Useful information

Please find answers to questions that customers have asked about
the new website, statements and making payments here.

Customer
service

0345 300 3833

Lines open 24 hours,
7 days a week

Lost or
stolen cards

0800 015 0914

From abroad, call
+44 121 214 5732

Textphone
number

0121 265 3051

Lines open 24 hours,
7 days a week

You can log in to your online account and send us a secure message, or contact us through our mobile app.

Learn more about Online Accounts

Learn more about the Mobile App

Lost the Welcome Guide to your card? Download it here (PDF, 1.72MB)

0345 300 3833
(Open 24 hours, 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 24 hours, 7 days a week)

You can write to us at:

John Lewis Financial Services Limited
Partnership Card
PO Box 5137
Coventry
CV3 9EP

Lost the Welcome Guide to your card? Download it here (PDF, 1.72MB) 

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

Make sure you check with additional cardholder(s) to see if they've made a purchase on the account

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 apply for a Partnership Card online. You can also check your application status. You will need to have the application reference number we gave you and the memorable word you chose. 

Or

Call 0345 300 3830
(Lines are open Monday to Saturday, 9am to 6pm)

To apply, please have to hand:

Your UK bank account details

Your home addresses for the last three years (including BFPO or overseas addresses)

Details of your gross annual income

If you are employed, your employer’s address.

You can activate your card by logging into your account online.

Or

Call 0345 300 3832
(Open 24 hours a day, 7 days a week)

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
www.stepchange.org
Call free: 0800 138 1111

National Debtline
www.nationaldebtline.co.uk
Call free: 0808 808 4000

Citizens Advice
www.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
Call 0345 300 3833
(if abroad call +44 121 214 5732)

Textphone
Call 0121 265 3051

Or you can write to:

John Lewis Financial Services Limited
Partnership Card
Customer Resolutions Team
PO BOX 5140
Coventry
CV3 9ES

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:

Calling:
0800 023 4567


Emailing:
complaint.info@financial-ombudsman.org.uk

Writing 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 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

Special offers

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.

We'll always comply with the Data Protection Act 1998 and all other relevant legislation. You can see how we're doing this by reading our full Privacy Policy.

Please do let us know if your details change so that we can continue to stay in touch. 

 

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

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.

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Copyright © John Lewis Partnership
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