Coronavirus information

See our Coronavirus FAQs for information including:

  • Payment holiday - how to apply
  • Late payment fees (suspended until 8 July 2020)
  • How to make a payment to your account

To activate your card:

log in to your account online.

or

call 0345 300 3832 (open 8am to 8pm, 7 days a week)

When will I receive my John Lewis & Waitrose gift vouchers?

We’ll redeem points three times a year – February, June and October – and send you vouchers based on the points held at that time. The minimum redemption is 500 points (or £5), and unredeemed points are carried forward. For example, if you have 650 points we’ll automatically issue you a £5 voucher and carry over your remaining 150 points.

If you don’t receive vouchers by the end of the subsequent month, please contact us on 0345 300 3833 (lines are open from 8am to 8pm, 7 days a week). Remember, we can only accept claims for non-delivery of vouchers for up to six months after the end of the month the points were originally redeemed. See Reward Programme rules (PDF).

 

Where can I find details of earning points at John Lewis and Waitrose?

Here's a list of how and where you can earn points at John Lewis and Waitrose (PDF).

 

Do my vouchers or points expire?

There’s no expiry date on vouchers that have been issued to you – they’ll always remain valid. Each point you earn has a life of two years. (We'll redeem your oldest points first.) If your account is closed for any reason, all points earned but not redeemed are forfeited.

 

Contactless card limit changes

To help you avoid cash transactions and maintain social distancing, you'll be able to make contactless payments up to the value of £45 from 1 April 2020 (retailers will be updating their ‘point of sale’ terminals as quickly as possible over the coming weeks to accept the new limit however it could take some time before all shops have made this change).

This industry-wide change has been made in response to the COVID-19 pandemic to reduce the need for physical contact with the PIN-entry devices at till points.

 

What’s changing?

The contactless single transaction limit will be increased from £30 to £45 for all debit and credit card transactions. 

 

When will the change be effective?

John Lewis Financial Services Ltd is making the change on Wednesday 1 April 2020.  However, to become fully effective, retailers must also update their Point of Sale terminals.  For some shops, this could take a number of weeks to complete. During this time, customers could receive a different experience at various shops.

 

Why am I unable to make a £30-£45 contactless transaction at some retailers?

Retailers will need to update their ‘Point of Sale’ terminals to reflect the new limit.  This may take a number of weeks for retailers to complete.

 

How will I know if I can use my card as contactless for the higher amount?

As this change is being implemented at very short notice, we expect retailers to advise their customers what limit is in force at the checkout.

 

When I tried to make a contactless transaction for £25, why was I asked to use Chip and PIN?

From time to time we ask customers to make a Chip and PIN transaction to validate that transactions are genuine and to help protect customers from fraud.

 

Why has the new contactless limit been set at £45 and is it a temporary measure during the Covid-19 pandemic? 

The new limit has been set by the Card Schemes (Visa, Mastercard, Amex, etc.) in conjunction with UK Finance and the FCA.  The change is expected to be permanent and is being applied in other countries at similar, equivalent values.

 

Can I opt out of having a contactless card?

Yes. You can contact us on 0345 300 3833 (8am to 8pm, 7 days a week) if you don't want a contactless card issued to you in the future, or to request a replacement for a card we've already issued. We'll arrange for a non-contactless card to be sent to you.

How do I switch off paper statements?

Log in to your online account and select ‘Personal settings', then click on 'Manage statements' and select ‘Online only’. You'll need to have an email address registered to your account.

How can I view my recent transactions?

You can view your recent (unstatemented) transactions and pending transactions in your online account or the Partnership Card app.

A transaction can be pending for up to five working days while it's being processed. During this time it affects your available credit but won't be included in your balance.

A pending transaction might not be processed, for example, your Partnership Card might be authorised to check into a hotel, but on final checkout you use another payment method.

Can I change my credit limit?

We’re always happy to discuss your needs and, as part of our commitment to responsible lending, we’ll need to assess your ability to repay before we decide to increase your credit limit.

You can ask us to consider increasing or decreasing your credit limit through your online account. You can also call us on 0345 300 0213. Lines are open Monday to Friday 8am to 8pm and Saturday 9am to 5.30pm.

You’ve sent me an offer to increase my credit limit. What can I do?

From time to time we’ll let you know that we’re increasing your credit limit.

Normally, you’ll have at least 30 days to reject the increase before it’s automatically applied to your account. You must tell us if you don’t want the increase, in your online account (under ‘Manage your account’) or by calling us on 0345 300 3833 (8am to 8pm, 7 days a week).

However, if you would prefer us to request and receive your agreement before increasing your credit limit then please call us to register this preference.

At any time, you can also ask us not to send you any credit limit increase offers in the future.

What happens if I go over my credit limit?

If you go over your credit limit at any time during the month you’ll be charged a fee of £12. This will appear on your next statement.

How can I change my contact details?

To change your contact details, or those of any additional cardholders, you'll need to contact us by calling on 0345 300 3833 (8am to 8pm, 7 days a week).

Is there someone I can talk to about a deceased cardholder?

At a time like this it may feel difficult to even know where to start. Please call us on 0345 300 3833 (8am to 8pm, 7 days a week) and we'll do everything we can to help.

 

Can I use my Partnership Card abroad, and what are the fees?

Yes, you can use your card abroad. You can shop wherever Mastercard is accepted.

If you make purchases overseas in a foreign currency you'll be charged a non-Sterling transaction fee of 2.75%.

If you withdraw cash or make a cash related payment in a foreign currency, you'll also be charged a cash advance fee of 2.5% (min. £2.50) in addition to the non-Sterling transaction fee.

 

All non-Sterling transactions (including cash withdrawals) are converted to Sterling by Mastercard using wholesale market rates. Details of the Mastercard exchange rate.

 

What do I need to do before using my card abroad?

You don’t need to tell us you’re travelling, as our systems constantly monitor and protect your account when you’re abroad.

If we identify any unusual account activity while you’re away, we may call or text you. Therefore it's important we've got your current mobile phone number before you travel.

To update your number call us on 0345 300 3833 (8am to 8pm, 7 days a week).

 

Will it cost me more money to use my card abroad as a result of Coronavirus?

No. Our charges for using a card abroad will be staying the same.

Please check your card terms and conditions before you travel so you are aware of the charges that apply to overseas spending. Just so you know, currently financial markets are less stable than normal. This means exchange rates may vary more than they usually would.

 

Will credit card purchases abroad still be protected?

We do not expect Coronavirus to have an impact on your existing credit card protection. We recommend you check the latest terms and conditions before you travel. This will give you certainty of what is and isn’t protected before you complete a purchase.

Via your Partnership Card online account

Step 1

Log into your online account
 

Step 2

You will be prompted to enter your log in credentials and select ‘Continue’. In order to log in you will require the following details:

  • Username
  • Password
  • Log in PIN
  • CVV (the three-digit number on the back of your Partnership Card)

 

Step 3

Select ‘Make a Payment’ from the ‘Manage my Account’ dropdown at the top of the Online Account summary page.

 

Step 4

Select the amount you wish to pay and click ‘Next’. You will have 3 options:

  • Minimum payment
  • Statement balance
  • Other amount


Step 5

You will then be prompted to enter your bank account details:

  • Debit card number
  • CVV (the 3 or 4 digit number on the back of your debit card)
  • The expiry date for your debit card


Step 6

Once you have entered your bank account details and clicked next, you will be asked to confirm the payment.


 

From your bank

You can pay via your respective bank's telephone and online services.

Payments can take up to three working days to reach us. Customers making a payment from a bank or building society that is participating in the Faster Payments Service will in normal circumstances be able to pay to your Partnership Card and have the available credit updated within 2 hours.
 

To make a payment through your online banking
You will need to log in to your Bank or Building Society online account and select the option for making a payment. Follow the instructions on screen to enter the correct details.

You will need our bank details and the 16 digit Partnership Card number of the Primary Card Holder as the payment reference:

  • Sort code: 40-63-02
  • Account number: 10000000


Always make sure you use the 16-digit Partnership Card number of the primary card holder as the payment reference.
 

To make a payment using telephone banking
Call your Bank or Building Society telephone banking service. The Bank or Building Society customer service representative will guide you through the process - in some cases you might be guided through by an automated recording.

You will need our bank details and the 16 digit Partnership Card number of the Primary Card Holder as the payment reference:

  • Sort code: 40-63-02
  • Account number: 10000000


Always make sure you use the 16-digit Partnership Card number of the primary card holder as the payment reference.


 

By cheque

To pay by cheque, you will need complete a Bank Giro Credit slip which can be found on your latest Partnership Card statement and return it with your cheque to this address:
Partnership Card
PO Box 1542
Northampton
NN1 9JD

Your cheque will need to be made payable to John Lewis Financial Services Limited.

