1 star only for the polite and friendly staff at this bank, ZER0 star for the bank that froze my business and personal accounts for more than 6 months without any prior notification, reason or even asking me to explain anything. I had all my life savings in my personal account which I could no longer access. All my business transactions were interrupted and had to pay fines for direct debit failures. Same thing happened to several other Iranian nationals (at least 15 people with whom I was in touch). It's not coincidental that all the affected customers were Iranians and went through the exact same experience in the same period of time. We believe this was done deliberately and in a manner to racially profile particular customers who share the same nationality. Given that the founder and few of their board members of this unethical bank are American citizens (people like Vernon Hill, Gene Lockhart etc.) and due to current political climate between Iran and the US, it's crystal clear why we were subjected to such a cruel action. However Metro Bank is a British firm and should comply with EU regulations and not the US (this happened before Brexit). Even if they didn't want us to bank with them, for whatever reason, there was no need to freeze our money! After 6 MONTHS and several emails and phone calls to which they always responded that the account was under review, I was finally sent a 60 day account closure notice. No explanation or reason was given. Racial discrimination is unethical, unacceptable and disgusting and unless they can prove this wasn't the case, they have to pay the price for what they've done to innocent and hardworking people once the justice is served. Legal procedures are underway, see the attached photo from the solicitor's website.

terrible customer service I went on Saturday to open my son a account as I already have a personal and business account with metro. as I arrived I was not greeted or spoken to. there was 4/5 staff behind the counter talking to each other but not acknowledging me. so I then went over and asked to open the account. I was then told that they will take my number and give me a call to come back once its my turn and there was 2/3 people ahead of me each which takes a hour each time. when I asked if one of the other staff that didn't seem to be doing anything could help me to speed things up i was met with a sarcastic and condescending tone, telling me they need to remain free incase other people came in and need help. I explained "well I'm the only customer in the bank and i need help?" to which I was replied "we will call you" unhappy with that i sat and waited and was seen after a while and was able to open my sons account, the following day my partner went to open our other sons account (he couldn't come with me Saturday due to rugby) and when she arrived she received the same treatment but now there are 3 people ahead of her when means she wont be able to be seen before they close and told her they cant do it today, as she looks around there are 6/7 members of staff standing around chatting to each other, not seeming to be doing much and when she questions this she is also shot down, the attitude at this branch is almost like you are bothering them when you need assistance. I think we will be switching banks soon enough....

Metro bank do not accept appointments. Was told the wait would be 1 hour so decided to go out and come back. Came back and waited another 30 minutes with staff talking to each other maybe about something to do with a customer but didn`t really seem so (looked like they were going to change shift soon so didn`t want to serve). Whilst waiting one of the staff served a different customer that had just walked in because they were going to look at their 'volt' and when I questioned this they answered that they wouldn`t make someone wait an hour just to go to their volt which was frankly a crap answer to someone who was waiting more than an hour to open an account (the person who served the volt customer could have served us). There were two of us but one of us could not open an account due to being an international student but were only informed after the 1 hour and 30 minute wait. When I addressed this saying they could have asked for what type of account or for ID etc was answered that prior customers when asked for ID were not happy about it so they no longer did this. However, I myself still did manage to open an account after the long wait. Opening an account is fairly fast, not much hassle, all questions answered, no trouble. Just wish the whole customer service was so. Overall I would say if they can`t manage the number of customers they should have appointments or keep to serving whoever came first.

I have literally had enough of this bank they are an absolute joke, they think it's acceptable to have their customers standing there in line waiting to be seen for over 45 minutes at a time every time I walk in there is a big queue because there's one staff member on the desk when they have six chairs, I have tried to phone their customer service team but they are just as incompetent as the staff, anybody in this reviews that are giving 5 stars saying quick easy service must be working for metro or have a family member working for metro because that is absolutely everytime I have to stand in queue waiting to be seen I'm listening to other account holders all talking of the same issues they have to go through every time they use the bank, and as you can see by a majority of people's reviews here we can't all be lying. Last week I drew all my money out of my account because I've had enough of walking into this branch and being dealt with the way they think they can deal with their customers. There needs to be a massive shake up in this actual firm and start getting things done properly , very unprofessional. And not setting a good example especially when you're holding onto people's money. What is the point of having six chairs behind the screen if only one of them is being used a majority of the time I'm.

