How to get a refund from Metro Bank

If you've noticed an incorrect charge, an unauthorised payment, or a problem with a purchase made using your Metro Bank card, you have rights. Don't let confusing bank procedures stop you from getting your money back. This guide will help you understand your options and take effective action.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

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Your rights

Your ability to get a refund from Metro Bank depends on the type of transaction: For unauthorised payments, the Payment Services Regulations 2017 (PSR 2017) generally require your bank to refund you immediately, unless they can prove you acted fraudulently or with gross negligence. If you paid by debit card for goods or services that were faulty, not delivered, or misrepresented, you may be able to claim a refund via the chargeback scheme, a protection offered by card networks like Mastercard or Visa. For purchases made with a Metro Bank credit card costing between £100 and £30,000, Section 75 of the Consumer Credit Act 1974 makes Metro Bank jointly liable with the retailer if something goes wrong. Finally, the Direct Debit Guarantee ensures you're entitled to an immediate refund if an error is made in a Direct Debit payment.

Step by step

1Gather all relevant information about the transaction, including dates, amounts, merchant details, and any supporting evidence like receipts, order confirmations, or communication with the merchant.
2Contact Metro Bank's customer service as soon as possible. Explain the situation clearly, stating whether it's an unauthorised transaction, a dispute over goods/services, or an incorrect Direct Debit. Provide all the details you've gathered.
3If Metro Bank doesn't resolve your issue to your satisfaction, or if they reject your claim, ask for a final response letter. This allows you to escalate your complaint to an independent body.
4If you remain unhappy after Metro Bank's final response, or if they haven't responded within eight weeks, you can refer your complaint to the Financial Ombudsman Service (FOS). The FOS is free and impartial, and their decision is binding on Metro Bank.

What they'll say, and your comeback

“You need to contact the merchant first.”

Comeback, I have already attempted to resolve this with the merchant without success. Under my rights for chargeback or Section 75, I am now pursuing this with you, my bank.

“The payment was authorised, so we can't refund it.”

Comeback, I dispute that this payment was authorised by me, or I believe it was made under duress or as a result of fraud. Under the Payment Services Regulations, you must investigate this thoroughly.

“You were negligent in protecting your account.”

Comeback, I took all reasonable steps to protect my account and personal information. Please provide specific evidence of how I was grossly negligent, as per the Payment Services Regulations.

FAQ

How long does Metro Bank have to refund an unauthorised payment?

Under the Payment Services Regulations 2017, Metro Bank must refund an unauthorised payment by the end of the business day following the day they became aware of it, unless they have reasonable grounds to suspect fraud and notify the Financial Conduct Authority.

What's the time limit for making a chargeback claim?

While there isn't a strict legal deadline, card schemes typically have time limits for chargebacks, often 120 or 180 days from the transaction date or the date you expected to receive goods/services. It's always best to act as quickly as possible.

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A self-serve tool, not a law firm. General information, not legal advice.