UPDATE – in April 2022 the administrators said there was unlikely to be any money to pay any refunds to customers. See below.
On 20 March 2020, BrightHouse went into administration.
BrightHouse sold electrical appliances, furniture, computers and mobiles on hire purchase. Its customers made weekly payments, sometimes described as “rent-to-own”.
Coronavirus has meant that its 240 shops have had to shut and many customers are likely to be asking for payment holidays as their income has fallen and they can’t manage the normal weekly payments.
But BrightHouse’s finances were already precarious before Coronavirus. In February, it was reported that BrightHouse was “close to collapse” and it was said to be applying to the FCA for a Scheme of Arrangement that would let it limit what it had to pay in refunds to customers who had been sold goods on unaffordable credit.
With the new coronavirus problems this month, it is not surprising that BrightHouse has given up and gone into administration.
Some 172,000 people were buying an item from BrightHouse at the end of December.
Background – BrightHouse’s high prices
The FCA found that high product prices plus high interest and the cost of insurance and warranties meant a customer could pay £800 over three years for a fridge that would cost £260 on the high street.
This cost is very high for many BrightHouse customers – only one third are in work and a half have children.
BrightHouse hasn’t been checking properly that the credit it is giving is affordable. The FCA says a loan is unaffordable if paying it leaves a customer so short of money they get behind with essential bills or have to borrow more.
So customers have been making increasing numbers of affordability complaints. Brighthouse has said:
the level of redress claims from customers is putting increasing pressure on the available liquidity in the group.
Are you still paying Brighthouse for an item?
You may be struggling to pay the amounts even if you haven’t been affected by Coronavirus. If this is happening to you, contact BrightHouse using the form here http://www.brighthouse.co.uk/contact-us and ask for the payments to be reduced. Just say what you can now afford to pay.
You may be worried that the goods may be repossessed. This is VERY unlikely to happen.
Repossessing goods at the height of social distancing is going to be very hard. And I expect the administrators would much prefer to get reduced payments from you than have a lot of second-hand items to have to try to sell!
BAD NEWS – there will probably be no money to pay any refunds to customers
The latest administrators report says:
“it is unlikely that a distribution to unsecured creditors will be made.”
That is legal jargon for saying that customers who were sold items on unaffordable finance (“the unsecured creditors”) will not be paid anything at all.
Because of this, there is little point in making an affordability complaint now and I have deleted the section in this article that explained how to do this.
Marie says
No one from brighthouse said I could have I holiday break for payment
Sara (Debt Camel) says
you would have to explain how your household finaces have been afected by coronavirus. Can you?
Lilian baddeley says
I have been paying bright house the Salford o2ne now close every week by there card account at 3 different stores. But the stores were I have being using won’t take there card now .I haven’t a bank account so How do I pay ..thank you .lilian baddeley
Sara (Debt Camel) says
Have you asked Customer services?
Katy says
Hi
I brought a tele on weekly payment terms of 156 weeks of 8.00 fot a tele that was 648 with interest hence the 156 weeks. Agreement signed. Since administration do i still have to pay the interest. I have been upto date for 18 months so have paif 480 to date. Is there any way I can settle without interest or get the interest taken of as I’m struggling right now
Sara (Debt Camel) says
have your finances been affected by covid-19?
Katy says
No but I have been struggling for a long time being on benefits.
Dee4378 says
Ive had 5 items over the last years from Brighthouse, 2 of which i’ve paid off and 3 still active, i’ve paid more than 50% of each agreement. When i took out these items i never received a copy of the agreement (the branch said they’d copy them and send them to me but never did) i asked Brighthouse for a copy of my agreements they have sent me unsigned copies. I have asked for copies of my signed agreements which i’ve not had to date.
1. If they cant provide the signed copies do i have any options regarding payment.
2, My income was never checked for items 2-5 do you think i may have an affordability claim?
Sara (Debt Camel) says
1. they do not have to produce the signed copies. I assume the unsigned copies look correct to you? Right date, amount etc?
2. They should have verified your income for each agreement unless they were incredibly close together eg you bought one thing a few days after you had just had your income verified.
Have the payments proved “unaffordable” for you? You have struggled to make them, perhaps getting behind with other debts or bills or borrowing more more? If they have, then send in an affordability complaint!
Dee4378 says
Thanks Sara yes I’ve been behind on some priority bills as I was so afraid of their heavy handed collectors/ procedure
Sara (Debt Camel) says
OK, mention that in your complaint. From this point you may get cross emails but the chance of them going to court to get permission to repossess your current items, which they have no easy way to sell secondhand seems very very tiny.
And legally you have the right of “set off” between the balance you owe them and the compensation for unaffordable lending they may owe you. So not paying them is what StepChange suggests (see https://www.stepchange.org/brighthouse.aspx) and I agree.
Dee4378 says
Thank you – don’t know what I’d have done without this site over the years always calm good advice
Marie says
I been told brighthouse has gone bust and I can claim all my money back why pay if they gone bust and they keep ringing me
Marie says
Brighthouse are still ringing me every day plus ringing me at 7.30pm night time
Sara (Debt Camel) says
Hi Marie,
you can’t stop paying just because they have gone bust,
BUT see my replies to Sarah H below:
– you can ask for a payment break if you are affected by Coronavirus
AND/OR
– you can make an affordabilty complaint if your repayments were too high.
Sarah H says
Hi I have several items since 2017 from BH some almost finished and some not. I pay approx £170 per month always been up to date on payments. Anytime I got a new item it was online not in store so payslips etc were never check for affordability. At the start of corona virus outbreak I was self isolating for 2 weeks I emailed and asked them for assistance but was diverted to store my phone is broke but they kept calling and calling regardless of me texting them and telling them this. I am now 3 months behind in payments and I simply can’t afford it anymore.. I have tried asking for help. What would be my me step please
Sara (Debt Camel) says
So you can do two things.
First if your household finances are still affected by Coronavirus you need to insist that they give you a payment break because you have been affected by Coronavirus.
Second if you think the payments are too high to be affordable, send them an affordabilty complaint saying they never properly assessed whether you could afford all the things you bought, you would like a refund of the interest you have paid and you will not be making any more payments until this Claim has been assessed as you have the right of set-off.
sarah h says
Hello, thank you for so much for this advice. I have raised an affordability complaint today. Now just wait and see.. Thanks again for your advice.
