Help & FAQs Store finder Contact Us Login Joint Administration Appointment COVID-19 Customer Information Payment Login Home Existing Customers Complaints Procedure Existing Customers Complaints Procedure We listen: we welcome your comments, criticism, or indeed, your praise. If you have a problem, issue or concern, we would welcome the opportunity to help you resolve this: In store: Discuss with a colleague or ask to see the manager in store. By phone: Contact Customer Relations on 0800 526 069* (Monday to Friday 9am-5pm, Saturday 9am-3pm) In writing: Brighthouse, PO BOX 18214, Birmingham B42 9NX Online: customer.relations@brighthouse.co.uk *Calls are free from the UK If we are unable to resolve your complaint within three working days we will: Confirm and acknowledge your complaint in writing Endeavour to call you no later than 48 hours after you contact us Work with you on an amicable and fair resolution Keep you updated on progress Send you a final response letter, detailing our findings and any resolution If you are still unhappy after you receive the final response letter, you may be able to refer the matter to the Financial Ombudsman provided that either: You have received a final response letter and remain dissatisfied; or Eight weeks have elapsed since you registered a complaint and we have not sent you a final response letter; and It is less than 6 months since you received the final response letter. Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone: 0300 123 9123 (from a mobile) or 0800 023 4567 (from a fixed line) Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk Finance and Leasing Association We are members of the Finance and Leasing Association (FLA), the main representative organisation for consumer credit in the UK. As a member, we abide by the standards of good practice contained within the FLA lending code. Should you wish to contact the FLA you can do so. For a copy of the code click here to download the pdf, or contact us on 0800 526 069 and we will be happy to send you one. Related links Customer Relations FCA Complaints Publication Data Firm name: Caversham Finance Limited, trading as BrightHouse Period covered in this report: 01/04/2019 – 30/09/2019 Brands/trading names covered: BrightHouse & BrightMoney Number of complaints opened by volume of business: Provision (at reporting period end date) - 95 complaints per 1,000 customers Intermediation (within the reporting period) - 0 per 1,000 customers Number of complaints: Number of complaints opened - 17,706 Number of complaints closed - 17,712 Percentage closed within 3 days - 21.70% Percentage closed after 3 days but within 56 days - 57.36% Percentage upheld - 58.90% 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.