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

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

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

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.

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

 

More about our app

QR code to download our Mobile Banking app

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

Download app

More about our app

 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.
 

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

 

More about our app

QR code to download our Mobile Banking app

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

Download app

More about 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.
 

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

 

More about our app

QR code to download our Mobile Banking app

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

Download app

More about 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.

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

 

More about our app

QR code to download our Mobile Banking app

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

Download app

More about our app

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.
 

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

 

More about our app

QR code to download our Mobile Banking app

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

Download app

More about 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.
 

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

 

More about our app

QR code to download our Mobile Banking app

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

Download app

More about 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

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

Contact us now

Let’s look at the details

  • 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. 

  • If you have raised a claim with us, we’ll aim to resolve this within five working days. 

  • 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.

  • 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

  • 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

  • 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.

    1. Go to your statement page and tap the transaction you would like help with
    2. Select 'Help with this transaction’
    3. 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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Download statements, see pending transactions or where a payment was made.

Read our guides