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Loan payment support: what to say to the lender

How to contact a personal-loan lender when payments are becoming unaffordable, without refinancing the problem or agreeing an impossible plan.

Last reviewed: 6 July 2026 · UK guidance

In brief

An unsecured personal loan usually sits behind priority essentials such as housing, Council Tax, energy and food. Contact the lender early, explain the change in circumstances and offer an amount based on a realistic budget. Do not borrow elsewhere simply to keep the account appearing up to date.

Ask how any reduced-payment plan affects interest, charges, the term and credit reporting. A temporary lower payment can help, but it needs a review date and a clear path if the underlying problem will last longer.

Prepare a figure you can sustain

Use income after tax and essential household spending to find the amount left for non-priority debts. If several lenders are involved, free debt advice can divide this fairly and prevent the loudest creditor receiving money needed elsewhere. Keep the budget simple enough to update when circumstances change.

Ask what the arrangement actually does

A payment holiday may continue interest; a reduced payment may extend the term; refinancing may increase total cost. Request the balance, interest treatment, fees, credit-file reporting and review date in writing. Avoid agreeing during a pressured phone call if the consequences are unclear.

Tell the lender about access needs

Ask for written contact, a nominated supporter, extra response time or another reasonable adjustment when disability, mental health or communication barriers affect engagement. Vulnerability information should be used to improve support, not to demand unrelated medical detail.

Escalate an unaffordable response

If the lender rejects the budget or continues disproportionate contact, make a complaint and keep records. A debt adviser can contact creditors with consent. Eligible unresolved complaints may be taken to the Financial Ombudsman after the lender’s response period.

Words for the lender

Replace the amount only after checking priority bills.

My income or essential costs changed on [date], and the contractual payment is no longer affordable. After priority household costs I can offer £[amount] per month. Please freeze avoidable charges, explain how interest and credit reporting will be handled, and confirm a review date and the arrangement in writing. I do not want a further loan or refinancing.

A practical checklist

  • Calculate the offer after priority essentials.
  • Ask about interest, charges and credit reporting.
  • Get the arrangement and review date in writing.
  • Use free debt advice if several debts are unaffordable.

Check the current information

These are the most relevant official or specialist places to confirm live rules, availability and application details.

Free debt guidance — MoneyHelper

moneyhelper.org.uk

Open official information
Which debts to pay first — MoneyHelper

moneyhelper.org.uk

Open official information
Benefits and financial support

gov.uk

Open official information

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A few closely related starting points, chosen from the same support library.

Debt help without judgement: where to startA calm first route into debt advice that protects housing, energy and food and does not require you to justify how the situation happened.Credit card payment help: interest, persistent debt and breathing spaceHow to ask a credit-card provider for help with interest, minimum payments and persistent debt without moving the balance into more expensive borrowing.Priority bills: what to pay first when there is not enough moneyHow to prioritise bills by legal and household consequence when income cannot cover everything—and what to say to the creditors who must wait.

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