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 2024 and 31 December 2024. 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.
Number of complaints opened by volume of business
| Product / Service grouping | Credit Related |
| Provision (at reporting period end date)* |
5.88 per 1,000 accounts |
| Intermediation (within the reporting period)* | N/A |
| Number of complaints opened | 728 |
| Number of complaints closed | 713 |
| Percentage closed within 3 days | 65% |
| Percentage closed after 3 days but within 8 weeks | 35% |
| Percentage upheld | 23% |
| Main cause of complaints opened | N/A |
Glossary of complaint terms:
Provision: Information on context for ‘Credit related’ relates the number of complaints opened within the reporting period to the total volume of accounts at the end date 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/.