“I have been with First Direct for over 30 years and because of their appalling customer service over the past 3 years and particularly recently I have decided to transfer my money to another bank.
I have recently been charged twice for one purchase I made which was over £2,500, hence over £5,000 has been charged to my account by First Direct and First Direct Customer Service tell me there is nothing they can do about it. The company I bought the item from, Apple, categorically stated that they have only charged me once and having advised First Direct of that fact 4 days ago the charge is still sitting on my account. I was promised a call back 4 days ago and to date nothing has transpired.
The Customer Service agent today continually interrupted me.”
“I have held my account with First Direct for over 25 years and in the early days remember thinking how forward looking and efficient a bank it was, that communication and connectivity was excellent. What a shame that it has become a bureaucratic pile of departments that are unable to speak to each other, and incapable of doing something as simple as issuing a bank card.
You haven’t just slipped down the rankings from 1st place to 3rd place (Which Magazine), you have lost complete control of what you are doing day to day and that it is customer satisfaction and ability to problem solve for customers that you have given up.”
“1st Direct used to set the bar for other banks to achieve. I used to happily tell people it was as close to premier banking as possible. I'm sad to say this standard has truly dropped away. 30 minutes for people to pick up, calls lost during conversation and poor line quality. Staff are still nice and friendly but this is all that is left. This is a real shame.... time to switch.”
“Have been with First Direct over 20 years now and am seriously concerned at how poor their customer service has become. Problem after problem with them and seriously considering changing to another bank after being their biggest fan for years. Cannot recommend them at all any more and their wait times are awful. Why are they still working from home? I was cut off after going through security due to the agents poor phone reception - hardly professional and that was after waiting for 20 minutes.”
“like others here, once upon I time I couldn't have praised them enough but does feel like they have given up on customer service. A real shame..and a pain to have to move my account”
“Like many other reviewers, I am seriously disappointed with their customer service. Wait times are terrible and they just don't have the same quality of customer service they were once famous for. Will be moving to another bank soon.”
“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.”
