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.
First Direct mortgages customer score2nd out of 25 mortgage lenders | % |
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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 mortgages: what you need to know
- good for fixed and tracker deals
- customers rate its transparency and flexibility
- good value for money.
| 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.'
