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    Common complaints – FAQs

    We have compiled a list of frequently asked questions which offer answers and solutions to our most frequently received complaints.

    FAQs

    FAQs

    • 1.
      Tell me about mortgage arrears fees refunds?

      Information and a full set of FAQs which explain how we are refunding mortgage arrears fees are available here. Please read these before you ask a question via our complaint service.

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    • 2.
      Why has my card transaction been declined?

      There are a number of reasons why your transaction may have been declined, these could be:

      Insufficient funds

      Check your balance and make sure you have enough available funds to complete the transaction.

      You’ve exceeded your cash machines daily withdrawal limit

      if you hold a Lloyds Bank current account, the amount you can withdraw at a Cashpoint or other cash machines is £500 per day. This daily cash withdrawal limit also applies overseas.

      Your card isn’t activated

      If you’re using a credit card, check that the card has been activated. Follow the instructions on the sticker on the front of the card or if you are already registered for Internet Banking, you can activate it online. You can also activate your credit card over the phone, once you have received it, by calling us on 0800 032 0444.

      Your card has expired

      Check the expiry date on your card, we will issue you a new card prior to your existing card expiring

      If you're using your card to pay for something online or over the phone, your transaction may have been declined because of the following:

      Incorrect CVV number

      Check that you have entered this correctly. This is the last 3 digits of the security code on the signature strip on the back of the card. If you’re using your card to pay for something online or over the phone, you should be asked for your CVV number.

      Your name and address don’t match our records

      Your billing address should be the same as the address we hold for you on our records. You can often choose to add a different delivery address if required.

      If you’re still having difficulty then please get in touch:

      Debit cards
      call us on 0345 300 0000

      If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)1733 347 007.

      Credit cards
      Call us on 0345 606 2172

      If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)1702 278 272.

      Calls to 03 numbers are charged at no more than local rate.

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    • 3.
      Why has my online payment not been sent?

      There are a number of possible reasons why your payment has not been sent. These could be:

      You've exceeded payment limit

      There is a maximum daily limit applied to all electronic payments. Find out more about payment limits.

      Payment made in error

      If you’ve sent a payment in error we’ll try and retrieve the funds.  You should contact the beneficiary and attempt to retrieve the funds before calling us as this is a quicker route.

      Beneficiary hasn't received the funds 

      If you’ve sent money to a person or a company and they haven’t received it, firstly check that their sort code and account details you used are correct. If you’re sending money to a company then they usually require a reference to be able to match it to you. Please check that the reference you entered is correct, e.g. for a credit card this will be the 16 Digit account number.

      If you’re still having difficulty then please call us on 0345 300 0000 so that we can look in to this for you. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)1733 347 007.

      Calls to 03 numbers are charged at no more than local rate.

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    • 4.
      My balance is not what I expected, why are some transactions missing?

      When you use your card and the retailer tells us about the transaction, we’ll deduct this from your available balance immediately. When you make a small or a contactless transaction, the retailer doesn’t always let us know before you see the money come out of your account. This means we cannot always deduct the transaction from your available funds until we receive it a few days later.

      If you make small transactions with your card then it’s a good idea to keep a track of them to make sure you have enough money in your account to cover them, in order to avoid going overdrawn or over your credit limit.

      The best way to keep track of spending on the go is through our Mobile Banking app

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    • 5.
      How can I change my overdraft limit?

      If you already have an overdraft then we’ll review the limit at least every 12 months. If you need to increase your limit or remove your overdraft limit, you can do this through Internet Banking . If you’d prefer to speak to someone, or want to decrease your limit, then you can call us on 0345 300 0000. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)1733 347 007.

      If you already have an overdraft then we’ll review the limit at least every 12 months. If you need to increase your limit or remove your overdraft limit, you can do this through Internet Banking (hyperlink to https://online.lloydsbank.co.uk/personal/logon/login.jsp?WT.OBALO , link text: log on to internet banking (opens in same browser window). If you’d prefer to speak to someone, or want to decrease your limit, then you can call us on 0345 300 0000. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)1733 347 007.

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    • 6.
      Why is my overdraft being reduced?

      We want to make sure your current account meets your needs, so we review overdraft limits at least every 12 months. If we've noticed you are not using your entire planned overdraft, then we may reduce it.

      If you want to discuss your overdraft with someone then please call us on 0345 300 0000. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)1733 347 007.

      Calls to 03 numbers are charged at no more than local rate.

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    • 7.
      I haven't received my card/PIN

      When you report your card as lost or stolen, your new card will be sent via 1st Class post. You should receive your new card within 3-5 working days. If you’re expecting a new card as yours is due to expire, then you should receive it around a week before your old one expires. There’s no need to activate the card, you should use it straight away and discard your old card securely.

      If you haven’t received your card, or if your card has expired but you haven't received a replacement, then please contact us:

      Debit cards
      0345 300 0000

      If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)1733 347 007

      Credit cards
      0345 606 2172

      If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)1702 278 272.

      Calls to 03 numbers are charged at no more than local rate.

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    • 8.
      I haven't received the Cashback I was expecting.

      If you’re registered for Everyday Offers you will receive a Cashback directly in to your account on or before the last working day* of the following month whenever you select and use an offer on your credit or debit card.

      *Working days are Monday to Friday, apart from bank holidays.

      If you have activated an offer but haven't received the money, firstly check the terms and conditions by signing into Internet Banking and selecting the ‘My offers’ in the ‘Everyday offers’ section.

      If you have activated the offer and spent money at the retailer as per the Terms and conditions but are still having problems, please contact us on 0345 606 6406. If you're calling from outside the UK or prefer not to use our 0345 number, call + 44 173 346 2253. If you have a hearing impairment, please use textphone 0345 300 2280 or +44 173 3347 515. Lines are open Mon to Fri 7am - 10pm, Sat and Sun 8am - 6pm

      Calls to 03 numbers are charged at no more than local rate.

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    • 9.
      I am having difficulty signing in to Online Banking.

      When you register for Internet Banking you’ll have been given or chosen a username, this is required to sign in. If you’ve used Internet Banking before and need a reminder, then select the forgotten your user ID.

      You’ll also have chosen your own password and memorable information. Both contain a mixture of letters and numbers and are required for you to sign in. If you can’t remember either of these and need to reset them, you can choose the forgotten your password.

      If you’re unsure if you have registered or if you need help resetting your details, please call us on 0345 300 0000 and we’ll be happy to help you. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0)1733 347 007.

      Calls to 03 numbers are charged at no more than local rate.

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    • 10.
      I’m unable to make a payment from my savings account.

      Some savings accounts will not permit Faster Payments, others will restrict withdrawals or impose charges. This is because our savings accounts are designed to put money aside and grow balances over time and not for ‘day to day’ payment facilities. You may find a current account better suits your needs if you need to pay bills, make purchases, or send money by Faster Payments.

      If you are still looking to make a payment from your savings account and hold a current account with us, you can transfer funds from your savings account into your bank account and use it to make a payment.

      If you don’t hold a current account with us, then please visit one of our branches. We can provide you with cash, write you a cheque or arrange to send a CHAPs payment, but please note charges may apply.

      For more help or information, please call us on 0345 300 0000. If you're calling from abroad or would prefer not to use the 0345 number, you can call us on +44 173 334 7007.

      Calls to 03 numbers are charged at no more than local rate.

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    Important legal information

    Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.

    We may monitor or record telephone calls to check out your instructions correctly and to help us improve the quality of our service. Calls from abroad are charged according to the telephone service provider’s published tariff. Not all Telephone Banking services are available 24 hours a day, 7 days a week. Please speak to an adviser for more information.