I used to rave about First Direct, and recommend it to all my friends (I was one of the first customers - switched from HSBC). Unfortunately it has really lost the plot. For a start, to get into one's account is like Fort Knox: you have to have a special pad and create a unique number, takes hours. Second - one of the biggies, for me - it has a clunky, cumbersome not-state-of-the-art online system which is an absolute nightmare when it comes to tax time (or any time!!!) However, the reason I'm leaving (for Metro, I think but watch this space) is because of the patronizing, self-satisfied attitude of its current staff, who these days have not the slightest notion of service, or any sense of obligation towards long-suffering (and long-standing!) customers. So: three reasons why I'm off!!! Hope this is useful to somebody, at least!