FAQs

What can I do from my online account?

Once you’ve registered for an online account, you can amend any of the following:

• Residential address
• Email address
• Contact telephone numbers
• Edit / delete saved card details, including name
• Edit your saved recipient details (except the currency associated with them)

In your account, you can also complete the following actions:

• Reset your password
• Check the latest exchange rates
• Add a GBP bank account to receive a refund
• Set up rate alerts

I’ve forgotten the email address I registered with and / or the answer to my security question. What should I do next?

Please call us on 0330 123 3396. Our Customer services team will be able to provide this information.
 

How do I register a change of name?

You can do this by sending us proof of your change of name; this could be a marriage or civil partnership certificate or deed poll.

Please email these to service@internationalpayments.johnlewisfinance.com
 

What is my Client Number?

Your Client Number will be 14 characters long and will start with JLFX. It will have been sent to you when you first opened your account, on previous contract notes and can also be found in the My Account section of your online account.
 

I’ve received a message to say I’ve reached my maximum total transaction limit, what should I do?

If you have received a message advising that the maximum total transaction limit has been reached, please call us on 0330 123 3396.
 

What is a URC (Unique Reference Code)?

When you register or change your address you may be sent a URC by post to your home address. You’ll need to confirm receipt of your URC, as extra protection against fraud. You can do this via your online account or by email to service@internationalpayments.johnlewisfinance.com. Please remember to provide any additional information requested in the letter too.

If you’ve recently registered for International Payments or changed your account address and haven’t received your URC, please call 0330 123 3396.

Can I change the payment method for a transaction I have already confirmed?

Once you have confirmed a transaction, the payment method cannot be changed.

Please note: We cannot accept payment by cash or cheque.

Payment by debit or credit card - up to £30,000

The card must be in your name and the billing address you enter must match the records held by your bank. You must use a card in the same currency that you are transferring from.

Please be aware that if you pay by credit card, your card issuer may charge a cash advance fee, which could be up to 5%. We are not liable for these charges. We recommend either using a debit card or paying us by bank transfer.

For your convenience, your card details can be securely saved to your online account for future use.

Payment by bank transfer

Once you’ve confirmed your transaction, we’ll send you our bank details and you’ll need to liaise with your bank to transfer the funds to us. You may be able to use your online account with your bank to do this. As soon as the funds have cleared, we’ll complete your transaction to your overseas recipient.

We cannot take money directly from your bank or building society account or accept payment by cash or cheque.

Which currencies can I transfer?

We trade in 60 currencies worldwide so you can transfer money to over 170 countries.

If your currency is not available online and you are looking to transact an amount in excess of £10,000, please contact our Customer services team on 0330 123 3396 who will be happy to discuss your requirements.
 

Why is my destination country not available to select?

We are able to make payments to most countries, but you may find some are not available in the list. We have determined that some jurisdictions are high risk to our business or involve a high level of complexity. We therefore reserve the right not to accept or allow payments from or to these countries.

What is a regular transfer?

If you need to pay an international mortgage or have a UK pension sent overseas, then our regular transfer service is designed for you. Regular transfers allow you to make monthly or quarterly payments.

Regular payments can only be arranged on the phone. They can’t be set up online.

Here’s what our regular transfer service allows you to do:

Automate your transfers for up to 24 months via Direct Debit, without the need to arrange an online transfer each month

Avoid international banking fees each and every time you make a transfer; we don’t charge commission and we’ll even reimburse you if the recipient’s bank charges you for receiving the funds.

Set up payment dates and schedules, so that you can relax, knowing that your money will be sent on time, every time

Manage your account online 24 hours a day, 7 days a week

How do I cancel or change the details of a regular transfer?

Please call us on 01753 829 053 to discuss your changes. You may be charged for making these changes.

We regularly check all main high street bank and building society exchange rates to offer you the best overall price (including banking charges, exchange rates and other fees).
 

What rate will I get?

Our exchange rates are linked to the live foreign exchange markets which means that the exchange rate you are offered will often fluctuate right up until the moment you confirm your transaction. The exchange rate won’t fluctuate whilst the foreign exchange markets are closed (for example, the weekend).

What types of fees could I incur?

Credit card fees
Your credit card issuer may charge a cash advance fee for your transaction, which could be up to 5%. This will not be displayed during the transaction process. Please check with your card provider for more information.

Fees from the receiving or intermediary banks
We always send the exact amount of money you asked us to in your transaction but there may be occasions when the receiving and/or intermediary bank deducts a fee before crediting the payment to your recipient.

We’ll never charge you a fee for any transfer. Better still, we’ll also fully refund you if you're charged by a receiving bank.

To request reimbursement, please add your GBP bank details to your online account via the 'Recipients' tab and email chargerefunds@internationalpayments.johnlewisfinance.com including the following:
1. A copy (scanned or digital photograph) of a bank statement or a receipt from the receiving bank clearly showing the charge(s) received. We recommend you blank out any bank account details before sending this to us.
2. Confirmation of the template name of the GBP bank account which you’d like us to refund.

How do I know what information I will need to provide about the recipient account?
When you enter the destination country for your transaction we’ll ask you for the information specific to this country.

What is a BIC / SWIFT code?
This is the unique identification code of a particular bank.

It consists of 8 or 11 characters and can be found on account statements, invoices and documents showing the bank account details. Alternatively, please contact the recipient or the recipient’s bank to obtain the SWIFT code.

You can also check the validity of a BIC / SWIFT code at swift.com

What is an IBAN?
An IBAN is an International Bank Account Number.

The format of any IBAN that you enter is automatically checked when you enter it using an in-built IBAN checker. If any of the details are incorrect, please check either with the recipient to whom you are sending funds to or with the recipient bank. We will not be able to provide you with this information.

This information can be found on bank statements, invoices and documents showing bank details of who you are paying. All payments within the EU need to include the beneficiary IBAN and SWIFT / BIC Code.

What are intermediary details?
Sometimes, your recipient will provide you with a specific set of intermediary bank details that will help us route the payment across the globe. However, this is rare. If you aren't aware of any intermediary details then please don't complete them.

What proofs of address are accepted?

The most common documents we accept are: a bank or building society statement, utility bill (gas, electric, landline phone, water, satellite/cable TV, broadband), driving licence, EU National ID Card, residence permit, buildings or contents insurance – current year, tax bill etc.

Please ensure it’s dated within the last three months, matches your new address and contains your initial and surname. Unfortunately we cannot accept credit card statements or a TV licence.

Please make sure the files you upload are clear and easy to read.

What proofs of identity are accepted?

The most common documents we accept are: a copy of your passport, EU/Non EEA National ID card or photo ID driver’s licence.

Please make sure the files you upload are clear and easy to read.