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Cookie policy

first direct cookie policy

Understanding how and why we use cookies

We use cookies to give you the best possible experience on our website. Cookies allow you to do many things such as log on to Internet Banking, apply for products and services online and use financial tools like our 'find and compare' mortgage calculators.

When you visit this site, we ask for your consent to use cookies. However, this Cookie Policy allows you to amend your preference for tailored content cookies. Your preference will be displayed at the footer of each page and will apply to firstdirect.com and all sub-domain websites eg mortgages.firstdirect.com.

To find out more about how we use cookies and what benefits they bring, please take a few moments to read this Cookie Policy.

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Frequently asked questions

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Do cookies mean I could get cold calls or junk mail?

We never use the data gathered through cookies to contact you via post, email or phone. We may use cookies to show you subtly tailored content on our site or other website of things we think you might be interested in, but only in relation to first direct and HSBC products and services. You will never see advertising on our website from anyone other than HSBC group companies and our agents.
Can cookies pass on my personal information to others?

The only time we may use cookies to share personal information such as your name, address, telephone or email is when you have given us express consent to do so by applying for a product or service. For example, if you were applying for a home insurance policy, we'd inform you that we'd be passing your details to our trusted home insurance policy provider.
Do cookies compromise my security when I'm logged on to Internet Banking?

The cookies we use are completely safe. In fact, many of them are used purely to provide important security features such as protecting your data and your accounts
What are cookies?

Cookies are small text files that are sent to and stored on your computer, smartphone or other device for accessing the internet, whenever you visit a website. Cookies are useful because they allow a website to recognise a user's device.

At first direct, we use cookies for a variety of reasons, such as to determine preferences, let users navigate between pages efficiently, verify a user and carry out other essential security checks. Some of the functions that cookies perform can also be achieved using similar technologies. This policy refers to 'cookies' throughout, however it also covers these alternate mechanisms.

More information about cookies can be found on allaboutcookies.org
How cookies make our website safer and easier to use?

We use cookies to safeguard your privacy when you're browsing our website. We also use them to let you find and compare mortgages and use secure online application forms. If you leave a secure session window open when logged in to Internet Banking, we use cookies to enhance your security by prompting you to end (or automatically ending) your secure session.

Cookies can also allow us to tailor the content of our website to suit your interests. For example, instead of displaying promotional messages about products you already have, they let us show you other services you may be interested in.

Finally, we use 'analytics' cookies to help us make our website better for those who visit it regularly. They help us work out what users like and don't like and how we can improve things for you.

When we include links to other websites, please bear in mind they will have their own privacy and cookie policies that will govern the use of any information you submit. We recommend you read their policies as first direct is not responsible or liable for their privacy practices.
How we work with trusted third parties

Third parties are trusted suppliers to first direct, and include our insurance policy providers as well those partners who provide important functionality to our website.

We only use cookies from third parties in order to provide our customers with first direct and HSBC products and services. The only time cookies would enable us to share personal information such as your name, address, telephone or email is when you have given us express consent to pass it on to a trusted third party - for example, if you were applying for a home insurance product from one of our third party insurance providers.

You will only ever be shown first direct branded advertisements on our website - never those from other companies. Of course, you may see first direct branded advertisements when browsing other companies' websites too. Some of these will be general campaign-related adverts but others will be tailored to your likely interests based upon previous web browsing activity - these can be easily identified as they feature a small blue AdChoices icon in the corner of the advert. If you want to opt-out of receiving targeted adverts from first direct, please read our FAQs.
How we improve our email

We use email analytics and reporting tools to see how many of our emails are opened and which links receive the most clicks. Knowing which articles and topics our customers like and which they don't like helps us improve our content and make our emails more relevant.

We maintain strict security standards and procedures to prevent unauthorised access to information about you. first direct will never contact you by email or otherwise to ask you to validate personal information such as your user ID, password, or account numbers. If you receive such a request, please call our online security on 08456 100 234.

If you wish to unsubscribe from marketing emails, please click on the link located in the footer of any marketing email you've received from us.
More about your privacy

To find out more about how first direct protects your privacy when using our website, see our Website Terms and Privacy Statement.

Frequently asked questions

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What has changed, and how does this affect me?

We have always used cookies to give you the best possible experience on our website. As part of a change in legislation, we now also provide detailed information on what cookies are, how we use them and what benefits they bring - as well as asking for your consent to use them.

When you visit this site, we ask for your consent to use cookies. However, this Cookie Policy allows you to amend your preference for tailored content cookies. Your preference will be displayed at the footer of each page and will apply to firstdirect.com and all sub-domain websites eg mortgages.firstdirect.com.
How can I manage my cookie preferences?

