first direct Reviews

  Ratings based on 976 reviews       Last review 1 week ago    

First Direct reviews written by our Smart Money People can help you to find out more about life with this bank. Multi-award winning First Direct claim to "listen, have a conversation and recognise that it's your money, not theirs." Smart Money People...

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First Direct reviews written by our Smart Money People can help you to find out more about life with this bank. Multi-award winning First Direct claim to "listen, have a conversation and recognise that it's your money, not theirs." Smart Money People is the UK's independent financial services review site. Read and write First Direct reviews, and together we can help to increase trust and transparency in financial services.

Overall Rating

Amazing

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first direct Review Insight

What are people saying in their reviews?

Speed

65% of feedback is People related

Customer profile

Top Age Profile: 45-54

Top Channel Preference: Online

Best British Bank 2017 Winner Winner of ‘Best British Bank’ in the British Bank Awards 2017

1st Account

Rude and incompetent staff.

Had a joint bank account with FD a couple of years ago. We closed it not long after opening it as one day, during a phone call to the bank I was asked for one of many pass codes / pass words / memorable places etc for a fairly simple request. Fine... Read more

Had a joint bank account with FD a couple of years ago. We closed it not long after opening it as one day, during a phone call to the bank I was asked for one of many pass codes / pass words / memorable places etc for a fairly simple request. Fine .... I understand their security is for my benefit, but the problem started when the person I spoke to realised that my Wife was in the same room and had heard me answering the security questions. He immediately froze our JOINT account!!! Long story short; he wouldn't un-freeze it and it took a lot of effort from us to get it active again. No apology at all from FD, even when I complained. The account was closed in protest and the credit balance transferred to a decent bank. Since then, I have had multiple letters and statements from FD as there is 13p credit on the account for some reason? I have contacted FD several times by letter and phone calls, to tell them that the account was closed two years ago and to stop sending letters to our old address as we have moved from there's twice since and it's getting a bit annoying for the current owner, to send post on to us! Today (25/11/21) they have sent yet ANOTHER bank statement to that same address, but at least this time it does say account closed! Still sent it to the wrong address though. WHAT A BUNCH OF USELESS NUMPTIES!!

Reviewed on 25th November 2021
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NOT happy!
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1st Account

Appalling Customer Service

I was a loyal customer of FD for over 30 years but recently received the most appalling customer service and sadly have moved banks. Their people first and continous PR about excellent customer service are just empty words and promises. Just treated... Read more

I was a loyal customer of FD for over 30 years but recently received the most appalling customer service and sadly have moved banks. Their people first and continous PR about excellent customer service are just empty words and promises. Just treated like a number and FD didn't even say they were sorry to see me go after 30 years. Clearly loyal customers mean nothing to them.

Reviewed on 8th November 2021
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Alyson Finn
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1st Account

The Most Efficient Company

I've been with First Direct for many years and have never had a bad word to say about them. Their customer service is second to none. Absolutely fantastic in all respects

Reviewed on 27th September 2021
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Kevin Berry
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1st Account

14 plus years

Simply Excellent banking. Long term customer. Had multiple interactions. Always available, nice staff and never an issue.

Reviewed on 9th August 2021
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Ross
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1st Account

Trusted banking

I have been with this bank for many years. Consistently voted for excellent customer services, I have no problems in agreeing with that

Reviewed on 4th August 2021
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Tony Almond
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1st Account

Great bank destroyed

I have banked with them from the start and they were excellent. They now have a new boss and customer service is appalling. Long waits to speak to someone who then does nothing to resolve problem. They want to compete with new internet banks but... Read more

I have banked with them from the start and they were excellent. They now have a new boss and customer service is appalling. Long waits to speak to someone who then does nothing to resolve problem. They want to compete with new internet banks but their IT is not good enough. They no longer want to speak to customers because it is too expensive but that is what made them so good.

Reviewed on 31st July 2021
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Tony Harrie
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1st Account

easy to access phone or on line

easy to access by phone or on line

Reviewed on 29th July 2021
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A Chiver
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1st Account

For a telephone bank their service has failed

Used to get excellent service. Today held on for over 30 minutes. No one answered telephone or online chat. Eventually got through transferred to another department and then got disconnected. For a telephone bank that is extremely poor service. Need... Read more

Used to get excellent service. Today held on for over 30 minutes. No one answered telephone or online chat. Eventually got through transferred to another department and then got disconnected. For a telephone bank that is extremely poor service. Need to take my business somewhere else.

