If you think you've been the victim of any scam, or you’ve noticed any suspicious activity on your account, it's important to call us immediately.
No. We're upgrading our security systems and as part of that, you'll no longer be able to use a Physical Secure Key with our App. If you currently use a Physical Secure Key to access our App, we'll soon ask you to upgrade to a Digital Secure Key. If you want to keep using your Physical Secure Key to log on to Online Banking, you can. But you won't be able to use it with our App.
If you’re having trouble understanding the messages and icons when setting up a new payee, our Confirmation of Payee page will give you all the information you need.
You can update your address, phone number and email address on our App, by visiting the ‘More’ menu and selecting ‘Profile’. If you need further help, please visit our Managing personal details page.
You can call us on 03456 100 175. Timescales to raise a dispute are 15 days for Visa Credit Card transactions and between 15 and 30 days for Mastercard® Debit Card transactions. The Disputes Team are available 8am-8pm Monday to Friday, 8am-7pm Saturday, and 10am-6pm Sunday.
Log in > go to Help > select 'Chat now'
Log in > select 'Message us'
So we can help you get through to us as quickly as possible, please select the relevant section below to find contact information.
If you don’t have our App, you can call us on 03 456 100 100 to report your card as lost, stolen or damaged.
General Banking enquiries There are different ways to contact us 24/7, once you are a customer. Send us a message via the help section of our App or by using ‘Message us’ in Online Banking. Existing customers call 03 456 100 100 Lines are open 24/7.
New to first direct call 03 456 00 24 24 Lines are open 8am to 8pm Monday to Friday, 9am to 6pm Saturday and 10am to 6pm Sunday.
If you want to: Move house, remortgage, discuss rates or borrow more New to first direct - call 0800 48 24 48 Existing customers - call 03 456 100 103
Lines are open Mon to Sat 8am to 8pm and Sun 9am to 8pm
If you have: Completion questions, payment changes, statement requests, or to pay off your mortgage Call 03 456 100 198 Lines are open Mon to Fri 8am to 8pm, Sat 8am to 5.30pm.
Please see our Credit Cards pages for how to apply, rates, fees and repayment information. To talk to us about our credit cards call 03 456 100 199. Lines are open 8am to 10pm Monday to Thursday, 8am to 9pm Friday, 8am to 8pm Saturday and 9am to 8pm Sunday.
Existing customers You can call us about your Savings Account on: 03 455 873 967. Lines are open 8am to 10pm Monday to Thursday, 8am to 9pm Friday, 8am to 8pm Saturday and 9am-8pm Sunday. New to first direct Please see our Savings section for our different accounts and how to apply.
