We are experiencing a high number of calls at the moment. So that we can support those in the most vulnerable situations, please only call if it is urgent. Remember, you can do most of your banking tasks yourself online, either using our app or through Internet Banking

 

I recognise a transaction but want to question it

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.

Understand your rights

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.

Making a claim for a cancelled package holiday, flights or accommodation

If you’re struggling to get a refund from the travel provider, and you paid on a Lloyds Bank credit or debit card, we may be able to help. Use our travel disruption tool to see the options available to you before making a claim.

If you use our Mobile Banking app and paid with a Lloyds Bank debit card, you can now use our handy travel disruption tool within your app. 

You can do this by logging onto your app and following our handy guide to complete the below 5 steps:

  1. On your statement screen, select the payment you want to dispute. This could be a holiday or flight you have purchased.
  2. Once you’ve selected the transaction you will be able to click ‘Help with this transaction’. This can be found at the bottom of your screen.
  3. Select the question ‘Holiday no longer going ahead? Find out if you can get your money back’.
  4. When you’re ready to proceed click ‘Get started’.
  5. You’ll need to check the details we hold for you are correct before clicking ‘Continue

When we can’t help, or at least not right away:

  • When you haven’t spoken to the business or retailer directly – always get in touch with them first.
  • When a pending transaction hasn’t been deducted from your balance.
  • When you’ve made a payment using a money transfer service, like PayPal or Western Union - you need to resolve this with the retailer directly. 
  • When you’re awaiting delivery of an item and the delivery date hasn’t passed yet.
  • When you’ve been given no delivery date we can’t help until either 30 days (Mastercard) or 15 days (Visa) have passed since you ordered. This is to allow the retailer time to deliver your goods.
  • When you’ve bought a product or service and then changed your mind.

When we may be able to help:

  • When you’ve been in touch with the business or retailer.
  • When you haven’t received an item you’ve paid for.
  • When you received an item or service that isn’t as described or has developed a fault.
  • When you’ve been charged incorrectly or twice for the same product or service.
  • When you’ve been charged for a subscription fee you weren’t expecting, or after a free trial period has ended and you cancelled in advance.

Give me some examples

Can we help?

You've been charged for a subscription fee with a business or retailer, but you cancelled this with them directly and in advance.

Can we help?

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.

Can we help?

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.

What you can do to help

Try the following:         

  • Search online for an address or contact number, then contact the business or retailer and ask them to help resolve your query.
  • Use our list of common businesses and retailers, it may help you find the name you’re looking for.
  • Read the I don’t recognise a transaction page to learn more about unrecognised transactions and how you can identify them.

Before you contact us

We’ll work hard to resolve your issue as quickly as possible but we need a few things from you first:

  • The name of the business or retailer.
  • Your account details, the payment name that appears on your statement and the date of the payment.
  • Sometimes we’ll ask to see a written summary, an invoice and/or proof of what was received. Please have these documents ready when you call us. This is just another way for us to collect as much information as possible.

How to contact us

We’re here to help if you’ve had a problem with a transaction on your card. Maybe there’s something wrong with what you’ve bought. Or perhaps you’re still being charged for a service you no longer use.

Message us

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.

Current Accounts

Our telephone banking lines are open 7am - 11pm, seven days a week. Call us on  0345 300 0000 or +44 1733 347007 if you’re calling from outside the UK.

Credit Cards

Let us know about a card payment or purchase that doesn’t seem right. Raise a dispute online

Frequently asked questions

  • A pending transaction is a transaction where the money has been put aside for the merchant to take, but hasn’t been taken yet. The merchant will often take the money after a couple of days, but it can sometimes take longer.

    Most contactless transactions appear on your statement within a few days. If you want to query a pending transaction, we can look into it as soon as it shows on your statement page

  • A pending transaction is a transaction where the money has been put aside for the merchant to take, but hasn’t been taken yet.

    The merchant will often take the money after a couple of days, but it can sometimes take longer.

    Most contactless transactions appear on your statement within a few days.

    If you want to query a pending transaction, we can look into it as soon as it shows on your statement page 

  • 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:

    • A written summary of your case to date.
    • A copy of your contract, invoice and/or terms and conditions.
    • A copy of any additional transactions made to the business or retailer that were not made on your credit card.
    • Sometimes, we’ll also ask to see photographic evidence and/or warranties. This is just another way for us to collect as much information as possible.
  • First try cancelling with the company you set up the subscription with. You can also call us or visit a branch. In order to do this we’ll need a few things:

    • The name of the business or retailer.
    • The date of the last transaction.
    • If they haven’t taken a payment, we’ll need to know when you expect the first payment to be made.

    We can’t cancel the subscription, but we can block payments. It can take 24 hours to set up a payment block, so you need to do this one working day before the next payment is due. This will not cancel the subscription agreement itself so the company can try other ways to take money. If this happens, please contact us. 

  • There are a number of reasons why a transaction can seem unfamiliar at first. If there’s a transaction on your account that you don’t recognise, visit our I don’t recognise a transaction page.

Making a debit card claim using our Mobile Banking app

You can claim for a cancelled package holiday, flights or accommodation using our Mobile Banking app, if you paid with a Lloyds Bank debit card, just follow these 5 steps:

Image of mobile app step 1
STEP 1

On  your statement screen, select the payment you want to dispute. This could be a holiday or flight you have purchased.

Image of mobile app step 2
STEP 2

Once you’ve selected the transaction you will be able to click ‘Help with this transaction’. This can be found at the bottom of your screen.

Image of mobile app step 2
STEP 3

Select the question ‘Holiday no longer going ahead? Find out if you can get your money back’.

Image of mobile app step 4
STEP 4

When you’re ready to proceed click ‘Get started’.

Image of mobile app step 5
STEP 5

You’ll need to check the details we hold for you are correct before clicking ‘Continue’.

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.