Personal loan support

Support once your payment holiday comes to an end

We understand that the coronavirus outbreak continues to have a financial impact on many of our members. 

If you’ve received a letter from us about your personal loan payment holiday ending, these are your next steps. 


You must take action within the number of days set out in your letter:

  1. If you can start making personal loan payments again, you’ll need to sign a new loan agreement.
  2. If you can’t start making personal loan payments again, you’ll need to let us know. We’ll need you to complete an income and expenditure form, so that we can agree on the way to best support you.

When we confirmed your payment holiday, we told you we’d need you to sign a new loan agreement when your payment holiday ended. The new agreement will extend the term of your loan by 3 months to cover the payments you didn’t make during your payment holiday.

Your new monthly payment will also be higher than it was before your payment holiday. This is because we’ve worked out your new payment to cover the interest added during your payment holiday. 

In some circumstances, you may be able to extend the length of your loan to bring the monthly payment down. Just remember that doing this will cost you more overall. And just so you know, there are no fees for overpaying on your Nationwide personal loan or paying it off early.

Signing your new loan agreement won’t harm your credit score.

What you need to do next

You’ll need to review and sign your new loan agreement on the Internet Bank or our Banking app. This will be like applying for a new loan, but we’re simply increasing the length of the term of your existing loan.

You’ll need to know your existing term length to complete the form. We’ve provided this in the letter we’ve sent you about your payment holiday ending. 

How to complete the form on the Internet Bank

Simply log in to the Internet Bank and complete the form. To help you fill it in, you'll need the guidance included in the letter that we sent to you about your payment holiday ending. You can also view the guidance online.

How to complete the form in the Banking app

  1. Open your Banking app and log in.
  2. Once logged in, go to “Products you might like", then select “Personal Loan”. 
  3. Then, go to “Use our loan calculator”. 
  4. Select “Get your quote”. Don’t worry about filling out any details in the loan calculator, you can simply go straight to “Get your Quote”.
  5. To help you complete the process, you'll need the guidance included in the letter that we sent to you about your payment holiday ending. You can also view the guidance online.

If you’re not registered for Internet Banking

If you’re not registered for internet banking, our loans team will be in touch to go through your new loan agreement with you.

Please call us on 0800 30 20 11 if you’ve not heard from us within 7 days from the date of your letter.

If you can’t start making your monthly payments, you need to let us know.

This might be because:

  • you’re still not receiving an income
  • your income has been significantly reduced
  • you’re finding things financially tough.

What you need to do

To make sure you get the best support for your situation, you'll need to: 

  1. Fill out an income and expenditure form 
  2. Wait for our dedicated team to get in touch. We’ll talk through your form and how we can help you.

Filling out the income and expenditure form

So that we can help you, we need to know as much as possible about your income, outgoings and debts. 

By filling out our income and expenditure form before speaking to us, we'll be able to provide you with tailored support as quickly as possible.

Useful documents that will help you to fill out the form include: 

  • Bank / Building society current account statements
  • Credit card bills 
  • Any benefit information
  • Utility bills 
  • Payslip 


You only need to complete the income and expenditure form once.  If you've had more than one payment holiday with us – for example, a mortgage or credit card payment holiday – and you’ve already completed the form, you don’t need to do so again.

What happens next?

Once we’ve received your form, we’ll review it and get in touch by phone within 7 days. 

If your situation changes, or you need more urgent support, please call 0800 464 30 40 (Monday – Friday, 9am – 5pm)

During the call

During the call we'll:

  • talk through the form you've sent us to understand more about your situation
  • make everything as simple and straightforward as possible 
  • explore practical solutions that you can afford, taking your circumstances into account 
  • tell you what you need to know, so you can make an informed decision 
  • tell you about free debt organisations that you can speak to. 

Please note, we'll never ask you for your PIN or card reader generated passcode.

At the end of the call, we'll go back over all the details discussed with you and agree a way forward with you that you’re happy with.

After the call

We’ll send over details of the solution agreed with you on the call and the steps you’ll need to take to get back on track with your payments.

Prefer to speak to us?

Our online channels are by far the fastest and safest way to access our services at the moment. But if you’d prefer to speak to us, please call us on 0800 464 30 40 (Monday – Friday, 9am – 5pm) and we’ll work with you to find a solution.

You must take action

It’s important you take action within the number of days set out in your letter. If you haven’t taken one of the above actions in time, your account will go into arrears. This could affect your credit record and make borrowing money more difficult in the future.

Get free, independent advice

If you’re worried about debt or money, you can get free, independent advice from: