Press releases

Following the successful launch of Mobile Chat in 2020, first direct’s chatbot – ‘Dot the Bot’ – has rapidly caught up with its human co-workers in terms of positive customer feedback.

first direct is the #1 company in the UK for delivering high quality customer service, according to The Institute of Customer Service.

Mobile banking increases despite home lockdowns

Research from first direct bank has identified the six common attitudinal groups we all fall into when it comes to how we think, feel, and behave with our money.

Almost 90% of UK adults are now using technology more than they were before the global pandemic, according to a survey* by first direct.

HSBC to align its portfolio of financed emissions to the Paris Agreement goal to achieve net zero by 2050. HSBC to target net zero in operations and supply chain by 2030

first direct has launched its latest ‘Money Wellness Index’, revealing the state of the nation’s emotional relationship with money and our wider financial wellbeing since the onset of the global pandemic.

first direct has appointed Chris Pitt as Chief Executive (CEO), with effect from 1 October. Chris is currently Head of Marketing, HSBC UK.

first direct has selected Mastercard as its partner for its debit card portfolio. Customers will begin to receive cards from the end of this year, as part of a multi-year agreement.

HSBC UK and first direct have launched Apple Business Chat, adding to their support services for customers and to help with the increased demand on branches and telephone services during the coronavirus outbreak.

Over the last few weeks, first direct has been reaching out to thousands of customers who – due to the official guidance around isolation – may be feeling vulnerable, in order to see how they are coping.

first direct has announced a package of support for customers as they tackle the financial impact of Covid-19.

To mark the end of LGBT history month on Friday 28 February, first direct in Hamilton held its annual ‘Purple Friday’ event. Purple Friday is a national event held by charity LGBT Youth Scotland in order to raise both awareness and funds.

An in-depth new study analysing the health of the nation’s relationship with money finds the UK experiencing low levels of money wellness. The new Money Wellness Index, created by first direct in partnership with YouGov is the first study to explore the current state of the nation’s relationship with money. It aims to measure and track ‘money wellness’ over time, providing insight into the factors impacting how we feel about money, and as a consequence improving this relationship.

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).

Westlife are no strangers to passing significant landmarks and they have now helped the first direct arena achieve another as the SMG managed venue welcomed its 3 millionth customer through the doors. Kian, Nicky, Mark...

‘Upfront and Personal: Leveraging data to deliver a genuinely personalized omnichannel experience?’ is a research report published by The Institute of Customer Service and co-sponsored first direct.

More than half will always return at least one of those extra items Millennials are at the forefront of a new ‘spend & return’ culture created by the widespread availability of free delivery and returns in online shopping, according to a survey by first direct. Almost two thirds (63%) of millennials are now shopping online at least once a week..

first direct is giving customers a co-creation platform within its app, enabling them to become directly involved in developing new products and services. fdesign Mobile means first direct can share updates with ‘fdesigners’ in a continuous two-way conversation; reviewing the feedback they provide, and making decisions based on what they think and feel.

After almost a decade of partnership with Northern Ballet, first direct bank has announced it’s increasing its commitment and becoming National Stage & Screen Sponsor, supporting the company as it brings its world-class productions to a wider, more diverse audience.

first direct customers are now able to make secure peer-to-peer payments seamlessly while using social media apps such as WhatsApp and Facebook Messenger. In another first for UK banking, customers can now use the in...

first direct has been voted the #1 company in the UK for delivering high quality customer service, according to The Institute of Customer Service. In the latest UK Customer Satisfaction Index, published today, first direct is the most highly rated organisation for customer satisfaction – across all sectors and industries.

According to the respected KPMG Nunwood UK Customer Experience Excellence Centre Analysis, first direct has been voted the UK’s best brand for customer experience in 2018. Based on interviews with over 10,000 UK consumers, more than 300 brands were evaluated, across 10 different sectors.

Mobile banking is now the number one channel of choice for first direct customers. More first direct customers are using the app on their smartphone rather than their computer to manage their current accounts. The switchover took place in August and was confirmed in September’s figures. On average...

first direct has launched a new offer for existing customers who open a Credit Card or Gold Card. Customers will receive a free night for two at boutique getaway on top of the existing interest free periods on either balance transfers or purchases, depending on the card.* Nick Harrison, Commercial Director at first direct...

first direct has seen a significant increase in the rise of overseas contactless transactions made by UK customers this summer, as the rest of the world catches up with the contactless revolution

As the National Tour Sponsor of Northern Ballet, first direct has committed to helping keep the Leeds-based Company’s three lorries on the road over the next year as they travel the length and breadth of the UK. The Northern Ballet is the UK’s widest touring ballet company, performing a combination of full...

According to data collected in an independent consumer survey required by the Competition and Markets Authority (CMA), first direct customers would recommend the bank for its personal current accounts.

first direct bank is thrilled to be the official platinum partner of the 12th Leeds LGBT Pride celebrations on Sunday 5 August. For 28 years first direct has been part of the community in Leeds, working with a bunch of open-minded, creative people to create a bank like no other. We’ve been a proud supporter of Leeds Pride for three years now...

One third don’t take any foreign currency abroad Almost two thirds of the 6.5m Brits who will head off on holidays abroad over the next month are worried about not having enough spending money, according to new research. Researchers for first direct bank found that 63% of UK holidaymakers say their biggest worry is not having enough cash to spend.