Coronavirus information

See our Coronavirus FAQs for information about how it could affect your loan.

Below you will also find information about:

  • Deferring Loan repayments
  • Money worries - support if you’re having financial difficulties
  • How to make a payment

We’re sorry, we are no longer accepting applications for Personal Loans from 28 May 2021. 

Will my application for a new Personal Loan still be processed after the 28 May 2021?

Yes. As long as you’ve submitted your application and all additional information that we may request before 28 May 2021, it will be processed and you’ll be contacted to advise of the next steps. If additional information is requested and you’re unable to provide this before 28 May 2021, unfortunately we will not be able to process your application.  We will cancel your application and remove the Credit Reference Agency search, however this may take up to a month to update on your credit file.
 

I already hold a Personal Loan - can I apply for a second Personal Loan or an Additional Funds Loan?

No. We’re sorry we’re no longer offering second Personal Loans or Additional Funds Loans from 28 May 2021.


I’m an existing Personal Loans customer - will there be any changes for me?

No. There is no change for existing customers already holding a Personal Loan and your regular payments will continue unchanged. Your account and terms and conditions will be unaffected and online account management remains.


I want to make changes to my existing Personal Loan?

Please log in to your online account and click on ‘Manage my loans’. Here you’ll be able to make payments, update Direct Debit details and request an early settlement quote.


I have a question about my existing Personal Loan

Please refer to the FAQs below where you will find the answers to the most common queries.

 

How do I register and log in?

To register and manage your account online, please follow our step-by-step login guide.

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 (lines are open 8am-8pm).

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 (lines are open 8am-8pm).

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’re sorry, from 28 May 2021 you will no longer be able to apply for an additional loan.
 

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 (lines are open 8am-8pm) 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.

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 (lines are open 8am-8pm).

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. To make any changes to your Direct Debit date, please call us on 0345 266 1390 (lines are open 8am-8pm).

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 (lines are open 8am-8pm).

 

Will Coronavirus affect payments to my account?

All payment methods detailed on the back of your statement are still available (see above).

However, to lower the risk of any delays we suggest you consider setting up a direct debit. You can do this for the minimum payment amount. This will make sure you don’t fall behind on your payments.

You can also send funds at any time by contacting your main bank and using the faster payments service. Details of the sort code and account number are on the back of your statement.

 

Payment holiday

If you’ve been impacted by the coronavirus outbreak and are worried about making your John Lewis Personal Loan repayments, you can request to defer your next three repayments.

 

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.

If I miss a payment because of being affected by Coronavirus, will my credit rating be affected?

If you think that you’re at risk of missing a payment, please contact us as soon as possible. There are a number of ways we can help you. Missing a payment may have an impact on your credit score, so it’s important to talk to us before this happens.

 

Will Coronavirus impact the information held about me by UK Credit Reference Agencies?

No. There will be no impact on the information held about you unless you miss a repayment on your mortgage, personal loan or credit card.

 

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, call free: 03 444 111 444

 

How can I change my contact details?

Statement address
Contact us on 0345 266 1390. Lines are open 8am-8pm, 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. Lines are open 8am-8pm, 7 days a week.

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. Lines are open 8am-8pm, 7 days a week.

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 (8am-8pm, 7 days a week)
If abroad call +44 1470 697131

Textphone
Call 0121 265 3051 (8am-8pm, 7 days a week)

Or you can write to:
John Lewis Financial Services Ltd
Customer Service Centre
BX8 3HB

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.

 

Unless otherwise specified, this website is directed solely at those who access this site from the UK. John Lewis Financial Services Limited does not make any representation that any product or service referred to in the materials on this website are appear use, or available, in other locations. Those who choose to access this site from other locations are responsible for compliance with local laws if and to the extent local laws are applicable.

You are wholly responsible for use of the Site by any person using your computer and you must ensure that any such person complies with these Terms.

The information provided on this Site is not intended for distribution to, or use by, any person in any jurisdiction where such distribution or use would be contrary to law or regulation. This Site should not be considered as communicating any invitation or inducement to engage in banking or investment activity or any other offer to buy or sell securities or other investments outside of the UK.

 

Since 14 January 2020, Microsoft has stopped releasing security updates for Windows 7. Computers using this operating system may become more vulnerable to security risks.

We recommend that you do not log in to your Personal Loan online account on a computer that is using Windows 7. If you’re not sure which Windows operating system you’re using, you can read Microsoft’s useful guide.
 

What should you do?

