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First Direct |
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First direct offer a current account called First Directory, you pay £12/month and you receive RAC roadside assistance and national recovery, annual worldwide travel insurance, mobile phone insurance, MONILINK - statements to your mobile phone and more.
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I have been a FD account holder for over 20 years. I became dissatisfied with their service and petty mistakes some 3 years ago and moved my main account to Handelsbanken who are fantastic. Today, with an impeccable credit history and good earnings I phoned First Direct to increase my Gold Card credit limit to £4000, just £1000 higher. They said no and that my overdraft facility was a cause for concern, it has been at that level for 5 years and reduced that immediately form £7000 to £500. I have a letter ffrom FD two days ago confirming they were happy to renew at its current level for another 12 months. I am disgusted. Loyalty counts for nothing. When HSBC and NATWEST are improving their service in leaps and bounds FD is going down the pan. I have just closed my accounts and will tell all my clients about my experiences.
| Posted by Beverley on the 31st July 2010 |  |
First Direct, great when things are going well but watch out. We applied for a mortgage with no problems or issues raised on our credit. The survey they instructed came back with no issues, all fine. A few days before we were planning to exchange, they added new conditions to the mortgage offer. Not in writing, just over the phone. They're now also saying we need a new survey (even though they've had the old survey results for 8 weeks with no concerns raised!). Good mortgage interest rates, but watch out as in my experience they're not reliable.
| Posted by David on the 9th July 2010 | |
Ten years in credit. Went overdrawn, took me 3 months to arrange funds to pay it off, which left the account about £200 in credit. They set the dogs on me, suspended my account and refuse to send me the balance. Now being told never to open an account with them again, never to phone them again.
| Posted by Pete on the 25th June 2010 | |
I had the same experience as Richard (10th April). Someone used my card to spend £193 - I dont know how, I didn't lose it or leave it anywhere. The bank used very threatening language and forced me to pay it even though I told them it wasn't me. I'm retired and £193 is a lot of money to me. I opened an account at Barclays 2 weeks ago and love them. First Direct really upset me,
| Posted by Robert on the 20th June 2010 | |
I had banked with FD for well over 10 years, initially with high levels of service. Without going into details subsequently I consider that I was treated terribly despite being a good customer. What really annoyed me in the end is that they claimed that they had tried to contact me three times but never left a message on my answer phone or tried a recorded delivery etc. This was basically an excuse to get rid of me, presumably because they didn't make enough money from me. Customer service... yeah right!
| Posted by verysimpleman on the 21st May 2010 | |
Absolutely disgusting. I have been a FirstDirect customer for only 6 months. I signed up to take advantage of the £100 sign-up offer and I thought everything would be rosy. Their initial sales documents and starter-pack looked professional and helpful, and when I rang customer services, first line support is provided immediately. However, within 6 weeks of service, I went £2 overdrawn on the free £250 overdraft that was provided. I called to request this be withdrawn as I felt it was unfair, and was told it couldn't be withdrawn as I had already used up the free overdraft 'credit' if you will by utilising the £250 overdraft facility. This annoyed me, but I thought nothing of it. I then went overdrawn again, a few months later, again charged £25. Rang, but nothing could be done.
Now, I've come to my 6 months mark (£100 signup, £100 after 6 months if you're not happy). I had to wait until payday before I could cancel after ringing once, but was assured I'd get the £100 bonus for moving away. I then called today at a lunch to cancel. After having to wait 5 minutes to speak to a member of the closure team - in the same scottish office it seems - I was told no, the £100 doesn't apply to you, you have to be a customer for 1 year. I argued this as this was not what was advertised on the site when I signed up. I was then put on hold for a further few minutes whilst the customer services lass tried to find a superviser. After 5 minutes, she came back saying she couldn't find someone, and was I okay to hold. I then waited another 10 minutes, only to be cut off.
At this point in time, I am so enraged by this company I could kill. It always seems to be the case with companies that they reel folks in with some clever deal only to screw them over at some point, unfair charges, or ridiculously difficult processes of getting said deal. I had hoped FirstDirect would be different as they keep the riff-raff out with a min £1500 p/m balance for a/c holders, but I was wrong. At this time I hope someone throws the bloody book at them for unfair deals. I have searched high and low for the terms on their signup and move-away bonus, but I cannot find anything.
