Help with a complaint

We’re really sorry we’ve let you down.

Sometimes things can go wrong and we encourage customers to tell us about it. Let us know what happened so we can try to put it right.

Let us help you

Our guides help many customers find the answers to their queries.

Get in touch with us

If these guides didn't help you, please get in touch by selecting the best option for you.

Mobile Banking app

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 24/7 and we'll be ready to help.

How to get our app

Over the phone

Over the phone

0800 072 9779 - 24 hours a day, 7 days a week.

If you’re calling from abroad or if you prefer not to use the 0800 number, call us on +44 (0)113 366 0167.


Textphone number for hearing impaired customers is 0800 056 7294 (9am-5.00pm, 7 days a week). If you're calling from outside of the UK, call us on +44 (0)113 366 0141.

In branch

In branch

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

Find your nearest branch
  • Secure Online Form

    This form allows you to raise complaints with us online. It shouldn’t take long to complete.

    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.

    Complain online


    If you contact us online, we’ll receive your complaint or feedback sooner.

    If you write to us, please include the following information:

    • Your account details – this helps us to find the account you’re complaining about.
    • As much information about the complaint as you feel able to give.
    • Are there any particular actions you want us to take to resolve your complaint?

    We’ll contact you by phone once we receive your letter. It’s important that you tell us the best phone number and the best time to contact you.

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

What happens next?

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.

Five days

Five days

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

Four weeks

Four weeks

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

Eight weeks

Eight weeks

We’ll send you a final response within 8 weeks. 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.

Thanks for your feedback.

What can I do if I'm still unhappy?

Halifax is a member of the Financial Ombudsman Service, which offers an independent review service. If you're still not happy, you can ask the Financial Ombudsman Service to look at your case. This service is free.

Here’s how you can contact them:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Phone: 0800 023 4 567