Disputing a payment on your Lloyds Bank credit card

If you see a credit card transaction which you do not recognise, we can help you make a claim.

Contents

  1. How do I cancel a subscription?

    When you need to cancel a subscription with a company we can assist in cancelling future recurring payments from your account. We suggest that you also try to cancel with the company yourself.

    Back to top

  2. A company has taken more payments after I cancelled my subscription. How can I claim my money back?

    We may be able to claim back any payments taken after the date you cancelled. All you need to do is contact us with the name of the company and the date of the last payment and the date and method you used to cancel the payments.

    Back to top

  3. I don't recognise a payment on my account. What should I do?

    If you’re not sure about the details of a transaction on your account it may be that you don’t recognise the date, amount or company name. Please contact us with your account details, the date of the payment and the name that appears on your statement and we’ll do our best to help.

    Helpful hints:

    • Have you checked with all account holders?
    • Have you made a similar payment to a company with a different name which hasn’t shown on your account?
    • Have you used another company to make a purchase? For example Amazon, eBay, PayPal?
    • Have you searched online for the company name?

    If the payment you don’t recognise is to a hotel or car-hire company that you have used, this may be a payment known as a ‘final audit’. See: I have been charged extra by a hotel, cruise ship or car-hire company. What can I do?

    Back to top

  4. A company has charged me the wrong amount. What can I do?

    Please contact us with your account details, the date of the payment and the name that appears on your statement and we’ll do our best to help.

    You may be able to claim under Section 75 of the Consumer Credit Act 1974.

    Back to top

  5. I've been charged more than once for the same transaction. What can I do?

    If you have been charged more than once for a purchase made through the internet, mail order or over the phone we may be able to claim the amount back from the company. If this has happened to you please contact us.

    Where you've entered your PIN twice at point of sale, we recommend that you seek assistance from the company first. They may be able to process a refund to your account.

    Credit Cards (Visa)

    When the payment was made using the internet, mail order or telephony we will need the date, amount and name of each payment showing on your statement for us to review your dispute further.

    Credit Cards (Mastercard®, Amex)

    For us to review your dispute further we need some details from you:

    • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given
    • Confirmation that your card was in your possession at all times
    • If there was any error at point of sale which resulted in you having to enter your PIN twice.

    If the company has given you a refund receipt, but no refund is showing on your statement, see: A refund is not showing on my statement. What can I do?

    You may be able to claim under Section 75 of the Consumer Credit Act 1974.

    Back to top

  6. I have not received something that I ordered. What should I do?

    If the date that you were expecting to receive your goods or service by has passed or you’ve received written confirmation you won’t receive the goods or service, we can review your dispute. If you weren’t given a specific date, we must allow the company 30 days to fulfil your order.

    Credit Cards (Visa)

    We need you to contact us after the date you expected the services or goods, or 30 days after it shows on your statement if you didn’t receive a delivery date. When you contact us we’ll need to know the date and the amount of the payment that was taken from your account and the name of the company it was paid to. We will also need to know the following to progress the claim:

    • A detailed description of the item or service ordered
    • The expected delivery date for the goods/services
    • Confirmation of the delivery address
    • How you tried to resolve this with the company and any response given.
    Credit Cards (Mastercard, Amex)

    For us to review your dispute further we will require a few things from you to enable us to investigate:

    Back to top

  7. I have received something different to what I ordered. What can I do?

    If what you received differs from what your invoice states we may be able to raise a claim in an attempt to retrieve your money back from the company.

    Before we can raise a dispute, you must have tried to resolve the issue with the company and returned the goods. We need proof of the return of the goods. From the date the items have been returned, we must allow the company 15 days to provide either a refund or replacement items.

    If you don’t receive a refund or replacement after 30 days from return date, we will require a few things from you to enable us to investigate:

    • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given
    • An invoice showing what was ordered
    • Proof of what was received (including details of differences)
    • Proof of return to the company and proof the company have received the returned goods (If returning goods, we suggest you use a tracking method)

    Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.

    If you believe the goods are fake or counterfeit, please see: I ordered genuine goods and have received counterfeit goods or a letter from Customs and Excise. What can I do?

    You may be able to claim under Section 75 of the Consumer Credit Act 1974.

    Back to top

  8. I have received faulty or damaged goods. What can I do?

    If the item is faulty or damaged when you receive it and you have been unable to resolve the issue with the company directly, we may be able to raise a dispute against the company for the amount paid.

    Before we can raise a dispute, you must have tried to resolve the issue with the company. You must have also attempted to return the goods or made them available for collection to the company. When returning goods we suggest you use a tracking method as we will need proof of the return.

    We must allow the company 30 days to provide either a refund or replacement items. If you don’t receive a refund or replacement after 30 days from return date, we will require a few things from you to enable us to review your dispute:

    1. A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given
    2. An invoice showing what was ordered
    3. Proof of what was received (including details of any fault or damage)
    4. Proof of return to the company and proof the company have received the returned goods (If returning goods, we suggest you use a tracking method)

    Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.

    You may be able to claim under Section 75 of the Consumer Credit Act 1974.

    Back to top

  9. An item I have purchased has developed a fault. What can I do?

    Where goods were received in working order but later developed a fault, you may be able to claim under Section 75 of the Consumer Credit Act 1974.

    Back to top

  10. I ordered genuine goods and have received counterfeit goods or a letter from Customs and Excise

    If your goods have been seized at Customs and you have received a letter confirming this, we can use this letter as supporting documentation to assist in a claim to obtain a refund for the items you purchased.

