Your Credit Score
Thinking about applying for credit? Check Your Credit Score for free, with no impact on your credit file.
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.
-
Card payments are often declined when you reach a payment limit or have earmarked money in your accountWhen you make a debit card transaction, the money is earmarked in your account. Once the amount you’ve spent leaves your account, we’ll remove the earmark.
Why have I been asked to enter my debit card and PIN number?
-
If you have a transaction that you’re unhappy with, one of the following guides might help.
Sometimes the transaction might be an earmark added by a retailer to your accountWhen you make a debit card transaction, the money is earmarked in your account. Once the amount you’ve spent leaves your account, we’ll remove the earmark.
I don't recognise a transaction and want to question it
-
The following guides explain some of the most common things people want to know about their account.
Where is the cashback I was expecting?
Change your personal details:
-
We can help with the most popular features of our app and Online Banking.
Signing in
- You can select Show when typing your password to make sure you haven't mistyped it when signing in.
- There are two levels of security when signing in - your password and Memorable Information. These are different.
- We’ll ask you to enter your full password and your username.
- We’ll only ask you to select three random characters of your Memorable Information.
Make sure you have a stable internet connection. If you switch networks, you might get signed out or experience an error message. For example, if you use Wi-Fi at home and then your mobile data connection when you leave the house. If this happens, refresh the app and try again.
Reset your sign in details
- If you’ve forgotten any of your signing in details, select the Forgotten your sign in details? link on the sign in page.
- You can choose to change your password only, your Memorable Information only, or both.
- You can also find out your username.
Find out how to reset your signing in details
Deposit cheque
- Use our app to take a photo of the cheque to save yourself a trip to branch.
- Once accepted, we process the cheque just like normal.
- The money is usually available the next working day.
- Make sure the name on the cheque matches the name on your account or it might be rejected.
Find out how to deposit a cheque using our app
Pay someone new
- When you’re paying someone for the first time, we do some checks to make sure you’re sending your money to the right person.
- We check the sort code and account number against the name of the person you’re paying.
- Make sure you use the person’s full name rather than any nicknames or abbreviations.
- Sometimes we’ll ask you to give us extra information about the payment to protect you from fraudsters.
- When someone is paying you for the first time, there’s an option to share your account details in our app.
Get in touch with us
If these guides didn't help you, please get in touch by selecting the best option for you.
-
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.
Letter
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
Halifax
PO Box 761
Leeds
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.
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.
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
London
E14 9SR
Phone: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk