Halifax - contacting their senior management?

everlastingbluf

Hi Forum,

I wish to dispute a mortgage for a family member (they are elderly and I am taking up the matter for them), held with Halifax.

We're not happy with what has gone on, and I want to write to someone very senior who has the power to waive the remaining mortgage obligations.

Does anyone know who I should be e-mailing/writing to? Russell Galley the MD? Or maybe someone senior enough (board level) that will actually listen, and has the power to do something! Any relevant name(s) and contact address will be greatly received.

Thank you all

davidmcn

I would have thought it would be more useful to go through their normal complaints procedure. Or have they already done that?

[Deleted User]

Address it to anyone on the board and it will get sent to executive complaints.  Also if you mention going to the press they will send it to executive complaints as well.  It wont gain you much beyond the normal complaints procedure though.  Im pretty sure its just a different signature on the letter that comes out but the same people who do all the complaint handling.
Halifax is part of the biggest banking group in the country and the regulator constantly reviews their complaints mangement to ensure its being followed.  If you arent happy with their response then you can go to the ombudsman, the same rights that everyone else has.   

You wont get a magic soluction just by sticking a name at the top of a complaint.  Otherwise everyone will do that.    Put a board members name and it will get passed back down the line and end up with where it would have been if you had just followed the normal procedure

Source: Used to work for Halifax and worked in complaints management at ahead office site.  I also had a button to stick 'executive complaint handler' after my name if i needed someone to think they were being handled differently

dunstonh

We're not happy with what has gone on, and I want to write to someone very senior who has the power to waive the remaining mortgage obligations.

That is quite an ask and a very rare outcome.  It would need significant failures for that to be even considered.     Is it a failure of the sales process (in which case, did Halifax even sell it - most of theirs are broker/estate agent arranged?) or is a failure or servicing?

Thrugelmir

What authority do you have to represent them and act on their behalf? 

Galloglass

Thrugelmir said:

What authority do you have to represent them and act on their behalf? 

They may not even talk to you about someone else's financial position, quoting Data Protection, so the suggestion to get some sort of authority is very valid.

csgohan4

Are you thinking the mortgage is mis-sold  by any chance? I assume they were of sound mind and not vulnerable/elderly when they took out the mortgage many years ago?

On what basis do yo have a complaint? 

everlastingbluf

Dear all

Thank you for all the replies.

Without going into the details (just because this is a public forum), I don't think the bank will have any issue with me acting for them regarding the complaint, and it is not a complaint as such but it is a serious matter and I do actually think it would be relevant at board level.

Again sorry to be evasive but the details are not something I can put in a public forum right now.

But going back to my original query, can anyone help with relevant contact details?

Thanks all

[Deleted User]

Write to anyone at a senior level and it will get passed back down the line to complaints.   Just register it as a complaint and then it is tracked and dealt with under the FCA guidelines.   Send it to someone randomly and they can lose it in a mailbox or take weeks to get back to you with no recourse as you dint register as a complaint so they arent held to timescales

Thrugelmir

Start your complaint through the normal channels and escalate from there. Enough layers of management who are better placed to deal with your query than the board of Lloyds Bank. Who have more important matters to address when they meet once a month. 

Jack_Cork

There is a similar thread here
https://forums.moneysavingexpert.com/discussion/6152768/halifax-not-taken-a-payment-for-3-years#latest 

Maybe you could join forces?