first direct レビュー 37,550

So far so good, I had an issue so I phoned and it was refreshing not to be put through to a foreign telephone agent. Or put on hold for ages. My issue was sorted very quickly.

Just about everything. I couldn't manage the secure key very well as it is too small for people with arthritic fingers but I persevered and eventually, after a phone call to your call centre, managed to get into my account. I then wanted to make a payment and the rigmarole I had to go through was terrible and then it said it couldn't verify who I was and I had to start again. took me nearly an hour to finally do it but the instructions and the fiddling about were absolutely hopeless so I think I'll go back to telephone banking in future. so much for trying to get digital, you've left me in tears. Please rethink your methods.

Excellent service, knew the products and sorted out my problem. Nice to talk to a human being thanks

Kimberley Walton was helpful, knowledgable, pleasant and effective. We were given all the information required for the booking which was clearly explained.

Good information and quick notifications

I have banked with First Direct for many years. Their customer service is the best of any UK bank…. Hands down.

I highly recommend them to anyone.

What is really wonderful is there is no automated call system then diverted abroad, like most banks, It’s a very painful experience.

With First Direct you get a switched on helpful, UK based human! Amazing. Keep up the good work

Many say a bank is just a bank, but first direct are more then that there customer support can’t be matched, yes there app is a bit behind compared to most but there reliability is what matters most. First direct offered me several loans when I couldn’t get loans elsewhere which helped me massively feel like that makes you earn some loyalty

we needed to remortgage. The service was friendly, efficient, fair and trustworthy.

My experience of FirstDirect so far has been excellent. The Switch went smoothly, a few questions I had were answered swiftly by customer service, who were also helpful and friendly.

Been with First Direct for years and years....fantastic Bank.. wouldn't change.

Friendly and helpful staff. Prompt and efficient service. Great that they have mortgage appointments on Sundays!

Very quick and efficient. Clear communication throughout and well informed representative.

No delay in getting thru to a person, straightaway. Very helpful and knowledgeable.
I had a scam on my account, it was dealt with immediately and efficiently. Can't praise them enough.
App easy to use, very intuitive.

Always a pleasure to deal with. Concise, knowledgeable staff who are always friendly 🙂

Avoid, there fraud detection is so backwards when I make a authorised transaction they cancel it when there is actual fraud and I report it they allow the money to go, terrible service.

I BECAME A CUSTOMER WTH FIRST DIRECT MANY YEARS AGO AFTER BECOMING TOTALLY DISSATISFIED WITH THE SERVICE AND ATTITUDE OF ONE OFT THE MAJOR BANKS I WAS WITH. IT WAS THE BEST DECISION I HAVE MADE. FIRST DIRECT ARE SO IN TOUCH WITH A CUSTOMERS NEEDS, THEY ARE PROFESSIONAL, COUREOUS AT ALL TIMES AND ARE REALLY FRIENDLY TO DEAL WITH. THEY GO OUT OF THEIR WAY TO HELP YOU WITH ANY PROBLEMS, BIG OR SMALL, THEY GIVE YOU ALL THE TIME IT TAKES AND BEST OF ALL I FEEL THAT I REALLY DO MATTER TO THEM AS A PERSON AND NOT JUST ANOTHER CUSTOMER. A FIRST CLASS BANK ALL ROUND.

It’s fantastic speaking to a human when calling first direct. Always pleasant and helpful. Whatever my query or questions are.

My husband and I have a joint account with First Direct and we moved house so naturally changed our address online. We had paid for a redirection for post from the Royal Mail for 6 months and realised after a couple of months that First Direct were sending my husband's monthly bank statement to our old address, in his name only, not our joint name as on our bank account. I called First Direct earlier in the month and, because only I was registered for online banking, they could not change my husband's address to the new one. I pleaded that we had been married for 45 years and we had definitely moved house together but he still refused to alter my husband's address, saying my husband also had to have online registration. My husband is nearly 80 years old and doesn't do online banking. Unfortunately I didn't get the name of the man I spoke to at First Direct but he kept leaving the call many times to consult with his manager and then repeating many times that there was nothing he could do. My husband refused to speak to him, having spoken to him once at the beginning of the call and was asked a lot of security questions which he couldn't answer. I even offered to close our joint account and open a single account for myself but decided that it might compromise our outgoing direct debits etc.

After 1 hour and 20 minutes on the phone I said that First Direct was compromising OUR security by sending a bank statement to our old address after telling them it was incorrect and the new owners could open it after our 6 month redirection was finished. After finally consulting his manager again, he said that if I could vouch that my husband had moved with me and he could speak to my husband so they could record voice recognition for the future then they would change his address. Finally a breakthrough in this stalemate!

We have one more month with mail redirection from Royal Mail and are hoping First Direct will NOT still be sending my husband's bank statement to our old address. Time will tell.

I changed over to this bank, after having problems a few years with who I had been with since birth. Cannot praise First Direct enough and so glad I am with them. The other day I lost my debit card, so I reported it online and within a few minutes new card was showing in my wallet on my phone.

Meanwhile a few days previously my friend, who is my previous BS, had been told her card had been used fraudently and they were supplying a new card - she is still waiting!

My credit card had stopped working so I rang up and ordered a new one-this duly arrived in February 2026. I had been using my debit card for a while and then thought I would use my credit card-all standard as normal.

On the 12th March I had to transfer some money to a family member. I noticed that my credit card balance was a lot more than it should be-on the 20th of February there had been at the Natwest in Archway a cash withdrawal of £500in cash which had not been done by myself.

On the 13th March at 8am I called the bank to query what was going on and received the most appalling service. I did not take the name of the person I spoke to but can assume that this can be traced as all calls are recorded. I explained what I had seen on my account and then I was cross examined by the person on the end of the telephone like I was the criminal. The credit card is still in my possession and as I could not explain how it happened, I was immediately told that there was nothing that they would do and that it wasn't fraud-bad enough, but I was not given any advice on how to protect my card-basically the bank did not want to know

As I am a trained accountant, I know that any credit card cash withdrawal immediately attracts interest and that if you look at my current account, I have enough money in my account that would not attract any said interest-the person on the end of the telephone had no interest in this and said that they would not look at this at all-obviously being rather shocked at this attitude the call was terminated.

Later on that day I did call back and was able to freeze the account-this was on my own decision and not through any advice from First Direct.

Saturday 13th March I did call the bank again to just confirm the exact situation incase there had been a mistake. I spoke to someone in the fraud department called "Chris" who was equally as unhelpful as previously and basically made me feel like I was a criminal. Knowing that interest is added on to the cash withdrawal I asked how much the interest was so far.

"Chris" clearly did not know the answer which he could have told me and it would have been fine. Instead, I received a jargon filled accounting/banking equation on how interest is created-as an accountant I did understand but it was patronising and used to confuse-another example of poor service.

The current situation is twofold:-

My initial query of fraud on my credit card was ignored and was made to feel like I was a criminal and not a victim as I could not explain what has happened-surely if I could then I wouldn't be going through this process surely??

Secondly the standard of customer service has been shocking-no help at all regarding the safeguarding of my account-fortunately I was able to do this myself.

I feel extremely let down by First Direct and have made an official complaint to First Direct and have registered the fraud with the Police-I will be carrying this on to the ombudsman if necessary -this has caused me nothing but anxiety and worry and would not recommend this bank in light of what has happened.

I would like the £500 and interest returned to my credit card as soon as possible.