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Help

Activating your card

How do I activate my partnership card?
When you receive your card, you will be given a choice on how to activate it. You could either do this by calling 0845 300 3832 or by logging in to your account online and following the activation procedure.

Statements

Will I receive a statement through the post every month?
You will receive a statement from us every month whenever you have an outstanding balance on your account.

Will I still receive a statement if there is a zero balance on my account?
If you have a zero balance on your account you will not normally receive a statement from us through the post and you will not be able to view an online statement for that month.

How many statements can I see online?
Any time you visit the partnership card online, you can see your last 6 monthly statements, and transactions that have been made on your card recently, which have not yet shown up on your statement.

Can I change the date when I get my statement?
Yes. Please click on "change statement date" under the "my account" menu.

How do I print my online statement or recent transactions?
Go to the screen with the information you wish to print.

These instructions may vary on different computers and browsers. The 'Help' menu on your browser may be able to give further assistance.

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Credit limits

What is my credit limit?
Your credit limit is shown in the top right of the "account summary" screen under the "my account" menu.

I want to have a higher credit limit. What should I do?
Please call partnership card credit services on 0845 300 0213, lines are open Monday to Friday 8am-8pm and Saturday 9am-5.30pm.

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Additional cards

How can I get an additional card for someone else?
Up to two other people can have a partnership card and use your account. Please print a form by going to our "request additional card" screen under "partnership card services", once you have filled in the form and sent it back, you will receive card(s) for the new cardholders in 7-10 days. You will be responsible for anything the additional cardholder(s) does with their card.

How do I take another cardholder off my partnership card account?
If you want to cancel an additional cardholder, just call partnership card services on 0845 300 3833 and we will let you know what to do. Lines are open 24 hours, 7 days a week. You will be responsible for anything that the additional cardholder(s) does with their card, until you ask us to remove them from your account.

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Account queries

What if I want to question something on my statement?
MasterCard International require us to obtain a signed statement from you before we can look into anything you are disputing. If you do want to dispute a transaction please print and complete the dispute a transaction form, which can be found in the partnership card services section, and return it to us or call partnership card services on 0845 300 3833. Lines are open 24 hours, 7 days a week.

I do not recognise something on my statement. What should I do?
Before you do anything else, if you have got additional cardholders on your account, please ask them if they have used their card recently.

If you still do not recognise the transaction, print and complete the dispute a transaction form and return to us, giving us all the information that you can or call partnership card services on 0845 300 3833. Lines are open 24 hours, 7 days a week.

If the transaction was valid and the details on your statement are correct, we will charge you for this service - please see details of interest and charges on this site.

One transaction has come up twice on my account. What should I do?
Please write to partnership card services, and let us know all the details. If you would rather, you can print a form within the partnership card services option online.

If the transaction was valid and the details on your statement are correct, we will charge you for this service - please see details of interest and charges on this site.

I have ordered something with my partnership card. I have been charged, but I have not received what I ordered. What should I do?
Please contact the company you ordered from. If they do not give you a new date to deliver, please write to partnership card services, PO Box 5137, Coventry CV3 9EP and let us know the details. If you would rather, you can print a form from the partnership card services option online.

I used my card to buy something, but then changed my mind and returned it. They gave me a refund voucher, but my refund hasn't come up on my account. What should I do?
Please write to partnership card services, PO Box 5137, Coventry CV3 9EP giving us all the details. Do not forget to enclose a copy of the sales voucher. If you would rather, you can print a form from the partnership card services option online.

Please Note: Some hotel and rental agreements have a Final Audit Clause. This means that, if there are further charges that a company finds once you have paid for everything i.e. any unpaid items such as a mini-bar bill, they can take the money from your account.

I was going to pay for something with my partnership card, but I changed my mind and decided to pay with cash. They have still charged my partnership card. What should I do?
Please write to partnership card services, PO Box 5137, Coventry CV3 9EP giving all the details, enclosing a copy of the receipt. You can print a form from the partnership card services option online.

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Personal details

Change of address
You can change your address, your phone number and your email address too. But you must be signed on to your online account to do this. We will ask you for your Security Number before we make any changes.

If you have changed your address, please let us know by going to your "personal details" screen under the "my account" menu. You will be able to enter in your new address.

If you have changed your email address then please let us know by going to your "personal details" screen under the "my account" menu. You will be able to enter in your new email address online.

My name has changed. What should I do?
Please send us the original or a certified copy of your marriage certificate or your deed poll certificate. We will update our records, return your certificate and send a new card to you. Your Internet ID will stay the same. Our address is: partnership card services, PO Box 5137, Coventry CV3 9EP.

My name is spelt wrong. What should I do?
Call partnership card services on 0845 300 3833 and we will update our records. Lines are open 24 hours, 7 days a week.

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Complaints

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.

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.

Call:0845 300 3833
Overseas: +44 121 214 5732
Textphone: 0121 265 3051

Calls may be monitored and/or recorded for security and service improvement purposes.

Write to us at:
partnership 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:0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk
Write to: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR

John Lewis Financial Services Limited, which issues and manages the partnership card, is a member of the Financial Ombudsman Service. For more information about the Financial Ombudsman Service please visit www.financial-ombudsman.org.uk.

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

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