Carly says
Been a BH customer for 2 years now. I have 2 products with them. Rarely I missed any payments, despite sometimes struggling. I have 2 products ATM, one I’ve approximately paid over 500 in interest on this product alone.
Once I knew I was going to be impacted by Covid, I informed them instantly & they were pushy to make me pay, so I spent my last £10 paying toward them. I mentioned time & time again in the weeks following that I needed a payment break and they were still a bit pushy. But I stood my ground. I applied for breathing space online 6 weeks ago, at the same time as I made an affordability complaint. It took a further 2 weeks of phone calls for them to agree that I was allowed a 4 week breathing space period. In the mean time I have had a letter to say they are looking in to my complaint.
Today, I received a call asking for an update. I informed them I don’t even have the money to cover my rent, to which I was asked how much I can afford to pay toward my item……..a little ignorant to the fact I can’t afford to keep a roof over my head. She agreed another 7 day breather but then I ‘have to come up with a payment arrangement’. I understand they are just doing their job, but they’re being rude when I have been telling the for over two months that my income barely covers my basic bills.
Do I have the right to refuse to make payments given that I’ve made an affordability complaint and had notification that they are looking in to this?
Sara (Debt Camel) says
Hi Carly,
Other people are in a very similar position to you, you are not alone! Read what I replied to Sarah H just above.
As that reply says, you have two reasons to complaint. first that you are badly affected by cornavirus. The FCA rules say they have to give you a 3 month payment break if you need it, not 4 weeks, so when the 4 weeks ends, ask them for another 2 months if your finances are still affected.
Second an affordability complaint, which you have already sent in and they are looking at. You have the right to have any refund for previous loans from BH (how many things did you buy before?) offset against your current balance so it’s best not to pay them until this is all sorted out as you may not actually owe them any money!
And obviously with rent arrears you just can’t pay them. Rent arrears are a priority debt and Brighthouse know that. I think it would be good for you to talk to a debt adviser about the rent arrears and the rest of your situation. You could call National Debtline on 0808 808 4000.
Priscilla Hlatshwayo says
I bought a fridge freeze from brighouse before lockdown. Have been paying for it every week but everytime l ask about the delivery it’s either my phone is dropped or no one really knows what’s happening at times im passed over to different departments who also are not able ho answer except it’s a 2 man job we are practising safe distance. At times lm told the delivery date and then it will come and go. And will be told we dont know when it would be delivered. Also l sent a tv for repairs. Now to get it back it’s a struggle l had been promised delivery on 2 occasions but both never happened. I was then told it’s a 2 man job and they are practicing safe distance but it was picked up during lockdown. Today when l rang they said they were waiting for spares
Sara (Debt Camel) says
I suggest you stop paying for both until they are delivered /returned! Save your money up so you can buy something else if they never turn up.
A says
Good morning Sara,
I have affordability complaint in with the ombudsman and understand that this can not be looked at due to administration taking place.
Do I need to submit another complaint again due to this? Or will the ombudsman forward all details?
I am fortunate that thank god I don’t owe Brighthouse anything now but feel I still have a strong case.
Thanks
A
Sara (Debt Camel) says
I expect FOS will forward all complaints to the administrators. I suggest you come back in another month or two – by that point the administrators may have published their Proposals.
Sara lou says
Hi I rang and bright house put hold on my account due a change in income from the coronivirus.
We have no change in regards to our income as my partner is an entertainer and all clubs are closed still. I’ve still received emails and texts asking me to pay. They give me until 28th May and then said they will review my situation.
Do I start paying and struggle or do I inform them I have no change.
Thanks for any advice
Sara lou
Sara (Debt Camel) says
I suggest you tell them no change!
Sara lou says
Thanks they are wanting me to pay something towards what I have not paid the paid the past 3 weeks. I have said that I’m unable to pay and can they extend the payment break. But they said they would have to speak to the manager. I’m confused as I thought the administrators were called in. They said that they may have to call someone to recover the goods if I don’t pay.
To which I said you will have a job with social distancing no one is getting in my home. :(
Sara (Debt Camel) says
If you can’t afford to pay anything because your household income has been affected by coronavirus, then you are entitled to a 3 month payment break. If that is what you want, tell them that and say they should talk to their manager about it.
How much have you bought from BH before the current items?
Sara lou says
I have essential items fridge washer and dryer. I pay £38 a week and never had a missed payment until the end of March. I rang up at the end of April and paid £103 but they said that charges had been added for late payment.
They give me a month’s break and after that they said they would review.
I’m now asking for three months grace they are saying that they will have to speak to their manager. So see what they come back with. Thanks Sara lou
Lynne F says
I was paying £65 a week to Brighthouse for a year and never missed a payment until March. When i got the items i could afford them as the check they did was based on my part time wages, i gave them my payslips and 2 other members from my household. They have now left home and i told Brighthouse i could only afford £80 per .month, they asked for £200. Should i put forward an affordability complaint can they repossess my goods?
Sara (Debt Camel) says
It sounds as though they didn’t propel;ry assess that YOU could afford the loans – what other people earned isn’t relevant unless they had taken into account the other people’s own expenses and loans.
I suggest you send in an affordability complaint.
They can’t repossess anything at the moment because of social distancing. And commonsense suggests that they won’t anyway – they aren’t going to be opening up the shops again to sell a pile of second hand TVs and fridges.
StepChange, the debt charity, says (https://www.stepchange.org/brighthouse.aspx) that if you make an affordability complaint:
If you have both an outstanding debt and a complaint with Brighthouse, you should stop paying the debt until the complaint is resolved. This is so that any redress they get can be offset against your outstanding debt. This should not put any goods at risk, because repossession action should not be taken where a complaint is under investigation.
Lynne F says
Hi
thank you for so much for this advice. I will raise an affordability complaint today. Thanks again for your advice.
Neil says
hi sara i have entered into an iva due to the covid 19 situation i have asked brighthouse for a payment break but gt refused i only took the phone and watch out on march 3rd 2020 but made one wks payment and not made anything since i said i could afford to pay them 80 every 4 weeks but i cant even afford that at the moment what can i do i have put in an affordability complaint as i previously had an xbox off them the but owe 56 pound the phone i got is like £1000 pound with the interest and watch about 500 what can i do and where do i stand
Sara (Debt Camel) says
can you say how covid-19 has affected your finances?
also do you have other problem debts at the moment?
neil says
yes i habe court orders etc behind on rent and other bills i am on futlough i habe also have to pay child maintenance wich is 240 a mongh rent 475 and only grt 1000 pound roughly every 4 weeks i have c.tax to pay water gas electricity etc whay can i do
Sara (Debt Camel) says
If you are on furlough, go back to brighthouse and say you want a three month payment break and if they refuse ask them to explain in writing why.
