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Mortgage payment support

Many of us are in a different financial situation than we were before the coronavirus pandemic. We understand that it can be difficult to know who to talk to if you are worried about making your mortgage payments. Supporting our customers is our top priority, so we have included some information below that may help you get independent advice on your financial situation:

Money Advice Service

Free and impartial money advice set up by the UK Government, which offers help with debt management and budget planning.

Money Advice Scotland

Scotland's money charity, which provides free and confidential guidance on financial wellbeing and dealing with debt.

Citizens Advice

A free service with links to charities, offering help with on debt solutions, money management and more.


UK Government information on benefit entitlements, housing, local services, money, tax and pensions.


Guidance and information on dealing with mortgage arrears.

Step Change Debt Charity

Free, expert debt advice on how to manage your money.

For support from Metro Bank:

If you are worried about making your mortgage payments, it’s really important to let us know. 

We want to help and there are a number of options we can look at with you, whether you need temporary support to get back on your feet or a long-term change. Don’t wait until you have missed a mortgage payment to talk to us – as soon as you get in touch we can start looking at solutions, which could prevent arrears on your mortgage.

How it works

We will ask you some questions about your situation, and you’ll need to complete a form setting out your income and your outgoings. This is so that we can understand your financial position and give you the right support.

When we speak to you, we may suggest that you contact one of the organisations listed above. It’s always a good idea to get independent advice on your overall financial situation, and advisers can help you with other debts and accessing other financial support, which we are unable to do.

There are a number of ways we can support you, such as agreeing reduced payments for a period of time. What we can agree will depend on your individual situation, and we will consider any proposal you make. We want to reassure you that our priority is to come to an arrangement with you, and any legal action is only considered when we have explored all possibilities with you.

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How to get in touch

  • Call our Mortgage Servicing team on 0345 319 1200. Our opening hours are 8.30am to 6pm Monday to Friday.
  • Complete this form and one of our specialists will give you a call. We aim to call within seven days.
  • Send us an email to – we will reply as soon as possible. Please provide your eight-digit mortgage account number, which starts with a 4 and can be found on any letter you have received from us about your mortgage.
  • Write to us at Mortgage Admin team, Metro Bank Plc, PO Box 1130, Uxbridge UB8 9XX