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David Ellison

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Review of the John Lewis, Partnership Card:

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John Lewis - changes for the worse

John Lewis moving their credit card partnership to New Day from HSBC is turning into an unmitigated disaster. Unlike the experience of so many reviewers, our transfer to the New Day card was reasonably smooth apart from the avalanche of, mainly meaningless, emails accompanying the event. Then the real problems started. Firstly the reduction in time between the statement date and the due date for payment from 25 days with HSBC to 16 days with New Day which is unreasonable for cashflow planning in this current cost of living crisis. This only serves to damage the John Lewis brand image of a caring, customer focussed organisation. Secondly, the New Day statement says that the payment of the balance can be made by bank transfer. This is currently not possible. I spoke to my bank at the end of September 2022 who advised that they have not been given the necessary details to effect such transfers to the New Day Santander bank account. I then contacted John Lewis customer services about this bank transfer issue and an extremely unhelpful individual stated they said were unaware of a problem and should contact New Day. I spoke to New Day (eventually, after a 40 minute wait) and they blithely stated that they were aware of the issue and were "working with Santander to fix it". As of today they still have not fixed anything which makes me question the competence of New Day as a provider of financial services. I would not risk using their mobile app or setting up a direct debit because of their obvious lack of control. Perhaps it is time for the FCA to review their authorisation. At the same time this also brings into question the competence of John Lewis in moving their card provider from HSBC to New Day to the detriment of so many formerly loyal customers. It feels like part of a deliberate cost cutting policy by Sharon White and her lieutenants which will only serve to wreck the brand. She should either sort out this mess or get out. Reviewed on: 7th November 2022

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