That's it!!! Im done with MetroBank Kingston, you need proof of address (my boy doesn't get mail so we got him a driving licence that he will never use because he's autistic) we got him A new passport on Metro banks suggestion... then for the FORTH TIME get told driving licence n passport are not sufficient so get told to bring an NHS letter so we did... because he'd missed the appointment for the dentist, metrobank said the letter wasn't good enough so I told them to stick their bank, walked across the road to Lloyd's and have an appointment Saturday, all id sufficient and they've been around forever. Worst customer service ever , shame on you!! Then find out the Sutton branch take driving licence & passport because my friend did it today.....maybe a bit of discrimination on your part as my son is registered disabled...Oh and apparently if we had opened the account when he was 17 it would've been fine?? That's no good to me now though is it??

I went to open an account for one of my employee who can't speak English very well at Metro Bank at Kingston Branch and was very disappointed that they didn't tell us straight away that they can't open an account because they don't have a translator. I understand that we all have to follow the rules and regulation but when I informed the advisor at the begining that my staff can't speak English as it's not his official language why did they checked his documents and wasted our 2hours as we went at 12 and were told to wait for 20mins and then later we were waiting again for 15-20mins before we could see anyone and after all the conversation and documents checked I was informed that they don't have a translator and can't open the account. I am really not happy with the service and will never refer or try to open an account again with metro for anyone else too..

Good service thanks to Serge. I’ve been to this branch a few times not the best of service tbh but thankfully was met by serge on this day who came to my aid and also the concierge staff couldn’t be faulted even with the waiting time he checked up on me a few times to let me know I’m next in line .. Brilliant seRvice by serge also explains everything in details and also straight to the point a well articulated young man .. he’s confident and poise just brilliant ... multitasking skills also just magnificent ... Even though the last time I was there the lady was more interested in kicking me out the door even though I arrive 30 minutes before closing Without giving a full explanation to the problem I came in with ... But again thanks Serge for everything feeling like a confident metro bank customer again ..

!!!!!RIPOFF BANK!!!!! BE CAREFUL BEFORE PUTTING ANY MONEY IN YOUR ACCOUNT. They can decided to close your account for no reason with all your money in. It says they are regulated by the FCA but if they are in a dispute with you your money will be lost and stuck. I opened a safety deposit box with that bank and they closed it without giving any reason. While they closed the safety deposit box, they also "mistakenly" closed my current account with my money inside. I called up and nobody knows in the bank what is going on. All they can say is: "Write a letter to the head office we don't deal with this issue". NOW I CAN WAIT WEEKS OR MONTHS TO RECEIVE MY MONEY BACK. IS THIS A BANK OR A RIPOFF

It used to be a fantastic bank but not anymore. You call customer services and they ask you to go to the store, you go there and you wait and wait and wait. The manager I spoke to tried to help and eventually he did but everything goes really slow and I had to keep calling the branch to follow up.Who will imagine to pay the remaining of a loan can be difficult?? Metro Bank seems to believe people have all the time in the world to spend in their stores. I am not complaining about the manager who helped me but complaining about the way things get done. Then again I called customer services to close an account and it’s been almost 2 weeks and still waiting. Extremely disappointed with them.

Very poor customer service. Spoke to a lady who said she was a manager there who seemed more interested talking to her colleagues and giggling then attending to her customers for what, after all, she gets paid to do... When she finally acknowledged me I told her what my query was and she said they were too busy to help me and to try again another day! Joke... When I suggested that one of the 3 colleagues was chatting to and herself included don't seem busy she replied there was not enough screen protectors in store for these colleagues to be attending to customers .... Not to mention, all colleagues amongst themselves were breaking the distance rules outlined by the government.

Worst ever Custmer service in Kingston branch , most of the staff unprofessional and untrained useless, I went there 3 times and spent over sixxxxxxx hour for my life opening simple account I just fed up with them and open my account in hsbc with in 5 min online . I know nothing gona be better in this branch by my review but that only for new people to go somewhere else for metro instead of Kingston branch , they are shameless including both floor managers they don’t bother your precious time , Stay away

Absolute waste of time. Seriously don't bother with this branch as said many times before me. Waited in a queue, got to the desk, only for the clerk to help her colleague serve another customer for ten minutes. Once seen, the nonchalant attitude of the clerk when telling me I now had to wait for two hours sums up this branch. For anyone setting up a business bank, use CASHPLUS instead. There is an annual fee, but I'd pay it 10 times over than to have to deal with these clowns.

Very friendly and helpful staff. Everything is so quick and effortless. They are open late during the week and are even open on a Sunday, which means you can visit them without taking time off from work. Popped in minutes before closing on a Sunday to ask what was needed to set up our child's account and half an hour later it was done, with the staff offering to do it there and then. I also have it on good authority that their dog biscuits are some of the best!

