First Direct is a bank which has no physical branches of its own, relying on internet and phone services instead.
It was originally founded by Midland Bank, which was acquired by HSBC in 1992.
While you might think that having no branches could cause problems for customer service, First Direct has very high happiness and trust scores for each of its banking products.
It also offers insurance products which benefit from the same high level of customer service.
And you can go into an HSBC branch if you want to, as HSBC owns the First Direct Brand. First Direct’s travel insurance is underwritten by Aviva.
While it’s let down a little by its transparency score, it does well for customer happiness and trust, making it a market leader for travel insurance and grabbing it a Gold Fairer Finance Ribbon.