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I made a payment with my card but have an issue
If you’ve used your debit or credit card to buy goods or services that haven’t been delivered, or aren’t as you expected, you may be able to get your money back. We’re here to support you.
What you can do before you contact us
We’ll work hard to resolve your issue as quickly as possible. However for some issues, we won’t be able to help you until you’ve done this.
I need further support with a transaction
If you need help with a transaction, we’ve created an online guide to make dealing with issues like yours as simple as possible.
We’ll ask you some questions to understand more about your situation. These questions will help us to deal with your claim as quickly as possible.
Please choose the type of transaction you need help with...
Let’s look at the details
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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
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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
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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.
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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.
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If you have raised a claim with us, we’ll aim to resolve this within five working days.
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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.
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We recommend contacting your travel provider first. If they can't come to a resolution, we may be able to help you.
The travel provider cancelled:
If the trip was cancelled by your travel provider, usually you are entitled to a refund. The travel provider may first offer you different dates or a credit voucher. If you are not happy with this, or they have cancelled within your terms and conditions, then you can raise a payment dispute for us to review your situation.
I decided to cancel:
First, make sure you follow the travel provider’s cancellation policy. If you paid using a credit or debit card, then you can raise a payment dispute.
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If you’ve purchased a ticket for a cancelled or postponed event, you could receive a refund. Check the event organiser’s terms and conditions.
If the date of your event has been moved, your ticket should be valid for the new date. If you can’t attend the new date, you can ask for a refund from the ticket retailer, but you’ll need to check your booking terms and conditions.
Travel and hotel costs
If you had purchased additional travel and accommodation, contact the provider you booked with to see whether they are able to still provide their services. You may get a refund or be able to rebook for a later date. Packages with event tickets included may be covered under your travel insurance.
Personal events
Cancelling or postponing a personal event will depend on your suppliers. Speak to them about your options. If your supplier cancels, you may receive a refund. Check the terms and conditions of your booking. If you have wedding insurance, check your policy, or speak to your insurance provider.
If you used a credit or debit card and paid for an item or service that was not as described and you haven’t received a refund you can raise a payment dispute.
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In the first instance, check the company’s or administrator’s website or any communication they’ve sent you, to understand how to get a refund. Protected holiday bookings and flights may be eligible for refunds when a travel provider stops trading. Most of these schemes, such as ATOL, give you a certificate so have a look at your booking confirmation or the travel provider’s website. If your booking is protected follow the guidance.
If you can't get a refund through a protection scheme, we may be able to help:
If you paid with a Lloyds Bank debit card or credit card and use Internet Banking or our Mobile Banking app, log on to find out if you're able to get a refund and make a claim.
- Go to your statement page and tap 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?’
If you paid with a credit card, by other means or are not registered for Internet Banking or our Mobile Banking app, contact us for guidance on the options available to you.
If you have a current account with us 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 can't get a refund from any other source.
Sometimes there can be an increase in fraud attempts when companies stop trading. Find out how to stay safe from fraud.
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