Metro Finance Reviews 

I was looking for a mortgage this year and having chosen Metro Finance, I wish to confirm it’s been the best decision I’ve made in sometime.
From the first phone call with Nick Egan and I believe his work partner Lauren Cunningham has been nothing short of amazing great customer care, support and working knowledge.
With Lauren I must thank her so much for her supportive attitude and patience towards me re submitting paperwork / documentation.
With Nick again his supportive attitude and understanding my needs re mortgage
If you are reading this review please understand this is a well heartfelt honest review and definitely recommend using Metro. I would have given a 5* but the telephone system is frustrating but they are not alone it’s just the world we live in

These guys have just taken me through the application process for a new home. Thoroughly professional but with a very friendly approach. I must thank Ellie Clarke in particular, she was very supportive and communicative. She needs a pay rise!

Metro has been really great with communicating with me throughout this process. They have been quick and efficient and has been really easy to get in touch with if I had any questions.
Lois Gagen and Natalie Johnston have been really really helpful

Really good experience with Metro. Rob Hoyle was friendly, professional and efficient. Sign off was relatively simple process even when using my own mortgage advisor.

10/10
My experience with Metro finance was outstanding.
Professional and very responsive, they made our affordability process very smooth. Lois has been amazing with all our paperwork and explained every step. Highly recommend

To access flats for the visit we had to register with Metro Finance multiple times. Each time it was working well. When choosing the preferred option, Robert Hoyle and Daniel Stobbart were really helpful. A lot of documents to provide but it was clearly listed. I must have called them severals in my worried times to ask questions, but they've alsways answered or called back if needed. Thank you!

Excellent company to deal with, they were so helpful at every step of the way during my application. Special thank you to Bethany who looked after my case. Thank you again, you made the whole process so simple and easy.

Spoke with a great guy called Ludo. Really helpful and I was an absolute nuisance to the whole office, Calling all the time. I was kept updated and every advisor was polite and all promises followed up. They all deserve a pay rises. Not pizzas

Thank you

Bethany was absolutely brilliant and made my process not only stress free but also quick and efficient with amazing reply speed and explanations of everything I needed

Highly recommend

If you have any complexity in your application, avoid Metro Finance. My experience with this firm was painful, drawn-out, and completely unprofessional from start to finish.

​I was applying as a 100% cash buyer for a Shared Ownership property, meaning I required an affordability assessment and a source of funds check...not a mortgage. I dealt primarily with Lauren Cunningham and Amy Pullen, who repeatedly demanded extensive evidence and documentation. I provided every single document on time, navigating their incredibly clunky and frustrating CRM system to do so.

​Throughout the process, they signed off emails with clear assurances that providing "just this next document" would allow them to sign off my application for the housing association.

​Instead, after providing everything requested, I received an outrageous, automated-sounding rejection from Lauren stating: "After careful consideration and review of all information and documents provided, I regret to inform you that I am unable to provide a recommendation suitable for your circumstances, and I will not be able to assist you any further on this occasion."

​To be clear: I am a cash buyer. I did not ask for, nor do I need, a mortgage "recommendation."
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When I emailed asking for clarification on what this actually meant for my housing application or why I was being rejected, Lauren refused to answer. I then went through their official complaints process. Astoundingly, the complaint handler provided zero clarification and literally just repeated the exact same copy-paste paragraph from the original email.
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This is a complete failure of customer service and a blatant breach of the FCA Consumer Duty, which legally requires financial firms to ensure customers understand their decisions and are communicated with clearly.

Metro Finance offered no transparency, no explanation, and no support. A completely hostile and incompetent experience.

An appalling, humiliating and completely unacceptable experience

I would give Metro Finance zero stars if that were possible.

Our application was handled by Grace Hopkinson, whose level of professionalism, communication and customer service was, in our experience, completely inadequate for someone dealing with such an important and sensitive process.

We provided Metro Finance with an extraordinary amount of private financial information for a Shared Ownership application. We were asked about virtually every aspect of our lives: shopping expenses, phone bills, subscriptions such as Netflix, childcare costs and numerous other household expenses. We cooperated fully because we believed we were dealing with qualified professionals helping us purchase a family home.

After this extremely intrusive process, our application was apparently rejected because our combined income had been calculated at £90,200 — only £200 above the £90,000 threshold.