So far I'm not impressed. It feels as if it is run by children with no proper structure or files on clients. Unfortunately I did not read the reviews as I have had clients pay with Metro bank and have heard very good reviews on the whole. Hopefully I will not have to go into the bank and can have a smoother more profession dealing with Metro bank. I was going to transfer fro. Barclays, but may just use it for being able to use the card abroad....

I had same experience like other customers said. I should have read these comments before coming here. Extreme low speed and you can see several staff there but only one is working at very low speed. All I want is a very simple assistance but told 5 people ahead of me. Ok, fine. 30 minutes later, still 3 people ahead of me. There are not many branches available in my area. Have made a decision to close my account here.

Someone should really read the reviews and take into consideration what the public are saying. There's a reason that we are giving bad feedback?! The staff employed behind the desk are rude, inconsiderate and clearly cannot be arsed to do the job. My wife had to go to the Metro branch in Wimbledon to open up an account there after being turned down yesterday. This is absurd!!!!

An excellent local bank with superb customer service and one of those cash counting machines which children love to use and work out how much money they got overall from their change. It's superbly located and every time I have gone inside I had all my tasks done smoothly, in style, quickly and enjoyably. Sets a top level standard on how banks should work with customers.

Awful customer service. Queues of customers piling up to the entrance while clueless and ignorant staff stand around picking their bogeys. No customer should be waiting more man 2-3 minutes to be served. Serve your customers and don’t have them standing around! Secondly if you are not available don’t falaffal around at the till and ignore customers. 0/10. Avoid.

Would definitely recommend the Kingston branch. Thus far anyway. Had enormous hassle with other banks such as Barclays and HSBC so I decided to give Metro a shot. Fantastic experience. Everyone who helped me was kind and knowledgeable in particular Hena and Adnan. Adnan sorted my bank account out in a very short while. Only wish I went in sooner.

Try accessing your safety deposit box inside of 30 minutes. You'll have to let us know as we haven't managed it yet. Make sure you've got no plans that day. Tried again the following weekend, currently going on 30 minutes again. Metrobank, 30 min is not a little while. Same person in the vault in the entire time. Still 3 people ahead of me.

Very rude customer service. I came in to open an account with my proof of address officially printed from the branch. The lady argued with me that it does not have the stamp from the bank when it clearly does. After her colleague agreed that it is official, I was then disregarded from opening an account and told to return tomorrow morning.

I never leave reviews. Sat in kingston metro, told half an hour. Still waiting an hour later. There is hardly any customers in here so I don’t know how they deal with a normal day! Other branches I have been to are not like this. Wish I had gone to staines branch. Terrible service in this branch!!!

DO NOT CHOOSE THIS BANK ESPECIALLY KINGSTON BRANCH. Very rude and arrogant staff, send application form 3 times, no one had any response. Always give an excuse they are extremely busy etc, wait one and half month so far. They think they are the only bank in this country. Avoid this bank.

Waits on metro Bank phone line so long that decided to come into the Kingston branch. Lots of bank staff present but just one teller. Long wait (still waiting it's been 10 minutes), queue of people but no other staff member coming out to increase over counter help.

They never answer the phone; the reason people call is usually because it is urgent. When I went in there they said they could not deal with me because they were dealing with too many customers- there were 4 people behind the desk and barely any customers in sight.

I've held business accounts with Metro since 2016 and they've been nothing but a let down. Serious lack of professionalism and communication skills with the team in Kingston. If you're considering bringing your business to Metro I strongly urge you to think twice.

This must be the worse branch of Metro Bank!!! Waited for over an hour to be seen! Even someone from another branch who came to help for the day said that the way this branch operates is bizarre! So must be telling something! Sort it out Kinsgton branch!!!

STAY AWAY!!! Disgusting service and what a joke. I was told by one staff member what to bring as proof of ID and then the "manager" said it wouldn't work. So I wasted 1.5hrs for nothing. I will stick to professional banks who know what they are doing!!

I came yesterday to change my password. was one lady has a dark hair skinny young lady there she don’t know how to change And she told me to go home and do it on laptop. She was rude. But I told the manager about that.he was nice man

Avoid this bank , I am British Citizen for long time they refuse to open my savings account only because I born in Syria ( this happened 2023 ) and my application has to go to head to check and make a decision, I can't believe it

Opened a business bank account, 2 1/2 weeks later, 3rd visit to the branch and still waiting....They informed me today that they lost my documents I have handed them. But will call tomorrow? I wonder what will the excuse be?

