How To Complain

If you have a problem, we can help
 
We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint.  If so, we will always try to resolve the problem quickly and to your satisfaction. If you are unhappy with our response, you can take your complaint further through our complaints procedure.


Where you first make your complaint
 
We aim to resolve your concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, we will let you know within 5 working days who will reply.
 
Often the people you first raise the matter with are able to help, but there may be occasions when a specialist area needs to be involved. If you don't know who to contact, you can:

  • Telephone Customer Relations on 08457 25 35 19*
  • Contact us using Textphone if you have a hearing impairment on 08456 00 17 50*
  • Write to us at: Halifax, Customer Relations, PO Box 548, Leeds  LS1 1WU
  • Fax us on 08451 28 13 85*

Our lines are open between 9:00am - 5:00pm Monday - Friday (except Wednesday when they are open from 9:30am).

We will then arrange for the right person to look into and respond to your concerns.

 

For complaints/information relating to phishing emails

If you need to report a fraudulent or phishing email - please refer to our information on phishing emails.


If you are still not happy
 
In the unlikely event that you remain unhappy, you can ask for your complaint to be referred to a Customer Relations Manager for further review. If you are still not satisfied after the review, you can, at this stage, ask the Financial Ombudsman Service to help, or for service-related complaints about Halifax Estate Agencies Limited, the Ombudsman for Estate Agents.
 
Halifax fully supports and is a member of both the Ombudsman Schemes. These are impartial and conduct independent investigations.  

Following our complaints procedure does not affect your legal rights.

Ombudsman addresses
 
For most complaints about Halifax products and services:

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
       

For complaints about Halifax Estate Agencies Limited:

The Ombudsman for Estate Agents
Beckett House
4 Bridge Street
SALISBURY
SP1 2LX

Telephone: 01722 333306
Email:  admin@oea.co.uk
Website:www.oea.co.uk   


*Calls from BT landlines to 0845 numbers will cost no more than 2p a minute plus a 7p connection fee. The price of calls through other phone companies and from mobile phones will be different. The call price we have quoted was correct in September 2008.