first direct Reviews 38,396

It is a very efficient and easy app to use.
If I have a concern the staff on the phone system are extremely helpful.

The two stars is for the financial difficulty and support function that deal with bankruptcies specifically. I have been trying to get a default current account removed from my credit file since 2024 when I sent the discharge notice in. I have chased up so many times, always got through to different people, got different advice. I gave up in the end and tried again recently as it was impacting my mortgage offer. After countless calls again and sending in the discharge notice I finally found their beacon of good customer service - Ash! She was great, did what she said she would, chased it up, sent various emails and has finally got it cleared. She called me back to keep me updated. Ash you get 5 stars for sure and it’s thanks to you I have given two and not one star! THANKYOU so much 😊

On plus side the app is easy to understand and navigate around. On the negative it seems to take a long time to process payments from external companies into your account. Sometimes up to 3 days from them making payment where as another bank can process immediately or the sane day

The app is easy to use and functions very well

Signing up is very confusing. Not clear how you log in once your account is set up. You get an email to say that your account is ready to use, but you still have to wait for things to arrive in the post before you can use it. Customer service could have been a bit more friendly.

We got an appointment easily and the advisor was friendly.

I've been with first direct since the late 90s and used their app once they released it. It's been generally good and haven't faced any issues for several years. Security is tight and transferring to another device is smooth with the QR code.

I needed to make contact by phone and was very pleased with your service. Prompt reply directly with a person who was polite,knowledgeable and very helpful.
It was refreshing to not be faced with an automated system offering numerous options after a lengthy queue.
It was also good to receive a paper statement.

Excellent straightforward helpful friendly staff today when I called to renew my mortgage. Thank you.

My wife and I opened our account with First Direct in 1989 and we have had faultless service from the bank for the whole 37 years.

We are both in our nineties now, not very computer literate and find the telephone banking, which was the original purpose of the bank has been a blessing, there is no endless button pushing, just the ability to chat almost immediately to a sensible member of the very helpful staff.

We simply want say thank you to First Direct for all these years of such good service.

Ernie &Joan Grinham.

I have been with FD for longer than I can remember and whenever I have had to talk to banking staff they are always polite and will help in as many ways as they can. As for the banking app I use my PC for everything as I find it easier than fiddling with a phone. Easy to transfer money from one account to another, easy to pay bills especially if you have recipients sort code and account number. The only time I visit an actual bank is to pay in a cheque or to use an ATM. My wife banks with another bank via mobile phone - what a nightmare - one mistake and you are locked out then have to go through a thousand questions just to get to your cash! First Direct should be your First Choice!

Really good experience with Louise when our fixed rate was ending. Adviser was very helpful in explaining our choices to ensure we did not make an error. Would highly recommend.

I’ve been trying to open a new First Direct account for over a month now. I’ve attempted to register multiple times, but the system never lets me complete the process. I also tried contacting customer service, but it’s nearly impossible if you’re not already a customer. I didn’t get any response on social media either. Overall, it hasn’t been a great first experience from my side.

Contacting First Direct is always an easy and pleasant experience, from speeding through security with voice recognition to getting your questions answered efficiently and in full. Compare this to the endless AI interrogation and redirection of other banking services I have used, I would take First Direct every time.

Really quick respond. Very helpful staff. I managed to sort my problem with no time.

Helen, the pin still hasn't turned up. 2 weeks plus and counting now. I do not want to use the App, or are you forcing customers to do this now? Looks like you are. Why is this?

First class service, good communication and promptly sorted out the issue.

I was confused, then I talked to a friendly human, and then I wasn't confused. Smiles all round.

The advisor I spoke to was polite, helpful and knowledgeable. This meant I was able to make a good decision based on the facts I was given. I was then able to complete the transaction I wanted.

Excellent staff. Friendly, informed. Quick and easy process. Highly recommend.