But I think you could do with talking to a debt adviser about your whole situation. I suggest you talk to National Debtline on 0808 808 4000 – they can help you sort out what are the most urgent bills and dents to pay and what your options are.
hayley says
Ive so far had 5 weeks payment break due to loss of income due to convid they will not send a repair person out to fix my tumble dryer due to being in arrears how cant that be allowed
Sara (Debt Camel) says
Were you warned there would be any problems with insurance/warranties when you asked for the payment break?
hayley says
No they did not say nothing about voiding warrenty
Sara (Debt Camel) says
Then I think you can complain about this – this is a consumer issue and the best place to get help with it is the Consumer Helpline 0808 223 1133, see https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/
daniel says
Hi I have a about 6 or 7 items from BH. I’m considering applying for bankruptcy should I carry on paying for BH or stop paying and add them to my bankruptcy list of creditors?
Sara (Debt Camel) says
I think you should discuss this with a debt adviser – phone National Debtline on 0808 808 4000.
catherine says
Hi i put an affordability complaint in to brighthouse on 3rd march this year and heard nothing at all, When should i expect to hear from them any ideas.
catherine dunn says
still heard nothing from then anyone any advice please
Sara (Debt Camel) says
Have you asked them about this? there is no set timescale.
Catherine says
No I haven’t should I email them really not sure
Matthew says
I need advice i have 11 items from brighthouse was paying 63.02 per week,it was easy to get things off them because they never real checked my finance it was done online for most stuff so I just clicked yes can afford but they never checked,ive been a customer off brighthouse for over 7 years and must got about 8,000 to 10,000 pounds worth of stuff I did off them another payment each week about 20.00 a week but having no luck with them and now I’m in arrears off over 700,yes I’ve been silly buying stuff off them it was easy and most of my stuff ive paid over half the price,any advice what I can do would be a big help,im a full time carer to my wife so I dont work.
Sara (Debt Camel) says
I think if your only income is benefits it is VERY hard to imagine that paying £63 a week was affordable for you. And having had so many loans before this suggests that you could have a very strong affordability complaint.
On that basis, as the article about explains, you should send BrightHouse an affordability complaint and not pay them anything at all. tell them you want them to assess your affordability complaint first as you think that will more than pay your current loans from BrightHouse.
Matthew says
I was paying until 12 weeks when I stopped,it was 252 per month
Thankyou for advice ive now done that affordability complaint email to brighthouse.
Zara Hutchison says
I literally after not heard from Brighthouse for over 6-7 years. Then yesterday I got an unexpected letter from a debt collector saying I owe over £600. This took me back because I thought the debt was dealt with years ago but I don’t have any of the paperwork anymore. It all disappeared when I moved house. I have currently become severely disabled so I don’t have that sort of money. I am also worrying if debt collectors turn up on my doorstep coz there is no way I can stop them getting in my house.
Sara (Debt Camel) says
who is the debt collector?
Maria says
Hi I’ve put in a complaint because I have been with BrightHouse since it was crazy George’s. and I was on benefits back then. And they made me pay over £100 a week they knew I couldn’t afford anything but they kept saying what about this. Well I fill in a complaint last year and they came back saying I needed bank statement from back then to prove it, even thought they always took copies of my bank statements back then and they gave me a week to get them too them which I couldn’t so they said the case was shut. I’m still with them, and know I pay £45 a week and know with coronavirus I have been made redundant but they are going to pay us till august. But then I have to claim benefits. I’m scared to even try to ask for a reduced payment because last time they send men at my door every day and rang and rang and even quite nasty remarks saying they will never go away. Which I got into debt more by getting a loan to pay them off.
Michelle Brown says
I am paying for a tumble dryer that I have not received because of the lockdown what do I do now?? Can I still have the tumble dryer delivered?? Where do I stand please can someone let me know.
Sara (Debt Camel) says
This is a consumer complaint – I suggest you talk to your local Citizens Advice
Michelle Brown says
Thank you f0r your reply I am ringing brighthouse tomorrow to see where I stand as well as citizens advice as I am not paying for something I’m not going to receive.
Jay says
I’m paying £48 a week on Bright house having the children home from school I’m spending a lot more money on shopping gas and electric I’m only on benefits they keep ringing me every day I’ve been avoiding the phone calls they did put me on a holiday break for a little while
Will Bright house just except the £20 a week which is all I can afford right now ?
Sara (Debt Camel) says
You can now ask for a further 3 month payment break – the regulator has just announced it is proposing this today – it should be a “rule” in a week or 10 days.
Were these the first loans you had from BH?
Ms Tracy says
I have been a customer of Brighthouse since 2003 and have spent about £8000 on products over the years. With the interest that comes up to £13000 total. I am currently supposed to pay £9.05 per week for a sofa. At the start of the lockdown I asked for a payment break but was denied for some reason. Just after that I found out about them closing and put in an affordability complaint. Stepchange advised that people with a complaint should stop payment so it would be easier to see how much refund if any is due to you. I advised brighthouse I would be doing this but every day since April, I have several phone calls and texts demanding payment. I did reply by email reminding them I had a complaint in so I just ignore it now.
Erin says
I have exactly the same issue… calls and texts all the time sometimes at half 7 at night. If they continue I will send them an email as under the rules of the FCA that would class as harassment.
Dannielle says
I had finished paying for my sofa which was over £3000 wen I finished paying for it , i currently have 2 items on the account, but like u im being bombarded with calls and texts, sometimes at 6.45 in the morning,
Mary says
I am currently struggling to pay my BH Bill each week I am preparing an affordability complaint but I’m stilll paying even though I’m behind with some priority bills as I am terrified of their collectors coming to my door what can I do?
Sara (Debt Camel) says
I understand why you are worried. Un practice no doorstep collections are happening at the moment. Have you had a lot of BH items before this one?
Not paying priority bills is also scary…
Mary says
I’ve had 5 in total 3 still paying I’ve paid 75% on two and 50% on the 3rd – first used BH IN 2017
Sara (Debt Camel) says
3 at one time can be a lot of money.
