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 1 July 2023 and 31 December 2023. 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 1 July 2023 – 31 December 2023
Brands/Trading names covered RateSetter

Number of complaints opened by volume of business

Product / Service grouping Credit Related
Provision (at reporting period end date)*

5.75 per 1,000 accounts

Intermediation (within the reporting period)* N/A
Number of complaints opened 1028
Number of complaints closed 1019
Percentage closed within 3 days 74%
Percentage closed after 3 days but within 8 weeks 26%
Percentage upheld 25%
Main cause of complaints opened N/A


Provision: Where the firm is the provider of the product, using the total volume of accounts held at the end of the reporting period

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/.