However, when we asked Grace Hopkinson to explain how that figure had been calculated and exactly what information the rejection was based on, we were told that this could not be disclosed to us. This is completely unacceptable. Metro Finance was happy to demand every private detail of our financial and personal lives, yet refused to provide transparency about a decision made using that same information.

We had completed similar Shared Ownership assessments with other brokers and housing providers only a few months earlier. Our employment, income and personal circumstances were essentially the same, and those assessments had been accepted. Metro Finance was the only company to produce this outcome, while refusing to properly explain its calculations.

The attitude we experienced from Grace Hopkinson was dismissive, disrespectful and, at times, felt almost mocking. As an Italian applicant with a Spanish partner, the way we were spoken to made us feel extremely uncomfortable, unwelcome and treated without the respect that any customer deserves. I cannot state what motivated that attitude, but I can state clearly how it made us feel.

Even more unprofessionally, the rejection was communicated to the company selling the property before it was properly communicated to us, despite the fact that we were the applicants and had provided all the information. We were treated as though our involvement and feelings were irrelevant.

Because of the way the case had been handled, we requested to speak to a supervisor or manager. Unfortunately, the manager’s response was no better. Rather than investigating the situation, reviewing the calculations or addressing our concerns, the response was essentially that Grace Hopkinson had already made the decision and, because the application had been rejected, nothing more could be done.

A manager’s responsibility should not simply be to defend an employee regardless of what has happened. A competent manager should listen, investigate, explain the decision and take responsibility for the service provided. None of that happened.

We were not purchasing a household appliance. We were trying to buy a home for our family. A process of this importance requires competence, sensitivity, transparency and accountability. In our experience, Metro Finance, Grace Hopkinson and the management team demonstrated none of these qualities.

Based on the way our application was handled, I genuinely believe Grace Hopkinson should seriously reconsider whether a customer-facing financial role is suitable for her. The lack of clarity, empathy and professional accountability was astonishing.

This was one of the worst customer-service experiences we have ever encountered. I would strongly advise anyone considering Metro Finance to think very carefully before providing them with their most private financial information.

We will also be submitting a formal complaint and seeking legal advice regarding the handling of our application, the lack of transparency surrounding the decision and the way our personal information was used.

Rob & Joel made the process easy, kept me informed throughout. Extremely polite and understanding. They did everything possible to get me to the end even though my case was not the easiest to sort. Extremely grateful to each of them for their help.

Metro has been amazing. Really quick and professional. Especially Asad, he has been a massive help and is very appreciated.

Joe was brilliant from start to finish. He helped us get signed off for a development and made the whole process so much easier. He was always quick to respond, attentive, and happy to answer all of our (sometimes stupid) questions. Nothing ever felt like too much trouble.

I had a great experience with Metro Finance throughout affordability assessment. Arun and Ben were both fantastic to work with, they were efficient, responsive, and incredibly helpful from start to finish.

They were always available to answer my questions, kept me updated throughout the process, liaised with lenders on my behalf, and handled all the document checks and verification promptly. Their professionalism and support made what could have been a stressful process much smoother.

I would highly recommend Metro Finance, to anyone looking for knowledgeable and reliable advice.

As a first time buyer, Metro made the experience extremely easy, and were great at communicating at every step of the process. I’d highly recommend Metro, a massive thank you to Rhoda, Lois and Caitlin for all their help.

All in all very smooth and a very good experience. Throughout the whole process there was never a moment where communication was an issue. The £500 broker fee was most definitely worth it (especially considering others charge more for barely half as good service). Thank you to Metro and if you’re just starting out, they definitely work for their money!

Lois handled my application and was great, from start to finish. She was pleasant and professional and always on hand if I needed to ask anything. She handled the whole process very efficiently. Nicholas gave good advice and had a nice manner about him, which was reassuring. Thanks very much to you both.

Arun was super helpful and dealt with all of my documents immediately.

Really positive experience with Metro Finance helping us secure our new mortgage. The whole process felt smooth and much less stressful thanks to their support.

Special thanks to Chelsea and Craig, who were both brilliant throughout — always quick to respond to any questions and great at explaining everything clearly. Their help and reassurance were really appreciated. Would definitely recommend!