If there’s a transaction on your account you think is incorrect, or there’s an issue with something you’ve purchased, start by contacting the business or retailer. If you’ve already made contact with them, please read on. If you have a transaction you don’t recognise, please read our I don’t recognise a transaction.
Transaction issues are often resolved faster by contacting the business or retailer directly. They will be able to look at your case in more detail and it may save you some time. It’s important to understand your rights because they usually determine how we can help you.
When we can’t help, or at least not right away:
When we may be able to help:
You've been charged for a subscription fee with a business or retailer, but you cancelled this with them directly and in advance.
You've cancelled a regular Direct Debit payment, but you see a pending transaction with that business or retailer on your account. It hasn't been taken from your balance yet.
You bought two chairs for your house online, but when they were delivered only one chair had been sent. You've contacted the business or retailer and they can't help.
Try the following:
We’ll work hard to resolve your issue as quickly as possible but we need a few things from you first:
Want to speak to us directly? There are a few ways you can get in touch:
When you’re logged on to our Mobile Banking app, you can use our Internet Banking instant chat service – it’s the best way to get answers quickly.
Our telephone banking lines are open 7am - 11pm, seven days a week.
Because of Section 75, if you’ve bought something with your Lloyds Bank credit card, the business or retailer and Lloyds Bank may be equally responsible if things go wrong.
So, for example, if the item or service is faulty, doesn’t arrive or isn’t as described, you may be able to claim a refund from either the business or retailer or from Lloyds Bank.
Learn more about How Section 75 protects your credit card spending. Then, if you’d like us to take your case a step further, we’ll need a few things from you:
If you’ve noticed a difference between your account balance and your available funds or credit, it may be due to a pending transaction.
Usually pending transactions are deducted from your available funds or credit and the transaction shows as pending on your account until the payment process is complete. Most contactless transactions appear on your statement within a few days.
If you want to question a pending transaction, we can look into it as soon as it shows on your statement page.
Always cancel subscriptions with the business and retailer you took it out with first. We can then look at any future subscription payments and stop them for you. In order to do this we’ll need a few things: