How much does it cost to use the partnership card?

Because we do not charge an annual fee, the only cost will be interest on any outstanding balance if you choose not to pay the balance in full before the due date.

Is interest payable every month?

Interest is only payable if you don't pay off the full balance by the due date. You can get up to 56 days interest free credit on purchases.

Don’t forget, within the first six months of holding your account you will pay no interest on balance transfers. You may want to take advantage of this when it comes to balance transfers and purchases. After the first six months this reverts to the normal rate of Representative 16.9% APR variable.

Can I transfer balances from other cards?

Yes, you can transfer balances from other credit cards (a 2.5% fee applies, min £5) Representative 16.9% APR variable. You can do this online by entering your details within the Balance Transfer section of Account Servicing. Please note that balances cannot be transferred from cards issued by other members of the HSBC Group including HSBC Bank plc and first direct.

Log in to your account here.

Is the online service free?

Yes, using the partnership card online service is free, obviously this excludes the cost of your own connection to the internet.

Can I request a specific credit limit?

Requests for altering your credit limit can only be be made once you have received your partnership card. If you would like us to consider increasing your credit limit please call partnership card credit services on 0845 300 0213. Lines are open Monday to Friday 8am-8pm and Saturday 9am-5.30pm.

Can I choose a statement date that suits me?

Yes. You can change the date of your statement to make paying easier.

For example, you might want to make your payments just after you have been paid your salary. You must make a payment 25 days after your statement date. So if you want to pay at the start of the month, for example, choose a statement date around the 15th. Please bear in mind that the dates may vary due to the length of the month and because of bank/public holidays.

You can change your statement date as many times as you want. The first occasion is free, but if you change this a second time within one year you will be charged £10 each time any further changes are made.

How often are my balances updated?

The online service is linked to the partnership card's mainframe computer, so you will see transactions as soon as we do. However, please bear in mind that our computers are updated at the point when individual retailers post transactions, which may be a few days after you have made your purchase.

Can I pay off my account by Direct Debit?

Yes, you can download a Direct Debit mandate here. This will appear in your screen as a PDF, which you can print off, fill in and send to us at:

partnership card services
PO Box 5137
Coventry
CV3 9EP

How long will it take to set up a Direct Debit?

From the day we receive your mandate through the post, it can take between 4 to 6 weeks to set up your Direct Debit. Please continue to make manual payments until the Direct Debit has been confirmed, this should appear at the top of the left hand column on your monthly statement.

If I’ve transferred from an Account Card to a partnership card, will my Direct Debits be carried across automatically?

No, unfortunately if you have transferred from an Account Card to a partnership card you’ll need to rearrange any Direct Debits you have set up on your existing account. This is unavoidable due to the fact your account number for your partnership card will be different to that of your Account Card.

If I’ve changed my bank details will I need to let you know?

Yes, if you change your bank details you will need to complete a new Direct Debit mandate to link to your new account.

What services are available to me when I use the online service?

The online service allows you to do everything from checking your current balance to keeping track of recent transactions. To help you to stay in control of your finances you can even view your last six statements. The online service also makes it easy to transfer balances from other credit cards.

Will I still receive paper statements?

You will, but you will also be able to view your last six statements online. Paper statements are automatically sent to you free of charge.

If I make a customer service request, when will it be actioned and how will I know you have received it?

Our partnership card services team are on hand to deal with your request 24 hours a day, 7 days a week. We will aim to respond via email or telephone within 24 hours.

When can I access my partnership card account?

You can manage your account online 24 hours a day, 365 days a year. However, on occasion, access may be impaired whilst we update our systems in order to offer the best possible service. When this is the case you can still keep in touch by calling partnership card services on 0845 300 3833. Lines are open 24 hours a day, 7 days a week.

Can I access my online account from behind a Firewall?

If you decide to access your account from your place of work, you are likely to be doing so from within their security system. If you experience any problems you will need to contact your Network Administrator, or the person responsible for your workplace security systems for assistance.

