Metro Bank PLC

Financial Ombudsman decision DRN-6295334 Upheld

Upheldoutcome, as published by the Ombudsman

£500redress stated in the decision

Wed Jun 10deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Treatment in financial difficulty, Service failure

In the Ombudsman’s words

Mrs J visited the branch that holds their valuables in August 2025 to access the contents but was told the box had been drilled open due to an accumulation of arrears for the rental charge.Treatment in financial difficulty

Metro Bank Plc failed to act on instructions to change primary ownership of the box, and to update Mr J’s contact details.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6295334.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.