Identify or dispute a transaction
You can do this in the app
- Find more information about transactions you don't recognise - including the payment location.
- Get help from our virtual assistant if you still don't recognise the transaction.
- Dispute card payments without calling us.
Steps to take
We'll guide you through it.
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- Log in to the app and open your list of transactions.
- Find the transaction you would like help with and select 'Help with this transaction'.
- Under 'I don’t recognise this transaction', select ‘View your options’.
- Follow the steps on screen.
If you need more help, use the virtual assistant.
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1. Log in to our app and open your list of transactions.
2. Find the transaction you want to dispute and select 'Help with this transaction'.
3. Select 'Help with this transaction' and choose the relevant option.
4. Follow the steps on screen.
If you need more help, use the virtual assistant.
Getting started in the app
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The simplest way to raise a claim is in the app. If you can’t do this online, you'll need to give us a call.
If you have the app, you can skip the security questions by calling us directly from the app. Log in to the app, search 'Call us' and follow the steps on screen.
Let’s look at the details
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Because of Section 75, if you’ve bought something with your Lloyds credit card, the business or retailer and Lloyds 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.
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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A pending transaction is money set aside for the retailer to collect from your account. They’ll usually take the payment within a few 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. This should happen within a week, and you won’t be charged.
You can't cancel or dispute a pending transaction.
In some cases, we can remove a pending transaction from your account and return the amount within 24 hours. Just keep in mind that the retailer can still take the payment later.
If something doesn’t look right, or you’re worried about a pending transaction, we’re always here to help. Send us a message.
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Payment codes Payment code
Payment type
Payment code
BGC
Payment type
Bank Giro Credit
Payment code
BNS
Payment type
Bonus BP
Payment code
BP
Payment type
Bill Payment
Payment code
CHG
Payment type
Charge
Payment code
CHQ
Payment type
Cheque
Payment code
COM
Payment type
Commission
Payment code
COR
Payment type
Correction
Payment code
CPT
Payment type
Cashpoint
Payment code
CSH
Payment type
Cash
Payment code
CSQ
Payment type
Cash/Cheque
Payment code
DD
Payment type
Direct Debit
Payment code
DEB
Payment type
Debit Card
Payment code
DEP
Payment type
Deposit
Payment code
EFT
Payment type
EFTPOS (Electronic funds transfer at point of sale)
Payment code
EUR
Payment type
Euro Cheque
Payment code
FE
Payment type
Foreign Exchange
Payment code
FEE
Payment type
Fixed Service Charge
Payment code
FPC
Payment type
Faster Payment Charge
Payment code
FPI
Payment type
Faster Payment Incoming
Payment code
FPO
Payment type
Faster Payment Outgoing
Payment code
IB
Payment type
Internet Banking
Payment code
INT
Payment type
Interest
Payment code
MPI
Payment type
Mobile Payment Incoming
Payment code
MPO
Payment type
Mobile Payment Outgoing
Payment code
MTG
Payment type
Mortgage
Payment code
NS
Payment type
National Savings Dividend
Payment code
NSC
Payment type
National Savings Certificates
Payment code
OTH
Payment type
Other
Payment code
PAY
Payment type
Payment
Payment code
PSB
Payment type
Premium Savings Bonds
Payment code
PSV
Payment type
Paysave
Payment code
SAL
Payment type
Salary
Payment code
SPB
Payment type
Cashpoint
Payment code
SO
Payment type
Standing Order
Payment code
STK
Payment type
Stocks/Shares
Payment code
TD
Payment type
Dep Term Dec
Payment code
TDG
Payment type
Term Deposit Gross Interest
Payment code
TDI
Payment type
Dep Term Inc
Payment code
TDN
Payment type
Term Deposit Net Interest
Payment code
TFR
Payment type
Transfer
Payment code
UT
Payment type
Unit Trust
Payment code
SUR
Payment type
Excess Reject
Need help?
If you're registered for online banking, the fastest way to get in touch is by messaging us securely online.
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