“After many years with them and having had an excellent customer 5 star experience for most of these as it was efficient, easy 365, 24/7 banking ....but being non branch based and with limited local HSBC branches open I now think they are failing badly. Their on line processes continue to be complicated and the limits for paying in cheques and moving larger amounts of money mean the only way to do this is on the phone. FIne, BUT the wait times have got worse over the last year or so and lately have been poor both in connection times to an agent and quality of the line connection, possibly though some home working? Need to improve or loyal customers like me will be moving elsewhere I suspect.”
“I received a phone asking if the could review my account which I have had for 3 years, they scrutinised my account about transactions I had made on my account, it was more of an interrogation than a review. I am a part time self employed hairdresser who is on a low income, they even asked if I had an off shore account, the call was a disgrace stilled shocked and I am now left feeling as if they are looking at anything I spend On my account. I have now lost trust in there banking system. I have now moved banks today an absolute disgrace, they should be looking at accounts that have large amounts and not a low income earner trying to make an honest living. Absolutely furious.”
“After being a customer for 20 years of first direct, I will be closing my account and going elsewhere due to the lack of customer services received on a complaint.
Customer relations do not care about the rude and unhelpful service.
Will be raising a complaint with the financial ombudsman!”
“Appalling. It is now day 9 that I am - urgently - trying to call FD. I usually give up after 20 minutes. I wrote a complaint only to receive the suggestion I should call !???
two days later: calls now take 40 minutes !! and written stuff 4 weeks !! Sent emails and no responses”
“the company now had 6 months to adjust to Covid - with an increase in customers trying to call. Clearly FD is incapable of doing so. I have now, on an urgent matter, tried for 7 days, multiple times a day to call. On average I give up after 20 minutes”
“Appalling. Have waited almost all year to get a mortgage sorted to purchase a new house. 6 week wait for a mortgage appointment. Then certain terms not explained properly leading to more wait times. Saying that they have sent out letters that they haven't. Absolutely appalling, go elsewhere for your mortgage. If I could give it minus stars, I would.”
“Absolutely worst bank I have had the displease of dealing with. They take no responsibility for their own mistakes and never have solutions to the problems they cause. Don't believe the mostly good name they seem to have its al nonsense.”
“As a self-employed business owner with two shops, both profitable but affected by the Coronavirus I spent 4 hours on the phone to them yesterday, the first two hours I was told because they were very busy, in fact the customer adviser put me through to a phone in an office no one was located in. I spent the next 2 hours speaking to a lovely young lady but her hands were tied and because i did not fit their criteria they were not even willing to offer me a temporary loan till the Government pays me a self-employment grant in June. Shame on you First Direct, you have left my family penniless because of your greedy policies. I have been a loyal customer since 1996 and during that time have taken out several loans and paid them all back, I have a very good credit report with no missed payments, no CCJ's and no previous bankruptcies, shame on you First Direct you are a disgrace.”
“yes they answer the phone quickly but then put you on hold for 20 minutes! Made me waste an hour and parking fees to take a passport in to prove god knows what? Born and lived in uk for 50 years, shouldn't be treated like this imo”
“Dire. The changes to the online banking login coupled with the app are appalling. They just don't work properly and are clumsy. So bad I'll be leaving them.”
“First Direct Bank was extremely customer focused, yet with the forced use of the Secure Key reader no longer cares, it is complicated, to many numbers to input and most times does not work, customer services told me I needed to use their on line app, dont really like banking on the telephone but took their word for it, tried to use, extremely non customer focused, easy to make input errors and if you done have a smart phone (like me) you cannot do your banking, told needed to call them but due to high level of call (due to Secure Key) it can now take some time to get through, then implied its not going to change so possibly change banks, not what I wanted to hear after being a customer for 25 years.”
“Alas, the demise of good customer service...I have used First Direct for over 25 years, I used to feel that their excellent customer service was the best, with friendly, knowledgable, approachable and caring staff...Unfortunately, this is no longer the case - for the past few months First Direct’s customer service has been replaced by rude staff with an ‘Attitude’ of couldn’t care less. I am sad to say I am now seriously considering moving to a new bank.”
“Difficult to use and understand new banking app and software. Can't get through on phone without waiting half an hour. After 18 years banking with them. I'm leaving. All their great customer service staff seem to have gone also. Replaced by those who don't care less. Couldn't score them zero that's the only reason I gave them one point. One point too many.”
“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!”
