08 456 100 100

Legals

More information

Listening to your comments

As much as we'd love to be we're not always perfect. And while we try our best, things can go wrong from time to time, and when that happens, our aim is to resolve your complaint as quickly as possible.

We're just as keen as you are to get to the bottom of whatever the complaint might be, so please talk to us as soon as possible and we'll do the best we can to help find a solution. You might even be helping others in future by bringing it to our attention.

Raising your concerns with us

The first step is for us to understand your complaint. You can contact us:

By telephone:

from the UK 08 456 100 100 (08 456 100 147 text-phone)
(International number +44 113 2345678)

By email:

via secure message on Internet Banking. Select 'contact us', 'secure message' and 'dissatisfied?'

In writing:

Customer Relations
first direct
40 Wakefield Road
Leeds
LS98 1FD

Where we can, we'll give you an answer there and then. If we can't do that, we will fully investigate all the issues raised and try to resolve your concerns as quickly as possible, either by talking with you or writing to you. Depending on the nature of your complaint, we may not be able to resolve it as quickly as we would like to, if this is the case, we will keep you updated of our progress.

Our aim is to resolve all your concerns here at first direct. However, if you're not satisfied with the outcome, or if eight weeks have passed since you first raised your complaint with us, you have the right to refer your complaint to the Financial Ombudsman Service.

In writing:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

By telephone:

0800 0 234 567 - free if you're calling from a fixed line for example, a landline at home
0300 123 9123 - free if you're calling from a mobile-phone which you pay a monthly charge for calls to numbers starting 01 or 02

By email:

complaint.info@financial-ombudsman.org.uk or simply log-on to their website at www.financial-ombudsman.org.uk

We intend to resolve your concerns fairly and quickly. In most cases this can be done if you allow the department involved to listen to your concerns, understand the problem and then deliver an effective solution to you.

Ultimately, we hope we can help - we honestly don't want unhappy customers, and we'll work with you to try and find a solution you're happy with.

first direct is a division of HSBC Bank plc which is a public limited company registered in England and Wales, company number 14259, registered office: 8 Canada Square, London E14 5HQ. HSBC Bank plc is authorised and regulated by the Financial Services Authority (FSA) and is registered in the Financial Services Authority Register with the registration number: 114216. You can check this by visiting the FSA's website or by calling the FSA on 0845 606 1234. In the UK, HSBC Bank is also licensed by the Office of Fair Trading to carry on a customer credit business, license number 6343. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, on any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of first direct.

Our downloads are in a PDF format, and to read them you'll need to have Adobe Reader 4.0™ or above. It's free and you can get Adobe Reader here .