I called them once to rearrange my switch. Main CS person answered in less than one ring; but it took the Switch team 5-6 minutes to take over. Admittedly it was a Saturday and 10 minutes before the Switch team left for the day so can’t fault it really
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That sounds great, I waited about 40 mins to get through to Lloyds recently, so I can’t fault those response times from first direct either! 
I’m torn at the moment on whether to move my main account to fd. I’ve moved between Lloyds and Halifax the past few years and really like their apps, but am quite keen to return to fd. It’s just the fd app seems to be improving, but is still not quite up to LBG standards for me.
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Interesting, I didn’t even realise they had a customer-facing switch team!
When my application was referred in early 2021 and I had to phone up to switch, I did so very late on a weekend evening and seemed to speak to a general customer service advisor - who arranged the switch there and then without needing to put me through to anybody else.
Anyway, I haven’t spoken to them since but did keep the account for the regular saver (which I opened quite easily via the app).
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I just had to phone first direct and got through after one ring.
Quite impressive considering it’s the 1st of the month as well. Couldn’t fault them.
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I expect most people use the app but I’d be interested to hear views on first direct’s online banking offering.
I know a few years ago their previous design was very outdated. Now it appears more modern, but I’m not sure it compares well to the likes of Lloyds/Halifax. It might just be me, I don’t find it easy to identify the types of each transaction.
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It looks like it was designed as a concept thing in a serious of “screens” and then made into a real interface with little consideration of how interaction should work or how features should go together.
Overall, it doesn’t have that many features but those it does have seem to work OK. However, the design influence of an iPad app is clear and it feels a bit odd on a desktop computer.
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I see what you mean, it does look like an iPad app, which does seem strange on a laptop screen. It seems to lack basic features such as being able to identify the transaction type, e.g Debit Card, Contactless, Transfer etc.
It looks like the only way to see that information is to download a statement.
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They’ve had it for years but stopped offering it a while back
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I can confirm that they did have it for a long time, but they never advertised it very well.
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I’ve just signed up to First Direct on account of the customer service I’ve heard about for all these years after some horrendous encounters with Lloyds. (I have other accounts like Monzo but with Monzo it’s more for casual expenses for me)
Running an eligibility checker I was highly likely to get an overdraft. Signed up same details denied but they’ve opened the account. Seems strange - I’ve no defaults, no missed payments, no high card usage across 6 years, overdrafts of £300 with Lloyds & HSBC (never used) and i wanted to close the Lloyds one replacing with a FD overdraft - well can’t do that now.
And I received a welcome pack in the post that’s a huge wad of paper. Thought I might have had this over email instead - 0 emails so far.
Very strange. See what happens I guess
That is all very First Direct, I’m afraid. Not very 21st century yet.
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Possibly too much available credit which rings alarm bells to some creditors. Also, if you’re not using and haven’t used them, they don’t know how you’ll manage it so that’s also risk.
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The lack of email updates has always baffled me with first direct. For a company that prides itself on customer service, I would have thought they would recognise good communication is key. Something like an email acknowledgement of an application seems basic to me, and I find it surprising that they still aren’t doing that.
I presume it must be some kind of limitation of their systems, from what I’ve read HSBC don’t send email updates either.
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I called them.
Turns out according to them I didn’t request an overdraft, or a cheque book or a credit card.
I literally do not remember any of these questions being asked but I 100% remember a page at the end stating I wasn’t applicable for an overdraft “sorry we were unable to offer you”
When I inquired on the phone she stated it would be another hard search if I wanted one which I declined seems ridiculous, Halifax/Lloyds even HSBC didn’t do that in the past.
I didn’t really get the amazing friendly service either but respect everyone can have a hard day.
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Yeah HSBC/FD carry out hard searches for eligibility unlike most other banks which is old school annoying but it is what it is.
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That’s because First Direct still think (and to an extent their customer base) that it’s best to ring for everything or wait till the postie arrives.
How very “challenger”.
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Most people don’t endlessly fret about “hard searches”.
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Yes they do, and text messages. I got several emails and texts when I recently opened an HSBC account.
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Ah seems like it’s just fd then.
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