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.
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To keep your money safe, we’d recommend not carrying large sums of money. A quick way to pay is by using your debit card.
If you’re paying for something in a shop, restaurant or business that has a contactless reader, all you need to do is hold your card over the reader to pay. You can do this for any payments up to £100.
For added security, every now and again you may be asked to enter your PIN. Our contactless page has more details.
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If you lose your card or if it’s stolen, cancel your card and request a new one. You can do this on our app too. If you think you’ve just misplaced your card, you can freeze your card using our Mobile Banking App.
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If you do need to visit us in branch, please check our branch finder page for the latest opening hours before you visit.
Can we save you a trip? There are lots of ways to stay on top of your money that don’t involve going to a branch:
- On our app or Internet Banking – to stay on top of payments, you can manage direct debits and standing orders, pay a bill or person and even pay in a cheque on our app (up to £5,000 per cheque and up to £5,000 in total per day).
- Check your balance – you can check your balance online, by phoning telephone banking and using our automated service or at an ATM.
- Planning a move? To keep your moving plans moving, you can calculate your borrowing online, as well as speak to a Mortgage Adviser over video or phone.
- Need to manage your overdraft? Visit our overdraft hub.
- Applying for a loan? More information about loans.
- Need a home insurance quote? Visit our home insurance hub.
Don’t forget, you can also bank at your local Post Office. You can check your balance, take money out and pay cash or cheques into your current account.
- On our app or Internet Banking – to stay on top of payments, you can manage direct debits and standing orders, pay a bill or person and even pay in a cheque on our app (up to £5,000 per cheque and up to £5,000 in total per day).
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Internet Banking and our Mobile Banking app are safe and simple ways to bank online.
You can:
- View your balance and transactions at any time.
- Pay bills and send money to people.
- Manage your direct debits and standing orders.
- View your PIN for your credit or debit card using our app.
- Pay in cheques using our app - up to £5,000 per cheque and £5,000 in total per day.
- Freeze transactions – control how your cards are used by freezing some transaction types on our app.
Find out how to register for Internet Banking or register now.
Supporting friends and family outside the UK
You can send up to £100,000 each day through Internet Banking or our Mobile Banking app. Follow our useful guide.
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Our managing affairs guidance gives you the support you need to care for and help someone close to you. You can find out how to help someone bank from home or set up representative access.
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How do I tell you that someone has died? How do I tell you that someone has died? expandable section
We understand that it might be difficult to deal with your loved one’s accounts right now so we’ve made the next steps as simple as possible.
Please notify us as soon as you can. Once you’ve told us, we’ll put a stop on the accounts. So we can understand the next steps and close the accounts, you’ll need to provide us with a copy of the death certificate. If you already have this, call 0800 015 0012 (or +44 1733 261630 if you’re calling from outside the UK) to speak to us or to book an appointment in branch. We’ll take you through everything you need to know, what will happen next and answer any questions.
More information can be found on our dedicated bereavement page.
Lines open Monday to Sunday, 8am to 8pm.
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If you’re struggling to make monthly repayments on your loan, credit card or mortgage, we have support options that could help.
For rent payments, find out what support and advice you can get from the Government and other organisations.
If you have Payment Protection Insurance, you may be able to claim. For more information visit our PPI page.
What other help is available?
- Our Money Worries page offers further support and guidance.
- Call MoneyHelper for free advice on 0800 138 7777. Lines open Monday to Friday, 8am to 6pm.
- Use the Money Navigator Tool from MoneyHelper to get a personal action plan, including what extra help and support you can benefit from.
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Redundancy support
Redundancy can be life changing. Although it may be a stressful time, it can bring new opportunities.
Visit our redundancy page where we have practical advice for managing your money, support if you need it, and resources to help you get that new job.
If you have Payment Protection Insurance (PPI), you may be able to claim. For information, visit our PPI page.
Reduced income support
- If you’re going to struggle to make your monthly repayments on your loan, credit card or mortgage, we have support options that could help.
- We also have advice and guidance to help you manage your money
- If you need access to your fixed term savings account, or are worried about your finances, please contact us to discuss your options.
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The best thing you can do is to tell someone. We've put some phone numbers below.
Sadly, economic abuse does happen. Someone close to you might be doing it - such as a partner, family member or carer. They might do things like borrow money and not give it back. Or not let you have your wages, or see your own bank account. They may damage your phone or laptop to stop you from getting support.
These are all common types of abuse. It can happen to anyone.
Economic abuse could be happening to you, especially if domestic abuse is happening too.
You are not alone.
- If you’re in immediate danger, call 999
- If you cannot speak when you call, press 55
- Or call 0808 200 0247 for the National Domestic Violence 24-hour free helpline.
If you or someone you know is facing economic abuse, learn how to keep your money and confidential information safe or call us.
You can also download the Bright Sky free app that provides support to people affected by abuse. Make sure your device is safe and you are the only one that can access it.
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Gambling can affect anyone and is sometimes difficult to manage. If you’re finding that it’s starting to affect your daily life, our online tools and tips can support you.
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If you have Payment Protection Insurance and are not able to work due to an accident, sickness or unemployment, you may be able to claim on your policy to cover your repayments. Please visit our PPI page for more information.
Payment holiday
If you have already taken a payment holiday for a mortgage, loan and/or credit card it will not affect your claim. Please visit our PPI page for details on how to contact us for more information.
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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 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, 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.
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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, visit our payment disputes page 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, visit our payment disputes page to see what options are available to you.
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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, visit our payment disputes page 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.
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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.
- If you’ve paid with your credit card, call us on 0345 606 2172 (or +44 1702 278 272 if you’re calling from outside the UK).
- If you’ve paid with your debit card, you can log in through Internet Banking or our Mobile Banking app to find out if you can get a refund and make a claim or call us on 0345 300 0000 (or +44 1733 347007 if you’re calling from outside the UK).
Lines open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week. - If you’ve paid with your credit card, call us on 0345 606 2172 (or +44 1702 278 272 if you’re calling from outside the UK).
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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.
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Every insurance provider and 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.
If you have travel insurance included as a benefit with your Lloyds Bank current account, please be aware that there is no cover as a result of changes in the FCDO travel advice for your destination.
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 unexpected events.
Accounts that include travel insurance as a benefit:
You can find more information and guidance in the FAQs (PDF, 188kb) or visit our payment disputes page to see if we can help you get a refund.
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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.
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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:
- 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.
- 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 visit our payment disputes page for guidance on the options available to you.
- If you have a Lloyds Bank current account that provides travel insurance as a benefit, you may be able to make a claim under the Financial Failure section of your policy if you have been unable to obtain a refund from any other source.
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.
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If you paid with a Lloyds Bank debit or credit 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.
Follow steps to make a claim:
- Log on to our Mobile Banking app.
- Go to your statement screen and select the transaction you would like help with.
- Select 'Help with this transaction'.
- Select the question 'Paid for an item or service and have an issue?'
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 visit our payment disputes page for guidance on the options available to you.
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View the latest from the main travel companies below.
- British Airways
- EasyJet
- Emirates
- Hays Travel
- Jet2.com
- Love Holidays
- Ryanair
- Tui
- Trailfinders
- Virgin Holidays