How do I register for an account?

The International Payments service is available to residents of the UK and EEA.

To set up an account, you need to confirm a few personal details, including contact information and the currencies you’re interested in transacting.

You will also need to create a password, between 8 and 32 characters long, containing letters, and at least one number and / or symbol. The password is case sensitive.

Creating a new transaction

1. Login to your account
2. Confirm the currencies and amounts you would like to exchange and you'll see an initial estimate.
3. Enter your recipient’s bank account details
4. Select your payment method
5. Confirm your transaction and we’ll fix the exchange rate and total cost and confirm the first available payment date for your currency.

 

What happens once I’ve confirmed my transaction?

We will confirm a payment date to you within your transaction flow and this will be the earliest date we can make your payment providing we have received your funds.

Credit or debit card
If you have chosen to pay by debit or credit card we will debit your card with the amount agreed. Please see “Rates and fees” for further information.

You can pay by debit or credit card for transactions up to the value of £70,000.

Bank transfer
If you have chosen to pay by bank transfer you must arrange for your bank to send the funds to us. You can pay by bank transfer for transactions up to the value of £300,000. Our bank details will be sent to you once you’ve completed the transaction. We must be in receipt of cleared funds and onward instructions by midday on the payment date in order to send the payment on the same day.

We’ll keep you updated throughout the process. You’ll receive SMS / email notifications when we receive your funds and when we have made a payment for your transaction. Please allow 1-4 working days for the beneficiary bank to credit the funds to the recipient account.

What is a payment reference?

If you are not paying currency to your own account you may need to give information to the company/person(s) you are paying so they can identify your payment. You can use a unique reference for each payment.
 

What if my payment does not arrive with the recipient within expected timescales?

If the payment has not arrived with the recipient after 4 working days of you receiving the payment confirmation, please contact us on 0330 123 3396 and we will investigate.
 

Why have you asked me for additional information before my transfer can be completed?

Occasionally, before or after we have made your payment, in accordance with Anti-Money Laundering obligations, we may need to ask you for more information before it reaches the recipient bank account.

How do I amend my recipient details?

If you need to change your recipient details after you have assigned them to your payment, please contact us immediately on: 0330 123 3396.

Can I cancel my transaction?

If you need to cancel your transaction, please contact us immediately on: 0330 123 3396. Please note that there could be a cost for cancelling your transaction.

How much can I transfer online?

You can make an international payment with us online up to the value of £300,000. For payments between £70,000 and £300,000 you can only pay by bank transfer.

What if my funds are coming from a third party?

If your payment will be coming from a third party i.e. not from a bank account featuring your name, please contact us before transacting on 0330 123 3396.

 

What can I do from my online account?

Once you’ve registered for an online account, you can amend any of the following:

Residential address

Email address

Contact telephone numbers

Edit / delete saved card details, including name

Edit your saved recipient details (except the currency associated with them)

 

In your account, you can also complete the following actions:

Reset your password

Check the latest exchange rates

Add a GBP bank account to receive a refund

Set up rate alerts

 

I’ve forgotten the email address I registered with and / or the answer to my security question. What should I do next?

Please call us on 0330 123 3396. Our Customer services team will be able to provide this information.
 

How do I register a change of name?

You can do this by sending us proof of your change of name; this could be a marriage or civil partnership certificate or deed poll.

Please email these to service@internationalpayments.johnlewisfinance.com
 

What is my Client Number?

Your Client Number will be 14 characters long and will start with JLFX. It will have been sent to you when you first opened your account, on previous contract notes and can also be found in the My Account section of your online account.
 

I’ve received a message to say I’ve reached my maximum total transaction limit, what should I do?

If you have received a message advising that the maximum total transaction limit has been reached, please call us on 0330 123 3396.
 

What is a URC (Unique Reference Code)?

When you register or change your address you may be sent a URC by post to your home address. You’ll need to confirm receipt of your URC, as extra protection against fraud. You can do this via your online account or by email to service@internationalpayments.johnlewisfinance.com. Please remember to provide any additional information requested in the letter too.

If you’ve recently registered for International Payments or changed your account address and haven’t received your URC, please call 0330 123 3396.

 

Can I change the payment method for a transaction I have already confirmed?

Once you have confirmed a transaction, the payment method cannot be changed.

Please note: We cannot accept payment by cash or cheque.

Payment by debit or credit card - up to £70,000

The card must be in your name and the billing address you enter must match the records held by your bank. You must use a card in the same currency that you are transferring from.

Credit card payments incur a processing fee of 0.3% which is factored into the rate you are offered and displayed separately. Please be aware that when paying by credit card your card issuer may charge a cash advance fee, which could be up to 5%. We are not liable for these charges. We would recommend using a debit card or selecting to pay us by bank transfer.

For your convenience, your card details can be securely saved to your online account for future use.

