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?
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
1. 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.
2. 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.
3. 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.
4. 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.
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.
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: 171 Victoria Street, London SW1E 5NN. 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.