I just feel mugged off and I hope the company burns for it. I fully appreciate I am annoyed at this given time, and I have not stated the whole situation in epic detail, but the long and short of it is this:
DO NOT GET SUCKED IN BY FIRSTDIRECT, THEY'RE JUST AS TERRIBLE AS HSBC BUT WITH A UK 1ST LINE SUPPORT TEAM.
Rates are terrible, overdraft charges are unfair, and customer support will do their utmost to ensure you don't get your sign-up deals.
Now, I've come to my 6 months mark (£100 signup, £100 after 6 months if you're not happy). I had to wait until payday before I could cancel after ringing once, but was assured I'd get the £100 bonus for moving away. I then called today at a lunch to cancel. After having to wait 5 minutes to speak to a member of the closure team - in the same scottish office it seems - I was told no, the £100 doesn't apply to you, you have to be a customer for 1 year. I argued this as this was not what was advertised on the site when I signed up. I was then put on hold for a further few minutes whilst the customer services lass tried to find a superviser. After 5 minutes, she came back saying she couldn't find someone, and was I okay to hold. I then waited another 10 minutes, only to be cut off.
At this point in time, I am so enraged by this company I could kill. It always seems to be the case with companies that they reel folks in with some clever deal only to screw them over at some point, unfair charges, or ridiculously difficult processes of getting said deal. I had hoped FirstDirect would be different as they keep the riff-raff out with a min £1500 p/m balance for a/c holders, but I was wrong. At this time I hope someone throws the bloody book at them for unfair deals. I have searched high and low for the terms on their signup and move-away bonus, but I cannot find anything.
I just feel mugged off and I hope the company burns for it. I fully appreciate I am annoyed at this given time, and I have not stated the whole situation in epic detail, but the long and short of it is this:
DO NOT GET SUCKED IN BY FIRSTDIRECT, THEY'RE JUST AS TERRIBLE AS HSBC BUT WITH A UK 1ST LINE SUPPORT TEAM.
Rates are terrible, overdraft charges are unfair, and customer support will do their utmost to ensure you don't get your sign-up deals.
| Posted by Tim D on the 27th April 2010 | |
I have been with First Direct for 16 years .I have had unauthorised transaction on my credit card which I told them I did not make.First Diect investigated my complaint 3 times and still said I had made them when I had not. First Direct have now sent me a letter stating that they will be closing my account within 60 days and expect the balance on my credit card to be zero. I have informed them that I will take this matter to the FSA and they did not seem to be bothered about it. They have also warn me not to open any new accounts with HSBC. First Direct do not have any evidence against me yet they have treated me like a criminal. I will not let this matter rest and will go to my local paper to expose the bank for what they are. First Diect thank you for calling me liar, it's nice to know you care about your customers after being with your bank for 16 years. If anyone wishes to contact them then they should call 0113 276 6890, that number is the CEO office.
| Posted by Richard on the 10th April 2010 | |
Charged me £25 for 20p unauthorised overdraft plus another £25 next day for a debit card transaction for £3.40. Yes, £50 for £3.65. Moving to another bank already, have only been with FD since October.
| Posted by 'Other' Mark on the 9th April 2010 | |
First Direct are offering a 1% pa bonus interest for people who open a new e saver account. Existing customers receive 0.25% interest pa. New customers get 1.25% (i.e. 5 times as much interest)
I have banked with FD for over 20 years and have had more than 500,000 pounds in the esaver since the offer started. I have therefore lost over £2500 compared to someone opening a new account. They tell me now that I could have transferred my funds into a new esaver account at any time but they did not make that public. They have offered me £150 in compensation.
I have never had cause to complain about First Direct before and indeed have recommended them to a number of friends and colleagues. Never again. Their behaviour is disgraceful. Naked profiteering at the expense of loyal and established customers.
I have banked with FD for over 20 years and have had more than 500,000 pounds in the esaver since the offer started. I have therefore lost over £2500 compared to someone opening a new account. They tell me now that I could have transferred my funds into a new esaver account at any time but they did not make that public. They have offered me £150 in compensation.
