LiveLend
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Who we are and how to contact us

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).

Have you been introduced to us by an intermediary?

Our loan products are available through our website and through intermediaries who may introduce you to us.

When an intermediary processes your personal information on our behalf, this policy will apply and you should contact us to exercise your rights under data protection laws. When an intermediary processes your personal information as a data controller in its own right, its own privacy policy will apply and you should ask them for a copy if you do not have one.

Where we obtain your information

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.

What kinds of personal information do we process?

This will include:

  • Your title, full name, your contact details, including for instance your email address and mobile telephone numbers;
  • Your home address and address history;
  • Your date of birth and/or age, e.g. to make sure that you are eligible to apply for the product and/or that it is suitable for you;
  • Your nationality, if this is necessary for us to comply with our legal and regulatory requirements;
  • A number or code given to you by a government to identify who you are, such as a National Insurance number;
  • Records of how you have contacted us and, if you get in touch with us online, details such as your mobile phone location data, IP address and MAC address;
  • Personal information which we obtain from Fraud Prevention Agencies (see the section on ‘Fraud Prevention Agencies’ below); and
  • Some special categories of personal data such as about your health or if you are a vulnerable customer (more details below);
  • Your financial details e.g. your salary and details of other income, details of your savings, details of your expenditure, and details of account(s) held with other providers if you repay your loan from those account(s);
  • Details about all of your existing borrowings and loans;
  • Personal information about your credit history which we obtain from CRAs, including data which originates from Royal Mail (UK postal addresses), local authorities (electoral roll), the insolvency service, Companies’ House, other lenders and providers of credit (who supply data to the CRAs), court judgments decrees and administration orders made publicly available through statutory public registers (see the section on ‘Credit Reference Agencies’ below);
  • Information about your employment status including whether you are employed, retired or receive benefits;
  • Information about your occupier status, such as whether you are a tenant, live with parents or are an owner occupier of the property in which you live at the time of your application;
  • Information which is relevant for your residency and/or citizenship status, such as your nationality, your length of residency in the UK and/or whether you have the permanent right to reside in UK; and
  • Your marital status or family circumstances, if relevant to the product (e.g. the number of dependents you have);
  • Information about your devices and the technology you use.

What are the legal grounds for how we use your information

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:

  1. Processing necessary to perform our contract with you for your account, or for taking steps before entering into it, during the application stage:

    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.

  2. Where we consider that, on balance, it is appropriate for us do so, processing necessary for the following legitimate interests which apply to us and in some cases other organisations (who we list below) are:

    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.

  3. Processing necessary to comply with our legal obligations:

    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.

  4. Processing with your consent:

    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.)

  5. Processing for a substantial public interest under laws that apply to us where this helps us to meet our broader social obligations such as:

    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.

How and when can you withdraw your consent?

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.

Where we store your details

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.

How we use Credit Reference Agencies

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:

  • Assess your creditworthiness and whether you can afford to take the product;
  • Verify the accuracy of the data you have provided to us;
  • Prevent criminal activity, fraud and money laundering (including by helping us check your identity as described further below);
  • Manage your account(s);
  • Trace and recover debts; and
  • Ensure any offers provided to you are appropriate to your circumstances.

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.

The identities of the CRAs, their role also as fraud prevention agencies, the data they hold, the ways in which they use and share personal information, data retention periods and your data protection rights with the CRAs are explained in more detail by following the links at the end this privacy policy.

How do we share your information with fraud prevention agencies?

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;

What should you do if your information changes?

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.

Do you have to provide the information to us?

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.

Do we monitor any of your information?

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.

How we check your identity

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.

Using credit scoring and other automated decision making

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).

Using your personal information to contact you about products and services

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.

Cookies

At LiveLend we use cookies to give you the best possible experience on our website. Cookies are text files stored on your computer, mobile or tablet, when you visit websites. Our cookie policy explains what types of cookie we use, why and how to identify and delete them. You can choose to delete or disable our cookies, but if you do this, some of our services may not work properly.

IP addresses

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.

Data anonymisation and use of aggregated information

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.

How long will we keep your information?

Unless we explain otherwise to you, we will hold your personal information for the following periods:

  • Retention in case of queries. We will retain the information that we need to keep in case you have a query (for instance, if you apply unsuccessfully for a product or service) unless we have to keep it for a longer period (see directly below);
  • Retention in case of claims. We will retain the information that we need to keep for the period in which you might legally bring claims against us. In practice, this means up to 6 years after your agreement has ended, unless we have to keep it for a longer period (see directly below); and
  • Retention in accordance with legal and regulatory requirements. We will retain the information that we need to keep even after the relevant contract you have with us has come to an end for a further 10 years and this will be to satisfy our legal and regulatory requirements.

What are your rights under data protection laws?

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.

  • The right to be informed about your processing of your personal information;
  • The right to have your personal information corrected if it is inaccurate and to have incomplete personal information completed;
  • The right to object to processing of your personal information;
  • The right to restrict processing of your personal information;
  • The right to have your personal information erased (the “right to be forgotten”);
  • The right to request access to your personal information and to obtain information about how we process it;
  • The right to move, copy or transfer your personal information (“data portability”);
  • Rights in relation to automated decision making which has a legal effect or otherwise significantly affects you.

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.

Changes to our privacy policy

We keep our privacy policy under regular review and we’ll reflect any updates within this policy. You should revisit this page from time to time to make sure you are aware of any updates we have made. This privacy policy was last updated in May 2018.

Data Privacy notices from other organisations

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;

Card Acceptance Information

Overpayments

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:

Refund policy

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.

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