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I need help with a transaction

Every payment in and out of your account will appear on your online statement. If you see something you don’t recognise, here’s what to do.

For outgoing transactions:

For payments taken from your account, like card purchases, cheque payments, recurring transactions, standing orders and Direct Debits.

More about outgoing transactions

For incoming transactions

Where you don’t recognise money paid into your account, like a cheque payment, standing order, deposit or transfer.

More about incoming transactions

For outgoing transactions

For payments taken from your account, like card purchases, cheque payments, standing orders and Direct Debits, follow these steps:

1.Click on the transaction to reveal more information.

This reveals additional details such as the payment type, amount, reference and the recipient - all of which may help you to recognise it.

  • For card transactions, you can compare this information with any receipts you hold. If the amount on a transaction differs from your receipt, the purchase may have been made overseas or with a merchant who is based overseas – remember that the exchange rate for a transaction is applied on the day it’s processed.
  • Sometimes merchants, like taxis or hotels, add an additional surcharge for using a card, which may not appear on your original receipt.
  • If the transaction date on your statement differs to the date on your receipt, don’t be alarmed. It can take up to eight days after a purchase is made to process it (and up to 30 days for transactions made in Asia Pacific regions).
  • For outgoing standing orders, click ‘Manage standing orders’ to view all the standing orders set up on your account, as well as being able to amend or cancel them.
  • For Direct Debits, click ‘Manage Direct Debits’ to view all Direct Debits set up on your account, as well as being able to cancel them.
  • If you need to claim back a Direct Debit payment taken after the date the Direct Debit was cancelled, we may be able to do it under the terms of the Direct Debit Guarantee. Just contact us with the organisation name, the date the last payment was taken and the date and way you cancelled the payments.

2. Resolve the issue directly with the person or organisation that received the payment from your account.

Using a search engine, it’s easy to find contact details but please bear in mind that some retailers/businesses appear under a different name. This can happen if a shop forms part of a wider group of retailers, or it may be because the brand or ‘trading’ name is different to the name they bill under. In most cases merchants will be able to provide the information you need about a transaction, helping you to resolve issues like:

3. Call us if you’re still concerned

If you still have an issue with a transaction or believe it was unauthorised, please contact us immediately on the relevant number below.
Personal debit card customers: 0345 601 5423
Personal credit card customers: 0345 606 2172
Business debit card customers: 0345 072 5555
Business credit & charge card customers: 0345 602 2042

For incoming transactions

Where you don’t recognise money paid into your account, like a cheque payment, standing order, deposit or transfer, follow these steps:

1.Click the transaction to reveal more information

This will reveal details such as the type of payment, the amount, the reference and the person or organisation that made the payment - all of which may help you to recognise it.

2. Locate who made the payment into your account and contact them.

Speaking directly to whoever made the payment into your account should resolve any issues you have. Bear in mind that some retailers/businesses appear under a different name. This can happen if a shop forms part of a wider group of retailers, or it may be because the brand or ‘trading’ name is different to the name they bill under. If you don't recognise a name, try using an internet search engine to find more information as well as their contact details.

3. Call us if you’re still unsure

If you can’t find out what you need to know, call the relevant number below:
Personal debit card customers: 0345 601 5423
Personal credit card customers: 0345 606 2172
Business debit card customers: 0345 072 5555
Business credit & charge card customers: 0345 602 2042

Important legal information

Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No.2065. Telephone: 020 7626 1500. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. We also subscribe to The Lending Code. Details can be obtained from www.lendingstandardsboard.org.ukVisit the Lending Standards Board website..

Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065.

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Money Manager is provided to help you manage your personal finances and is not intended to provide legal, tax or financial advice. Personal Internet Banking customers only. Terms and conditions apply. Mobile Banking services may be affected by phone signal and functionality. Must be registered for Internet Banking. Terms and conditions apply.