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Ratings based on 570 reviews Last review 2 weeks ago

First Direct 1st Account reviews come from people like you! With so many different current accounts now available, you can read these honest First Direct 1st Account reviews to find out what life as a First Direct customer is really like. And...

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First Direct 1st Account reviews come from people like you! With so many different current accounts now available, you can read these honest First Direct 1st Account reviews to find out what life as a First Direct customer is really like. And remember, if you are a First Direct customer, you can write a short review here to help other potential customers. Smart Money People is the UK's leading financial services review site and dedicated to being an independent and honest source of First Direct 1st Account reviews. Together, we can make financial services work better for everyone.

5 488
4 58
3 10
2 7
1 7

Your 1st Account Reviews (570)

4th November 2019

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...

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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 over the years either!)

24th October 2019

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...

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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!

19th July 2019

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. ...

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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)

23rd June 2019

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. ...

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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. 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.

10th May 2019

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....

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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.

9th May 2019

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...

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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 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!!!!)

1st May 2019

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...

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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 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!

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