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★★☆☆☆

“Average Performance”

Written on: 16/01/2012 by mehow (1 review written)

We have been fairly happy with First Direct. The internet banking is straightforward and easy to navigate and the telephone banking is quick to answer and the security is tight but not too onerous.

However, recently we have had some problems. Over Christmas we let things get out of control a little, and didn't keep an eye on what we were spending. We went overdrawn on one of our accounts. We realised our mistake too late a incurred around £200 in charges. Having said this, it was a simple error in not having the right amount of money in the right place - across the four accounts we have we were around £12000 in credit.

My wife rang them hoping for a sympathetic hearing but they wouldn't have it, simply saying that it wasn't company policy to refund charges, and pointed out the numerous ways we could have kept a better eye on it. It was our fault and, as she was told several times, it is made clear in the small print that each account is treated as a separate entity. However, given that they had so much of our money we were hoping for a little bit of common sense to be applied than only giving us half the money back.