John Lewis

Employee-owned retailer. Products & services: Department store.

Updated: 3 August 2026

Company Overview

Industry: Retail — department stores
Parent company: John Lewis Partnership plc (00238937)
Regulator: No sector regulator for general retail (CMA/Trading Standards oversee consumer law); FCA for John Lewis Money products
Ombudsman: None for general goods; Financial Ombudsman Service for John Lewis Money (FCA-regulated) products
Founded: Company incorporated 20 September 1928 (John Lewis plc)
Legal entity: John Lewis plc (00233462)

What customers complain about

Complaints about John Lewis typically concern deliveries and installation, returns and refunds, product faults, and how its guarantees are honoured (for example partial or depreciated settlements near the end of a 5-year TV guarantee). Because there is no retail regulator or compulsory ombudsman for general goods, most complaints are resolved through John Lewis's own customer service and 'Escalated Complaints' process, backed by rights under the Consumer Rights Act 2015. Price-match disputes relate to the revived 'Never Knowingly Undersold' promise. Complaints about John Lewis Money financial or insurance products follow a different path and can be escalated to the Financial Ombudsman Service. We could not identify publicly available official complaint statistics for this company; reported themes come from consumer forums and review platforms and are not verified figures.

Complaint categories

1
Deliveries, installation and returns
Reported issues with delivery scheduling, large-item/appliance installation, and refund timescales on returns.
Commonly reported on consumer review platforms and complaint-handling sites (reported, not verified). John Lewis publishes standard delivery and returns terms on johnlewis.com.
2
Guarantee and faulty-goods claims
Disputes over how the 2-year and 5-year guarantees are honoured — for example replacement vs partial/depreciated refunds when a fault appears late in the guarantee period.
Reported on forums such as AVForums and MoneySavingExpert (reported, not verified); the guarantees themselves are stated on John Lewis product pages.
3
Price-match / Never Knowingly Undersold disputes
Claims declined because the competitor is not on the matched list, the item is not identical/in stock, or the 7-day window has passed.
John Lewis Partnership press release and Which? guidance set out the relaunched terms; disputes reported on review platforms (reported, not verified).

Latest statistics

We could not identify publicly available official complaint statistics for this company.

Contact methods

Complaint journey

1
Contact John Lewis customer service
Raise the problem first with John Lewis directly.
Typical responseVaries
What happens
Start with John Lewis on 03456 049 049, by live chat, or via the online contact form at johnlewis.com. Explain the issue clearly, quote your order number, and say what outcome you want (repair, replacement, refund or compensation). For price-match claims under Never Knowingly Undersold, use the dedicated claim form with a screenshot of the lower price.
2
Ask for your complaint to be escalated
If unresolved, use the Escalated Complaints route.
Typical responseVaries
What happens
If the first response does not resolve things, use John Lewis's 'Escalated Complaints' page (johnlewis.com/customer-services/escalated-complaints) to request a higher-level review. State clearly that you are making a formal complaint and want a final answer.
3
Put your complaint in writing
Send a formal written complaint and ask for a final response.
Typical responseVaries
What happens
Set out your complaint in writing — by email or by letter to John Lewis plc, 1 Drummond Gate, Pimlico, London SW1V 2QQ. Reference the Consumer Rights Act 2015 for faulty or misdescribed goods, keep it factual, and ask for a written final response so you have a clear record.
4
Escalate externally (route depends on the product)
Different escalation applies to shop goods versus John Lewis Money.
Typical response8 weeks (financial)
What happens
For general goods there is no compulsory retail ombudsman: options include a chargeback via your card provider, a Section 75 claim if you paid £100–£30,000 by credit card, or the small claims court. For John Lewis Money financial or insurance products, if you have not had a satisfactory final response within 8 weeks you can refer the complaint free of charge to the Financial Ombudsman Service.

Response times

John Lewis does not publish a standard acknowledgement or final-response deadline for general retail complaints, and no statutory 8-week clock applies to ordinary goods complaints. It does state specific timescales for Never Knowingly Undersold price-match claims: requests are reviewed within 48 hours and approved refunds are paid within about 5 days. For FCA-regulated John Lewis Money products the financial-services rules apply, giving the firm up to 8 weeks to issue a final response before you can go to the Financial Ombudsman Service.

If your complaint isn’t resolved

If John Lewis can’t put things right, you can escalate — free of charge — to an independent body:

Citizens Advice consumer service

Recent news

9 September 2024
John Lewis relaunched its 'Never Knowingly Undersold' price promise in a modernised form, price-matching around 25 named high-street and online retailers within 7 days of purchase; a major brand campaign followed on 19 September 2024.
Read more
12 March 2026
John Lewis Partnership reported full-year results to 31 January 2026: Partnership sales up 5% to £13.4bn and profit before tax, bonus and exceptionals up 6% to £134m, though a £120m exceptional charge produced a statutory loss before tax of £21m; the board awarded a 2% Partnership bonus.
Read more
28 May 2024
John Lewis Broadband closed its remaining broadband and email services, with customers migrated to other providers.
Read more

Know your rights

Consumer Rights Act 2015
Goods bought from John Lewis must be of satisfactory quality, fit for purpose and as described. If they are not, you have a short-term right to reject (usually 30 days) and later rights to repair, replacement or a refund. These statutory rights sit alongside — and are separate from — John Lewis's own 2-year and 5-year guarantees. This is general information, not legal advice.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
For most items bought online or by phone from johnlewis.com you have a 14-day cooling-off period to change your mind and cancel, on top of your fault-based rights. This is general information, not legal advice.
Consumer Credit Act 1974, Section 75
If you paid for goods costing over £100 and up to £30,000 (in whole or part) on a credit card, the card provider can be jointly liable with John Lewis for breach of contract or misrepresentation — a useful route if goods are faulty and not resolved. This is general information, not legal advice.

Frequently asked questions

Is there an ombudsman for John Lewis complaints?

Not for ordinary shop purchases — general retail has no compulsory ombudsman. You escalate within John Lewis's own Escalated Complaints process, then consider chargeback, a Section 75 claim or the small claims court. Only John Lewis Money (FCA-regulated) products can go to the Financial Ombudsman Service.

How do I claim under Never Knowingly Undersold?

Since the 9 September 2024 relaunch, you submit a claim form with a screenshot or photo of the lower price at one of around 25 matched retailers, within 7 days of purchase. The item must be identical and in stock; John Lewis reviews claims within about 48 hours and pays approved refunds within roughly 5 days.

What does the 5-year TV guarantee actually cover?

Most televisions sold by John Lewis include a 5-year guarantee at no extra cost, and many other electricals include a 2-year guarantee. These are in addition to your Consumer Rights Act 2015 rights. Some customers report that late-life claims are settled by a proportionate refund rather than a full replacement, so keep your proof of purchase.

How do I contact John Lewis to complain?

Call customer service on 03456 049 049, use live chat or the online contact form, or write to John Lewis plc, 1 Drummond Gate, Pimlico, London SW1V 2QQ. If your issue is not resolved, use the Escalated Complaints page on johnlewis.com.

Are there official statistics on John Lewis complaints?

We could not identify publicly available official complaint statistics for this company. No regulator publishes complaint figures for individual general retailers, and John Lewis does not publish its own volumes, so any 'complaint numbers' you see online are usually review counts, not verified statistics.

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