Do I have to buy things from special websites?

No. Your partnership card gives you the freedom to buy anything, anywhere on the internet where you see the MasterCard logo. You will find shopping online is just as safe as shopping in a high street store. You can tell if you are in a secure site because there will be a padlock or a key in the bar at the bottom of your browser. Click on it to see the Registration Certificate. The Certificate is issued by experts in Internet security.

For additional security, it is a good idea to follow our tips on how to shop safely online. Whatever happens you are always covered by our Safe Shopping Promise.

How do you deal with complaints?

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.

John Lewis Financial Services Limited, which issues and manages the partnership card, is a member of the Financial Ombudsman Service (www.financial-ombudsman.org.uk).

How do I make a complaint?

We operate a simple 3-step complaint procedure, which aims to resolve any problem quickly and effectively.

Step 1

If you have a complaint, please raise it with partnership card services, by telephone on 0845 300 3833. Lines are open 24 hours a day, 7 days a week.

If you telephone and the matter can easily be resolved, we will endeavour to do so. 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:

partnership 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 scheme can be obtained upon request.

How do I apply for a partnership card?

You can apply online for your partnership card quickly and easily at any time you choose. If you would prefer to apply by telephone contact the partnership card application team on 0845 300 3830. Lines are open Monday to Saturday 9am till 6pm.

Can I still apply if I live overseas?

Yes, but you must provide us with your UK residential address.

When will I receive my partnership card?

Once your application has been submitted we will send you an agreement which you will need to sign and return. You will receive your partnership card within 10 working days of us receiving your signed agreement. You will then need to activate your new card.

Why do I have to activate my new partnership card?

This is to protect you from fraud. It ensures that if someone were to receive your card instead of you, they would be unable to use it. It is extremely simple to activate your card. All you need to do is follow the steps online, alternatively call us on 0845 300 3832. Lines are open 24 hours, 7 days a week.

What can I do if I’m having problems applying online?

We have taken every care to make our website as straightforward and simple as possible. However, we appreciate that the internet may not always run as smoothly as it should.

You may experience the occasional problem. If, for example, you are presented with a blank screen, or a screen that appears to be missing some graphics or words, this may be because the software you are using is incompatible.

We would like to reassure you this is nothing to worry about. Any information you have already supplied to us will have been encrypted and therefore no one else can decode it.

Most web browsers are initially set up 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. If you are sure your screen has finished loading and it is still blank or does not look as it should, please return to our homepage and apply again.

If you have other problems when applying, or you would like additional assistance, please do not hesitate to ask for help. You can contact partnership card application queries on 0845 300 3830. Lines are open Monday to Friday 8am-9pm, Saturday 9am-8pm and Sunday 9am-6pm.

When can I apply online?

You can apply for your partnership card online at any time. On occasion access may be impaired whilst we update our systems for a very short time. However, even when this does happen we can still take your application. We will get back to you with a decision as soon as our systems are available again.

Is applying online safe and secure?

Yes, our application procedure uses high-level SSL encryption technology, the most advanced security software currently available for online transactions, so your personal details are fully encrypted before being sent to us. If you want to check that you are in a secure area of our site look for a padlock either in the bottom right of the browser status bar or next to address bar at the top.

What can I expect when I apply online?

When you apply online you can expect the following:

1. You will receive a response or an online decision in principle within 60 seconds of submitting your application.
2. Assuming your application is accepted, written confirmation will be sent to you through the post within the next few days. When it arrives please sign and return it.
3. We will then order your card and set up your account. You will receive your card within 10 working days.
4. Your Internet Password will be sent.
5. Your card will arrive with your welcome booklet, unique Internet ID, credit limit and terms and conditions. You can then log on and start using the service.
6. Finally you will receive your PIN by post which will allow you to withdraw cash from ATMs all over the world wherever the MasterCard logo is displayed.

Please note: if you have a John Lewis or Waitrose account card and have quoted your account card number on the application, your outstanding transactions will automatically transfer onto your new partnership card.

