Desperately seeking bank with good customer service

oldernonethewiser

First Direct - excellent customer service.

Halifax - no problems at all.

Chase - a bit slow but got there in the end.

Others will have different experiences.

Coolgirl

I will post more details about this problem in the Credit Card forum, too. So if anyone is interested how customer service people make everything worse instead of better... stay tuned.

lr1277

On the whole I have had good experiences with First Direct.

About 19 years ago, I had fraudulent transactions on I think my FD credit card. That obviously required a call to FD. They cancelled the card, reversed the transactions where they could and set me up with a new account. The only transaction where I may have lost out was a transaction which involved FX. I may have lost out (or gained) on the exchange rate. Not sure as the details from the compromised account were removed from internet banking when the new account was set up. So I think FD did right by me.

Other than that, most recently a CS rep spent about 30 mins with me helping me set up my FD app on my phone.

So a few times it has taken a while to answer the phone, but on the whole they answer fairly quickly. When they do, they are competent.

Lomcevak

I've also had good experiences with First Direct - I don't call them often, but a few times a year there's a need for something non-standard. They're not as good as they used to be though.

kitkat68

I’m with First Direct and despite always switching before them to avail myself of the bonuses I have stayed with FD. I have never not had them pick up - I have to call each time I change phone to reset up the app but their app and website and live chat has always satisfied me…
one day I may need £200 and will switch but I’ll always keep my FD account as they have been great

pridehappy

first direct are highly recommended for telephone banking and it doesn’t operate any menus as far as I’m aware, although from my experience, their agents although in the UK don’t have much knowledge as the amount of times I had to re-contact them with similar issues. 

Nationwide does have a menu, although it is very simple to understand and does mean you don’t need to be redirected (all you do is say your problem and it will direct you), then enter your security which is faster than with staff. Extremely helpful and good knowledge of their products (great products too!) and all issues sorted quickly within the UK. Branch service is outstanding too. 

Rich1976

First Direct is probably the only current account provider that I’ve not had any real issues with, with the exception of the odd niggle a few years ago and it is irritating if you want to use the online banking that you need to log into the app first to get a security code, come off the app and then log into online banking. Other than that they have generally been excellent.

Nationwide who we were with before that were just awful in every respect and would not go back to them. Lots of basic mistakes .

ccdorset

I have had accounts with a lot of banks over the years, but I always seem to go back to first direct.

I have autism and anxiety, and the peace of mind banking with first direct gives me is worth a lot to me. I feel that if I did have an issue, I would be confident I could get through to someone quickly that would be able to help.

The area that lets them down in my eyes is the Mobile/Online banking. There are things that you have to call them for that you wouldn’t with a lot of other banks.

Granted their customer service agents don’t seem as clued up as they used to be when I first banked with them about 15 years ago, but they are polite and always seem to get the enquiry resolved quickly.

Bigwheels1111

I have multiple bank accounts, be it for regular savings, switching bonuses and fee free spending abroad.
I would never give up my First Direct account, their customer service is the best.
I’ve had issues with them like any other bank, but they listen and take action to resolve the problem.
Then compensate you.
FD held 3 fixed savings deposits last year over the weekend.
This cost me a fair amount of interest.
The attitude of their staff on 2 of the calls fell well below par.
Complaint made, Around £130 for lost interest + a good Will payment for my time and effort.

gt94sss2

Coolgirl said:

The bank above may well be non-existent in this day and age. But please prove me wrong…

Like others, I think First Direct will meet your needs.

Unlike others I wouldn't suggest Starling. They are not bad but from experience can be very inconsistent.