Metro Bank PLC
Metro Bank PLC's Account Arrears and Collections department handles inquiries related to arrears and collections issues for Metro Bank accounts. Customers can discuss or resolve arrears, set up payment arrangements, or raise disputes regarding collections actions. The department is available Monday to Friday from 08:00 to 18:00, and Saturday from 09:00 to 13:00. Common reasons for calling include clarifying outstanding balances, modifying payment plans, and disputing collections actions. While typical wait times are not specified, contacting the team early in the day may help avoid delays. Customers are encouraged to have clear identification and account details ready when calling.
Updated 15 Dec 2025
Expected outcomes
- Discuss arrears issues
- Resolve collections disputes
- Set up payment plans
- Clarify outstanding balances
- Request written clarifications
- Escalate unresolved disputes
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Account number
- Personal identification
- Arrears correspondence
- Collections correspondence
- Current financial information
- Supporting documentation
Known issues
Customers have occasionally experienced communication errors, such as receiving incomplete or unclear arrears communications. Metro Bank has addressed these issues by offering clearer follow-up letters and, in some cases, compensation. Additionally, there have been reports of delayed responses from account managers or collections teams, particularly if staff have left the bank. In such cases, escalation to the complaints department or the Financial Ombudsman Service may be necessary. To avoid these issues, ensure all communications are documented and request written confirmations when needed.
