Halifax customer service - dreadful

worriedfirsttimebuyer

I am a FTB and an in the middle of sorting my mortgage with Halifax. I didn't use a broker but approached them directly as they were the only place offering 97% LTV and the rate wasn't too bad. I realise now that using a broker meas the broker chases people up when people don't do their jobs properly, instead I've had to do the chasing.

I have been appalled by the level of customer service by the mortgage advisor I was assigned to. She has been unhelpful and unprofessional at every step of the way.

I have made some telephone calls to the branch - not many, I know the difference between making enquiries and pestering, maybe 12-15 over the course of a month. All but once, she has been "on another call" and "will call me back" - SHE NEVER DID.

All my enquiries have been met with evasive and vague answers. My initial meeting to get a mortgage promise was rushed through in 10 minutes with no explanations of anything.

Frankly, I have experienced better customer service in Aldi (but I wasn't giving them over £100,000...)

How can I complain about this level of service and who should I address my complaints to?

Has anyone else had a problem with Halifax? I am so annoyed about this!

MikeLB

When I took out my FTB Mortgage with Halifax 2 years ago through an IFA, I had no end of problems with Halifax at the beginning. The worst was when they withdrew my mortgage offer 48 hours before I signed for the house, due to the fact they claimed not to know the house would be on a joint title deed with my father for a few years.

A solicitor's call later sorted it out in record time.

I had a few niggles with them after that, payments taken on wrong dates, paperwork issues. So what I did was close one HBOS product every time they screwed up (As a BoS customer for years before I had quite a few things with them). All I was left with was the Mortgage and 2 Current Accounts. I lost the rag and after the last problem I stated to them 'The Mortgage gets transferred next if you cant get this right'

And ever since Mid-2003, faultless. All instructions carried out, huge overpayments every month with no penalties applied, absolutely brilliant and I cant fault them anymore.

I complained via the telephone lines and in writing to Head Office (pre HBOS so not sure where it is now). I have never dealt with the branch when it comes to the Mortgage and the Call Centre is surprisingly good at dealing with things. I would try them first, they have a section dedicated to people with Mortgage Offers etc. They are based in ireland (IIRC) but are very honest and always explain things very well.