Your support needs

If you need a bit of extra help while using our services, please let us know. We'll make a note on your profile and make sure you receive the right support every time.

This won’t affect your credit score or your relationship with the bank. It's just so you don't have to explain your needs each time you contact us.

You can also change the information about your additional needs or ask us to remove it at any time, if your circumstances change. 

If you'd like a bit of extra support with your banking, the easiest way to let us know is through the first direct App. 

Follow these steps to notify us:

1. Open the App
2. Select the 3-line menu 
3. Scroll down to 'Preferences'
4. Select 'Your Support Needs'
5. Select all the options that apply to you.

These preferences will then be added to your account(s) to make sure you get the right support. You can change these preferences at any time, as well as letting us know if they are permanent or temporary.

If you don't have our App yet, read our guide on how to get started.

You can also request additional support through online banking or mobile chat, by completing our online form, or by calling us on 03 456 100 100.

To save you time, we've partnered with Experian to offer a free service that lets you share your needs with first direct and other organisations at the same time. So there’s no need to contact each organisation separately.

To find out more and use the service visit the Experian Support Hub.

If you need additional support due to your mental health, there's a lot we can do to make banking easier for you, including:

• support for managing debt or missed payments
• discuss your concerns in confidence with a money coach
• help on managing a budget and getting your finances back on track.

We can also recommend a number of trusted charities and organisations who may be able to offer more targeted support.