Help with a complaint

We're sorry that you're not happy with the service we've provided. Let us try to help you, then if you still need to make a complaint you can find the details about how to contact us on this page.

Let us help you with some common queries

I need help with a payment

Question a transaction

Identify a transaction

Making a payment within the UK

Sending money outside the UK

Receiving money from outside the UK

I need help with a bank 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

I need help because of coronavirus

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

I need help with a PPI complaint

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

I still need help

Not found the answer you are looking for? To help you find the information you need, we’ve collected some of our common customer questions.

Still need to make a complaint?

If you'd like to talk to us about a query or complaint, please get in touch.

Our promise to you

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.

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.

How to get our app

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

    Please note that we're currently prioritising our most vulnerable customers. This means it could take between 1-8 weeks for us to come back to you with a resolution.

    If you need help more urgently with a product or service, please use our help and support page. If you can't find what you're looking for please call us, or send us a message using our Mobile Banking app.

    Please note: By completing this form you consent to us recording all the details you share, however we'll only use what you tell us in relation to this complaint.

    Complain online

    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

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.