The transfer of Metro Bank mortgages to NatWest

In September 2024, Metro Bank confirmed the sale of some of its residential mortgage portfolio to NatWest. You’ve received this letter as your mortgages is part of the sale and will transfer to NatWest on Monday 12 May 2025. We sent out the letter on Friday 2 May 2025. You’ll also receive a welcome letter from NatWest on or after Monday 12 May 2025.

From Monday 12 May 2025, we’ll no longer be your mortgage lender. NatWest will be responsible for the ongoing management and administration of your mortgage, which includes the setting of charges applicable to your mortgage, or changes to your terms and conditions.

We will not contact you about your mortgage, and you will need to contact NatWest with any queries about your mortgage. Your mortgage account number will not change.

If you have any other Metro Bank products these remain unaffected. Everything is
business as usual for our day-to-day banking.

Please do not amend or cancel your Direct Debit. Your payments will continue to be collected.

We have provided details of the transfer of lender to your bank or building society. Metro Bank will continue to collect your Direct Debit up to and including Friday 16 May 2025.

Please note NatWest will collect Direct Debit payments that are due between Saturday 17 May 2025 and Wednesday 21 May 2025 on Thursday 22 May 2025. Payments from this date will appear in their name on your Bank or Building Society statement. You’ll receive a letter from NatWest soon with more information on Direct Debits.

If you want to change your payment date or method of payment you will need to contact NatWest from Monday 12 May 2025.

If you are worried about making your payment you can find more information under I am concerned I may not be able to make my next payment. What should I do?

If you do not pay your mortgage by Direct Debit, or if you want to make overpayments to your mortgage, you will need to change the payee details for any payments you make after Monday 12 May 2025, so that these are received by NatWest. These details can be found in the letter you will receive from NatWest, on or after Monday 12 May 2025.

If the Department of Work and Pensions (DWP) makes payment towards your mortgage – you will need to advise your local benefits office regarding the transfer from Metro Bank PLC to NatWest, for the mortgage contributions to be paid correctly.

Where we’ve agreed a payment arrangement or a change to your mortgage to support you through a period of financial difficulty or where you have taken Mortgage Charter support, we will transfer details of this to NatWest, who will honour the arrangement. You will need to continue to make any payments agreed under the arrangement.

Please get in touch as soon as possible if you’re concerned about making your payments as we may be able to help you. You don’t have to wait until you’ve missed a payment or until the transfer to NatWest happens.

You can call our Mortgage Servicing team – our contact details are set out at the top of this page. One of our mortgage customer assistance specialists will listen to you and talk through your circumstances. We want to work with you to tackle the problem and help you stay in control.  Talking to us about what your options are won’t result in us making any notes on your credit file.

We also want you to know there is a lot of support out there. You can find the details of steps you can take and who you can talk to here.

If you have received the information letter from Metro Bank and you have confirmed you want to proceed, we will apply the support to your mortgage before it transfers to NatWest.

If you have received the information letter from us and you have not yet confirmed you want to proceed, please call our Mortgage Servicing team – our contact details are at the top of the page. We will be able to apply the support to your mortgage before it transfers. Alternatively, you can confirm to NatWest from Monday 12 May 2025, and they will honour the request.

If you have made us aware that you’re interested in taking Mortgage Charter Support but you have not yet received the information letter from us, we will do our best to get this out to you before your mortgage is transferred on Monday 12 May 2025. If we’re unable to do this, we’ll transfer your request to NatWest who will be in touch to discuss next steps.

We’ll transfer the details of any additional support needs we have recorded on your mortgage to NatWest. This means you will not need to explain your circumstances to them again**.

If you’ve made us aware you have additional support needs due to your situation – this could be health related, or due to bereavement – we will be in touch before 6pm on Friday 9 May 2025 to check you have received our letter and check if you have questions or concerns.

If you need these FAQs, the goodbye letter, or any other communication in another format such as large print, braille, or audio CD, or you want to tell us about any other additional support needs you may have - we’re here to help however we can. Please call or email our Mortgage Servicing team – our contact details are at the top of the page.

**For more information on how we treat your data, please also see our other question What happens to the information Metro Bank hold about me and my mortgage?

You can choose a new Metro Bank mortgage product until 6pm on Friday 9 May 2025, and the offer will be honoured by NatWest when your mortgage is transferred.

