first direct Reviews 38,388

Unfortunately I didnt have the usual conversation with FD last friday 17th.
Ive always found them pleasant quick & efficient, however in my call relating to a credit card i spoke to 4 people all of which could not answer my enquiry regarding charges. I was on the phone for at least 1.5 hour which has never happened. It was left with Elaine as she wanted me to make a complaint in order the query could be investigated but I didnt want to complain, but did want an explanation. As of today I have not heard back from them and am very disappointed.

I’ve banked with first direct since 1990, back in the day they were great. I note that their customer satisfaction ratings are now on the decline. Once upon a time you could log on to the website and send a secure question and get an answer from a human…. Not now, you get a “bot”, it’s a shame, I guess they are going down hill like the rest of the banking industry. Dealing with them is no longer the pleasant experience it used to be.

After 2 rings my call was answered, After clearing security checks I was put through to the fraud department, I spoke to a lady called Sam, who dealt with my problem quickly and put me at ease. Problem sorted, I thanked her for her help. First Direct, first class service.

I have had an account with First Direct since their concept and they are by far the most efficient service I have ever experienced. No, I am a customer not working for FD as this may sound an over the top review. But, give credit where credit is due.

Short wait then very friendly staff quickly helped fix my issue

Switched to FD from Santander having been a loyal customer for more than 30 years. The switch went without hitch. The incentive payment dropped nicely into my account soon after. The app is very user friendly. On the three occasions that Ive needed help the phone is answered in a couple of rings straight to a real life person!! This is quite unique in the times we live in but is how it used to be, & should be. Each person I spoke with was friendly, knowledgeable & very helpful. Interactions with online agents also equally good. More businesses should model themselves on this style of customer service.

I have just opened an account with first direct and got confused (pensioner) answering the details of how to set up the account so I got in touch via phone. They were so helpful talking me through the procedure and patient while I had to answer my secret name(that belongs to someone else). Eventually all clicked in and I was so grateful it had been a pleasure with their help.

I was very nervous about switching but it was straight forward. I didn't need help but was getting reminders and being informed of the changes at each stage.

Overall very good, all questions answered. Quite scripted at times

Misled me about switching incentive told me I had met all criteria on livechat then dis not pay it. Will be switching out fast to another Bank

I am generally very happy with First Direct.

Their telephone banking is so easy to use. They use AI voice recognition so that you don't have to go through security every time.

Their app is very usable. You can quickly and easily check your balance and recent transactions and easily move money around.

The only thing that I think needs improving is that totals need to be added to the Pending Payments and Upcoming Payments sections. I know that other banks do this. You currently have to add them up yourself, but if you're like me and have dyscalculia, it's not easy.

I’ve had a bank account and mortgage with First Direct for ten years now and I’ve frequently recommended them to others. They are also so straightforward to deal with. The online banking is simple and effective. My favourite thing is when you call them
up you don’t have to run the gauntlet of pressing numbers for various menus, you just speak to a person straight away. They are always so pleasant to speak to and helpful.

Rejected from opening a bank account after wanting to move from Santander after 50 years of banking with them but was rejected by firstdirect without explanation. They said it wasn't a credit score issue so what was it?
The details that were supposed to be attached to explain were not attached so I am left in the dark, rejected for no explainable reason. They didnt know how much I wanted to invest but it was a lot of money. But they never asked that question. (Around £700,000)

The switch went smoothly and on the date specified.

Account transfer was very smooth and without any difficulties.
The app is excellent, and I appreciate that the first £250 of the overdraft facility is interest free.
I recently received a cheque for the first time in several years, and had no problem paying it in via the app.

Recently opened a new current account, and so far I am more than happy with the service I have received. I did have a couple of issues in the first few days (due my fault) but when I called then I spoke to a lovely lady who helped me talked me through everything. Make a change to get through to a person rather than a robot. Excellent so far. Thank you

Switched to First Direct and the process was very smooth and easy, very happy with the service, actually get to speak with a customer service agent quickly, financial incentive to switch paid promptly and app very easy to use

I have had a First Direct account for over 30 years. I used to be able to pay cheques into my account using the local HSBC branch. That has closed.
I now have to pay cheques in using the app - but it doesn't work. I scanned a cheque for over £1,200 on 18/04/26. On 21/04/26 the money still hasn't arrived in my account - or been raised as a pending transaction. I have raised a complaint with First Direct - but had no response.
The First Direct app does not produce any messages to confirm receipt of a cheque, or an error message if there's a problem. It just leaves the customer in limbo.
Terrible customer service.

I have had accounts with First Direct for many years. My experience of both using the app, and also when I have had cause to phone the Bank have been nothing but positive. Managing my accounts is simple and reliable.

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. Spending insights. At some point I'll check out the perks program probably when it's integrated. Very pleased as I take my finances seriously and need a fresh start budgeting. Highly recommend. Only one nit pick had to set up payment for my credit card,as I was figuring out how to pay it,but once setup it's done that's it (payee), customer service was very helpful with that. Highly recommend.