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I don't recognise a transaction

There are a number of reasons why a transaction might seem unfamiliar. If there’s a transaction on your account you don’t recognise, here’s what to do.

Rule out some possible issues

Common business and retailer names

Some businesses and retailers may appear on your statement under a different name to the one you know them as. This table features five common business and retailer names and an option to view a fuller list.

Common business and retailer names

Business or retailer name

About

Contact Details

Business or retailer name

Capita

About

A payment service used by a number of public and private sector organisations, including for TV licenses.

Contact Details

Business or retailer name

Goldex In

About

A holding company that owns the Costa Coffee franchise.

Contact Details

Business or retailer name

Expedia

About

An online travel booking company that owns travel brands including Egencia, HomeAway, Hotwire, Travelocity, Trivago and Orbitz.

Contact Details

Business or retailer name

Hutchinson 3G UK

About

A mobile phone network trading as Three Mobile.

Contact Details

Business or retailer name

TFL

About

A local government body operating as Transport for London.

Contact Details

Payment codes

Some transactions appear as codes in your statement. This is just another, shorter way of describing the payment type. Here are five common codes:

  • BP: Bill Payment
    When you make a payment to a business or person. Find out more about Bill Payments.
  • CPT: Cashpoint Transaction
    When you use a physical card to withdraw money at a Cashpoint® machine.
  • DEB: Debit Card
    A debit card is a plastic card that allows you to pay for purchases and withdraw money from your account instantly at a Cashpoint machine.

View all payment codes

  • DD: Direct Debit
    When you let a business or retailer take a payment from your account on a regular basis. This is often how you’ll pay things like your energy bill. All Direct Debit payments are protected by the Direct Debit Guarantee scheme. Learn how to identify and manage your Direct Debits.
  • FPO: Faster Payment Outbound
    When you make a payment online and it reaches the recipient’s account within 2 hours. Sometimes Faster Payments can take a little longer. Find out more about Faster Payments.
  • PAY: Payment
    When you make a payment to a business or person. Find out more about Bill Payments.

Still need help?

For more support on transactions you don’t recognise, we’ve brought together a list of helpful guides and tools. Open the pages that feel most relevant to the issue you’re facing.

I recognise a transaction, but want to question it

Protect yourself from fraud

What’s a pending transaction?

Fees and charges on your account

Manage your card and transactions

Your guide to Internet Banking

How to contact us

Want to speak to us directly? There are a few ways you can get in touch:

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.

Call us

Our telephone banking lines are open 7am - 11pm, seven days a week.

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.