First Direct

Trying to open a new current account, gone through everything, uploaded proof of ID. A hard credit search appeared on my account which I didn’t agree to, I did not ask for credit, a loan or an overdraft and they only advertise it everywhere I could find on the app and small print as a ‘credit search’ not a hard search. Fine though. Then I get sent a message with a link to confirm my identity…ok. Immediately click the link, ‘this link is expired’. Of course it is. Trying to email them is like talking to brick, they cant even answer basic questions about forms of ID and have provided conflicting information, but will only deal with phone calls. So what can anyone do if for personal reasons they are unable to talk or perhaps hear on the phone?

Most importantly, if you have not confirmed my identity how on earth have you been able to perform a hard credit search, as one of the most important requirements before performing one is to get permission from the individual and to do this you need PROOF OF IDENTITY. Which apparently they don’t have!

As a longstanding customer of First Direct, they used to be a great, customer-focused bank and I was a huge advocate of theirs.

In recent years, they have turned their back on providing services that they have provided for decades.

In particular, they have continually reduced long-established arranged overdraft limits that have been responsibly managed by customers.

I only need arranged overdraft limits to facilitate intra-day transactions. (Pre-arranged Direct Debits, Standing Orders & forward-dated ad-hoc payments). I always top-up my account before the close of business to clear any temporary intra-day overdraft balance.

Despite this demonstrable, diligent & responsible management of my account, First Direct keep reducing my arranged overdraft limit to ever-lower levels, thereby increasing the risk that prearranged, scheduled payments will fail, and I will incur unwarranted overdraft penalty charges.

Requests to reinstate previous, longstanding arranged overdraft limits are rejected and appeals to senior management/Executives are abruptly rebuffed.

This is so unnecessary, frustrating, annoying & offensive.

A customer-hostile bank that likes to say “No”.

I’m no longer an advocate of First Direct, who have clearly lost their focus on providing good customer service and have instead now become customer-hostile & ignorant.

Current and deposit accounts held easy to use web site and App excellent phone service

The First Direct app is one of the best financial applications that I have ever used; it makes transfers particularly easy in comparison to several other competing platforms that I have used. I have been a satisfied user for the last 18 months and would advocate for others to consider using their current and saving accounts if they were looking for such services.

Very good platform and customer service

Excellent and responsive customer service, and great products with a competitive rate on regular savings account.

Long established trailblazer, setting the benchmark for the disruptors to aspire to

Good app and great customer service

Telephone banking is quick and reliable