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COMPLAINTS – HERE’S WHAT WE’LL DO

If you have a problem we can help

We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, we will always try to resolve the problem quickly and to your satisfaction. If you are unhappy with the response from your local branch or the telephone banking team, you can take your complaint further through our complaints procedure.

Stage 1 – Where you first make your complaint

As Banco Halifax Hispania is a Spanish bank and regulated by the Bank of Spain, all complaints will be answered by the English speaking Customer Relations team in Spain.

Their contact details are;

by e-mail: atencion.cliente@halifax.es
by post: C/ Anabel Segura, 16-18.
Edificio II. Planta 3.
28108 Alcobendas - Madrid


We aim to respond to your concerns within 48 hours of your complaint being received in Spain. If you have sent your complaint by e-mail, we will e-mail our response. If your complaint has been delivered by post, we will reply by post. Please be aware that the post between Spain and the UK can take up to 5 days.

If your complaint is more complex then it may take longer to complete our investigation. Where this happens we will still respond within 48 hours and advise you of the time we need to complete our enquiries. However, this period will never exceed 60 days.

Stage 2 – You can contact the Ombudsman

Ombudsman Service

If you are not happy with the response, you can ask for your complaint to be referred to Banco Halifax's Internal Ombudsman. The Internal Ombudsman has delegated authority from the Banco Halifax Board of Directors.

by e-mail: defensor.cliente@halifax.es
by post: C/ Anabel Segura, 16-18.
Edificio II. Planta 3.
28108 Alcobendas - Madrid


The Ombudsman will complete his review as quickly as possible but depending on the complexity of the complaint a full response could take up to four weeks.

Bank of Spain

In the unlikely event that you remain unhappy you can ask the Banco de España, Servicio Jurídico de Reclamaciones (Bank of Spain, Customer Complaints) to help. This is an independent service.

The contact address is:

                    Banco de España
Servicio Jurídico de Reclamaciones
C/ Alcalá, 48
28014 Madrid

Please note that Banco de España will not review a complaint unless previously referred to the Banco Halifax Customer Relations or Defensor del Cliente


The information given in this site is under Spanish Jurisdiction and it is not intended for users under any other Jurisdiction that requests other requirements regarding the publishing of financial products and services. Banco Halifax Hispania, S.A., is a Spanish credit institution under the supervision of the Bank of Spain (Banco de España), with social address in Alcobendas (Madrid), C/ Anabel Segura, 16, registered in the Spanish Register of Banks and Bankers (Registro de Bancos y Banqueros) with the number 0217. Reg. Merc. Madrid, T.6799, L.O.F. 108 Sec.8ª, H.M.-110714, Inscrip. 1ª, N.I.F. A-80481765. This is a Spanish company site therefore you are informed all contracts signed with the bank will be in the Spanish language only.