Your communication needs

Our telephone agents are trained to offer support to customers with additional communication needs. 

If you do need to contact us, please tell us if there is something we can do to make it easier to communicate with us.

This might include: 

• asking us to slow down and speak more clearly
• letting us know if English isn’t your first language
• asking us to explain any written communication or bank statements you may have received

When you contact us, we'll regularly check in throughout the call to make sure you're getting all the support you need.

If receiving calls is not suitable for you, let us know and we'll get in touch via email, post or text message. Whatever works best for you.

If you have additional or complex needs, you can chat to a member of our Vulnerable Customer Support Team.

Simply type ‘Talk to Finn’ in the chat. You’ll then be asked to provide more information on why you’re getting in touch so that we can offer the right support. 

Our Vulnerable Customer Support Team is available from Monday to Friday between 8am and 10pm, and on Saturdays and Sundays between 8am and 7pm.

If you are hard of hearing or have a speech impairment, first direct have teamed up with Relay UK Opens an overlay [Will show a security message first] and SignVideo Opens an overlay [Will show a security message first] to make communicating with us that little bit easier. 

If you'd like to contact us using a sign, call or text Relay, let us know and we'll make a note on your file to ensure our customer services team know what to expect. 

This service is free of charge and you can use it 24/7. You will speak with the Relay agent by text or sign and they will tell us what you have said.

Please note: to ensure we protect you and your information, we only use trusted services to communicate with you. This is why we are unable to take authority from independently sourced sign language interpreters.

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

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