Please remember to write your 16 digit credit card number on the back of the cheque, this will help us to identify who the cheque is from. Please do not send cash or post-date your cheque.

You will need to allow 7 working days for your payment to reach your account.


 

By Direct Debit

You can set up automated payments using a Direct Debit. There are three Direct Debit payment options: the minimum amount, the full balance, or a fixed amount (subject to minimum payment requirements).

If you wish to set up or amend a Direct Debit then you can do this through your Partnership Card online account. Simply select ‘Manage my Account’ followed by ‘Direct Debit’ and follow the instructions.

To set up a Direct Debit by post, download a Direct Debit form (PDF).


 

How long will it take a payment to reach my account?

If you've made a recent payment to your account please allow up to five working days for this to be reflected on your balance.


 

What happens if I'm late paying my card balance?

If you don't pay at least the minimum payments by the statement due date you'll incur a late payment fee of £12. Also, if you choose not to pay your full outstanding balance, you'll lose your interest-free days and incur interest charges. See section on late payment fees below. 


 

What is the minimum payment?

The minimum payment is the minimum amount you're legally obliged to pay on to your account each month. If you make the minimum payment each month, overall you'll pay more interest and it'll take longer to clear your balance.

As detailed in your terms and conditions, if you fail to make at least a minimum payment before the due date shown on your monthly statement, you'll be charged a late payment fee and be in breach of the terms and conditions while your account remains in arrears.


 

Can I change my statement date and ‘payment due’ date?

You may want to choose a more suitable payment due date based on when you are paid or when you normally have funds available.

Yes, you can ask us to change your statement date (which is the day we create your monthly statement), and this will also change your payment due date. Your payment due date is around 18-20 calendar days after your statement date.

You can find your current statement date on the first page of your monthly statement or in your online account under ‘Personal settings’.

You can change your statement date in your online account or by calling us on 0345 300 3833 (8am to 8pm, 7 days a week).

Please note that depending on when you make a date change, it may take up to two months to complete the request.


 

LATE PAYMENT FEES

From 8 April until 8 July 2020, we won’t be charging any late payment fees if payments to your Partnership Card aren’t made on time. You don’t need to get in touch – we’ll process things automatically. You should still try to make at least your minimum monthly payment on time to avoid any impact on your credit file, which could affect your ability to get credit in the future.

 

What is a late payment fee?

Under your credit card agreement, you’re required to make a minimum payment by the due date shown on your monthly statement. There’s normally a £12 late payment fee if your minimum payment isn’t made on time in any month. But from 8 April until 8 July 2020, we won’t be charging this fee.

 

Will my credit rating be affected?

Missing your payment can affect your credit rating, so please try to make your minimum payments each month.

 

Does this mean I don’t need to make a payment to my Partnership Card?

No. Please try to pay at least your minimum payment each month to avoid your credit rating being affected. However if you’re late making a payment between 8 April and 8 July 2020, you won’t be charged a late payment fee.

 

I’m worried about making a payment to my Partnership Card

We're currently working on being able to provide a payment holiday solution for customers who are up to date with their Partnership Card and John Lewis Personal Loan payments. Please check this page for further updates. Unfortunately we won’t be able to offer payment holidays in the meantime.

If you're facing immediate financial difficulty, a payment holiday might not be the best solution for you. Our Customer Service team can discuss a range of tools to help you, but please note these will likely have an impact on your credit file.

What's an additional cardholder?

Additional cardholders are people you have authorised to use your account. You can apply for up to three additional cardholders (who must be over 18 years of age) and we’ll issue them cards in their own names.

Your additional cardholder’s transactions can be seen separately on your monthly statement. Remember that the liability for repaying your account (including additional cardholder transactions) remains with you.

 

How do I add an additional cardholder?

Online: Log in to your online account and apply there.

By post: download the request for an additional cardholder form (PDF) and send it to us at the address on the form.

By phone: call us on 0345 300 3833 (8am to 8pm, 7 days a week) and we’ll send you a form to complete and return.

 

How do I remove a cardholder?

To remove a cardholder, please contact us on 0345 300 3833 (8am to 8pm, 7 days a week).

 

What can I use the online account for?

It’s quick and easy to set up an online account and/or download the Partnership Card app from the App Store or Google Play.

Our online services allow you to:

View your current balance

View recent and pending transactions, and up to 12 months of statements

See your points balance

Set up and manage card controls and alerts

Send us Secure Messages

Make debit card payments to your balance


In your online account you can also:

Set up and manage a Direct Debit to pay your balance

Switch to paperless monthly statements or change your statement date

Request up to 3 additional cardholders

Request a balance transfer or credit limit change


How do I register?

You can register for an account online or via our mobile app.

Once you have registered, you'll be able to log in to both the app and your online account using the same details.
 

How do I log in?

If you have an online account, please use these details to log in to both your online account and the mobile app. The login details (username, password and 6 digit pin) are now the same for both your online account and mobile app.

You can log in here.
 

Problems logging in

If you're having problems logging in, please read our step-by-step guide.
 

 

What do I need to do if my Partnership Card is lost or stolen?

Please contact us immediately on 0800 015 0914 (+44 121 214 5732 outside the UK). Lines are open 24 hours a day, 7 days a week.

 

I've received a text about possible fraud. What should I do?

Our fraud detection system monitors your account 24/7.

If we need to check any transactions, we'll get in touch with you by phone to confirm them. If we can't get hold of you by phone we'll send a text to your mobile asking you to call us on 0345 300 3898, or +44 121 214 5754 if you are outside the UK.

On some occasions our fraud team may need to speak to you by phone, but we'll never ask for your PIN, online login details, or full passcodes. Please remember to keep your account details up to date so we can contact you.

 

How can I change my PIN to something more memorable?

If you find your PIN difficult to remember or you think someone else knows it, you can easily change it to one that's more memorable at any John Lewis Finance or HSBC ATM, and at most high street ATMs displaying the Mastercard logo.

 

I’ve forgotten my PIN and my card is blocked. What can I do?

You'll need to contact us on 0345 300 3833 to request your card is unblocked and a PIN reminder is sent to you. Lines are open from 8am to 8pm, 7 days a week.

Alternatively, you can visit any John Lewis, Waitrose or HSBC ATM to change or unblock your PIN.

 

Disputed transactions

If you need to dispute a transaction, you have two options:



CORONAVIRUS FRAUD

Criminals are using the Coronavirus outbreak as an opportunity to try to steal money.

They're posing as organisations such as banks, government, the World Health Organisation or other health service providers, and pretending to offer things like a safe haven for your money or medical guidance. They’ll then try to trick you into giving personal or financial information.

These claims are made in fake emails, phone calls, texts and social posts using Coronavirus as a cover story. Remember, we will never ask you for any PINs or passwords or to move money to a safe account.

If you think you've been targeted by a Coronavirus scam, report it to Action Fraud.

 


What happens if I become a victim of Card fraud whilst affected by Coronavirus?

We’re here to support you. If you think you have fallen victim to fraud, please contact us to query the transaction or raise a dispute (see Disputing a transaction below).

What can I use the Partnership Card app for?

The Partnership Card app is a free mobile app for UK Partnership Card customers. Download it now to manage your account your way and:

  • View your balances, available credit limit and points
  • Make payments to your Partnership Card account with your debit card
  • View your recent and pending transactions
  • Set up alerts and get notified every time your card is used to make a transaction
  • Stay in control by locking your card and blocking transactions
  • Get easy access to your monthly statements
  • Send and receive secure messages

 

How do I set up access to the Partnership Card app?

To set up access, you must be the primary cardholder on the Partnership Card account.

If you already have an online account, you can use the same login credentials to access the app.

You'll need your:

  • Username
  • Password
  • 6-digit login PIN
  • Partnership Card CVV (the three-digit number on the back of your card)


If you’ve not previously registered for an online account

You'll need your:

  • Credit limit
  • Your memorable word
  • Partnership Card number
  • Card expiry date
  • Partnership Card CVV (the three-digit number on the back of your card)
  • Surname
  • Date of birth
  • UK postcode or BFPO number (this must match our records, so if you've recently moved home you'll need to contact us to update your details before proceeding)

 

How do I download the Partnership Card app?

You can download the Partnership Card app from the following stores depending on your device:

 

What phones and operating systems does the app support?

Please visit your relevant app store and search for “Partnership Card” for an up-to-date list of phones and operating systems that are supported by the Partnership Card app.

Currently the Partnership Card app is configured for use on mobile phone devices, and therefore it may not be fully compatible with tablet devices.

