If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

Need some help?

To help you find the information you need quickly, we've answered lots of common enquiries below. We recommend taking a look at these first, and if you don't find the answers you're looking for, please get in touch.

Coronavirus help and support

Here are some of the ways we can help you during these challenging times.

I’d like to know more about mortgage payment holidays.

Want to complain about PPI?

If you have a concern about how your PPI (Personal Protection Insurance) policy with us was sold, please visit our PPI complaints page.

PPI complaints

I need help with a payment

Question a transaction

Identify a transaction

Making a payment within the UK

Send money outside the UK or in a foreign currency

I need help with a current account

Understand more about fees and charges

I’d like more information on overdraft changes

View your statements

Open a new account

I need help with my card

Report your card as lost or stolen

Order a replacement card or PIN

Activate your credit card

Speak to us

If you'd like to talk to us about a query or complaint, please get in touch using one of the options below.

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.

Mobile Banking app

Message us 24 hours a day 7 days a week.

If you use our app, you can select 'Support' then 'Message us', and we'll be ready to help.

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

    At the moment, due to COVID-19, we’re taking a little longer than usual to get back to you.

    To make sure we support vulnerable customers who need our help the most, we’ll look at their complaints first.

    This means it could take over 8 weeks to review some complaints sent through our online form.

    If you need help more urgently, we're here. Please phone or message us through our Mobile Banking app, or visit us in branch. Otherwise, please know that we’re working on your case as quickly as we can.

    To make a complaint online you can use our online form.

    Log your complaint online and one of our colleagues will then call you back at a time that suits you.

    Email

    You can email us at: onlinecomplaints@halifax.co.uk

    Although we provide you with an e-mail address, you need to be aware that e-mail is not a secure way to get in touch. You might feel more comfortable using our secure online complaint form, where you can provide us with all your details securely in one go.

    If you decide to e-mail us, do not quote any sensitive account information such as your account numbers, we won't be liable for any lost data you supply. To help us resolve your complaint as quickly as possible, please tell us:

    • Your full name
    • First line of your address and postcode
    • The banking product your complaint is about (if applicable)
    • As much information about the complaint as you feel able to give (excluding account numbers and sensitive account information)
    • Any particular actions you should wish us to take to resolve your complaint
    • A contact number and the best times to contact you, as we'll call you once we've received your e-mail.

    Letter

    If you contact us online we will receive your complaint/ Feedback sooner

    If you choose to write to us, please include your account details and address along with the above information.

    You can write to us at:
    Head of Customer Services
    Halifax
    PO Box 761
    Leeds
    LS1 9JF

  • 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) gives us a maximum number of days to issue a final response:

    • If your complaint relates to payment services or e-money (e.g. Direct Debit, Online Transaction) we aim to issue a final response within 15 business days after receiving your complaint. Should something outside of our control cause a delay, the FCA gives us a maximum of 35 business days.
    • For all other types of complaint the Financial Conduct Authority (FCA) gives us eight weeks to issue a final response 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.

     We can provide details of how to contact the Ombudsman:

    The Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    Telephone: 0800 023 4 567

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

    Website: www.financial-ombudsman.org.uk

    Please note: You may be able to submit a claim through the European Online Dispute Resolution Platform if you live outside the United Kingdom or if you prefer not to deal directly with the Financial Ombudsman Service.

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.