I know it feels scary to not pay them, but getting behind with priority bills is worse. Council tax are faster to go to court and send round bailiffs than anyone else.
It seems VERY unlikely that the BH administrators will want a lot of second hand goods – their shops are closed, they will get almost no money for them and it will cost them to collect them.
This is what StepChange, the big national debt charity says:
“If you have both an outstanding debt and a complaint with Brighthouse, you should stop paying the debt until the complaint is resolved. This is so that any redress they get can be offset against your outstanding debt. This should not put any goods at risk, because repossession action should not be taken where a complaint is under investigation.”
Mary says
Thank you for your help Sara
William B says
I have a complaint with bright house thats been going on for over 10 years now i been through c-a-b then ombudsman now administrators I’m waiting for a settlement which bright house was supposed to have sorted out where do I stand now no one has contacted me except ombudsman….
Sara (Debt Camel) says
I am afraid you are now an unsecured creditor of BrightHouse. It is likely you will only receive a small proportion of the amount you should have got, and that after more than a year.
Sara lou says
Hi just had a phone call from Bright House who are not upholding my complaint and all arrears and charges are reinstated. They said they can come and recover the items from my home. Is this true? I mentioned about lock down and shielding and they said this is fine they can collect the items from outside of the front of the house. He said that I have no where to go with this and I need to pay or return the items. We are a salary down due to coronivirus we have been explaining this and they said we had a months grace and no alk arrears news to be paid.
We aren’t sure what to do about this as we don’t really want to return the items.
Gas anyone got any advice please thanks Sara
Sara (Debt Camel) says
So your partner is still on furlough?
Did you have other items from BH before your current ones?
BH is treating you unfairly. You should have been given a three month payment break from May when you asked, not 1, and new rules have now been brought in saying you can have another three month payment break. The FCA says:
“Customers that have not yet had a payment freeze or requested an extension of an existing payment freeze can request this up until 31 October 2020”
and
The ban on repossessions will continue until 31 October 2020 – this applies to motor finance and [BrightHouse] customers still facing temporary payment difficulties as a result of coronavirus and who need their vehicles or goods.
If you can answer the two questions above, I can suggest what you should say to BH in an email. And how to copy this email to the FCA and to the BrightHouse Administrators.
Sara (Debt Camel) says
And let’s be clear. they are just trying to bluff you into paying them regardless of whether you can afford it.
They don’t want your second-hand fridge. It would cost them more money to pick it up (which they cannot legally do until end October anyway), store it and seel it than they could sell it for. Their shops are shut and are not going to repoen so they have no easy way of selling any repossessed goods.
Sara says
I have received a letter today saying that the first part of my complaint is not upheld and all interest is now being added. They have clearly stated that they can take the items from my premises if needed.
My partner is a live music entertainer and hasn’t worked since early March. I asked for a break in May and have been getting the run around since. They have also added all charges back on that where meant to be on hold whilst my complaint was resolved. Also the second part of my complaint is still being looked into for affordability. So surely them charges should still be on hold until this is resolved too.
Sara (Debt Camel) says
Did you have other items from BH before your current ones?
I need to know this to suggest what you can say,
Also when did you buy these items? At that point did you have the Amigo loan? payday loans? Safetynet credit loans, other debts?
Sara says
Hi yes and they were paid off. The ones we currently have were taken out 2018 at the time we had Amigo loans and other loans.
Thanks Sara
Sara (Debt Camel) says
I suggest you send an email to the adminstrators Chris.M.Laverty@uk.gt.com , trevor.osullivan@uk.gt.com and helen.dale@uk.gt.com.
And that you cc this email to the FCA at consumer.queries@fca.org.uk and to the BrightHouse email address
Use “COMPLAINT – Caversham Finance Limited t/a BrightHouse” as the title of the email.
I have drafted something here but you need to make sure it is absolutely right for you, so change and add bits so it is accurate.
———————————————————————
I wish to make three complaints about customer services staff at BrightHouse.
1) I have asked for a payment deferral period in May. My partner is a live music entertainer and hasn’t worked since March. They have not yet agreed to this and have not explained why.
2) they are threatening me with having my goods repossessed.
This is contrary to what the FCA says in https://www.fca.org.uk/consumers/coronavirus-information-personal-loans-credit-cards-overdrafts#RTO:
“If you are having temporary difficulties meeting payments due to coronavirus, you have until 31 October 2020 to apply for a 3-month freeze on repayments to your rent-to-own agreement. If you have already taken a payment freeze and are still in temporary financial difficulty due to coronavirus, you can apply for another 3-month freeze up until 31 October 2020.
In addition, if you need the goods during this period, and you are facing temporary payment difficulties as a result of coronavirus, they will not be repossessed.”
And the FCA has said in https://www.fca.org.uk/news/news-stories/caversham-finance-limited-brighthouse-enters-administration:
“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.”
As you appear to be breaking the FCA rules, I am copying the FCA in on this email. I consider that I am being bullied by the BrightHouse customer services staff.
3) they have dismissed my complaint that the loans I have been given were unaffordable. I don’t think this complaint has been fairly assessed. If BrighHouse had looked at my credit record they would have seen all the other loans I had at that time and realised that the weekly payments would not be affordable.
I wish to make a Claim in the administration. I have a right of set off of any Claim against any balance that I owe BrightHouse. It is unreasonable to try to force me to pay money I cannot afford when you have not fairly assessed my claim.
My BrightHouse customer number is 999999999999.
Yours sincerely – your full name.
Sara lou says
Hi thank you i have sent the email and will update you on how I get on.
Sara lou
Toni says
Hi I have been struggling to make payments and was given 2 month initially breathing space, but since then I haven’t been able to pick my payments up again due to falling behind in lots of things that are more important. However Someone from brighthouse showed up at my house today demanding payment or for me to return goods as they were not mine. I didn’t think they were allowed to do this at the moment?
Sara (Debt Camel) says
Have your household finances been affected by Coronavirus?
How many items are you currently paying them for? What should your weekly payments be?
Were these wekly payments already too high so you were struggling before Coronavirus? If they were, have you sent BH an affordability complaint?
Have you bought other things from BH before these?
