Your personal information will be held securely by LiveLend, which is a trading name of Chetwood Financial Limited, company number 09964966 of Ellice Way, Wrexham Technology Park, Wrexham, LL13 7YT. Chetwood Financial Limited 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. In this policy, LiveLend, we, us and our, refers to Chetwood Financial Limited.
LiveLend are the data controller (this means an organisation who determines the purposes and manner in which any personal data is processed) of your information under data protection laws because, in the context of our business relationship with you, we decide how and why it is processed in the ways explained in this policy. We’re registered with the Information Commissioner's Office, in compliance with the Data Protection Act 1998, under registration ZA218401.
LiveLend as data controller and our Data Protection Officer can be contacted at the “Get in touch” section on our website at any time, including if you have queries about this policy, or wish to exercise any of the rights mentioned in it.
You will see at the end of this policy that we mention the privacy notices of Fraud Prevention Agencies and Credit Reference Agencies (CRAs). We need to share these with you. Please read them carefully and contact those organisations if you have any questions (their details are in their notices).
Our loan products are available through our website and through intermediaries who may introduce you to us.
We will generally collect your personal information from you directly. If you are introduced to us by an intermediary, we may obtain some personal information about you indirectly from them when they introduce you to us.
This will include information you provide when you apply, and any additional information provided by you or others in various ways, including: (a) in emails and secure website messages; (b) from analysis (for example, your use of LiveLend products and services), which is used to help us combat fraud and other illegal activity; (c) information LiveLend receives from other organisations (for example, CRAs, comparison websites and fraud prevention agencies), whether in the course of providing products and services to you or otherwise. This can also be from information we gather from your use of, and interaction with, our internet services and the devices you use to access them.
Some of the personal information obtained from CRAs will have originated from publicly accessible sources. CRAs draw on court decisions, bankruptcy registers and the electoral register (also known as the electoral roll). We explain more about CRAs below.
This will include:
Data protection laws require us to explain what legal grounds justify us using your personal information (this includes sharing it with other organisations). The laws refer to “processing” of information – a term which includes everything we do with your personal information from its collection, right through to its destruction or deletion when we no longer need it. For some processing, more than one legal ground may be relevant (except where we rely on a consent). Here are the legal grounds that are relevant to us:
a) Administering and managing your account and services relating to that, updating your records to contact you about your account and doing this for recovering debt;
b) All stages and activities relevant to managing your account including enquiry, application, administration and management of accounts and
c) For some of our profiling and other automated decision making as described in the relevant section below.
a) Administering and managing your account and services relating to that, updating your records to contact you about your account and doing this for recovering debt;
b) To test the performance of our products, services and internal processes;
c) To adhere to guidance and best practice under the regimes of governmental and regulatory bodies such as the Financial Conduct Authority, the Prudential Regulation Authority and the Information Commissioner’s Office;
d) For management and audit of our business operations including accounting;
e) To carry out searches at CRAs pre-application, at the application stage, and periodically after that. Where you have been introduced to us by an intermediary they may do these searches on our behalf;
f) To carry out monitoring and to keep records (see below for more information);
g) To administer our good governance requirements (such as internal reporting and compliance obligations);
h) For market research and analysis and developing statistics;
i) For some of our profiling and other automated decision making, in particular where this does not have a legal effect or otherwise significantly affect you (as described in the relevant section below) and
j) When we share your personal information with these other people or organisations;
- Any person with power of attorney over your affairs (in each case only if relevant to you);
- Other members of our group;
- The intermediary who introduced you to us;
- Our legal and other professional advisers and auditors;
- Financial institutions and trade associations;
- Governmental and regulatory bodies such as HMRC, the Financial Conduct Authority, the Prudential Regulation Authority, Financial Services Compensation Scheme and the Information Commissioner’s Office;
- Tax authorities who are overseas for instance if you are subject to tax in another jurisdiction we may share your personal information directly with relevant tax authorities overseas (instead of via HMRC);
- Other organisations and businesses who provide services to us such as debt recovery agencies, back up and server hosting providers, IT software and maintenance providers, document storage providers and suppliers of other back office functions;
- Actual or prospective buyers or financiers and their professional and other advisers (including providers of insurance or ratings agents) in connection with any sale of financing transaction such as a restructuring or sale of our business or assets or any securitisation or other funding transaction;
- Credit Reference Agencies (see below where we explain more); and
- Market research organisations who help us to develop and improve our products and services.
