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Mortgage lender reviews

First Direct mortgage review

By Dean Sobers

Article 6 of 17

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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 25 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
  • good 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

'They are brilliant and the whole process is hassle free.' 

'Rude adviser. Had to complain.'

'They have stood with us through the good times and the bad. We feel valued by them.'

'There were several examples of the application being stalled between different teams within First Direct - which was stressful and frustrating.' 

'Transparency throughout, excellent customer service and incredible flexibility to mortgage.' 

'Works as expected.' 

'They have always provided good service and the rate has been very low for eight years.'

  • Last updated: August 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.