First Direct offers good customer service
August 22, 2007
The Internet banking arm of HSBC, one of the UK’s leading banks, has been under fire for a number of reasons recently. Like all other banks, First Direct has had to deal with thousands of claims from customers trying to reclaim their bank charges.
In addition to this the popular online bank has also hit the headlines after losing thousands of customers following the introduction of a £10 monthly charge on bank accounts where a certain level of income was not received.
However, the bank has also been praised recently for being one of the few remaining banks that does not expect customers to put up with frustrating automated phone systems and confusing foreign call centres. Customers with First Direct are able to call the national rate number and get through to a member of staff, who will then run through the various security checks to ensure that you are who you say you are. There are no numbers to press, no waiting around, and no trying to deal with someone in another country altogether.
One customer with First Direct stated: “Like all other banks in the UK First Direct has had its fair share of problems, and the bank is not perfect by any means – no bank is. However, I have been a customer with several leading UK banks over the past few years, and most have turned to automated phone systems which has meant being left hanging on the phone for ages and often getting through to the wrong person altogether. Being put through to a foreign call centre is particularly frustrating because the staff member and the customer often cannot even understand one another.”
She added: “Since I joined up with First Direct I have noticed a big difference in terms of dealing with staff. You can get through quickly and easily, and always get a member of staff in a local UK call centre. They are also polite and helpful, and it is great to not have to worry about waiting around and listening to robots.”
Alan Wright
22nd August 2007
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