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Our latest updates following announcements impacting the economy

We know it can be tricky to understand what the latest announcement could mean for you, so we're helping you stay up-to-date.

How can we help you today?

Report Fraud


If you think you've been the victim of any scam, or you’ve noticed any suspicious activity on your account, it's important to call us immediately.


How to report > 

What other people are asking

Still can’t find the help you need?

Chat with us online


Existing Customers


New to first direct

  • Chat with us through Live Chat.
  • Tweet us @firstdirecthelp (Twitter is public and can be seen by anyone, so please don’t send any personal or account details this way.)

Contact us by telephone

If an online card payment has been declined, it's likely the retailer isn't set up yet in line with new standards under payment services regulations to help protect you from fraud.

Please contact the online retailer first, to work out if they have another way for you to pay.

Read more about confirming online card payments

So we can help you get through to us as quickly as possible, please select the relevant section below to find contact information.

Opening hours

Need to know more about our opening times for specific departments?

See our opening times

Call charges explained

If you have any inclusive minutes packages and minutes left to use, you may be able to make calls to us free of charge. If not, calls to 03 456 numbers are charged at the same rate as a standard '01' or '02' geographic number, even when calling from a mobile.

If you are unsure how much your call will cost, we recommend you contact your phone service provider.

Find your nearest HSBC branch

first direct customers can visit any HSBC branch to pay in and withdraw money, deposit cheques and carry out a few other handy transactions.

Service updates

See how our services are performing.

Service updates information


We know that from time to time things don't always go according to plan. If you would like to make a complaint, please have a look which is the best route for you.

Guide to our complaints process

Write to us


first direct

40 Wakefield Road


LS98 1FD

Payment Protection Insurance

You can find out more about contacting us regarding PPI complaints.