I’m in Jordan. Holiday. In UK FD told me I can switch app to new phone online. Not available 1. I didn’t have required security code 2. Could not remember (at first) password. At 6.35am UK, I started a call to FD, I gave up with second person at 7.50. I had also tried their online service. I had failed. For instance each stage there was no prior warning of stipulation eg yes it said use letters and numbers for password but every other site asks for a special character for security which I use. So I keep repeating my mistake thinking the special character was necessary for security… the message , unlike other websites did not say what couldn’t be used. Then my new compliant password I was told wasn’t registered. So I was blocked. I had been given 2 activation codes ?(10 nos) and I used them. Then memorable questions then TWO Security questions… again I’m not told they have to be 6or more letter.. fathers middle name is David..try again, my pet is 4 letters I don’t do favourites books authors etc OK I know now I can choose gibberish so long as I note it in my phone contacts under First Direct which I’m not supposed to do. But FD makes me do this to preserve sanity. Staff helpful ..important. App says go online to reset app security.. try it ! It’s circular so back to person . I’m told in uk this is straight forward easy online…I fount a nightmare Staff tried to help but I kept hitting equivalent road traffic bumps like must have 6 letters (above) and no squiggles. Asked to make complaint.. sorry can’t make complaint the department is on holiday. I’ve used FD for over 21 years . I’m now referring this to the magazine “which” The system security controls are effectively blocking people who have vulnerabilities from mobile banking. I’m not vulnerable and yet I gave up after over an hour a FD failed. The security guards at banks and probably F A are restricting access to a mobile banking service bit like banks are closing branches. I’m in Amman. It’s raining. FD security has effectively blocked me access to my money (except for my bank cards) until I can force myself to to telephone yet again and further ruin my holiday. And 2/3 weeks ago FD would not investigate a fraud on my account because I would not agree to my details being shared with a bank I’d never ever heard of. Yes FD blankly refused to take any action against the scam due to this and I complained. and it’s over two weeks and it’s not been resolved. How is it reasonable for me to agree for FD to give my details to another bank to even begin to investigate a fraud. Even to begin to note details for the Banks own security. A fraud is a crime so I’m due course I must refer to the police as the FD have refused proceed without my agreeing to them pass my personal banking and other details to an unknown online bank. Carl Hopkins

oh dear. for the past 20+ years I've been a HUGE fan of FD. BUT, the lead they once enjoyed with the ease of use and functionality of their online platform is now pretty much par for the course across other providers. what really differentiated FD for me in the past was their flexibility and lack of reliance on blunt algorithms to process decisions on customers' banking transactions. but, having my credit card blocked for a 3 day overdue payment of £17, as a long-standing customer, suggests this is a thing of the past. as I will shortly be as a customer of FD.

I used my Credit card to put a deposit on a van hire and it is still held 30 days later, this bank says it is the company's bank but I can confirm that it is the HSBC/FIRST DIRECT policy to hold onto these amounts and it will take 32 days for it to drop off the system. I hate being lied to and that is all that these people have done, so my only action is to move away from them, This is my second time with this bank and I am kicking myself to think that they had changed, they have not, just like the spots on a leopard. Never again.

I transferred to first direct 2 years ago because of their customer service record which until recently has been good but now I have a problem with my account and I cannot get into it online, when I telephoned them I was speaking to a foreign lady who had such a strong Indian accent it was difficult to understand some of the instructions I have since been trying to phone using the number quoted but phone is now constantly engaged so I am efectivley stuck Writing to head office is my next option then I am out of this bank

Decision and access to funds within minutes is a complete lie, no matter how you apply for funding. It takes weeks, and it is manually processed (contracts posted to your address and then you have to post it back). It defeats the purpose of having online banking/app. They will call you multiple times and often you have to repeat the same information again and again. Misleading ads and very frustrating process, no clarity at any stage of an application. You have a great app, utilise it to its full capacity ‍♂️.

I have been with First Direct for many years and have had nothing but helpful, polite and efficient service. It seems I was one of the first people in their formation years to join the telephone banking era, as it was then. I’ve been with them ever since and would never change banks as I know how helpful they are. I no longer have to use the HSBC bank any more, as I can now pay cheques in via the First Direct app. What’s not to like..... Oh, their call centres are located in the U.K. and are open 24/7.

