First Direct Internet Banking www.firstdirect.com

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First Direct Internet Banking www.firstdirect.com
★★★☆☆
2.8
44.0% of users recommend this
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Latest Reviews

“Awful”

★☆☆☆☆

written by AubreeMcDonald on 20/06/2020

From best to worst in about 5 years. If you complain they threaten to close your accounts.

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“Losing their Way”

★★☆☆☆

written by chessmachine on 14/06/2019

This was the premier bank but now they are following thier owners the HSBC with a disregard for customers needs. One such item is a long wait to answer the phones ironic as they are a no branch operation.

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“Extremely disappointing - used to be excellent”

★☆☆☆☆

written by IsabelaBradley470 on 01/05/2019

Really sad to be leaving First Direct - which was once such a great bank that I regularly recommended it. However, things have changed. NO interest in current account - and no interest in customer relations either. Earlier today I was treated with extreme disrespect by someone in their online department and, later on, I was disrespected by a manager. Customer relations means nothing to these people. But I might have hung on - though it is much easier to change bank accounts than it used to be - were it not for their mania for security (meaning that, just to access one's bank account takes ages) AND the non-user-friendly nature of the online services (which makes taxes even longer and more tedious than they have to be). Not recommended. Not what it was. Really not good.

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“waste of time”

★☆☆☆☆

written by bevcampbell on 22/12/2017

after banking with them for over 30 years having a LOT of savings with them, my mortgage and my partners banking plus recommending countless friends, they have refused to give my 18 year old daughter an account. cant supply a reason why. goodbye first direct - feels like the ultimate betrayal.

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“First direct is impossible.”

★☆☆☆☆

written by btArnold1957 on 16/09/2017

Everything possible has been done to confuse and mislead an account holder seeking access to his account. I have given up and will have to telephone.

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“Awful”

★☆☆☆☆

written by Bender90 on 17/06/2017

Worst Bank Ever!!!!!! Do NOT open an account with these jokers

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“long term customer love uk call centre response”

★★★★★

written by Anya454 on 16/03/2017

Absolutely brilliant, been with first direct for over 7 years. The staff are second to none, open bank holidays and still professional, polite and most importantly they listen to you, no scripts and pre-planned answers here.

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Chessmachine's Comment

Written on: 20/06/2020

LOL do you work for them ?

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“Absolutely brilliant”

★★★★★

written by Quinn89 on 26/02/2017

I have recently switched to First Direct and I have to say, they have been exceptional. As soon as you ring the number a person (yes, not a robot) answers! I love them already... Would highly recommend to anyone who is looking to switch, they also give you money!

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“Check when paying off any loan that you do it by...”

★★★☆☆

written by SierraKirkland on 01/02/2017

Check when paying off any loan that you do it by speaking to a customer service member of staff, not transfer funds to close the account .. It will cost a lot in interest, got lost in the figures. But not goof d..

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“trying to complain”

★☆☆☆☆

written by BarbaraSnyder1961 on 23/11/2016

Been trying to get a complaint about mortgages registered for three hours, sums them up really. They were an excellent bank not any more! Echo wait times on phones etc, but the mortgage team are unbelievable and how FD values its customers and their history is truly appalling

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“Waste of time”

★☆☆☆☆

written by Lia65 on 26/10/2016

In applying for a current account First direct led me on to believe that everything was set up and even sent me a welcome pack. One month later I called them to find out why the switch from my other account had not yet occurred. For some mysterious reason they had cancelled my application without notifying me. I tried my utmost to follow their instructions to "complete" the application process but after attempting to chase them up having sat through many long phone calls (left on hold) I ended up giving up. I have four other bank accounts and setting up all the others was pain free having completed each application within a matter of minutes. First Direct are a waste of time so my sincere advice is not to be fooled by their £100 incentive to switch to them.

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“Shock”

★☆☆☆☆

written by CamrynMattingly240 on 01/09/2016

Apply online to switch account was left feeling shock and worry try to speak to somebody at First Direct. Woman on the phone sound like a robot keep repeating the same things, saying cannot help you, but there was nobody high to speak to anyway. What a bank you stick to what your computer is telling you. After Knowing what I know now I am happy to not have my account with you. On a good note I when to Santander and they open my account and make feel very welcome, P.S it will be good in your T.V ad to let your clients know that by apply for an account with you can also live them feeling like rubbish

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“First Direct Leeds. WORSE Account Opening Department EVER!”

