First Direct - Internet Banking (will they actually improve it)?

stella2009

Sent an Email asking if there were any plans to re-vamp it, and had this response:

13/Feb/2010 12:10

To:
Re: Complaint

I'm writing further to my message dated 04-Feb-2010. I'm sorry you're dissatisfied with our Internet Banking service. Having looked into the matter I'd like to address your concerns.

I have passed a copy of your messages to our Head of Channel Experience, Helen Harrison. Unfortunately, Helen is unable to respond directly to you however I have copied her response below.

'I have recently taken over responsibility for internet banking at first direct (and HSBC), coming from outside the organisation. I have been a long term HSBC internet banking user and now have a first direct account, so I know what it is like to be in your shoes and can I say completely understand your comments. I think the two experiences are poles apart and we are currently working on programs to radically improve the functionality.

What is interesting is that overall satisfaction with internet banking is significantly higher at first direct than at HSBC, but part of this is if you regularly use a site you become familiar with it and this can lead to satisfaction.

There are significant legacy issues and with a limited number of releases per year we are restricted to what we can do and in what time frame, which causes us frustration. But be assured your comments are not only valued but will be acted upon.'

I am delighted to hear that you are pleased with the telephone service you have received from first direct. It is always a pleasure to hear from our customers and your kind words are appreciated.

I trust I've answered your concerns satisfactorily.

At first direct we are passionate about providing all of our customers with exceptional service so we're fully committed to providing prompt and accurate resolution to any complaints. If you are not completely satisfied with our response, please tell us at any time within the next eight weeks. To do so, you can telephone us on 08 456 100 100, send an electronic message via firstdirect.com, or write to Customer Relations at 40 Wakefield Road, Leeds, LS98 1FD. Otherwise, we'll consider this matter closed.

If we can't offer you a satisfactory resolution, you can refer to the Financial Ombudsman Service (but we really do hope it doesn't come to that). Further details about how to do so and about how we respond to complaints can be found on our website at https://www.firstdirect.com/howtocomplain.

Thank you for taking the time to write to us.

Regards

Digital Support Customer Relations

catflea

Pretty good response IMHO. Not Familiar with FDs online offering? Is it the same as HSBC (which is absolute pants!)

TheEffect

HSBC has the best internet banking...

catflea

You really think HSBC has the best online banking? :eek:

I hated it, I found it severly counter intuitive for many things - thats why I ceased using it and part of the reason I ceased using them

Sandrock

FD's online banking works, but isn't pretty and you can't do things like naming accounts which makes it easier if, like me, you have lots of accounts for different things.

The best I have experienced to date has been Lloyds TSB. That said, as a bank, First Direct will get my vote every time.

td_007

I very like them to upgrade their bill payments lists where you still have the payee name even if the details have been canceled. The only option I was offered on the phone was that they could add something along the lines of "canceled" so that it stands out. Apparently these redundant payees fall off after 13 months of non-usage. It really does not help as I now have a list as long as my arm but only about 7-8 of them are useful.

LeifGR

Sandrock wrote: »

The best I have experienced to date has been Lloyds TSB. That said, as a bank, First Direct will get my vote every time.

@Sandrock: I'm with FD at the moment but thinking of switching to Lloyds TSB for their better interest on current accounts. I find FD's online offering perfectly acceptable -- does what I need. If I switch, will I be disappointed?

nitikasnv

I have not seen people in my community using internet banking of HSBC, but what I think is internet banking is worth to access and it is beneficial too.

I do access through internet banking at the times when it becomes necessary like if I am staying in some area place where banks are very far, you have to keep some points in mind while accessing it as a biggest security issue.

Thanks

Lokolo

LeifGR wrote: »

@Sandrock: I'm with FD at the moment but thinking of switching to Lloyds TSB for their better interest on current accounts. I find FD's online offering perfectly acceptable -- does what I need. If I switch, will I be disappointed?

6 months ago Lloyds were abolustely appaling. The payments system was worse than what my cat could do. However, they have improved lately. Although I think there are still delays when setting up new payees.

sibot74

I use a number of internet banking systems, and I have to say I find Lloyds TSB one of the more comprehensive. Setting up a payee last week was straightforward - to confirm the new payee was genuine I received an automated call to the phone number registered on my account and had to enter the security code which was given on the screen. I could then use the new payee immediately. They also seem to be pretty on the ball with regards to Faster Payments, which is handy.