Contacting First Direct (phone and web); button in the bottom right of this screen (AWOL)

VXman

Rich1976 said:

WidowTwanky_2 said:

I've got this issue too. On laptop there's no option to send a message although it says to click on the bottom right. There's no option at all. Tried on Safari. Same. On my Android phone, yes, there's the option, but I don't want to type on my phone but on my laptop. Getting through to FD these days on the phone takes in excess of 40 minutes sometimes.

Really? I phoned them recently on a Friday night at 5pm and somebody answered within 10 seconds.

I agree - no problem contacting them here. Answered within 30 seconds.

VXman

Just rang again today - re an app issue when moving it to a different device. Answered after one ring. Excellent quick resolution of my problem too. I do love FD!

NorwichMan

In my experience they also always answer very quickly, just a few seconds. I do wonder if they have different service levels for different accounts. I have paid in my salary every month for over 15 years and have had a mortgage with them for over 10 years, so I think they probably value me as a profitable customer.

Rich1976

NorwichMan said:

In my experience they also always answer very quickly, just a few seconds. I do wonder if they have different service levels for different accounts. I have paid in my salary every month for over 15 years and have had a mortgage with them for over 10 years, so I think they probably value me as a profitable customer.

I wouldn’t have thought they’d treat customers differently depending on what accounts they hold. 

having said that, their Credit Card is managed by HSBC and the occasional time I have had to query something over the app, the response has come back from someone based overseas or the only time I had to call FD put me through to an HSBC Indian call centre. The usual quality of service wasn’t quite the same in both examples as you would expect from FD.