CORONAVIRUS – FREQUENTLY ASKED QUESTIONS

We’re here to support you if you have been affected by coronavirus. We’ve answered some of our frequently asked questions below.

Banking safely
 

Helping others

 

Finance support

 

Travel and event disruption

 
  • Cancelled events

    • If you’ve bought tickets from an official seller you might be able to get your money back. Postage and booking costs are not usually refunded.
    • If you’ve bought tickets through a ticket reseller you’ll need to check their terms and conditions to see if you’ll get your money back. 
    • If you’ve paid to take part in an event or competition you may be able to get a refund but you’ll need to check the organiser’s terms and conditions.

    Postponed events

    If the date of your event is moved, your tickets should still be valid. If you can’t make the new date, ask for a refund from the company you bought the ticket from, but check your booking terms and conditions first.

    Travel and hotel costs

    If you booked travel and accommodation for the event that has been cancelled you could get a refund or be able to rebook for another date. Packages with flights, hotels and event tickets included may be covered under your travel insurance.

    Personal events

    Cancelling or postponing a personal event, such as a party or wedding will depend on what arrangements you have with your suppliers. So you’ll need to speak to them about your options. You might not get your deposit or other payments refunded if you cancel. If your supplier cancels, you may be able to get a refund, depending on the terms and conditions of your booking.

    If you have wedding insurance, check your policy or speak to your insurance provider about what you can claim.

    Making a claim for a credit or debit card transaction

    If you’ve paid for an item or service that has not been delivered, was not as described, a refund has not been received or where retailers aren’t following their terms and conditions, we can help.

    If you’ve paid with a Lloyds Bank credit card, raise a claim. If you’ve paid using your debit card, call us on 0345 300 0000 (or +44 1733 347007 if you’re calling from outside the UK).

    Lines open 7am - 11pm, seven days a week.

    Additional protection for credit card purchases

    If you’re struggling to get a refund and paid using your credit card, you may be able to make a claim under Section 75 of the Consumer Credit Act 1974. 

    Section 75 covers most credit card purchases for anything over £100 and under £30,000, meaning you might be able to make a claim through us for the loss you have suffered. Section 75 rights are only available where the seller/provider has misrepresented something or if there has been a breach of contract. Depending on the circumstances, you may be able to claim a refund and potentially some consequential losses.

    If you paid with a Lloyds Bank credit card, find out how to make a claim.

  • We can help you find out if you’re able to get a refund and how you can get your money back.

    First, you need to contact your travel provider. If you’ve done this and they haven’t offered you a refund, follow our guidance below.

    Who cancelled your trip?

    I decided to cancel

    • If you chose to cancel your booking and the service was still available, then we may be able to help you get your money back. You just need to make sure you’ve followed the travel provider’s cancellation policy.
    • If you paid using a Lloyds Bank debit card and use Internet Banking or our Mobile Banking app, find out if you can get a refund and make a claim.
    • If you paid with a Lloyds Bank credit card, by other means or are not registered for Internet Banking or our Mobile Banking app, use our Travel disruption tool to see what options are available to you.

    The travel provider cancelled

    • If the trip was cancelled by the retailer/business we may be able to help you, depending on why they cancelled your trip.  In most cases you are able to get a refund, however the provider may offer you an alternative e.g. different dates or a credit voucher. If you’re not happy with what they’ve offered or have cancelled within the terms and conditions, follow the guidance below.
    • If you paid using a Lloyds Bank debit card and use Internet Banking or our Mobile Banking app, find out if you can get a refund and raise a claim.
    • If you paid with a Lloyds Bank credit card, by other means or are not registered for Internet Banking or our Mobile Banking app, use our Travel disruption tool to see what options are available to you.
  • Your chargeback rights

    If you haven’t received what you’ve paid for, we may be able to refund you and claim the money back from the retailer – also known as a chargeback. Sometimes, retailers can dispute the chargeback if they can prove the charge is genuine so the payment could get taken from your account again.

    You’ll only receive the amount of the payment - other losses cannot be claimed. A chargeback needs to be made within a set time, usually 120 days from the date of purchase or from when the item or service was due to be received. In certain situations, it can be longer.

