Managing your upcoming
Partnership Card repayments

If you think you’re going to be unable to meet your upcoming payments when your Partnership Card payment holiday ends, it’s important to take action as soon as possible.

We’ve a range of options to support you, depending on your circumstances. This could include the option to extend your Partnership Card payment holiday.

We’ll need you to provide information about your current financial situation. This will include filling out an income and expenditure form. It’s a series of questions about your income and outgoings (such as salary and mortgage payments/rent) to help us assess your circumstances.

We’ll then be able to let you know about the options we’ve available. It should only take about 10-15 minutes to complete and won’t impact your credit score.

If you previously had a payment holiday, have since made payments towards your account and now need further support please complete this form. You need to do this by 31 March 2021 to have the option of a further payment holiday. 

Who should fill out an income and expenditure form?

If you’re the Primary cardholder and you think you’ll be unable to make your payments once your Partnership Card payment holiday ends, you should complete this form.

Please complete this form as soon as possible to ensure that we can assess your circumstances and get in touch to explain your options before your next payment is due.

You can check your payment due date on your Partnership Card statement.


Completing the form

You’ll need to:

  • Provide basic information about yourself and your current employment status.
  • Detail your current monthly income and expenditure information. If you have a joint debt with another John Lewis Financial Services customer, you’ll also have to provide their income and details of any shared household bills.
  • Be as precise as you can so we get an accurate view of your current financial position.

If you’re signed up to Open Banking, you can save time by selecting to have information from your bank statements and bills pre-populated. If you use mobile banking, this process is best completed on your smartphone.

We’ll summarise the information you’ve provided before you submit the form. At this stage you’ll be able to edit the information again if you wish to change something.

You’ll only need to do this once, even if you hold multiple products with John Lewis Financial Services.

What happens next?

Once you’ve submitted the information, we’ll contact you about the options we have available to support you within five working days. There’s no need to contact us, we’ll keep you informed every step of the way.

If you’ve any questions about how to complete the online income and expenditure form, you can call us on 0345 604 6519 and someone from our team will talk you through it.

Our lines are open between 8am and 6pm Monday to Friday and between 8am and 4pm on Saturday.

Frequently asked questions

It’ll be for an extra three months. Including your initial payment holiday, you will then have taken the maximum six months allowed for payment holidays.

If you need more support after this, please see our money worries information.

This information helps us obtain a full picture of your finances so we can look at  the options we have available to support you based on your circumstances. is a third party provider and registered with, and regulated by, the FCA in order to act as an Account Information Service Provider. This enables them to offer their Open Banking service to you.

The FCA registration number is 792642.

If you use Open Banking to pre-populate your information, this process should take approximately five minutes.

If you complete the form manually, it should take approximately 10 -15 minutes to complete. To speed things up, make sure you have the relevant information about your income and expenditure with you prior to completing the form. Please complete the form without interruption as it may not be saved if you return later and you’ll need to start again.

It's typically quicker and easier than looking for bank statements and utility bills to manually enter your details. You don’t have to share any details through Open Banking if you don’t want to.

If you prefer, you can complete the form manually. directly obtain your current account information from your account provider and share it with us to assess your current financial position. Find out more about how consents online works.

To use this service, you'll need the username and password you use to log in to your main bank account – this’ll be the account where you receive your salary and make bill payments from. If you’ve those details to hand, the sign up process should only take a few minutes. If you use mobile banking, this process is best completed on your phone.

Open Banking has put safeguards in place to make it secure. Companies who provide Open Banking services must:

  • comply with data protection laws
  • be registered with, or authorised, by the Financial Conduct Authority (FCA)
  • be registered with the Open Banking Implementation Entity (OBIE) – you can find more information about this by visiting the OBIE website

No, this won’t have an impact on your credit score. No additional credit searches will be completed.

The form consists of a series of questions about your income and outgoings (such as salary and mortgage payments/rent) in order to assess what you can afford to repay by establishing your monthly disposable income.

How does it help me?
When you have completed the form, we’ll review your account and this information to find the options we have available to support you. After this, we’ll contact you to advise next steps.

When we accepted your request for a payment holiday, we confirmed when this would apply. This will normally have been for your next three payment due dates after we accepted your request. However, if you’d already made at least your minimum payment by the next payment due date, your payment holiday will have started the following month.

If you’d already missed one payment, we’ll have taken this into account and your payment holiday will have applied for a further two months.  

We’ll remind you when your usual monthly payments are due to restart.

You’ll need to resume making at least your minimum monthly payment from your next payment due date. You’ll see your minimum payment on your monthly statement. This may be higher after your payment holiday ends, because we’ve been charging interest as normal and you may also have used your card.

If you’ve a Direct Debit set up, we’ll start collecting your payments again from your next payment due date. You don’t need to do anything.

If you cancelled your Direct Debit, you’ll need to set up a new one. We’ll confirm once this is in place and your monthly statement will show that we’ll be collecting your payment by Direct Debit – but until then, you’ll need to make payments another way. This is important, as your credit score could be impacted if you don’t resume making payments when they’re due.

See our help with ways to pay, including how to set up or amend a Direct Debit. You can also find information about ways to pay on the back of your monthly statement.

If you pay by standing order, you’ll need to contact your bank to set this up again.

We hope you can resume making at least your minimum monthly payments. However, if you’re not able to due to short or longer term difficulties, we could help.

If you need more support, you can complete the online income and expenditure form on this page to help us understand your overall financial position. This’ll help us consider the best option we’ve available to support you based on your circumstances (some of these options may have an impact on your credit score). You’ll only need to complete this form once as it will take every product you hold with us into consideration.

If we haven’t already, we’ll contact you separately about your other account(s), with information about what’ll happen when your payment holiday or deferral ends.

We’ve written to you as part of a series of steps credit and store card providers are taking to provide support to customers where their repayment choices could be costing them a lot in interest and charges.

The letter gives you more information about how to increase your monthly payments if you can afford to, and what to do if you need further help.

We’re constantly listening to feedback from all our customers to see how we can help you through these challenging times. Keep visiting our Coronavirus guidance page to stay up to date with our latest information.

You can get free independent advice from:


John Lewis plc trading as John Lewis Finance, 171 Victoria Street, London SW1E 5NN acts as a credit broker (authorised and regulated by the Financial Conduct Authority, Financial Services Register number 724309) and not as a lender. Credit for John Lewis Personal Loans is provided under exclusive arrangements with the lender John Lewis Financial Services Limited (a subsidiary of HSBC UK Bank plc), authorised and regulated by the Financial Conduct Authority (Financial Services Register number 715060) including for the provision of payment services (ref: 542750).

‘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 Partnership

Copyright © John Lewis Partnership
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