Horrendous customer service. They photocopy your details and then wander off for 30 minutes leaving you alone without any explanation of what is going on. Everything takes ages. Avoid this Branch like the plague!!

Extremely slow service, been in the front of the line for over 20 minutes, Just to deposit some money on my card. Staff looks extremely un organised, complete waste of time, feel bad for the people behind me.

As usual, when all the all the other high street banks are shut, (and even when they're open, have only a single desk open), Metro Bank are open an hour earlier, fully-staffed and ultra-helpful. Thanks team.

Excellent customer service, opening an account and bank card is issued in one day while you wait and without an appointment than other banks, will always recommend family and friends …

Very unhelpful, and that is why I do not bank there any more. Such a shame as I was told such good things about your bank, but after a year with you. Was not very impressed by the customer service.

All the negative reviews for this bank should be fake. I exchanged my account from barclays and in general the service and the hours it's open and the ways it works It's amazing. Well done Metro..

Went in store today to make a deposit which is a 2 minute job. Instead there was a que of about 4 people waiting to be served. Why are customers waiting for so long to be served? Absolute joke

Inconvenient and unhelpful having accounts but always blocked for no reasons. I have to go in to unblock again and again. No point having accounts, cards and mobile app which no function.

At this very moment there’s 9 workers standing behind the desk doing nothing at all but there’s waiting time of 3 hours for customers that walk in. Unbelievable service. IM OUT OF HERE

Exemplary level of service. Greeted with a smile. We were given water on this hot day. I have other accounts with other banks wish they would follow by example. 5 Stars. Thanks Sij.

Very helpful staff customer focused I was banking with Lloyds for 15 years and recently switched to Metro Bank and I am very happy with simplicity and relaxed approach to customers.

Came at 1640 to try to open a safety deposit box and told they r closing at 6pm and there r 3 customers in front and cant be done today and they dont do appointments..

Not great! An hour to be seen with only 4 people in front. It takes far too long. Went to Lloyd's bank to do the same thing and was seen within 10 mins.

Excellent customer service. Most of the staffs in the branch are really nice and helpful . Thanks to Hena and Adnan. They were very nice to me today .

I was considering opening an account. However, there are a number of complaints regarding your customer service department, which I find worrying.

This has got to be the most poorly run metro i have ever been too. Iv been waiting an hour in a que to pay some money inn. The manager is useless

complete rubbish,, been waiting for a business account only to be told it needs further approval cos i pay in cash.... what the hell...........

Big fan of this bank. Making things easier, smoother and much more customer focused. It may look like a casino but its very straight forward.

Helpful staff and more accessible banking than other high street banks, also significantly more ethical with regards to investments etc.

Very poor service. After almost 10 minutes of waiting to be seen I left. At the Sutton and Epsom branches, you are seen straight away.

Attentive staff. Thanks to Ms.Victoria who is quick, professional, friendly, and thorough helped us upgrade new account.

Excellent customer service. I was served by Isabelle who was able to help me and provided a fast and friendly service.

Waited forever to get a replacement debit card..they claim to be the bank that's different...Well you certainly are

Yasmin was fantastic and helped me sort out a few rather complicated issues. I couldn’t ask for better service.

Excellent customer service from everyone especially Shahid who always steps above and beyond in helping

Very poor customer service waiting more then 20 mins just to put my money in account avoid this bank.

I love this bank it feels like the old days when you had 1 manager at its open after I finish work

Always need to wait for more than one hour and sometimes they don't take my name for my work

I have waisted a chunk of my precious holiday just to unblock the internet account.

Best bank in town very helpful staff open 7 day's a week and convenient for me

Really poor staff the don’t know nothing all the times problems with them

2 hour wait and was told the service they advertise is not available

Waiting time so much you get fed up should Increase more staff

Terrific service - everyone went out of their way to help us.

Best comstomer service. Highly recommended. Quick and simple.

Extremely poor customer services!" She is name ( LUCY )

You guys should put close at 17:00 next time

Always queues!!! Hardly served right away.

EXCELLENT BANK. I HIGHLY RECOMMEND. 10/10

Worst customer service at this branch

Poor service. I am very disappointed.

Great service rohan was very patient

Bradley is a god amongst men. Ledge.

Nice service, very friendly …

Extreamely poor customer services!

Rubbish bank will closed it soon

Really bad customer services.

Very helpful. Thank you.

Great customer service!

Very happy Good stuff

خدمات جميله جدا جدا

no problem at all.

See comments above

Efficient staff

Fantastic Bank!

Great