 

I’ve forgotten my login credentials

You'll need the following details to hand in order to reset your credentials in the app using the onscreen prompts:

  • Memorable word
  • Credit limit (this is on your statements)
  • Username
  • Surname
  • Date of birth
  • The UK postcode or BFPO number (this must match our records, so if you've recently moved home you'll need to contact us to update your details before proceeding)
  • Partnership Card number
  • Card expiry date
  • CVV (the three-digit number on the back of your Partnership Card)

 

Can my additional cardholder register for the app?

No. Unfortunately, as with your online account, the Partnership Card app can only be used by the primary cardholder on the account.

 

Is the Partnership Card app free to use?

We won’t charge you for using the app. Depending on your data plan, you may be charged by your mobile service provider for accessing the internet - so please check with them first.

 

Is the Partnership Card app secure?

You’ll be asked to enter your secure login credentials or provide your Touch ID/fingerprint or Face ID along with your CVV number (the three-digit number on the back of your Partnership Card) each time you log in.

To keep your data secure, it will automatically log you out after two minutes (unless you change your settings). We regularly test and validate our security systems to ensure we maintain a banking-grade level of security.

 

My Partnership Card app / phone is compromised. What can I do?

If you think your mobile phone and/or Partnership Card app have been compromised, please report it to us on 0800 015 0914 (+44 121 214 5732 outside the UK)*. Lines are open 24 hours a day, 7 days a week.

If your login credentials have been compromised then you can change them in the app in “Settings” or, alternatively, contact us.

 

Why doesn’t the Partnership Card app work on my mobile phone?

If you have problems registering the app, then check that your phone and operating system are supported by visiting your app store and searching for “Partnership Card”. There you can find an up-to-date list of supported phones and operating systems.

If your existing Partnership Card is about to expire, you may need to wait until your new card has arrived before you can register.

If you have already successfully registered your app, then please check your network connection status, that there are no issues with your devices operating system or with network availability. For Android phones check the Settings in your phone to see if the app is disabled.

We may also limit access to your Partnership Card app if we suspect fraud on your account.

Please contact us on 0345 300 3833 if you continue to have issues.*

 

Why do I need to upgrade the Partnership Card app?

From time to time we'll need to update the Partnership Card app for new mobile operating systems, fix any issues and add new features.

 

Will secure messages only show in the Partnership Card App?

Messages sent via the Partnership Card app will show in the app and your online account.

 

How many payments can I make to my Card account per month?

You can make up to six debit card payments using the Partnership Card app or your online account within a 30 day period. However, this limit does not apply to phone or internet banking payments (using BACS/Faster Payments) or to payments made by cheque or cash.

 

*Calls may be monitored / recorded, standard call rates apply. Calls from mobiles or from overseas may cost more. Lines are open from 8am to 8pm, 7 days a week.

iPhone, iPad, iPad mini and iPod touch are trademarks of Apple Inc. App Store is a service mark of Apple Inc. Android™ and Google Play™ are trademarks of Google LLC.

What fees and charges should I be aware of?

You can see an overview of Partnership Card fees and charges (PDF), and complete terms and condtions for the Card (PDF).

Is interest payable every month?

This depends on how you use your account.

If you only make purchases and you pay off your full outstanding balance by the due date every month then you can avoid interest. Doing this allows you to get up to 56 days interest free on purchases (Representative 18.9% APR Variable).

There are no interest-free days on balances transfers, or cash and cash-related payments. You will pay interest from the day you make these transactions until they are paid off in full.

Is there a charge if I withdraw cash using my Partnership Card?

All cash withdrawals, both over-the-counter and at ATMs, are subject to a fee (2.5% minimum £2.50) and interest will be charged from the date of the withdrawal at the cash rate detailed in your terms & conditions (PDF).

In addition, some cash machine operators may apply a direct charge for withdrawals from their cash machines. You’ll see this on-screen when you make a withdrawal.

If you withdraw cash in a foreign currency you’ll also be charged a non-Sterling transaction fee of 2.75%.

What are interest-free days?

They’re the days you aren’t charged interest on a new purchase or related fees. The number of interest-free days you’ll get on a purchase depends on how soon you spend after your last statement was generated. The maximum interest-free period is 56 days (Representative 18.9% APR Variable).

You can only take advantage of interest-free days by ensuring there’s no unpaid balance by your payment due date. You must pay off your statement 'closing balance' in full and on time, every month.

 

What does 0% on purchases for 9 months mean?

This is an introductory offer for new customers. It means that for 9 months from the day your account was opened you will enjoy an interest-free period on purchases, whether you pay back your balance in full or not. At the end of the 9 months your interest rate will revert to the standard variable purchase rate (currently 18.9% APR). Also, you'll only retain an interest free period on purchases of up to 56 days if you have paid off your balance in full each month.

 

What happens if I go over my credit limit?

If you go over your credit limit at any time during the month you'll be charged a fee of £12. This will appear on your next statement.

Where can I find information about PPI?

You can learn more about PPI (Purchase Protection Insurance) at the FCA webiste.

 

REPRESENTATIVE EXAMPLE

Representative
18.9% APR
(variable)

Purchase rate
18.9% pa
(variable)

Based on an assumed
credit limit of
£1200

What can I do if I'm having financial difficulties?

If you're having financial difficulties, call us on 0345 6080 764 as soon as possible and we'll do all we can to help you. 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:

StepChange Debt Charity, call free: 0800 138 1111

National Debtline, call free: 0808 808 4000

Citizens Advice

 

If I miss a payment because of being affected by coronavirus, will my credit rating be affected?

If you think that you’re at risk of missing a payment, please contact us as soon as possible. There are a number of ways we can help you. Missing a payment may have an impact on your credit score, so it’s important to talk to us before this happens.


Will coronavirus impact the information held about me by UK credit reference agencies?

No. There will be no impact on the information held about you unless you miss a repayment on your mortgage, personal loan or credit card.

 

PARTNERSHIP CARD LATE PAYMENT FEES

From 8 April until 8 July 2020, we won’t be charging any late payment fees if payments to your Partnership Card aren’t made on time. You don’t need to get in touch – we’ll process things automatically. You should still try to make at least your minimum monthly payment on time to avoid any impact on your credit file, which could affect your ability to get credit in the future.

 

What is a late payment fee?

Under your credit card agreement, you’re required to make a minimum payment by the due date shown on your monthly statement. There’s normally a £12 late payment fee if your minimum payment isn’t made on time in any month. But from 8 April until 8 July 2020, we won’t be charging this fee.

 

Will my credit rating be affected?

Missing your payment can affect your credit rating, so please try to make your minimum payments each month.

 

Does this mean I don’t need to make a payment to my Partnership Card?

No. Please try to pay at least your minimum payment each month to avoid your credit rating being affected. However if you’re late making a payment between 8 April and 8 July 2020, you won’t be charged a late payment fee.

 

I’m worried about making a payment to my Partnership Card

If you’ve been impacted by coronavirus and are worried about making payments to your Partnership Card, you can request a 3-month payment holiday. Taking a payment holiday is only suitable if you have short-term financial concerns.

Find out how a Partnership Card payment holiday works and how to apply on our website under Payment holidays (below).

You can transfer a balance from an existing credit or store card, onto your Partnership Card, with minimal fuss. If you're new to Partnership Card, you'll receive an 18 month interest free period on balance transfers from the date of the account opening. Please note that we can't process balance transfers from all cards.
 

How can I apply for a balance transfer?

To apply for a transfer you'll need the primary cardholder's 16-digit Partnership Card number, the number of the credit or store card you’d like to transfer the balance from, and the amount you’d like to transfer.

To request a balance transfer, simply log in to your online account or call us on 0345 300 3833 (8am to 8pm, 7 days a week).

Please note that a handling fee applies to balance transfers (representative 18.9% APR variable). This is 2.9% (min. £5) per transfer in the first 18 months of your account, or as set out in any offer we make to you. Your transfer (including the balance transfer fee) must not cause your account's credit limit to be exceeded.

REPRESENTATIVE EXAMPLE

Representative
18.9% APR
(variable)

Purchase rate
18.9% pa
(variable)

Based on an assumed
credit limit of:
£1200

Will Coronavirus affect availability of 0% balance transfer deals?

Coronavirus isn’t expected to have an impact on balance transfer deals. We will regularly review the products available and may choose to withdraw or introduce new products at any given time.

 

How can I apply for a Partnership Card?

You can apply online for a Partnership Card.

 

What do I need to apply?

You'll need to have to hand your UK bank account details, your home addresses for the last three years (including British Forces Post Office or overseas addresses), details of your gross annual income, and, if you are employed, your employer’s address.

 

What income can I use to apply for a Partnership Card?

