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Mobile banking increases despite home lockdowns

Over the course of the last 12 months, online banking usage among first direct customers has declined 21% compared to mobile banking.

While nearly 98% of all transactions made by first direct customers are digital, nearly five times more transfers and payments now take place using the app (82% of payments) compared to online banking (18%).

And over 87% of balance enquiries are now made using the fd app, as opposed to 13% through online banking.

Chris Pitt, CEO of first direct, said: “In the last year we’ve seen a shift in how people are banking, and we’re now much more mobile. Customers expect a safe and secure digital service backed up amazing people 24/7, and banking on the go is now the default option for many.”

10 years of banking in the palm of your hand

This week marks 10 years since first direct launched the UK’s first mobile app to enable customers to make payments direct to third parties.

Times have changed – as shown in our original advert from the time – and back in 2011 mobile banking was still in its infancy.

Today, the fd banking app is rated 5* in the App Store, and with 12.5 million logons a month, it’s now easily our most used customer channel.

Chris Pitt added: “We think now in weeks and months rather than decades as we introduce innovative – and most importantly – useful features that enable people to do what they need to do and get on with their lives.”

The fd app currently allows customers to:

  • View balances and the last 20 transactions
  • Make transfers between your first direct accounts
  • Make payments to other people and organisations.
  • Pay in cheques (daily limits apply)
  • Freeze & order replacement cards
  • Apply for Loans, Credit Cards & Regular Saver and Cash ISA accounts


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, Instagram, and Twitter.