First Direct

What they do

First direct is a retail bank that operates without branches. Customers manage everything through the mobile app, online banking, or by phone — the latter available around the clock, every day of the year. The bank is a subsidiary of HSBC UK Bank plc, and deposits are protected under the Financial Services Compensation Scheme up to £120,000 (or £240,000 for joint accounts, shared across HSBC UK, first direct, M&S Bank and related brands).

The current account is the core product: no monthly fee, a virtual card available immediately on opening, and a mobile app that covers spending tracking, budgeting tools, card freezing and secure login. Alongside the current account, first direct offers savings accounts, credit cards, personal loans, mortgages and insurance. The mortgage team operates on extended hours — 8am to 8pm Monday to Friday — and a dedicated Money Coach team is available seven days a week for customers under financial stress.

The app sits at the centre of the customer experience. Live chat is built in, with a chatbot handling common queries and a handoff to human agents when needed. All chat history is saved, so customers can pick up a conversation without repeating themselves. For customers who prefer a physical counter, first direct account holders can use HSBC branches for cash and cheque transactions.

First direct has accumulated a string of awards from Which?, Moneywise and Cool Brands, and participates in the FCA's mandatory independent service quality survey — results from approximately 1,000 customers per provider, published in February 2026.

Where they sit in Leeds

First direct's registered address is 40 Wakefield Road, Leeds, LS98 1FD. The bank operates from two sites: Leeds and Maxim Park near Glasgow (Motherwell). Careers pages list roles at both locations, covering customer service and other functions.

The bank's Leeds roots go back to its 1989 launch, when it pioneered telephone banking in the UK at a time when every other high-street bank required a physical visit. That heritage still shapes how first direct presents itself — the "black and white bank" identity is a deliberate contrast to the visual noise of most retail banking brands.

For the Leeds tech community, first direct is notable as a substantial in-house employer. The bank's digital and mobile products are maintained and developed from its Leeds base, making it one of the city's larger financial technology operations even if it sits within the broader HSBC UK structure. Starting salaries are listed from £24,000, with benefits including six or more weeks of paid holiday and private medical insurance.

The bank's Bereavement Support Team and Vulnerable Customer Support Team both carry Leeds dialling codes (0113), confirming the operational depth of the Leeds site beyond a nominal registered address.

What they offer

• Current account — fee-free, opens in minutes, includes a virtual card, spending tracker and 24/7 phone and chat support.
• Savings accounts — interest-bearing accounts positioned as a core complement to the current account.
• Credit cards — available for purchases and balance transfers.
• Personal loans — described as tailored to individual customers.
• Mortgages — with a dedicated phone team open seven days a week.
• Insurance — covering a range of personal protection needs, with partners including Aviva and the RAC for specific products.