When applying for a Partnership Card you'll need to provide us with your gross annual income. We can accept the following types of income, and may ask you to provide proof:

  • Armed Forces Compensation Scheme
  • Attendance Allowance
  • Carers Allowance
  • Child Benefit
  • Child Tax Credits
  • Company/Occupational/Private Pension
  • Constant Attendance Allowance
  • Disability Living Allowance (DLA)
  • Employment and Support Allowance (ESA) (Not Enhanced Employment Support Allowance)
  • Incapacity Benefit (IB)
  • Industrial Injuries Disablement Benefit (IIDB)
  • Pension Credit
  • Personal Independence Payment (PIP)
  • Rental Income
  • Salary
  • Self Employed Income
  • Severe Disablement Allowance (SDA)
  • State pension
  • Statutory Maternity Pay/Maternity Allowance
  • Unearned Income from trust funds and investments which must be free from encumbrances and should be confirmed by an accountant and tax returns.
  • War Widow pension
  • War Disablement Pension

     

    If I apply online, when will I hear whether I've been successsful?

    For most online applications we're able to confirm if you've been successful almost instantly. Occasionally we need a bit more time or information to make a decision. In this case we'll either send you an email you can accept online, or a letter requesting the additional information we need. (Representative 18.9% APR variable).

    Can I request a specific credit limit?

    No, we'll set your credit limit based on the information you provide to us. We'll tell you your credit limit when you receive your card.

    Where can I find the "Guide to Credit Scoring"?

    You can download the guide to credit scoring (PDF) referred to in your Credit Card Agreement.

     

What is Apple Pay & how do I add my Partnership Card?

Apple Pay allows you to make purchases on your Partnership Card using an eligible Apple device. You can make purchases in store anywhere you see the contactless payment symbol, in-app and on the web at participating merchants.

With Apple Pay you can make secure and convenient payments for any amount, though some retailers limit the transaction amount to £45. John Lewis & Partners and Waitrose & Partners shops are able to accept Apple Pay, including amounts higher than £45.

All purchases made using your Partnership Card with Apple Pay will earn points as normal.

For help setting up Apple Pay on your device, see our guide.

 

How secure is Apple Pay?

Transactions made on your Partnership Card in Apple Pay are protected by ‘Touch ID’, 'Face ID' and/or your device ‘Passcode’. Also, your card details are not stored on your device because when you pay using Apple Pay the data is encrypted.

You should not share these security details with anyone else, including family members, or have their fingerprint registered to your device while your Partnership Card is registered with it.

 

Can I use Apple Pay in John Lewis & Partners and Waitrose & Partners shops?

John Lewis & Partners and Waitrose & Partners shops are able to accept Apple Pay, including amounts higher than £45.

 

Will I still earn 1 point for each £1 I spend in John Lewis & Partners and Waitrose & Partners, if I pay using Apple Pay?

Yes. You'll still earn loyalty points at the same rate as you do now, 1 point for each £1 spent within John Lewis & Partners and Waitrose & Partners shops, 1 point for each £2 spent outside of the Partnership.

 

Where can I use Apple Pay to pay for my goods/services?

You can use Apple Pay wherever you see the contactless payment symbol. You can also make in-app and online purchases where you see the 'Buy with Apple Pay' button at checkout.

 

Is there a £45 transaction limit when I use Apple Pay?

Not necessarily. The retailer you're spending with will set the transactional limit, so only in some cases may there be a £45 transactional limit. Please check with the retailer.

There is not a £45 transaction limit when using Apple Pay in John Lewis & Partners or Waitrose & Partners shops.

 

Which devices are eligible for Apple Pay?

Below is a list of eligible devices:

iPhone

In stores, within apps, and on the web in Safari:

  • iPhone X
  • iPhone XS
  • iPhone XS Max
  • iPhone XR
  • iPhone 8
  • iPhone 8 Plus
  • iPhone 7
  • iPhone 7 Plus
  • iPhone 6s
  • iPhone 6s Plus
  • iPhone 6
  • iPhone 6 Plus
  • iPhone SE

 

iPad

Within apps and on the web in Safari:

  • iPad Pro
  • iPad (5th generation)
  • iPad Air 2
  • iPad mini 4
  • iPad mini 3

 

Apple Watch

In stores and within apps:

  • Apple Watch Series 4
  • Apple Watch Series 3
  • Apple Watch Series 2
  • Apple Watch Series 1
  • Apple Watch (1st generation)

 

Mac

On the web in Safari:

  • MacBook Pro with Touch ID
  • A Mac model introduced in 2012 or later with an Apple Pay-enabled iPhone or Apple Watch

 

Find the latest list of devices that are eligible for Apple Pay.

 

How do I set my Partnership Card as the default card on my device?

The first card you add into Wallet is your default card. If you want to change your default card, there are two options:

- Go to ‘Settings’, select ‘Wallet & Apple Pay’ and scroll down to set your ‘Default Card’.

- In the ‘Wallet’ app select the card you'd like to make the default, and drag it down to the bottom of the screen. Tap 'OK' when prompted.

 

I'm trying to register my Partnership Card for Apple Pay, however the authentication stage is showing an incorrect/old mobile phone number/email address, what can I do?

You can update your personal details in your online Partnership Card account. Alternatively you can call us on 0345 300 3833* (8am to 8pm, 7 days a week).

 

When I tried to register my Partnership Card for Apple Pay it states my card hasn't been added and to contact my card issuer - what should I do?

Please call us on 0345 300 3833* (8am to 8pm, 7 days a week) and we'll do what we can to help.

 

How do I refund something I purchased using Apple Pay?

You'll need to check refund and returns policies with each store or merchant. If you're returning an item purchased with Apple Pay, the store may require you to hold your phone near to the card reader to complete the refund, using the card from the original purchase.

Other retailers may need to make the refund back to your physical Partnership Card. So make sure you also have your physical card handy in case a purchase cannot be refunded to your device.

 

How do I get a refund for something I purchased online or in-app using Apple Pay?

The refund will be processed by the merchant in the same way as it is for any online purchase.

Depending on the return and refund policies of the merchant, it may take several days for the refund to appear on your statement.

 

What should I do if my Apple device that has my Partnership Card registered to it is lost or stolen?

If any Apple device that has a Partnership Card linked to it is lost or stolen, please report it to us on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

If you lose your phone, you can use Apple’s 'Find My iPhone' app or go to icloud.com/find to disable your Apple Pay app remotely with the 'Remote Wipe' option. Because none of your personal or card information is stored on the device, it remains safe and secure.

 

What do I need to do if my Partnership Card is lost or stolen?

To report a lost or stolen card, contact us immediately on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

While your replacement Partnership Card is being issued you can continue to use Apple Pay. Also, there's no need to add your replacement card once you receive it.

 

What happens if I get a new phone/smart watch/tablet?

Please ensure that you remove your Partnership Card from old devices before selling, exchanging, or disposing of them. You should also remove your card if you temporarily pass your device to someone else; for example, if you hand it over to be repaired.

To remove your card, go to Settings > 'Wallet & Apple Pay', tap the card that you want to remove, then tap 'remove card'. 

If you believe that you may have left your Partnership Card linked to your old device, please contact us immediately on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

 

What if I want to remove my Partnership Card from Apple Pay?

You can remove a card from Apple Pay at any time. Go to ‘Settings’ > ‘Wallet & Apple Pay’, tap the card that you want to remove, then tap remove card.

 

What happens if my card expires?

Card details are automatically updated in Apple Pay by the card issuer so no action is required.

 

If I receive a replacement Partnership Card, do I need to update my card information within Apple Pay?

While your replacement Partnership Card is being issued you can continue to use Apple Pay. Also, there is no need to add your replacement card once you receive it.

 

I’m getting notifications on my device when I use Apple Pay. How can I turn these off?

You’ll receive 'Card Notifications' for your Partnership Card in Apple Pay on an iPhone or iPad. These let you know about purchases made using Apple Pay.

You can turn these notifications on or off. Go to ‘Settings’ and then to ‘Wallet & Apple Pay’. There you can set ‘Card Notifications’ on or off.

 

Can my additional cardholder add their Partnership Card to Apple Pay?

Yes. An additional cardholder can add their Partnership Card to Apple Pay. Note that the security code for registration and the welcome email will be sent to the main cardholder’s email or phone.

 

Can I use Apple Pay overseas?

Yes. All retailers who accept contactless payments will accept Apple Pay whether they're in the UK or overseas. If you use Apple Pay to pay with your Partnership Card overseas then you’ll incur the standard non-sterling transaction fee of 2.75% on purchases. You may also incur charges from your mobile service provider for using Apple Pay overseas.

 

Do I still need to carry my Partnership Card with me if I am using Apple Pay?

We would recommend that you still carry your Partnership Card with you if you're using Apple Pay, as not all retailers accept Apple Pay as a payment method and some will have transactional limits of up to £45.

 

Can I add my Partnership Card to other devices?

You can add your Partnership Card to Apple Pay on up to eight of your devices.