I have never had cause to complain about First Direct before and indeed have recommended them to a number of friends and colleagues. Never again. Their behaviour is disgraceful. Naked profiteering at the expense of loyal and established customers.
| Posted by Donald on the 1st April 2010 | |
I have banked with First Direct for about 12 years now and have on the whole been very pleased with their service. I ran into some financial difficulties a few years ago and found that they weren't so helpful then but if your account is in the red they couldn't help you enough. Yesterday however has brought me to the end of the road with them. A couple of weeks ago I went £1.42 overdrawn according to the weekly text I receive from them, I duly logged onto my account transferred £2.00 from my savings into my current account to clear this but un-noticed by me some payments were passed through later in the day meaning that my account went overdrawn until a day or two later when I noticed and cleared it. Yesterday I received notice about a £25.00 overdraft fee I am now being charged and when I phoned to query this I was told that I will also have to pay a £25.00 fee for using the overdraft facility on my account. They have agreed to refund me £12.00 as a goodwill gesture but I am now being charged £38.00 for being £35.40 overdrawn overnight. I always believed the text message was a live service but apparently it isn't - so what is the point of it? I'm really angry about this as there was more than enough money in my savings accounts for me not to have incurred any charges. I have before asked if they could set up something which would automatically move money from my savings to my current account if necessary but apparently this can't be done! Funny then that my sister banks with HSBC (the parent company of First Direct) and when she had financial difficulties this is exactly what they did without her permission. Customers beware!
| Posted by Sue on the 31st March 2010 |  |
I have been with FD for over 10 yrs. They are friendly and helpful until something goes wrong. During this financial crisis I have never exceeded my overdraft limit but FD say there needs to be sufficient funds in my account the day before direct debits are due out. If I pay cash into the account on the day the DD is due out they charge me £25 per DD. This means that by the end of the banking day the account is within limit but they are £25 better off. Further, if FD fail to pay the DD it is normal for the recipient to charge £12 late fee and £12 return fee. So you can be £50 worse off and not have exceeded your limit. FD also think it's clever to report this to the credit agencies as a missed payment. They are so unbelievably arrogant. I reported this behaviour to the Ombudsman and, you guessed it, FD closed my account. What a disgraceful shower....
| Posted by Mark on the 25th February 2010 | |
Very much like the person below I had problems with my first direct credit card and once I told them I was taking my complaint to the FSA they said they would close my account. I then got a letter five days later saying they were also closing my current account as well as they wanted to terminate the banking relationship. They have advised me this will happen within 60 days. I have contacted my local new paper who are going to run an article on my case. Perhaps if you like me contact the directors at FD and voice the complaints that senior management seem to be making something will be done. On another forum an ex FD employee of FD has posted some direct numbers for the directors and I have rung them and they work.
| Posted by Steve on the 17th February 2010 | |
I had nothing but problems with First Direct over my current account with incorrect information being given. When I questioned them and said I would be taking my complaint further they have said they will close my account within 30 days. I am making the FSA aware of this and as soon as they were aware I was also recording the call (which they always do) they refused to speak further and dropped the call. Good Luck with any complaint you have.
| Posted by Karen Millen on the 29th January 2010 | |
I experienced financial difficulties a few years ago through no fault of my own and First Direct were the only one of my numerous creditors that dealt with my situation in a civilised manner. This might not seem much of a recommendation but believe me the others fall a long way short of anything civilised when it comes to protecting their interests.
I was with First Direct for 10 years and left because I thought I needed a 'real' bank manager - my mistake - when I have repaired my credit history I will have no hesitation in returning to First Direct if they'll have me.
