How do I apply for a Personal Loan?

You can choose to apply online, or apply over the phone by calling us on 0345 266 1380.

What do I need for my application?

You’ll need:

Your UK bank account details

Your home addresses for the last three years (including British Forces Post Office or overseas addresses)

Details of your gross annual income (minimum £10,000 per annum), and, if you're employed, your employer’s address

If you have an existing John Lewis Partnership Card or Personal Loan it’ll help speed up your application if you have your card or account number.

Is there anything I can’t borrow the money for?

Yes, we don’t lend for:

Purchase or financing of timeshares

Purchase of a UK or foreign property

Business purposes

Stock market investment

Gambling

Illegal purposes

Deposits to support a mortgage application with a lender

Any mortgage payments, including repaying negative equity

Refinance of loans arranged through the Student Loan Company

Are there any sources of income you don’t accept?

Yes, some sources of income can’t be considered when you apply for a Personal Loan:

Child Benefit

Child Tax Credit

Foster Carer's Allowance

Guardian’s Allowance

Housing Benefit

Income Support

Jobseeker’s Allowance

Maintenance payments

ESA (Employment and Support Allowance) if you’ve been declared fit to work

Net profit from a business

Non-regular overtime or commission

Income from solar power generation

Only 75% of any rental income can be used to finance your loan

Only 75% of any investment income (dividends etc) can be used to finance your loan

What does the loan process involve?

When you apply online or over the phone you could get an instant decision. If you’re accepted we’ll ask you to sign your loan agreement digitally so we can complete the process quicker.

If you prefer to sign a paper copy, you should receive documents within two working days of making your application.

If we require additional information to process your application, once it has been received we’ll check everything over and let you know our decision. If successful, your loan will be deposited into your chosen account by Faster Payments within two working days. The electronic payment is sent directly to your bank account and the money can be withdrawn straightaway.

 

What support do you offer during my application?

You can check your application status online with the application reference number we give you. Or you can call 0345 266 1380.

When will I receive my loan?

Once we’ve approved your application and checked your identity, we’ll provide an agreement for you to sign, either digitally or through the post. You’ll need to check all the details and sign the agreement, as well as a Direct Debit.

Once we have your signed documents, we’ll transfer the money directly to your bank account, usually two working days later.

What if I change my mind?

If you change your mind and no longer want the loan, you’ll have 14 days to cancel your loan agreement. Just call us on 0345 266 1390. After this 14-day period, you'll be bound by the terms of your loan, but we don’t charge any early settlement fees if you wish to repay your loan early.

Can I take a payment holiday?

Yes – we give you the option to choose a loan payment holiday when you apply. This can be any month of the year, and applies for every year of your loan.

Please note: interest will continue to be charged during the payment holiday and the total loan period will be extended.

 

Can I opt for a payment holiday after I have completed the application, or during the loan term?

No – you must opt-in during the application process and decide which month you want your payment holiday to be.

Can I choose a payment (Direct Debit) date?

After you’ve made your first payment, you can change the date of your Direct Debit. To give us time to make this change, please call us at least 10 working days before your next payment is due. Call 0345 266 1390 and we’ll be happy to help you.

How do I register and log in?

To manage your account online, please register.

If you have already registered, please log in.

What should I do if I’ve forgotten my login details?

Go to the login page and select ‘Forgotten your username’ or 'Forgotten your password', and follow the instructions. If you've forgotten all of your login credentials, call us on 0345 266 1390.

What can I use my online account for?

Once registered for an online account you can:

View your current balance

View recent transactions and any previous annual statements

Make payments to your loan

Request an early settlement quote

Amend your Direct Debit bank details

Please note: you won't be able to use an online account if you live overseas.

How do I get a further copy of my annual statement?

The easiest way to get a paper copy of your statement is to download and print it yourself from your ‘My account’ page within your online account. It will be exactly the same as the copy we will have sent you by post. You can get a copy of any annual statement which has already been issued.

Log in to your online account, choose ‘My account’ and select 'Statements'. Use the year selection box to choose the statement that you want to see.

If you don't have a printer, please call 0345 266 1390.

How do I view my recent transactions?

To see recent transactions, log in to your online account, choose ‘My account’ and select 'Transactions'.

Can I increase my current borrowing?

We understand that situations can change and you might need extra funds. If so, you could apply for an additional loan. Use our Loan Calculator to see what might suit you and once you've got a figure in mind, you can apply through your online account or call 0345 266 1380 and let us know how much more money you'd like to borrow. The rate we offer on any new loan could be higher then your existing loan. It will also depend on your personal circumstances, credit assessment and other related factors.

If you take out additional funds to pay off or reduce existing loan(s)/debts (including combining these into a single loan), it is important to consider not just the interest rate and monthly repayments, but also the term of this loan compared to the remaining term of your existing loans/debts. Spreading your payments over a longer term means you could end up paying more overall than under your existing arrangements, even if the interest rate on this new loan is less than the rates you are currently paying. You should also consider if any early repayment charges apply and if this form of borrowing is appropriate for your circumstances.

