trying to update first direct account name?

I’ve tried speaking to someone through online chat but i just keep getting sent the generic name change form and then they close the conversation.

No solicitors in my local area offer certified copies of documents (i’ve searched far and wide) and apparently i need a certified copy of my ID in order to put through the name change

i have a bank account with HSBC (who own first direct) and it couldn’t have been easier. I only use first direct for their 7% monthly saver and i’m really confused as to my next steps.