Is FirstDirect as good as they say?

OldMusicGuy

I was with First Direct from its launch. The customer service was always exemplary.

However, I switched to Santander about three years ago because I get interest on my current account and FD offers nothing. A very wise move. I've had no issues with their customer service. For me, interest on the current account counts for far more than being nice on the phone.

robatwork

They are almost impossible to email queries to, which is my preferred way of communicating with a bank.

On the phone they are efficient, friendly and UK based.

App and online banking awful in comparison to others.

JuicyJesus

My views on FD are well known (in short - overrated), but I definitely agree with the people who mentioned applying for lending. First Direct declined me for a small loan after questioning me on my finances as if they were my mum, over the course of about half an hour - with HSBC the next day the application sailed through online without an issue and nobody had to lecture me at all.

Calamityjen

I did a switch to First Direct at the end of January and I am now switching back to Halifax. I dont have the patience with them to hold out for thier 6 months £100 if you are not happy deal. FD are incredibly slow in everything they do, from opening an account to closing accounts. Be prepared to have a small rain forest sent through the post, make numerous phone calls to chase as they dont keep you updated, slow transactions showing, PayPal transactions not showing at all and then coming out a week after the transaction and not having pending card transactions. However their customers services are amazing, which you will get used to as you have to ring them constantly.

AlanP_2

Been with FD since the 90s and have found them excellent. Only had one issue in all that time when card was blocked whilst in Tobago (despite having told them we were going there.

Once got through on phone they apologised and gave us compensation for cost of calls, fee for getting cash on an alternative CC and a bit extra for the hassle.

Perhaps

When I had an ISA with them, I'd have to call the contact number, explain I want to speak to them about an ISA, and then they'd put me through to the ISA department. A 'Press 1 for ISAs' robot would have been a lot easier.

They still screwed up my ISA transfer - after endless chasing eventually I got a bottle of wine out of them (probably worth maximum a tenner), but I'd rather they hadn't screwed it up in the first place.

maisie_cat

Been with FD since 1994, mortgage since 2002 and transferred in 2006. Mortgage terms were different when they didn't tell me. Illness changed our earnings even though we continued to pay mortgage so we've been trapped since 2009. Have been overdrawn twice in 25 years and they have not been helpful

18cc

Most banks have pretty good customer service. I have had no problems with CS of Barclays, NWide, Lloyds, Santander etc over the years.

For every bank (including FD) there are a steady stream of "bank xxx has lousy CS because yyy happened to me...". It all balances out.

FD are primarily a telephone bank - most other banks are internet or app based. Choose FD if you like chatting on the phone, like starting every conversation with them by being asked 'doing anything nice this weekend Mr Jones', and are an ardent fan of slow clunky 1970's based systems. Otherwise there is no difference

michaelnotwinner

I have had terrible Customer Service at First Direct.
They removed the switcher gift I wanted and tried to force a Blue Mountain course on me.
Furthermore they have made offers to settle and then withdrawn them.
They have also miscalculated interest.
Beware

philip1427

Sorry to hear that. What bank would you recommend switching to?