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John Lewis Financial Services - Customer Care Not


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Has anyone else had problems with this company?


I recently got married and sent them a certified copy of my marriage certificate, signed by a qualified accountant, as per their website instructions -


My name has changed. What should I do?

Please send us the original or a certified copy of your marriage certificate or your deed poll certificate. We will update our records, return your certificate and send a new card to you. Your Internet ID will stay the same. Our address is: partnership card services, PO Box 5137, Coventry CV3 9EP.



In response I received a letter stating that they must have either an Original Marriage Certificate, Deed Poll or Driving Licence. Alternatively the above documentation certified in a John Lewis Store or displaying an official stamp from a solicitor.


The fact that they did not return the certified copy to me certainly stops me from sending them any original documents especially when I have been told after requesting the documentation back that it will take at least two weeks to track down.


Apparently Partnership Card Services definition of a certified copy is a duplicate marriage certificate issued by the registry office and signed.

where the english language definition of a certified copy is -


"A certified copy is a copy (often a photocopy) of a document, certified to be a true copy by a person authorised by legislation to do so"


I have also tried to follow Steps 1, 2 and 3 of their complaints procedure however, for some reason it appears that the staff in the Complaints Resolution Department do not know what Step 3 entails and have been avoiding my request to refer the matter to the CEO based on the fact that we are in a situation where it can not be resolved satisfactorily by just passing it up the line from Administrator to Team Leader to Team Manager.


To add insult to injury they wrote to me in my maiden name and two out to the three people I have dealt with asked to me speak to me using my maiden name, when I corrected the first person he refused to use my married name as their records had not been updated.


Thank god for companies like AMEX who following some security questions (Oh and by the way an 0800 number to phone) were able to update my details immediately and Legal & General who took a copy and sent the certified copy back to me by return and recorded delivery.

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