Card features

How much does it cost to use your Account Card?

Since we do not charge an annual fee or late payment fess, 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. Typical 16.9% APR variable.

Is the Online Service free?

Yes, although some companies charge for using their Online Service, using the Account Card Online Service is free, except for the cost of your own connection to the internet.

How often are my balances updated?

You will see transactions as soon as they are posted to the account, which may be a few days after you have made your purchase.

How the cards compare

How does the partnership card compare to the Account Card?

Since it is no longer possible to apply for an 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 already enjoy:

	Account Card	partnership card
Transfer your Account Card Balance for free* and get 0% for 6 months
Get 0% for 6 months on any other Balance Transfers**
Get 0% for 6 months from account opening on all your card purchases
Earn points towards vouchers every time you shop
MasterCard facility - earn your points at over 25 million outlets worldwide
Earn points safely online with our Safe Shopping Promise
Protect your online purchases with our free Internet Delivery Insurance
Spend your vouchers in John Lewis, Waitrose and Peter Jones
Your choice of four stylish card colours
Enjoy exclusive events and offers specially negotiated for you
Choose a payment date that suits you
Handy cash advance facility
Peace of mind with Chip & PIN security technology
Up to 56 days interest free credit
Typical 16.9% APR variable
Free Waitrose Food Illustrated magazine
Online account servicing
QuickCheck - self service shopping in Waitrose

* Free Balance Transfer only applies to the initial transfer from your Account Card on application

** 2.5% Balance Transfer fee applies (£5 minimum)

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Applications

We are no longer offering customers the opportunity to apply for a John Lewis or Waitrose Account Card. However existing Account Card customers are unaffected and can continue to use their Account Card in all John Lewis Partnership shops.

Alternatively, Account Card customers can upgrade to the partnership card. Find out more about the benefits of having a partnership card.  opens in a new window

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Account Servicing

How safe is servicing my Account Card online?

We take security of your personal information very seriously and we continually monitor and enhance the security of our systems to ensure we stay one step ahead of fraudsters.

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 my Account Card online?

We suggest that you only use your Account Card Online Service on your own computer. We do not recommend that you use our Online Service on a 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 and Password to enable you to access your account. All Account Card information is 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 each time to ensure that your details are kept private.

Can the additional cardholder on my Account 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 your Internet ID and Password to you separately 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 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 Account 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.

To service your account online, we ask you to have a Windows PC with Internet Explorer 5.5, or Netscape version 6.0 or above. That's because, if you do, we can make everything as secure as possible. The software will let us use a Secure Socket Layer (SSL) between your computer and ours. If you are unsure what browser version you own we will let you know how to upgrade it if you need to. There are 3 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 the bar at the bottom of 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.
3. It prevents scrambling. SSL uses what is called a Message Authentication Code (MAC) to stop anyone interfering with the Account Card website. Your computer will always check the code before it takes a message from us. If a hacker attempted to break in, the code wouldn't be recognised, and your computer would alert you. With this kind of security, it is practically impossible for someone to decode a message and guess the correct code to your account.

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 website. John Lewis Financial Services Ltd, manager of your Account Card, has serious concerns about the privacy and security of financial data when customers pass their security details onto an aggregation service. Consequently, we do not recommend that customers currently use these services.

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 and we use SSL to protect all your messages.

Account Card Services will never ask you to enter your 8-digit Account Card number or expiry date to identify who you are when you are online except for during registration. 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 log you 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.

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Online Account Servicing

What services are available to me when I use the Online Service?

You can:

• make your monthly payment
• update your personal details
• get in touch with the Account Card Services
• view your monthly statement
• print a Direct Debit instruction
• request an additional cardholder form.

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 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.

What do I need to use the Online Service?

A Windows PC with Internet Explorer 5.5 or above, or Netscape 6.0 or above. You will also need to have your security details readily available. If you have not yet received your security details please register online using the registration pages  opens in a new window or contact John Lewis Account Card Services on 0845 300 1223, Waitrose Account Card Services on 0845 300 3127 or Peter Jones Account Card Services on 0845 300 3125. Lines are open from 7am-9pm, 7 days a week.

When can I access my Account Card account?

You can manage your account online 24 hours a day, 365 days a year. Although, on occasions, access may be impaired whilst we update our systems in order to offer the best possible service. You can, however, still keep in touch by calling John Lewis Account Card Services on 0845 300 1223, Waitrose Account Card Services on 0845 300 3127 or Peter Jones Account Card Services on 0845 300 3125. Lines are open from 7am-9pm, 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 the security systems for assistance.

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Complaints

What if I have a complaint?

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 John Lewis, Waitrose and Peter Jones Account Card, is a member of the Financial Ombudsman Service  opens in a new window

Step 1

If you have a complaint, please raise it with John Lewis Account Card Services on 0845 300 1223, Waitrose Account Card Services on 0845 300 3127 or Peter Jones Account Card Services on 0845 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.

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.

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Lost or stolen

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

If you lose your card or if you have any concerns about your account please contact us immediately through our Servicing Website, or by telephone on John Lewis Lost and Stolen on 0800 015 3036, Waitrose Lost and Stolen 0800 015 3038 or Peter Jones Lost and Stolen 0800 015 3037. Lines are open 24 hours, 7 days a week.