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.
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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) require Metro Bank to refund you by the end of the business day following the day they became aware of it, 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 more than £100 and no more than £30,000 for a single item, Section 75 of the Consumer Credit Act 1974 makes Metro Bank jointly and severally liable with the retailer for qualifying misrepresentation or breach-of-contract claims. Finally, the Direct Debit Guarantee ensures you are 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 as soon as possible. For card disputes or suspected card fraud, call 0345 08 08 509. This line is open daily from 8am to 8pm for disputes, and 24 hours a day for card fraud. For non-card fraud, call 0345 08 08 500. Explain the situation clearly, stating whether it is an unauthorised transaction, a dispute over goods/services, or an incorrect Direct Debit. Provide all the details you have gathered.
- 3If Metro Bank does not 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 have not responded within the required timeframe (15 days for payment services, fraud, or scams, or 8 weeks for most other complaints), you can refer your complaint to the Financial Ombudsman Service (FOS). You generally have 6 months from the date of Metro Bank's final response to do this. The FOS is free and impartial, and their decision is binding on Metro Bank. Note that complaints usually need to be made to the business within 6 years of the problem, or within 3 years of when you became aware, or reasonably should have become aware, of cause to complain.
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.
What actually happens
In practice, getting your money back from Metro Bank often depends on the type of issue. Simple unauthorised payments are usually resolved quickly, with refunds processed by the end of the next business day. For more complex disputes like chargebacks or Section 75 claims, the process takes longer. Chargebacks typically need to be initiated within 120 days of the expected delivery or receipt of goods, and investigations can take several weeks. Section 75 claims, covering items between £100 and £30,000, involve Metro Bank investigating alongside the retailer. Many issues are resolved at the initial contact stage with Metro Bank, especially if you provide clear evidence. If not, escalating to the Financial Ombudsman Service is a common next step, particularly if the bank fails to respond within 15 days for fraud or scam complaints or 8 weeks for others. The FOS process can add several months to the resolution time.
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 is not a strict legal deadline, the Financial Ombudsman Service states the usual time to raise a chargeback for goods or services is around 120 days. This is often counted from when delivery was expected or the defective or misdescribed item was received. Always act as quickly as possible.
What are the time limits for complaining to the Financial Ombudsman Service?
You generally have 6 months from the date of the business's final response to refer a complaint to the FOS. Additionally, complaints usually need to be made to the business within 6 years of the problem, or within 3 years of when you became aware, or reasonably should have become aware, of cause to complain.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-05.