When will I receive my partnership card?

You should receive your partnership card within 10 days of us receiving your signed legal agreement.

How safe is servicing my partnership card online?

We take security of your personal information very seriously and have installed one of the safest and most secure online credit card systems available.

We continually monitor and enhance the security of our systems to ensure we stay one step ahead of fraudsters. You are also always protected by our Safe Shopping Promise.

We have also provided some tips for you below to help you keep your account as safe as possible.

Where is the best place to connect to the partnership card online service?

We suggest that you only use the partnership card online service on your own computer. We do not recommend that you use our online service when at a internet cafe, library or shared computer. This ensures your privacy.

If other people still use the same computer as me, are my details confidential?

We will give you your own unique Internet ID to enable you to access your account. All partnership card information is automatically cleared from your computer's memory when you sign off, so no one should be able to retrieve your confidential information.

However, if you are using a shared computer, please do remember to sign off at the end of each session to ensure that your details are kept private.

Can the additional cardholder on my partnership card look at my account online or amend any details?

An additional cardholder can look at your account online only if you give them your Internet ID and Password. However, account changes can only be made with an Internet Security Number, which should be kept private.

Could someone get hold of my Internet ID, password, or Internet Security Number?

We send you your Internet ID separately to your password and you choose your own Internet Security Number when you first access your account online, so only you should know your security details.

Your computer will not be able to store the important bits of security information, like your password or Internet Security Number. This means that you will have to enter your password and Internet Security Number each time you log in, and no one else will be able to get to your account simply by using your computer.

If you suspect someone has your details without your authorisation, please ensure you change them immediately by visiting the website. Whenever you key in your password or Internet Security Number they will appear as a row of *s, so no one else will be able to read them.

How will my partnership card details be kept safe and secure?

Our system uses many layers of security including a password and Internet Security Number. We also use the latest encryption technology, which scrambles data to ensure that private details remain secure. An encryption key is randomly created for each Internet Banking session.

Will hackers be able to obtain my details?

Your private account information is stored on a computer that is secured both physically and electronically. The computer and your account information are under 24-hour surveillance, and are protected electronically by a Firewall - a security program designed to guard against hackers and computer viruses.

What if someone who is unauthorised tries to access my account?

Our systems are specifically designed to keep you as safe as possible from fraudulent access, therefore you can be sure you are protected.

The software will let us use a Secure Socket Layer (SSL) between your computer and ours. There are 2 ways SSL stops people accessing your account:

1. It prevents impersonation. SSL makes sure that you are connected to a genuine site, not to somebody trying to impersonate us. You can tell if you are in an SSL site because there will be a padlock or a key in your browser. Click on it to see our Registration Certificate. The Certificate is issued by Verisign, a company who are experts in Internet security.
2. It uses data encryption. Once your computer has recognised our computer, a secret key is made. This lets us exchange information in coded form. Each time you visit the web site a different key is used. That means it is unlikely that hackers will be able to understand your data if they intercept anything.

Should I sign up for an account aggregation service?

Account aggregation is an internet based service which allows consumers to view their financial information from multiple products, across multiple financial institutions, on a single web site. John Lewis Financial Services Ltd, manager of your partnership card, has serious concerns about the privacy and security of financial data when customers pass their security details onto an aggregation service.

Could someone get hold of my email?

Email is very convenient, but it is not very secure. To protect you we send all your messages through our secure system. We also provide you with a personal mailbox, which only you can access when you log on. Finally we also use SSL to protect all your messages.

PLEASE REMEMBER partnership card™ services will never ask you to enter your credit card number or expiry date to identify who you are when you are online. Those details are not displayed on screen either. We also ask you not to quote your account number in any electronic message to us.

What happens if I accidentally leave my account on screen?

If you have not used your account for 15 minutes, we will automatically ensure you are logged off. You will then be returned to our log in screen.

We would like to reassure you that, even if someone were to try to use your session before we log you off, they will not be able to make changes to your account without your Internet Security Number.

