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  • FIRST POST
    • r-shar
    • By r-shar 13th Jun 19, 2:35 PM
    • 23Posts
    • 2Thanks
    r-shar
    First Direct new web site is terrible
    • #1
    • 13th Jun 19, 2:35 PM
    First Direct new web site is terrible 13th Jun 19 at 2:35 PM
    Reasons to leave First Direct, the list is getting longer...
    1) Horrible new website. Nothing wrong with the old one so why change it? It was simple, smart and easy to use. The new one looks like its been designed by toddlers, everything's been blown up huge and is very hard to focus on properly.
    Why not give the option to switch back to the old layout? That should be standard practice when introducing a new system. Then when everyone clicks on switch back you can see what a waste of time that all was and focus on something more important, like real time balances.
    2) The new website doesn't even work, When I click on the new massive grey? coloured boxes I keep getting error codes and 'its us, not you' messages. When I phone FD they put me on hold with their 'digital team' for forty minutes. Then they tell me the website is broken and offer me 20.
    3)The grey writing is very difficult to use - the fonts are out of proportion with the message they are carrying - vital data is pale grey on white but unnecessary text is writ large. The icons on the left side are small and blurred.
    4) You can no longer see all your accounts in a list - the top one is always open and takes up the top 25% of the screen forcing you to scroll to see all the data.
    5) Fuzzy sounding waves and bird song while on hold. Its extremely irritating and makes you wonder if they are a serious, trustworthy bank, or a bunch of 12 year olds having a laugh - I am not laughing when on hold for 20 mins.

    I am leaving them asap
Page 1
    • penners324
    • By penners324 13th Jun 19, 2:55 PM
    • 129 Posts
    • 82 Thanks
    penners324
    • #2
    • 13th Jun 19, 2:55 PM
    • #2
    • 13th Jun 19, 2:55 PM
    Was a great bank 20 years ago. Their technical infrastructure hasnt moved since though.
    Use Starling or Monzo, far easier to deal with, and far better apps
    • JAHL
    • By JAHL 13th Jun 19, 3:13 PM
    • 14 Posts
    • 1 Thanks
    JAHL
    • #3
    • 13th Jun 19, 3:13 PM
    • #3
    • 13th Jun 19, 3:13 PM
    I agree totally - its a disaster! Complaints on Trust Pilot are growing. One piece of recent feedback from FD on there says they are listening to the complaints and will make some changes to reflect customer views. I have just been on to check and they have made the money out column closer to the middle but its so greyed out you can barely read it. The rest of the debacle remains a mess. Very disappointing First Direct.
    • Brewer20
    • By Brewer20 13th Jun 19, 3:22 PM
    • 178 Posts
    • 70 Thanks
    Brewer20
    • #4
    • 13th Jun 19, 3:22 PM
    • #4
    • 13th Jun 19, 3:22 PM
    We had cause to ring FD this morning, must admit it was a frustrating time previous to our phone call but I think that's got something to do with my wife changing her android phone to the iphone.
    Long story short we needed to phone them to set up a digital secure key, well it is for our/your security, it was a bit long winded but we got there in the end.
    Observations, call answered immediately, kept on hold around 1 minute after a long drawn out procedure we are now finally up and running with the phone app. Call centre staff wonderfully patience in dealing with our problem. The website yes it's a little overpowering (text size) but hey you'll get use to it, no complaints here. It's not as if you are sitting in front on it for hours on end, just a few minutes maybe in a few days, what's the problem?
    Account holders for 20+ yrs, no reason to swap over this minor thing.
    Last edited by Brewer20; 13-06-2019 at 3:26 PM.
    • EarthBoy
    • By EarthBoy 13th Jun 19, 9:00 PM
    • 2,199 Posts
    • 1,546 Thanks
    EarthBoy
    • #5
    • 13th Jun 19, 9:00 PM
    • #5
    • 13th Jun 19, 9:00 PM
    Just logged on to see what it's like. Dreadful, is the best description I can think of for it.
    • No_6
    • By No_6 13th Jun 19, 9:08 PM
    • 826 Posts
    • 162 Thanks
    No_6
    • #6
    • 13th Jun 19, 9:08 PM
    • #6
    • 13th Jun 19, 9:08 PM
    may be it will drop from top of the list
    but people vote for it for their PHONE banking !

    who uses a phone for banking ?

    prob loads..... will now get complaints
    • eskbanker
    • By eskbanker 13th Jun 19, 11:20 PM
    • 11,434 Posts
    • 14,195 Thanks
    eskbanker
    • #7
    • 13th Jun 19, 11:20 PM
    • #7
    • 13th Jun 19, 11:20 PM
    may be it will drop from top of the list
    but people vote for it for their PHONE banking !
    Originally posted by No_6
    No, in the most recent 'official' banking survey (published in February), First Direct came out on top specifically in the "Online and mobile banking services" section.

    If, on the other hand, you were referring to the long-running (but less scientific) MSE polls, they were finally deposed from their perch in the most recent one of those, published in March.
    • EarthBoy
    • By EarthBoy 14th Jun 19, 11:43 AM
    • 2,199 Posts
    • 1,546 Thanks
    EarthBoy
    • #8
    • 14th Jun 19, 11:43 AM
    • #8
    • 14th Jun 19, 11:43 AM
    No, in the most recent 'official' banking survey (published in February), First Direct came out on top specifically in the "Online and mobile banking services" section.
    Originally posted by eskbanker
    First Direct's rubbish app was the main reason I switched away from them last year. The rest of their customers must be brainwashed or easily pleased. They were excellent on the phone, but I don't want phone banking, I want a good app.
    • Vortigern
    • By Vortigern 14th Jun 19, 11:52 AM
    • 2,818 Posts
    • 1,947 Thanks
    Vortigern
    • #9
    • 14th Jun 19, 11:52 AM
    • #9
    • 14th Jun 19, 11:52 AM
    The new web interface is truly awful. Far too much white space. Not easy to see a date for each transaction - Why can't it be laid out like a paper statement?
    Date/Payee/Out/In/Balance? - one line per transaction.