    How do I make a claim?

    • If you paid with a Lloyds Bank debit card and use Internet Banking or our Mobile Banking app, you can log in to find out if you can get a refund and make a claim.
    • If you paid with a Lloyds Bank credit card, by other means or are not registered for Internet Banking or our Mobile Banking app, use our Travel disruption tool for guidance on the options available to you.

    Additional protection for credit card purchases
    If you’re struggling to get a refund and paid using your credit card, you may be able to make a claim under Section 75 of the Consumer Credit Act 1974. 

    Section 75 covers most credit card purchases for anything over £100 and under £30,000, meaning you might be able to make a claim through us for the loss you have suffered. Section 75 rights are only available where the seller/provider has misrepresented something or if there has been a breach of contract. Depending on the circumstances, you may be able to claim a refund and potentially some consequential losses.

    If you paid with a Lloyds Bank credit card, find out how to make a claim.

  • If you’ve received travel vouchers but would prefer a refund, speak to your travel provider. They may be able to give you a refund instead. If they can, it may take longer to process than usual so please wait 15 days before checking you’ve been paid.

    If your travel provider is not able to offer you a refund, we may be able to help.

    Lines open 7am -11pm, seven days a week.

  • We aim to resolve all claims within 5 working days. If you’ve already raised a claim with us, we are working through these as quickly as we can.

  • When the Foreign, Commonwealth & Development Office (FCDO) or other regulatory authority only allows essential travel to a region or country, you may be able to claim under the cancellation or travel disruption terms of your travel insurance policy. Every policy will be different so it’s important you check what cover you have and what you can claim. Some travel insurance policies may only allow you to claim for trips booked before the coronavirus pandemic began so it’s worth checking what’s included.

    Travel insurance advice for booking future holidays

    Many insurance policies will no longer cover coronavirus for future bookings. So if you have an existing travel insurance policy, check with your provider to see if they have introduced any restrictions.

    If you’re looking for a new policy, have a look to see if disruption due to coronavirus is included in the cover you are buying. Don’t forget, it’s still important to take out travel insurance when you book any trips to cover you for future events.

    Accounts that include travel insurance as a benefit:

    Find out more in the FAQs or use the Travel disruption tool to see if we can help you get a refund. 

  • If there is no Foreign, Commonwealth & Development Office (FCDO) warning in place for your destination when you are due to travel and your flights, accommodation, etc. are running as normal, you are unlikely to get a refund if you don’t want to travel. Also, your travel insurance is unlikely to cover this too.

    You may be able to get a refund and/or claim on your travel insurance if you’ve received medical advice not to travel due to your health, or if you are in an ‘at risk’ group. Speak to your travel provider or insurer for more information or check the terms and conditions to see if you’re able to cancel and get your money back.

  • First, you need to check the website or any communication you may have received such as letters and emails, to understand how to get a refund.

    Many flights and holiday bookings are covered by protection schemes, such as ATOL, who may refund you when a travel provider stops trading. Most of these schemes provide you with a certificate so have a look at your booking confirmation, the travel provider’s website or their administrator. If your booking is protected, follow the guidance from your protection scheme on their website.

    If you’re unable to get a refund through a protection scheme we may be able to help:

    Stay safe

    Sometimes there can be an increase in fraud attempts when companies stop trading. Find out how to stay safe from fraud.

  • If you paid with a Lloyds Bank debit card and use Internet Banking or our Mobile Banking app, you can log in to find out if you're able to get a refund and make a claim.

    Once logged in:

    • Go to your statement screen and select the transaction that you would like to raise a dispute for (the payment made for your holiday).
    • Click ‘Help with this transaction’.
    • Select the question ‘Travel Plans no longer going ahead? Find out if you can get your money back’ and use our Travel disruption tool.

    To raise a claim you’ll need:

    • Name of the retailer.
    • Transaction amount and date. 
    • Date you were expecting to travel.
    • Description of what was included in your trip that’s no longer going ahead.
    • Why your retailer has been unable to help.

    If you paid with a Lloyds Bank credit card, by other means or are not registered for Internet Banking or our Mobile Banking app, you can still use our Travel disruption tool for guidance on the options available to you.