First Direct

Personal accounts


  • New enquiries 0800 242 424
  •  Existing customers 08456 100 100
  • Automated service- NO-actually speak to real person straight away!
  • Calling from abroad- +44 (0)1113 2345678
  • UK call centre- YES
  • Facebook: YES
  • Lost/stolen cards- 08456 100 100/ +44 (0)113 2345678


  • HSBC is parent company.

Charges/fees for basic current account-(not including interest  charged or specialist rates)

  • Minimum monthly funding charge- £10 per month unless £1500.00 paid into account or balance of £1500.00 reduced to £1000.00 on 1st May 2013
  • Informal overdrafts- £25 per day- waivers- fees are waived if- it’s 1st time in 6 months account has been over agreed limits or it is £10 or less or if debited arrangement fees cause your account to go overdrawn or further overdrawn
  • Return fees- up to £25 per transaction
  • Complaint resolution procedure-Not specified online- Recommended to speak to advisor on telephone- not specified if a customer gets a personal handler assigned to more complex problems
  • Customer service charter- Not as such- do have service guarantee
  • Customer satisfaction published? No- but do have some statistics online comparing recommendations and have received awards for customer service

Complaints recorded with FCA 1st July 2012- 31st December 2012- 64050 (includes HSBC parent company) 64050, 87% closed within 8 weeks, 30% upheld (won) by compalinee.

  • Average time to switch account 7 days
  • Set up of new current account- 5-7 working days
  • Incentives for existing customers- None we could find

Credit cards, Mortgages & Savings-

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