★☆☆☆☆

written by NathenBroussard178 on 06/07/2016

Opening an account with First Direct appeared reasonable, NOT! Here is what happened with their 'Account Opening team' Made to Feel like a Criminal! Belittled! At approx 13:19 PM I had a Call from A... First Direct Leeds Account Opening Team who made me feel that being pensioned was bad, Derogatory in some way. This A... even Curtly said “We Don't give just ANYONE an account” as if I was a No one. Their Online application facility does not allow one to describe the details of ones pension Only that one is on a ‘pension’. Feeling Surprised at the way I was treated what felt like belittlement I asked to speak to her manager and spoke to eventually a C Supervisor for Accounts Opening Leeds First direct. I expressed my deep concerns on how I was made to feel that I had never been made to feel before. I was only requesting a Visa Debit, No Credit facility and a Basic account and yet I was made to feel like a third class citizen. I did Not feel it their business to ask what I did Abroad Years ago! I felt grieved that the words used was so readily dismissed by this Supervisor I asked to be put through to complaints and spoke to a J. at Accounts Opening First Direct approx 14:32 PM Who Refused point blank to give me her full name. She again dismissed my concerns and said she would look into it and call me back but Registered my Complaint. I called this J. at Leeds Accounts Opening back after Our conversation with You the Financial Ombudsman 15:10 PM I called her Directly back after Our Conversation at approx 15:15 PM hoping for a change in Tone, a more professional dialogue and it went from worse to worse. She further Exasperated this terrible treatment making it worse. She said Everything you said would be what a Criminal would say! Then when we discussed my Pension I said it was Not from a Criminal element it was legally from the UK. Also that I would be glad to tell them that you said that. She said when I completed the online form I put ‘Pension’ I said it is NOT my fault that Your Online facility does not allow us to do anything But scroll down to ‘Pension’ and why was that? Why don’t you allow me to attach even my Scanned Pension Document or give me space to show this? They could of Requested such information without treating me like a Criminal and second class citizens. I said I was disgusted in the way she made me feel and to say to me Everything you said would be what a Criminal would say. Then out of the Blue she said Do you have any Contacts with the USA?! I said in shock No! why would you throw such a question? Curve ball at me out of the blue like that? This is about my Complaint and this J. asked me yet more Impertinent questions! I was made to feel like a Criminal, intimidated for Daring to complain, Made to feel as if I was a Criminal element by her deliberate dialogue and for what? Daring to complain? This is utterly disgusting I have never been made to feel so abused, so Defamed, So Belittled by any bank before and certainly Not treated as a Customer in any way possible. It is Not my fault they do not have the facility to enable me to send legitimate legal Pension Documents, and have such a poor Online application facility which makes them treat me with contempt and Suspicion as a Criminal.

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E111's Comment

Written on: 26/02/2017

Banks and bankers (The ROTHCHILDS !!!) have long forgotten us.

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“Call centre wait times”

★★☆☆☆

written by Wrx_dan on 20/04/2016

First Direct are great if you can actually get through to their call centre, however over the last couple of years wait times have increased from less than a minute, to a minimum of 10 minutes. For a telephone bank this is appalling, 17 minute wait today, and once I finish on this call I will be asking the agent how I complain about this service. For clarification today's wait was for the mortgage line, but the 10 minute wait was for the main contact number. Not even a sorry for keeping me waiting, avoid this bank...........

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“Intrusive questions”

★☆☆☆☆

written by 361Johnston on 06/04/2016

I have banked with First Direct for many years and wanted to open a regular savings account. I was asked so many intrusive questions like how much our house sold for and how much our flat cost. Where my business is.How much I earn and whether I paid myself enough as questions would be asked- actually the girl hadn't realised my tax rate. Questions about my business and what I do. etc etc. This isn't the bank I have always known and loved. The staff are too busy to be helpful now. understaffed? i did not open the account as the phone conversation took 40 minutes and there were more intrusive questions to come. I opened a bank online with another bank within five minutes! I was assured other banks have to ask the same questions. Had I been borrowing money I would have understood, but this was to open an account with a bank I have known for many years and with whom I already have five bank accounts.

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“Not enough staff anymore.”

★★☆☆☆

written by catherinemartin2702 on 31/03/2016

Banked with First Direct for 25+yrs.Great service. Last 2 yrs I always receive 'experiencing high call volumes' message. Wait times 7-10 mins. Not good enough for a telephone bank. Staff great when you speak to them, but the wait increasing at all times of day.

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“Not what it was”

★★☆☆☆

written by SeanWarren175 on 13/03/2016

I'm reluctant to move as there'd be no guarantee of an improvement but the service has gone to the dogs. Used to be top notch but ten minutes (at best) of hanging on the phone is not acceptable. When you do finally get through the staff are unfailingly helpful but it's too late to make a good impression by then. Very disappointing; I have been with FD for over 20 years and have had nothing but praise for them during that time. It has all changed, and not for the better.

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“Dont switch her you will regret it ”

★☆☆☆☆

written by on 12/03/2016

Been customers for 20 + years means nothing, standing order not sent no reason given, no pin reader sent cant transfer money, used to be 2 to 3 mins wait now 10 to 15 timed it on phone. Gone to the dogs or worse, told them we were switching they said "all the best hope you are pleased with your new provider" Sarcastic still all family is leaving now as well, Seen it before bradford and bingly shutters come down when loads of customers have bad service its a dead duck

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“Waiting to join”

★☆☆☆☆

written by Vega1964 on 11/01/2016

I wanted to ask about joining First Direct, but after waiting 12 minutes without an answer I just gave up. Obviously they dont want the business.

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“What's gone wrong !”

★★☆☆☆

written by PalomaVelez467 on 01/11/2015

Used to be great - now shocking - the new app and security is so complicated I've had to rely on telephone - but the wait time is horrendous - and as for the security - favourite city - make sure it's at least 6 letters as my fave of Paris wasn't good enough - same. With everything else so make sure your childhood friend was some one with at least 8 characters And preferably a number in their name ! All written while waiting in a queue for them to answer Have they not worked out they are making it so hard for people to use on line that they are calling in and hence the number of calls are increasing -!

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