Easy to DOWNLOAD banking APP? Yes Easy to setup a bank account? NO! Helpful customer service? NO! Compassionate? NO! Absolutely terrible service from FIRST DIRECT Read they are/were one of the best so decided to try setting up for a family member as they are unable to themselves. Time and time again asked to provide documents and then rejected for no apparent reason. Try calling them but just scripted staff talking like Robots or AI even! Craziest thing was they suggested I look elsewhere! Avoid!

This is the review for the first direct bank in general not the branch. Me and my partner both have account with FD but not thinking of switching to another bank as per recent customer service experience. We have both been victim of bank and finance fraud / scam. Unfortunately the First Direct is not responding to those issues appropriately. I belive they have not got the financial crime department well advanced to resolve such issues. It is sad as apart from that really good bank.

Very pleased with First Direct. I have been a serial bank switcher over the last few years, claiming money offered for joining and paying in certain amounts. Since joining First Direct, their service has been so good, I won’t switch again. The phone lines are UK based, fast to get through, not passed from person to person once though and no silly answering machines (just real helpful people straight away). As long as the above stays the same, I’ll always be a First Direct customer.

Joined FD as part of the switch account thingy, for years I've had credit cards and every bank I have been with always send a payment reminder but but not this lot leading to my 1st late payment in many years. Opened other account elsewhere and transferred balance keeping this account open so I get no charges for closing account, the app is so poor it's laughable, usually you select account then can select direct debits, standing orders etc but na not wi this lot,

Lied to, messed about. Given an account via their online process but can't open joint account online. Then lied to about changing it to a joint account and doing the application over the phone with the most condescending and patronising person I have ever dealt with we were told we can't have a joint account because you are a business, which we are not. They clearly have useless processes, very unprofessional staff and are just unbelievably bad

I've opened a First Direct as my main account when I moved to UK, based on appearingly good customer service, and mortage friendly. They've been unable to grant me a credit card. They made an hard search, I've got accepted, but their website then failed. The customer service has been unable to help me ever since, this is ridiculous.

Used to be an outstanding ‘customer-first’ bank and have been for most of my 35 years with them. Now they’re an arrogant, profit-focussed bully. I never thought I’d consider changing banks but now having to look into it. I tell them directly if I could be bothered to wait 40 mins for them to answer the phone. SHAMBLES

Shambolic! More over they won't own up to mistakes! Website issues are denied, even though theirs is the ONLY website to suffer the cookie issues. Even the clowns they now employ must see where the problems lie, or maybe they're even more stupid than we thought!

Just spent over an hour with a pleasant lady trying to set up this account we both gave up as we could not get it up and running. Not going to waste any more time with them so many other banks looking for my business. Not worth the effort.

Great bank. Best customer service I've had from this type of institution. Slightly worse over the past 12 months. Now I have to wait 1-2mins for them to pickup the phone where as it used to be instant. No complaints though.

Wonderful bank. Can’t rate them highly enough. Has twice helped my daughter who was stranded abroad when her own bank failed her. Staff always friendly and helpful and never had to wait long when I’ve called them

Unsatisfactory Experience: Tried opening an account with First Direct, an HSBC subsidiary, but they declined without explanation. Disappointed by their rude approach. Hope for better customer service.

Worst place to do deliveries will refuse any jobs for here 2 times now I have waited 50 mins to delivery a chair internal communication of this place is a joke

Had great service today. The lady was kind patient competent. A great service and was able to sort out the problem I had . Thank you.

First class bank in every aspect. UK based call centre and friendly helpful staff. Nothing is too much trouble for them.

Very bad customer service and waiting times on the phone are horrible. Will be banking elsewhere from now on.

A very good bank to deal with! Been using this bank since its early days and can fully recommend.

Banked with them for over ten years. Always efficient and polite, plus good mortgage rates.

Best banking app & the customer service is the best I’ve ever had dealing with anywhere

By far the best bank I have ever dealt with. Customer service 24/7 second to none

Been with FD for over 20 years, would never change. Never had an issue with them.

Gawain was really helpful with our mortgage advice today

Very rude & ignorant security staff