Metro Bank has gained the reputation of being one of the up-and-coming banks in the UK, with its customer-centric approach and 7-day banking. However, despite its efforts to provide top-tier service, the bank has not been immune to receiving its fair share of complaints. In this article, we will try to understand the underlying issues behind Metro Bank complaints.
Firstly, let’s take a look at the number of complaints received by Metro Bank. According to the Financial Ombudsman Service (FOS), which handles banking complaints, Metro Bank received 966 complaints between July and December 2020, a 42% rise from the previous six months. The bank received the maximum number of complaints about banking and credit products, followed by complaints about mortgages.
One of the biggest sources of frustration for Metro Bank customers is the account opening process. Several customers have reported that the bank took too long to approve their account applications, leading to long wait times and delays in receiving their debit cards. One customer wrote on Trustpilot, “Opening an account with Metro Bank was a nightmare. Waited over a month and passed all requirements, but still no account. No-one from the bank bothered to let me know.”
Another common complaint is the bank’s limited product offerings. Unlike some of its competitors, Metro Bank offers a relatively small range of savings and investment accounts, which does not cater to the needs of all customers. Some customers have also expressed disappointment in the bank’s credit card offering, which they believe is not competitive enough.
Many customers have also reported issues with the bank’s digital banking services. In a world where online services are becoming increasingly important, customers expect a hassle-free online banking experience. However, some Metro Bank customers have reported issues with the bank’s mobile app, including problems with logging in and difficulty in navigating the app. A customer wrote on Trustpilot, “The mobile app is terrible. Constantly crashes and logs me out of the app, forcing me to go through the login process every time I open it.”
In addition, the bank’s customer services have also come under scrutiny, with several customers expressing dissatisfaction with the level of customer support they have received. Some customers have reported long wait times on the phone and slow response times to their queries. A customer wrote on Trustpilot, “I have been on hold for over an hour, and I still haven’t been able to speak to anyone. This is unacceptable.”
While the above issues are the most commonly reported complaints, it’s important to note that there are several positive reviews of Metro Bank’s services as well. For instance, many customers have praised the bank’s in-branch customer service, which they describe as friendly, efficient, and helpful. Customers have also appreciated the bank’s 7-day opening hours, which make it convenient for them to visit the branch even on weekends.
So, what is Metro Bank doing to address these complaints? The bank has acknowledged that it needs to work on improving its customer service and digital offerings. In a statement, Metro Bank said, “We are committed to providing the best possible service to our customers and are always looking at ways to improve our processes and offerings.”
In response to issues with account opening, the bank has stated that it is working on streamlining its processes to make it quicker and easier for customers to open accounts. Additionally, the bank has said that it is investing in its digital banking services, including its mobile app, to make it more user-friendly and reliable.
Another area where the bank is making changes is its product offerings. In January 2021, the bank announced that it would be launching a range of new savings accounts and cash ISAs, which will provide customers with more options for managing their finances. The bank has also indicated that it is looking to expand its credit card range in the near future.
In conclusion, while Metro Bank has received its fair share of complaints, it’s worth noting that it has also received praise for its customer service and innovative approach. While the bank acknowledges that it has room for improvement, it is taking steps to address the issues identified by its customers. Therefore, it’s important for customers to voice their concerns and feedback through the appropriate channels, so that the bank can continue to evolve and improve its offerings.