Part of our First Direct UK — Complete Guide 2026 hub.
First Direct consistently ranks as the UK’s top-rated bank for customer service — a distinction it has held for many years. Here’s how to contact First Direct, what makes their service genuinely different, and how to escalate a complaint if needed.
First Direct Contact Details
| Purpose | Number | Hours |
|---|---|---|
| All banking queries | 03 456 100 100 | 24/7, including bank holidays |
| Fraud / lost or stolen card | 03 456 100 100 | 24/7 |
| Calling from abroad | +44 113 234 5678 | 24/7 |
| Textphone (hearing impaired) | 03 456 100 147 | 24/7 |
03 numbers are charged at local rate and are included in most UK mobile contracts’ bundled minutes.
What Makes First Direct’s Customer Service Different
First Direct operates with no physical branches. This means the entire customer relationship is built around phone, app, and online banking — and First Direct has invested heavily in making that experience work.
Key features:
- Genuine 24/7 human telephone support — not automated systems or chatbots. A person answers at any time of day or night, including Christmas Day
- Short wait times — First Direct has consistently outperformed branch-based banks on call answer speed
- UK-based agents — all telephone banking is handled in the UK
- Which? Recommended Provider — First Direct has held this status for multiple consecutive years
- High Net Promoter Score — regularly 15–25 points above nearest high-street bank competitors
This level of service is particularly valuable in urgent situations — such as fraud at midnight, or needing to raise a transfer limit before a property completion.
Contacting First Direct via the App
The First Direct app includes a secure messaging function for non-urgent queries:
- Sign in to the app
- Tap Help or Get in touch
- Browse FAQs or select your query type
- Send a message — a customer service agent typically responds within a few hours during normal hours
In-app messaging is well-suited for: statement queries, direct debit questions, account information, and savings queries. For fraud, lost cards, or time-sensitive matters — always call.
First Direct Internet Banking Secure Message
You can also send a secure message via First Direct Internet Banking at firstdirect.com. Log in, navigate to Help or Contact us, and send a message which goes directly to the customer service team.
Reporting Fraud to First Direct
If your card is lost, stolen, or you spot suspicious transactions:
Step 1 — Freeze your card instantly in the First Direct app:
- Tap Manage card → Freeze card — immediate and reversible
Step 2 — Call 03 456 100 100 — the fraud team is available 24/7 and will guide you through the next steps
Step 3 — Change your Internet Banking password and any related passwords as soon as you are safe to do so
Fraud Reimbursement Rights
Under the Payment Systems Regulator (PSR) rules effective from October 2024, First Direct is required to reimburse most victims of authorised push payment (APP) fraud — where you were tricked into making a transfer. The sooner you report, the higher the recovery chance.
If you receive a call claiming to be from First Direct asking for your PIN, passcode, or full password — hang up immediately. Call 03 456 100 100 yourself using the number from the back of your card. First Direct will never ask for security credentials in this way.
Making a Formal Complaint to First Direct
Step 1 — Contact First Direct directly
Raise your complaint:
- By calling 03 456 100 100 (24/7)
- Via in-app secure message
- In writing to: First Direct, 40 Wakefield Road, Leeds, LS98 1FD
Explain clearly what happened and what resolution you expect. First Direct acknowledges complaints quickly and aims to resolve most within days. They must provide a final response within 8 weeks of the complaint being raised.
Step 2 — Financial Ombudsman Service (FOS)
If First Direct’s final response doesn’t resolve the matter — or 8 weeks pass without resolution — you can refer the case at no cost to the Financial Ombudsman Service:
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567 (freephone from UK landlines and mobiles)
- FOS decisions are binding on First Direct
You must first give First Direct the opportunity to resolve the complaint before the FOS will accept it.