To amend your preference for tailored content cookies, please use the 'Manage your cookie preferences' tab within this Cookie Policy.

Please note, these preferences apply to firstdirect.com and all sub-domain websites mortgages.firstdirect.com.
Do first direct cookies contain my personal information?

Our cookies do not store personal information such as your name, address, telephone or email, however our tailored content cookies may monitor how you use our website so that we can deliver you more suitable content.
Do cookies mean I could get cold calls or junk mail?

We never use the data gathered through cookies to contact you via post, email or phone. We may use cookies to show you subtly tailored content on our site or other websites of things we think you might be interested in, but only in relation to first direct and HSBC products and services. You will never see advertising on our website from anyone other than HSBC group companies and our agents.
Can cookies pass on my personal information to others?

The only time we may use cookies to share personal information such as your name, address, telephone or email, is when you have given us express consent to do so by applying for a product or service. For example, if you were applying for a home insurance policy, we'd inform you that we'd be passing your details to our trusted home insurance policy provider.
Do cookies compromise my security when I'm logged on to Internet Banking?

The cookies we use are completely safe. In fact, many of them are used purely to provide important security features such as protecting your data and your accounts.
Can cookies allow others access to my computer's hard drive?

The cookies we use cannot look into your computer, smartphone or web-enabled device and obtain information about you or your family or read any material kept on your hard drive.
If I use a public computer, will someone be able to get my details from the cookies?

Our cookies cannot be used by anyone else who has access to the computer to find out anything about you, other than the fact that someone using the computer may have visited a certain website. Our cookies do not in any way compromise the security of Internet Banking.
Why are cookies required to log on to Internet Banking?

To ensure we can provide suitable content to meet our customers' needs, all cookies have to be enabled if you want to access Internet Banking.
Why can't I amend my cookie preferences when I'm logged on to Internet Banking?

All cookies have to be enabled if you want to access Internet Banking. You can amend your preferences after you have logged off if you wish but we will ask for your consent to enable all cookies when you log on again.
Which cookies can I opt-out of?

While browsing our public website, you can choose to opt-out of tailored content cookies. However, when you log on to Internet Banking all cookies will need to be enabled in order to ensure we can provide suitable content to meet your needs.
Can I opt-out of Webtrends?

Yes, you can opt-out of Webtrends by following these instructions.
Can I opt-out of first direct advertisements I see on other websites?

There are two types of first direct adverts shown on other companies' websites. The first are general campaign-related adverts that are not targeted based on your browsing behaviour, from which you cannot opt out. The second are targeted adverts which are being shown to you because of your likely interests based upon previous web browsing activity. These can be easily identified as they feature a small blue AdChoices icon in the corner of the advert.

To disable all targeted adverts from first direct, please visit Your Online Choices where you will be able to opt out of the Microsoft Advertising network. Please note, by opting out of Microsoft Advertising, this will disable targeted adverts for HSBC and any other companies that use this network. For further details, please visit the AdChoices website.
Can I opt-out of all cookies?

If you wish to opt out of all cookies for this website and any other website, you can do this through your browser settings. Your browser's 'help' function will tell you how to do this.

However, please remember that cookies are often used to enable and improve certain functions on our website. If you choose to switch certain cookies off, it is likely to affect how our website works. For example, if your browser is set to disable 'session' cookies, although you will still be able to view our public website, you won't be able to log on to Internet Banking.

More information about how to disable cookies, visit allaboutcookies.org
Can I manage cookies with JavaScript disabled?

JavaScript is required to manage your cookie preferences. If your browser has JavaScript disabled, tailored content cookies will be disabled too. To manage your cookie preferences and experience an optimised version of our website, make sure your browser has JavaScript enabled. Depending on which browser you're using, this function is usually found under 'tools', 'options' or 'preferences'.
Where can I find out more about cookies?

More information about cookies can be found on allaboutcookies.org.

Manage your cookie preferences

Cookies we use at first direct

We use several different types of cookie, which we call "essential cookies", "functionality and performance cookies", and "tailored content cookies". Each one works in a slightly different way, and you can find out more about each one here.

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Essential cookies As you might guess, essential cookies enable essential functionality of the site to work, for example ensuring you can move between pages on Internet Banking securely.

