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first direct ranked #1 for overall service quality in latest CMA rankings

first direct has been confirmed as #1 in two categories in new service quality survey

For immediate release on 17 February 2020

first direct has once again been ranked top for overall service quality according to the latest survey of Core Service Quality Indicators (CSQIs) from the Competition and Markets Authority (CMA).

The bank has also placed highest for its overdraft services, and is joint second for its online and mobile banking services.

Launched in 2018, the CMA developed four CSQIs with the aim of providing consumers with independent and objective information on the comparative service quality of Great Britain’s 16 largest personal current account providers.

There have now been four CSQI surveys and it is the third time first direct has been ranked top for overall service quality.

Commenting, Joe Gordon, Head of first direct, said: “We’re delighted to be recognised for providing the highest standards of customer service in current accounts (overall service quality, and overdrafts. When it comes to making decisions about banking services we believe service quality is just as important as price for consumers.

“Over the last 30 years first direct has consistently pioneered the highest levels of customer service through everything we do and we’ll keep raising the bar on this every 24/7/365.”

•             first direct increased its percentage score for Current Account Provider (overall service quality) – with 83% (up from 82%)

•             first direct held onto the #1 ranking for Overdraft Services with a score of 74%

•             first direct is in joint second place for Online and Mobile Services with 83% (alongside Barclays, behind Metro Bank (85%).


For further information please email Ben Marquand at ben.marquand@firstdirect.com or call 0113 2766700.

Notes to Editors:

About first direct

first direct provides mobile banking, online and telephone services to its 1.5m customers and offers a full range of personal banking products including its multi-award winning current account and mortgages. It’s been recognised as being a pioneer of amazing customer service by numerous independent third parties including The Competition and Markets Authority, Which?, Moneywise, Moneyfacts and Moneysavingexpert.com. As well as its Facebook page, first direct uses social media to engage with customers through LinkedIn, YouTube and Twitter.