Halifax: most-reported complaints
Automated analysis of 173 public Trustpilot reviews published 2026-07-17 to 2026-09-24. TrustScore 1.7 from 6,382 total reviews — see the Trustpilot page. Quick answer: is Halifax legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, citing 67 instances out of 150 identified complaints. Account and app problems are the second most frequent issue, with 52 reports, followed by support being unreachable in 51 cases. The remaining 13 complaints fall under other categories. Trends for these issues are described as flat.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company has not claimed its Trustpilot profile and uses Trustpilot’s paid features. We last checked this profile on 2026-09-26 and found 6 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 273 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Halifax Insurance direct debit HELP !!!!”, “Halifax insurance”, “halifax insurance”.
TrustScore over time
1.7 → 1.7 across 12 census measurements since 2026-08-23. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-23 (0%, 0.0d) · 2026-08-26 (0%, 0.0d) · 2026-08-29 (0%, 0.0d) · 2026-09-01 (0%, 0.0d) · 2026-09-04 (0%, 0.0d) · 2026-09-07 (0%, 0.0d) · 2026-09-10 (0%, 0.0d) · 2026-09-13 (0%, 0.0d) · 2026-09-16 (0%, 0.0d) · 2026-09-20 (0%, 0.0d) · 2026-09-23 (0%, 0.0d) · 2026-09-26 (0%, 0.0d).
Severity: 27% of this company’s 150 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (155 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 827 decisions naming this firm, of which 17.4% were upheld in the customer’s favour (101 upheld, 43 partly upheld, 683 not upheld).
Covers decisions dated 2012-06-10 to 2026-08-04, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
What their policy promises
complaint process: app or online banking
“Get answers to your everyday banking questions. Log in to our app or online banking to get in touch.”
complaint process: up to £120,000
“The Financial Services Compensation Scheme (FSCS) protects up to £120,000 of the eligible money you hold with us.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-22.
Policy-page monitoring
We monitor this company’s published policy page for changes. 2 changes detected since we started watching on 2026-09-01:
- 2026-09-15: +1/-1 lines; added: [Error 1007 ID: 18.dab31402.1789490674.26af7141]; removed: [Error 1007 ID: 18.42173317.1788885866.d68cfaa] (snapshot)
- 2026-09-08: +1/-1 lines; added: [Error 1007 ID: 18.42173317.1788885866.d68cfaa]; removed: [Error 1007 ID: 18.42173317.1788281062.1e52bbd3] (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Sector benchmark: support unhelpful makes up 45% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 857 of this company’s 6,382 Trustpilot reviews (13%) were written in the last 12 months.
What are the most common complaints about Halifax?
Support unhelpful
67 reports · 45% of complaintssteady“I was told "The Computer says no !" I then asked what I could do and was told I had to drive to where I was buying the car from”
4 readers marked this review helpful on Trustpilot.
“I have 10 complaints and none have been answered after 8 weeks”
3 readers marked this review helpful on Trustpilot.
“I was horrifid to find that the transaction had actually worked and I had paid my husband three times!!!”
3 readers marked this review helpful on Trustpilot.
Account/app problems
52 reports · 35% of complaintssteady“I had multiple logon/logouts/ system problems/please try later messages”
4 readers marked this review helpful on Trustpilot.
“I was horrifid to find that the transaction had actually worked and I had paid my husband three times!!!”
3 readers marked this review helpful on Trustpilot.
“Halifax suspended my online banking without warning”
3 readers marked this review helpful on Trustpilot.
Support unreachable
51 reports · 34% of complaintssteady“do not expand the number of ref people in the call centres.”
4 readers marked this review helpful on Trustpilot.
“wait time is in excess of 20 minutes”
4 readers marked this review helpful on Trustpilot.
“I have 10 complaints and none have been answered after 8 weeks”
3 readers marked this review helpful on Trustpilot.
Other
13 reports · 9% of complaintssteady“Not so much as a letter, email, or call!”
2 readers marked this review helpful on Trustpilot.
“1 cashier on first thing in morning -4 wandering around with iPads not able to help anyone”
2 readers marked this review helpful on Trustpilot.
“They have NEVER ever been willing to lend to me, discuss mortgage options, personal loans or anything else.”
2 readers marked this review helpful on Trustpilot.
Billing errors
7 reports · 5% of complaintsfalling“money not to leave my account again”
2 readers marked this review helpful on Trustpilot.
“Halifax took an unauthorised/inflated amount from my account”
1 reader marked this review helpful on Trustpilot.
“Didn’t notify that a charge had been declined”
1 reader marked this review helpful on Trustpilot.
Overcharging
4 reports · 3% of complaintsrising since 2026-09“my interest rate is much smaller than expected.”
2 readers marked this review helpful on Trustpilot.
“I closed my account with them and they added a fee to my account after I closed it.”
1 reader marked this review helpful on Trustpilot.
“I'm fed up getting bank charges abroad”
Compare Halifax with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.