Payment by bank transfer – up to £300,000

Once you’ve confirmed your transaction, we’ll send you our bank details and you’ll need to liaise with your bank to transfer the funds to us. You may be able to use your online account with your bank to do this. As soon as the funds have cleared, we’ll complete your transaction to your overseas recipient.

We cannot take money directly from your bank or building society account or accept payment by cash or cheque.

 

Which currencies can I transfer?

We trade in 60 currencies worldwide so you can transfer money to over 170 countries.

If your currency is not available online and you are looking to transact an amount in excess of £10,000, please contact our Customer services team on 0330 123 3396 who will be happy to discuss your requirements.
 

Why is my destination country not available to select?

We are able to make payments to most countries, but you may find some are not available in the list. We have determined that some jurisdictions are high risk to our business or involve a high level of complexity. We therefore reserve the right not to accept or allow payments from or to these countries.

 

What is a regular transfer?

If you need to pay an international mortgage or have a UK pension sent overseas, then our regular transfer service is designed for you. Regular transfers allow you to make monthly or quarterly payments.

Regular payments can only be arranged on the phone. They can’t be set up online.

Here’s what our regular transfer service allows you to do:

Automate your transfers for up to 24 months via Direct Debit, without the need to arrange an online transfer each month

Avoid international banking fees each and every time you make a transfer; we don’t charge commission and we’ll even reimburse you if the recipient’s bank charges you for receiving the funds.

Set up payment dates and schedules, so that you can relax, knowing that your money will be sent on time, every time

Manage your account online 24 hours a day, 7 days a week

How do I cancel or change the details of a regular transfer?

Please call us on 01753 829 053 to discuss your changes. You may be charged for making these changes.

 

We regularly check all main high street bank and building society exchange rates to offer you the best overall price (including banking charges, exchange rates and other fees).

However, our International Payments service is not covered by our Never Knowingly Undersold promise.

What rate will I get?

Our exchange rates are linked to the live foreign exchange markets which means that the exchange rate you are offered will often fluctuate right up until the moment you confirm your transaction. The exchange rate won’t fluctuate whilst the foreign exchange markets are closed (for example, the weekend).


What types of fees could I incur?

Credit card fees

You’ll be charged a 0.3% (GBP) fee for processing credit card payments. This cost will be incorporated into the live exchange rate and also displayed separately.

In addition, your card issuer may also charge a cash advance fee for your transaction, which could be up to 5%. This will not be displayed during the transaction process, please check with your card provider for more information.

Fees from the receiving or intermediary banks
We always send the exact amount of money you asked us to in your transaction but there may be occasions when the receiving and/or intermediary bank deducts a fee before crediting the payment to your recipient.

We’ll never charge you a fee for any transfer. Better still, we’ll also fully refund you if you're charged by a receiving bank.

To request reimbursement, please add your GBP bank details to your online account via the 'Recipients' tab and email chargerefunds@internationalpayments.johnlewisfinance.com including the following:
1. A copy (scanned or digital photograph) of a bank statement or a receipt from the receiving bank clearly showing the charge(s) received. We recommend you blank out any bank account details before sending this to us.
2. Confirmation of the template name of the GBP bank account which you’d like us to refund.

 

How do I know what information I will need to provide about the recipient account?

When you enter the destination country for your transaction we’ll ask you for the information specific to this country.


What is a BIC / SWIFT code?

This is the unique identification code of a particular bank.

It consists of 8 or 11 characters and can be found on account statements, invoices and documents showing the bank account details. Alternatively, please contact the recipient or the recipient’s bank to obtain the SWIFT code.

You can also check the validity of a BIC / SWIFT code at swift.com


What is an IBAN?

An IBAN is an International Bank Account Number.

The format of any IBAN that you enter is automatically checked when you enter it using an in-built IBAN checker. If any of the details are incorrect, please check either with the recipient to whom you are sending funds to or with the recipient bank. We will not be able to provide you with this information.

This information can be found on bank statements, invoices and documents showing bank details of who you are paying. All payments within the EU need to include the beneficiary IBAN and SWIFT / BIC Code.


What are intermediary details?
Sometimes, your recipient will provide you with a specific set of intermediary bank details that will help us route the payment across the globe. However, this is rare. If you aren't aware of any intermediary details then please don't complete them.

 

What proofs of address are accepted?

The most common documents we accept are: a bank or building society statement, utility bill (gas, electric, landline phone, water, satellite/cable TV, broadband), driving licence, EU National ID Card, residence permit, buildings or contents insurance – current year, tax bill etc.

Please ensure it’s dated within the last three months, matches your new address and contains your initial and surname. Unfortunately we cannot accept credit card statements or a TV licence.

Please make sure the files you upload are clear and easy to read.

 

What proofs of identity are accepted?

The most common documents we accept are: a copy of your passport, EU/Non EEA National ID card or photo ID driver’s licence.

Please make sure the files you upload are clear and easy to read.

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