Help & FAQs Store finder Contact Us Login Joint Administration Appointment COVID-19 Customer Information Payment Login CORONAVIRUS INFORMATION FOR OUR CUSTOMERS ALL BRIGHTHOUSE STORES REMAIN CLOSED. We want to re-assure you that we are doing everything we can to ensure that you are supported and our customer service teams remain available via phone or online query. If you are a BrightHouse customer, you can speak to one of our colleagues by calling your local store number. If you are experiencing financial difficulties, we are here to help you. Please give us a call. Our BrightHouse colleagues are trained to put you first and can offer you support and a range of forbearance options to help you. If you have an existing agreement with BrightHouse, it remains subject to the terms agreed with us and you should continue to make payments in the usual way. If you have any questions, there are many ways to contact us for assistance. Please see below: Payments: With all BrightHouse stores now closed, making cash payments is easy by switching to PayPoint, allowing you to make a payment on your BrightHouse account in one of 28,000 PayPoint locations across the UK. Further details can be found by visiting, www.brighthouse.co.uk/managing-your-money/ways-to-pay Alternatively, for Fast pay: Call your local store number and select option 1 All other payments or payment queries: Call your local store and select option 2. To find your local store telephone number, please visit www.brighthouse.co.uk/store-contacts Our Customer relations team: can assist you with payments, please call 0800 526 069 Repairs, warranty and insurance: Complete the online claim form by visiting www.brighthouse.co.uk/make-a-claim Call your local store and select option 3. To find your local store telephone number, visit www.brighthouse.co.uk/store-contacts Call our Customer relations team 0800 526 069 General account enquiries: Complete the online contact us form by visiting www.brighthouse.co.uk/contact-us Call your local store, to find your local store telephone number, visit www.brighthouse.co.uk/store-contacts Call our Customer relations team 0800 526 069 Complaints: Customers with a complaint should continue to approach the company as normal by calling the Customer relations team on 0800 526 069 or visit our website at www.brighthouse.co.uk/contact-us If your query relates to an affordability claim for a previous agreement, the Joint Administrators will be in touch in due course if you are required to submit a claim Customer relation team call hours: Retail store teams: 08.00am - 6.00pm Monday to Saturday Customer Service team: 09.00am - 5.30pm Monday to Saturday We'd like to thank you for your patience and assure you that we'll continue to offer the best service we can. Covid-19 Scams BrightHouse continues to do everything we can to support our customers and keep your account safe. Unfortunately, since the COVID-19 outbreak there have been a large number of scams targeting consumers in an attempt to get access to money or sensitive information. They could pretend to be an organisation you trust, or you have an existing relationship with, such as your Bank, the Police, the Government or other organisations. It’s important that you also help to protect yourself by being aware of the different ways criminals may try to access your money or information. In some instances, criminals are even able to make the number they appear to be calling from the same number as one that you know and trust. In order to further enhance their cover, they may also already know some information about you. Remain vigilant. If you get a suspicious call, email or text, hang up or don’t respond. Contact our Customer Relations team immediately on 0800 526 069. If you think you may have given your personal or financial details to someone who called, emailed or texted, this is likely to be a Crime which should be reported to the Police at https://www.actionfraud.police.uk or on 0300 123 2040. If the caller claimed to have been linked to BrightHouse, please also contact us on 0800 526 069. Report suspicious emails to the UK government to take action at report@phishing.gov.uk UK government has launched a Cyber Aware campaign. Cyber Aware is the UK government's advice on how to stay secure online during coronavirus available here: https://www.ncsc.gov.uk/cyberaware You can also visit the TakeFive website for more help on protecting yourself against fraud. What we won’t do… BrightHouse may from time to time contact you for a number of reasons concerning your account, a delivery, a warranty or insurance claim. We may call to discuss payments for your account/s and how we may help you if you are experiencing financial difficulties. If BrightHouse contact you, we will always carry out certain identity checks to ensure we are speaking with the correct person. We may ask you for card details if you are due to and able to make a payment. But your card detail is never written down and we would never ask you to email your full payment card number or the CVV/CSV number (the last three digits at the back of your card). We won’t threaten you with repossession of your products or arrest. We won’t ask you for remote access to your computer and we would only ask you for any PINs or passwords if you are returning a product e.g. for a repair that you have requested. If you are suspicious about a call from someone purporting to collect