Metro Bank PLC
Metro Bank PLC's Mortgage Arrears department provides support for customers experiencing difficulties with mortgage payments. Services include assistance with payment support options, processing regular and arrears payments, and offering advice on mortgage products and rate switching. The department operates Monday to Friday from 08:00 to 18:00, and Saturday from 09:00 to 13:00. Customers are encouraged to contact the bank promptly if they encounter payment issues. Typical wait times can be longer during peak hours, especially at month-end, so calling during off-peak times is advisable. Email support is also available for non-urgent queries.
Updated 15 Dec 2025
Expected outcomes
- Discuss payment support options
- Process mortgage payments
- Update payment arrangements
- Receive mortgage advice
- Switch mortgage rates
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
- Mortgage details
- Payment method details
- Financial hardship details
- Relevant financial information
Known issues
Customers occasionally experience long wait times, particularly during peak hours at the end of the month. To avoid this, it is recommended to call during off-peak hours or use email for non-urgent issues. Additionally, there are reports of delays in payment processing, where payments may not be reflected immediately. If a payment is not updated within 48 hours, contacting support for manual confirmation is advised. These issues are being addressed to improve customer experience.
