What makes this bank great it’s that everyone you speak to is knowledgeable, understanding and helpful. All queries are handled professionally and with upmost respect- whatever time of day or night yo... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
A simple switch process and brilliant customer services so far; We like the App and are happy with savings, credit card and our other account. We switched 2 months ago and have just been given our £17... See more
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Switching my account was seamless, excellent switch offer. Phone support which I used and had great customer service experience. Very good rates on savings account. Very good app. Clean and functional... See more
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Amazing customer service. Straight through to a friendly and helpful First Direct staff member within minutes. My query was answered quickly and efficiently. I’ve been with this bank for 3 decades and... See more
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Company details
About first direct
Information provided by various external sources
At first direct, banking’s done with you in mind. You can keep track of your money on your mobile app, or Online Banking. We’re the bank that’s never closed, you can talk to us about your money day or night, 365 days of the year. We’re here to give you everything you need to make the right decisions for your money.
App Store is a service mark of Apple Inc., registered in the U.S. and other countries. Google Play and the Google Play logo are trademarks of Google LLC.
Contact info
40 Wakefield Road, LS98 1FD, Leeds, United Kingdom
- 03 456 100 100
- www.firstdirect.com
4.5
Excellent
38K reviews
Replied to 90% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
First Direct ; agreat bank bank to deal with
First Direct bank are always helpful when you need them. They sorted my latest query in a quick and timely fashion and in a polite and patient manner.
They are a great bank to do business with and I wouldn't want to bank with anyone else.
April 21, 2026
Unprompted review
Reply from first direct
Hi James, thanks for taking the time to leave your 5-star review. We really do appreciate your loyalty, and we'll always do everything we can to provide the same great service you are used to. -Ashley
I’ve been with First Direct for longer…
I’ve been with First Direct for longer than I care to remember and I’ve never had any reason to complain. They are always at the end of the line if I need information and these days it’s a real pleasure to speak to a human instead of a bot. The customer service is impeccable and the staff are always very friendly and helpful.
April 22, 2026
Unprompted review
Reply from first direct
Hi Steve, it's amazing to see how much you value the service you receive from us. We see the benefits in having real people to help when it's needed, and we've never seen any reason to change that. Although our digital services have gone from strength to strength, you can't beat speaking to a human to get that extra assistance. Thanks so much for taking the time to leave your 5-star review. -Ashley
Unbelievably short time waiting…
Unbelievably short time waiting compared to other organisations. Customer service was excellent,very efficient and was able to solve the problem very quickly.
April 19, 2026
Unprompted review
Reply from first direct
Hello and thank you for taking the time to leave your review. We do like to think we are a little different to other organisations, having a real person available to is just one of those things we pride ourselves on. It's always nice to know it's appreciated. Thanks again for the 5-stars. -Ashley
Only been with First Direct for couple…
Only been with First Direct for couple of years but have found them to be very for my requirements. When I have needed to speak to someone, they have been prompt and very helpful in my requirements. The Regular Saver account that I use is excellent.
April 16, 2026
Unprompted review
Reply from first direct
Hi David, glad we've been able to offer you a consistent service in the years you've been with us. It's also great to know you enjoy the Regular saver, it's always a popular account. Thanks so much for the review. -Ashley
So easy
It is so easy to bank with first direct. The online process is very smooth and if you need to speak to anyone the customer service is excellent.
April 15, 2026
Unprompted review
Reply from first direct
Hello and thank you so much for the 5-star review. Really appreciate your compliments about both services we have to help manage your accounts. Always here no matter how you decide to bank with us. -Ashley
a need to speak …
On line banking is wonderful but sometimes you just need to speak to a human.
Readily available to chat and resolve any issue.
I've banked with First direct for many years.
Highly recommend
April 17, 2026
Unprompted review
Reply from first direct
HI Megan, thank you for taking the time to leave your review. It's brilliant to hear you make use of all the services we have to offer. Even better to know it takes about as long to get through to our people as it does to log in to the app, making it easier to get the extra help when needed.. -Ashley
Changed my phone and forgot my security…
Changed my phone and forgot my security details so couldn’t log in, helped by 2 patient and knowledgeable advisors who sorted me out and made sure I had full access. Best bank staff I’ve dealt with.
April 20, 2026
Unprompted review
Reply from first direct
Hi Frank, glad to see we were able to get you back online. Thanks so much for your kind compliments about the help you got, and our people as a whole. It's great to see this review along with the 5 stars. -Ashley
Useless first they failed to honor a…
Useless first they failed to honor a switch last year 2025 so the account was closed , or so I thought but during jan to April 2026 I kept getting emails finally got fed up and issued a complaint as the account is still open but non used, its still open. Under investigation by fd, so much for best customers service, I won't use them again.
