Also known as: first direct
first direct is a telephone and digital banking brand operating as a trading name of HSBC UK Bank plc. Launched in 1989, it was the UK's first telephone bank. Consistently rated among the UK's top banks for customer service. No physical branches — all banking conducted by telephone, online, and mobile app. THIS IS A TRADING NAME RECORD: the legal entity is HSBC UK Bank plc (Companies House 09928412, FRN 765112).
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Personal current accounts (1st Account); savings accounts; mortgages; personal loans; credit cards; ISAs; investment accounts; telephone and online banking; 24/7 UK-based customer service
Trading names and group notes
TRADING NAME RECORD: first direct is not a separate legal entity. Legal entity: HSBC UK Bank plc (09928412, FRN 765112). FSCS protection (£85,000 limit) is shared between HSBC UK and first direct — the limit applies to the combined balance across both brands as they are the same legal entity. FCA clone firm warning issued for thefirstdirect.com (fraudulent site — not the genuine first direct). Genuine website: www.firstdirect.com. 97% of customers surveyed in 2026 said they would recommend first direct.Review scores are third-party public indicators only. They are not proof of FCA compliance, product quality, or suitability for your circumstances.
Trustpilot
4.5
38371 reviews
App Store
4.8
Google Play
4.7
Other review and social proof
Which? Recommended Provider 2026; Which? Customer Score: 85% (one of highest in UK banking); 97% of customers surveyed 2026 would recommend first direct; Smart Money People: 4.5/5; consistently a Which? award winner; FSCS protection shared with HSBC UK — £85,000 limit applies across combined HSBC UK + first direct balances
Overall public sentiment
Excellent. Consistently rated one of the UK's best banks for customer service. Trustpilot 4.5/5 (Excellent) with 38,371 reviews. Which? score of 85% places it near the top of UK banking. Customers praise 24/7 telephone support, knowledgeable staff, and app. Rare complaints relate to occasional wait times at peak periods.
Review sources
Source URLs
Date checked
2026-06-05
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