Gambling Support

Gambling can impact anyone at any point in their life. According to the Gambling Commission in 2024, 1.3 million people have a gambling problem in the UK. This can then have a direct impact on finances, relationships and wellbeing.

At Metro Bank, we aim to offer support to customers and authorised third parties who have been impacted by gambling. Please see below for how we can help.

Remember, you’re not alone, and we’re here to help.

What does gambling look like

Signs of gambling harm may not always be obvious, either due to the person not recognising that it’s an issue, or due to the lengths that someone may go to to conceal their gambling. Signs your gambling may be causing harm to you, or someone close to you may include:

Struggling to cover bills, including mortgage, rent or other essential bills due to the money being spent on gambling
Increased debts due to spending on gambling
A change in your mental wellbeing, including being more stressed and anxious about how your gambling may impact your finances or relationships
Becoming withdrawn from social activities due to your gambling or wanting to hide your gambling

How we can help

Our colleagues are trained to handle your situation confidentially and with sensitivity. With your permission, we’ll make a note on your account, which is only visible to us, of any additional support you may need so you won’t have to confirm your situation each time you speak with us. If you’re calling on behalf of someone who is struggling with their gambling, an advisor will be able to discuss any support available even if you are not a Metro Bank customer – they won’t be able to discuss anything account specific unless the relevant third-party authorisation is in place.

Taking control of your finances

Contact us: we have trained, dedicated advisors who will be able to discuss the challenges you may be facing and will aim to help you get your finances back on track. We are available to speak over the phone or in person – see details below
Type of account: you may be able to apply for our Cash Account or an Instant Access Account which don’t have overdraft facilities to avoid accumulating debt due to gambling. To learn more about which account may be most suitable for you, visit our bank accounts page
Card freeze: you can freeze your card in our Mobile App which would prevent payments being made for gambling. There is also the option to unfreeze the card which instantly allows you to continue using it.
Third-party support: you can add someone you trust to your bank account to help you with your banking. Find out more on our third-party access page

Navigating your relationship with gambling

GamCare: GamCare is the leading UK provider of free information, advice and support for anyone harmed by gambling and they have tools to help people regain independence. Our dedicated team can directly transfer you through to a GamCare advisor to help begin your road to recovery. Alternatively, visit GamCare to find out more
TalkBanStop: TalkBanStop combines practical tools and support to help stop gambling and maintain a successful recovery journey. It offers a combination of personal support via GamCare’s trained advisors, free access to Gamban blocking software which can be installed on multiple devices, and signposting to register for the free self-exclusion scheme, GAMSTOP. If you’d like to learn more about TalkBanStop, visit GamCare’s dedicated page
PayPlan: PayPlan offer free, impartial, and clear debt advice to anyone who is struggling, and we’re able to directly refer customers to their support. If you’d like to find out more, please visit PayPlan
Mind: Mind is the leading mental health charity in the UK that provides advise and support to those who may be struggling with their mental health. To learn more about their support, please visit Mind

How we've helped our customers

Below is a real-life example of how we were able to help a customer with their gambling and help get their finances back on track.

After Ian initially told Metro Bank that he was struggling to keep up with his payments due to all his bills being too high, Matthew, one of our trained advisors, noticed that the figures that Ian had given him about his affordability didn’t add up. Matthew told Ian that if there was anything else he’d forgotten that they would be able to discuss it and they could look to make it right. Ian admitted that he’d been struggling with gambling on and off for some time but hadn’t been able to speak to anyone about it.

Following their conversation, Matthew was able to put Ian in touch with GamCare using the direct referral service available at Metro Bank and Ian was able to speak to someone about his gambling for the first time. Matthew was also able to put arrangements in place to help Ian start to clear his credit card and this helped Ian get on top of his other bills too.

Ian was incredibly grateful for the practical and discreet way Metro Bank had handled his situation, and he now sees a positive way forward.