I was with First Direct for 10 years and left because I thought I needed a 'real' bank manager - my mistake - when I have repaired my credit history I will have no hesitation in returning to First Direct if they'll have me.
| Posted by Ian on the 22nd January 2010 |  |
We (my wife and I) have been having financial difficulties for sometime. FD initially quite helpful but have refused to freeze charges om my O/Drawn account even though they have suspended our account and we don't actually bank with them anymore. We have organised a repayment plan thru CCCS for all our creditors, First Direct are the only ones who are threatening to take us to a Debt Recovery Agency for the monies we owe them. We are determined to do this right and pay off what we owe but FD seem determined to make life as difficult for us as possible. Incidentally, I had banked with them for almost 20 years.
| Posted by Nick on the 7th January 2010 | |
I was persuaded to apply for a small remortgage by the First Direct bank, who I have banked with for over 13 years. My Experian credit rating is 999 and I have had no issues with any debt. My wife is in the same position. At the same time realising the convenience it would be for us, I decided to add on my wife's name to my account with the intentions of paying her pension into our joint account and consolidating all our savings [cash bonds held to the tune of almost £100,000, currently with Barclays] in the near future to within First Direct [my pension of £14500; her pension of £14000 plus my wages of £25200 plus £50000 yearly income from our care home business; plus evidence showing we had a substantial amount of money invested in another bank in bonds]. I was told that our income was more than sufficient for the small remortgage [£50,000] we sought. We had only £10500 outstanding mortgage on a property worth over £530000. We were attracted to the offer because there was no cost involved. However, after the completed forms were sent in, they decided to bomb us with the same silly questions via telephone and texts. By the 25th of November, 2009 I was quite fed up with their telephone /text harassment, that I asked them to stop processing the application and send me back my papers. As I felt their six calls/texts over the same issue reflected their inefficiency in handling the matter simply and without fuss for us. Then two days later, I received two letters addressed to me and my wife. The letters were enclosed with Experian Credit agency reference forms and said that our application was rejected because of information divulged by the agency. [Both of us are members of Experian online and checked our information, there is nothing adverse in there.] I then challenged the bank staff to how did they arrive at such decision when I had asked for my papers to be withdrawn. And what is this adverse information they claim. They cannot come up with any answers except to say they don't hold the information. If they don't hold the information, and experian has no adverse information, then who does? Is the First Direct bank misrepresenting information on us, which it really does not hold, and fobbing off with excuses after I asked for my application to be withdrawn? I feel strongly that on the 25th when I spoke to the individual and asked to withdraw my papers, after I lost my cool [and slammed the phone down] with their repeated calls over the same issue, when all the information was already in the papers; I feel the individual has interfered with my information and mischievously sat out the reasons without any basis whatsoever.
Can the banks wash their hands off by saying they have no access to the information held, if they don't have anything to substantiate with, they have no right to claim such. Today, I also received another two letters saying they reject the application to have my wife's name added to my account. Have they a right to do this without the ability to spell out any specific reason? They are again referring to the credit agency, but a check with the credit agency reveals there is no adverse history or reason for the claims being made by the bank. I have evidence to suggest that when I lost my anger with the person I spoke with, he went on to engineer such baseless excuses, based upon my race as well. I also have evidence to suggest the bank is acting racist, and has severely misrepresented without any basis whatsoever or facts. I am not satisfied in the manner the issue is being dealt. What right has the bank to suggest something adverse and misrepresent about me or my wife, without providing any evidence or specific. On the 25th evening when I spoke to the individual, I very clearly asked my application to be ceased and the papers returned to me. At no point, the individual referred to any credit agency checks have been made. Which indicates the excuse being given was thought of in the hindsight of my call and demand to stop the process. So, the excuse being given by the bank three days later in the letters to me and my wife, is unacceptable. I believe this action is racially tainted as well. I would have been perfectly happy, if the bank had returned my application saying, following your request not to proceed, we return the papersbecause that was exactly what should have happened after my request. This is another attempt at bullying customers who are not prepared to listen to the rubbish of these banks. I am considering taking the bank to the small claims court. Or are there any other steps I could take?
