Managing your upcoming
Personal Loan repayments

If you think you’re going to be unable to meet your upcoming repayments when your Personal Loan repayment deferral ends, it’s important to take action as soon as possible.

We have a range of options to support you, depending on your circumstances. This could include the option to extend your Personal Loan repayment deferral.

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 repayment deferral, have since maintained payments towards your accounts and now need further support, please complete this form. You need to do this by 31 March 2021 to have the option of further deferral.


Who should fill out an income and expenditure form?

You should complete this form if you think you’ll be unable to make your repayments once your loan repayment deferral ends.

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 repayment is due.


Completing the form

You’ll need to give a detailed overview of your income and outgoings. You may need the following up-to-date information:

  • Bank statements
  • Income (payslips, benefits, pension, other income)
  • Household bills and travel costs 
  • Accounts held with other banks/creditors (eg store cards, payday lenders)

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 to discuss 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 repayment deferral, you will then have have taken the maximum six months allowed for repayment deferrals.

If you need more support after this time, please see our information explaining what to do if you have money worries.

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 deferral, we confirmed which repayments this would apply to. This will normally have been your next three monthly repayments after we accepted your request.

However, if your next repayment was due within seven working days, your deferral may have started the following month.

If you’d already missed one repayment, we’ll have taken this into account and the deferral will have applied to your next two repayments.

We’ll remind you when you need to resume making your usual monthly repayments.

You’ll need to resume making your usual monthly repayments.

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

If you cancelled your Direct Debit, you’ll need to set up a new one at least 10 working days before the repayment date, or arrange to make your next repayment another way. This is important, as your credit score could be impacted if you don’t resume making repayments when they’re due.

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

We hope you can resume making your usual monthly repayments. However, if you’re not able to due to short or longer term difficulties, we can 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’ll 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.

Your repayment deferral didn’t change the terms of your Personal Loan agreement, which means we still need to send you notices about the deferred repayments when we’re legally required to.

Arrears notices are sent when two monthly repayments haven’t been made when due under the agreement, and then at regular intervals of up to six months. They ask you to contact us to discuss your account, unless we already have an arrangement with you. Don’t worry, we have to send these notices to ensure we comply with the Consumer Credit Act – but you don’t need to contact us or take any other action in relation to the repayments you arranged to defer. We’ve also recorded this arrangement, so it won’t impact your credit score.

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
Back to top