New day (John Lewis credit card) power of attorney

Carlia

Hi

does anyone know any relevant law I can quote to Newday who run the John Lewis partnership card. My grandad has dementia and we are trying to login to his account to manage it for him with POA as we do with his bank. But they won’t tell us his password or let us change it. Keep saying he needs to call. Obviously he doesn’t have capacity and there are transactions which we do not recognise but need more information. 

Thanks in advance 

Carli 

Brie

Have you tried talking to their vulnerable customer team?  If they don't have one look for their bereavement team as it's likely to be closely related and they will at least have some understanding of the difficult issue you're having.  

Flugelhorn

have they seen a copy of the POA?

blue.peter

Flugelhorn said:

have they seen a copy of the POA?

And has it been registered with the Office of the Public Guardian?

blue.peter

What sort of PoA is involved? General (a.k.a. ordinary)? Lasting? Enduring?

p00hsticks

Flugelhorn said:

have they seen a copy of the POA?

This ^^^.
Have they been given sight of the PoA document (or , if set up more recently, been shared via an activation code)

Carlia

Flugelhorn said:

have they seen a copy of the POA?

Yes they have it 

Carlia

Yes they have had the POA for at least six weeks. It’s a last power of attorney for property and finances 

Flugelhorn

Carlia said:

Flugelhorn said:

have they seen a copy of the POA?

Yes they have it 

in that case there is no need for them to speak to grandad - for all they know he may be unable to speak and have no capacity at all - the OPG has given you the right (at his request) to handle all his financial affairs. 
You probably need to speak to someone more senior at newday or raise a complaint with John Lewis https://www.johnlewisfinance.com/credit-cards/partnership-card/contact-and-support/make-complaint.html

Carlia

Flugelhorn said:

Carlia said:

Flugelhorn said:

have they seen a copy of the POA?

Yes they have it 

in that case there is no need for them to speak to grandad - for all they know he may be unable to speak and have no capacity at all - the OPG has given you the right (at his request) to handle all his financial affairs. 
You probably need to speak to someone more senior at newday or raise a complaint with John Lewis https://www.johnlewisfinance.com/credit-cards/partnership-card/contact-and-support/make-complaint.html

Thanks. They said I need to write a letter. The first person said there was no power of attorney even on the account. I don’t think they know what they are doing C

Flugelhorn

Carlia said:

Flugelhorn said:

Carlia said:

Flugelhorn said:

have they seen a copy of the POA?

Yes they have it 

in that case there is no need for them to speak to grandad - for all they know he may be unable to speak and have no capacity at all - the OPG has given you the right (at his request) to handle all his financial affairs. 
You probably need to speak to someone more senior at newday or raise a complaint with John Lewis https://www.johnlewisfinance.com/credit-cards/partnership-card/contact-and-support/make-complaint.html

Thanks. They said I need to write a letter. The first person said there was no power of attorney even on the account. I don’t think they know what they are doing C

this is what you need to sort out with them - if they have no record of it then that needs rectifying