Customer
service

0345 300 3833

Lines open 8am - 8pm, 7 days a week

Email us
(secure log in required)

Lost or
stolen cards

0800 015 0914

From abroad, call
+44 121 214 5732

Lines open 24 hours a day, 7 days a week

Online
servicing

Available 24 hours a day, 7 days a week

  • View your current balance
  • See your points balance
  • Activate a new card


Log in to your account

Textphone
number

0121 265 3051

Lines open 8am - 8pm, 7 days a week

Please note that call centre opening hours might change at short notice.

0345 300 3833
(Open 8am to 8pm, 7 days a week)
Calls may be monitored and/ or recorded for security and service improvement purposes.

Textphone (for hard of hearing)
0121 265 3051
(Open 8am to 8pm, 7 days a week)

You can write to us at:

John Lewis Financial Services Ltd
Customer Service Centre
BX8 3HB

If you lose your Partnership Card or suspect it’s been stolen you'll need to contact us immediately so we can look into it for you.

Please contact us immediately on:

0800 015 0914 (if abroad call +44 121 214 5732)
(Open 24 hours, 7 days a week, 365 days a year)

If you ever spot anything suspicious on your account please contact us immediately on:

0800 015 0914 (if abroad call +44 121 214 5732)
(Open 24 hours, 7 days a week, 365 days a year)

Before contacting us please complete these few checks

  • Check all receipts including purchases you may have made over the internet, telephone or by mail order. You may have a receipt that shows a different name to your statement.
  • Look at any existing agreements (recurring transactions) you've previously set up with companies for monthly, quarterly or annual payments. This could be the reason for the charges on your account.

You can activate your card by logging into your online account and visiting the ‘Manage my account’ section. If you need any help logging in, see our step-by-step guide.

Log in to your online account 


Register for an online account


Alternatively, you can activate your card by calling our 24/7 automated phone line on 0345 300 3832. Please have your card to hand.

 

How to activate your card online

 


Step 2 - Select ‘Activate a card’ from the ‘Manage my account’ dropdown:

 

 


Step 3 - Select your card and click ‘Activate a card’:

 

If you're feeling concerned about your finances, please call us as soon as possible and we'll do all we can to help you.

Call 0345 6080 764

So we can keep in touch, always make sure your contact details are up to date.

Where else can I get help and advice?

If you're having financial difficulties, you can get free help and advice from the following organisations:

Stepchange Debt Charity
stepchange.org
Call free: 0800 138 1111

National Debtline
nationaldebtline.org
Call free: 0808 808 4000

Citizens Advice
citizensadvice.org.uk

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:

Telephone
Lines are open from 8am to 8pm, 7 days a week.

0345 300 3833
If abroad, call +44 121 214 5732

Textphone
Lines are open from 8am to 8pm, 7 days a week.

0121 265 3051

 

Or you can write to:
John Lewis Financial Services Ltd
Customer Service Centre
BX8 3HB

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:

Telephone
0800 023 4567


Email
complaint.info@financial-ombudsman.org.uk

Or you can write to:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

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 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.

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.

AC40291

Copyright © John Lewis Partnership
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