Toni says
Yes my household was affected by Coronavirus, I have 3 items with bright house, and although I was up to date and always made payments prior to this they were a struggle in the end. My payment are £39 a week. I have sent an affordability email Probably 6-8 weeks ago and have heard nothing from them. 2 of my items are gaming consoles that I bought for my children (stupidly) but they are now saying they can take them back. 1 item has only 10 weeks left but the other 2 still have quite a long time Left. I’ve got myself into a bit of a mess and I don’t know how I can get out of it, Brighthouse are constantly calling and I don’t want them knocking my door.
Sara (Debt Camel) says
BrightHouse say in their page on Covid
We won’t threaten you with repossession of your products
and in answer to the question “If I am experiencing difficulties due to the pandemic do I have to pay for the product” :
“We appreciate the current situation will be very difficult for some of our customers. If you find yourself unable to pay, please contact us by completing the online form, or call us on 0800 526 069 and press option 2. In the meantime, you will not be charged any late fees, interest on late payments or lose the use of your product during this difficult time.”
I suggest you phone them up and say you are still having difficulties due to Coronavirus and ask for a further three month payments break. It is up to you if you want to say you would like to return the 2 gaming consoles. If you do, you won’t have to pay any more for them.
hayley stacey says
They should not be coming to your house right now im sure they are not allowed due to corona
John B says
Hi Sara today received another letter demanding payments from Brighthouse a representative turned up at my property a couple of weeks ago and was told I had an affordability complaint and requested a payment break at the time they are now saying I am 15 weeks in arrears to the tune of nearly £2000 I have 12 outstanding items with them which comes to £140 per week I have not received any word back from either the affordability complaint other than an initial letter thanking me for my complaint
Sara (Debt Camel) says
Hi John,
can you read what I have written to Sara Lou and to Toni just above? They seem to be in similar situations to you.
John B says
Hi Sara Thank you I have made the email more personal to myself and sent it to the mentioned parties
kind regards John B
Tina says
Hi I been waiting for debt recovery letter since last November as I’m on benefits and my money transferred to monthly pay so I asked if I could pay monthly ,bright house said no ,and If I did it would be extra money put on to my monthly amount so I fell behind paying.then I contacted them in January they said to me pay what I can monthly of my debt and there stop the interest and then got told not to pay and wait as my account was not active as it been passed on to third party it’s now July and I still have no third party contact me so disgusting customer service. I tried calling customer reaction several times but I’m number 28 in the que so how we ment to discuss payment please advise what do I do
Sara (Debt Camel) says
I suggest you write to them at
Customer Relations
BrightHouse
5 Hercules Way
Leavesden Park
Watford
WD25 7GS
And keep a copy of the letter you send.
Sara lou says
Hi Sarah are BrightHouse back up and running. I have received an email today saying my local shop is opening back up?
I was under the impression that all stores were closed completely because of going into administration
Thanks sara
Sara (Debt Camel) says
I haven’t heard shops are opening up.
Sara lou says
Hi Sarah I’ve had a reply from the administrator Good morning,
This is their reply
Thank you for confirming your details. I’m sorry to hear you are still having financial difficulties.
Unfortunately, we will not be able to extend your payment break and you will need to discuss your re-payment options with our customer solutions team.
Please confirm a best contact number and a convenient time you are available at and we will arrange a call back for you. Alternatively, please contact our Customer Relations Department on 0800 526 069 where we can try to assist you accordingly.
I’m not sure where to go next
Thanks Sara
Sara (Debt Camel) says
who was that from?
Sara says
Hi it says
Customer Relations Representative
Thanks Sara
Sara (Debt Camel) says
Is that a GT email address or a Brighthouse one?
Sarah lou says
Hi I’m not sure it say customer relations bright house. I think BrightHouse? Thanks Sara lou
Sara (Debt Camel) says
Ok, then that is not a response from the administrators.
Can you go back and ask for reasons why you cannot have a COVID-19 payment break.
Ms Tracy Hill says
hi sara,
I just saw a thing on the sun website dated 5th aug. they have reopened 7 stores to get debts sorted.
https://www.thesun.co.uk/money/12321300/brighthouse-debt-help-rent-to-own/
Neil says
I habe had the same.msgs one in Peterlee and one in Cardiff how can they if in admim
Sara says
Yeah this is the one I have I’m confused. Sara
Tracy says
I have received a letter from Brighthouse saying they have decided not to uphold my complaint in spite of what Stepchange have said and I need to keep making payments. They also say that my affordability complaint is still ongoing (from April) and they will provide an update once the complaint is fully investigated. In the meantime they want me to restart payments immediately.
Do I have the right to refuse?
Sara (Debt Camel) says
have your household finances been affected by Covid-19?
Tracy says
Yes. I am working part time anyway so don’t receive much but last month I only got £482 instead of £556. I asked for a payment break back in Apr but because I was paying in advance and wasn’t due to make a payment until may they said no.
Sara says
Hi Sarah
I’ve had this email from the FCA
Thank you for copying the Financial Conduct Authority (FCA) into your communications with Brighthouse. I apologise for the delay in commenting on your email.
I understand that you are not happy with the customer service you have received by staff of Brighthouse. In particular, you have found that the firm has not been considerate of your circumstances in light of COVID-19. Although you have not posed a specific question, I have set out some general guidance below.
Our role
Sara continued
Sara (Debt Camel) says
That was a long and unhelpful response from the FCA (I truncated the rest of it) who seem to have missed the point that FOS will not look at a case where the lender is in administration.
I suggest you reply saying Yes, you are complaining about Caversham Finance Ltd trading as BrightHouse. But the Ombudsman will not consider a complaint about a firm in administration, so what are your options if the firm is not giving you a payment break as the recent FCA say they should as your household finances have been affected by Covid-19? What can you do>
Sara lou says
Thanks Sarah that’s what I thought its isn’t really helpful at all
Sara
Sara lou says
Hi Sarah the FCA have replied
Your next steps
The Financial Services Compensation Scheme (FSCS) is the UK’s statutory deposit insurance and investors compensation scheme for customers of authorised financial services firms which have failed for whatever reason and are therefore unable to make good any claims. This means that the FSCS can hear a complaint against a firm and decide whether a consumer has a valid claim, where the FOS no longer has jurisdiction to decide this. You may, therefore, wish to contact the FSCS to pursue your matter against Caversham further.
I hope my response has been helpful to you and I do wish you all the best going forward.
So I guess I have to contact them
Thanks Sara lou
Sara (Debt Camel) says
oh dear.
I suggest you reply that the FSCS does not cover Brighthouse lending and ask if you could have a reply from a manager that is familiar with the situation.
