Your Loan

How do I find out if my loan has closed?

Confirming your loan has closed couldn’t be easier. Simply log in to your account and select Overview. If there's a remaining balance, it'll show at the top of the page. If not, you'll see a message thanking you for paying off your loan.

How do I change my address?

You can change your address details online. Simply log in, click on Account and update your details.

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.

The good news is you don't have to worry about missing anything in the post. LiveLend emails all of your important documents straight to you, wherever you are.

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. 

How long will it take for the money to go into my account?

At LiveLend as soon as your loan documents are signed, we transfer your money to your bank account. Most customers will receive the money instantly, but some bank accounts take longer. Either way the money will be in your account in under four hours.
 

How do I receive my annual statement?

Your annual statement will be sent to you by email, but is also available online. Simply log in to your account and select the Messages tab at the top of the page, to review all your loan documents, including your annual statement. This will be available one year after you have taken your loan. 

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, please follow the steps below:

• Log in to your LiveLend account
• Click the set up a Direct Debit button on the Overview page  

Having a Direct Debit set up will help you make your monthly repayments on time.

How do I change my bank details for payments?

If you’d like to change the bank account your monthly repayments are taken from, follow the steps below.

First, check we can verify your new details online:

• Log in to your account
• Click Account
• Click View my details
• Scroll down to Bank details
• Update the fields with your new bank account details

If you prefer, you can use the Current Account Switch Service which will automatically transfer your Direct Debit across. Learn more about the Current Account Switch Service.

The bank account must be:

• In your name
• Registered to your address
• Able to accept Faster Payments
• Able to set up Direct Debits

Changing your bank details won't automatically update your Direct Debit. If you need to change your Direct Debit, get in touch with us.

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.

How do I change my phone number?

You can change your personal details online. Simply log in, click on Account and update your details.

What credit score do you use to decide if I'm eligible for a reward?

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.

Are my details stored safely?

Your details are held on our secure systems and we'll only discuss your account with you or a party who you nominate, once you've completed our security checks.

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.

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.