“Dire. The changes to the online banking login coupled with the app are appalling. They just don't work properly and are clumsy. So bad I'll be leaving them.”
“First Direct Bank was extremely customer focused, yet with the forced use of the Secure Key reader no longer cares, it is complicated, to many numbers to input and most times does not work, customer services told me I needed to use their on line app, dont really like banking on the telephone but took their word for it, tried to use, extremely non customer focused, easy to make input errors and if you done have a smart phone (like me) you cannot do your banking, told needed to call them but due to high level of call (due to Secure Key) it can now take some time to get through, then implied its not going to change so possibly change banks, not what I wanted to hear after being a customer for 25 years.”
“Alas, the demise of good customer service...I have used First Direct for over 25 years, I used to feel that their excellent customer service was the best, with friendly, knowledgable, approachable and caring staff...Unfortunately, this is no longer the case - for the past few months First Direct’s customer service has been replaced by rude staff with an ‘Attitude’ of couldn’t care less. I am sad to say I am now seriously considering moving to a new bank.”
“Difficult to use and understand new banking app and software. Can't get through on phone without waiting half an hour. After 18 years banking with them. I'm leaving. All their great customer service staff seem to have gone also. Replaced by those who don't care less. Couldn't score them zero that's the only reason I gave them one point. One point too many.”
“I used to rave about First Direct, and recommend it to all my friends (I was one of the first customers - switched from HSBC). Unfortunately it has really lost the plot. For a start, to get into one's account is like Fort Knox: you have to have a special pad and create a unique number, takes hours. Second - one of the biggies, for me - it has a clunky, cumbersome not-state-of-the-art online system which is an absolute nightmare when it comes to tax time (or any time!!!) However, the reason I'm leaving (for Metro, I think but watch this space) is because of the patronizing, self-satisfied attitude of its current staff, who these days have not the slightest notion of service, or any sense of obligation towards long-suffering (and long-standing!) customers. So: three reasons why I'm off!!! Hope this is useful to somebody, at least!”
“After 5 years of trouble free banking First Direct declined to pay a Direct Debit of £50 that would have taken me £23 over my agreed limit. My mix up, my fault, no quibble there. The company the payment was for took payment over the phone next day with no issues and no repercussions of any kind. However First Direct informed me that they would report this to Credit Reference agencies as a missed payment and that this would have an adverse effect on my credit score. If you value your credit rating do not bank with First Direct. This extremely Draconian policy appears to be unique to First Direct/HSBC group. Please be aware that they will happily harm the credit rating of their own customers even when there is no requirement for them to do so. Most banks do not do this for single missed payments. First Direct will.”
“after banking with them for over 30 years having a LOT of savings with them, my mortgage and my partners banking plus recommending countless friends, they have refused to give my 18 year old daughter an account. cant supply a reason why.
goodbye first direct - feels like the ultimate betrayal.”
“They provide a personal service professionally delivered. Their security and fraud expertise is first class. Their assistance is given without exception and is always overtly helpful. A people's bank.”