Cookie name What is the purpose of this cookie
pfmDownloadCookie Added to ask a user permission before downloading Personal Finance Manager within Internet Banking. Once it has been downloaded it expires to avoid asking the user permission again.
bcap cookiesenabled Used to check Netscape browser settings to ensure that the functionality on Internet Banking is compatible with the version being used.
friendly name This cookie is used to ensure our customers remain logged in for their Internet Banking session, ensuring that log on credentials don't need to be re-entered each time you navigate between pages on Internet Banking.
JSESSIONID This cookie is used to identify that it is only the logged in user navigating through their session. It checks that no one else is accessing the same session from a different browser, such as potential fraudsters (hijacking).
isMobile, isiPhone Records the user's device and detects if it's a mobile or not, in order to direct the user to the correct log on page i.e. desktop or mobile (Android, BlackBerry, iPhone etc.).
LB_COOKIE_1 Several servers are used to run the site. This cookie ensures that users are split equally between these servers when accessing the site to stop traffic building up on one particular server and slowing down the service.
FIRSTDIRECT-IB-WDC,
FIRSTDIRECT-AO-WDC		 Ensures a user's session stays stuck to the same server. Without this cookie users would be disconnected from the server on a regular basis. It is a session cookie that expires when the session expires.
fd_msc, fd_tid This cookie is used to track a user's journey from an affiliate website to ensure the correct campaign offer is displayed when reaching our website. For example our exclusive offers with partners such as moneysupermarket.com.
com.ibm.portal.SUA_WPReqURL This cookie is added when a customer needs to be authenticated mid-way through a process. For example, making a payment and Verified by Visa. The cookie will make sure the customer is returned to the correct page (the page they left) after entering their security credentials.
FDAUSERNAME, EWUSER Ensures a user's Internet Banking Plus session stays stuck to the same server. It is a session cookie that is used to remember the user while they are logged in to Internet Banking Plus. It expires when the user logs out.
FDASESSIONCOOKIE, EWSESS These are authentication cookies for Internet Banking Plus and confirm that the user is authenticated.
HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\InternetRegistry\REGISTRY\USER\S-1-5-21-264363149-1562455382-917196980-1000\Software\WebUnity\FDA\config Used to help store the user's encrypted security information that is required to use Internet Banking Plus.
checkit Enables users to carry out actions within Internet Banking Plus, allowing them to access their encrypted security information when required.
lastRun Used to time stamp and record when the iPhone App was last used by a customer. If it is not used within a 90 day period, the remember me expiry has been reached and the user name is cleared for added security.
firstdirect_comp Used in our Facebook Apps to identify the user by the software framework.
fbs_XXXXXXXXXX Stores a user's access token (permissions) so that they do not have to accept the permissions screen the next time they access a first direct Facebook app.
ASPSESSIONIDCQDAABTS This is used when users are logging into the First Directory members microsite. It's used to recognise the user's browser and the server session. No user details are stored within this cookie.
thinkingbusinessadmintool Session cookie used in first direct Lab to identify the user by the software framework.
__uiudc This is a security Cookie used if fraudulent activity is detected (malware). In the event of any activity being detected, the cookie sends details of the last log on to first direct to investigate.
PORTAL This cookie is used to ensure the user is authorised to complete a given function. It is issued once a user has logged on and allows the user to remain authenticated on navigation between web pages. The cookie contains no user or sensitive data, such as user IDs or passwords and is automatically deleted once the user closes their web browser.
betalabsadmin This cookie is used for the administration and content management system for first direct Lab. It ensures that the website knows an administrator is logged in.
smnradmin This cookie is used for the administration and content management system for Social Media Newsroom. It ensures that the website knows an administrator is logged in and authenticated.
betalabs Lets the website know if you have logged in and who you are.
firstdirect_mortgages This is a very important session cookie for security. This cookie can identify that it is the same customer navigating through pages in a session by browser. Without it the server cannot identify the specific user from another user that could be on that same session using a different browser.
firstdirect_involved This is a very important session cookie for security. This cookie can identify that it is the same customer navigating through pages in a session by browser. Without it the server cannot identify the specific user from another user that could be on that same session using a different browser.
Functionality and Performance Cookies Performance Cookies allow us to see how our website is being used, so we know which pages are being viewed - and so that we can make improvements as a result. The information they gather is completely anonymous. Functionality cookies make our website more helpful to you by remembering your preferences and settings.

