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The John Lewis Partnership
Account Card has closed

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The John Lewis Partnership has taken the difficult decision to close the Account Card programme, this came into effect at midnight on 30 September 2014.

We stopped signing up new customers to the Account Card over nine years ago, in response to the growing customer demand for our John Lewis & Waitrose partnership card (representative 16.9% APR variable) and its voucher scheme. While we continued to maintain the facility for nine years, it has become increasingly difficult to do so. Sadly, with the need to reinvest in the support for all our cards, we could no longer commit to the Account Card; a decision which was not taken lightly.

FAQs


Can I keep my Account Card open?

We regret that the decision to close the Account Card programme was final and John Lewis Financial Services Ltd are not able to keep individual customer accounts open.


Is there an alternative/replacement for the Account Card?

The Account Card has not been replaced with an alternative store card. However, the partnership card offers an alternative credit facility and reward scheme. (Representative 16.9% APR variable)


What should I do with my plastic card?

Please ensure you destroy the card securely.


I have a balance on my account that was not paid in full before the closure date.

There was no requirement to pay account balances in full before the closure date. If you have a balance on your account, you will be allowed to pay this down in accordance with the terms of your Account Card agreement and the Representative 16.9% APR variable will not vary during this period.


Will I still receive regular monthly statements?

You will continue to receive monthly statements for as long as you have a balance on the account.


What will happen if I try and use my card to make a purchase?

Your Account Card will not be accepted in John Lewis or Waitrose stores or online at johnlewis.com or waitrose.com as a payment method and you will be asked for an alternative method of payment.


How do I pay the outstanding balance on my account?

As at present, you can pay using a debit card, via Direct Debit, or via online banking (please see the reverse of your statement for all payment options). You can make a payment with a debit card by calling our Customer Service Team on 0345 300 1223.


How do I request a refund if my account is in credit?


If your account is in credit, please call us on 0345 300 1223 to arrange a refund.


How do I cancel my standing order or Direct Debit once my balance is cleared?

You will need to contact us at least four working days before your payment collection date if you need to cancel your Direct Debit. You should contact your bank to cancel any standing orders.


What happens if I need to return an item, that was purchased on my Account Card, to John Lewis or Waitrose after my account has been closed?

If you need to return an item, you will be offered a cash refund.


I use my Account Card to access Quick Check, will this still work?

No, Account Cards are no longer accepted as payment or access method for Quick Check or Quick Pay in Waitrose. Waitrose are advising customers to register an alternative card to access Quick Check on their next visit.

 

Our Account Card Services team are on hand to deal with your request between the hours of 7am and 9pm, 7 days a week. We will aim to respond via email or telephone within 48 hours.

Please see the following table to identify the relevant phone number:


John Lewis Card Services

0345 300 1223 or
01212 145535

(open from 7am - 9pm, 7 days a week)

John Lewis Lost and Stolen Cards

0800 015 3036

(open 24 hours, 7 days a week)

Waitrose Card Services

0345 300 3127 or
01212 145852

(open from 7am - 9pm, 7 days a week)

Waitrose Lost and Stolen Cards

0800 015 3038

(open 24 hours, 7 days a week)

Peter Jones Card Services

0345 300 3125 or
01212 145850

(open from 7am - 9pm, 7 days a week)

Peter Jones Lost and Stolen Cards

0800 015 3037

(open 24 hours, 7 days a week)

Apply for the partnership cardTM

0345 300 3830 or
01212 145735

(open from 9am - 6pm Mon to Sat)

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.

Our staff are trained to provide the highest standards of assistance and care to our customers and we are 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 would like the opportunity to put things right as quickly as we can. What if I have a complaint?

How do I make a complaint?

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.

Phone: Please see above table for the relevant phone numbers.

Textphone:

0121 265 3051

Write to us at:

Account Card Services
Customer Complaints Team
PO BOX 5140
Coventry
CV3 9ES

On receipt of your complaint, we will fully investigate all the issues raised and aim to resolve matters for you as quickly as possible, either by talking with you or by writing to you. However, depending on the nature of the issue we may not be able to resolve it as quickly as we would want to. If this is the case, we will keep you updated on our progress. When we reply to your complaint, if you consider that our response does not address your concerns, please let the person who handled your complaint know so that we have the opportunity to see if there is anything further we can do.

We recommend you do not send us information such as account details, but please provide your name, address and post code and preferred contact telephone. If we need to contact you, we will respond by telephone or letter. We always want to be able to resolve any concerns you raise with us. However, where you are not satisfied with the outcome, or if you have not 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 in the following ways.

Call: 0300 123 9123

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

Write to
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

John Lewis Financial Services Limited, which issues and manages the John Lewis, Waitrose and Peter Jones Account Card, is a member of the Financial Ombudsman Service. A copy of our Internal Complaints Procedures and details of the Financial Ombudsman scheme can be obtained upon request.

General Terms

The John Lewis, Waitrose and Peter Jones Account Cards are managed by John Lewis Financial Services Limited, which is a member of the HSBC Group, formed for the purpose of providing financial services to customers of the John Lewis Partnership.

About Us 

John Lewis Financial Services Limited is a member of the HSBC Group formed for the purpose of providing financial services to customers of the John Lewis Partnership.

In addition to the John Lewis, Waitrose and Peter Jones Account Cards, John Lewis Financial Services Limited is also responsible for the operation of the partnership card.

John Lewis Financial Services Limited is incorporated in England with limited liability under Company Number 4645530. Registered office: 8 Canada Square, London E14 5HQ.


Website Terms of Use

Unless otherwise specified, this website is directed solely at those who access this site from the UK. John Lewis Financial Services Limited does not make any representations that any product or service referred to in the materials on this website are appropriate for use, or available, in other locations. Those who choose to access this site from other locations are responsible for compliance with local laws if and to the extent local laws are applicable.

