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M Kelson

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Review of the John Lewis, Partnership Card:

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Complaining to John Lewis about their new card just sends you to the card provider

I wanted to complain to John Lewis about the terms they've negotiated with new credit card provider New Day. Because the window between statement and payment dates has halved to 2 weeks compared to old provider. New Day simply told me that was the agreement with JL. No warning of this in the literature about changing provider. When i changed my payment date they changed the statement date (without telling me) so i ended up with 2 bills in the same month. I tried to register the issue with John Lewis and they took basic details, said they would raise a complaint form and someone would be in touch by email or phone the next day to find out more. Turns out John Lewis weren't raising it internally but with New Day so im now in the New Day complaints system. Which is rubbish. After several days I got an email from New Day, not a phone call to say someone would be in touch. No-one got in touch. Several weeks on i got a letter to say my complaint is being 'reviewed'. They dont have my complaint, just a summary of my issue as raised with the lady at John Lewis. I have no record of what parts of our conversation she sent on to them. I only gave her the bare bones of what i would have included in a proper complaint. The old card worked so well for years. Am very unhappy. Reviewed on: 12th December 2022

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