    There's too little contrast on the login screen. It's hard to spot the boxes for the password characters. (Could be partly due to my monitor)

    I'll have to try the app again - surely it can't be worse than the website?
    • eskbanker
    • By eskbanker 14th Jun 19, 12:21 PM
    • 11,434 Posts
    • 14,195 Thanks
    eskbanker
    First Direct's rubbish app was the main reason I switched away from them last year. The rest of their customers must be brainwashed or easily pleased. They were excellent on the phone, but I don't want phone banking, I want a good app.
    Originally posted by EarthBoy
    I'm not saying that your opinion is wrong, or that the opinion of the majority (seemingly) is right, just observing the results of what I believe to be the most comprehensive and credible customer survey to date, in particular in response to the unsupported assertion that those admiring FD do so on the basis of their phone facilities.

    Trouble with all these opinions though is that they're inherently subjective, so what works for you won't suit others and vice versa - perhaps FD is the banking world's Donald Trump (or Boris Johnson), favoured by a silent majority but roundly castigated by an incredulous vocal minority?
    • mgdavid
    • By mgdavid 15th Jun 19, 1:12 AM
    • 6,275 Posts
    • 5,720 Thanks
    mgdavid
    Barclays are at it too !
    Reasons to leave First Direct, the list is getting longer...
    1) Horrible new website. Nothing wrong with the old one so why change it? It was simple, smart and easy to use. The new one looks like its been designed by toddlers, everything's been blown up huge and is very hard to focus on properly.
    Why not give the option to switch back to the old layout? That should be standard practice when introducing a new system. Then when everyone clicks on switch back you can see what a waste of time that all was and focus on something more important, like real time balances.
    ..........
    Originally posted by r-shar

    Barclays have recently done a very similar change to online banking, what was pretty good is now just awful, and damn annoying. It's also massively slower in response time. They invited me to do a survey - big mistake, I vented !
    Been with them for decades but this is so bad I may well move...
    The questions that get the best answers are the questions that give most detail....
    • Fingerbobs
    • By Fingerbobs 15th Jun 19, 7:49 AM
    • 778 Posts
    • 316 Thanks
    Fingerbobs
    I often wonder how those surveys about banks can give useful results, as the majority of the population only have one bank account with one bank. I don't see how they would know if their own bank is good or not if they have nothing to compare it to.

    I have to admit, I just logged into FD to have a look at the new web site, and it looks fine to me. My only complaint would be that the account balances are mixed up in the same column with deposits into the account, and it's not clear which is a deposit and which is a balance. OK, deposits have a little + next to them, but it would still be clearer to have the running balance in a separate column. Apart from that I can't see anything wrong with it.
    • skid112
    • By skid112 16th Jun 19, 5:06 AM
    • 346 Posts
    • 293 Thanks
    skid112
    Personally, i don't see anything wrong with it. I have far too many accounts and as long as I can see what the balance is, what went in and went out I am happy.
    Save 12k in 2019 #88 55,838.89/60,000
    • 20SmthngSver
    • By 20SmthngSver 16th Jun 19, 9:18 AM
    • 356 Posts
    • 115 Thanks
    20SmthngSver
    I much prefer the new online look. Doesn't look so 90s.
    • quirkydeptless
    • By quirkydeptless 16th Jun 19, 9:59 AM
    • 339 Posts
    • 366 Thanks
    quirkydeptless
    My concern with the new site is that they've added a third colour.


    Slippery slope, soon it will be all



    This is not investment advice.
    Your money may go "down and up and down and up and down and up and down ... down and up and down and up and down and up and down ... I got all tricked up and came up to this thing, lookin' so fire hot, a twenty out of ten..."
    • meer53
    • By meer53 16th Jun 19, 1:02 PM
    • 9,551 Posts
    • 13,980 Thanks
    meer53
    My concern with the new site is that they've added a third colour.


    Slippery slope, soon it will be all



    Originally posted by quirkydeptless
    This is hypnotic, i quite like it
    • hoc
    • By hoc 16th Jun 19, 3:09 PM
    • 310 Posts
    • 167 Thanks
    hoc
    It has gone from one extreme to another. Before the change I felt like I was back in 1996 using Netscape or Internet Explorer, now it's an overly tablet/phone aimed look intended for touch which looks childish on the computer and is an unoptimised design wave which has largely been undone in recent years. They probably paid a fortune as well. I can't wait for them to kill their 5% regular saver so I have no excuse to keep banking with them. They and Martin can keep their "award winning customer service".
    • ccdorset
    • By ccdorset 16th Jun 19, 8:42 PM
    • 132 Posts
    • 13 Thanks
    ccdorset
    I switched my main current account back to first direct a few months ago, but am now looking at switching away again. I wasn't a fan of their old Online Banking as in my opinion it looked so out of date.

    However, I find the new version absolutely horrendous and almost amateurish. How it has passed acceptance testing and been released like this I don't know. Their telephone hold times seem to have increased dramatically, so there doesn't seem to be much benefit in staying with them apart from the 5% regular saver.

    I'm now looking at switching to either Club Lloyds or HSBC Advance.
    • johnsmith1890
    • By johnsmith1890 16th Jun 19, 8:46 PM
    • 558 Posts
    • 456 Thanks
    johnsmith1890
    My concern with the new site is that they've added a third colour.


    Slippery slope, soon it will be all



    Originally posted by quirkydeptless

    Soon it will be all --- gay?
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