First Direct owns up to Safari hitch

First Direct has finally notified customers they cannot conduct internet banking using Apple's Safari web browser, a month after the bank admitted the browser was no longer compatible with the service.

In a message on First Direct's banking site, Mark Mullen, head of marketing at First Direct, said customers cannot currently use online banking with the Safari browser because a new security process has been introduced at the logon stage.

Mullen said: "Truth is, First Direct has never officially supported the Safari browser, however, up to the point where we made this security change, it was possible to use Safari to access our internet banking service."

silicon.com Financial Services

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He added: "We are working to develop and implement a solution that will enable you to use Safari and as soon as it's been properly tested, we'll tell you about it by placing a new message on our website."

A First Direct spokeswoman told silicon.com there are "no firm dates" yet for when online banking customers will be able to use Safari but it should be possible in the future.

A First Direct customer said a leaflet was sent out to customers in February informing them that the logon procedure would change from 8 March 2007 to make it more secure but there was no mention of browser compatibility.

The customer told silicon.com she thought the situation had been "completely mishandled" owing to a lack of communication between customers and First Direct customer service staff who she said were unaware of the situation when complaints were first made.

This is the first time a message has gone out to First Direct's customers about the glitch, following the bank's assertion last month that it would send out a letter to Safari users explaining why they are now unable to use the browser to access their online banking accounts.