In reply to ceri:
> HSBC and first direct are the same bank
No they're not! Completely different businesses with different business models, CEO's, customer base, marketing etc. HSBC simply happens to be the parent company in terms of ownership and accounting.
The First Direct model is entirely built around customer service (they've been No 1 for years) so it doesn't surprise me that they beat HSBC and others in terms of speed of mortgage offer and process.