Option 1: Use another device to log in to your account safely

Computer
You can access your online account using a computer with one of the following operating systems:

  • Windows 8.1 or 10
  • Apple Mac OSX 10 or later


Phone or tablet
You can access your online account using a mobile phone or tablet with one of the following operating systems:

  • Android 7 or later 
  • Apple iOS 10 or later


Option 2: Update your PC to Windows 10

Find out more

 

How does Coronavirus impact my Personal Loan?

There is no impact on your existing personal loan.

 

Are payments to my account affected?

All payment methods detailed on the back of your statement are still available. (See Payments, above)

However, to lower the risk of any delays we suggest you consider setting up a direct debit. You can do this for the minimum payment amount. This will make sure you don’t fall behind on your payments.

You can also send funds at any time by contacting your main bank and using the faster payments service. Details of the sort code and account number are on the back of your statement.

 

Will Coronavirus impact the information held about me by UK Credit Reference Agencies?

No. There will be no impact on the information held about you unless you miss a repayment on your mortgage, personal loan or credit card.

 

Deferring Loan repayments

You’re no longer able to request a new repayment deferral after 31 March 2021.

If you currently have a deferral in place, we’ll get in contact before it ends to let you know your options. If you're able to, you should begin making your monthly repayments again. If you’d like to know more about deferrals, please read the Deferring Loan repayments section below.

If you continue to experience financial difficulties after your deferral ends, or you haven’t taken one and you’re worried about making your repayments, please let us know as soon as possible. We can discuss the support we have available based on your individual circumstances. Please be aware that the support we offer may have an impact on your credit score.

For more information, please visit our Money Worries section above.

 

You’re no longer able to request a new repayment deferral after 31st March 2021.

If you currently have a deferral in place, we’ll get in contact before it ends to let you know your options. If you're able to, you should begin making your monthly repayments again.

If you’d like to know more about deferrals, please read our Frequently Asked Questions.

If you continue to experience financial difficulties after your deferral ends, or you haven’t taken one and you’re worried about making your repayments, please let us know as soon as possible. We can discuss the support we have available based on your individual circumstances. Please be aware that the support we offer may have an impact on your credit score.

For more information, please visit our Money Worries section above.

How does it work if you've deferred your monthly loan repayments?

It depends on how you make your monthly payments. If you make them by:

Direct Debit: over the deferral period, we won't collect your repayments when they're due. This is automatic, so you don’t need to cancel your Direct Debit instruction.

Standing order, or bill payment: you’ll need to have cancelled this yourself at the start of the deferral.

At the end of the deferral, you can resume making your usual monthly repayments. This means it'll take you longer to repay your loan and you'll repay more overall, because we'll keep charging interest on the balance of the loan until it's repaid in full. You could choose to make the deferred repayments earlier, if you're able to. 

This doesn't change the terms of your agreement with us, so we'll still send notices about the delayed repayments when we're legally required to. You won't need to do anything in response to these notices, as long as you don't miss any repayments outside of the deferral.

What happens at the end of the repayment deferral?

We’ll get in contact before your repayment deferral ends to let you know your options. If you can, you’ll need to resume making your usual monthly repayments. You’ll be able to choose to:

continue making them until you’ve repaid your loan. This means it will take you longer to repay the loan. It also means you’ll pay more overall, as we’ll continue charging interest until the balance has been repaid in full. make the repayments you’ve deferred or repay any part of your outstanding balance sooner, which will reduce the amount of interest you’ll pay.

If you’ll be unable to make your repayments , there are number of options available , which will depend on your personal circumstances.


Does this affect your credit rating?

We'll record this to make sure it doesn't impact your credit file.

Although taking a repayment deferral doesn’t negatively impact your credit score, lenders may consider other information when making future lending decisions.
 

Why are new repayment deferrals only available until 31st March?

This is in response to guidance provided by the Financial Conduct Authority.

After 31st March 2021, new deferrals are no longer available. If you currently have a deferral in place, you may be able to request an extension before your repayments are due to resume – we’ll contact you about your options.

After this date, there’s still support available which will be tailored to your individual circumstances, but these solutions may impact your credit score..

 

What if I’ve recently submitted an online request to defer my loan repayments, but haven’t heard from you yet?

Please be assured we’re dealing with your request. However, due to high volumes, it may take us longer to respond. We’ll be in touch as soon as possible, so there’s no need to contact us for updates.

Please note that after 31st March 2021, it’s no longer possible to request a new repayment deferral. If you’re currently on a deferral, we’ll be in touch before it ends – you may have the option of requesting an extension before your repayments are due to resume.

 

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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