i have been more than impressed, pleased and surprised by first direct and their service. i actually cannot believe that i am actually happy with and even proud of my bank, it just cannot be true?! but it is. one example i have is when i was on holiday in portugal, realised i had not set up a payment to my flatmate for our monthly rent. i phoned first direct, and within 6 minutes, SIX!! from dialling to hanging up, i had transferred money from my savings acc into my current acc, and back out to my flatmate. i think i've been with them for just over a year now, and not a single issue. the above link to the ombudsman's log of banking complaints don't show them up either. i am happy.