Making a Complaint

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How To Complain

We aim to offer you the best possible service; however we understand there may be times when you feel you have cause to complain. As soon as you get in touch we will do our very best to put things right to resolve the problem. If you need to complain you can contact us as follows:

  • For new mortgage applications 0345 030 6253
  • For new mortgage applications of £500,000 or more Premier Relationship Managers 0345 608 0853
  • For product transfers and further advances 0345 901 3161
  • Contact your Business Development Manager

Other Ways to Complain:

Write to us at:
Halifax
PO Box 761
Leeds
LS1 9JF

If we are unable to immediately resolve your complaint:

  • We will send you an acknowledgement letter within 5 working days of receiving your complaint along with an update of who will deal with your complaint and when you can expect a response.
  • If necessary, we will contact you to gather any further information required to assess your complaint fully. Once we have all the details we require we will issue a final response.
  • The Financial Conduct Authority (FCA) allows us 8 weeks for us to resolve complaints, but we will aim to resolve your complaint well before this deadline.

If you’re still not happy:

We're committed to resolving all complaints whenever possible through our complaints procedure. However, if the matter can't be resolved, when responding to complaints we always inform customers that they have six months to refer any concerns over our decision to the Financial Ombudsman Service at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
E-mail: complaint.info@financial-ombudsman.org.uk
or Website: www.financial-ombudsman.org.uk

Our tracker rate mortgages are linked to Bank of England bank rate (also known as Bank of England repo rate). Details of this rate can be found on the Bank of England website at www.bankofengland.co.uk.

For independent information on mortgages, visit the website 'Money Advice Service'.

If you do not have professional experience, you should not rely on the information contained in this communication. If you are a professional and you reproduce any part of the information contained in this communication, to be used with or to advise retail clients, you must ensure it conforms to the Financial Conduct Authority's advising and selling rules. This site is intended for UK residents unless otherwise stated.

Halifax is a division of Bank of Scotland plc. Registered in Scotland No.SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Copyright © , Halifax plc. All rights reserved.