First Direct review
Best Customer Service
Award-winning bank consistently rated top for customer service. Part of HSBC Group. £175 switch offer. Linked savings and competitive Regular Saver account.
Overview
First Direct has been voted the UK's best bank for customer service for over two decades. Part of the HSBC Group, it operates entirely by phone and online — no branches — and consistently achieves customer satisfaction scores that leave high street banks embarrassed.
Who Is First Direct Best For?
- Anyone who values customer service — real humans answer the phone, 24/7
- Those with £1,000+/month income — minimum pay-in requirement
- Switchers — £175 welcome bonus for switching via CASS
- Savers — Regular Saver at highly competitive rates
Key Features
| Feature |
Details |
| Monthly fee |
£0 |
| Minimum pay-in |
£1,000/month |
| Switching bonus |
£175 |
| Regular Saver |
Competitive rate (limited deposits) |
| Overdraft buffer |
£250 interest-free |
| 24/7 phone banking |
Yes — real people, not bots |
Use the Current Account Switch Service (CASS) to switch to First Direct and receive £175. The switch is guaranteed in 7 working days, with all Direct Debits, standing orders, and salary redirected automatically. It is the highest cash switching bonus regularly available.
The Customer Service Difference
First Direct's phone service is legendary:
- 24/7 availability — call at 3am and a human answers
- Average wait time — typically under 60 seconds
- UK-based call centres — Sheffield and Hamilton
- No phone trees — speak to someone immediately
- Staff empowered to resolve issues — minimal transfers between departments
When your card is compromised at 11pm on a Saturday, or you need an emergency payment processed, First Direct answers the phone. This reliability is something you cannot put a price on until you need it.
The Regular Saver
First Direct offers a Regular Saver at one of the highest rates in the market — typically 6-7% on up to £300/month for 12 months. The catch is you must save a fixed amount each month and cannot withdraw without closing the account.
What First Direct Lacks
- No branches — entirely phone and online
- £1,000/month minimum — must deposit at least this monthly
- App not as modern — functional but not Monzo-level
- Limited cashback — no spending rewards
- HSBC infrastructure — occasionally affected by HSBC system issues
The Bottom Line
First Direct is the bank for people who value service above everything else. The switching bonus is generous, the Regular Saver rate is excellent, and the 24/7 human phone support is unmatched. If you do not need branches and earn £1,000+/month, it is an outstanding choice.
Pros
- Consistently top-rated customer service
- Regular Saver at competitive rates
- £175 switching bonus
- HSBC Group backing and FSCS
- Free overdraft buffer
Cons
- Requires £1,000/month minimum pay-in
- No branches (phone/online only)
- App not as slick as neobanks
- Limited cashback features