arrears on behalf of BrightHouse (or a debt collector for example) who are seeking more information than you are comfortable with providing, please hang up the call and phone the Customer relations team. The Joint Administrators will not contact you directly to ask you for any personal information (over the phone, email, post or by any other means). Our Stores & Online What precautions are you taking to keep BrightHouse customers and employees safe? Can I still shop online? Can I still keep in touch with you? What is happening to your store colleagues? Payments & Forbearance Can I still pay online, now that my local store is temporarily closed? Do I still have to pay for my products if I cannot get to my local store, I am in self-isolation or have childcare issues preventing me leaving the house? If I am experiencing financial difficulties because of the Coronavirus pandemic, do I still have to pay for my product? I normally pay by cash, but the store is closed so how can keep paying my account? What if I miss my weekly payment because I’m not well, will I still be charged a late payment charge? Warranty, Insurance & Repairs Our services are back up and running in line with the guidance issued by the UK Government. We continue to observe the social distancing requirements, all UK Government advisory notices and as such, we have temporarily suspended the service timelines within the terms of the Service Line Agreement (‘SLA’) between Caversham Finance Limited (in Administration) and Caversham Trading Limited (in Administration) until further notice. For our Brightcare customers, this will mean that unfortunately we will not be able to meet your FastFix timeline. We will endeavour to repair your products as quickly as possible We apologise for any inconvenience. Can I submit a warranty or insurance claim during Coronavirus outbreak? If someone in my home is self-isolating, will I get a repair? How will you collect my product for repair and return it once fixed? Will you continue doorstep collections during national lockdown restrictions in my area? How long will it take to complete the repairs? Can I have my product fixed by someone else? Do I pay my rent-to-own agreement if BrightHouse is unable to repair my product due to the Coronavirus guidance issued by the UK Government? I want to cancel my Product Insurance or BrightCare during the Coronavirus outbreak, can I do that, and thenresume after the Coronavirus outbreak is finished? Orders, deliveries & returns Will I receive my delivery? My area is in local lockdown – can I still have request a collection, product return, or product repair? Can I return my product? Back to FAQs Help & FAQs Privacy Terms & Conditions Cookies notice Complaints Procedure Sitemap Authorisation Form - Account Holder Authorisation Form - Third Party © 2021 Copyright BrightHouse. All rights reserved Chris Laverty, Trevor O’Sullivan and Helen Dale of Grant Thornton UK LLP were appointed as Joint Administrators of Caversham Finance Limited on 30 March 2020. Caversham Finance Limited (in Administration) (‘CFL’) operates a business trading as BrightHouse providing rent-to-own and cash lending services. Registered in England and Wales. Registered Number: 00785922. Registered Address: c/o Grant Thornton UK LLP, 4 Hardman Square, Spinningfields, Manchester M3 3EB. Authorised and regulated by the Financial Conduct Authority under registration number 695094. The affairs, business and property of CFL are being managed by Chris Laverty, Trevor O’Sullivan and Helen Dale, appointed as Joint Administrators on 30 March 2020. The Joint Administrators act as agents of CFL and without personal liability. Chris Laverty, Trevor O’Sullivan and Helen Dale are authorised by the IPA to act as insolvency practitioners. Chris Laverty, Andrew Charters and Sarah O’Toole of Grant Thornton UK LLP were appointed as Joint Administrators of Caversham Trading Limited on 30 March 2020. Caversham Trading Limited (in Administration) (‘CTL’) operates a logistics and engineering business supporting servicing, warranty and insurance claims of BrightHouse rent-to-own customers in the UK. Registered in England and Wales. Registered Number: 05396147. Registered Address: c/o Grant Thornton UK LLP, 4 Hardman Square, Spinningfields, Manchester M3 3EB. The affairs, business and property of CTL are being managed by Chris Laverty, Andrew Charters and Sarah O’Toole, appointed as Joint Administrators on 30 March 2020. The Joint Administrators act as agents of CTL and without personal liability. Chris Laverty, Andrew Charters and Sarah O’Toole are authorised by the IPA to act as insolvency practitioners. The insurance is provided by Caversham Insurance Limited. Caversham Insurance Limited is authorised by the Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of our regulation by the Financial Conduct Authority and Prudential Regulation Authority are available from us on request. Caversham Insurance Limited's firm reference number is 843992. We operate in the UK through our insurance intermediary, Caversham Finance Limited (in Administration) (trading as BrightHouse). Registered Address: c/o Grant Thornton UK LLP, 4 Hardman Square, Spinningfields, Manchester M3 3EB. You can check Caversham Insurance Limited and Caversham Finance Limited's registration on the FCA’s Financial Services Register by visiting https://register.fca.org.uk or by contacting the FCA on 0800 111 6768.