How to complain.

More than 85% of our customers who make their complaint in branch or over the phone, have their complaint resolved to their satisfaction there and then.


Over the phone

0800 072 9779

(24 hours a day, 7 days a week).

Textphone number for hearing impaired customers 0800 056 7294 (9am-5.00pm, 7 days a week).

Calling from abroad or if you prefer not to use the 0800 number, call us on +44 0113 366 0167 or +44 0113 366 0141 for textphone.

In branch

Come and see us in any of our branches to talk to a member of the team.

Find your nearest branch

Online form

To make a complaint online or to provide any feedback, you can use our online form.

If you have feedback about the new look Online Banking, sign in and provide feedback and a rating via ‘Give us feedback’ at the top right of your account homepage.

Make a complaint online

PPI related queries and complaints

Or you can even write to us.

To resolve your complaint quickly, please include the following information in your letter:

  • Your account details – this helps us to find the account you are complaining about.
  • As much information about the complaint as you feel able to give.
  • Are there any particular actions you wish us to take to resolve your complaint? If so, please include them.
  • A contact number and the most convenient times to contact you, as we'll call you once we've received your letter.

Write to us at: Halifax, PO Box 761, Leeds, LS1 9JF.

Our promise

Our aim is to offer great products and excellent service, but we know sometimes things can go wrong. If you have any reason at all to complain, we make you a promise:

  • We'll do our very best to put things right as soon as you get in touch.
  • Where that's not possible, we will make sure you have the contact details of the person or team dealing with your complaint.
  • No matter how you choose to tell us about your complaint, whether it is by phone, in branch, or in writing, we will give it our full attention and commitment to resolving it for you.

Complaints data

Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.

We're committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with Halifax.

We'll treat your complaint in exactly the same way whether we receive the complaint directly from you or from a Claims Management Company (CMC). You don't need to use a CMC and they'll typically charge an upfront fee or take a proportion of any compensation you may be due. By coming directly to us you'll not be disadvantaged.

  • We will do all we can to resolve your complaint on the same day.
  • If we do not manage to resolve the complaint within 5 working days we'll write to give you an update and let you know when you can expect a full response.
  • Once all the details of the complaint have been investigated, (we may call you for further details) we will issue a ‘final response’ to your complaint.
  • The Financial Conduct Authority (FCA) allow 8 weeks for us to resolve complaints but we will aim to get your complaint resolved well before this deadline.

Halifax is a member of the Financial Ombudsman Service, which offers an independent review service. So, if you're still not happy with the agreement we have proposed, you can ask the Financial Ombudsman Service to look at your case for free.

If you have a problem with your agreement, please try to resolve it with us in the first instance. If you are not happy with the way in which we handled your complaint or the result, you may be able to complain to the Financial Ombudsman Service. If you do not take up your problem with us first you will not be entitled to complain to the Ombudsman. We can provide details of how to contact the Ombudsman:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Telephone: 0344 481 8000