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first direct reviews

First Direct Logo
Rated Excellent • 4.70/5

first direct reviews

Verified business Last reviewed within 7 days
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  • 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 1,837 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
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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 1837 company reviews • Last reviewed within 7 days

Great app and easy to access information I need

Current Account • 14th April 2026

Great app and easy to access information I need

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

I like the feeling free overdraft

Current Account • 11th April 2026

I like the feeling free overdraft

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

    Competitive interest rate

    One of the leading interest rates on the regular saver at 7%. Very easy to use app, just set up a direct debit. Originally moved... One of the leading interest rates on the regular saver at 7%. Very easy to use app, just set up a direct debit. Originally moved to first direct because of a introductory reward payment, got my card details stolen (no fault of first direct) so didn’t use the card initially and then didn’t meet the criteria to get the reward which was really disappointing. The interest on the regular saver has persuaded me to stay with first direct for now. Read more Read less

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

    Offer a good rate and allow for a higher deposit tha...

    Offer a good rate and allow for a higher deposit than most

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

    Happy long-term customer

    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
    Current Account
    Ivor S 31st March 2026
  • 5/5

    Customer service is excellent

    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
    Current Account
    KS 29th March 2026
  • 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

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