Sara lou says
Hi I’m thinking Brighthouse aren’t really sure what they are doing. I have asked why they aren’t able to give me a payment break and I have received this email back.
Thank for your enquiry with BrightHouse Customer Relations.
BrightHouse has a responsibility to potential and existing customers to ensure that any repayments are affordable in accordance with existing financial commitments.
For customer applications, BrightHouse use a process which includes; a credit search, affordability assessments, fraud checks, and the use of relevant public databases to improve our understanding of our potential customers’ financial status and to ensure that agreed repayments align with affordability.
Continued
Sara lou says
If you are experiencing financial difficulties, your store may be able to help you with the following solutions –
Full return ability: You may return your items with nothing more to pay, your arrears would be cleared and the agreement terminated.
Substitution: You can return your goods and discuss taking alternative items, at a lower weekly payment.
Rewrite: Your arrears can be moved to the end of your agreement, at no additional cost.
Extended Repayment Plan: Depending on the age of the agreement, we can extend the term, allowing a reduction in your weekly payments with no additional interest.
Commitment: If you are still able to afford your weekly payment and plan to continue to pay, let us know when you expect to restart payment.
Breathing space: If required, we can hold your account for up to 28 days to allow you to seek specialist advice on any financial difficulties you may have. StepChange, http://www.stepchange.org, National Debtline, http://www.nationaldebtline.org, and the Citizen Advice Bureau, http://www.citizensadvice.org.uk , may prove useful sources of advice.
Thanks Sara lou
EnJay says
Are Bright House contacting all customers owed a refund to tell them whether or not they are due some money back?
Sara (Debt Camel) says
have you put in an affordability complaint?
dannielle says
If we carry on with repayments do we have 2 pay the interest
Sara (Debt Camel) says
The repayments include interest.
Have you put in an affordability complaint?
dannielle says
Yes but no response
Sara lou says
Hi Sarah so I have returned home to message from Bright house administrators customer relations manager team.saying that they have been trying to contact me.i had asked for all correspondence to be via email.
I’m unsure what to say as I had expected an email can you advise thank you Sara lou
Sara (Debt Camel) says
You could send them another email saying your mental health makes phone calls difficult and can the manager contact you by email.
Sara lou says
Thanks Sarah I’ve done just this
Sara lou
Evaldas Atas says
Hello
I’m contact bh and I have issues with them
They not providing repair service for me since April
Do i can stop paying them and if i do stop what can legally happen to me
Sara (Debt Camel) says
Talk to the Citizens Advice consumer helpline on 0808 223 1133
Adam says
Hi I have had BH for years but have just put in an affordability claim but what really doesn’t sit right with me is today a store manger knock at my door because I haven’t been able to pay due to being on furlough is this right can he really knock my door ?
Thank you
Adam
Sara (Debt Camel) says
I don’t think he should. Did you ask them for a payment break because of covid-19?
hayley stacey says
Same someone from brighthouse came to my house the other day we wasnt in so he left a note
Ian Fisher says
Any news on reply to financial ob complaints , I have been told they are on hold. But th complaint is still on my credit file and showing as a default. I never got my product I ordered and had to go to the fob as brighthouse refused to believe me.
Sara (Debt Camel) says
The Ombudsman will not consider these complaints, they have been passed back to the administrators to resolve.
Your options are to do nothing and live with the default – and possibly end up arguing with a debt collector if your debt is sold – or to contact BH customer Services now and say you will not be paying for this as you never received the item and ask them to write off the debt and remove it from your credit record. If they refuse, say you would like your complaint to be passed to the administrators.
Malcolm Perry says
Hi. Have an affordability complaint ongoing with Brighthouse. Called today as its been 3 months and was told that all complaints are on hold until the administration is completed. Which means I am still paying money on 5 items that I shouldn’t have to and will apparently have to continue doing so. In the knowledge that I have a valid complaint and will not receive my money back as the banks etc are primary creditors. Not us the people who have been royally ripped off. This just does not seem right.
Sara (Debt Camel) says
I agree. That is why StepChange says you should stop paying them any money in this situation.
hayley stacey says
Fine them saying that but ive stopped and they are hounding me even sending people to my door
Charlotte says
How can I pay now as I dont have a bank card and my local store is now close down as I was going into store and paying but I was paying before things happened to my bank card
Rebecca says
Hi all , i am wondering if I am able to put in a claim for a washer I brought back in 2016 to get the interest back . Overall the washer cost me just shy of £2000 silly I know but being a single parent at the time felt easier paying the 9 pound a week (not a lot aweek but it adds up) i got behind with some of the payments due to needing essentials if I am could you point me in the correct direction please TIA.
Sara (Debt Camel) says
You can send in a Claim as the article above says. Claims for only 1 loan may be hard to win, and if you do you will only be able to get a very small amount back. At the moment is seems that claims are most worth making for people who still owe them money as they may be able to get that reduced.
hayley stacey says
I have a redress complaint in with bright house and stopped paying a while ago yet 2 weeks now they have been sending people to my door I’ve not been in just had cards through the door how is this allowed during social distancing without arranging if it’s safe first with me
steve says
Hi Sara
I keep getting messages from bright house saying if I want to retain my account to call them had a message nearly every day the last 2 weeks I put an affordability complaint in April and stopped payment still no word when it will be resolved I emailed to ask and they replied saying administrator will be in contact. Do you think the message to retain my account is a scare tactic to get me to call them. Thank you.
Sara (Debt Camel) says
I have no idea what “retain your account” means. Is that the exact wording?
Sara lou says
I have had the same texts and emails and they have been ringing my mobile and landline infact they just rang the landlines 740pm.
Dispite me emailing via resolver asking for all correspondence to be via email for mental health issues.
I had a complaint in with them which they declined and this was in July and I’ve not heard anything until this week is something occurring I wonder
steve lang says
Hi Steven, this is the final opportunity to retain your account with us. We’re here to help, please call 0800 30 40 80 before 8pm. Thats the message I keep receiving.
steve lang says
Hi Steven, this is the final opportunity to retain your account with us. We’re here to help, please call 0800 30 40 80 before 8pm. Thats a copy of the message.
Sara (Debt Camel) says
Can you reply that you don’t know what they mean my retainer your account and you are waiting for a reply to your complaint.