 

Can I use Apple Pay on Transport for London (TfL)?

Yes. You can use Apple Pay for 'Pay as you go' travel on London Buses, Tube, London Trams, DLR, London Overground, TfL Rail, Emirates Air Line, River Bus and most National Rail services in London.

Find out more at the TfL website.

 

Will TfL daily and weekly capping still apply when using Apple Pay?

As long as you use one payment method throughout your journey, TfL daily or weekly capping will apply where eligible, and you'll be charged the correct amount for your journey.

For example, if you switch between your physical card and Apple Pay throughout your journey, they will be treated as two separate payment methods. This means you could be charged maximum fares for incomplete journeys, and you may not benefit from the daily or weekly capping.


*For training purposes, we may monitor and/or record calls to this number.

 

Google Pay (formerly known as Android Pay) allows you to make purchases on your Partnership Card using an eligible Android™ device. For more information, see using Google Pay.

 

Android™, Android Pay™ and Google Play are trademarks of Google LLC.

Using your Partnership Card with Android Pay is subject to terms and conditions.

 

What is Samsung Pay and how do I add my Partnership Card?

Samsung Pay allows you to make purchases on your Partnership Card using an eligible Samsung device. You can make purchases in store anywhere you see the contactless payment symbol and in-app at participating merchants.

With Samsung Pay you can make secure and convenient payments for any amount, though some retailers limit the transaction amount to £45. Waitrose shops are able to accept Samsung Pay, including amounts higher than £45. However, John Lewis cannot accept contactless or Samsung Pay transactions yet.

All purchases made using your Partnership Card with Samsung Pay will earn points as normal.

For help setting up Samsung Pay on your device go to our guide.

 

How secure is Samsung Pay?

Transactions made on your Partnership Card in Samsung Pay are protected by fingerprint lock, iris lock1 (eligible models only) or Samsung Pay PIN. Your card details are not stored on your device and when you pay using Samsung Pay the data is encrypted.

You should not share these security details with anyone else, including family members, or have their fingerprint registered to your device while your Partnership Card is registered with it.

 

Can I use Samsung Pay at John Lewis & Waitrose?

Currently you can only use Samsung Pay in Waitrose shops, including for transactions over the £45 contactless limit.

 

Will I still earn 1 point for each £1 I spend in Waitrose and John Lewis, if I pay using Samsung Pay?

Yes. You'll still earn loyalty points at the same rate as you do now, 1 point for each £1 spent within John Lewis and Waitrose, 1 point for each £2 spent outside of the Partnership. Please note that John Lewis cannot yet accept Samsung Pay.

 

Where can I use Samsung Pay to pay for my goods/services?

You can use Samsung Pay wherever you see the contactless payment symbol. You can also make in-app purchases where you see the Samsung Pay button at checkout2.

 

Is there a £45 transaction limit when I use Samsung Pay?

Not necessarily, the retailer you're spending with will set the transactional limit, so only in some cases there may be a £45 transactional limit, please check with the retailer.

Note that there is not a £45 transaction limit when using Samsung Pay in Waitrose.

 

Which devices are eligible for Samsung Pay?

Samsung Pay is available on all of Samsung's latest devices:

  • Galaxy S8
  • Galaxy S8+
  • Galaxy S7
  • Galaxy S7 edge
  • Galaxy S63
  • Galaxy S6 edge3
  • Galaxy S6 edge+3
  • Galaxy A3 2017
  • Galaxy A5 2017

 

Here is a full list of eligible devices3.

 

How do I set my Partnership Card as my favourite card on my device?

You can set your Partnership Card as your favourite card by going to ‘Settings’, ‘Manage Favourite Cards’, and selecting your Partnership Card as your favourite. Note that the last card you used will automatically appear the next time you use Samsung Pay, unless you change your favourite.

 

I'm trying to register for Samsung Pay, but it's showing an incorrect mobile phone number/email address. What can I do?

Please call us on 0345 300 3833* (8am to 8pm, 7 days a week) so that we can update your contact details. We'll also need to help you through the registration process.

 

How do I get a refund in a store for something I purchased using Samsung Pay?

You'll need to check refund and returns policies with each store or merchant. If you're returning an item purchased with Samsung Pay, the store may require you to hold your phone near to the card reader to complete the refund, using the card from the original purchase.

Other retailers may need to make the refund back to your physical Partnership Card. So make sure you also have your physical card handy in case a purchase cannot be refunded to your device.

 

How do I get a refund for something I purchased in-app using Samsung Pay?

The refund will be processed by the merchant in the same way as it is for any online purchase.

Depending on the return and refund policies of the merchant, it may take several days for the refund to appear on your statement.

 

What should I do if my Samsung device that has my Partnership Card registered to it is lost or stolen?

If any Samsung device that has a Partnership Card linked to it is lost or stolen, please report it to us on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

If you lose your phone, you can use Samsung’s ‘Find My Mobile’ function to disable your Samsung Pay app remotely with the ‘Wipe my device’ option. Because none of your personal or card information is stored on the device, it remains safe and secure.

 

What do I need to do if my Partnership Card is lost or stolen?

To report a lost or stolen card contact us immediately on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

While your replacement Partnership Card is being issued, you can continue to use Samsung Pay. The token in Samsung Pay is transferred to the new card number, so there's no need to add your replacement card.

 

What happens if I get a new Samsung Pay compatible device?

Please ensure that you remove your Partnership Card from old devices before selling, exchanging, or disposing of them. You should also remove your card if you temporarily pass your device to someone else; for example, if you hand it over to be repaired.

To remove your card, go into the Samsung Pay app, tap on your Partnership Card, go to ‘view more’ and select ‘Delete card’.

If you believe that you may have left your Partnership Card linked to your old device, please contact us immediately on 0800 015 0914 (+44 121 214 5732* outside the UK). Lines are open 24 hours a day, 7 days a week.

 

What if I want to remove my Partnership Card from Samsung Pay?

You can remove a card from Samsung Pay at any time. Open the Samsung Pay app, tap the card that you want to remove, go to ‘view more’, and select ‘Delete card’.

 

What happens if my card expires?

Card details are automatically updated in Samsung Pay by the card issuer so no action is required.

 

If I request a replacement Partnership Card, do I need to update my card information in Samsung Pay?

While your replacement Partnership Card is being issued you can continue to use Samsung Pay. The token in Samsung Pay is transferred to the new card number, so there's no need to add your replacement card.

 

I’m getting notifications on my device when I use Samsung Pay. How can I turn these off?

You’ll receive ‘Card notifications’ for your Partnership Card in Samsung Pay on your device. These let you know about purchases made using Samsung Pay.

You can turn these notifications on or off. Open the Samsung Pay app, tap ‘Settings’, then tap ‘Notifications’, then tap the toggle switch for ‘Card notifications’.

 

Can my additional cardholder add their Partnership Card to Samsung Pay?

Yes. An additional cardholder can add their Partnership Card to Samsung Pay. Note that the security code for registration and the welcome email will be sent to the main cardholder’s email or phone.

 

Can I use Samsung Pay overseas?

Yes. All retailers who accept contactless payments will accept Samsung Pay whether they're in the UK or overseas. If you use Samsung Pay to pay with your Partnership Card overseas, then you’ll incur the standard non-sterling transaction fee of 2.75% on purchases. You may also incur charges from your mobile service provider for using Samsung Pay overseas.

 

Do I still need to carry my Partnership Card with me if I am using Samsung Pay?

We would recommend that you still carry your Partnership Card with you if you're using Samsung Pay, as not all retailers accept Samsung Pay as a payment method and some retailers limit the transaction amount to £45.

 

Can I add my Partnership Card to other devices?

You can add your Partnership Card to Samsung Pay on up to eight of your devices.

 

Can I use Samsung Pay on Transport for London (TfL)?

Samsung Pay allows you to set up a card as a ‘transport card’ to use on TfL services. ‘Pay as you go’, without fingerprint or PIN, by tapping your device on the yellow card reader, even when the screen is off.

You can use your Partnership Card as your transport card for ‘Pay as you go’ travel on London Buses, Tube, London Trams, DLR, London Overground, TfL Rail, Emirates Air Line, River Bus and most National Rail services in London.

Find out more at the TfL website.

 

Will TfL daily and weekly capping still apply when using Samsung Pay?

As long as you use one payment method throughout your journey, TfL daily or weekly capping will apply where eligible, and you'll be charged the correct amount for your journey.

For example, if you switch between your physical card and Samsung Pay throughout your journey, they will be treated as two separate payment methods. This means you could be charged maximum fares for incomplete journeys, and you may not benefit from the daily or weekly capping.

 

* For training purposes, we may monitor and/or record calls to this number.

