“Been with FD 12Y+
Bank accounts, savings, sending money abroad - faultless and first rate service throughout. The reviews about poor service are ridiculous in my opinion. Every interaction I have ever had has been first class, and its still a free service. Brilliant.
Staff uber helpful, knowledgeable and friendly. 10/10 thank you.”
“My cards were stolen. They told me they were issued. Would i not have phoned 5 days later to ask, i would never have known they werent!
Guess what 6 days later still no issue. Its caused an IT error apparently. They dont know when they can fix it BEFORE they issue the cards. Their solution is for me to arrange cash collection by appointment to a bank..
They expect me to operate a bank account without any cards! Am going to go to another bank and get £200. Am also considering moving the Joint account too, as I cant even access that. They used to be good. But they are done.”
“Banked with them for 20 years
They used to be fantastic
Now their systems are only average
But their customer service has dropped from the best, to one of the worst”
“We have been happy with FD for a few years, but yesterday and today has changed my opinion. My husband is profoundly deaf and when I tried to call on his behalf, with him sitting next to me and happy to answer questions if I repeated them (lip reading), they refused to help. We didn’t want info, or any transactions, just to warn them that his computer may have been hacked, so could they keep an eye on his account. I asked if they could send a 3rd party mandate, (as other banks do), so that he could authorise me to speak on his behalf, but they told me he needed to give me Power of Attorney!! Not only did they not help, they told me they were blocking his account as my call and his inability to get through security had compromised it. We were told to go into the City today with ID, phone, cards etc to an HSBC branch to validate his identity, then call again. We did that today and after validating his ID I called from the branch phone line. They kept me on the phone for over 50 minutes and still refused to discuss anything unless he could talk on the phone. They suggested a 3rd party text relay service and offered to send a form to us, but said they were leaving his account blocked until they could talk to him on the phone!! We came home and switched both of our accounts to another bank! I am disgusted at the lack of support, understanding and accessibility. We are both so upset. We wasted hours, paid for parking and fuel and all for nothing. We will never use First Direct again.”
“I have today with regret cancelled the renewal of two car insurance
policies with First Direct.
The prices I was given on both policies was high in my opinion
I have quickly been able to save £150
The service in my option has been poor.Firstly getting through to
anyone involves an unacceptably long waiting time
When eventually I got through the person I spoke to did not seem
at all friendly(I am not a sensitive soul),and appeared to have no interest in any chat about Price”
“They dishonoured a tax rebate cheque from abroad that it had taken me a year to get, because I didn’t write my name on the back. Why didn’t they just send it back? Same amount of admin involved! Now I learn that it may take 8 weeks to answer my complaint! I can’t get the cheque reissued so it has cost me 993 euros.”
“Used overdrsft with them for years- now suddenly they don’t want me to keep using it. They say it’s because they are a responsible lender. Well that means for about 14 years thry were irresponsible in issuing four figure overdrafts. New rules now mean they are suddenly trying to present themselves as a responsible lender and threatening to close my account if I don’t clear overdraft.
Like / yes - cost of living crises??? Ever heard of it?
Furthermore their mobile / internet banking is constantly not working properly
Stay away from this bank. Nat West are far more efficient and really are a responsible lender
Only sorry I gave one star but not possible to give zero stars!”
“Dreadful customer service over security issues. The customer is a 'scammer' until they verify their identity. Age and disabilities aren't considered. Even their complaints page won't operate, conveniently; for them.”
“What has happened to First Direct service? I've been banking with them for well over ten years and service has been great. Contact number clearly visible on their website and always got through to a super helpful (normally Scottish) lady or gentleman.
Now the number isn't as obvious, and the service has been outsourced to non-English speakers. Shocking service, especially as this was a suspected fraud so I was really stressed. And this was the fraudline!
Bad decline in service and I'll be looking elsewhere.”
“I have a review of the reviews. How can some people rave about the customer service while others are being cheated. There is a disconnect between these two extremes. Right now I will look elsewhere.”
“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”
“These reviews are NONSENSE.
Look at Trustpilot.
I have banked with FD for over 10Y - accounts, savings, move money abroad....
Never have I received anything less than outstanding service !
I would recommend to anyone.
I have friends also with 10+Y at FD, no moans either....
10/10.”
“Was sent a new card due to losing old card and the new card won't be accepted by any online payments. They want to send me a newer card to replace the new one now! Can't make any payments in the meantime- ridiculous!”
“Bank is inept and lie about what they will do . Please don’t get a mortgage with them . If you get divorced they will divorce you too . Very bad bank to be with . Avoid at all costs”
“False advertising!
I did a full switch expecting to receive £175 and a couple month later only received £20 as an opening incentive.
Costumer service wasn't helpful.
What can you expect from a bank that lies from the beginning? Not a serious bank!”
“One of the early FD customers. Phone answered by a human within 3 Rings. Very friendly staff who did what you asked them to. Now? I've waited well over 3 minutes before call gets through to a human.
Very very disappointed at what they have become - yet they claim to be top online bank!! The others must be absolutely awful then. Would not recommend First Direct to anyone.”
“FIRST DIRECT BANK WORST LOGGED ONTO MY APP NOTICE MY BALANCE WAS NOT THERE ONLY MY SAVING SO RANG CUSTOMERS SERVICE THEY NOT GOT CLUE NO ANSWERS WHAT GONE OFF ETC SO I AM UNABLE TO SEE BALANCE OR MOVE MONEY NOW THEY LEFT ME OVER 24 HOURS WITH OUT MONEY WHICH I NEED TO LIVE ON LOG COMPLAINT AFTER COMPLAINT GOT NO WHERE NEALY SPOKEN TO EVERY IN THEY BANK STILL NO ANSWER FIND IT FUNNY NOW THEY BLOCKED ME FROM MOVING MONEY TO ANOTHER ACCOUNT ALSO THEY WONT GIVE ME BALANCE OR OWT EVEY TIME I RING UP TO GET ANSWER THEY JUST KEEP BLOCKING MAKING EXCUSES SIMPLE FIRST DIRECT I WANT MY MONEY TO LIVE ON ONCE THIS SORTED OUT YOU CAN SHOVE YOUR BANK I MOVER SOME ELSE BE WARNED ABOUT THIS BANK”
“My eldery, vulnrable mum, has been a victim of fraud. Thousands. As soon as it happened she phoned her bank-First Direct. She discussed what had happened. They then emailed her stating there is nothing they could do and would not be refunding the money. My mum was distraught. I drove for an hour to be present with my mum to log a complaint. I was asked to email in all the details, which I did and was told we would hear something in 3/5 days. This was a month ago and depaite continuously ringing and posting on social media, First Direct have still not got back to her. She is struggling mentally with what has happened and the stress, anxiety and depression this has caused is unbearable, First Direct have been made aware of her state but yet do not care at all. She has been a loyal customer for over 50 years and never once made a complaint. The treatment of my mum is absolutely shocking and to read that other banks including Santander are refunding their victim of fraud customers (some of which lost a hell of a lot more then my mum) is just sticking the knife in even more.
We will go to the Ombudsman, the press and will continue to post on social media daily till this is resolved.”
