Your 1st Account Reviews (570)
Becoming a legacy bank... fast
Been with them for over twenty years, yes twenty. They were fantastic to start with, however they have not kept up with the times, their online banking is a mess on the screen and the wife cannot get on with the app (which has not got that much better...
Read moreBeen with them for over twenty years, yes twenty. They were fantastic to start with, however they have not kept up with the times, their online banking is a mess on the screen and the wife cannot get on with the app (which has not got that much better over the years either!)
Unbelievably stubborn and stupid! What has happened to first direct?
We joined first direct eight months ago, based on their excellent customer service. Reading the many recent negative reviews, this appears to have drastically changed in a few months I have been with them. I am now in the process of switching my...
Read more We joined first direct eight months ago, based on their excellent customer service. Reading the many recent negative reviews, this appears to have drastically changed in a few months I have been with them. I am now in the process of switching my account to another bank after what happened yesterday!
I phoned first direct (spoke to Simon) to ask for help setting up access to my account using fingerprint recognition on my phone. All was going well, until I asked if my wife could also set it up on her phone. Simon said yes (we both had been speaking to him on speaker phone) then asked her, if anyone was able to hear the conversation or see the passwords. My wife said no, apart from my husband who he had just been speaking to. Simon then said that in order to proceed, I would have to leave the room. I joked that I would pretend to leave now, so that he could continue to speak to my wife. The tone of the conversation suddenly changed, and Simon said that he could not proceed with me listening anymore and so could not help my wife! I pointed out that when my wife and I opened the JOINT bank account (with a cheque book and statements with BOTH our names on) we were not told that the logon details and passwords we had set up together were only for one of us, and under no circumstances was the other one to know what those passwords were. I told Simon that my passwords were on my laptop (with a password), in a spreadsheet with a password, and in a locked house with an alarm. Simon said that my Wife of 22 years and who I have no secrets from, was not allowed to see MY logon details and immediately suspended access to OUR bank account! I demanded to speak to his supervisor and after 26 minutes on the phone, a women spoke but then immediately cut me off. I waited for her to phone me back, but she didn't, so I had to phone back again and go through the whole story with two other people. After banging my head against a brick wall for another 26 minutes, I was passed through to the security department to reset my passwords. At no point at all did they ask me if my Wife was listening! Once my account was accessible again, I started the bank switching process.
DO NOT BANK WITH THESE STUPID PEOPLE! You have been warned (by many people!)
Further to Andrew's reply below ...... you see; stubborn as mules! How did we used to apply for loans etc in the 'good old days' before 'progress'? Don't worry Andrew - I am taking my custom and money elsewhere. I suggest you look for another job ASAP before the First Direct ship sinks!
Update ..... I have had a letter from FD (Marianna Behan). No apology at all for the poor service; just a letter to say that FD "are obliged to suspend the service until we can speak to the customer". They WERE speaking to the customer; my Wife and I were both there, so there was no need to suspend the account.
She also said that security details should not be disclosed to a "third party" - it wasn't the window cleaner that knew my details. It was my WIFE who I share everything with and have done for 22 years - we have no secrets, but FD would now like us to! My Wife is also the joint account holder, so it's HER account also!!
Finally, the supervisor that I spoke to originally said (when I asked her to) that she would find the phone call that was made when we originally opened the account earlier this year, that proved FD told us that we had to have separate passwords. No surprise that this 'evidence' has NOT been produced, or mentioned in the letter from Marianna!!
I have now changed bank accounts - good riddance to FD!
Not the revolutionary, fantastic system it was years ago
I have been with First Direct for over 25 years and, initially, was totally impressed with everything they do. They were revolutionary and I loved that about them. ...
Read more I have been with First Direct for over 25 years and, initially, was totally impressed with everything they do. They were revolutionary and I loved that about them.
As the years went on I noticed that other banks were offering better deals and long-standing, loyal customers weren't seeing these benefits.
