Contact us

What other people are asking

What do I do if I’ve forgotten my first direct username?

Can’t log on? Don’t worry, you can recover your username via our Online Banking in a few simple steps.

From the Online Banking ‘Log on’ screen, select ‘Forgotten your username?’
Choose either sort code and account number, or credit card number, to confirm you are you and enter the details.
Your username will be shown on screen.

Why has my online card payment been declined?

Can I use my Physical Secure Key with the App?

No. We're upgrading our security systems and as part of that, you'll no longer be able to use a Physical Secure Key with our App. If you currently use a Physical Secure Key to access our App, we'll soon ask you to upgrade to a Digital Secure Key.

If you want to keep using your Physical Secure Key to log on to Online Banking, you can. But you won't be able to use it with our App.

How do I switch my App to a new phone?

What do the messages in the App mean when setting up a new payee?

How do I update my personal details?

How do I dispute a debit or credit card transaction?

You can call us on 03456 100 175.

Timescales to raise a dispute are 15 days for Visa Credit Card transactions and between 15 and 30 days for Mastercard® Debit Card transactions.

The Disputes Team are available 8am-8pm Monday to Friday, 8am-7pm Saturday, and 10am-6pm Sunday.

Still can't find the help you need?

Chat with us online

Existing customers

Chat with us in the App

Chat with us in Online Banking

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

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

Lost, stolen or damaged cards

You can temporarily freeze your cards or report them lost or stolen in the App:

Logon to our App.
Go to the menu.
Choose ’Cards’.
Select the card you want to freeze or that’s lost/stolen.
Tap the ‘Freeze card’ button or choose ‘Report, Lost, stolen or damaged’ from the list.
Follow the instructions.

More about freezing your card >

Lost or stolen FAQS >

If you don’t have our App, you can call us on 03 456 100 100 to report your card as lost, stolen or damaged.

Bank Accounts and General Banking enquiries

General Banking enquiries

There are different ways to contact us 24/7, once you are a customer. Send us a message via the help section of our App or by using ‘Message us’ in Online Banking.

Existing customers

call 03 456 100 100

Lines are open 24/7.

New to first direct

call 03 456 00 24 24

Lines are open 8am to 8pm Monday to Friday, 9am to 6pm Saturday and 10am to 6pm Sunday.

Mortgages

If you want to:

Move house, remortgage, discuss rates or borrow more

New to first direct - call 0800 48 24 48

Existing customers - call 03 456 100 103

Mon to Fri 8am to 8pm, Sat 8am to 6pm and Sun 9am to 6pm.

If you have:

Completion questions, payment changes, statement requests, or to pay off your mortgage

Call 03 456 100 198

Mon to Fri 8am to 8pm, Sat 8am to 6pm and Sun 9am to 6pm.

Credit cards

Please see our Credit Cards pages for how to apply, rates, fees and repayment information.

To talk to us about our credit cards call 03 456 100 199.

Lines are open 8am to 10pm Monday to Thursday, 8am to 9pm Friday, 8am to 8pm Saturday and 9am to 8pm Sunday.

Savings

Existing customers

You can call us about your Savings Account on: 03 455 873 967.

Lines are open 8am to 10pm Monday to Thursday, 8am to 9pm Friday, 8am to 8pm Saturday and 9am-8pm Sunday.

New to first direct

Please see our Savings section for our different accounts and how to apply.

Calling from outside the UK

Money Worries

If you are a first direct customer and are at all worried about your finances, our Credit Services Team are ready and waiting to talk to you on 03 456 100 188. Or you may find helpful advice on our financial management page.

Lines are open Mon to Fri 8am to 6pm and Sat 8am to 4pm.

Next Generation Text Services (NGTS)

This is a national service that helps people with hearing loss access the telephone system without the need for specialist equipment. To use it, just choose one of the options below and you’ll be connected to an assistant who can relay your conversation for you.

You can contact them by:

downloading the App from the NGTS website Opens an overlay [Will show a security message first]
calling them on 18001 03456 002 423.
Once it’s set up, you can add the 18001 prefix to any direct phone number to contact us with the help of the text relay service.

Video relay Service

Bereavement Support Team

To notify us of a death and for all other queries, including guidance on probate, contact our Bereavement Support Team:

From the UK call 0113 276 6669

From the Channel Islands, Isle of Man and abroad call +44 113 234 5678

The Bereavement Support Team are available 8am-10pm Monday to Friday, and 8am-7pm Saturday and Sunday.

First Directory

Worldwide Travel Insurance with Aviva

24 hour emergency assistance helpline:

From the UK: 08000 517 464

From abroad: +44 (0)1603 605 128

Motor Breakdown Assistance with the RAC

If you need this cover call:

0800 046 8311

+44 1603 606 385

Mobile Phone Insurance with Aviva

Claims and policy helpline:

0800 046 8310

+44 1603 606 382

Customer Care Support Team

To let us know about a vulnerability or to find out how we can help with vulnerabilities, contact our dedicated Customer Care Support Team.

Call us on 03450 307 246.

The Customer Care Support Team are available 8am-10pm Monday to Friday, and 8am-7pm Saturday and Sunday.

first direct Money Coach Team

If you’re experiencing financial stress, our dedicated Money Coach Team can help you review your finances. They’ll look at your incomings and outgoings, which may help you save money.

Call us on 03455 873 951.

The Money Coach Team are available 9am-5.30pm Monday to Sunday.

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 a cheque. Cash can be paid in over the counter at any Full Service Branch, Cash Service Branch or Banking Hubs.

You can also withdraw cash at an ATM or over the counter free of charge. You'll need to arrange a withdrawal over the counter by calling us on 03 456 100 100.

Find your nearest HSBC branch >

Service updates

See how our services are performing

Service updates information >

Complaints

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

Guide to our complaints process >

Write to us at...

first direct

40 Wakefield Road

Leeds

LS98 1FD

Payment Protection Insurance (PPI)

Find out more about contacting us about PPI complaints

How can we help you today?

Making payments

I lost my card

Report fraud

Secure Key help