Our customer services team is trained to provide the highest standards of assistance and care to our customers, and we’re committed to providing you with the best possible service at all times. Even the best organisations sometimes make mistakes, and if we do, or we fail to meet your expectations in some other way, we’d like the opportunity to put things right as quickly as we can.
We operate a simple complaint procedure, which aims to resolve any problem quickly and effectively.
If you have a complaint, please contact us in any of the following ways:
John Lewis Financial Services Limited
Customer Resolutions Team
PO BOX 5140
On receipt of your complaint, we’ll fully investigate all the issues raised and aim to resolve matters for you as quickly as possible. However, depending on the nature of the issue we may not be able to resolve it as quickly as we’d want to. If this is the case, we’ll keep you updated on our progress.
When we reply to your complaint, if you consider that our response doesn't fully address your concerns, please let the person who handled your complaint know so that we have the opportunity to see if there's anything further we can do.
We recommend you don’t send us information such as account details, but please provide your name, address and postcode, and preferred contact telephone. If we need to contact you, we’ll respond by telephone or letter. We always want to be able to resolve any concerns you raise with us. However, where you’re not satisfied with the outcome, or if you haven’t received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service.
You can contact the Financial Ombudsman Service by:
The Financial Ombudsman Service
Harbour Exchange Square
John Lewis Financial Services Limited, which issues and manages the Partnership Card, is a member of the Financial Ombudsman Service. For more information about the Financial Ombudsman Service please visit www.financial-ombudsman.org.uk. A copy of our Internal Complaints Procedures and details of the Financial Ombudsman scheme can be obtained by request.
You may also use the European Online Dispute Resolution (ODR) platform created by the EU Commission which allows customers to submit their complaint through a central site which will be forwarded to the Financial Ombudsman Service.
The John Lewis Partnership includes John Lewis, Waitrose and John Lewis Financial Services. We'd love you to be among the first to receive exciting offers and news about our products and services. We do this in various ways including email, post, SMS and phone, but only if you would like us to. Don't forget to visit us online, in-store and via social media for other special offers.
Your privacy is very important to us which is why we make sure you're always in control of what we do with your personal information.
This is our simple customer contact promise
We'll never pass your personal details to anyone outside the John Lewis Partnership for them to use for their own marketing purposes.
We'll only ever use your details to help you make the most of what we have to offer. That means things like:
Tips and guidance to help you get the best out of your products
News to help you make informed choices in the things you buy
Details of new products and services
Or simply, to get your feedback
We will make sure our contact with you is relevant based on the information you give us.
You can opt out at any time. All you need to do is change your Promotional Preferences in My Account. But remember, if you do ‘opt out' of receiving this information you could miss out on offers and news.
Please do let us know if your details change so that we can continue to stay in touch.
Every six months both the Financial Conduct Authority and the Financial Ombudsman Service publish complaints data about financial businesses.
Providing excellent customer service and satisfaction is very important to everyone at John Lewis Financial Services Limited. We set ourselves the very highest standards of service and quality and we’re not happy when we don’t meet the expectations our customers rightly have of us.
When things go wrong we want to put them right for our customers as quickly as possible. Following changes to our computer systems in October some customers experienced issues managing their accounts and delays in reaching us.
Firm name: John Lewis Financial Services Limited Trading name: Partnership Card Period covered: 1 July - 31 December 2016
Number of complaints opened by volume of business
Number of complaints opened
Number of complaints closed
% closed within
% closed after 3 days but within 8 weeks
Main cause of complaints opened
Banking and credit card
7.3 per 1,000 accounts
General admin/Customer service
Please note that to maintain our service standards we may monitor and/or record telephone calls. Calls to telephone numbers starting 0345 are charged at the same rate as standard UK landlines. Call charges vary depending on who your telephone provider is. If you’re unsure, it’s best to contact them directly for their latest call charges.
John Lewis Financial Services Limited will never ask you for your internet ID or password in an email. Never disclose this information to anyone.
John Lewis Financial Services Limited (a subsidiary of HSBC Bank plc), registered in England under Company Number 4645530. Registered office: 8 Canada Square, London E14 5HQ. Authorised and regulated by the Financial Conduct Authority under the Financial Services and Markets Act 2000 (Financial Services Register no 715060), and under the Payment Services Regulations 2009 (Payment Services Register no 542750) for the provision of payment services. 'Partnership Card', 'John Lewis Finance' and other terms including 'John Lewis' are John Lewis Partnership brands and John Lewis Financial Services Limited uses them under licence from the John Lewis Partnership.