Cookie name What is the purpose of this cookie
cml If a customer has logged on to Internet Banking and then wants to apply for an account, this cookie is added to allow the customer to progress through the online application within the same session (avoiding the need for the customer to log on again).
hmcib This cookie is used with our 'How much can I borrow' calculator to remember that a user has confirmed reading the 'Key Facts' information, allowing full use of the mortgage tool without being required to complete this step for each use of the calculator.
lab_count_ib This cookie is used to set a restriction on the number of times a customer sees a certain splash page when using Internet Banking. For example, once a marketing or servicing message has been seen, this cookie will prevent the same message appearing every visit but restricts to every five visits.
resident This recognises whether users of the website are UK residents by using their IP address. As our services are only available to UK residents, any visitors accessing the site from outside of the UK will see a message to advise of this.
reader Identifies which version of Adobe Reader a user is running to notify them of the required compatible version. This information is stored in a cookie so that this check does not need to be done each time a new page is loaded, speeding up the page load to provide a better experience for our website users.
flash This cookie identifies which version of flash player a user is running to notify users of the required compatible version (some of our content on the site requires a minimum version of this software to run). This information is stored in a cookie so that this check does not need to be done each time a new page is loaded, speeding up the page load to provide a better experience for our website users.
fontSize This cookie is used to remember any user preferences set for our website, such as browser font sizes or colour contrasts. This creates a better user experience as the settings will be retained for the next visit to firstdirect.com.
EWPAGE Stores the ID of the page the user navigated from to get to the logon page.
video.sol (Flash shared object) This remembers if a user has previously muted sound on the video player within firstdirect.com to ensure that this preference is remembered when a user returns to the website.
betalabs_poll_taken Used by the site to determine whether a user has taken a poll within first direct Lab to remember the answer and displays the results.
fd_lab_application_rating Used by first direct Lab to determine whether a user has rated an application.
fd_lab_comment_like Used by the site to determine whether a user has liked a comment or suggestion within the first direct Lab.
sifrFetch Speeds up the loading of extra files to ensure the font displays correctly and as quickly as possible within first direct Lab.
comment-XXXX Remembers if a user has 'liked' a specific comment in first direct Lab.
navbar.sol (Flash shared object) Maintains the position of the firstdirect.com/interactive navigation, by remembering the last navigation option selected and the last page the user visited.
ak Used to detect if a user has Rapport Security software installed on their device, both to notify the user and provide statistics.
cookie_disclaimer We use this to display a banner on our website informing users that we have an updated cookie policy. The cookie records the number of times the banner has been displayed so it can be removed after the third view.
WT_FPC, ACOOKIE This cookie is used for Webtrends. The Webtrends' cookie is used solely to help identify a user's behaviour over time, so we can understand how many people are coming back to the site, how often and how it is being used. This information helps us to make ongoing improvements to our website. No personal information is stored in the cookie, nor do we extract any data from your machine. You can read more about what it does at www.webtrends.com. You'll also find a comprehensive privacy policy there that will provide you with even more detail about what it does and how it does it.
AA002, MUID, ANON, NAP These cookies are used for Atlas solutions which track the effectiveness of advertisements and feed into reports that are used to make improvements and optimise effectiveness. It holds no personal information and provides an overview of the number of clicks on a particular site on a particular day.
atlas tag (an alternative mechanism to cookies) As an alternative mechanism to cookies, atlas tags allow us to track which banners visitors to the site have clicked on from third party websites. This means that the affiliate displaying our advertising banners can be paid accurately for the advertising space. Atlas tags also allow the effectiveness of the advertising or relationship with the affiliate to be monitored.
Google Analytics Tracking, __utma, __utmb, __utmc and __utmz These cookies allow the Google Analytics tool to track usage of our Facebook and First Directory member site pages.
locale Contains the display locale of the last logged in user on the browser.
Isd Contains a random value that is set when a Facebook user logs out in order to prevent cross site request forgery.
reg_fb_gate Contains the first Facebook page that the web browser visited.
reg_fb_ref Contains the last Facebook page that the web browser visited.
gz, fr This is a 3rd party cookie that enables sharing of content from first direct sites to Facebook.
datr Identifies the web browser being used to connect to Facebook.
k, guest_id, auth_token_session, secure_session, twill, remember_checked, _twitter_sess, BA This is a 3rd party cookie that enables sharing of content from first direct sites to Twitter.
reddit_first This is a 3rd party cookie that enables sharing of content from first direct sites to Reddit.
Tailored Content Cookies Tailored Content Cookies make our website more interactive. They allow us to link to other sites - like Facebook - and offer you content we think you might find interesting.

Cookie name What is the purpose of this cookie
NSC_GjstuEjsfdu and TCID Looks out for a user's behaviour to understand what content they are interested in within firstdirect.com and displays appropriate relevant content based on this information.
cm Identifies visitors to firstdirect.com as customers or non customers for marketing purposes, so that we can ensure we are displaying appropriate content.
lu Manages log on options such as 'Keep me logged in'.
mbox Recognises whether you are logging on for the first time or returning. It also records what you are interested in so we can show you relevant content.