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Nigel Yeldham

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Review of the John Lewis, Partnership Card:

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NewDay John Lewis Credit Card

Moan I have held the HSBC John Lewis Partnership Card for a number of years, as has my wife, and both of us had heathy Credit Limits; we were extremely happy with their service because one could talk to sensible people in the appropriate department. My wife received an invite to apply to New Day for a new one but I have never received the invite. My wife has a very healthy income but mine is greater than hers; we have no mortgage or debts. According to Experian our credit scores are both 999. These things mean little to me but I think that is the highest. My wife applied first with her invitation code, filled in our details, her income first and then mine as additional household income. She received a credit limit of £20,000 which was a little more than expected being somewhat greater than her existing. I completed my application without the benefit of a code but NewDay found me. The same details were entered regarding address etc and income, but in a reversed order showing mine as the greater and my wife’s as additional. I received a Credit Limit of £5000! That is vastly less than than my old one. I assumed some computer error and tried, by pressing various buttons to get through to credit control. Twice I have found no matter which buttons you press one only ends up at customer services who can only help solve anything by raising a complaint. Moreover, as far as I can see, unlike the HSBC card, one cannot secure message them. Three weeks later I received a very poor quality piece of paper, probably written by an automaton, saying my complaint was rejected- go to the Ombudsman. One month ago, 22 Oct, I wrote to the Chief Risk Officer of NewDay in great detail explaining my disgust at rejection, the reasons and the appalling customer service. I further said I was so disgusted that I would not activate the card, wished then to cancel it and remove the fact that I had recently applied for a new Credit Card from Credit Rating Agencies. I have heard nothing! I copied that letter to the Chief Operating Officer of John Lewis. I have had a reply from someone in Customer Service with the ‘standard’ we value our customers and strive to improve service and have asked NewDay to look into this. In other words, we are not really interested. John Lewis used to be a good retailer but, like others, everything seems to be descending to the lowest common denominator. I have been a loyal and steadfast customer for at least 50 years because I valued their service and standards. I have been prepared to pay a higher price for that standard. No longer I fear, I shall only shop there in extremis. As to NewDay, they are a complete shambles and I recommend that all avoid them at all costs. I doubt they can spell efficiency or good customer service. I do no expect to treated as some idiot punter. I wonder if I will ever get a reply, or an intelligent one which offers an explanation ! Nigel Yeldham Reviewed on: 23rd October 2022

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