Help with making a complaint

 
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We’re sorry we’ve let you down

  • We're here to support you.
  • If something hasn't gone as expected, we'd like to hear about it.
  • Telling us what went wrong helps us make things right and improve our service.
  • You can contact us in a way that suits you.

Ways to get in touch

While the Halifax brand is changing to Lloyds, the support we give you will stay the same. 

Message us online

Message us 24 hours a day, 7 days a week in the Lloyds mobile banking app. Head to Lloyds to learn how to message us.

Message us

Call us

Call us on 0800 072 9779 (+44 113 366 0167 from outside the UK). Lines are open 8am to 6pm, 7 days a week.

Textphone users can call us on 0800 056 7294 (+44 113 366 0141 from outside the UK). Lines are open 8am to 6pm, 7 days a week.

In branch

Speak to our colleagues in branch. You can use any Halifax, Lloyds or Bank of Scotland branch.

Find a branch near you

Send an online form

Use the Lloyds online complaints form. We’ll try to resolve your complaint as quickly as possible.

By completing this form, you agree to us recording all the details you share. We'll only use what you tell us in relation to this complaint

Lloyds online form

Send us a letter

If you write to us, please include:

  • your account details (this helps us to find the account you’re complaining about)
  • a telephone number and the best time for us to call (we’ll call you back about your complaint)
  • as much information about the complaint as you feel able to give
  • any actions you want us to take to resolve your complaint.

Send your letter to:

Head of Customer Services, Halifax, Leeds, LS78 1LB.    

After you've made a complaint

We'll always try to resolve your complaint as quickly as possible. Where we can’t resolve it there and then, we’ll take it away.

We aim to sort out things as soon as we can and we’ll keep you updated along the way.

After 5 days

If we haven’t managed to resolve your complaint within 5 working days, we’ll contact you with an update or acknowledgement.

After 4 weeks

If we’re still investigating your complaint at 4 weeks, we’ll contact you to let you know.

After 8 weeks

We’ll send you a final response. Our aim is to resolve your complaint well before this.

If your complaint is about a payment or a payment service, such as a direct debit or account statement, we aim to respond within 15 days. Sometimes we may take up to 35 days to respond. If so, we’ll let you know.

If you're unhappy with an outcome

Halifax is a division of Bank of Scotland plc, a member of the Financial Ombudsman Service, which offers an independent review service. This service is free.

Here’s how you can contact them.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR 

Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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Brand change

As the Halifax brand changes to Lloyds, we'll keep you informed at every stage.

More on the change

Get the Lloyds app

Access and manage your Halifax accounts in the Lloyds app. 

How to get the app

Support centre

While the brand might be changing, we're still here to support you. 

Get help and support