How to File a Formal Complaint Against First Direct Bank Online

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How to File First Direct Complaints the Easy Way

First Direct bank is one of the primary retail banks under HSBC bank in the United Kingdom. As with many banks, you may have complaints about some services, such as how to register for mobile and online banking. As their customer, you must file a first direct complaint if you experience any issues.

However, you may encounter delayed responses when making a complaint by yourself. It would be best if you didn't despair because DoNotPay offers an easier and less time-consuming process to file your . In addition, it can also help you file Tesco, BBC, Virgin Media, Royal Mail, and British Gas complaints.

How to Contact First Direct to Make a Complaint

In the current financial markets, you may experience service issues when dealing with banks. has the following mediums to file your complaints.

How to Reach First Direct's Customer Support
Domestic Phone Number03 450 511 378 or (03 456 100 147 text-phone)
International Phone Number+44 113 234 5678
Online Contact FormFirst Direct Online Complaint Form

By Telephone

The first method you can use to contact First Direct is by telephone. However, First Direct's Customer Relations staff are available between 8 am and 8 pm Monday through Friday, and 9 am and 4.30 pm on Saturday.


If you are an existing online banking customer, you may contact the bank to file a complaint using the following online methods:

  1. 'Message Us' option in the bottom right corner of Online Banking.
  2. The 'Send us a message' option in the Question mark (?) section of your App.
  3. Complete the online form if you don't presently use First Direct's Online Banking service or if you do not bank with them.

The bank's customer support is available Monday through Friday, from 8 am to 8 pm, and Saturday, from 9 am to 4.30 pm.

By Writing

You can write a formal letter that addresses your complaints. If you use this process, send it to Customer Relations, first direct, 40 Wakefield Road, Leeds LS98 1FD.

How Long Will First Direct Take to Respond?

If you file a complaint with the bank via a phone call, they will attempt to address the issue as soon as possible. Moreover, First Direct's goal is to respond to all payment service-related complaints within 15 calendar days. Exceptional circumstances beyond their control may result in a delay of up to 35 calendar days.

If your issue is unrelated to a payment service, they will respond within eight weeks. If the bank cannot react within eight weeks, they may provide you with an update. However, if the bank offers you a final response, and you are still unhappy with their definitive answer, you may use other alternative means to resolve the matter.

Alternative Ways to File a Complaint Against First Direct

There are further alternatives to consider if you cannot get a suitable answer from the bank or if you want to escalate your complaints.

ADR Schemes

Alternative dispute resolution (ADR) refers to out-of-court methods of settling issues between customers and merchants through arbitration or adjudication. Thus, you may use an ADR scheme to help you solve the dispute. It can be face-to-face, by telephone, or in writing.


An ombudsman is a person designated to investigate complaints about businesses and companies. Ombudsmen are neutral, independent, and free; therefore, they do not take sides. You may file a complaint with an ombudsman if you have previously filed a complaint with the financial institution and their complaint's system did not resolve your issue.

The ombudsman will evaluate information from both parties and determine the appropriate course of action. An inquiry by an ombudsman might be time-consuming, so you may have to wait a while for a conclusion. If the ombudsman determines that your complaint is valid, they will propose corrective measures to the organisation. For unresponsive complaints from First Direct, you can contact Financial Ombudsman Service within six months from the date of their final response.

Small Claims Court

You can use small claims as a last resort if you believe the bank hasn't solved your issue. However, before using a small claims court, you must establish that you have exhausted all other avenues for remedy. Moreover, small claims courts are highly unpredictable and may lead to unfavourable results for you.

DoNotPay Can Contact First Direct's Customer Service for You in an Instant

Sometimes retail banks may experience problems. For example, most First Direct customers may file complaints due to:

  1. Delayed payments or transactions.
  2. Fraudulent issues
  3. Secure key issues
  4. General bank inquiries

These issues may affect your daily schedule and cause delays for your projects or tasks. However, as you try to contact the bank, you may experience some delays, for example, due to long phone call queues. pay will figure it out for you and get the company immediately on your behalf, saving you time to do other activities.

Get Any Customer Service Issue Resolved With DoNotPay

DoNotPay can help you resolve First Direct complaints easily. In addition, it can help you solve the following issues.

What Else Can DoNotPay Do?

Helping you resolve a First Direct complaint easily is one of the many ways DoNotPay is resourceful.

It can also assist you with:

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