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 brought 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?

Debit card

Credit card

You can dispute a transaction in our Mobile Banking app if:

The payment was made online
The item or service you purchased was not as described not received or a payment for a cancelled subscription was taken
The transaction was made in the last 6 months.

A payment was taken for a cancelled subscription

Goods or services not received

I need help with something else

Mobile Banking app guide expandable section

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.

Mobile Banking app guide expandable section

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 you case is more complex, you'll be connected to a human who will support you with your claim.

Mobile Banking app guide expandable section

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 our app

I can't raise a dispute online expandable section

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.

Let’s look at the details

Section 75 of the Consumer Credit Act 1974 expandable section
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.
Timeline for resolving a dispute expandable section

We aim to resolve all claims within five working days.
Pending transactions expandable section

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.
Cancel a pending transaction expandable section

We can usually cancel your pending transaction if you have confirmation from the retailer that the payment won’t be taken.

You can cancel a pending transaction in our app or Internet Banking by selecting it from your transaction list and then clicking on ‘help with pending transactions’.

Before you contact us, you’ll need an authorisation code from the retailer you made the transaction with. This acts as confirmation that the retailer won’t take the payment. You’ll need to contact the retailer to get this before we can process your request.

An authorisation code is 6-digits, for example 032769. If you have duplicate transactions pending, you’ll need an authorisation code for each.

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