Customer security

1. Look out for signs of phishing

It's a good idea to type our official website - johnlewismoney.com - directly into your browser rather than clicking a link in an email or text message.

If you do receive an email from us, it’ll come from @johnlewismoney.com or from one of our trusted service providers. Always check the sender’s email address and if you’re unsure, you can find a list of our providers on our privacy page.

If an email claims to be from us, but it doesn’t match our official domain exactly, it could be a phishing attempt and it should be treated with caution. This could be a scammer trying to trick you into handing over personal information. This is called phishing and fraudsters can target trusted institutions.

If you’re making a transaction, we may send you a two-way SMS to verify your identity. You just need to reply ‘yes’ or ‘no’, and we’ll never ask for extra details in these texts. 

Avoid using the same password across all your online accounts. This is important because if one account is compromised, using unique passwords ensures your other accounts, especially your finances and email, remain secure.

2. Use the app to stay in control

The John Lewis Partnership Credit Card app has lots of handy features to keep your money safe. For example, you can freeze your account instantly in the app if you misplace your card.

Plus, there’s in-built biometric security in the app, so your face or fingerprint securely confirms your identity when you shop online. 

Remember to keep an eye on your account, and regularly check transactions to make sure there isn’t any unfamiliar activity. You can set up instant notifications of every transaction on your account.

3. Don’t be afraid to say no

If you receive a call out of the blue, we recommend following the Take Five to Stop Fraud guidance.

• Stop and take a moment to think before parting with any money or details.

• It’s fine to say no or hang up - a real Partner won’t mind if you want to verify the call.

• Call our dedicated fraud team directly on 0330 175 9829. You can also find this number on the back of your Partnership Credit Card.

• If we do need to take a payment, we’ll only do so by phone once you’ve safely passed our security checks.

4. Remember our security promise

To keep you safe, John Lewis Money will never…

• Ask for access to your account or device remotely, such as your computer or smartphone.

• Ask you to move your money to a safe or replacement account.

• Ask you to provide payment information or account login details via email.

• Ask for your full PIN or password over the phone or by text.

• Ask you for a One-Time Passcode (OTP) by text or if we call you.

• Pressure you into making a quick decision. We will always be happy for you to hang up and call us back on a trusted number.