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.

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 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.