Making a complaint
If there’s something you’re not happy about, we want you to tell us.
Please call us on:
Our lines are open 8am – 9pm Monday to Friday and 9am – 4pm Saturday.
*This number may be included as part of any inclusive call minutes provided by your phone operator.
Or you can write to us at:
Halifax Mortgage Operations
PO Box 353
We’re here to help
We do everything we can to make sure our customers get the best possible service.
However, there may be times when we get it wrong. If you ever have cause to complain, we want to hear from you so that we can put things right quickly.
- Make it as easy as possible for you to complain, if you need to.
- Listen carefully to make sure we've understood why you're not happy.
- Try to resolve your complaint as quickly as possible.
- Make sure you’re satisfied with how your complaint was handled.
How long will it take?
Our aim is to resolve your complaint quickly. If we resolve your complaint within 4 business days, we will confirm in writing. This will advise you on how to contact the Financial Ombudsman Service if you subsequently decide you are unhappy with the resolution and want them to review your case.
5 business days
If we haven’t been able to resolve your complaint, within 5 business days after we received it, we’ll write to you to acknowledge your complaint.
15 business days
In the majority of cases, we’ll be able to resolve your complaint within 15 business days of receiving it. If we haven’t resolved it within 15 business days, we’ll contact you again to update you with our progress and tell you how much longer we think it will take.
25 business days
If we haven’t been able to resolve your complaint within 25 business days, we’ll contact you again to update you with our progress and tell you how much longer we think it will take.
Where your complaint is particularly complex, matters may take up to 8 weeks to resolve. If your complaint is not resolved within 8 weeks, then we’ll write to you requesting more time or send you a ‘Final Response’. After 8 weeks have passed, you may be eligible to contact the Financial Ombudsman Service to discuss your complaint. They may be able to look into your complaint and help you reach a satisfactory conclusion.
If we can’t reach an agreement
If we can't reach agreement with you, we will send you a Final Response letter. This will explain our position regarding your complaint and advise on how to contact the Financial Ombudsman Service (FOS). If you would like to ask the FOS to review your case, you should do so within six months of the date of our Final Response.
The Financial Ombudsman Service (FOS) offers a free, independent service. They can help with most financial complaints but there are some limits on what they can look into. You can find out more about what the FOS can help with from them directly.
We are committed to resolving your complaint fairly and quickly. In most cases, this can be done if you tell us as soon as you realise that you're not happy about something.
We try to resolve all complaints without the need for outside help. However, if you're not happy with our suggested resolution, or if 8 weeks have passed since you first brought your complaint to our attention, you have the right to refer your case to the FOS. If you want the FOS to look into your complaint, you should contact them within six months of the date of any final response issued.
How to get in touch with the Financial Ombudsman
- Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0800 023 4567 (or +44 20 7964 0500 from outside the UK)
- Email: firstname.lastname@example.org
Further helpful information can be obtained from visiting the Financial Ombudsman Service website.
You can also use the Online Dispute Resolution service
The ODR service was set up by the European Commission to help residents in the European Union (EU) who have reason to complain about goods or services they buy online.
It mainly helps with complaints when the customer and provider are in different countries, but you may be eligible to use this service.
If you purchased a mortgage product online and are an EU resident, you can choose to complain via the ODR service.
Once you have given the ODR service your details, they will:
- Contact us and give us 10 days to confirm that you have the right to refer your complaint to the UK Financial Ombudsman Service, once we have reviewed your complaint.
- The ODR service will then confirm this with you and give you 10 days to confirm that you agree.
- The ODR service will then notify us and your complaint will be dealt with under our existing processes.
Please note that using the ODR service will not mean that your complaint is resolved more quickly than if you complain to us directly.