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.
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.
It also offers insurance products. 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.
Unfortunately, its home insurance hasn't lived up to the standard it sets for itself in other areas this time - despite a fairly good transparency rating. The customer response simply isn't on par with other products from First Direct.