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Metro Bank PLC
Legal entity: Metro Bank PLC
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House 06419578
882banking decisions
39.1%uphold rate
537not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 882 | 39.1% |
| Investments and pensions | 7 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| APP scam refund refused | 240 | 103 | 42.9% |
| Account closed or refused | 169 | 54 | 32.0% |
| Service failure | 123 | 69 | 56.1% |
| Complaint handling | 111 | 63 | 56.8% |
| Funds blocked or frozen | 98 | 47 | 48.0% |
| Unauthorised transaction | 96 | 34 | 35.4% |
| Credit file reporting | 67 | 35 | 52.2% |
| Card dispute or chargeback | 56 | 19 | 33.9% |
| Payment delayed or failed | 54 | 20 | 37.0% |
| Irresponsible lending | 53 | 14 | 26.4% |
| Support for vulnerable customers | 37 | 15 | 40.5% |
| Charges and fees | 30 | 8 | 26.7% |
| Mortgage administration | 21 | 5 | 23.8% |
| Identity checks and access | 20 | 7 | 35.0% |
| Data and privacy | 20 | 8 | 40.0% |
| Treatment in financial difficulty | 20 | 9 | 45.0% |
| Interest and rates | 14 | 5 | 35.7% |
| Product mis-sold | 10 | 4 | 40.0% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-07-01 to 2025-12-31 | 50.8% | 11,111 | 11,236 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 45.0% | 9,473 | 9,789 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 43.1% | 8,682 | 8,283 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 45.4% | 9,003 | 9,312 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 47.4% | 9,093 | 8,674 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 47.6% | 8,154 | 8,212 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 51.9% | 8,515 | 8,385 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 49.8% | 7,359 | 7,119 | — |
| FOS | 2025-H2 | 30.2% | — | — | 657 |
| FOS | 2025-H1 | 30.5% | — | — | 430 |
| FOS | 2024-H2 | 41.0% | — | — | 519 |
| FOS | 2024-H1 | 46.5% | — | — | 528 |
| FOS | 2023-H2 | 45.7% | — | — | 582 |
| FOS | 2023-H1 | 41.2% | — | — | 519 |
| FOS | 2022-H2 | 40.1% | — | — | 363 |
| FOS | 2022-H1 | 40.4% | — | — | 385 |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 12 Nov 2024 | £16,675,200 | This Final Notice refers to breaches of PRIN 3 and associated SYSC rules relating to a lack of systems and controls concerning financial crime in the retail bank sector. We imposed a financial penalty. |
| 12 Dec 2022 | £10,002,300 | The Final Notice refers to breaches of Listing Rules 1.3.3R related to misleading information not to be published in the Retail Bank sector. We imposed a financial penalty. |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.