Contact us

Find answers to frequently asked questions on our Foreign Currency FAQs and International Payments FAQs pages.

Foreign Currency

Phone

To speak to an advisor about your order, please call us on 0330 123 3396.

Calls to telephone numbers starting 0330 are charged at the same rate as standard UK landlines.

Call charges vary depending on who your telephone provider is. If you’re unsure, it’s best to contact them directly for their latest call charges.

Our opening times are:

DayOpen
Monday 8.00am to 9.30pm
Tuesday 8.00am to 9.30pm
Wednesday 8.00am to 9.30pm
Thursday 8.00am to 9.30pm
Friday 8.00am to 9.30pm
Saturday 8.30am to 7.15pm
Sunday 9.45am to 6.30pm

Email

If you have an enquiry about our service, would like to give us a compliment, want to make a complaint or want to give feedback about our website, please email us.

We’ll answer your email within 24 hours during our opening hours. Please do not include personal information, such as your address or payment details, in your email.

Financial Ombudsman Service

We always want to be able to resolve any concerns you raise with us. However, where you are not satisfied with the outcome, or if you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service in the following ways.

Call: 0300 123 9123

Emailcomplaint.info@financial-ombudsman.org.uk

Write to:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

You may also use the European Online Dispute Resolution (ODR) platform created by the EU Commission which allows customers to submit their complaints through a central site which will be forwarded to the Financial Ombudsman Service.

International Payments

The John Lewis International Payments service is provided by HiFX Europe Limited.

Phone

To speak to us about making an international payment, please call us on 0330 123 3396  (and select option 2) or 01753 829050. We'll provide all the help you need to make an international money transfer.

Call charges vary depending on who your telephone provider is. If you’re unsure, it’s best to contact them directly for their latest call charges.

Our opening times are Monday to Friday, 9am to 6pm.

Email

If you have an enquiry about our service, would like to give us a compliment, want to make a complaint or want to give feedback about our website, please email us.

We’ll answer your email within 24 hours during our opening hours. Please do not include personal information, such as your address or payment details, in your email.

Financial Ombudsman Service

We always want to be able to resolve any concerns you raise with us. However, where you are not satisfied with the outcome, or if you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service in the following ways.

Call: 0300 123 9123

Emailcomplaint.info@financial-ombudsman.org.uk

Write to:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE

You may also use the European Online Dispute Resolution (ODR) platform created by the EU Commission which allows customers to submit their complaints through a central site which will be forwarded to the Financial Ombudsman Service.