first direct is a UK-based bank that offers a range of online and personal banking services to over 1.7 million customers. The company provides current accounts, loans, credit cards, savings accounts, and mortgages, focusing on straightforward banking solutions. With an emphasis on transparency and customer service, first direct aims to simplify the banking experience by offering features like secure digital banking, budgeting tools, and a user-friendly mobile app. Targeting individuals seeking efficient and reliable banking options, first direct allows customers to open accounts quickly and access their finances with ease. The bank promotes a customer-centric approach, providing support through live chat and simple help topics. By eliminating monthly fees and offering incentives for new customers, first direct positions itself as a viable choice for those looking for transparent and accessible financial services.
First Direct generally receives high praise for its excellent customer service and ease of use, with many reviewers highlighting the helpfulness and efficiency of the staff. Customers appreciate the quick resolution of issues, seamless transactions, and the overall confidence they feel in the bank's operations.
Long-term users express satisfaction with the service, often mentioning their loyalty since the bank's inception. However, some reviews point out frustrations with the complexity of setting up certain features, like standing orders, and dissatisfaction with the First Direct Perks program, which some find lacking. Additionally, there are complaints about customer service experiences that felt unhelpful or confusing. Despite these criticisms, the majority of feedback remains positive, reflecting a strong overall sentiment towards First Direct.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.4 | 60 | 100% | — | ● Medium |
Monthly average rating from reviews written by people.
Not enough history for a trend yet: 60 reviews in 1 month. The chart appears once reviews span two months.
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
“Very good service”
“I’m already a customer — a loyal one, at that”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Finance & Insurance.
| Company | Overall | Legit | Service | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|
| 4.4 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | 4.1 out of 5 (good) | — | 60 |
| 4.2 out of 5 (good) | 100 out of 100 | 3.3 out of 5 (fair) | 3.0 out of 5 (fair) | — | 1,200 | |
| 4.7 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.6 out of 5 (good) | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.7 out of 5 (good) | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.0 out of 5 (good) | — | 1,060 |
Bottom line: first direct is #4 of 5 on overall rating in this group. On website & app, JustCover Travel Insurance scores higher (4.7 vs 4.1).
60 reviews of first direct. Filter by what matters to you.
Pleasant staff but unable to resokve issue. I have a regular saver account which leaves my account on 31st of the month, consequently some months two payments are taken, some months no payment is taken, this makes it difficult to buget. I was hoping to have the date of the Direct Debit changed but unfortunately this was not possible!
The lady I spoke with, was patient and extremely helpful, I was in a bit of a panic but she was calm and reassuring, made helpful suggestions and got me through my trauma. In no way did I feel I was taking too much time up. Considering this is done over the phone, I felt I was safe and secure with how everything was dealt with and very happy with the service. This bank in my opinion is the best.
Quick answers to the questions people ask most.
Yes, first direct is a legitimate company with a strong reputation, boasting numerous positive reviews and an overall rating of 4.5 out of 5 stars from thousands of customers.
No, first direct is not a scam. The company has verified reviews highlighting excellent customer service and quick resolutions to issues, indicating a trustworthy banking experience.
first direct offers a range of financial services, including personal banking, savings accounts, mortgages, and credit cards, all designed for ease of use as noted in many positive customer reviews.
first direct accepts various payment methods, including direct debits, standing orders, and online payments, making transactions quick and easy according to customer feedback.
You can contact first direct's customer support via phone or their online chat service. Customers have reported that they receive prompt and helpful assistance from staff.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
A really trustworthy and reliable bank. Whenever I had an issue, which was mainly my own doing, they were there to help out in the easiest way possible. The only reason I've left is that some other banks have higher interest on savings accounts, cashback offers, etc. But as far as a reliable bank goes, these folks are wonderful
Efficient, polite, helpful. Never let me down, First Direct are the best.
If the chatbot can't help, First Direct has excellent human advisers on hand to advise at the drop of a hat and a minimal wait. Such an unusual thing these days!
you cancelled my card by accident. When I said I had no money or food and asked what you could do for me, you said sorry, nothing you could do. I said, so basically I'm stuffed? Your colleague answered 'yes'
I had been sent a letter to request a call to the bank to confirm details of a direct debit I had set up with a charity. It took a while for the reception responder to identify what was needed and I was kept on the line for several minutes. It seemed to require very little from me and I was given the information that a standing order was now set up.
No more than I expected from First direct, friendly, professional and helpful.
Having been a first direct staff member during the late 90’s and early 00’s, I have been delighted to be met with the same great human contact when making banking requests. It delights me that the ethos of being human, right first time and helpful continues. Thank you.
By far the best bank I’ve ever had to deal with. Having been diagnosed with lung cancer almost a year ago I had to stop payments on my loan for 5 months. The bank were fantastic and bent over backwards to help me in any way they could. I also have accounts with the bank that used the black horse logo and they were a total let down closing down accounts and trashing my credit rating at the same time. A massive thankyou to first direct for caring and helping while others didn’t.
Called to ask about switching with Reward offering as I wanted to move my half of a joint account not the whole account. Was told yes but couldn’t do it online would have to do it myself. I moved my account, called again to check I had done everything correctly. Was then told didn’t qualify for reward. FD agent agreed it was clear from recordings that I wanted to switch half a joint account and I was not told I couldn’t. Agent also informed me I’d called twice to change my password (I used voice recognition at my original bank) the inference being I think that I was dotty old bat. I am an old bat, but not so dotty I can not Switch again to better customer service.
first direct is a UK-based bank that offers a range of online and personal banking services to over 1.7 million customers. The company provides current accounts, loans, credit cards, savings accounts, and mortgages, focusing on straightforward banking solutions. With an emphasis on transparency and customer service, first direct aims to simplify the banking experience by offering features like secure digital banking, budgeting tools, and a user-friendly mobile app. Targeting individuals seeking efficient and reliable banking options, first direct allows customers to open accounts quickly and access their finances with ease. The bank promotes a customer-centric approach, providing support through live chat and simple help topics. By eliminating monthly fees and offering incentives for new customers, first direct positions itself as a viable choice for those looking for transparent and accessible financial services.
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