first direct | unitQ Score

Agree that while it works, it is way behind the times when it comes to functionality. Especially when compared to the Chase app. Two examples. I can't set up a standing order to an existing payee. I have to enter account and sort code details from scratch. It's also impossible to amend any aspect of standing orders apart from the amount without a new instruction. No possibility to suspend payments for example, or amend the day. Pretty poor really

I have had my FD account for a long time now but I have only started putting in a bit more cash recently. The main reason I had not been using it is because it's a bit hard to navigate. Plus it sets in an old-school way of security verification and password resets. I had to call the bank and wait for customer service to put me through an agent. Today, I transferred an amount to one of my other accounts, which was not registered previously in the app. It did not arrive to my receiving bank. After I sent a query to my receiving bank, which was quick and easy by the way, I had to contact FD since the transaction did not go through. Chat service took a bit of time but I was told to expect the money within the day. Two hours later, I received a voicemail, after being unable to answer a call because I was traveling, saying that I needed to call them urgently. I phoned back and was told that there was no need for me to do anything because they were going to attempt to give me a ring again. About 6 hours later, I received a text saying my transaction was cancelled because they did not hear back from me. I called them back and customer service said the second call wasn't made and apologised profusely. Now I'm thinking of doing less transactions again because today's faux pax was a bit of a headache for me. I do prefer services given by other banks such as Monzo, Starling, Barclays, which have excellent interface and good service. No problem encountered with these banks so far.

This is the worst banking app I've ever used. The UI is so cluttered and confusing. It needs a redesign.

FB is supposed to be a telephone based bank. When you ring them you are immediately put on hold, often for 20 or 30 minutes. The app is OK but rubbish in comparison to Barclays who I also bank with. Also you can no longer pay in cheques at HSBC machines even though FB is owned by HSBC. FD, once great, now absolutely crap bank….use Starling or Revolute if you want a great budget bank or Barclays for a more premium experience.

Why can't I download the App on to my laptop?

App is not able reuse saved payees when creating new standing orders. Ridiculous!!!

It's crazy how rubbish this app is, doesn't recognise username. Impossible to get security key, this Impossible to log in to account. Also no support to get out of the cycle of error messages. I love security, but there's no point if even I can't log into the app.

Absolutely useless Customer Service. App would not authorise so had to call Customer "services" - 10 fruitless minutes as their line kept cutting and they couldn't hear me. Got the impression they did not want my business. Hung up and binned the card - life is too short! Tw*ts...

Upon asking a customer to click 'forgotten log on details' after locking their account, its usually really helpful if there's actually a 'forgotten log on details' button. Tried on the android app and also the apple app- there is no button on the user landing page. No option to do off a web page either, so currently locked out my account and can't do anything about it.