a) For compliance with laws that apply to us;
b) For establishment, defence and enforcement of our legal rights, or those of any other member of our group;
c) For activities relating to the prevention, detection and investigation of crime;
d) To carry out identity checks, anti-money laundering checks, and checks with Fraud Prevention Agencies pre-application, at the application stage, and periodically after that. Where you have been introduced to us by an intermediary they may do these searches on our behalf;
e) To carry out monitoring and to keep records (see below);
f) To deal with requests from you to exercise your rights under data protection laws;
g) To process information about a crime or offence and proceedings related to that (in practice this will be relevant if we know or suspect fraud); and
h) When we share your personal information with these other people or organisations:
- A person with power of attorney over your affairs;
- Fraud Prevention Agencies;
- Law enforcement agencies and governmental and regulatory bodies such as HMRC, the Financial Conduct Authority, Financial Services Compensation Scheme, the Prudential Regulation Authority and the Information Commissioner’s Office; and
- Courts and to other organisations where that is necessary for the administration of justice, to protect vital interests and to protect the security or integrity of our business operations.
a) When you request that we share your personal information with someone else and consent to that;
b) For direct marketing communications (see the section on “Using your information to contact you about products and services” below);
c) For some of our profiling and other automated decision making (as described further in the “Using credit scoring and other automated decision making” below);
d) For some of our processing of special categories of personal data such as about your health or if you are a vulnerable customer (and it will be explained to you when we ask for that explicit consent what purposes, sharing and use it is for.)
a) Processing of your special categories of personal data such as about your health or if you are a vulnerable customer;
b) Processing that we need to do to fulfil our legal obligations and regulatory requirements;
c) When we share your personal information with other people and organisations, if they need to know that you are a vulnerable customer and your relatives, social services, your carer or any person who has power of attorney over your affairs.
As set out in the previous section, much of what we do with your personal information is not based on your consent, instead it is based on other legal grounds. For processing that is based on your consent (this is set out in point 4 of the previous section), you have the right to take back that consent for future processing at any time. You can do this by contacting us through the “Get in touch” section on our website. If you do, you should tell us which of the relevant uses you want to withdraw your consent to when you contact us. Withdrawal of your consent will not prevent our using your personal information where we are doing so on one or more of the other legal grounds.
We will tell the intermediary who introduced you to us that you have withdrawn your consent, only if they are our data processor (this means an organisation who is processing personal information on our behalf) or if we are required to do when you exercise certain rights under data protection laws. You should make sure to contact them directly to withdraw your consent for what they do with your personal information, as a data controller in their own right.
We’re based in the UK and will generally store it in the UK & Republic of Ireland, but we may transfer your personal information abroad, which may involve a transfer to another country in the European Economic Area (EEA) or outside the EEA. If your information is processed within the EEA it is protected by European data protection standards. If your information is transferred outside the EEA, we’ll make sure that suitable safeguards are in place before we transfer the information. These safeguards may include contractual obligations imposed on the recipients of your information to protect it to the same standards required in the EEA and/or to require the recipient to subscribe to international frameworks intended to enable secure data sharing. You can find out more by contacting us through “Get in touch” on our website.
In order to process your application, we will perform credit and identity checks on you with one or more credit reference agencies (“CRAs”). CRAs collect and maintain information about consumers' and businesses' credit behaviour. This includes the Electoral Register, fraud prevention, and credit information, including details of previous applications and the conduct of your accounts, and public information such as County Court Judgements, decrees, and bankruptcies.
Where you take services from us we may also make periodic searches at CRAs to manage your account with us. To do this, we will supply your personal information to CRAs and they will give us information about you. This will include information from your credit application and about your financial situation and financial history. CRAs will supply to us both public (including the electoral register) and shared credit, financial situation, financial history and fraud prevention information.
We will use this information to:
We will continue to exchange information about you with CRAs while you have a relationship with us. We will also inform the CRAs about your settled accounts. If you borrow and do not repay in full and on time, CRAs will record any outstanding debt. This information may be supplied to other organisations by CRAs.
LiveLend uses soft searches, also known as ‘quotation searches’, to work out whether you’re approved for our loans. We’ll only register a full search once you’ve set up your Direct Debit and given us permission to do so. When CRAs receive a full search from us they will place a search footprint on your credit file that may be seen by other lenders.
We have systems that protect our customers and ourselves against fraud and other crime. Customer information can be used to prevent crime and trace those responsible. We’ll share your personal information from your application with fraud prevention agencies. If false or inaccurate information is provided and fraud is identified, details of this fraud will be passed to these agencies. Law enforcement agencies may access and use this information.
This is explained in more detail by following the links below;
You should tell us without delay so that we can update our records by getting in touch at “Get in touch” on our website. If you were introduced to us by an intermediary who have informed you they are a data controller in its own right (they will have given you a similar policy to this one), you should contact them separately. In some cases where you exercise rights against us under data protection laws (see below), we may need to inform the intermediary, but this will not always be the case.
