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).
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.
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 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.
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.
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).
What is the Reward Loan and how does it work? The LiveLend Reward Loan is a loan that rewards you for improvements in your credit score. When your credit score goes up, the interest rate you'll be charged will go down. We'll look at your credit score every three months and if your credit score has gone up by 25 points, we'll automatically reduce your loan rate. Don't worry, this check won't affect your credit score. For every 25 points that your credit score increases, we'll reduce your loan rate by 2%, as long as you're up-to-date with your repayments. We'll reduce your loan rate straight away and reduce your monthly repayments, so your loan will cost you less! Your loan rate can reduce to 9.9%. We'll never put your rate back up, even if your score gets worse. The credit score we use to review your eligibility for rewards is taken directly from Equifax on the day that you apply for our loan. We'll always use this score for your Reward Loan. Our loan APRs (Annual Percentage Rates) start at 10.9% to 39.9%. Representative example: 25.7% APR representative based on a loan of £5,000, repayable over 42 months at an interest of 25.7% pa (fixed). Monthly repayment of £174.65. Total amount payable £7,335.28. Our representative APR applies to loans from £1,000 to £12,000, for terms of 12-60 months. Our loans are 25.7% APR Representative.
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).
Can I earn more than one reward every 3 months, on my Reward Loan? Yes, we don't limit the number of rewards you can get at each review period. So, if your credit score increases by 100 points, we'll reduce your loan rate by 8%. You can continue to earn rewards every three months, as long as you're up to date with repayments, if your score has increased by 25 points or more. Your loan rate can reduce all the way down to 9.9% so if your loan rate is 9.9%, you won't be able to earn a reward. Our loan APRs (Annual Percentage Rates) start at 10.9% to 39.9%.Representative Example: 25.7% APR Representative based on a loan of £5,000, repayable over 42 months at an interest of 25.7% pa (fixed). Monthly repayment of £174.65. Total amount payable £7,335.28. Our representative APR applies to loans from £1,000 to £12,000, for terms of 12-60 months.
Will my rate go back up on my Reward Loan, if my credit score decreases?
Why has a monthly repayment been taken after I've settled my loan? If your usual monthly repayment date was due to be taken three working days or less after the date you settled your loan, we wouldn't have been able to cancel your Direct Debit in time. This means that your regular repayment would've been taken as usual but we'll refund the money back to you as soon as we can. Get in touch if you'd like to speak to us about this by calling our team on 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
How do I receive my annual statement? Your annual statement will be sent to you by post to the address we hold on file.
When will my reward be applied to my Reward Loan? Every three months, we'll do a reward review to see if you've qualified for a reward. If you have qualified for a reward, we'll put your rate down straight away. We'll do this automatically, so there's no need for you to do anything. We'll apply your reduced loan rate to your next loan repayment. This means your monthly repayment will be less. We'll send you an email to let you know how much your loan rate is reducing by.
How do I know what my loan APR is? To find out what your loan APR is, call 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales).
How do I change my address? You can change your address by calling 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales). If you've recently moved house, we'd suggest waiting 6-8 weeks to change your address details so your information is updated and you're registered to vote on the Electoral Register. Not being registered to vote can have a negative impact on your credit score. Please be aware that we'll carry out a soft search when updating your address. This is so we can be confident that the change is secure and we can protect against fraud. This search will only be visible on your credit file to you and won't impact your credit score.
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).
I want to change the amount I repay monthly as I can’t afford it anymore, what do I do? If you've recently missed a repayment, don't panic. You can still make your payment quickly and simply by calling 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 repayment, 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.
What happens if I want to close my loan early? If you're thinking about closing your loan early, it's important that you get an early settlement quote first. You can get a quote by calling 0345 840 0281 between 8am to 6pm Monday to Friday (excluding bank and public holidays in England and Wales). You'll be given a quote which includes your latest balance, plus any daily interest due to be applied. There are no fees to close your loan early, and closing your loan early will reduce the amount of interest you pay. Your early settlement quote will be valid for 30 days. If you get a quote to settle your loan, and your next repayment is due within the next three working days, we won't be able to cancel your Direct Debit in time. So, if you were to settle your loan you'd effectively overpay your account. Don't worry - we'll refund any overpayments within 10 days. If you'd prefer this not to happen, we recommend waiting until 10 days after your next repayment due date to allow for this payment to clear before requesting your early settlement quote.
How do I change my repayment date for my loan? We recommend you pick a date close to the day you get paid as most of our customers find this easier to manage.