1. Iris scanner is available with Samsung Galaxy S8 & S8+ models only.

2. Samsung Pay checkout button position varies by merchant app.

3. Available on Samsung Galaxy S6, S6 edge and S6 edge+ devices, which have the Android Nougat 7.0 software update.

Samsung and Samsung Pay are trademarks or registered trademarks of Samsung Electronics Co., Ltd. Use only in accordance with the law. Samsung Pay is available on select Samsung devices.

Most Partnership Card credit cards are eligible for Samsung Pay, subject to status.

 

We are sorry to hear of the potential disruption to your travel. We hope the following advice helps you to resolve your current situation.


Direct bookings

Flybe are not ATOL protected so flights booked directly with Flybe have no protection.

Please submit a claim using our online Card Dispute Declaration form or download and print the transaction dispute form (PDF) and send the completed form to the address listed.

You will need to attach the following:

  • Copy of your booking confirmation, including flight details for both outbound and inbound (if applicable).
  • Copy of any cancellation emails/correspondence directly from Flybe OR confirmation of the company going into administration.



Bookings made via a travel agent

For bookings made with a travel agent (bonded by ABTA), it’s best to speak to them in the first instance. ABTA provides guidance and help in resolving rail, road and sea travel complaints and could help with resolving your situation.


Will travel insurance cover me?

You may have cover depending on the type of insurance you have.

You should check the fine print of your insurance for both Scheduled Airline Failure Insurance (SAFI) and End Supplier Failure to see whether you are covered.

SAFI is flight coverage only while End Supplier Failure will include certain other costs as well, depending on their policy.

End Supplier Failure will cover costs for hotels or airlines if they go bust, such as non-refundable hotel and travel bookings.

It can also include cover for transportation such as ferries, trains and coaches, and villas and cottages.

 

Flybe scams

Criminals are exploiting holidaymakers following the collapse of the airline Flybe.

They're trying to scam people into revealing personal and financial information.

They do this by:

  • Pretending to be an employee of the affected company.
  • Asking for your bank account details to process refunds quicker.
  • Offering alternative airline flights for an extra cost.
  • Pretending to help with the aftermath of the collapse.


So be wary of emails, texts, letters, social media messages or phone calls offering help in reclaiming your refund from Flybe.

If you're not sure about someone who's contacted you, visit the Take Five to Stop Fraud website.

Remember, we will never ask for your telephone security number or information from your Secure Key.

If you think you may have given information to a criminal, call us immediately on 0345 300 3833 (if abroad call +44 121 214 5732). This number can be checked against the number on the back of your card.

You will have seen on the news that Jet2 and other flight providers have reduced or cancelled travel to some destinations in line with advice from the Foreign office.

Currently, affected European destinations include: Austria, Cyprus, Czech Republic, Italy, Madeira, Malta, Poland, Mainland Spain, the Canary Islands and the Balearic Islands.

Jet2 have set up a dedicated page on their website with all relevant information: Jet2 travel updates.

For all other flight providers, please refer to the their websites for guidance.

Travel and flight providers should be refunding customers or providing an alternative if they cancel flights or travel arrangements, in accordance with their terms and conditions. In this instance, these queries should not be referred to the disputes teams.

 

 

Guidelines relating to travel plans affected by Coronavirus

If flights, package holidays, or events are cancelled it is important to refer to the contract and follow the supplier’s refund/re-booking terms in the first instance. You should do this before raising any dispute or Section 75 claim as this will help with your Section 75 claim.

 

Future travel plans

If the travel arrangements are all still operational but you want to, or have already cancelled, any refunds will be subject to the refund policy within the supplier’s terms and conditions.

You may not be entitled to a refund if you have voluntarily opted to cancel. It is worth contacting the supplier in case they are willing to offer a refund or alternative as a gesture of goodwill in the exceptional circumstances. If the date of travel is some time in the future, you may want to wait until nearer the time of travel before making a decision to voluntarily cancel.

There will be no dispute or Section 75 rights, unless the supplier’s terms and conditions have a refund policy which the supplier declines to honour.

 

I have health conditions and don’t want to take a risk by going on holiday

Please seek medical advice. A GP may provide you with a letter to say that you’re unable to travel. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

There will be no dispute or Section 75 rights in these circumstances as you/your family member are not able to travel and the supplier has not done anything wrong. It’s worth contacting the supplier in case they are willing to offer a refund or alternative as a gesture of goodwill.

 

Myself or my family member is not well enough to travel

You should consult your GP or seek medical advice. They may provide you with a letter to say that you or your family member are not able to travel. If you have travel insurance, depending on your policy cover you may be covered and/or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

There will be no dispute or Section 75 rights in these circumstances as you or your family member are not able to travel and the supplier has not done anything wrong. It’s worth contacting the supplier in case they are willing to offer a refund or alternative as a gesture of goodwill.

 

I’ve booked my flights and hotel independently (i.e. not as a package) and the flights are no longer available

You should contact the airline company and hotel in the first instance to recover the cost of your flights and hotel or to re-book alternatives. The hotel costs may not be recoverable unless you have cancellation rights in the hotel supplier’s terms. If this isn’t successful, you may be able to dispute the transaction (see Disputing a transaction below).

 

I am on holiday and a lot of the facilities are closed, so I want to claim a refund for the value of my holiday

This will depend on the supplier’s terms and the specific circumstances of your case. You may not be entitled to claim a refund if the closure of facilities is outside of the control of the travel and / or accommodation/tour provider. The travel and/or accommodation/tour provider should communicate with you if the facilities which you have booked for your holiday are not available during your stay (if this is known prior to travel so that you can make an informed choice).

 

I’ve booked a holiday to a location but the embassy is no longer issuing visas

You should contact the airline company, travel operator or tour organiser and explain that you are unable to travel. Depending on the supplier’s terms, you may be able to recover the cost of your trip or re-book alternatives. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis. In order to raise a dispute of s75 claim, please ensure you provide us with the full details relating to the booking and all subsequent correspondence with the suppliers and insurers. We will review your specific case on its merits.

We will review these on a case by case basis (see Disputing a transaction below).

 

I’ve booked flights and hotels for an event. The travel is available but is not required as the event has been cancelled

You should contact the airline company, travel operator or hotel and explain that the event has been cancelled and ask if you are able to cancel. This will depend on your cancellation rights. Some companies may offer you a refund or allow you to re-book given the circumstances. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

You may be entitled to bring a Section 75 claim depending on the circumstances of your case as long as the total purchase price of the event tickets are greater than £100. You will need to provide us with the full details relating to the booking, the supplier’s terms and all subsequent correspondence with the suppliers and insurers and we will assess your claim on its merits (see Disputing a transaction below).

 

I booked flights to the USA via a European hub airport. The current advice is that the USA will not accept any passengers from Europe

You should contact the airline company, travel operator or tour organiser in the first instance for advice and guidance. The airline company may be able to offer you an alternative route, a refund or offer an alternative booking.

If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

You may be entitled to bring a Section 75 claim depending on the circumstances of your case. Please ensure you provide us with the full details relating to the booking and all subsequent correspondence with the suppliers and insurers. We will review your specific case on its merits (see Disputing a transaction below).

 

Will it cost me more money to use my card abroad as a result of Coronavirus?

No. Our charges for using a card abroad will be staying the same.

Please check your card terms and conditions before you travel so you are aware of the charges that apply to overseas spending. Just so you know, currently financial markets are less stable than normal. This means exchange rates may vary more than they usually would.

 

Will credit card purchases abroad still be protected?

We do not expect Coronavirus to have an impact on your existing credit card protection. We recommend you check the latest terms and conditions before you travel. This will give you certainty of what is and isn’t protected before you complete a purchase.

 

Are payments to my account affected?

All payment methods detailed on the back of your statement are still available. (See Making a payment to your account, above)

However, to lower the risk of any delays we suggest you consider setting up a direct debit. You can do this for the minimum payment amount. This will make sure you don’t fall behind on your payments.

You can also send funds at any time by contacting your main bank and using the faster payments service. Details of the sort code and account number are on the back of your statement.

 

Will Coronavirus affect my ability to get a Partnership Card?

No. You’ll still be able to apply for a Partnership Card. Your application will be subject to all the usual checks.

 

My income has been affected by Coronavirus. What income should I put in the application form? 

Your income should reflect any impact, direct or indirect, from the coronavirus (eg if you have been furloughed, are claiming a government grant/support or have a loss or reduction in income).

If you don’t know what your annual income will be, or expect this to change, please select ‘Yes’ to the ‘Do you foresee any changes to your circumstances that may increase your outgoings or reduce your disposable income?’ question.

 

If I’ve not received goods or services, am I entitled to claim the money back under Section 75?

It will depend on the specific circumstances of your case.

