Helpful Information

Mortgage customers will receive a letter approximately  5 months before their product is due to expire, then 3 months before the expiry date they will receive a further letter which will provide them will details of how they can switch  using our online portal or speak to their mortgage broker. The customer will also receive emails reminding them to switch. From 4 months before the expiry, the customer can log in and this will provide them with the details of the available products and they can switch 3 months before expiry. If they do not wish to switch product the account will revert to the applicable standard variable rate and the customer will receive a letter advising of the new payment. 

Yes, Mortgage customers can view all products available to them using the online mortgage portal by clicking on the following link: https://intermediaries.metrobankonline.co.uk/RetentionConsumer

Or you can log in to the portal and select the product switch tab to log in to the customers account. You will need the customers account number, 8 digits beginning with 4 which will be on any letters we have sent the customer, to log in.

Customers can view their outstanding mortgage balance using the online mortgage portal by clicking on the following link: https://intermediaries.metrobankonline.co.uk/RetentionConsumer

Please call us on 0203 427 1019 and ask to speak to our PCV Team, who will help you with this.

We’re sorry that they are thinking of leaving us, but understand there are many reasons why. If they are looking for a new deal, just let us know and one of our dedicated Retention Team members can discuss the options with them.

The customer or their acting solicitor wanting to request a redemption statement can do so by emailing Completions Team or call our Mortgage Admin Team.

Or can also write to us here.

A mortgage statement will be sent to the customer on the anniversary of the completion of their mortgage. Should they wish to request an interim statement the customer can do so by emailing Completions Team or call our Mortgage Admin Team. 

You can also write to us here.

If they have any queries regarding the content of their statement please contact the Completions Team or call our Mortgage Admin Team. 

You can also write to us here.

The customer can change their payment date to any date between 1st – 28th of the month but a payment must be collected every month so this must be within the same month e.g. customer cannot move the payment from 28th May to 1st June.

If the payment date is being moved forwards an additional payment will be required to cover the interest charged on the days between the payment dates.

If your customer wishes to amend the bank account details from which the payment is taken they will need to complete a new direct debit mandate.

Please note that the bank account must be in the name of the mortgage holder and an account from which direct debits can be collected.

If they wish to change their bank account details, please download and complete the direct debit mandate and return to us.

Please email the completed direct debit mandate to our Completions Team. 

The customer can post the direct debit mandate to us here.

Alternatively the customer can call us on 0345 319 1200 between 8.30am – 6.00pm Monday to Friday where we will be happy to take the new direct debit details over the phone.

If they want to update their correspondence address please contact the Completions Team or call our Mortgage Admin Team.

They can also write to us here and they can use this address if they want to update their name details making sure they enclose a certified copy of their change of name deed, deed poll or marriage certificate.

If the customer requires a deed of substituted security, their solicitor will need to prepare this document and send it to us at:

Metro Bank PLC
1 Southampton Row
London
WC1B 5HA

Their solicitors will need to confirm that they act for the customer and the bank as well as providing a summary of the reason for the application.

If the customer wishes to remove or add a party from or to their mortgage, please call us on 0203 427 1019 and ask to speak to our PCV Team, who will help you with this.

If a customer is thinking of letting their property we can consider this on a temporary basis.

Customers will need to apply for permission and will need to pay a fee of £70.00.

If they wish to apply to let their property on a temporary basis, please download and complete the application form and return to us with the application fee. 

Please email the completed application form to our Completions Team.

Or, post the application to us here.

Please see “How to pay a fee” for details regarding how to pay any fees.

There are a variety of payment methods available.

To pay by cheque, please make cheques payable to Metro Bank PLC, quote the account number on the reverse and send the cheque to us here.

Payment can also be made directly into the mortgage account, using the following details. Please quote the mortgage account number as the reference.

Bank Name:                      Metro Bank PLC

Account Name:                Metro Bank PLC – Mortgages

Account Number:            12994907

Sort Code:                        23-05-80

Reference:                        (Please quote the individual 8 digit mortgage account) 

The customer can nominate a third party to call on their behalf for a period of up to 12 months.

If they wish nominate a third party to call on their behalf, please download and complete the application form and return it to us with the required documentation.

Please email the completed application from to our Completions Team or post the application to us here

Please note Metro do not hold any title deeds.  Please contact the solicitors who acted for the customer on the completion of their mortgage for further guidance.