 

Can I settle my loan early?

You can repay your loan partially or in full at any time, and there may be a reduction in the amount of interest you have to pay.

The easiest way is to log in to your online account, choose ‘Manage my loan’ and select either ‘Make a payment’ or ‘Early Settlement Quote’. Alternatively, you can call us on 0345 266 1390 for a settlement figure.

Are there any fees for settling my loan early?

No – we don’t charge any early settlement fees or extra interest if you wish to repay your loan early.

When will my first payment be due?

Your first repayment will be a month after you receive your loan. This date will be detailed in your welcome letter, unless you opt for a payment holiday which falls on this date.

What happens if I forget to make a repayment?

Unfortunately, if you miss a repayment or if your repayment is late, this will be registered with a Credit Reference Agency and could affect your credit rating.

We want to help you avoid this, so if you think you’re going to be late making a repayment, please call us to find out how we can help on 0345 266 1390.

If you’ve already missed a repayment, please call us as soon as possible.

Can I change my Direct Debit dates?

You can change the date of your Direct Debit after your first repayment. Please allow at least 10 working days before your next repayment is due so we’ve enough time to make this change. Call 0345 266 1390.

Can I make overpayments?

You can make an additional repayment at any time. This won't reduce your monthly repayments but it will shorten your loan term and reduce the total interest you'll pay. If you make additional loan payments you must continue to pay your monthly repayments.

If you'd like to make an additional repayment, you can do so through your online account or by calling us on 0345 266 1390.

What can I do if I'm having financial difficulties?

If you're concerned about your finances and your ability to repay your loan please call us as soon as possible and we'll do what we can to help. Call 0345 604 6519.

Please always keep the contact details we hold for you up to date so we can stay in touch.

Where else can I get help and advice?

If you're having financial difficulties, you can get free help and advice from the following organisations:

Stepchange Debt Charity
Call free: 0800 138 1111

National Debtline
Call free: 0808 808 4000

Citizens Advice

 

How can I change my contact details?

Statement address
Contact us on 0345 266 1390. Lines are open 24 hours, 7 days a week.

Phone number(s)
Log in to your online account, choose the ‘Personal settings’ tab and select ‘Personal Details’. Alternatively, you can contact us on 0345 266 1390.

Email address
Log in to your online account, choose the ‘Personal settings’ tab and select ‘Personal details’.


My name has changed, what should I do?

Please contact us on 0345 266 1390 to change the name on your Personal Loan.

How do I update my communication preferences?

To amend your contact preferences, log in to your online account, choose the ‘Personal settings’ tab and select ‘Contact preferences’.

 

We aim to provide the highest level of service to our customers at all times. But if we fail to meet your expectations in any way, we’d like the opportunity to put things right as quickly as possible.

We operate a simple complaints procedure and want to resolve any problem quickly and effectively.

If you have a complaint, please contact us:

Telephone
Call 0345 266 1390
If abroad call +44 1470 697131

Textphone
Call 0121 265 3051

Or you can write to:
John Lewis Financial Services Ltd.
Customer Complaints Team
PO Box 1539
Coventry
CV3 9ER

As soon as we receive your complaint, we’ll investigate the issue raised and try to resolve the matter as quickly as possible, either on the phone or by letter. Depending on the nature of the issue we may not be able to resolve it as quickly as we’d like to; if this is the case, we’ll keep you updated on our progress.

When we reply to your complaint, if you feel our response doesn’t fully address your concerns, please tell the person handling your complaint so we have the opportunity to see if there’s anything else we can do.

We recommend you don’t send us information such as account details, but please provide your name, address and postcode and preferred contact telephone number. If we need to contact you, we’ll respond by telephone or letter.

We always want to be able to resolve any concerns you raise with us, however where you’re not satisfied with the outcome, or if you’ve not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service:

Email: complaint.info@financial-ombudsman.org.uk

Call 0800 023 4567

Write to:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9GE


If you live outside the United Kingdom, or if you prefer not to deal directly with the Financial Ombudsman Service, you may be able to submit a claim through the European Online Dispute Resolution Platform.

 

AC43714 John Lewis Financial Services Limited (a subsidiary of HSBC Bank plc), registered in England under Company Number 4645530. Registered office: 8 Canada Square, London E14 5HQ. Authorised and regulated by the Financial Conduct Authority under the Financial Services and Markets Act 2000 (Financial Services Register no 715060), and under the Payment Services Regulations 2009 (Payment Services Register no 542750) for the provision of payment services. “John Lewis Personal Loans”, “John Lewis Finance” and other terms including “John Lewis” are John Lewis Partnership brands and John Lewis Financial Services Limited uses them under licence from the John Lewis.

Copyright © John Lewis Partnership
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