RateSetter complaints data

Complaints data

Complaints are an opportunity to learn what works and what doesn’t, so we take them very seriously. We want to make sure your RateSetter experience is as positive as possible, and will do everything to resolve your complaint as quickly as possible.

We do our best to get everything perfect, but on occasion something can go wrong. We publish information about the number of complaints we’ve received every six months, in an effort to show you how we’re doing. We also send this information to our regulator, the Financial Conduct Authority (FCA).

The table below shows all complaints received between July and December 2021. We publish all data on all the complaints we’ve received, including those which were resolved immediately.

The majority of complaints we received were resolved in three days or less, and we aim to resolve matters at the first point of contact wherever possible.

Firm Name Metro Bank
Group (If Applicable) N/A
Other firms included in this report (If any) N/A
Period covered in this report 01 July – 31 December 2021
Brands/Trading names covered RateSetter

Number of complaints opened by volume of business

Product / Service Group Credit Related
Provision (at reporting period end date)* 6.28 per 1,000 accounts
Intermediation (within the reporting period)* N/A
Number of complaints opened 1025
Number of complaints closed 1012
Percentage closed within 3 days 75%
Percentage closed after 3 days but within 8 weeks 25%
Percentage upheld 29%
Main cause of complaints opened


Provision: Where the firm is the provider of the product, using the total volume of accounts held at the end of the half-year.

Percentage upheld: The percentage of complaints where we have found in favour of our customer.

RateSetter is a trading name of Metro Bank PLC specialising in delivering market-leading personal loans. For more information about Metro Bank please visit https://www.metrobankonline.co.uk/help-and-support/forms/give-us-feedback/complaints-data/