First Direct

ccdorset

Hello,
After a few problems with Lloyds Bank I'm considering moving back to first direct.
I'm just wondering if anyone has any recent experience of them? From reading a few reviews on Trust Pilot and Twitter, their service appears to have deteriorated somewhat since I was previously with them.
Though I understand their mobile and online services have improved over the past year or so? That is something that put me off them before, but really I'm after decent customer service and peace of mind.
Thanks :-)

Zellah

Been with FD for over 2 decades now and never had any problem with them. On the rare ocassion I've had to call them (even lately), they've always answered the phone very quickly and promptly solved any issues - but I always call them on their 0113-2345678 number. Internet banking/app banking works fine. if you go for the 'Digital Secure Key' option then you can setup new payments through the app rather than faffing around with physical card readers.

jsmith9

Yes I like First Direct and I do like the app - in particular the way you can just use your fingerprint  to authorise new payees rather than faffing about

The app also shows you pending payments which is useful in that you can see what is coming up the next working day

I have also heard but cannot confirm it that soon they will be implementing real-time notifications of transactions. I certainly hope so I would like that feature and I believe HSBC have it already

Also I have set up voice ID which hopefully will give my account a good measure of protection

Brewer20

I've a joint and sole account with FD plus their credit card. Never encountered problems, must have been with them 20+ years. I may ring them once a year if that, the last time to resolve a secure key issue with a new phone, dealt with more or less immediately without any faff.
On the other hand as you have said Lloyds only this week have caused me grief by blocking my account, all sorted but it was a task involving two phone calls of around an hour, mostly on hold.

stclair

I’ve always been happy with FD and have never had to call them in 5 years. However, it is noticeable they are slowly slipping down that league table. 

colsten

stclair said:

I’ve always been happy with FD and have never had to call them in 5 years. However, it is noticeable they are slowly slipping down that league table. 

I agree, and think that the main reason for their slipping down is that people are becoming ever more self-sufficient with their day-to-day banking, using online and mobile banking, and rarely needing the support of CS.  

ccdorset

Thanks for all your replies, glad to read that on the whole they still seem like a good choice.

I've taken advantage of many switching offers over the past few years and I think for me now I just want to have the peace of mind that should something go wrong, the customer service is decent. I was hoping Lloyds would be OK as I liked the benefits of their Club Lloyds account, but I have had several problems and don't really have much confidence in them.

Completely agree with @colsten about people being much less reliant on their telephone service now, which previously set them apart. Also from reading the reviews about FD on Trust Pilot and Twitter most are complaining about hold times and although a 10-20 minute wait is far longer than the few seconds they took to pick up, it is understandable with the pandemic and compared to Lloyds where some people are reporting waits of 1-2 hours it is far better.

Zellah

If you call FD on 0113-2345678 ( instead of their 0345 number) then 99% of the time they answer within 30 seconds. 

greyteam1959

But now that you have made that public the wait times will match those of the 0345 number!!

Zellah

greyteam1959 said:

But now that you have made that public the wait times will match those of the 0345 number!!

I doubt it since that 0113 number has been public since the 1990s (at least). Its always been shown on the back of my FD debit card as an alternative number when calling from overseas. Only reason i use that 0113 number is because its very easy to remember

ccdorset

Zellah said:

greyteam1959 said:

But now that you have made that public the wait times will match those of the 0345 number!!

I doubt it since that 0113 number has been public since the 1990s (at least). Its always been shown on the back of my FD debit card as an alternative number when calling from overseas. Only reason i use that 0113 number is because its very easy to remember

Thank you :-) I still remember their address off by heart for some reason, including postcode! How sad am I?! Haha.

Think I probably will try and move back to them. Apparently returning customers can now apply online, rather than having to phone and do an application, so that's good. :-)