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John Lewis Partnership
Customer rights

IMPORTANT: Please read all the information on this page before getting in touch with us. It explains your rights, tells you what preparation you need to do before making a rights request and what documents you might need to gather.

What rights do I have?

Data protection law gives you a number of rights over your personal data:

Right of Access+

Right to Rectification+

Right to Erasure ('to be Forgotten')+

Right to Object+

Right to Restriction+

Right to Data Portability+

Right related to automated decision making including profiling+

 

Get ready to start

Before you begin, please check what you'll need and what you should know before you start.

 

How do I update my details?

The easiest way to update your personal information with us is by logging in to one of our websites and visiting My Account or Marketing Preferences. 

Here are the log in links:

John Lewis  | www.johnlewis.com/customer-services/essential-information

Waitrose  | www.waitrose.com

Waitrose Cellar | www.waitrosecellar.com

Waitrose Pet | www.waitrosepet.com

Waitrose Gifts | www.waitrosegifts.com

Waitrose Florist | www.waitroseflorist.com

Waitrose Garden | www.waitrosegarden.com

And if you need any extra help, you can speak to someone at our Customer Services.

What if I want to do more than update my details?

To exercise other rights, you can contact us online, by post or by email.

Customer Rights Team
1st Floor
Partnership House
Carlisle Place
London SW1P 1BX

For additional support, please speak to our Customer Services.

For all requests with respect to "Right related to automated decision making including profiling", please contact the Customer Rights Team via email. You will not need to complete the online form. 

Requests about John Lewis Finance products

If your data protection request is about a John Lewis Finance product, please visit the website of the particular product to get in touch. This is because many of these products are provided to you by our trusted suppliers.

Here’s a list of websites you might find helpful: 

Partnership Card  (HSBC)

Personal Loans  (HSBC)

Retail Loans  (Hitachi)

Car Insurance (Ageas)

Home Insurance  (RSA)

Pet Insurance (RSA)

Travel Insurance (Ageas)

Wedding Insurance (RSA)

Event Insurance (RSA)

Foreign Currency (FRES)

International Payments (HIFX)

Business Accounts (Worldline)

Money Transfer (Western Union)

IMPORTANT: Please do not complete the John Lewis Partnership request form in this case as we will not be able to help you directly with data requests involving John Lewis Finance products provided by our trusted suppliers.

How can I prove my identity?

We’re here to help you exercise your data protection rights. As part of that, it’s important we verify that any request is genuinely coming from you.

As soon as we receive your request, our Customer Rights Team will assess which ID documents we need. This will usually be proof of your identity and address, though. 

Sometimes we’ll ask for additional items. We’ll be in touch to let you know exactly what we need and how to send it to us securely. 

If you wish to know more about how the John Lewis Partnership processes your data, please click here.

Acceptable proof of identity

A scan or photocopy of one of the following:

  • Your passport (photo page)
  • Your driving licence
  • Other officially-issued photo ID

Acceptable proof of address

A scan or photocopy of one of the following (dated within the last 3 months):

  • Utility bill (but not for a mobile phone)
  • Bank statement
  • Council Tax bill
  • Correspondence from any Government body

When requested, where do I send my proof of identity or address?

Email: customer.rights.team@johnlewis.co.uk

Write to:
Customer Rights Team
1st Floor
Partnership House
Carlisle Place
London  SW1P 1BX

What else should I know before I begin?

Here’s some helpful advice on what we need from you in order to deal with your request as efficiently as possible.

  • For each request please include:
    • Your name
    • Your contact details
    • The right you wish to exercise
    • Your reasons for wanting to exercise the right
  • Specific details of the personal data you wish to be affected by your request (e.g. “Please provide my purchase history with John Lewis.”)
  • The online form can accept only one request at a time
  • If you have several requests, please submit them individually.
  • If we need more information from you or proof of identity, we’ll get in touch using the contact details you’ve given us with your request.
  • Remember that we can only process requests in relation to personal data that we hold and control.

How soon will my request be fulfilled?

We’ll deal with your request as quickly as we can. Soon after submitting it, you’ll receive an acknowledgement – sent by your chosen contact method. 

This will be followed by a request for ID documents and any extra information we need.

In most cases, the law requires us to fulfil your request within one month

Sometimes this deadline can be extended, for example, if your request is complex. If this is the case we will always contact you within one month to let you know we need more time.