Frequently asked questions

This information is about changes to your Partnership Card terms and conditions (PDF) relating to the second Payment Services Directive (PSD2).

The changes will take effect from 13 January 2018.

If I don't recognise the card number on my letter

On this occasion your letter has been generated with your account number instead of your Partnership Card number.

Please rest assured that there have been no changes to your Card number and use your Card number as usual when you call us.


What is PSD2? PSD2 is a Directive which sets requirements for firms that provide payment services. It's the second Payment Services Directive and has been created to provide additional regulation for payment services and payment service providers.

The directive aims to increase competition and drive innovation in payment services, while providing further control, clarity and security for customers when managing their payments and their payment service providers.

To make use of the new services that PSD 2 allows, you'll always need to opt-in, giving your express consent (which you can withdraw at any time).


The following changes to your terms and conditions (PDF) related to PSD2 take effect from 13 January 2018.


How we'll contact you in an emergency

We need to make clear how we’ll use the contact details you give us in the event of suspected or actual fraud or security threats. For example, we may try to send text messages, rather than telephone, if we think that’s the fastest and most secure way of reaching you.

What it means for you
We already contact you if we think there’s a risk of fraud on your account or a security issue. However, regulatory changes (under PSD2) mean that we need to make it clearer how we’ll try to contact you in an emergency.

If we’ve detected a suspicious transaction or activity on your account or we think there is a security issue, we’ll send you a text or phone you using the contact details we hold on your account. Please keep these up to date.

In future, we may also email you or write to you if we believe that is the best way to contact you.


Providing email and text alerts

If you’ve provided your mobile phone number or email address, we’ll register you for free alerts so that we can send you messages about certain activity on your Partnership Card account. We’ll use the most recent contact details we hold for you. We’re required to send some alerts by law, but you can opt-out of getting others.

What it means for you
We’ll use your contact details to provide any alerts that you can opt in and out of, eg our payment due alert. Other alerts we may have to send you by law, eg to let you know your statement is ready where you’ve chosen to get your statements online.

There’ll be other types of alerts we need to send you or which you can choose to receive in the future.


Opening access to third party providers (TPPs)

A TPP is a third party service provider that’s authorised, with your express agreement, to access your online accounts which you can use to make payments to obtain and consolidate information about your finances (this may include information about accounts you hold with us and other banks and building societies). You may also give payment instructions through a TPP.

We’ll include terms that make clear you can use TPPs if you want to. You should check from the information they give you that they’re authorised.

We may refuse to allow a TPP to access your Partnership Card account if we’re concerned about unauthorised or fraudulent access by that TPP. Unless it would compromise our reasonable security measures or otherwise be unlawful, we’ll tell you if we do this, and why, in the way we think most appropriate. If you use a TPP you must continue to tell us about any payments on your Partnership Card account that you think may be incorrect or unauthorised.

What it means for you
As a result of PSD2 you’ll be able to authorise other companies (TPPs) to provide information services on your online accounts (eg so that you can see details of all your accounts with different providers in one place), or make payments on those accounts.

TPPs will be regulated from January 2018, so it’s important to check that any TPP you’re thinking of using is authorised.

If you do decide to use a TPP, then we’ll give them access to your Partnership Card account information and you’ll be able to make payments from your account through them - we’ll treat any instruction from the TPP as if it was from you. We may however refuse to allow a TPP access to your account if we think this could be unauthorised or fraudulent.

You should always contact us directly if you have any issues with transactions made on your Partnership Card, even if you’re using a TPP.


What we’ll do if payments are made into your credit card account by mistake

We’re clarifying what we’ll do when a payment has been made into your credit card account by mistake.

If you tell us a payment made from a bank within the European Economic Area (EEA) was intended for you but the payer says it was made into your credit card account by mistake, we’re legally required to share all relevant information including your name and address and transaction information with the bank the payment came from, if they ask us, so that the payer may contact you directly. We’re including a term to make this clear.

What it means for you
If a payment is made into your account by mistake (eg if the payer has given the wrong account number), then we’ll already work with the payer’s bank to try to put things right.

Under PSD2, we’re legally required to cooperate with the payer’s bank by sharing relevant information about you and your account if they ask for it to help them recover the money (and, if they can’t recover it, so they can give this information to the payer for them to contact you).


What happens if we send a balance transfer late?

