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Help with banking over the phone

No automation, get straight through to a human

Since the early days of first direct, we’ve always done things a little differently. As the original pioneers of phone banking, we’ve always offered our customers new, cutting-edge ways to manage your money. And as we’ve grown, we’ve continued to evolve with the times and the tech. We’re now a digital-first bank, with our Mobile App and Online Banking backed by our award-winning customer service. So if you should ever need us, our amazing 24/7 team is still just a phone call away.

Show the section Voice ID security

What is Voice ID security?

We'd recognise that voice anywhere

Voice ID is a voice verification tool. It will recognise and remember your voice when you call us, making banking with us even easier.

What do I do?

Here's the good bit - you don't have to do anything. You can carry on banking in the same way that you would do normally, if you need to call us for anything, Voice ID will work away in the background.

Are my details secure?

Our Phone Banking service is already very secure, and has been ever since we launched in 1989, but when new technology emerges that will make things even more secure, and better for customers, we'll adopt it.

Unlike a password, your digital voice 'print' can't be written down or guessed by others. This is bad news for fraudsters, but great news for you because it gives you even greater confidence that nobody else can access your banking details.

How does it work?

When you call us, we'll ask if it's ok to record your voice. If you agree, we'll get started. (If you don't, no problem, we won't apply it to your account).

On that first call, everything will be just the same. You'll go through the same security questions that you're used to. And, during the conversation our clever systems will analyse your voice. Then, the next time you call, it will double check everything. And if you're happy and we're happy, it's good to go.

From then on, whenever you call... our systems will be working in the background to confirm it's actually you. Simple as that.

Show the section Voice ID FAQs

Everything you need to know about Voice ID

How does Voice ID work?

Here's the technical bit - when you speak, the system measures how you use your lips, mouth, vocal tract and diaphragm - as well as behavioural things like speed of speech, pronunciation and your accent. It measures about 140 different things that, all together, are totally unique to you. It does all this in around two seconds, and lets us know that it's definitely you.

We don't take an actual recording of your voice - instead, we take a digital 'print' of what's going on when you talk, and we attach that print to your account, so it's there whenever you call us.

Do I have to say anything specific?

Do I have to talk to a machine?

What if I don't want Voice ID applied to my account?

Will I still need to remember and provide my existing security questions?

What if the Voice ID system doesn't recognise me or can't hear me properly?

What if I have a cold or a sore throat?

Even if you have a cold or a sore throat, the way that you generate speech is still the same, so we'll still be able to verify you using Voice ID. It might be tricky if your voice is severely changed for medical reasons, but we'll still be able to verify you another way.

What if I have a disability affecting my voice?

If you have a disability that affects your voice, you can opt out of Voice ID and we can still continue to verify you on the phone in our usual way. If you're completely unable to use your voice, either temporarily or long-term, please contact us in our App. Go to 'Help' and select 'Chat now', or select 'Message us' in Online Banking. You can also contact us by post.

I rely on a text-phone system, how will Voice ID work for me?

Can I use Voice ID if I live overseas?

Will Voice ID apply to all areas of first direct?

Where will my voice print be stored?

What about if my voice changes with age?

What if I'm a carer or hold power of attorney for another customer?

The process for carers and people who hold Power of Attorney will stay the same as it is now. If you're a first direct customer already, we'll verify you using Voice ID which will give you access to your accounts and any others you're authorised to manage. If you're not a first direct customer but would like to access accounts you hold Power of Attorney on via our phone banking, please give us a call on 03 456 100 100 and we'll be happy to help.

The numbers you need

Existing Customers

Telephone: 03 456 100 100

International calls

Telephone: +44 113 234 5678