Reviewed on 24th July 2021
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sandeep jayawant
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1st Account

no one answers the phone

customer service very very poor

Reviewed on 19th July 2021
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Ian Latimer
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1st Account

Hopeless

Cannot get through on the phone

Reviewed on 11th July 2021
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Jon Paul
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1st Account

Good overall.

Easy to use app,good customer service on the phone.

Reviewed on 29th June 2021
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Dominic mcdonagh
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1st Account

Would give a zero. AVOID AVOID AVOID

Mobile app is terrible Online banking is terrible Help line has atleast a half an hour hold time. If you don't want to smash your phone or laptop each time you try and do any thing please use another bank

Reviewed on 18th June 2021
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Andrew Green
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1st Account

Incredibly helpful customer services

I was a victim of a massive scam. Leaving me penniless. First Direct were superb and reinstated all my accounts fully. So kind and understandin

Reviewed on 18th June 2021
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William Campbell
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1st Account

Best ever Bank

I transferred to First after 25 years with Clydesdale. What a difference! It was like stepping from the nineteenth century into the twentyfirst. They have the best and I mean THE BEST customer service of any company I have encountered.

Reviewed on 18th June 2021
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John Honey
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1st Account

Good support team

I have very little to say except they are always looking after there customers interest there online banking fraud team are on the ball and deal with any fraudulent transaction discreetly and gives confidence to the customer knowing that there... Read more

I have very little to say except they are always looking after there customers interest there online banking fraud team are on the ball and deal with any fraudulent transaction discreetly and gives confidence to the customer knowing that there security is in safe hands

Reviewed on 15th June 2021
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Stuart
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Fixed Rate Mortgage

Mortgage and home improvements

Both remortgaging and borrowing for home improvements, I found First Direct had the best deals, they were so easy, professional, helpful and friendly to deal with. It was like talking to a friend who anted to do right by you, yet at the same time not... Read more

Both remortgaging and borrowing for home improvements, I found First Direct had the best deals, they were so easy, professional, helpful and friendly to deal with. It was like talking to a friend who anted to do right by you, yet at the same time not pushy at all ( which I hate with a passion). I have recommended to friends and family alike with positive outcomes.

Reviewed on 14th June 2021
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Louise Dalgarno
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1st Account

Personal service with no bots

You always get to speak to an actual helpful person. No issues with long waits, irritating music or bots

Reviewed on 14th June 2021
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Ailsa Sheldon
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1st Account

USELESS BANKERS

I have held my account with First Direct for over 25 years and in the early days remember thinking how forward looking and efficient a bank it was, that communication and connectivity was excellent. What a shame that it has become a bureaucratic pile... Read more

I have held my account with First Direct for over 25 years and in the early days remember thinking how forward looking and efficient a bank it was, that communication and connectivity was excellent. What a shame that it has become a bureaucratic pile of departments that are unable to speak to each other, and incapable of doing something as simple as issuing a bank card.

You haven’t just slipped down the rankings from 1st place to 3rd place (Which Magazine), you have lost complete control of what you are doing day to day and that it is customer satisfaction and ability to problem solve for customers that you have given up.

Reviewed on 3rd June 2021
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Mark
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1st Account

Amazing customer service

Having bad experiences with other banks I moved to First Direct about 8 years ago and I am never one to leave reviews. But their customer service every time are the friendliest and most helpful people I've spoken to on the phone in any company. I've... Read more

Having bad experiences with other banks I moved to First Direct about 8 years ago and I am never one to leave reviews. But their customer service every time are the friendliest and most helpful people I've spoken to on the phone in any company. I've had dozens and dozens of calls with them now and each time the advisors are always very polite, friendly and clear and helpful in the way that they speak. The app and online banking security levels make me feel safe with my banking.

Reviewed on 5th May 2021
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Olivia
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1st Account

Terrible

I can’t get into my account the customer service is a joke . I use online banking all the time yet this one drives me mad. I can’t even close my account so I’m draining my account and moving my money elsewhere!

Reviewed on 27th April 2021
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Stephen Harding
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