BrightHouse announcement on repayments to customers

Having reviewed our past business, we have identified two historic issues that have led to our announcement about repayments to some of our customers.

These issues relate to the refund of first payments for cancelled agreements and the effectiveness of affordability checks.

As a result we will be making repayments to the following customers:

  1. Customers who took out an agreement with BrightHouse between April 2010 and April 2017 and then either cancelled the agreement within the 14 day cooling off period, or did not take delivery of the goods, and did not receive a refund of any payments made. In these cases, we will refund all payments made under the agreement.

  2. Customers who took out an agreement between April 2014 and September 2016 and where we have identified that our checks may not have effectively ensured that customers could afford the repayments. Where customers returned the product to BrightHouse, we will refund the interest and any fees paid under the agreement.

We are sorry this has happened.

Customers do not need to contact BrightHouse. We will contact all customers included in the programme by personal letter before the end of the year.

The programme to identify customers affected by these issues, and how we should put things right, was developed following engagement with the FCA and has been independently reviewed. 

You can read the FCA’s announcement here.

If you have received a letter from us regarding the programme and have questions, please click here.

If you have not received a letter from us and have questions, please click here.