You should contact the company where you have purchased the goods or services (e.g. the airline if you have purchased airline tickets). They will help you understand why you haven’t received the goods or services, and this may enable you to resolve the matter with them directly and quickly. This may result in a refund or offer of an acceptable alternative such as booking for an alternate date.

If you haven’t been able to obtain a refund from the retailer, you can contact us to query the transaction or raise a dispute (see Disputing a transaction below). You may be entitled to claim under Section 75 but this will depend on the specific details of each case. We ask that you tell us exactly what happened, and give us all relevant documents to support your claim. This is so that we can assess whether there are grounds for a successful claim under Section 75.

 

What protection is offered to me when purchasing on my credit card?

Section 75 of the Consumer Credit Act 1974 offers protection where goods/or services have been purchased using a credit card.

Section 75 doesn't provide protection for every transaction made using a credit card. There's 3 main requirements for Section 75 to apply:

The Bank must have provided credit used to purchase the goods/services from a supplier which are the basis of the claim. The cash price for the goods/services must be between £100 and £30,000. There must be a breach of contract or misrepresentation by the supplier.

A breach of contract is where the supplier doesn't do what the contract says it agreed to do. For example, there's a breach of contract where goods are not supplied, are defective or not up to standard.

A misrepresentation is an untrue statement made by one party to another which convinces them to make the purchase. For example, there is misrepresentation if the supplier tells a consumer to buy an expensive piece of software - by incorrectly saying it will be compatible with their existing PC operating system when it is not.

We do not expect you to make complicated legal arguments about Section 75, breach of contract or misrepresentation. Instead, we ask that you to tell us exactly what happened with relevant documents in support of your claim, so that we can assess whether there are grounds for a successful claim under Section 75.
 

Will 0% balance transfer deals continue to be available?

Coronavirus isn’t expected to have an impact on balance transfer deals. We will regularly review the products available and may choose to withdraw or introduce new products at any given time.

 

Will there be any increases to my credit card APR or fees due to Coronavirus?

No. We do not expect Coronavirus to have an impact on your APR or fees.

 

If I miss a payment because of being affected by Coronavirus, will my credit rating be affected?

If you think that you’re at risk of missing a payment, please contact us as soon as possible. There are a number of ways we can help you. Missing a payment may have an impact on your credit score, so it’s important to talk to us before this happens.

 

Will Coronavirus impact the information held about me by UK Credit Reference Agencies?

No. There will be no impact on the information held about you unless you miss a repayment on your mortgage, personal loan or credit card.



 

Partnership Card Late Payment Fees

From 8 April until 8 July 2020, we won’t be charging any late payment fees if payments to your Partnership Card aren’t made on time. You don’t need to get in touch – we’ll process things automatically. You should still try to make at least your minimum monthly payment on time to avoid any impact on your credit file, which could affect your ability to get credit in the future.

 

What is a late payment fee?

Under your credit card agreement, you’re required to make a minimum payment by the due date shown on your monthly statement. There’s normally a £12 late payment fee if your minimum payment isn’t made on time in any month. But from 8 April until 8 July 2020, we won’t be charging this fee.

 

Will my credit rating be affected?

Missing your payment can affect your credit rating, so please try to make your minimum payments each month.

 

Does this mean I don’t need to make a payment to my Partnership Card?

No. Please try to pay at least your minimum payment each month to avoid your credit rating being affected. However if you’re late making a payment between 8 April and 8 July 2020, you won’t be charged a late payment fee.

 

I’m worried about making a payment to my Partnership Card

If you’ve been impacted by coronavirus and are worried about making payments to your Partnership Card, you can request a 3-month payment holiday. Taking a payment holiday is only suitable if you have short-term financial concerns.

Find out how a Partnership Card payment holiday works and how to apply on our website under Payment holidays below.

 

Coronavirus fraud

Criminals are using the Coronavirus outbreak as an opportunity to try to steal money.

They're posing as organisations such as banks, government, the World Health Organisation or other health service providers, and pretending to offer things like a safe haven for your money or medical guidance. They’ll then try to trick you into giving personal or financial information.

These claims are made in fake emails, phone calls, texts and social posts using Coronavirus as a cover story. Remember, we will never ask you for any PINs or passwords or to move money to a safe account.

If you think you've been targeted by a Coronavirus scam, report it to Action Fraud.

 


What happens if I become a victim of Card fraud whilst affected by Coronavirus?

We’re here to support you. If you think you have fallen victim to fraud, please contact us to query the transaction or raise a dispute (see Disputing a transaction below).

 

 

Guidelines relating to travel plans affected by Coronavirus

If flights, package holidays, or events are cancelled it is important to refer to the contract and follow the supplier’s refund/re-booking terms in the first instance. You should do this before raising any dispute or Section 75 claim as this will help with your Section 75 claim.

 

Future travel plans

If the travel arrangements are all still operational but you want to, or have already cancelled, any refunds will be subject to the refund policy within the supplier’s terms and conditions.

You may not be entitled to a refund if you have voluntarily opted to cancel. It is worth contacting the supplier in case they are willing to offer a refund or alternative as a gesture of goodwill in the exceptional circumstances. If the date of travel is some time in the future, you may want to wait until nearer the time of travel before making a decision to voluntarily cancel.

There will be no dispute or Section 75 rights, unless the supplier’s terms and conditions have a refund policy which the supplier declines to honour.

 

I have health conditions and don’t want to take a risk by going on holiday

Please seek medical advice. A GP may provide you with a letter to say that you’re unable to travel. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

There will be no dispute or Section 75 rights in these circumstances as you/your family member are not able to travel and the supplier has not done anything wrong. It’s worth contacting the supplier in case they are willing to offer a refund or alternative as a gesture of goodwill.

 

Myself or my family member is not well enough to travel

You should consult your GP or seek medical advice. They may provide you with a letter to say that you or your family member are not able to travel. If you have travel insurance, depending on your policy cover you may be covered and/or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

There will be no dispute or Section 75 rights in these circumstances as you or your family member are not able to travel and the supplier has not done anything wrong. It’s worth contacting the supplier in case they are willing to offer a refund or alternative as a gesture of goodwill.

 

I’ve booked my flights and hotel independently (i.e. not as a package) and the flights are no longer available

You should contact the airline company and hotel in the first instance to recover the cost of your flights and hotel or to re-book alternatives. The hotel costs may not be recoverable unless you have cancellation rights in the hotel supplier’s terms. If this isn’t successful, you may be able to dispute the transaction (see Disputing a transaction below).

 

I am on holiday and a lot of the facilities are closed, so I want to claim a refund for the value of my holiday

This will depend on the supplier’s terms and the specific circumstances of your case. You may not be entitled to claim a refund if the closure of facilities is outside of the control of the travel and / or accommodation/tour provider. The travel and/or accommodation/tour provider should communicate with you if the facilities which you have booked for your holiday are not available during your stay (if this is known prior to travel so that you can make an informed choice).

 

I’ve booked a holiday to a location but the embassy is no longer issuing visas

You should contact the airline company, travel operator or tour organiser and explain that you are unable to travel. Depending on the supplier’s terms, you may be able to recover the cost of your trip or re-book alternatives. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis. In order to raise a dispute of s75 claim, please ensure you provide us with the full details relating to the booking and all subsequent correspondence with the suppliers and insurers. We will review your specific case on its merits.

We will review these on a case by case basis (see Disputing a transaction below).

 

I’ve booked flights and hotels for an event. The travel is available but is not required as the event has been cancelled

You should contact the airline company, travel operator or hotel and explain that the event has been cancelled and ask if you are able to cancel. This will depend on your cancellation rights. Some companies may offer you a refund or allow you to re-book given the circumstances. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

You may be entitled to bring a Section 75 claim depending on the circumstances of your case as long as the total purchase price of the event tickets are greater than £100. You will need to provide us with the full details relating to the booking, the supplier’s terms and all subsequent correspondence with the suppliers and insurers and we will assess your claim on its merits (see Disputing a transaction below).

 

I booked flights to the USA via a European hub airport. The current advice is that the USA will not accept any passengers from Europe

You should contact the airline company, travel operator or tour organiser in the first instance for advice and guidance. The airline company may be able to offer you an alternative route, a refund or offer an alternative booking.

If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

You may be entitled to bring a Section 75 claim depending on the circumstances of your case. Please ensure you provide us with the full details relating to the booking and all subsequent correspondence with the suppliers and insurers. We will review your specific case on its merits (see Disputing a transaction below).

 

Will it cost me more money to use my card abroad as a result of Coronavirus?

No. Our charges for using a card abroad will be staying the same.

Please check your card terms and conditions before you travel so you are aware of the charges that apply to overseas spending. Just so you know, currently financial markets are less stable than normal. This means exchange rates may vary more than they usually would.

 

Will credit card purchases abroad still be protected?