If a balance transfer doesn’t arrive on the working day after we send the payment from your credit card account, you can ask us to contact the receiving bank and ask them to treat the payment as if it had been made on time.

What it means for you
Under PSD2, if you instruct us to make a balance transfer but there’s a delay in it reaching your account with your other provider, they’ll still have to treat the payment as if it had been made on time if we ask them to – so you won’t have to pay additional interest as a result of the delay.


We’re being clearer about your rights in relation to your information

You explicitly consent to us accessing, processing and retaining any information you provide to us for the purposes of providing payment services to you. This does not affect any rights and obligations you or we have under data protection legislation. You may withdraw this consent by closing your account. If you do this, we will stop using your data for this purpose, but may continue to process your data for other purposes.

What it means for you
This is something we already do – but under PSD2 we need your explicit consent to access, process and retain personal data specifically for the provision of payment services.

If you’re not happy with the way we use your information to provide payment services to you, you can withdraw this consent at any time.

You do need to be aware that if you withdraw your consent it will mean closing your account with us and we may still use your data for other purposes.


Adding some rights in relation to credit limit increases

You can choose how you want credit limit increases to apply to your credit card account and can change your choice at any time by contacting us.

We may tell you from time to time that an increased credit limit is available to you. If we do this you can tell us whether or not you want to accept it. You can also tell us that in future, you only want credit limit increases to be applied to your credit card account if you expressly accept them (or that you don’t want to receive offers of credit limit increases at all).

We may not offer you an increased credit limit if we have concerns about the risk of you not repaying us.

A higher credit limit may offer greater flexibility and convenience to meet your financial needs. However, it may also increase the risk of taking on too much debt, which may be costly, or take a long time to pay off. You should carefully consider whether you need a higher limit.

What it means for you
We’re giving you additional control of how you can accept offers from us to increase your credit limit.

Currently, when we send you a credit limit increase offer you must contact us to opt out of the offer – or it’ll be automatically applied.

Going forward you can choose to opt in to future credit limit increase offers we make to you – meaning you must tell us if you want to accept the increase before we can apply it.

You’ll continue to have the right to opt-out of being sent any credit limit offers at all. You can at any time contact us to request an increase or decrease to your credit limit.


A TPP is a third party service provider that you authorise, with your express agreement, to access your online accounts - which you can use to make payments to obtain and consolidate information about your finances (this may include information about accounts you hold with us and other banks and building societies). You may also give payment instructions through a TPP.

If you don't want us to allow access to a TPP, please ensure that you don't give your agreement to any third party providers, we'll never share customers’ data without their explicit consent.

Please be reassured that this is an industry wide change that is safe and secure.

Details of TPPs will be available in January 2018, once the companies subscribe to this.



An example of a TPP that you may see in the market is a savings and spend tracker app. In one of these savings and spend apps, you may wish to give access to your bank so that the app can track your spend and help you save.

This is only one example and is also only set up by customers if they wish to register and sign up. If you do not wish to share you data in this way, do not share your details or your consent to access your account with any TPP.

Not all TPPs are savings apps - this is an example only and John Lewis Finance do not endorse or manage any of these.


If you don't want us to allow access to a TPP, please ensure that you don't give your agreement to any third party providers.

We'll not grant access to your details without your authorisation.


If you're not happy with these changes you do have the right to close your account. If you do wish to do this, please contact us before 13 January 2018.

You can either phone us on 0345 300 3833 or write to us at:

John Lewis Financial Services Limited
Partnership Card
PO Box 5137

If you've registered for online servicing, send us a message.


You'll have three choices with regards to how we offer you credit limit increases:

a) You can always choose to opt out of any unsolicited credit limit increase being made to you (which means we won't ever make you offers to increase your credit limit - you can always contact us to request a change to your credit limit).

b) Otherwise, the default option is that you must opt-out of any credit limit offer we make to you. If you don't tell us otherwise within 30 days, then we'll automatically apply the credit limit increase we've offered you.

c) Lastly, you can now change your default option to opt-in. This means that we must have your agreement to any credit limit offer we make to you, before we can increase your credit limit by that amount. You'll be able to request opt-in from 13 January 2018 onwards by phoning us or writing to us (and in your online account from April 2018).


Due to a system error accounts closed after the 1 October 2017 have also received a letter.

Your account remains closed - please accept our apologies for any concern this may have caused.


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