Natalie says
I was a Brighthouse customer for over 10 year and I paid them off earlier this year, would I be able to put an affordability complaint in I was on benefits and have a really bad credit rating
Sara (Debt Camel) says
Yes you can. It may be there is very little money to distribute to people who win their complaint, but you can certainly send one in as the article above says.
Linsey Gatehouse says
I’ve been with brighthouse over twenty years I’ve only an electric Nike on my account it broke before lockdown n I’ve been battling to get a replacement since I finally got it swapped over to a bike that don’t work this has been going on 7 months I’m still paying for bike n insurance I’m getting no where on phone I’ve paid so far over a thousand pounds I’ve been told they probably won’t get another bike n maybe think about getting refund by I’m worried if they come to get bike n I won’t get refund I don’t know what to do
Sara (Debt Camel) says
I suggest you should talk to Citizens Advice consumer helpline about this https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/.
If you are still paying, you may need to consider stopping but Citizens Advice can talk about this.
Matthew says
Hi I need more advice,someone from brighthouse came today but I was out,my account with them is over £1795 in arrears and I have 12 items from them and was paying over £60 a week but I cant pay that anymore due to it being too much I was having to take social loans out to help my finance brighthouse was easy to get into debt online they never checked my out goings and they always let me have stuff without checking,ive email them today offering £20.00 per week to clear my debt with them and asked them to clear my arrears,can they come and take the stuff I got with them,im only a carer to my wife full time so I get carers allowance and income support i did complain 4 months ago but never heard back plus I put in a affordability claim with them 4 months ago ever heard back any advice would be grateful because I know they will be back but I won’t be answering them due to me protecting my disabled wife with all this covid 19 going on cheers
Sara (Debt Camel) says
If you have put in an affordability complaint, have you asked the administrators what has happened to that?
Matthew simpson says
No i havent yet do i ring brighthouse to ask them about it its been 4 months now since i did that
Linda Murray says
Hi im waiting to hear back about an affordability complaint i made with brighthouse and today i decided not to pay anymore of my balance which is just over £500 until my complaint is resolved. My question is if i do stop paying the rest of the debt can they charge me arrears ?
Rachel Murphy says
I have had no phone for 8 weeks now ! Still paying weekly payment I ring up every week to be told the same thing no update on my phone or I need to take track my iPhone off (which I did on the 14 sep 2020) . I have put official complaint in on 2 October 2020 bright house received my phone on 27 August I will be cancelling my payments until I get my phone back
Chandelle Mulryne says
Hello I have out in an affordability complaint a few months ago I got into arrears of around 1 month and had someone visit me at home so i have since been paying them weekly as usual but physically can not afford to do it anymore so i have asked to do a voluntary surrender on my sofa chair and washing machine. They said they would email me a surrender for i have not recieved this yet my question is will they actually come and collect it or is more costly for them to do that only have 56 weeks left on sofa and 104 weeks left of washing machine and chair.
I cant handle being harassed like that 10 phone calls and day people knocking on my door :/ I have been with them many years I think it’s been a disgrace how they have treated everyone :/
Sara (Debt Camel) says
I don’t know. It may cost them more to collect the items then they can sell them for! Wait and see what happens I guess. At least they aren’t taking a chunk of your money any more.
Chantelle says
Hi, I’ve just had a doorstop collection advisor at my door because I haven’t made a BH payment for 6 weeks. I was in shock to be honest I didn’t think they had door stop collectors. I have stopped payments to them because I have submitted an affordability complaint to them. I now owe them £120 up front, should I pay them or?
Sara (Debt Camel) says
StepChange recommends:
If you have both an outstanding debt and a complaint with Brighthouse, you should stop paying the debt until the complaint is resolved.
Linda murray says
Hi i have an affordability complaint against brighthouse and am awaiting the outcome. In the meantime i have stopped payments until it is resolved as i know any payments due i have the right to offset. My question is bh are still calling me and i recieved a calling card thro my door today so called them and the lady said i still have to pay my weekly payments even if i have an affordability complaint in and if i do not i will occur charges on my account. Do i have the right not to pay them and do they have the right to charge me weekly arrears?
Sara (Debt Camel) says
The problem is if you pay them say £400 over the next few months and then they eventually assess your claim at £600, you will get paid a very tiny percentage of £600, possibly nothing, not close to what you have paid them.
But if you dont pay now, when they work out your claim at 600, then will clear all the arrears and you will get paid a very tiny percentage of the remaining £200. So you are MUCH better off.
StepChange are saying that people should not pay BrightHouse if they have submitted a complaint, see https://www.stepchange.org/brighthouse.aspx where they say:
If you have both an outstanding debt and a complaint with Brighthouse, you should stop paying the debt until the complaint is resolved. This is so that any redress they get can be offset against your outstanding debt. This should not put any goods at risk, because repossession action should not be taken where a complaint is under investigation.
You said you still owe them £500. What good is this for? How many BrightHouse contracts did you have before these current ones?
Linda Murray says
Hi sarah thank you for your reply. I had 3 items all on different contracts one of which is now paid off so i have 2 left a tv and a settee which both amounts to just over £500 left to pay. My problem is that the agent i spoke to is insisting i dont have the right to stop paying and now they are charging me fortnightly charges of £12.00. Are they allowed to charge me fees for not paying even tho im waiting on the outcome of the affordability complaint ?
Sara (Debt Camel) says
Their website says “The maximum amount of late payment charges payable for all your agreements will be capped at £24 in any consecutive 5-week period and at £48 in any consecutive 13-week period.”
Can you afford the weekly payments? Do you have other debt problems?
Linda Murray says
Oh i didnt know thos but i feel it wont happen. I cant afford the payments of £75.00 a month at the moment as i am not working i was a full time student b4hand before covid restrictions, im a single parent of 2 children. I do have other debts but i am paying them back. And i appoligise i spelt your name wrong sara
Sara (Debt Camel) says
You could tell them you have sent an affordability complaint because you can’t afford the repayments.
Linda Murray says
I thought the whole reason of putting in an afgordability complaint was because you cant afford the payments. Just wondering if u can answer my question from my first and second question?
Sara (Debt Camel) says
I thought the whole reason of putting in an afgordability complaint was because you cant afford the payments.
An affordabilty complaint says you couldn’t afford the payments when you bought the item and if BH had looked properly they would have realised this.
This usually means you can’t afford the payments now! But sometimes someone’s situation gets better, so they cam. And sometimes – well very often this year – someone’s position gets worse so although the loan was affordable at the start, it isn’t any longer.
