Customer service that dazzles

Whether you need a hand with everyday banking, paying a bill, or there's a transaction you're querying, we've got it covered. We pride ourselves on being there for our customers when you need it, which is why we've built up an impressive reputation for our customer service. Thanks to our outstanding levels of service, we've beaten brands from all kinds of industries over the years to scoop up a trophy or two. 

It might sound like we're boasting but we really do have heaps of incredible, passionate members of staff on hand to help you. Every single one of our call centre representatives goes on a rigorous training course before they get started to make sure they can give you the level of service you deserve. From questioning potentially fraudulent transactions to getting you back into your account when you've forgotten your password.

We get it, sometimes you just want to get an answer fast. Whether you're concerned about a scam, think you may have been a victim of fraud or have a question about your mortgage payment, we're on hand 365 days a year.

We're here for you day or night with our 24/7 call centre if you want to speak to someone over the phone.

If you prefer to connect with us digitally our chatbot is always here to help. 

After all, helping our customers is what we do best. Use our chatbot on your App or log in via Online Banking and select 'Message us'.

We've been there for our customers for over 30 years now so it's only natural we've picked up a few trophies along the way. From number 1 for Customer Service, to Best Mortgage Provider and Most Recommended Current Account to Online Banking Provider of the Year, our accolades over the years mean we might need a bigger cabinet.

We've scooped the UKCSI Best Customer Service Award for 2025 which means first direct is not only the best bank for customer service, but the best brand for customer satisfaction out of 267 companies – across 13 different sectors and industries.

We scored an amazing 85.1 (out of 100), sitting well above the national average of 76.8, and the average for banks and building societies of 78.3.

If you already bank with us, the easiest way to chat is through our App. Don't have our App yet? You can still chat to us by logging in to Online Banking and selecting 'Message us'.

Or, you can give us a call. Find all the details you might need by visiting our contact us page.