Halifax Avis 

I saw an AMAZING lady at Staines Halifax. I was welcomed and my issues quickly fixed , she was personable and a real asset ,

Her name was Kiran and she was perfect

Tried to purchase online using all 3 of my Halifax cards.Got nowhere. Called the Fxxxxx Halifax again trying to explain the situation for perhaps the 50th time.May as well have spoken to Daffy duck!
Total tossers.

Dear Halifax Leicester Branch Manager,
I am writing to express my sincere appreciation and gratitude for two members of your Leicester branch, Misha, the Manager, and Leanne, for the exceptional professionalism, empathy, patience and efficiency they have shown me on two separate occasions while helping me resolve an issue involving a cancellation with Booking.com.

Their support made a significant difference to me.

As someone who has come to the UK from another country and for whom English is not my first language, making a complaint or trying to resolve a complicated issue over the telephone can sometimes be challenging. It is not always easy to understand the person on the other end of the phone, particularly when accents may be unfamiliar, and there can also be questions or terminology that you are simply not accustomed to hearing.

On top of this, when you are already nervous or frustrated because you are trying to resolve a problem, communicating clearly can become even more difficult.

On both occasions, Misha and Leanne went far beyond my expectations. They demonstrated an outstanding level of professionalism, patience, empathy and genuine willingness to help. They took the time to understand my situation, guided me through the process and made me feel that my problem was being listened to and taken seriously.

I would particularly like to highlight the human side of their service.

We live in a time when increasingly everything is being assisted or replaced by Artificial Intelligence. AI is undoubtedly an incredible tool and has many benefits, but my experience with Misha and Leanne reminded me that there is something technology can never truly replace: human warmth, empathy and the reassurance of having another person genuinely trying to help you.

That human connection is especially important when someone may already feel vulnerable because of language barriers or the stress of dealing with a difficult situation.

For this reason, I would be extremely grateful if you could ensure that Misha and Leanne receive the recognition they deserve. Their professionalism reflects exceptionally well not only on themselves, but also on Halifax and the standards of customer service that your organisation represents.

Please pass on my sincere thanks to both of them. Their kindness, patience and professionalism have not gone unnoticed, and I wanted to take the time to formally acknowledge it.

With my deepest respect and appreciation,

Manuel Hurtado

In March this year I started a dispute with Halifax.
I received numerous emails from them which did not make sense.
For example, asking me to provide a receipt which proves that the product was not working properly which is impossible as a receipt does not prove a product is not working properly.
They were sending me emails asking me to send information which I had done and then I received the same emails over and over.
This was this was from Lloyds disputes. I can only come to the conclusion I was talking to an AI, a robot.
Just recently I had another experience with a dispute.
They sent me an email last week after I had a conversation with someone over the phone explaining my dispute and the company and they mentioned the name of the company that I was dealing with back in March.
I then reply to say that my dispute is not with this company.
A week later I received the same email and I said my dispute is not with this company so I ended up calling someone just speak to someone on the phone and waited 30 minutes to talk to someone and a further 50 minutes for another department.
Before I tried calling someone I tried to message them on the app and I was speaking to no one by an AI.
It's unbelievable that they could not understand what I was saying. I asked for a phone number and they replied something completely irrelevant.
I spoke to someone called Camila.
I told her that I wanted to raise a complaint as well because this is a second time this year this issue has happened with Lloyds disputes coming up with strange emails to me which did not make sense and they did not understand my responses.
She insisted five times to put me through to Lloyds disputes and I said I was not going to wait another 50 minutes to speak to another department when I did not need to speak to that department. It was the credit card company that I was dealing with. All I wanted was for her to put things right with that department or to put it in motion.
In the end I was offered what I see as a bribe.
I was offered £50 to log the complaint but not to put it forward.
I took the payment because at the time I had spent on the phone and the stress and the frustration of them not understanding my emails considering they are supposed to be normal people and a reputable company.
I think they should get rid of this AI completely and deal with humans as it's taken too much of our time. They should also stop trying to encourage us while speaking to them on the phone to use it online chat knowing it is completely useless without a human behind the messages.

Their online banking is archaic compared with banks like Monzo. I’ve been trying to get a statement showing the last 6 months as I’m buying a house (very important to keep things moving of course) and it’s taking days to generate a digital statement. Ridiculous in this day and age. I’m going to have to go in branch which, when they’re closing branches nationally, is mad. The chat is also very slow.