    If you received goods that you believe are fake, we can help you to claim the money back if we have evidence of this.

    Some brands provide online assistance to confirm goods are counterfeit. For example, Ugg allow you to check if the company you purchased from is genuine. We can use this as supporting evidence to assist in securing your refund.

    We will require a few things from you to enable us to review your dispute:

    1. A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given. 
    2. A confirmation or invoice of what was ordered 
    3. Proof of what was received (including confirmation from ‘an expert in the field’ or customs that the item was fake) 
    4. Confirmation of the current location of the goods 
    5. The date you received the goods or customs and excise letter.

    Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.

    You may be able to claim under Section 75 of the Consumer Credit Act 1974.

    Back to top

  11. A refund is not showing on my statement. What can I do?

    If the company tells you they will refund you, we must wait 15 days to see if that refund does show on your account. If it hasn’t been 15 days yet, we recommend that you discuss your concerns with the company.

    We recommend that you try to resolve these issues with the company in question first; they may already be aware of the problem and be happy to resolve the issue for you.

    If you don’t receive a refund after 30 days from the date on your refund voucher, we will require a few things from you to enable us to review your dispute:

    1. A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given. 
    2. A copy of the refund voucher showing at least the last 4 digits of the card refunded, the date of the refund and the amount of the refund. If you do not have a refund voucher, we suggest you raise your concern with the company.

    Once we receive the documentation, we will be happy to assist. We recommend that you only send in photocopies of receipts and invoices.

    See also:

    I have not received something that I ordered. What should I do?

    Claims under Section 75 of The Consumer Credit Act 1974.

    Back to top

  12. I expected a better quality of goods. What can I do?

    You may be able to claim under Section 75 of the Consumer Credit Act 1974.

    Back to top

  13. I ordered samples/free trials from a company and now I have incurred extra costs, what can I do?

    You may have been asked to enter personal details for postage and packaging of sample products or trial terms. At the time you may not have realised that the company was asking for permission to take further payments from your account through their terms and conditions.

    We may be able to help you if you have cancelled with the company before they have taken a payment or if you wish to stop future payments from being made to the company, or if you haven’t received goods that were paid for.

    See also:

    A company has taken more payments after I cancelled my subscription. How can I claim my money back?

    How do I cancel a subscription?

    I have not received something that I ordered. What should I do?

    Back to top

  14. I have been charged a fee to search for a loan. What can I do?

    Sometimes when you’re seeking a loan online, you may be charged an administration or broker fee. These are charged by the company for searching for a loan on your behalf.

    If you have not searched for a loan, or you have contacted the company and they do not hold any of your details, we may be able to raise a claim.

    See also: I don’t recognise a payment on my account. What should I do?

    If you have searched for a loan, we suggest that you speak directly with the company you used. Broker’s terms and conditions often advise that if they are unable to find a loan, your details may be passed on to other companies to perform a similar service.

    Back to top

  15. I have been charged extra by a hotel, cruise ship or car-hire company. What can I do?

    If the company has not made you aware of why they have taken a further payment, we will review the details of your dispute to see if we can assist you in securing a refund. We need to try to contact the company first to see if they are able to provide you with a reason for the extra payment. The company may be able to provide a valid reason or may provide you with a refund themselves. If the company is not willing to assist, we may be able to help.

    You may be able to claim under Section 75 of the Consumer Credit Act 1974.

    Credit Cards (Visa)

    To raise a claim where you haven’t been informed of a payment being taken from your account, we will need you to get in contact with us. It will also help your case if you are able to tell us how you have tried to resolve the dispute with the company as this may assist in the claim.

    Credit Cards (Mastercard, Amex)

    We will require a few things from you to enable us to investigate:

    • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given
    • A copy of the original invoice.

    Back to top

  16. Claims under Section 75 of The Consumer Credit Act 1974

    Section 75 of The Consumer credit Act 1974 gives credit card customers legal rights if they’ve paid for goods or services using their credit card. It applies when the total price of the goods or services is between £100 and £30,000 and all or part of the purchase price was made using a credit card.

    If you’ve bought something using your credit card, the credit card issuer and the merchant may be equally liable for compensating you if things go wrong. For example if there's a breach of contract or misrepresentation by the merchant against you, you may be able to successfully claim a refund through us.

    We will need to show that the company has not complied with their legal obligations or has misled you. For all cases we will need the following documentation:

    • A full covering letter detailing the exact nature of your claim and what you have done so far to resolve it directly with the company.
    • A copy of your invoice, contract and terms and conditions – if available
    • A copy of all additional payments made to the company that are not on your credit card.

    Depending on the scenario of your claim we may also need any other supporting evidence which is related to the case. For example, evidence that the company is no longer trading, copies of warranties, photographic evidence etc

    We recommend that you only send in photocopies of receipts and invoices.

    Back to top

  17. Contacting us

    By phone

    Call our Credit Card helpline on 0345 606 2172. If you need to call the Credit Card helpline from abroad, the number is +44 1702 278 272.

    By post

    If you do not wish to speak to our helpline, but you have the documentation required, please send it to the address below:

    Lloyds Banking Group PLC
    Pitreavie Credit Card Operations
    BX1 1LT

    Don't forget to tell us if your claim relates to Section 75 or a General Dispute and to include your card number.

    Please view our Contact Us page to contact us about anything else.

    Back to top