We are unable to provide you with an account or to process your application without having personal information about you. Your personal information is required before you can enter into the relevant contract with us, or it is required during the life of that contract, or it is required by laws that apply to us. If we already hold some of the personal information that we need – for instance if you are already a customer – we may not need to collect it again when you make your application. In cases where providing some personal information is optional, we will make this clear.
In this section, where we refer to “monitoring” this means any listening to, recording of, viewing of, intercepting of, or taking and keeping records (as the case may be) of calls, email, text messages, social media messages and other communications.
We may monitor, where permitted by law, and we will do this where the law requires it. Some of our monitoring may be to comply with regulatory rules, self-regulatory practices or procedures relevant to our business, to prevent or detect crime, in the interests of protecting the security of our communications systems and procedures, to have a record of what we have discussed with you and actions agreed with you, to protect you and to provide security for you (such as in relation to fraud risks on your account) and for quality control and staff training purposes.
We may conduct short term carefully controlled monitoring of your activities on your account where this is necessary for our legitimate interests or to comply with our legal obligations. For instance, were we suspect fraud, money laundering or other crimes.
Telephone calls between us and you in connection with your account may be recorded to make sure that we have a record of what has been discussed and what your instructions are. We may also record these types of calls for the quality control and staff training purposes.
When we search CRA files in assessing your application, the CRAs also give us other details and information from the Electoral Register to verify your identity. They keep a record of our search, whether or not your application proceeds. LiveLend uses soft searches, also known as ‘quotation searches’, to work out whether you’re approved for our loans so our search at this stage is not seen or used by lenders to assess your ability to obtain credit.
When you apply for credit, an automated system known as credit scoring may be used to decide if we can approve your loan. It’s a method of assessing your likely conduct of an account based on a range of data, including the conduct of your previous accounts. It’s a system widely used by credit providers to help make fair and informed decisions on lending. Credit scoring takes account of information from three sources - the information you provide on your application, information provided by CRAs and information that may already be held about you at LiveLend. A credit scoring system will consider information from these sources, to make an overall assessment of your application. The credit scoring methods used at LiveLend are regularly tested to ensure they remain fair, effective and unbiased. Using a credit scoring system helps us to lend responsibly. You also have the right to ask that the decision is not made based solely using a credit scoring system.
We can do this activity based on our legitimate interests (and they are listed in the section about legal grounds above) only where the profiling and other automated decision making does not have a legal or other significant effect on you. In all other cases, we can do this activity only where it is necessary for entering into or performing the relevant contract, is authorised by laws that apply to us, or is based on your explicit consent. In those cases, you have the right to obtain human intervention to contest the decision (see ‘rights in relation to automated decision making which has a legal effect or otherwise significantly affects you’ below).
LiveLend will use your personal information so we can provide you with product details and offers that are more relevant to you.
We might contact you by mail, telephone, email, or text message unless you have asked us not to. We may also display personalised messages when you use our internet service. You can change your preferences at any time by updating them online at LiveLend.co.
When you visit our website, regardless of whether you log in or not, our web servers automatically obtain your domain name, IP address and details about your device. These details reveal nothing personal about you. We use this information to investigate abuse of our website and its users, and to co-operate with law enforcement. We share this information with third parties, but only in aggregate.
Your personal information may be converted into statistical or aggregated data which cannot be used to re-identify you. It may then be used to produce statistical research and reports. This aggregated data may be shared and used in all the ways described in this policy.
Unless we explain otherwise to you, we will hold your personal information for the following periods:
Here is a list of the rights that all individuals have under data protection laws. They do not apply in all circumstances. For example, there may be legal reasons, such as the need to prevent fraud or crime, for us to comply with our regulatory requirements or to perform the contract with you, which limit when they can be exercised. If you wish to exercise any of them, we will explain at that time if they are engaged or not.
If you are not satisfied with any aspect of the way that we process your information or fulfil our obligations, you have the right to complain to the Information Commissioner’s Office which enforces data protection laws: https://ico.org.uk/
If you want to contact us to exercise these rights, select “Get in touch” on our website.
If you wish to exercise any of these rights against the CRAs, the Fraud Prevention Agencies, or an intermediary who is data controller in its own right, you should contact them directly.
We have mentioned that we share your personal information with Fraud Prevention Agencies and Credit Reference Agencies. They require us to pass on to you, information about how they will use your personal information to perform their services or functions as data controllers in their own right. These notices are separate to our own. They are in the separate leaflets that can be found at;
You can repay your loan balance early, in part (referred to as an overpayment) or in full (referred to as early settlement, or closing your loan early). If you wish to do this, you should log into your account at LiveLend.co. We accept the following cards for payments:
We don’t offer a refund policy but you can withdraw from your loan agreement without giving a reason by logging into your account at LiveLend.co and closing your loan. To do this, you must log in and click on ‘Manage’ and then ‘Calculate my settlement’ to request a settlement quote.