I doggedly stayed with them, partly because I didn't want the hassle of moving accounts but, mostly because their UK-based telephone service was superb (lovely staff!) and their internet banking was quick and straightforward.
Sadly, the changes they have made to their internet banking over the past few years have made quick and straightforward a thing of the past and, when I ring because I can't access my account online, I am waiting for an average 5 minutes before I get past the recorded messages to speak to a real, live person. When I mentioned this to one of the telephone staff I was told that all banks operate the same system now. This made me wonder, "Why am I staying with you then?".
I am now in the process of switching my bank account and going to be paid for doing so. I shall be sad to leave First Direct but times have changed and, regrettably, my loyalty has counted for nothing.
(The two stars awarded are because the staff are still lovely - as you long as you don't mind hanging on until you get through to them)
Best customer service
I only joined due to their incentive, and would have moved on to another but their service is so good ive stayed.
Fantastic, friendly service
I have had an account with First direct for around 6 Years now and have found the 1st account fits my needs perfectly. The account comes with a £250 fee free overdraft facility that takes away the worry of going slightly overdrawn and incurring fees. ...
Read moreI have had an account with First direct for around 6 Years now and have found the 1st account fits my needs perfectly. The account comes with a £250 fee free overdraft facility that takes away the worry of going slightly overdrawn and incurring fees. When I have called their Customer service department , I have always found them a pleasure to deal with and they deal with the enquiry promptly every time . Great account, excellent service.
Excellent service
first direct offer a good reliable online banking service
simply the best
nice to speak to a uk based help line. First direct make banking so simple
The best account
I've been with first direct for years. They are without doubt the best bank to deal with. Their phone service if you ever need then is second to none. The app is very good and very clear....
Read more I've been with first direct for years. They are without doubt the best bank to deal with. Their phone service if you ever need then is second to none. The app is very good and very clear.
The back account is clear and provides everything you need.
I would highly recommend first direct to anyone. I have encouraged several family members who have also moved to first direct and are also very happy.
Poor customer service - impossibly difficult online system to negotiate
Really disappointed with this bank (in process of switching to Metro). Basically, I joined almost as soon as it opened, and was pleased to recommend for quite a long time (to quite a few people). Unfortunately - as always seems to happen - it has...
Read moreReally disappointed with this bank (in process of switching to Metro). Basically, I joined almost as soon as it opened, and was pleased to recommend for quite a long time (to quite a few people). Unfortunately - as always seems to happen - it has grown bloated with self-satisfaction, uninterested in the consumer, and very well pleased with itself. So: the reasons I'm switching are: (1) poor customer service, (2) no interest on current account, (3) difficulty of negotiating online account, (4) insane level of security being required. Other than these: fab! (not!!!!)
Best customer service ever received from a bank
As it says on the box - this bank has the best customer service I have ever received from a bank! I highly recommend their first account if it works for you.
Rude and time-consuming
I have put up with First Direct for about two decades. They were excellent for a while but they've grown very arrogant and unhelpful over time - while their security features take forever (one gets a little fob, to create codes for every single...
Read moreI have put up with First Direct for about two decades. They were excellent for a while but they've grown very arrogant and unhelpful over time - while their security features take forever (one gets a little fob, to create codes for every single thing). I appreciate that security is an issue, but my husband doesn't have to do this, with Lloyds. Their staff are extremely offhand and unhelpful as well - and, in some ways, the worst of all - it's VERY hard to search for anything, or to accomplish tax returns, with their archaic system. I really would NOT recommend this online bank to a friend - would advise them to steer well clear, instead!
Great 24 hour banking
I've been with this bank for many years and have a savings account and also had a couple of personal loans with them. I consistently get great customer service with them and have absolutely no complaints.
Great customer service
Great customer service on the phone Convenient app and access to hsbc branches
Excellent customer service
Excellent service with UK based call centre - very helpful
Fantastic customer service
Helpful & friendly staff No long telephone waiting times!
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