We always want to be able to resolve any concerns you raise with us. However, where you are not satisfied with the outcome, or if you have not 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 in the following ways:
Call: 0300 123 9123
The Financial Ombudsman Service
Harbour Exchange Square
You may also use the European Online Dispute Resolution (ODR) platform created by the EU Commission which allows customers to submit their complaints through a central site which will be forwarded to the Financial Ombudsman Service.
You can speak with one of our expert advisors about your order, at any time during the following hours:
Weekdays, 8am - 9.30pm
Saturday, 8.30am - 7.15pm
Sunday, 9.45am - 6.30pm
Please note that to maintain our service standards we may monitor and/or record telephone calls.
John Lewis Finance will never ask you for your internet ID or password in an email. Never disclose this information to anyone.
John Lewis Finance and John Lewis Bureau de Change is a trading name of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England (Registered Company Number 233462). John Lewis plc introduce the panel of carefully chosen providers in Bureau de Change products and services, whom each hold the appropriate licenses with the Financial conduct authority and HMRC.
John Lewis foreign currency online and/or traveller’s cheques is provided by First Rate Exchange Services Limited registration number 4287490 (Money Service Business licence number 12133160), whose registered office is at Great West House, Great West Road, Brentford, West London, TW8 9DF England.