This site is optimised for JavaScript enabled browsers. If you do not have a browser that supports JavaScript, functionality of this site will be severely limited.

Privacy

Your private information should remain just that. It is stored on a computer and guarded both physically and electronically by our 24-hour surveillance system, which has been designed to be one of the most secure around.

If you would like further details, please take a look at our Privacy Policy page.

Complaints procedure

Our staff are trained to provide the highest standards of assistance and care to our customers, and are 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 would like the opportunity to put things right as quickly as we can. We operate a simple 3-step complaint procedure, which aims to resolve any problem quickly and effectively. In addition, John Lewis Financial Services Limited, which issues and manages the Account Card, is a member of the Financial Ombudsman Service.

Step 1

If you have a complaint, please raise it with John Lewis, Waitrose or Peter Jones Account Card Services, by contacting John Lewis Account Card Services on 0345 300 1223, Waitrose Account Card Services on 0345 300 3127or Peter Jones Account Card Services on 0345 300 3125. Lines are open from 7am - 9pm, 7 days a week.

If you telephone and the matter can easily be resolved, we will do so, and that will be the end of the matter. Where we are unable to resolve a complaint, or where you have written in the first instance, we will write and tell you who is dealing with your complaint and when you can expect a response.

Step 2

If you feel that your complaint has not been resolved, it can be progressed to the next stage. Please contact our team of specialist complaint handlers, care of the following address.

Account Card Services
Customer Complaints Team
PO BOX 5140
Coventry
CV3 9ES

We expect that this will bring the matter to a mutually agreeable solution.

Step 3

If you remain dissatisfied you can ask for the matter to be referred to the Chief Executive Officer (CEO). You will need to set out your reasons for dissatisfaction, and the CEO's office will ensure that your complaint is reviewed objectively, fairly and reasonably. We always seek to resolve complaints internally, but there may be instances when we cannot reach an agreeable solution. Where this is the case we will send you a letter confirming our final response. This means you have reached the end of our Internal Complaints Procedure, and if you are still not satisfied you may be able to refer your complaint to an external arbitration scheme, namely the Financial Ombudsman Service. We will provide you with details of how to do this.

A copy of our Internal Complaints Procedures and details of the Financial Ombudsman Service can be obtained upon request.

This Privacy Statement sets out our current policies about how your personal and financial information is dealt with and demonstrates our commitment to your privacy. We may change the content or services found on our site at any time without notice, and consequently our privacy policy may change at any time in the future. You agree to revisit this page regularly and your continued access to or use of this site will mean that you agree to any changes.


Public areas

When using the public portion of the site you are not required to provide us with any personal information and we do not monitor or collect any personally identifiable information from you on your use of the public portions of the site. We may track the number of users who visit areas of the site, but this tracking will not identify you. We may also record the location of your computer on the Internet for systems administration and trouble-shooting purposes and to report aggregate information.


Personal information

If you provide us with certain up-to-date data about yourself, such as in applying for a credit card or an Account Card, we will handle that data in accordance with the Data Protection Act 1998. We maintain strict security standards and procedures to prevent unauthorised access of your data by anyone, including our staff. We use secure technologies including data encryption, firewalls and server authentication to protect the security of your data. All our Group companies, staff and third parties who provide our support services are required to observe our privacy standards and allow us to audit them for compliance.


This site uses cookies. What are cookies?

Cookies are pieces of information that a website transfers to your computer's hard drive for record keeping purposes. Cookies can make the Internet more useful by storing information about your preferences on particular sites and enabling website owners to provide more useful features to their users. Cookies contain no name or address information or any information that will enable anyone to contact you via telephone, email or any other means. Most web browsers are initially set to accept cookies but if you prefer you can set your browser to disable cookies or inform you when they are set. However, given that we may sometimes use cookies you may not be able to take full advantage of our website if you disable them.

Our web pages use tracking technology to enable us to count users who have visited certain pages on our website. We do not use tracking data to access your personal information and it is simply a tool we use to analyse which web pages customers' view, in an aggregated manner. If you prefer us not to collect any such information, simply set your browser to disable cookies. Information on how to disable cookies can be obtained by referring to your browser help function, often found in the menu at the top of the screen.

Third party

We sometimes work with third parties to research certain usage and activities on our website on our behalf. No personal information about you is shared, however in the course of conducting this research these third parties may place a unique cookie on your browser.


Your questions

If you have any questions regarding privacy issues, please call John Lewis Account Card Services on 0345 300 1223, Waitrose Account Card Services on 0345 300 3127 or Peter Jones Account Card Services on 0345 300 3125, lines are open from 7am - 9pm, 7 days a week. To ensure the accuracy of our conversation and to help us to continually improve our service and in the interest of security, we may monitor and/or record your telephone calls with us.

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partnership card vs Account Card

As it is no longer possible to use your Account Card, we have made sure the partnership card provides all the benefits you’ve come to expect from us. As you can see from the table below, the partnership card offers far more benefits than the Account Card, without losing any of the features that Account Card holders have enjoyed:

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* Free Balance Transfer only applies to the initial transfer from your Account Card on application.
**No interest on Balance Transfers for six months. For the first six months after you open your partnership card account, you can transfer the balances from your other credit and store cards, and not pay any interest (2.5% fee, minimum £5). 

Representative example: based on an assumed credit limit of £1,200, our 16.9% p.a. rate for purchases gives a representative rate of 16.9% APR variable

The Balance Transfers total must not exceed your credit limit. We do not transfer balances between cards operated by members of the HSBC Group. The HSBC Group means HSBC Bank plc, its subsidiaries, associated and affiliated companies and includes Marks & Spencer Financial Services plc and First Direct.

AC32308