Hampden Bank

Overall good branch to bank with or visit. 'White Shirt' can be a bit bossy, but you're best to avoid him if you don't want your day ruined. If he tried to bully you, just be sure to video the encounter. The manager types on the whole seem big headed, and don't have time for customers, but the general staff have time for customers and seem to care about them. I've only ever encountered one big que since I've been using the branch for many months - see picture - and from experience never really more than 2 or 3 people in front of me. The staff try to filter customer who may need to have their issue dealt with to one side i.e. at a desk, should they not be depositing or withdrawing, which is a good thing. Branch is air con which helps in Summer months. They could place some water their for customers as well as dogs. Metro bank pens are good, flow nicely. Money machine is great when it works, if you're a coin saver and need funds deposited into your bank without being charged commission. I think they should do away with the benches and obtain chairs because customers need to rest their backs while waiting; there's nothing to lean back on, and I personally like my own space, not having to sit close other other customers. The black guy is friendly and good at his job sorry, don't know his name and I think he should be prompted. Maybe when it's busy customers should be able to obtain a ticket for their place in the que and wait seated rather than que.

Staff more interested in chatting to each other than helping customers. Basically, wait an hour then it'll take us 45 minutes more to check the two pieces of identification that we have asked you to bring.

The banks service is absolutely appalling. They have staff walking around and having a laugh instead of actually doing their work. The line just to the front counters is around 10 people and only 2 counters out of 5 are open.

Pino amazing! I appreciate your help and the excellent service. I got the card on the same day this is the best. Really easy to open with him, he was really help and explain very patiently all the process. I will never change this bank and He also explain how easy is to switch which I did in the end. Really really pleased

Froze all my money while I was travelling just because I’ve logged in the app, refused to unlock my accounts business and personal even after I provided all document till I back and get into their branch in person. The Metro bank didn’t learn a thing from the 2-year Covid pandemic. Even after I got into the branch it took them 30 hrs and three more chasers to unlock my money. My direct debits and other payments were all late thanks to Metro. I left official complain as they didn’t provide any alternative method to unlock accounts while I am abroad, what if I travel for months? Metro refused to admit there is any issue, said it is a special sanction policy. So far I know they block you in Turkey and Finland. Never wanna use this bank ever again

Pino was really helpful. I opened a bank account with card within 15 minutes and it was a really helpful experience. Excellent service. 10/10 will recommend it to everyone.

Terrible bank, have never delivered when migrating business accounts to the time scales they provide. All cards seem to be in a constant state of paranoia with fraud blocks which causes us to have to wait in call centres queues for hours each month across the company. Huge waste of time

Quite probably the worst service experience I’ve had at a bank - online or bricks & mortar. When I showed by at 5:45, the employee’s main priority was to get me to leave. Was told I could only be ‘sure of being served if you come in between 10 and 2’. Appalling

Mr. Pino is a good and wonderful customer care officer. I came to the Bank today being 30/05/22 at about 08:55 to complain about my account being blocked because I tried several times to log into my account. The young man gave me a wonderful reception and immediately resolved my issue within 10 minutes. He is smart, clean and intelligent. Metro Bank will always be my bank. Thank you

HORRIBLE! A guy that looked homeless and was begging for money to customers walked in. He approached me although I was having a private conversation about my bank details with the agent and asked me for money. The lady didn’t ask him to leave, nor apologize for the inconvenience, she was very passive about it. There was NO security at all on site. Her manager was very chilled about it all, saying this was out of their control. When I asked him if he thought this was ok -as the man re entered the premises and asked everyone for money again- he eventually asked the man to leave and then told me I was “very judgmental” for making the assumption this man wasn’t stable and homeless he was begging for money to everyone in the branch and seemed high ... The manager refuted any responsibility for I quote “the behavior of a third party”. He had the wrong attitude, was very patronizing and had ZERO customer service skills; all was very robotic and passive. When I asked what would happen if this man attacked me further to this, he replied that this would be a matter for the Police. This is a BANK, sir! Security of your customers should be paramount! It clearly isn’t … Most obnoxious customer experience I’ve ever had with a bank in the UK. I’m disgusted!