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First Direct mortgage review

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

In this article
First Direct mortgages customer score First Direct mortgages: what you need to know What First Direct's mortgage customers say about it

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 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 mortgages: what you need to know

  • good for fixed and tracker deals
  • customers rate its transparency and flexibility
  • good value for money.
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Your home may be repossessed if you do not keep up your mortgage repayments.


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.'

Correct as of date of publication.

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