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.

1. Contact the business or retailer

1. Contact the business or retailer

For some issues, we won’t be able to help you until you’ve done this. 

2. Give them time to respond

2. Give them time to respond

If you tried to contact them more than 15 days ago, we should be able to help.

3. Keep evidence

3. Keep evidence

Sometimes we’ll ask to see things like an invoice, a picture of the item or a screenshot of the transaction.

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...

Some business and retailers may appear on your statement under a different name to the one you know them as.

Learn more about unrecognised transactions

If you don't reconise a transaction and are worried that someone else made it you should contact us right away.

Please follow the steps below in order to make a claim using the Mobile Banking app.

  1. Log onto our Mobile Banking app
  2. Go to your statement page and tap the transaction you would like help with
  3. Select 'Help with this transaction'
  4. Select the question 'Paid for an item or service and have an issue?'

If you don't have access to the app you can download it by scanning the QR code below.


Call us on 0345 606 2172 or +44 1702 278 272 if you’re calling from outside the UK. Lines are open 8am – 8pm, seven days a week. Not all Telephone Banking services are available 24 hours a day, seven days a week.

 Call us on 0345 300 0000 or +44 1733 347007 if you’re calling from outside the UK. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.

You may find it easier to make a claim via our app.
 

Use our handy travel disruption tool to explore your options.

Travel Disruption Tool

Call us on 0345 300 0000 or +44 1733 347007 if you’re calling from outside the UK. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
 

You may find it easier to make a claim via our app.
 

Some business and retailers may appear on your statement under a different name to the one you know them as.

Learn more about unrecognised transactions

If you don't recognise a transaction and are worried that someone else made it you should contact us right away.

Please follow the steps below in order to make a claim using the Mobile Banking app.

  1. Log onto our Mobile Banking app
  2. Go to your statement page and tap the transaction you would like help with
  3. Select 'Help with this transaction'
  4. Select the question 'Paid for an item or service and have an issue?'

If you don't have access to the app you can download it by scanning the QR code below.


Call us on 0345 606 2172 or +44 1702 278 272 if you’re calling from outside the UK. Lines are open 8am – 8pm, seven days a week. Not all Telephone Banking services are available 24 hours a day, seven days a week.

Call us on 0345 606 2172 (+44 1702 278 272 from outside the UK). Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.

Call us on 0345 606 2172 (+44 1702 278 272 from outside the UK). Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.


You may find it easier to make a claim via our app.
 

Call us on 0345 606 2172 or +44 1702 278 272 if you’re calling from outside the UK. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.


You may find it easier to make a claim via our app.
 

For help with non-card payments, please see the following links:

  • To understand more about the various methods of payment available, please visit our payments and transfers page.
  • For help with any of our products or services, please visit our help centre.

I've spotted suspicious activity

I've spotted suspicious activity

If you don't recognise a transaction and are worried that someone else made it you should contact us right away.

Contact us now

Frequently asked questions about transactions

  • 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.

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.

Calls and online sessions may be monitored and/or recorded for quality evaluation, training and to ensure compliance with laws and regulations. Not all Telephone Banking services are available 24 hours a day, 7 days a week.