The administrators will update customers as soon as possible.  If you have any questions in the meantime about your loan, please contact:

BrightHouse

  • Customer Support team: 0800 526 069
  • Webpage: www.brighthouse.co.uk  

The FCA is in regular contact with the firm and the administrator with regard to the fair treatment of customers. 

All existing agreements remain in place and are not affected by the administration. This means customers can continue to retain possession of their goods. However, the firm is no longer able to issue new loans.

Due to the coronavirus (Covid-19) pandemic, the FCA expects lenders to provide appropriate forbearance to consumers who are experiencing, or expect to experience, difficulty in keeping up with repayments. The FCA’s rules on forbearance state that firms should allow the customer reasonable time and opportunity to repay. This is applicable even when a firm is in administration.

If consumers are in financial difficulty the Money Advice Service provides independent advice online at: www.moneyadviceservice.org.uk/en/categories/debt-and-borrowing. Or through its Money Advice Line on 0800 138 7777. 

Information for consumers

What happens to the goods I purchased from BrightHouse, do I have to return them?

As customer agreements remain in place, customers can continue to retain possession of their goods.  

Where do the payments get made to? 

Except for payments made in store, which cannot now happen, there are no changes to how payments are made. If you previously made a payment in store, you can pay instead online, by telephone or text.

Does my BrightCare and product insurance cover remain in place?

Yes. BrightCare is an optional service package which covers products against repairing a fault over and above the manufacturer’s warranty, you can therefore decide if you would like this cover to continue.

Product insurance - as goods bought under a hire purchase agreement must be insured at all times for theft, fire and accidental damage the cover will remain in place for as long as your agreement is active.

Cover ceases once you have settled the hire purchase agreement.

What happens if I have an ongoing case at the Financial Ombudsman Service? 

Please contact the administrators regarding any ongoing cases with the Ombudsman Service.

What will happen to any outstanding claims for compensation now the business is in administration?  

The administrators will be providing further details about how complaints will be dealt with in due course.

Where should customers who would otherwise have used BrightHouse go? 

If consumers are in financial difficulty, the Money Advice Service provides independent advice online at: www.moneyadviceservice.org.uk/en/categories/debt-and-borrowing. Or call its Money Advice Line on 0800 138 7777. 

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