I hope this comment will serve anyone new to FD well. I became a customer of theirs earlier this year having been a big fan of them over the years on the basis of "informed" prrivate and public comment - this year was my first as a customer. I was very disappointed indeed with the overall quality of general and specialist customer service before I actually became a customer. And then the revelation by a disinterested operative who had given me incorrect information on an absolutely key point with words to the effect of we're FD we do everything differently here - we're a telephone and internet bank. It was said in such a way that the implication was... it is up to you the customer to undestand our ways. As a matter of interest I complained - I rarely do, there are better ways to achieve what I want. I asked for the phone calls to be listened to. They were and the reply I received accepted my complaint and a rap on the knuckles where appropriate was obliquily suggested in the email response. The trick is to know that you speak with a call centre first and that if they get out of their depth they are supposed to pass you up to a specialist; they tend not to.

Forewarned is forearmed and I always look at the worst case scenario. I hope no one has any problems.

First Direct has launched a new market-leading lifetime tracker mortgage, and it’s got an offset facility. Kate Murphy takes a look at the details of the mortgage, examines if there are any catches and asks if it could be the right mortgage for you...

Click here to read what Kate makes of First Direct's new tracker mortgage

What do you think? Is this an attractive product? Are you currrently enjoying the benefits of a tracker mortgage? Is this a product you would consider if you were looking to re-mortgage?