How to complain

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

We'd like to put things right. Contact us by coming into one of our branches, calling us, letting us know online or writing to us.

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.

Find a branch

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 Monday to Friday, 9am - 5.30pm. You'll need specialised equipment to use this service.

If you're calling from outside the UK call us on +44 113 242 2229.

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

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.

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

How we'll handle your complaint

We'll do all we can to resolve your complaint on the same day.

If we don't manage to resolve the complaint within 2 business days:

  1. We'll write to you within five working days to give you an update and let you know when you can expect a full reponse.
  2. We'll let you know the name and contact details of the person or specialised team dealing with your case.
  3. We'll issue a final response to your complaint when we've completed our investigations.

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 Services Authority. View the complaints data for firms associated with Halifax.

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