Metro Bank PLC
Metro Bank PLC's mortgage department provides support for existing mortgage customers through their dedicated servicing line. Services include rate switches, payment queries, and account management. Customers can also seek assistance for payment difficulties or request payment holidays. The line operates Monday to Friday from 08:30 to 18:00. Common reasons for calling include managing mortgage accounts, understanding payment options, and resolving financial difficulties. While specific wait times are not provided, customers have reported extended hold times, especially during peak hours. Calling early in the day may help reduce wait times.
Updated 15 Dec 2025
Expected outcomes
- Switch mortgage rates
- Query mortgage payments
- Manage mortgage account
- Request payment holiday
- Resolve payment difficulties
- Inquire about mortgage terms
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Mortgage account number
- Personal identification
- Date of birth
- Home address
- Financial hardship details
- Payment history
Known issues
Customers occasionally experience long wait times when contacting Metro Bank's mortgage servicing line, particularly during peak hours. It is recommended to call early in the day to potentially reduce wait times. Additionally, some customers have faced difficulties when seeking payment support or holidays, with delays or confusion reported. In such cases, escalation to specialist teams may be necessary to resolve issues effectively. Ensuring all required documentation and information is ready before calling can help streamline the process and improve the chances of a successful resolution.