We do not expect Coronavirus to have an impact on your existing credit card protection. We recommend you check the latest terms and conditions before you travel. This will give you certainty of what is and isn’t protected before you complete a purchase.

 

We’re currently experiencing higher than normal dispute queries and it may take the team longer to respond at this time. We’re sorry for the inconvenience this may cause and thank you for your patience.

If you need to dispute a transaction, please ensure you have checked all relevant FAQs before completing the online form:

 

Why can’t I use my credit cards for gambling transactions?
From 14 April 2020, all UK licensed gambling operators can no longer accept credit cards for gambling.

This step was announced by the Gambling Commission on 14 January 2020, with the aim of protecting consumers against the risks of harm associated with the use of credit cards for gambling. To support this, we’re making changes to restrict the use of Partnership Card for gambling, where gambling businesses continue to accept them.

What transactions are affected by this change?
This change only impacts transactions made using Partnership Card, where we have reason to believe they’re for gambling purposes.

How does the gambling restriction on Partnership Card work?
Businesses that accept payment by Partnership Card are categorised depending on the type of goods or service they provide (this is done by Mastercard and Visa, and not by John Lewis Financial Services Limited). If we know or suspect a Partnership Card payment is for gambling purposes because of the way the merchant is categorised, it’ll be declined.

We can’t guarantee we’ll block all gambling transactions and you’ll still be liable for any that do go through. For example, some lottery tickets are sold through supermarkets, so may not be identified as gambling transactions.

Does this mean I can’t use my Partnership Card for gambling overseas?
Yes. This’ll affect transactions using your Partnership Card with merchants categorised as gambling internationally.

Why do my Partnership Card terms and conditions suggest that my card can be used for gambling?
Our terms and conditions currently explain that gambling transactions are treated as cash related payments. We’re updating them to make it clear that your Partnership Card shouldn’t be used for gambling.

Can I remove this gambling restriction from my Partnership Card?
No. This restriction applies to all Partnership Cards and is effective from 16 April 2020.

Are all banks supporting this change?
The change the Gambling Commission is making from 14 April 2020 applies to all credit cards.

John Lewis Financial Services Limited has additionally decided to support the Gambling Commission’s objective of reducing gambling harm by blocking any transactions made using Partnership Card where we know, or suspect they’re for gambling purposes. Other card issuers may have different plans.

I made a gambling related transaction using my Partnership Card, why was this allowed?
We identify gambling transactions based on the way the business you’re paying is categorised. If the category wasn’t gambling-related, we may not have identified that your payment was for a gambling transaction.

Does this change affect gambling related transactions using debit cards?
These changes only apply to credit cards, including the Partnership Card. There is no change to the use of debit cards for gambling transactions.


Where can I find additional support around gambling?
There is help and support on gambling related issues at:

 

If you’ve been impacted by coronavirus and are worried about making payments on your Partnership Card, you can request a three month payment holiday. This won’t impact your credit rating.

Taking a credit card payment holiday is only suitable if you have short-term financial concerns.

If you have longer-term concerns, or if you’re already behind on payments, see Money worries above.
 

Who can request a payment holiday?

You can submit a request if:

  • You hold a Partnership Card account (you can’t submit a request if you’re an additional cardholder).
  • You’ve been directly or indirectly impacted by coronavirus.
  • Your ability to make at least your minimum monthly credit card payment has been temporarily affected, or you’re expecting it to be – for example, you’ve lost your job or you’re having to work fewer hours.


If this doesn’t currently apply to you, please don’t make a request now. You’ll be able to make a request up until 9 July 2020 if your circumstances change.
 

What if you’re paying down an existing John Lewis Account Card and want to apply for payment holiday?

You can make a request for a three month payment holiday if you have a John Lewis Account Card. To make a request, please call us on 0345 608 0764 and select option 2 when prompted.

Once we’ve reviewed your request, we’ll get in touch by email or post. This may take up to seven working days as we’re anticipating a high number of requests, so please bear with us.
 

How will this work?

If you submit a request for a three-month credit card payment holiday and it’s accepted, we’ll temporarily change the terms of your credit card agreement. There'll be no minimum monthly payment due over the payment holiday.

We’ll write to you to confirm this change. There’ll be no other changes to your terms and conditions, which will continue to apply during the payment holiday.

If you make your payments by:

  • Direct Debit, we won’t collect any payments from you over the payment holiday period (we’ll do this automatically, so you don’t need to cancel your Direct Debit instruction).
  • Standing order or bill payment, you’ll need to contact your bank to cancel this yourself.


At the end of the three month period, your minimum payment will go back to the usual calculation, as set out in your current terms and conditions. This will be based on a percentage of the total amount you owe at the time. It will take into account any increase due to interest, or use of your card, during the payment holiday period. This means your minimum payment could be higher after the payment holiday ends.
 

Will interest and charges apply during the payment holiday?

We’ll continue to charge interest at the standard rates during the payment holiday. You can find details of these rates in your credit card agreement or on your monthly statement. Standard charges (for example, if you use your card to withdraw cash) will also apply.

As you won’t be paying off interest during this period (which means we’ll charge interest on that interest, as well as on any new transactions on your account), it may cost you more and take you longer to repay your balance.

You’ll still be able to make payments towards your account during the payment holiday period (though we won't collect any payments by Direct Debit). Any payments you’re able to make will reduce the amount of interest you pay.

We won’t apply any charges for going over your credit limit during the payment holiday. As you won’t need to make any payments during this period, there’ll be no charges for paying late.
 

What if you have an introductory or promotional rate on your account?

An introductory or promotional rate will continue to apply for the remainder of the introductory or promotional period (the payment holiday won’t change when this ends). After this, our standard rates will apply.
 

Can you still use your Partnership card?

You'll still be able to use your Partnership Card as normal during the payment holiday period. This means we won’t suspend use of your card due to the payment holiday. However, if we’ve suspended your card for another reason (for example because we see a risk of fraud, or we feel you won’t be able to repay what you owe), the payment holiday won’t change this.

 

How do you request a credit card payment holiday?

To submit a request for a Partnership Card payment holiday, you can fill out our online form. Once we’ve processed your request, we’ll be in touch by email or post as soon as possible. This could take up to seven working days as we’re anticipating a high number of requests, so please bear with us.

To fill out the form, you’ll need your:

  • Credit card number
  • Next payment due date


You can find these details on your credit card, on your statement or (for your payment date) in the My Account screen in your online account.

Once your request has been processed and a decision has been made, we’ll contact you by email or send you a letter with an update. We won’t be able to provide this over the phone. If your request is accepted, your confirmation letter will outline the temporary variation to your credit card terms and conditions.

 

Will this affect my credit rating?

Taking a credit card payment holiday won't impact your credit rating. However, if you go over your credit limit due to interest or new transactions added during the payment holiday, or you don’t restart payments after it ends, your credit rating could be affected.

 

Which credit card payments will this apply to?

If your request is accepted, we’ll be in touch to confirm when the payment holiday will apply.
 

What if I’ve already missed a payment?

You can still request a payment holiday using our online form. We’ll review your request and contact you to confirm if it’s been accepted.

If you’ve missed more than one payment, there may be other options that are more suitable for you, depending on your circumstances. If this is the case, we’ll provide further details of the available options.

If you’ve already spoken to our Financial Guidance team and an alternative solution or payment arrangement has been set up, this will remain in place while we process your request for a payment holiday. If your request is accepted, we’ll take care of this and update the solution or payment arrangement without you needing to contact us.
 

What if I still can’t afford to make my credit card payments after the payment holiday?

If your circumstances change during the payment holiday period and you’re worried about being able to start making at least your minimum monthly payment again, you should contact us to see what options we have available to support you. We have a range of other solutions available to support you with longer term difficulties – some of these may have an impact on your credit rating.

Applicants for the Partnership Card must be UK residents (excluding the Channel Islands), aged 18 or over and have a personal income of more than £6,750 a year. Credit subject to status. Full terms and conditions for the Partnership Card

John Lewis plc trading as John Lewis Finance acts as a credit broker for the purpose of introducing credit for the Partnership Card provided under exclusive arrangements with the lender John Lewis Financial Services Limited, a subsidiary of HSBC UK Bank plc.

John Lewis Finance is a trading name of John Lewis plc, registered in England with company number 233462, registered office: 171 Victoria Street, London SW1E 5NN. Authorised and regulated by the Financial Conduct Authority (Financial Services Register number 724309). John Lewis Financial Services Limited (a subsidiary of HSBC UK Bank plc) is registered in England with company number 464530, registered office: 8 Canada Square, London E14 5HQ. Authorised and regulated by the Financial Conduct Authority (Financial Services Register number 715060) including for the provision of payment services (Register number 542750). ‘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.

AC43540. AC44388.

Copyright © John Lewis Partnership
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