Fraud and security
Staying secure, online and off
You can be safe in the knowledge that we’ll use the latest technology to keep your details secure. We have dedicated teams to monitor account activity and intercept suspicious transactions. And if we find that you’ve been a victim of fraud, including if your card is used before you receive it, you will not be liable. We may need to send you a one-time passcode to validate it’s you, so have your mobile phone to hand.
Helping you to stay safe
Two-way SMS Protection
If we notice an unusual transaction we'll text you, and you can reply with a "yes" or "no" to let us know if it's a genuine purchase or not.
This avoids your card being blocked unnecessarily, and also helps us stop fraud as quickly as possible.
Mastercard® Identity Check™
When making online purchases with your Partnership Credit Card, some transactions may require an additional security check.
On these occasions, we’ll ask you to open your Partnership Credit Card app and confirm your identity using your Face ID, fingerprint or login PIN. You’ll then be able to see details of the transaction and confirm or reject it.
Zero Liability Protection
We won't hold you responsible for unauthorised transactions made in store, over the phone or online (including contactless transactions).
However, you need to make sure that you let us know immediately if your card is lost, stolen or you suspect someone is using your card number, PIN or passwords fraudulently.
How do you know it isn't us?
We’ll never:
Ask for your PIN or full password
Ask you to transfer money to another account
Text you a link to make a payment
Ask for access to your account or device remotely
How to protect yourself from fraud
Check your account regularly
Make sure you check your statement for transactions you don’t recognise and let us know immediately if you suspect fraud.
Protect your details
Only give out your personal or financial details to use a service that you have given your consent to, that you trust and that you are expecting to be contacted by.
Keep your card secure
Keep your card safe at all times. Don’t let it out of your sight when using it in shops or restaurants. Fraudsters can make a copy in minutes.
Stay safe online
Ensure your anti-virus software is up to date.
Don’t reply to emails that ask you to provide personal information or verify your account.
Watch out for counterfeit websites or emails that look similar to ones you’d normally trust.
Think you have been victim of a scam?
If you ever spot anything suspicious on your account please contact us.
(Monday to Friday 9am - 7pm, Saturday 9am - 5pm)
Calls may be recorded and monitored, and charges will vary.
Introducing Take Five
Take Five is a national campaign that offers straightforward and impartial advice to help you protect yourself from preventable financial fraud. This includes email deception and phone-based scams as well as online fraud – particularly where criminals impersonate trusted organisations.
Frequently asked questions
How do I report fraud?
While we have dedicated teams to monitor account activity and intercept any suspicious transactions, if you are suspicious about transaction(s) that appear on your statement please contact us.
You can temporarily freeze your card through your John Lewis Credit Card app if we are closed.
I have received a message asking for personal details. Is this a scam?
We'll never ask you to give us your details in an email or message.
When will the Fraud Prevention Team contact me?
The Fraud Prevention Team will contact you if we believe there is suspicious activity on your card or account, we may generate an SMS or phone call to your number where we will ask you to confirm if your transactions are genuine or fraud.
We will never ask you to provide personal information in any text messages, emails or calls. However, from time to time our Fraud Prevention Team may call you to check and discuss activity on your account and we will only ask for limited information to verify your identity.
Not sure what actions you should take?
If you suspect fraud or are not sure about a recent transaction, visit our support page and we'll be happy to help.
John Lewis plc is a credit broker, not a lender, introducing the Partnership Credit Card under exclusive arrangements with the lender NewDay Ltd.
John Lewis Money and John Lewis Finance are trading names of John Lewis plc. Registered office: 1 Drummond Gate, Pimlico, London SW1V 2QQ. Registered in England and Wales (company number: 233462). Authorised and regulated by the Financial Conduct Authority (firm reference number: 724309).
Credit is provided by NewDay Ltd. Registered in England and Wales (company number: 7297722). Registered office: 7 Handyside Street, London, N1C 4DA. NewDay Ltd is authorised and regulated by the Financial Conduct Authority (firm reference number: 690292) and is also authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (firm reference number: 555318) for the provision of payment services.
Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.