Very frustrating process and would avoid banking with them again.

we avoid this place if we can.
sadly had to go in to bank some cash , only one cashier was working with 7 or 8 other staff walking around. we waited 30 minutes, spoke to another person if they could get another person at the counter, she just said no and i had to wait. i couldn't wait any longer, put the cash in a safety deposit box, upon leaving i told the lady sat near the entrance that the service was terrible and that she was very unhelpful, she just laughed.
Absolutely shocking behavior . we always try to use the self serve tills, sadly they rejected the cash and we had to go to the cashier. we will be closing our account.
disgusting behavior and service

Halifax building society is a joke - so far spent nearly 1 hour trying to get through to them and still on hold - rang number first time and after 18 mins on hold call answered then promptly cut me off.
2nd call on hold for 21 minutes then even though had my details said could not speak to me as I’m not verified, they gave me get another number to ring which I’m still on hold even though told number would get through to dept - thinking would be far easier moving money to competitors.
Update - last number was told yet again cannot get account up as I’m not ‘verified’ this is after being with Halifax from being 16 and now 71! I asked who could get me verified to access account and what was needed to sort out answer was silence so obvious they didn’t know so I threw the towel in and now moving to competition.

Closing my account in Bath with them totally incompetent outrageously poor service

Received an overpayment amount into my Credit card account and because this amount now made a credit, I wanted to transfer the credit into another of my Halifax accounts.
After putting in the amount and pressing the transfer button a message came up stating that it could not process this transfer!
Why?
What is wrong with this software? Is there anyone in the Halifax that has any software skills?

So, effectively my money is being held hostage and I cannot use it.
Shameful.
I'm expecting worse when the Lloyds transfer begins.

This is absolutely the worst bank ever. Customer service is an entirely foreign concept to them. The fact that they are not bothered at all by all the negative reviews and customer dissatisfaction should tell you exactly what to expect in your interaction with them.

Trying to be an online bank in person.

The actual customer service person I dealt with was great. Proper customer service, helpful and clear and personally would get 5*****.
My 20+ minute wait whilst 3 people in the bank were directing people to the self service machines is my main complaint.
If I am queuing up it may be because I know I need counter service not because I am senile.
Being directed to self service machines which don't like coins, or plastic notes very much isn't helpful thank you.
The organisation is shocking, £3.5 billion in 6 months and 23% increase in profit at the expense of customer service is disgraceful. A shame it couldn't do that when in public ownership.

Took way too long to sort out an issue but once sorted the staff were helpful!

ZERO rating, what an awful experience from start to finish, no wonder their branches are closing.
Trying to get access to my own account was painful, no customer service what so ever, impossible to speak to any human. POOR POOR POOR What on earth is happening to our banking services in the UK.

Trying to report a credit card transaction to which you never made is a joke. Its happened twice now and luckily I have my card permanently on freeze unless I use it. The online banking to report it is a total non starter takes a week to get anywhere and tried phoning today to report it.. By the time anything is done the fraudsters can absolutely rince your limit. Jokers Halifax are

Appalling, rude and unhelpful.

I have had a mortgage with halifax for over a year now, and due to making overpayments, my monthly amount was reduced. When I called, I was advised that it does not matter, and I could simply increase what I pay with an overpayment. but of course, my overpayment is limited to 10%, so the total amount that I can pay toward my mortgage is now less than it was before. I was told if I wanted to bring back my payments to what they were, I would have to apply to reduce the mortgage term, which would involve a 1.5 hour call with a mortgage advisor, though it would likely not take the full session. Unfortunately, the call took over 1.5 hours and I ended up having to leave as I had a meeting. Most of the call was spent trying to sell me insurance which I clearly said at the beginning I was not interested in. All of this call for just bringing my payments to what they used to be! This entire process is incredibly frustrating, and I will have to do this every year I make an overpayment? I will certainly be switching to a different lender that default to reducing monthly payments instead of shortening the term.

Very bad service

Changing to Lloyds !! Emails received since July 2026 !! Go to your app or online banking to make the change, you will receive an invite from Lloyds, so you can change to Lloyds !!!!

You must do this by a certain deadline or else !!

Have these people lost their minds ?

There are no invites anywhere and customer services don't answer the phone.

This is customer service from large corporates a la 2026.

We really have gone to hell in a handcart !!!

Halifax from a building society to fully fledged bank and then …to …nothing

Long wait (probably due to merge with LLoyds) but i got the most amazing patient agent ...Julia. She did not rush me and was so tolerant of my problem. Julia deserves big thanks from me. (Julia is based in the south area) She deserves 5 star but a start knocked off for lengthy wait...obviously not her fault .