Please be aware that when your new product comes into effect will still depend on when you choose it. If your reversion date is over five working days away when you choose your new product it will take effect from your reversion date, and as you pay your mortgage in arrears your payments will change the following month.

Example A: If your reversion date is the 28 April 2025, and you select your new product on or before the 21 April 2025:

We will process your request, and it will take effect from 28 April 2025.

Your monthly payments from the 28 May 2025 will reflect your new product rate.

Example B: If your reversion date is the 28 April 2025, and you select your new product after 21 April 2025:

We will process your request, but because there are less than five working days until your next payment, we cannot implement it immediately and it will take effect from 28 May 2025.

This means that your mortgage reverts to Metro Bank’s Standard Variable Rate for the month of April. Your monthly payment amount on 28 May 2025 will reflect this. From 28 June 2025 your monthly payment amount will reflect your new mortgage product rate.

Yes. If you have already chosen a new Metro Bank product this will be honoured by NatWest when your mortgage is transferred.

If you’ve chosen a new Metro Bank mortgage product within the last 7 calendar days, you’re able to cancel this, as stated in the product switch offer you will have received from us.

If you chose a Metro Bank product but you want to cancel, please contact our Mortgage Servicing team – our contact details are at the top of this page.

Your mortgage will transfer to NatWest on Metro Bank’s Standard Variable Rate, currently 8.00% for residential mortgages and 8.50% for Buy-to-Let mortgages. Your mortgage will stay on this rate unless you decide to take out a product, or until NatWest notify you that they are varying the rate. If you are considering your options please contact our Mortgage Servicing team – our details are at the top of this page.

We are unable to accept new applications for variations. As your mortgage is being transferred to NatWest, you’ll need to contact them after Monday 12 May 2025 to discuss making any changes (such as borrowing additional money, adding or removing someone from the mortgage, transferring your mortgage to another property, letting out your property, etc.).

We’ll do our best to complete your application before the transfer to NatWest. Where we can’t complete your request by 6pm on Friday 9 May 2025, we will transfer your application to NatWest, who will contact you.

You can choose to cancel your current request with Metro Bank by 6pm on Friday 9 May 2025. We will review this request and if applicable refund the fees*** you have paid.

If you need to contact us to advise you would like to cancel, please contact our Mortgage Servicing team – our details are at the top of this page.

If you cancel the application with Metro Bank, you will need to make a new request to NatWest if you want to proceed.

***Fees are usually refunded within 10 working days to the account from which you pay your mortgage.

The transfer of your mortgage should not have an impact. However, you may see a change in the records held by the credit referencing agencies, reflecting a change in your mortgage lender from Metro Bank to NatWest. For example, your credit report may show both mortgages for a short period of time.

You can check your credit score through any of the three main credit reference agencies in the UK for free. You may have to pay if you want to see your full credit report.

www.experian.co.uk

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We’ll be handing over to NatWest all information we hold regarding your mortgage account. Please note, Metro Bank will retain a copy of your personal information in line with our privacy notice. Should you have any further questions about this, please read our privacy notice.

If you’d like to receive a printed version, please call our Mortgage Servicing Team on 0345 319 1200*, and we’ll be happy to help you. Our details are at the top of this page.

Following the transfer of your account, you should contact NatWest if you have any questions about how they may use your data in the future.

If we receive your complaint before Monday 12 May 2025, we will respond to your complaint and let NatWest also know about the outcome.

Yes, your rights to refer your complaint to the Financial Ombudsman Service do not change because of your mortgage transferring to NatWest.

The Financial Ombudsman Service is a free and independent service to help resolve complaints, if resolution cannot be reached with us in the first instance. Visit www.financial-ombudsman.org.uk to find out more.

Any complaint that has been referred to the Financial Ombudsman Service will not be impacted by this transfer. They will contact you directly once they have completed their investigation and reached a decision.

Your letter was produced before we processed the redemption of your mortgage and there is nothing you need to do. If you have any questions, please call our Mortgage Servicing team. Our details are at the top of this page.

The letter from NatWest will be sent out after your mortgage transfers, and you should receive this on or around Monday 12 May 2025 with their contact details and more information.

If after Monday 12 May 2025 you are worried you have not received a letter from NatWest, please call our Mortgage Servicing team on 0345 319 1200*, and we’ll be able to put you in touch with the right team at NatWest. We’re available Monday to Friday, between 8.30am and 6pm.