Is it safe to shop on the internet?

Using your partnership card on the internet is as safe as any other way of shopping. In addition, our Safe Shopping Promise ensures you are covered if your card is used fraudulently by someone else on the Internet.

However, we are also pleased to provide some internet shopping tips which are in line with the precautions recommended by the Office of Fair Trading.

Is it safe to give my partnership card number when I'm ordering goods on the internet?

Before you give someone your card details, please check the security settings in your browser are switched on. If you are not sure how to do that, try checking your browser's help function for further assistance. You can use these to find out when there is a secure connection. A connection is secure when the open padlock at the bottom of your screen changes to a locked one.

Some people are worried about others using internet messages to obtain card numbers. But we are constantly improving our technology to protect you against any new risks. If you follow these safe shopping guidelines you will find internet shopping is just as safe as using the telephone or mail order.

If someone steals my partnership card number while I am buying something on the internet, will I be liable for any fraudulent use?

No. We cover 100% of any money spent on your card due to fraud on the internet, providing you did not knowingly give your details to someone else.

What if a shop or a merchant fraudulently uses my card number?

If you follow this advice on safe internet shopping, this should not be a problem. However, our Safe Shopping Promise means you will not be liable for anything.

How can I be sure the company I want to do business with is genuine?

In most instances internet businesses are genuine. However, it is possible someone could set up a false business website to obtain credit card numbers. You can protect yourself by keeping a record of the address and phone number of that business, which you can use to check if it is genuine.

Please also be sure you only give your details to sites which use encryption. You can identify these by clicking on the padlock or key at the bottom of the screen. This will tell you whether the site has got an encryption certificate, and what level of security they provide.

A certificate is not a guarantee that the business is legitimate, but it does mean you are protected by a secure connection.

What should I do if I lose my partnership card or it is stolen or I suspect that someone has used it fraudulently?

If your card is lost or stolen you must contact us immediately by phone on 0800 015 0914 or +44 121 214 5732 (outside the UK). Lines are open 24 hours, 7 days a week or through our Servicing Website.

What happens if I lose my partnership card or it is stolen or I suspect that someone has used it fraudulently?

For your security, we check all your transactions. That way we can alert you if we find something unusual. But please let us know as soon as possible, if you lose your card or if you have any concerns about your account contact us immediately by phone on 0800 015 0914 or +44 121 214 5732 (outside the UK). Lines are open 24 hours, 7 days a week or through our Servicing Website.

Remember, you are also protected by our Safe Shopping Promise. So if someone does use your card fraudulently on the internet, you will not be liable for any costs. See our Safe Shopping Promise for full details.

Why are you making changes to the Reward Programme Rules?

Following the sale of John Lewis Partnership's interest in Ocado earlier this year, we can no longer recognise the business as an 'in-store' retailer, therefore this means that Ocado transactions will be recognised as 'out of store' purchases from the 1st February 2012.

When will my Ocado purchases no longer attract 'in-store' points i.e. 1 point for every £1 spent?

From 1st February 2012 your Ocado purchases will attract 1 point for every £2 spent on transactions.

Will I still get my partnership card gift vouchers for the Ocado purchases I have made, up to the 1st February 2012?

Yes, these will be sent to you as normal in February and the points redeemed will be shown on your statement.

Why will I not be able to spend my partnership card vouchers on Ocado purchases?

Following the sale of John Lewis Partnership's interest in Ocado earlier this year, we can no longer recognise the business as an 'in-store' retailer, therefore as from 1st February 2012, Ocado will have removed the facility to process the gift vouchers, both on their website and by telephone.

I still want to purchase from Ocado with my partnership card - can I do that?

Yes you can. These purchases will attract 1 point for every £2 spent on each transaction. Or if you wish to purchase Waitrose food items and obtain 1 point for every £1 spent, you can do this through the Waitrose home delivery service. Visit waitrose.com to see if we deliver groceries in your area. Click here to find out more www.waitrose.com/groceries