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Contact us

Contact us online

Already have an account with us? 

Chat with us through our App – go to Help > Send us a message, or through Online Banking by selecting ‘Message us’.

Don’t have an account with us yet?

Chat with us through Live Chat.

Tweet us @firstdirecthelp (Twitter is public and can be seen by anyone, so please don’t send any personal or account details this way.)

Can we answer your question here?

How to freeze or report lost or stolen cards >

  1. Logon to our App.
  2. Go to the menu and choose ’Cards’.
  3. Tap the ‘Freeze card’ button or choose ‘Report, Lost, stolen or damaged’ from the list.

Report fraud >

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.

Payments and transfers >

Add new payees, send money between your accounts and to other people or companies.

Confirmation of payee >

Help with the messages you see when setting up a new payee.

Mastercard queries >

All the Information about receiving and using your new debit card.

Physical Secure Key (PSK) battery low >

Find out what the error code you’re seeing means.

Contact us by telephone

We’re busier than normal at the moment so if you can do your everyday banking via our App or online that could be quicker and it will help us keep waiting times down for anyone who needs to speak to us urgently. You can also find the answer to most general questions here on our website.

So we can help you get through to us as quickly as possible, please select the relevant section below to find contact information.

Opening hours

Need to know more about our opening times for specific departments?

Call charges explained

If you have any inclusive minutes packages and minutes left to use, you may be able to make calls to us free of charge. If not, calls to 03 456 numbers are charged at the same rate as a standard '01' or '02' geographic number, even when calling from a mobile.

If you are unsure how much your call will cost, we recommend you contact your phone service provider.

Find your nearest HSBC branch

first direct customers can visit any HSBC branch to pay in and withdraw money, deposit cheques and carry out a few other handy transactions.

Find your nearest HSBC branch

Service updates

See how our services are performing.

Service updates information

Complaints

We know that from time to time things don't always go according to plan. If you would like to make a complaint, please have a look which is the best route for you.

Guide to our complaints process

Write to us

At:

first direct

40 Wakefield Road

Leeds

LS98 1FD

Payment Protection Insurance

You can find out more about contacting us regarding PPI complaints.