HSBC UK Bank plc (trading as first direct)

first direct is a telephone and internet bank that has operated in the UK since 1989. It was one of the first banks in the world to offer banking entirely by telephone, without any physical branches. Today it operates through telephone banking and an app.

first direct is a trading name of HSBC UK Bank plc, not a separate legal entity. This means it is fully part of HSBC UK and operates under the same banking licence. Products include current accounts, savings accounts, personal loans, mortgages, and credit cards.

The bank is consistently rated among the highest for customer satisfaction in the UK, regularly appearing at or near the top of independent customer satisfaction surveys. It is particularly well regarded for the quality of its customer service and the fact that calls are answered by people rather than automated systems.

Because first direct is part of HSBC UK Bank plc, the Financial Services Compensation Scheme limit of £85,000 applies across your combined deposits with both first direct and HSBC UK. If you hold savings with both, they are not protected separately — the limit is shared.

If you hold a product with first direct and need to contact them, their customer service is available by phone at 03 456 100 100, 24 hours a day. Their website is firstdirect.com. first direct does not have physical branches, so all contact is by phone, online, or through the app.

If you are struggling with debt on a first direct product, free help is available from StepChange on 0800 138 1111 or from National Debtline on 0808 808 4000. You do not need to pay for debt advice.