Cookies at Which? We use cookies to help improve our sites. If you continue, we'll assume that you're happy to accept our cookies. Find out more about cookies

Mortgage lender reviews

First Direct mortgage review

By Dean Sobers

Article 5 of 16

Put us to the test

Our Test Labs compare features and prices on a range of products. Try Which? to unlock our reviews. You'll instantly be able to compare our test scores, so you can make sure you don't get stuck with a Don't Buy.

First Direct mortgage review

Find out how First Direct fared in key areas such as customer service and value for money in our mortgage satisfaction survey.

First Direct mortgage review

First Direct, part of HSBC Bank, is available exclusively online and by phone. In order to be eligible for its mortgages, you will need to have one of its 1st Accounts.


Customer score

2nd out of 23 mortgage lenders


First Direct mortgages consistently score highly in our customer satisfaction tables. This, combined with the fact that it offers some of the most competitive deals on the market, makes it a Which? Recommended Provider; we think it's one of the best mortgage lenders out there.

First Direct mortgage highlights

  • good for fixed and tracker deals
  • customers rate its transparency and flexibility
  • great value for money.

For personal, impartial advice on the best mortgage for you, call Which? Mortgage Advisers on 0808 252 7987.

First Direct mortgage satisfaction scorecard
Customer service  
Application process  
Value for money  
Keeping you well informed  
Clarity of statements  
Transparency of charges  
Query and complaint handling  
Ability to over and underpay mortgage  
Table notes:
Star ratings out of five show levels of satisfaction for each category. Where no stars are showing, it means we could not get a large enough sample size to rate this aspect of the service.

What First Direct's mortgage customers say about it

'Excellent customer service.' 

'Great rates, but the process was awful and stressful.'

'Great customer service – they treat you like a real person.'

'I'd be completely satisfied if they offered payment holidays and buy-to-let mortgages.' 

'Happy with the product and ease of doing business with them.' 

'It has been a good mortgage, but they have changed the terms of the mortgage, and I am unable to stay with them when I move house.' 

'Always excellent customer service – I feel valued.'

'The interest rate is too high.' 

'Does what it promises.'

  • Last updated: February 2017
  • Updated by: Dean Sobers

Your home may be repossessed if you do not keep up repayments on your mortgage.

Which? Limited (registered in England and Wales number 00677665) is an Introducer Appointed Representative of Which? Financial Services Limited (registered in England and Wales number 07239342). Which? Financial Services Limited is authorised and regulated by the Financial Conduct Authority (FRN 527029). Which? Mortgage Advisers and Which? Money Compare are trading names of Which? Financial Services Limited. Registered office: 2 Marylebone Road, London NW1 4DF.