Just wondering if u can answer my question from my first and second question?
I quoted from their website which shows that the maximum charges are capped, so they don’t carry on going up and up by adding the same amount every fortnight.
If you win the affordability complaint the interest and all other charges are removed. So these charges only matter if you don’t win the complaint.
Your options now are:
1) start paying them. but if you can’t afford this, this isn’t really an option, is it?
2) stand form and tell them you aren’t paying until they have assessed your affordability complaint as you have the right of set-off, where the redress for your complaint will cover the amount you owe to them.
3) tell them you can’t afford the payments and offer a lower amount hat you can afford. This may take the rpessure off you, but only if itis really affordable for the next years or more.
One good way for you to decide what to do is to talk to StepChange on 0800 138 1111. They know about these BrightHouse complaints – I quoted from them above. And they can also help you work out what a sensible amount to offer as a repayment would be if you want to do that – if StepChange can help you work through a budget that you can print out to show BH, their very pushy customer services may be easier to deal with.
Behind all this is that to a very large extent BH is trying to bluff you into paying at the moment. They don’t really want your second TV and sofa – it would probably cost them more to pick up and store them than they could sell them for.
hayley stacey says
So brighouse turned up at my door again today this is the 5th time in the last few months they constantly ring me so many times a day I’ve told them I have put in for redress they are dying I still legally have to pay I’m in arrears now anyway but should get wiped when my claims sorted it’s just so draining that they keep turning up or ringing
Laura Jones says
I have chased bright house regarding my complaint i put in in 2019.
This is the response I have had.
Good morning Mrs Jones
Thank you for your email below.
Further to the below update in August 2020, the administrators Grant Thornton have since confirmed that it is looking unlikely there will be any funds left over for unsecured creditors at the end of this administration process.
However, this process is yet to be concluded and it is looking like this will be in 2022. I can confirm that the next step will be the administrators contacting you with their final response at this time.
We appreciate your patience during this matter and would like to reassure you that your complaint is logged and in the right place.
Kind regards
Ms Tracy Hill says
hi, i put in a complaint as well but when i emailed asking for an update have not yet had a reply, i am still getting phone calls and text messages telling me to make a payment.
Amy Knowles says
I have an affordability complaint with bright house and a faulty item which they won’t replace even though it was reported before I stopped paying them due to my claim £100 outstanding they’ve now put my account in default on my credit reports can they do this with an open complaint
Sara (Debt Camel) says
Yes but the default should be removed if your complaint is upheld. And if it isn’t, by the time the administration ends you can get it “suppressed” so it no longer appears.
Margaret says
Do not wish for money took of easy pay by bank I need I don’t out much to them I can’t afford payments I have be come very more down hill my meatel helath fisol health
Sara (Debt Camel) says
Hi Margaret, can I suggest you talk to a debt adviser? your local Citizens Advice would be good, or phone National Debtline on 0808 808 4000.
Tracy Edwards says
I brought my mobile about 18months ago which only cost £169 surely l must have paid off the payment by now. I emailed Bright House a couple of weeks ago and they weren’t helpful at all
Sara lou says
So I’ve received an email saying my account has been transferred to Zinc Credit Management:
Has anyone had the same?
Steve says
Just had the same email come through think they probably sold everyone’s balances to get as much money as they can before they run without settling affordability complains.
Joseph Murray says
Yes I have been contacted but Zinc also but does the advice of step change that if you have a affordability claim in with bright house is it still that payments should not be made until our affordability claims are at a end because it looks like we are in a new situation here so would be nice to know if our rights are still as step change advise..thanks guys
Joseph murray says
Yes I have had the same Sara but I’m trying to find out if the advice which was originally given by Step Change ( that you do not need to make payments to bright house if you already have a affordability Claim in still stands now that it seems we are all dealing with Zinc ) I’m hoping to get a answer or some guidance from this site.
Sara (Debt Camel) says
what had BH said in reply to your complaint?
Joseph murray says
Hi Sara , brighthouse have until now it seems ignored my complaint as I have had no word regarding my affordability Complaint we did exchange emails I told them that I have no complaints if the Ombudsman were to not to rule in favour of me but that brighthouse should do the same so I asked them to concluded my affordability Complaint and then I could decide what to do , that was before Christmas and I have heard nothing from BH but suddenly heard fro a company called Zinc which I have not replied to yet . Thanks Sara
Sara (Debt Camel) says
So far as I can tell, it sounds as though your debt has now been sold to Zinc, they are simply being used by BH to try to collect the amounts owed. So the legal situation has not changed at all.
I suggest you tell Zinc that you will not be making any payments until your complaint has been decided as you have the right of set off and also (if this bit is corect?) you cannot afford the repayments.
Tynesider22 says
Hi.
I’m wondering if it’s worth contacting Brighthouse myself.
I had one item with them which I paid off 2017 – 2018.
I was struggling with the payments as I was at the time on benefits and the weekly payments were a decent percentage of them, but the main thing is, at the time I was struggling with an alcohol addiction (I’m now completely sober) and it would have been obvious that I was under the influence when I even went into their store.
Would it be worth pursuing?
Thanks.
Sara (Debt Camel) says
I doubt it. There is no money to pay refunds from.
Joseph murray says
Thank you Sara I will do that I will inform Zinc of the advice you just gave me much appreciated thank you
Saram says
Hi ive just received an email from a company called zinc that my account has been transferred to them and I have to pay them the outstanding balance?
Has anyone else had dealings with them
Sara (Debt Camel) says
yes, see the previous comments above.
Sara says
Ok thanks can they take you to court?
Do you think the Ombudsman will deal with these ?
Thanks
Sara
Sara (Debt Camel) says
they are a debt collector for BH. They won’t start a court case while you have a complaint in.
Sara says
Hi Sara they declined my complaint said they had given the products fairly. I offered to pay £10 a month and I never heard anything since October. Until they started ringing 4 times a day every day. I started ignoring the phone because I requested all communication be via Resolver due to mental health issues.
They ignored and continued to ring me.
Now I have received a letter, email and numerous texts and phone calls from Zinc.
I’m wondering if the Ombudsman would get involved now it’s been transferred?
Thanks sara
Sara (Debt Camel) says
The Ombudsman will not get involved.
Email them and say you want to appeal the decision that the loans were affordable.