Can the banks wash their hands off by saying they have no access to the information held, if they don't have anything to substantiate with, they have no right to claim such. Today, I also received another two letters saying they reject the application to have my wife's name added to my account. Have they a right to do this without the ability to spell out any specific reason? They are again referring to the credit agency, but a check with the credit agency reveals there is no adverse history or reason for the claims being made by the bank. I have evidence to suggest that when I lost my anger with the person I spoke with, he went on to engineer such baseless excuses, based upon my race as well. I also have evidence to suggest the bank is acting racist, and has severely misrepresented without any basis whatsoever or facts. I am not satisfied in the manner the issue is being dealt. What right has the bank to suggest something adverse and misrepresent about me or my wife, without providing any evidence or specific. On the 25th evening when I spoke to the individual, I very clearly asked my application to be ceased and the papers returned to me. At no point, the individual referred to any credit agency checks have been made. Which indicates the excuse being given was thought of in the hindsight of my call and demand to stop the process. So, the excuse being given by the bank three days later in the letters to me and my wife, is unacceptable. I believe this action is racially tainted as well. I would have been perfectly happy, if the bank had returned my application saying, following your request not to proceed, we return the papersbecause that was exactly what should have happened after my request. This is another attempt at bullying customers who are not prepared to listen to the rubbish of these banks. I am considering taking the bank to the small claims court. Or are there any other steps I could take?
| Posted by GSD on the 30th November 2009 | |
They've stopped the last 4 legitimate transactions on my credit card. They must be mad. UK helpline no use - I just get all the anti-fraud stuff. Can't understand it - all 4 where with people I shopped from before :( I'll ditch First Direct when I can.
| Posted by Charlie D on the 21st October 2009 | |
First Direct are excellent - first class customer service, none of the awful overseas call centres, helpful friendly staff who speak the lingo. Highly recommended.
| Posted by First Direct Rock on the 5th October 2009 | |
I tried to open a Cash Isa with First Direct. There are 5 screens of questions, many of which are intrusive and of absolutely no relevance to the Cash Isa.
| Posted by M Daycott on the 4th October 2009 | |
Lots of problems with my credit card - unfriendly and unhelpful on the phone. Closed my account and moved to Lloyds.
| Posted by Sue Hedrath on the 14th September 2009 | |
Unhelpful bank. Glad I switched.
| Posted by Henry Winckelmann on the 22nd August 2009 | |
I have been with First Direct for 9 years and always been very happy with their service and their call center staff are a rarity in that they are friendly, prompt and helpful. However I have had some incidences recently that have displayed a deeper level of arrogance towards their customers and their definitely seems to have been a shift from caring about customer retention to sweeping through and digging for 'bigger users'. I am now looking around for a new bank.
| Posted by Thomas on the 28th July 2009 |  |
Charged me £42.50 for £15 overdraft.
| Posted by Tel on the 24th July 2009 | |
I used to be with First Direct but I started having problems with them about a year ago. They levied some charges and when I queried them they threatened to close my account. I used their complaints procedure to get more information and then got a letter terminating my account in 30 days.
I couldn't believe it - I had been with them 9 years and had never had problems. They have a new CEO and I heard from a friend who works for another bank that they had been cutting staff and moral was really bad. They've been really shabby. I'm with Barclays now and couldn't be happier.
I couldn't believe it - I had been with them 9 years and had never had problems. They have a new CEO and I heard from a friend who works for another bank that they had been cutting staff and moral was really bad. They've been really shabby. I'm with Barclays now and couldn't be happier.
| Posted by Charlie on the 15th July 2009 | |
I have been with First Direct for around 17 years. Before that I had an account with Midland Bank for 10 years. I have recommended First Direct to many friends over the years. Recently I went overdrawn on one of my accounts and over a period of 4 months was hit for £500 in overdraft charges. Suddenly the staff seemed less than helpful. I was referred to a few people and had the same unhelpful reply. I never paid much attention to the court case about unfair bank charges until now. I went from a loyal customer to someone who wants to expose this scandalous behaviour. I will be writing to the chairman very soon and also to the head of customer services to lodge a complaint. If justice is served then the court will rule against this gross mis-conduct of the banking system. I am not sure if First Direct is any better or worst than other UK banks but I would love to find out.
| Posted by Steve Nobel on the 25th February 2009 | |
I have been with First Direct since they 1st started, and I have nothing but praise for the efficient, competent staff they employ and impeccable way in which they conduct their business. Simple, hassle free and a pleasure to deal with.
| Posted by sally scott on the 7th October 2008 | |
Always classed FD as a fair bank who valued customer loyalty. Then they started offering preferential savings rates for new customers especially on ISA's. Existing ISA customers are stuck on the old interest rates, complained but got nowhere.
| Posted by KGR on the 25th September 2008 | |
I've been with First Direct since it began and have always found them to be absolutely spot on. Well done for employing human telephone operators (as opposed to robots). They have always been really pleasant and helpful without being too pushy or sales orientated. Top marks.
| Posted by Pam on the 28th May 2008 | |
I have been banking with First Direct for a long time now, over 10 years.
