Information about our Business Current Account Services

We’re required by the Financial Conduct Authority to publish the following information about our business bank account.

How and when you can contact us to ask about the following things:

Mettle support:

• Mobile banking: Mettle in-app chat on Android devices and on iOS devices

• Telephone: 0800 069 8380

Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account.

* An asynchronous in-app chat functionality is available through the mobile banking app and internet banking, Monday to Sunday, 24 hours a day.

Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account.

Information about operational and security incidents 

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

Complaints

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

We are not required to publish a summary of our complaints data for the most recent six month period.

The Financial Ombudsman Service releases its complaints data every six months. You can find its complaints’ data about Mettle in its half-yearly complaints data report.

Opening a current account with us

Go to our FAQ on opening a Mettle current account to find out how you can open an account, and what information and documents you need to give us to open an account.

How quickly do we open business current accounts?

We give customers an account number and enable them to start paying into the account:

• The same day, for 77% of customers;

• On average, in 3 days; and

• Within 7 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask on this page, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

• The same day, for 0% of customers

• On average, in 4 days; and

• Within 6 days for 99% of customers

How quickly do customers get internet banking?

Once an account is open, we give customers internet banking*:

• The same day, for 100% of customers

• On average, in 0 days; and

• Within 0 days for 99% of customers

*As soon as your account is opened you can get access to the Mettle account within the Web App.

How quickly is an overdraft available?

Mettle does not offer overdraft.

Replacing a debit card

How quickly do we replace debit cards that have been lost, stolen or stopped?

We replace debit cards:

• The same day, for 0% of customers

• On average, in 4 days; and

• Within 6 days for 99% of customers

Learn more about opening a Mettle account here.

Note: The Mettle business current account refers to the Mettle bank account provided by National Westminster Bank plc trading as Mettle, not the e-money account provided by PPS, a trading name of Prepay Technologies Ltd which is an electronic money institution.