Leaving First Direct

markt100

Hello everyone, my first post so be gentle! I felt the need to post on the basis of a very painful experience with First Direct (FD), to get it off my chest and to advise of the utter lack of customer service that FD provide to customers - against the grain of their marketing and brand promise.

To provide some quick background - I have had both a personal account and latterly a joint account with FD for over 7 years - I liked their 'customer service' angle, being open all the time on the phone and having a fairly decent web facility - I have also been with HSBC for over 18 years, but FD seemed more friendly and of course are UK based - a big advantage when compared with the far east call centres with HSBC.

Everything seemed to be going well, opened Joint account seamlessly, spoke to the team occasionally, got a loan (repaid this year) and rarely went overdrawn.

Then, last year my income reduced a little (I'm in sales) and by the end of the year both my wife and I moved jobs, which also reduced our income.

We were (are) stretched a little and have dipped into credit cards and overdrafts, but are very aware that we want to put it right. We had earned well and spent well and are simply victims of the credit crunch - I get that, and I am a grown up so I am trying to put it right, with thanks to the advise on this site.

However, First Direct see it very differently, their attitude towards my change in circumstances is soooooo belittling, so obnoxious and utterly unsupportive that I have decided to finally, after a year of abuse, leave them.

The agents in the credit services and underwriting team are simply rude and arrogant. When I need their assistance and request consolidation they block me out and offer no help whatsoever. It seems they were very happy to accept the money they made from credit balances, but now they want to manage me out - clearly earning a fortune in credit card interest etc, but offer no cheaper solutions (a loan). It amazes me that they have refused a loan where the repayment of the credit card is less than the actual minimum payments!

But ultimately, it is the pure lack of common sense, lack of customer service and aggressive attitude that leads me to write this and move my account. My conversations with the teams makes me feel 6 inches high, they are so condescending and clearly taking the power trip of being able to decline an application - seriously, I have never been spoken to like this.

I have chosen the Co-Operative Bank, on the same principles of customer service, being on the end of the phone and having a strong ethical stance and mentality. I know the teams there compete with First Direct as they are in the same niche of banks so I hope they will be happy to win a customer from them, and a customer who is getting back on track financially and will not allow First Direct to take away any of my hard earned cash.

Please, do not believe the customer service hype. I know there are other bad banks (Lloyds complaints sky high, Santander putting out public statements about their attempts to turn around customer service) but please strongly consider your choice - you may, like me, be completely let down by a bank that should provide a service, by being spoken to like a naughty school kid and someone who will trawl through your statements and make you feel like so angry you end up posting too....

knightfox

You always need to choose a bank that meets your requirements. As FD expect, a whilst small amount, £1500 monthly income to become their customer.

They probably dont expect their customers to go bust, they leave that to HSBC. So dont have the products needed for that.

Also do bear we are now in a new age HSBC RBS Lloyd can all see your credit rating every day.

I am pleased you are now moving to a bank that meets your needs.

KingElvis

If you don't like them leave them.

Banks no longer bend to customers, as long as they get their pound of flesh they couldn't care less about you and your circumstances.

Just dump them and go somewhere else.

Good Luck

markt100

thanks guys, indeed applied for new account last night and received approval notification today.

Ironically in excess of £3k had been going in (and out) the account every month, and they could see and agreed I had a previous good record with them, just not so good in last 3 months due to irregular receipts of payment - I dont know why I expected help and support from my bank, but I thought, naively that is what they would do.

Oh well, lesson learnt.

Thanks

Julesk69

Hi,

See my rant about HSBS- we are just numbers no customer loyalty considered. I tried to open a savings account and I was declined !!! I will be switching banks so will take a look at the Co-operative bank...

heloid

You do not leave First Direct, First Direct leaves you!

pimento

I left Smile and joined First Direct for similar reasons.

I think they're all the same.

dave_ave

That's a shame you had a difficult time with FD.

I've been with them since they were set up and find the whole customer service thing great. They are much liked by the majority of their customers.

vaporate

dave_ave wrote: »

That's a shame you had a difficult time with FD.

I've been with them since they were set up and find the whole customer service thing great. They are much liked by the majority of their customers.

yeh profitable cutomers.

Every bank is the same. It is only when you 'slip up' do they sit up and dig the shovels in.

grannybuttons

I joined First Direct nearly 19 years ago, and I've never ceased to be anything but delighted by them. Almost always instant reply to phone calls (perhaps five times have I been put through to a holding signal) and never failing to speak to a human.

I've been overdrawn quite a few times, but ultimately I always realise that I myself broke the terms I agreed to. They've never failed to hold up to their own terms.

If you are looking for a bank that will 'stretch a point' or 'give you a break', perhaps they are not for you. Personally, I just want one that will do what they promise, and above all, a bank that will speak to me on the phone when I want them to.

agsnu

vaporate wrote: »

yeh profitable cutomers.

Every bank is the same. It is only when you 'slip up' do they sit up and dig the shovels in.

I don't really understand your implication here. Customers in debt and racking up interest & charges are the profitable customers for most banks...