How to complain

If you're not happy with our products or service, let us know.

If you have a complaint, we like to be able to talk to you about it as soon as possible. More than 90% of our customers who tell us about their complaint in branch or by phone, have their complaint resolved to their satisfaction there and then.

Find out how to complain about Payment Protection Insurance (PPI).

Come into branch

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

Call us

Call our Telephone Banking Service, 24 hours a day, 7 days a week
on 08457 20 30 40.

If you've a hearing impairment you can use textphone number 08457 32 34 36. Lines are open 9am - 5.00pm, 7 days a week. You'll need specialised equipment to use this service.

If you're calling from abroad or would prefer not to use the 0845 number, you can call us on
+44 0113 366 0167.

Other ways to complain

As well as being able to complain in branch or by phone, you can complain online, or by writing to us, but it will take longer for your complaint to reach us by post.

Let us know online
Fill in our online complaint form. It shouldn't take you too long to complete and one of our colleagues will call you back as soon as possible.

For security reasons, we can't discuss your accounts by email. Please include your telephone number (providing a mobile number where possible) on the form so that we can call you. You'll be able to specify a time of day for the call that suits you.

Please don't use this form to submit a query or complaint about Payment Protection Insurance.

Write to us
In order for us to resolve your complaint as quickly as possible, 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.
  • We will contact you by phone once we receive your letter, so it’s important that you tell us the best telephone number and the best time to contact you.

Write to us at Halifax, PO Box 761, Leeds, LS1 9JF. To help us resolve your complaint quicker, please include your telephone number (providing a mobile number where possible) and advise when the most suitable time is for us to call you.

Claims Management Companies (CMCs)

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.

How we'll handle your complaint

- 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.

If you're still not happy

We'll issue a final response to your complaint when we've completed our investigations. If you're dissatisfied with the final response, you can ask the Financial Ombudsman Service to look at your complaint - provided you've tried to resolve the matter directly with us first. They'll also look at the case if we've taken more than 8 weeks to issue the final response.
We hope you won't need to contact the Financial Ombudsman Service but if you do, please find their contact details below:

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

Telephone: 08450 80 18 00

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Our promise

Or 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:

  1. We'll do our very best to put things right as soon as you get in touch.
  2. Where that's not possible, we will make sure you have the contact details of the person or team dealing with your complaint.
  3. No matter how you choose to tell is 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.

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