Make a complaint

We’re really sorry we’ve let you down

  • We’re here to help.
  • Sometimes things can go wrong. We encourage customers to tell us about it so we can try to put it right.
  • If you would like to speak to us, there’s several ways to get in touch.
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How we can help you

Check out how we can support you.

1. Find help online

If you don't want to make a complaint but just need support, our virtual assistant can help with many everyday banking questions.

Our website also has guides on many common questions which customers ask.

Meet our virtual assistant

2. Get in touch with us

If you can't find the help you need, there’s several ways to make a complaint.

  • Call us

    You can call us on 0800 072 9779.  If you’re calling from abroad, or if you prefer not to use the 0800 number, call us on +44 (0)113 366 0167.

    Lines are open 24 hours a day, 7 days a week.

    Textphone

    Textphone users can call us on 0800 056 7294. If you're calling from outside of the UK, call us on +44 (0)113 366 0141.

    Lines are open 9am - 5pm, 7 days a week.

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

  • 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

    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

You can message us 24 hours a day, 7 days a week in our Mobile Banking app.

How to message us

3. What happens after you make 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 five days

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

After four weeks

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

After eight 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.

4. Unhappy with an outcome?

Halifax is a member of the Financial Ombudsman Service, which offers an independent review service.

If you're not happy with your outcome, 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

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