first direct Reviews

  Ratings based on 908 reviews       Last review 6 days 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

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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1st Account

Excellent customer service

Easy to contact (no tedious telephone menus) and always helpful

Reviewed on 13th April 2021
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Simon Tilling
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1st Account

Been with them since they started. Not a single complaint in over 30 years

Love them. Real people who are empowered. Systems work.

Reviewed on 11th April 2021
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Dougie Barr
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1st Account

Best UK bank by far

I have had my account with first direct for 23 years and have never had a reason to complain.

Reviewed on 7th April 2021
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Dan Grindey
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Credit Card

Flawless customer service.

Flawless customer service. I always get the help I need within minutes. I've never called and waiting more than a couple of seconds before I'm speaking to somebody who's willing to help me.

Reviewed on 5th April 2021
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Mark
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1st Account

Fantastic

Excellent friendly banking service, easy to use app and the customer service is second to none.

Reviewed on 3rd April 2021
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Laura Jane Scarlett
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1st Account

Reliable but not earth shattering

I have banked with HSBC for 35 years and First Direct for over 20. I liked the telephone banking service and the branding and the innovation of the business as the time. There is a push now towards digital banking and away from calling and I feel a... Read more

I have banked with HSBC for 35 years and First Direct for over 20. I liked the telephone banking service and the branding and the innovation of the business as the time. There is a push now towards digital banking and away from calling and I feel a bit side lined. However whenever I do speak to a customer service person the service is always good. I think the online banking space is a worry for many people from a security perspective. I do find my Starling business bank account on mobile to be easier to navigate than FD.

Reviewed on 1st April 2021
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Nicky Pearson
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1st Account

Always there to help!

As a personal customer of First Direct, I tend to do most transactions via the app or online. On the few occasions I have needed to speak with someone, I've been impressed by the way that my calls were answered quickly (by a human) and that person... Read more

As a personal customer of First Direct, I tend to do most transactions via the app or online. On the few occasions I have needed to speak with someone, I've been impressed by the way that my calls were answered quickly (by a human) and that person took ownership of my query to resolution, rather than passing me around different departments.

I've tried other banks, including some private offerings, and find First Direct better than all of them!

Reviewed on 29th March 2021
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CCR
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1st Account

a gift that keeps giving

having been with nationwide for 25 years, I had a fallout over something that was nothing to do with me personally. A new bank was needed. I chose TSB, they then changed their computer system and a couple of times I was not able to access my own... Read more

having been with nationwide for 25 years, I had a fallout over something that was nothing to do with me personally. A new bank was needed. I chose TSB, they then changed their computer system and a couple of times I was not able to access my own money. I came across First Direct and gave them a go.. Have been with them for about 3 to 4 years now. Have my account with them, a free overdraft if needed, My mortgage is with them, now have a credit card and small loan with them. Have never had any trouble getting through or having things sorted for me. My Son recently came over to the first direct family too.
during these times I expect to have little delays, having had covid myself, I know how it affects the normal day to day running. Give them a chance and once this is over they will shine once more.

Reviewed on 28th March 2021
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stephen
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1st Account

Lack of innovation

Feel like they used to be the go to online bank, but in recent years the app hasn’t changed, processes feel clunky and the app doesn’t have anything ‘wow’ or exciting about it. It doesn’t help with managing money and lacks innovation.

Reviewed on 23rd March 2021
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K Beevers
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1st Account

Perfect online service with phone support

I have dealt wit first direct since I spent a year abroad and they were a perfect solution when travelling or abroad to manage finances back home.

Reviewed on 20th March 2021
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Roy Haworth
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1st Account

Excellent Customer Service

I have been banking with First Direct for over ten years now. They answer the phone promptly, and deal with any query I have had... Read more

I have been banking with First Direct for over ten years now. They answer the phone promptly, and deal with any query I have had efficiently.
They have knowledgeable and polite staff.
There app service is easy to use and I have never had any problems with my banking.

Reviewed on 16th March 2021
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Kirsty
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1st Account

Why can't all banks be as efficient as this?

I joined in the days before internet banking and was initially worried about the lack of branches, but very quickly my only regret was not moving to them years previously. Efficient, competent, knowledgeable, friendly: everything we all want from bank... Read more

I joined in the days before internet banking and was initially worried about the lack of branches, but very quickly my only regret was not moving to them years previously. Efficient, competent, knowledgeable, friendly: everything we all want from bank staff but sadly often don't get.

Reviewed on 10th March 2021
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Robert Kletz
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1st Account

Brilliant

Have been with First direct since the beginning. Have always been impressed. Love the online app & customer service is brilliant

Reviewed on 10th March 2021
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trudigk
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1st Account

Does what it says on the tin!

I'v been with First Direct for over 25 years and they get it right most of the time. Bearing in mind that they are owned by HSBC, it is impossible to understand why their parent is so incompetent when it comes to online banking!

Reviewed on 10th March 2021
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leighb2000
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1st Account

Still the best for service

Although there are a plethora of challenger banks snapping at its heels, first direct retains its key advantage - the best customer service in the market. The combination of app, web and UK call centre provides the omni-channel availability that their... Read more

Although there are a plethora of challenger banks snapping at its heels, first direct retains its key advantage - the best customer service in the market. The combination of app, web and UK call centre provides the omni-channel availability that their customer base requires, and even in pandemic world they have maintained great standards

Reviewed on 28th February 2021
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Stuart Bishop
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1st Account

Scam

Late 2020 victim of two linked scams. FD have withheld over £3K of first one as "punishment" for not taking more care. Complaint letter factually incorrect. Granted loan didn't ask for, not checked with me because "it was done online". Account fraud ... Read more

Late 2020 victim of two linked scams. FD have withheld over £3K of first one as "punishment" for not taking more care. Complaint letter factually incorrect. Granted loan didn't ask for, not checked with me because "it was done online". Account fraud their own department, debit card fraud covers FD, HSBC, M&S Bank. When agent called she used wrong one so made me more suspicious. Thankfully recipient of part of loan was suspicious and refunded my money. Learn from this FD! Ombudsman has been in touch with FD so hopeful of getting money back. Shame it's more than would be covered by small claims court. Had phone number for initial scammer, FD didn't want it initially. Same with two e-mails. Blaming account holder seems easy way out. Shambles is only way to describe FD security!

Reviewed on 18th February 2021
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JuliaP
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1st Account

Avoid as much as you can

Terrible customer service. Fail to see why it scores highly, the reviews you see must be fake.

Reviewed on 17th February 2021
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Lee Hadfield
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1st Account

Customer relations do not give a damn

After being a customer for 20 years of first direct, I will be closing my account and going elsewhere due to the lack of customer services received on a... Read more

After being a customer for 20 years of first direct, I will be closing my account and going elsewhere due to the lack of customer services received on a complaint.
Customer relations do not care about the rude and unhelpful service.
Will be raising a complaint with the financial ombudsman!

Reviewed on 10th November 2020
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Loan Uong
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