LiveLendGroup 2

Your Loan

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.

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 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:

Learn more about the Reward Loan.

Can I speak to somebody about my loan?

You can get in touch with us through our LiveBot, live chat or email.

Our LiveBot is new to LiveLend and whilst we’re testing out some of its features, it may not always be available. But don’t worry, you can still speak to our support team on live chat and email.

If you’d like to talk to us on the phone, we’ll call you back - so you won't ever have to wait on hold again. We made the decision not to have a phone number, in order to keep our costs low so that we can offer you the best rates possible.

If you’re a customer of ours, and you’d like to discuss your loan, please log in and click on the Get in touch page before chatting to us or sending us an email. This way, we’ll be able to share personal information with you safely and securely.

I’ve been affected by Coronavirus, how can you help?

If you’ve been impacted during this difficult time, don’t worry - we’re here to help.

We have a number of different options we can offer that can help make things more manageable such as a temporary reduced payment plan.

If you’d like to discuss the solutions we can offer you whilst things get back on track, get in touch with us now.

During this time, we’re prioritising those who need urgent support with their next repayment, so please bear with us whilst we manage these queries first and get back to you as soon as possible.

There’s also lots of free and independent advice available to help you manage other areas of your finances. You can take advantage of this support by clicking the links below

Money Advice Services’ Money Navigator Tool
FCA guidance
Citizens Advice

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 request copies of my loan documents?

All of your loan documents are online for you to access whenever you need them. Viewing your loan information couldn’t be easier. Simply log in to your account, select Messages at the top of the page, and you'll be able to view all your documents. 

Can I view my loan statement online?

Yes, to view your loan information, simply log into your account and select Overview. Your payments are shown at the bottom of the page. If you want to view your annual loan statement you can do this in the Messages section of the site. You can log in here.

My circumstances have changed, what do I do?

If you’re aware of any change in your current circumstances, and think you may struggle to make your next repayment, please get in touch with us so that we can help you. 

Alternatively you can update your personal details online by logging in and clicking Account.

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 11.2% to 39.9%

Representative Example: 25.9% APR Representative based on a loan of £5,000, repayable over 42 months at an interest of 25.9% pa (fixed). Monthly repayment of £175.08. Total amount payable £7,353.49 Our representative APR applies to loans from £1,000 to £12,000, for terms of 12-60 months.