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.

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?

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.

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.

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