Smart Money People Logo
Go to business site

Voting in the British bank awards 2026 is open - Vote here

Share this page
Link copied

first direct reviews

First Direct Logo
Rated Excellent • 4.70/5

first direct reviews

Verified business Last reviewed within 7 days
Write a review
  • Fully digital service with no in-person branches
    Fully digital service with no in-person branches
  • Manage your account or policy via an app or website
    Manage your account or policy via an app or website
  • Offers digital wallet and contactless payment support
    Offers digital wallet and contactless payment support
  • FCA approved and regulated
    FCA approved and regulated

Review summary

People rate this company as Excellent based on 1,833 product reviews

Average score of 4.70/5
5 star
85%
4 star
9%
3 star
2%
2 star
1%
1 star
3%
Reviews for first direct have trended negatively over the past 90 days

First Direct nails it with brilliant customer service that’s always quick, friendly and easy to reach, making banking feel personal and hassle-free. Their app is straightforward and reliable, perfect for managing money on the go, while their regular saver account offers some of the best interest rates around. On the downside, some find the app a bit basic and limited compared to newer banks, with occasional glitches and restrictions like early cut-off times for payments. A few have also noticed a dip in service quality recently and wish the bank rewarded loyal customers better instead of focusing on switcher incentives.

Positive themes

  • First Direct’s customer service is quick, friendly and always easy to reach by phone or app.
  • The First Direct app is simple to use and reliable for everyday banking tasks.
  • First Direct’s regular saver account offers some of the best interest rates available.

Negative themes

  • The app lacks some modern features and can be glitchy or limited in functionality.
  • Customer service has declined recently with longer waits and less helpful staff.
  • Some customers faced issues with fraud handling and felt unsupported by First Direct.
Summarised by AI
Was this helpful?

About first direct

first direct is a digital bank with headquarters in Leeds.

first direct is a division of HSBC UK Bank. It was founded in 1989 and was the UK's first telephone bank and the first to offer 24/7 service.

first direct help customers with bank accounts, mortgages, loans, credit cards, savings, investments and insurance.

first direct at a glance

Contact details

Phone
03456 100 100
Main address
first direct, 40 Wakefield Road, Leeds, LS98 1FD
Social media

Reviews for first direct

Showing 11 of 1833 company reviews • Last reviewed within 7 days

Happy long-term customer

Current Account • 31st March 2026

I’ve been a mortgage customer for over a decade. Can’t fault them. App and phone service always excellent

{"display":"Ivor S","full_name":"Ivor S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
Read more product reviews

Customer service is excellent

Current Account • 29th March 2026

Customer service is top notch and I value being able to speak with a real person quickly and easily over a chatbot. Never had any... Customer service is top notch and I value being able to speak with a real person quickly and easily over a chatbot. Never had any difficulties with them. I used to switch my current account yearly to take advantage of joining offers but since joining first direct I haven’t switched as they are so much better with communication than any other bank I’ve tried. Read more Read less

{"display":"KS","full_name":"KS","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
KS
Rated Excellent • 5/5
Read more product reviews
  • 5/5

    Always there when you need them

    Access via website or mobile app access is available any time of day or night. Always helpful and there when you need them for service!

    {"display":"Bryan","full_name":"Bryan","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Current Account
    Bryan 27th March 2026
  • 5/5

    First Direct are First Class

    I have banked with First Direct for 30 years and have never had an issue. Their customer services team/advisers are excellent and always helpful and... I have banked with First Direct for 30 years and have never had an issue. Their customer services team/advisers are excellent and always helpful and knowledgeable. Their banking app is easy to use and intuitive and 99% of the time you can find the answers to any queries. If not you can always get through to someone on the phone.I would 100% recommend First Direct to anyone. Read more Read less

    {"display":"Janey H","full_name":"Janey H","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Current Account
    Janey H 26th March 2026
  • 5/5

    Excellent customer service staff who value customers

    I have experienced financial difficulties over the past year and First Direct have been very helpful and accommodating with my situation. I will remain loyal... I have experienced financial difficulties over the past year and First Direct have been very helpful and accommodating with my situation. I will remain loyal to them due to their excellent customer service who are always on hand to help, thank you and well done Read more Read less

    {"display":"Josh","full_name":"Josh","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Current Account
    Josh 26th March 2026
  • 5/5

    Efficient banking with great customer service!

    Moved from Lloyds a while ago, and the upgrade in customer support was immediately felt. Transfer was slick, the welcome comprehensive and the subsequent service... Moved from Lloyds a while ago, and the upgrade in customer support was immediately felt. Transfer was slick, the welcome comprehensive and the subsequent service excellent. Transferring money is subject to a well balanced check, including checking the targets account matching. Only had to phone their support service twice and both queries dealt with in a friendly and satisfactory way. A modern slick bank account that watches out for you. Highly recommended. Read more Read less

    {"display":"Peter Brooks","full_name":"Peter Brooks","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
  • 5/5

    Excellent customer service.

    Excellent customer service. Very friendly, informative and always solves a problem. I will stay with this bank and recommend it to everyone!

    {"display":"Valerie Lewis","full_name":"Valerie Lewis","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Cash ISA
    Valerie Lewis 26th March 2026
  • 5/5

    Easy to open accounts online and app is great

    Easy to open accounts online / App is great / communication is great. Been with FD for 30 years and see no reason to move. Range of products is perfect for me

    {"display":"Anita Ridgley","full_name":"Anita Ridgley","avatar":{"url":"\/assets\/uploads\/avatars\/users\/699585.png"}}'s avatar
  • 5/5

    Great online banking.

    Great online banking. Very easy to set up.

    {"display":"Alan","full_name":"Alan","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Current Account
    Alan 25th March 2026
  • 5/5

    Our kid wrote

    Excellent service! They go the extra mile to help!

    {"display":"A H","full_name":"A H","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Current Account
    A H 25th March 2026
  • 5/5

    A good return on your savings

    Excellent fixed interest rates offered for 12 month regular savings account

    {"display":"Stu","full_name":"Stu","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Fixed Rate Savings
    Stu 25th March 2026

    Products from first direct
    Showing products offered by first direct

    We are Smart Money People

    Join 2 million active users who make better financial decisions with the power of reviews.

    Create an account

    Protecting trust by verifying companies and reviewers

    The only site that specialises in financial services

    Providing everyday people with a voice