Who is LiveLend owned by? LiveLend is part of Chetwood Financial Limited, company number 09964966, which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, under registration number 740551. Authorisation can be checked on the Financial Services Register at www.fca.org.uk.
How are you regulated? LiveLend is part of Chetwood Financial Limited, company number 09964966, which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, under registration number 740551. We’re also registered with the Information Commissioner's Office under registration ZA218401 and we’re a member of CIFAS, the UK's leading fraud prevention service.
How do I complain? If you have a complaint we want to hear it, so please get in touch. We’ll review your feedback and come back to you as soon as possible.
If you’re not satisfied with our response to your complaint, you can refer your complaint to the Financial Ombudsman Service (FOS). Please note that the FOS won’t look at your complaint until it has been raised with LiveLend and we’ve been given a reasonable time to respond.
How do I request my data? If you want to request a Data Subject Access Request call our team on 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
Is LiveLend still offering loans to new or existing customer? Our quick and simple loans have all been snapped up, so we're no longer accepting applications.
How do I find out my credit score? There are three Credit Reference Agencies (CRAs) in the UK - Equifax, Experian and TransUnion. All three are dedicated to collecting information on your financial behaviour and how it has impacted your score. CRAs must share your credit report with you if you request it. It’s good practice to look at all of your credit scores on a regular basis so you can keep an eye on any changes. They all have different scores but this is completely normal. You can get to know your credit score better with free credit reports at ClearScore, Intuit Credit Karma and Experian.
Where do I find information about my Direct Debit You can obtain information about your Direct Debit by calling 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
How do I change my phone number? You can change your phone number by calling 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
How do I change my bank details for payments? If you'd like to change the bank account your monthly repayments are taken from by calling our team on 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales). As a responsible lender, it's important that we can verify your new details. If we can't, you won't be able to use a different bank account and we'll continue to take your loan repayments from the bank account we verified when you took out the loan with us. If you'll struggle to make your repayments from this account, get in touch with us so we can help.
Changing your bank details won't automatically update your Direct Debit. If you need to change your Direct Debit, get in touch with us.
How do I find out how much I have left to pay on my loan? To find out how much you have left to pay on your loan, call 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
I cancelled my Direct Debit by accident, how do I set it back up? If you've cancelled your Direct Debit by mistake and would like to set it back up, call 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
Can I reinstate my Direct Debit? Yes. If you'd like to reinstate your Direct Debit so your monthly repayment is taken on the original date you requested on your loan application, call 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
How do I improve my credit score? There are three Credit Reference Agencies (CRAs) in the UK - Equifax, Experian and TransUnion. They all have different scores but this is completely normal. All three are dedicated to collecting information on your financial behaviour and how it has impacted your score.It's good practice to look at all of your credit scores on a regular basis so you can keep an eye on any changes. You can get to know your credit score better with free credit reports using the links below:
Why is my Reward Loan score different than my other credit score I can see? We review your eligibility for a reward based on a credit score provided by Equifax. This score is called a ‘management score’. It’s different from the score you’ll see on your credit reports which show you how likely you are to get accepted for credit. It’s shared with us from Equifax so that we can measure your score movement over time. We compare this score against a score taken directly from Equifax on the day that you apply for our loan.
We review your eligibility for a reward every three months and for every 25 points that your credit score increases, we'll automatically reduce your loan rate by 2%, as long as you're up to date with your repayments.
I already have a loan with you, can I borrow more? Our customers aren't able to borrow more on top of their existing loan. If you need some extra support with your loan repayments or would like to chat to us about your loan in general, get in touch with us so we can help.
Will my rate go back up on my Reward Loan, if my credit score decreases?
What fees do you charge? You can get your early settlement quote by calling our team on 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
Can I pay more than my monthly repayment amount? You can make overpayments to reduce the interest you pay on your loan at any time. Once you've made your payment, your account will be updated within a few days. To make an overpayment, please call our team on 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
What happens if I miss a payment? If you're struggling to make your next repayment, or have already missed a repayment, don't panic. It's important that you get in touch with us straight away so that we can help. We'll work with you to understand your situation and offer solutions, such as a temporary reduced payment plan. If you're able to make your loan repayment, call our team on 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
Can my loan repayments be made from a different bank account? If you'd like to change the bank account your monthly repayments are taken from by calling our team on 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales). As a responsible lender, it's important that we can verify your new details. If we can't, you won't be able to use a different bank account and we'll continue to take your loan repayments from the bank account we verified when you took out the loan with us. If you'll struggle to make your repayments from this account, get in touch with us so we can help.
Changing your bank details won't automatically update your Direct Debit. If you need to change your Direct Debit, get in touch with us.
What happens if I want to make an overpayment on my loan? You can make overpayments to reduce the interest you pay on your loan by calling 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales). Once you've made your payment, your account will be updated within a few days. The good news is that at LiveLend we don't charge you for making overpayments, or for repaying your loan early. So you save interest and pay your loan off quicker.
Will I be charged for missing a payment? At LiveLend we won't charge you a fee. Ever. Not even if you miss a loan repayment. We've designed our loans alongside our customers and, as a result, we've developed a truly fair and flexible loan. However, missing a repayment will result in you paying additional interest on your loan, and will have a negative impact on your credit score. If you're struggling to make your next repayment, or have already missed a repayment, don't panic. Get in touch with us by calling 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales) so that we can help you.
I have missed a payment, what do I do? If you've missed a payment by accident, call 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales). If you're struggling to make your next repayment, or have already missed a repayment, don't panic. Get in touch with us so that we can help you.
How can I find out how many loan repayments I have left to make? To find out how many loan repayments you have left to make, call 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
I'm struggling to make my repayments, what do I do? If you're struggling to make your next repayment, or have already missed a repayment, don't panic. It's important that you get in touch with us straight away by calling 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales) so that we can help.
We'll work with you to understand your situation and offer solutions, such as a temporary reduced payment plan.
How do I set up a new Direct Debit? To set up a new Direct Debit, call 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).