First Direct scores a hat-trick for customer service

22 June 2012

First Direct is the financial services provider UK customers trust the most, it was revealed last night at the Moneywise Customer Service Awards ceremony.

More than 14,000 of you voted the phone and internet bank the most trusted provider for the third year running.

Although you praised the quality of First Direct's products and website, it's the bank's "knowledgeable" and "friendly" UK-based call centre staff that continue to wow both new and longstanding customers - with many readers remarking that they hadn't suffered a single problem with the bank during their entire relationship, which in some cases spanned 15 years or more.


Johanna Gornitzki, editor of Moneywise, says: "For First Direct to win the most trusted financial provider three years in a row is an outstanding achievement. We regularly get letters and emails from readers praising the bank so it is a well deserved award."

At the other end of the spectrum, Royal Bank of Scotland was voted the worst financial provider, taking over the tarnished crown from Santander - which, unexpectedly, won this year's award for the most improved bank when it comes to service.

While RBS took the booby prize, its subsidiary, NatWest, fared much better than its parent group as it made the shortlist for most trusted provider overall.

The peer-to-peer lending industry also scored highly with consumers, with social lender Zopa winning the loans provider category and Ratesetter coming second.


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