Transaction disputes

Got an issue with a purchase or transaction? We may be able to help you get your money back.

When to raise a transaction dispute

  • You've used a debit or credit card to buy goods or services.
  • Goods or services you have bought don’t get delivered or are not as you expected.
  • You've cancelled a subscription, but the payment still leaves your account.

How did you make your payment?

Where was the transaction made?

What do you need help with?

What do you need help with?

Was the transaction made in the last 6 months?

Where was the transaction made?

What do you need help with?

The simplest way to raise a dispute is in our app. However, if you don't meet our criteria, or you don't bank online, you'll need to give us a call.

You will need to give us a call.

Good to know

  • Usually, the fastest way to resolve the issue is by contacting the business or retailer.
  • Make sure you recognise the transaction.
  • You can't dispute a pending transaction.

Steps to take

We'll guide you through it.

1. Log on to our app.

2. Go to your statement and select the transaction you would like help with.

3. Select Help with this transaction followed by Dispute this transaction.

4. Follow the steps on screen.

Steps to take

We'll guide you through it.

1. Log on to our app and select Support.

2. Select Message us 24/7.

3. Enter your message, giving details of your issue and select Send.

4. Our virtual assistant will ask for some more details. If your case is more complex, you'll be connected to a human who will support you with your claim.

Steps to take

We'll guide you through it.

1. Log on to our app.

2. Go to your statement and select the transaction you would like help with.

3. Select Help with this transaction.

4. Follow the steps on screen.

Getting started in the app

Mobile banking app

Join our 10 million app users.

  • Simple and secure login.
  • Set up handy notifications.
  • Message us online.

Continue to app

Need help?

If you're registered for online banking, the fastest way to get in touch is by messaging us securely online.

Message us

Our virtual assistant can easily answer most questions. If it can’t help, we'll pass you onto someone who can.

How to message us

Let’s look at the details

  • 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.

  • We aim to resolve all claims within five working days.

  • A Pending transaction is money that’s been put aside for the merchant to take. It is not for spending. The retailer will usually take the money after a couple of days, but sometimes it can take longer.  

    If the retailer cancels the transaction, or confirms the transaction has failed, it will automatically be removed from your transactions list. Timescales for this vary but it should take no longer than a week. You won’t be charged. 

  • A pending transaction is money set aside for a retailer to collect from your account. They will usually take the payment within a few days, but sometimes it can take longer.

    You can’t cancel a pending transaction yourself. If the retailer doesn’t take the payment, it will usually disappear from your account within a week - you don't need to do anything as this will happen automatically.

    If something doesn’t look right, or you’re concerned about a pending transaction, we may be able to help. In some cases, we can remove it and return the money to your available balance within 24 hours. Just keep in mind, the retailer can still take the payment later. If your account doesn’t have enough money, it might push you into your arranged overdraft with daily charges, or into an unarranged overdraft, which could harm your credit file.

    To talk to us, get in touch.

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