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Dealing with financial difficulty

Payment support: income and expenditure form

Filling in an Income and Expenditure form can help us understand your current financial position and find the best solution we have available to support you. It’s a series of questions about your income and outgoings (such as salary and mortgage payments/rent) to help us assess your circumstances. The form should only take around 10-15 minutes to complete. Filling the form out won’t impact your credit file. However, depending on your circumstances, some of the solutions we offer may. If this is the case, we’ll let you know.

If you are rolling off a payment holiday or deferral and require further support please see our specific support page for loans and cards, and for mortgages

Who needs to fill out and income and expenditure form?

  • for credit card payment support, if you’re the main cardholder, you should complete this form
  • for loan repayment support, if you’re a joint account holder, you’ll also need to complete the partner income section of the form. You only need to complete one form between you – rather than one per named account holder
  • for mortgage repayment support, if you’re a joint account holder, you’ll also need to complete the partner income section of the form. You only need to complete one form between you – rather than one per named account holder

Completing the form

You’ll need to:

  • provide basic information about yourself and your current employment status
  • detail your current monthly income and expenditure information. If you have a joint debt with another HSBC customer, you’ll also have to provide their income and details of any shared household bills
  • be as precise as you can so we get an accurate view of your current financial position

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 your income and expenditure information before you submit the form. At this stage you’ll be able to make edits if you wish to change something.

Once you begin filling out the form, your progress will not be saved if you exit, so you must complete the form in one session. 

You’ll only need to do this once, even if you hold multiple products with first direct.

Access the form here.

Alternatively, if you need to speak to us or need support filling out the form, please contact us on 03 456 100 100

What happens next?

Once you’ve submitted the information, we will contact you within 5 working days to let you know what options are available to you. If you require support it’s important to fill out the income and expenditure form as soon as possible. This will give us time to find the right solution for you.  

There’s no need to contact us, we’ll keep you informed every step of the way. 


I’ve already missed (or I am worried I am going to miss) a mortgage, loan or credit card payment, or I’m struggling with my overdraft

If you’re concerned about making upcoming payments for your first direct mortgage, loan, credit card - or you’re concerned about being able to afford an overdraft, there is support available. 

If you are on, or approaching the end of a period of coronavirus financial support, please see ‘what happens when it ends’. 

I'm worried about missing a future mortgage, loan or credit card payment

We want to help. And if you’re worried about your money, the earlier you get in touch and explain what’s happening, the more options there are likely to be. If you are feeling financially stretched and you want to reduce your monthly payments in order to get back on track, explore the following options.

If, having reviewed the options above, it’s not going to be easy for you to make your monthly payments, there may be other options open to you. Our Financial Support team are here to help you.   

Before you call, please make sure you have details of your income and outgoings to hand as we’ll be discussing these with you. These can be found on your bank statement or Online Banking. 

For Loan, credit card or overdrafts - call 03 456 100 188 

For Mortgages – call 03 456 100 193

We’re here Mon to Fri 8am to 6pm and Sat 8am to 4pm.

I am worried about the debt I am getting into because of my gambling

Visit our Help with debt management page, which has information about who you can get in touch with for impartial advice and to help you to get your debt under control.

You can turn gambling transactions on or off on your debit card using the App. To find out how to do this and for our FAQs see our Gambling support page.

If you need further support

If you're struggling with debts, either with us or with more than one financial organisation, debt charities can provide free, impartial advice. They could help you handle debts with multiple creditors as they may be able to liaise with them on your behalf. We can provide breathing space while you are working with them, which means we won’t expect payment for 60 days. Any missed payments will be reported to credit reference agencies and may make it more difficult for you to obtain credit in the future

Independent help

There are several organisations and charities who can provide free help and give general advice about managing your money. They can also provide assistance on things like benefits or other sources of support. You can find out about free independent money advisers in your area from:

The following helpline services are on hand to provide usefu help and advice: