Is FirstDirect as good as they say?

zagubov

I've never met anyone who uses them that would moan about their service, and I wouldn't either. I'd agree with the others here that their website's nothing special.

Don't expect too much from a bank; there hasn't been a bank account much better than the others since the swallowing-up of the much-missed Alliance and Leicester many moons ago.

colsten

It totally depends on what you are looking for from a bank. If the features of the HSBC Premier are of no value to you, you can go to FD, or plenty of other banks, for that matter. You are also free to go after switching [STRIKE]bribes[/STRIKE] offers without having to give a reason.

I have current accounts with most UK current account providers, including HSBC and FD. All of them provide the basic services everybody needs - debit cards, online access, apps, Faster Payments, SOs, DDs, FSCS protection. Some of the online facilities and apps are more to my liking than others. What you don't get with all of them is things like interest-free overdrafts, interest for positive balances, rewards, cashback, access to high-interest savings accounts, and switching offers. These extras may or may not be of any interest to you.

FD have, for years, been trading on the reputation of their telephone customer service. This means a lot to some people, and nothing to others who - like myself - see no need for calling their bank. The reason I have FD and HSBC accounts is that they have superb Regular Savers, and I also availed myself of their switching offers. Other than that, I'd never use either of them for anything.

Horses for courses.

MABLE

I had an account with them back in the mid 90's and to apply for an overdraft in those days was so long winded. They wanted to go through my whole bank statement questioning what different amounts were for. In the end I just said forget it and I closed the account. Hopefully they have improved since then.

sebtomato

EarthBoy wrote: »

My experience is the same. Over the phone they are excellent, but I don't want to do my banking over the phone; I want to bank online or through an app, and FD are lagging behind most of the other banks with their poor online banking and mobile app.

Completely agreed. Phone experience is very good, talking to a human being after a few seconds, without any menus to go through.

However, their website and apps are lagging behind seriously.

Bobblehat

Been with them for a switch bonus with a CA and repeated RS for 5 years …. absolutely no complaints from me. Phone service excellent in general, Customer Service Reps seems to lack the bull of other banks … quite refreshing! Website works well, (not really sure why others are complaining … can't comment on phone app) faster payment does what it says on the tin! Happy Days!

Psyduck1980

I switched my "main" current account from HSBC to First Direct a couple of years ago (primarily for the switching bonus) and I would say the latter's customer service is markedly better.

TheEffect

Like others, I agree that first direct have great customer service, however how often do you need to call your bank these days?

Where first direct fall short, in my opinion, are if you need to borrow money (overdraft, credit card, loan), I've found them to be too intrusive and judgemental. They go through every transaction and want to know why/who/what/where/when.

Their online and mobile banking is also far behind every other bank. first direct have started to redesign their online banking (See image below), but over the years, they've promised a lot, and delivered on very little, so I wouldn't be surprised if nothing materialises of their 'new' internet banking.

wjr4

I've had an account with them for about 4 years now and never had any issues. I like how you speak with a person who is based in the UK when you call and they actually sort out any problems you have. I also use their regular saver.

ruperts

Just echoing what others have said but the app and website are both pretty poor. The app is particularly bad when using mobile data (as opposed to WiFi) where it's so slow to do anything that it's almost unusable and on a number of occasions I have had to give up and wait until I was using WiFi.

I can only guess their good reputation is based on telephone banking, but that's of no interest to me. I'll have no hesitation in moving once my regular saver has matured.

alanq

Wheres_My_Cashback wrote: »

No, it's all hype perpetuated by MSE.

If it is hype it is not just by MSE. Which?'s surveys of its members regularly show First Direct as favourite.

The latest survey shows it rated equal first for customer service and over all only slightly behind Monzo which has no rating provided for complaint handling.
https://www.which.co.uk/money/banking/bank-accounts/best-and-worst-banks-a3q5d8c6dj7y

I am a First Direct customer and have had no cause to phone up in a few years so my experience is also that it is nothing special. It has done everying required correctly but so have all the other banks with which I have accounts.