In all this time I have found them to be both fair and equitable and also very helpful.
Their telephone banking is by the best I have ever used. Calls answered in a timely manner, speak to a person and 9/10 times that person can deal with any query.
My only recent concern is, similar to other banks, if you don't pay in a regular amount you get charged for your account. Couple that with no interest earnt on your current account and it isn't the best move made by First Direct.
In all this time I have found them to be both fair and equitable and also very helpful.
Their telephone banking is by the best I have ever used. Calls answered in a timely manner, speak to a person and 9/10 times that person can deal with any query.
My only recent concern is, similar to other banks, if you don't pay in a regular amount you get charged for your account. Couple that with no interest earnt on your current account and it isn't the best move made by First Direct.
| Posted by Stuart Smith on the 27th May 2008 |  |
I always imagined FD to be a fair and honest bank, until recently. They no longer seem to value loyalty, proffering instead to give new customers far better rates (offset mortgage) than existing customers. Time to move on I suppose.
| Posted by Shaun Holbrook on the 3rd February 2008 | |
I have been with FD for about 5 years and have found them to be very helpful. Their Internet Banking & IB Plus is very good. All of their rates are usually set out quite clearly, so for the Bonus Savings account mentioned by Mr Fryer, they clearly state that a bonus is given every month if the amount in the account is > £3000. However, with all banks I do get a bit naffed off with the charges for phoning up. They all seem to be 0845 numbers which cost a lot of money.
| Posted by N Ridgway on the 24th January 2008 | |
I have been with First Direct since it began, it has pioneered banking by being accessible all the time and has many mediums to communicate. All this before any others, in all this time i have had no real problems at all and have recommended to others whole heartedly and without reservation. I have a mortgage also and the ease of transferal is unbelievable. Top Notch!
| Posted by Edward Reynolds on the 21st December 2007 | |
I have been with First Direct for 13 years. I agree, if you need to go any further than the helpful initial customer service staff it is painful. I payed in 2 cheques for over £3000 and a week later they still have not appeared. The cheques were credited to my account and then removed and here I am 5 days later being told they have been lost!? I am in the process of moving my account away from First Direct. Also, their E-savings account is slow to put up the interest rates, I waited at least a month every time before they put their interest rate up after the Bank of England put the base rate up. Needless to say I've already moved my savings.
| Posted by Graham on the 27th September 2007 | |
We have been with First Direct for 11 years. Up to around 18 months ago I found the Bank very good and recommended the services to many people. Of late the service has severely deteriorated. While basic level staff remain pleasant and as helpful as they are permitted to be when it is required that you need to deal with a "supervisor" or "manager" they are intrusive, ineffective, haughty and on occasions downright offensive. We have two joint accounts with First Direct and back in November with no authorisation whatever my name was removed from both accounts leaving only my Wife as named. When I complained of this gross error the "manager" came up with just about every feeble excuse that could be thought of. He wriggled like a fish on the line. Although their error is now resolved I still await any kind of formal apology [!]. Needless to say I shall be forwarding my complaint to FSA and changing my Bank just as soon as it can be arranged.
| Posted by Keith Tuohy on the 5th June 2007 | |
Wicked bank, been with since 2001, never on hold when I call their call centre, generally so good that I don't have to think about it at all. Would be nice if they were a bit more competitive though. Internet banking works well.
| Posted by Ed Gain on the 21st February 2007 | |
I had my savings in a FD account paying monthly interest plus a bonus if the funds were untouched for a full month. After a while I noticed I wasn't receiving any interest at all. When I inquired I was told that this particulat account only paid interest on values of £3k and above and I was a few pounds under. When asked why I wasn't informed I was told quite curtly that they cannot be expected to monitor every account! Hence I no longer bank my savings with FD.
| Posted by Ken Fryer on the 13th November 2006 | |