If I could give a minus figure I would
November 1, 2025
Unprompted review
Reply from first direct
Hi Bill really sorry to hear about your experience in closing the account. Although the switch didn't complete this wouldn't normally close the account automatically. Apologies if you did specifically request to close it after that, I'm not sure why it wouldn't have done. It sounds like you have already but, if not, you can call us on 03456 100 100 and ask to speak with our customer relations team who will certainly look in to it for you. -Ashley
Great service felt with problem in very…
Great service felt with problem in very short time
April 17, 2026
Unprompted review
Reply from first direct
Hi Richard, thanks for letting us know about your experience. Very kind of you to leave the 5 stars. -Ashley
As an older client I find telephone…
As an older client I find telephone banking extremely convenient. I don't want to do online banking unless I have to. You staff at the call centre are most helpful, clearly spoken and polite as I hope I am with them. I have been with First Direct since 1997 when I couldn't get to a bank to pay my pay cheque in!
April 6, 2026
Unprompted review
Reply from first direct
Hi Martin, thank you so much for taking the time to leave your 5-star review. It's really kind of you to share your experience of speaking with our people. Online banking isn't for everyone which is why we still have the same great service we started with. It makes me happy to know you've been with us so long and have nothing but good things to say. -Ashley
The guy I spoke to was really helpful…
The guy I spoke to was really helpful and friendly.
Sorted everything really quickly.
Great service.
April 15, 2026
Unprompted review
Reply from first direct
Hi Jane, thank you for the 5-star review. Really glad to hear you got the right help in a quick and efficient way. -Ashley
My debit card was hacked.
When my debit card was hacked and some "nice" person tried to take money from my First Direct account, I saw it and immediately reported it to my bank. After checking, they proved it was a fraud and cancelled the payment immediately. They froze my account to stop on-line payments only and issued a replacement debit card, a week later, I was able to use my account again. The staff on the phone were great.
April 13, 2026
Unprompted review
Reply from first direct
Hi Suzanne, so sorry to hear you were the victim of card fraud. Really appreciate you taking the time to let us know about your experience, and how much help you got with securing your account. It's never nice when these things happen, but it makes it that much easier to deal with when you have the right help. -Ashley
You get through straight away to a…
You get through straight away to a customer advisor,who deals with you request very efficiently and courteously.
I don't think there is any other bank comes close to first direct,thank you you are the best.
April 15, 2026
Unprompted review
Reply from first direct
Hi Carol. Thank you for your 5-star review! We know how valuable our customer's time is, so we'll always do all we can to answer your call promptly and resolve any queries you have as quickly as we can. I'm so glad you've received such great service whenever you've gotten in touch. Thanks again for taking the time to review us today. -Sean
First Direct are the bank for me
First Direct are always helpful and patient. I have banked with them for over 30 years and have never doubted that they are the bank for me
April 18, 2026
Unprompted review
Reply from first direct
Hi David. Thank you for the 5-star review and for staying with us for over 30 years! We really do appreciate it. Without our amazing customer's like you, we'd not be the bank we are today! I'm so glad you've received such great service from us. Thanks again for taking the time to review us today. -Sean
As with a number of your other…
As with a number of your other customers, I have found the service to be helpful, informed, efficient and pleasant. I had been with my previous bank for a long time and had become unhappy with their service. It was my husband who recommended First Direct. What a difference. First Direct, First Class. Thank you.
April 22, 2026
Unprompted review
Reply from first direct
Hi Gillian. I'm so glad to hear your husband recommended us to you, and even more so that we've earned that recommendation with the great service you've received since joining. Thank you so much for the 5-star review! -Sean
Excellent customer service
Excellent customer service. You always speak to a person quickly from the UK and who does not have an accent that makes it difficult to understand.
April 20, 2026
Unprompted review
Reply from first direct
Hi Sue. I'm happy to hear you've had excellent service whenever you've had to get in touch. Thanks for taking the time to review us today. -Sean
In all the years I have been with First…
In all the years I have been with First direct. The customer service has always been 10 out of 10 always getting through without a waiting time and speaking to people that I can understand. I find First direct the best bank ever.
April 15, 2026
Unprompted review
Reply from first direct
Hi Linda. I'm so happy you've had such great service each time you've gotten in touch! Thanks for taking the time to review us today. -Sean
Great customer service
Great customer service, very helpful and no waiting on the phone listening to classical music!!!! for 20 mins. Always had good service from first direct.
April 22, 2026
Unprompted review
Reply from first direct
Hello Colin. I'm glad we were able to answer your call so quickly and provide such a helpful service. Thanks for taking the time to review us today. -Sean
Needed to check the status of a …
Needed to check the status of a cheque, catch by camera on the App.
Was able to assist and advise without any delay.
Was polite with good customer service skills.
April 20, 2026
Unprompted review
Reply from first direct
Hi Neil. I'm glad you received such good customer service when you got in touch to query the status of your cheque. Thanks for taking the time to review us today. -Sean
Amazing Service
Didn’t have to wait to speak to a person, or press this that or the other number to be where I needed to be.
Very friendly, knowledgeable and patient, sorted out my issues and resolved them. Brilliant
April 17, 2026
Unprompted review
Reply from first direct
Hello Margaret. I'm so glad we were able to answer your call quickly, and provide such great customer service. Thanks for taking the time to review us today. -Sean
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