Time consuming
Setting up a standing order is time consuming, tedious and complicated

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.
Setting up a standing order is time consuming, tedious and complicated
I’m honestly baffled by First Direct’s wisdom in launching First Direct Perks. The name is promising, but the delivery… less so. It’s run through a third-party company called Marketing Lounge Partnership, which already feels a bit detached. I’ve banked with First Direct for decades and, until now, they’ve been brilliant. So when I got an email out of the blue announcing this shiny new perks programme, I thought, “Well, this should be interesting.” The message promised “amazing perks” and directed me to a website to register. That’s when the confusion began. Why, I wondered, does my bank need me to register for perks? I’m already a customer — a loyal one, at that. Still, curiosity won. I clicked the link and was immediately asked for chunks of personal information. Alarm bells rang — it looked every inch like a phishing scam. I rang First Direct, expecting reassurance, but even their own team didn’t seem to know this programme existed. After a merry round of transfers, someone finally confirmed it was genuine. Reassured, I registered and waited for the magic to happen. Weeks later, another email arrived, urging me to “check my perks.” I clicked in with the excitement of a child at Christmas. The reality? Nine perks. Seven were bog-standard discount codes, and two were competitions. Out of sheer stubbornness, I tried the Cineworld offer: two tickets for £10, Monday to Thursday, 2D only. After jumping through more hoops than a circus poodle, I discovered the code didn’t even work. On closer inspection, two tickets were actually £11 anyway, so all this drama was to save a grand total of £1 — assuming the code had worked in the first place. So let me get this straight: First Direct is sending out fanfares and glossy emails about perks that are little more than a pound-off coupon you could beat with a quick Google search? Either the marketing team never bothered to test this, or someone high up trusted them a little too much. This isn’t perks — it’s an insult dressed as a perk. Save the money, fix it properly, or scrap it altogether. For the record, I ended up booking my Cineworld tickets using a different discount code I found elsewhere. First Direct is still an excellent bank. But when it comes to perks, they’ve scored an own goal.
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.
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They refused point blank to pay the advertised £175 switching bonus because I was switching from a business account, even though they agree that this limitation ws not mentioned in their advertising. ... and your offer of a call is worthless - as you well know. You're posturing in public wih no intention to do anything in private. I've been told you will not discuss this with me further, and that I should go to the ombudsman - who we both know is worthless. You people make me tired and sad - not for my lost £175 but for the fact that people like you earn a good living treating decent people this way.
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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