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Review of the first direct, Current Account:

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Poor safeguarding and customer care

Waiting 17 months for a bank card. Waiting 8 months for POA to be recognised and still waiting. Bank have now locked the account of a disabled vulnerable person who has cognitive disabilities and is unable to verify her account. There is no safeguarding in place to prevent this from happening. We have been trying to sort this out for over 2 hours on the telephone. Line managers don’t take phone calls apparently and to make a formal complaint you have to first go to customer care (ironic title for a bank who thinks it’s ok to do this to people). Reviewed on: 20th December 2022

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