FAQs

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'.

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.

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

From 1 August you’re no longer able to request a new or extended Personal loan repayment deferral.

If you've any questions about a loan repayment deferral you’ve taken previously, please read our Frequently Asked Questions.

If you're currently experiencing financial difficulties and you’re worried about making your monthly 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 see our Money Worries above.