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 Card, some transactions may require an additional security check. 

On these occasions, we’ll ask you to open your Partnership 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

Think you have been victim of a scam?

If you ever spot anything suspicious on your account please contact us.

0330 838 0162

(Monday to Fri 9am - 7pm, Saturday 9am - 5pm)


Frequently asked questions

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.

We'll never ask you to give us your details in an email or message.

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.

Introducing Take Five


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 and not a lender, introducing the Partnership Credit Card under exclusive arrangements with the lender NewDay Ltd.
John Lewis Finance is a trading name of John Lewis plc, registered in England with company number 233462, registered office: 1 Drummond Gate, Pimlico, London SW1V 2QQ. Authorised and regulated by the Financial Conduct Authority (FRN 724309). Credit is provided by NewDay Ltd, a company registered in England and Wales with registered number 7297722, registered office: 7 Handyside Street, London, N1C 4DA. NewDay Ltd is authorised and regulated by the Financial Conduct Authority with number 690292 and is also authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (Ref no: 555318) for the provision of payment services.

Copyright © John Lewis Partnership
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