Privacy notice

How we store, use and protect your personal information

BrightHouse is the trading name of Caversham Finance Limited and Caversham Trading Limited so when you see the terms “we”, “us” or “our” in this notice, that is who we are referring to.

We appreciate the importance of responsible use of your personal information we hold and this statement explains how we collect your details, what we use them for and who we may need to share them with. 

When you first provide us with your personal information, or when you take a new product from us, we will give you the opportunity to tell us whether want to receive information from us about other other products, services or promotions. You can do this by changing the online tick box on the application webpage when you first apply or by contacting us at any time. Read More Here

1. Where we get your information from:

We collect personal information about you from a number of sources, including

  • Directly from you when you express an interest in our products and services or enter one of our competitions
  • Credit Reference and Fraud Prevention Agencies
  • Our own records if you have applied to us in the past
  • Public sources of information, such as the voters roll or social network sites if, for example, we lose touch with you.
  • Other retail organisations
  • Affiliate websites and market researchers

2. What we use your information for:

We and our agents may use your information for the following reasons:

  • Provide you with the product or services you have asked for or to service those goods.
  • Offer you other products, services or promotions by mail, email, phone or text message.  To help us make these offers we may use an automated scoring system, which also uses information from credit reference agencies, as well as other companies.
  • Help run, and contact you about improving the way we run, our services.
  • Create statistics, test computer systems, analyse customer information, create profiles and marketing opportunities (including using information about what you buy from us and when and how you pay for it)
  • As part of the process of selling one or more of our businesses;
  • To help to prevent and detect debt, fraud, or loss (for example by giving this information to a credit-reference agency) which is described in more detail below;
  • If you do not pay your debt, we may transfer your debt to another organisation and give them details about you and that debt;
  • if we have been asked (for example by The Financial Ombudsman) to provide information for legal or regulatory purposes;
  • as part of current or future legal action;
  • if you hold an insurance policy with us, we will pass information to the insurer to manage your insurance (including underwriting and claims, to help develop new services and to assess financial and insurance risk)
  • Help train our staff.
  • To meet our legal obligations

We will check your details with one or more credit-reference and fraud-prevention agencies to help us make decisions about your ability to make payments and the goods and services we can offer you.  These decisions are made by fully automated means and you can ask for a manual review if you believe the results to be inaccurate.  When agencies receive a search from us, they will record it against your credit file, irrespective of whether your application is successful or not. We have provided more information about how these agencies use your information at the end of this Policy. Read More Here

We may also monitor and record any communications we have with you, including both inbound and outbound phone conversations and emails, to make sure we are providing a good service and meeting our responsibilities and all our stores record CCTV images for the prevention & detection of crime and health and wellbeing of our customers and BrightHouse staff.

3. Who we might disclose your information to:

We may allow other people and businesses to use information we hold about you for the reasons above – these may include:

  • Other companies under the “BrightHouse” brand such as Caversham Trading Limited
  • Agents who act on our behalf
  • Credit reference and Fraud prevention agencies
  • Suppliers and services providers
  • Regulatory bodies, Central or Local Government
  • Market research organisations who may contact you directly to gain your feedback on our service

From time to time these other people or organisations maybe based outside the European Economic Area (EEA), and as a result we may pass your information to countries that do not have the same standards or protection for personal information as the UK.  In these cases we will take extra care to protect your rights and information. 

If we suspect someone has committed fraud, we will record these details on our records and may share this information with CIFAS and other people who are interested (such as credit reference agencies). We may use this information to make decisions about you, your character, and whether we would be interested in doing business with you in the future.  This may include recording sensitive personal information such as the alleged commission of any offence

If we believe that, in our dealings with you, you need extra care (for example, because of your poor health) we may, record this. We will use this information to ensure we manage your account sympathetically and this may include recording sensitive personal information about you.  If we believe at any time that other organisations may be able to help you, we may share your information with:

  • social services,
  • debt or welfare charities,
  • healthcare services or
  • other relevant support organisations  

You are entitled to have a copy of the information we hold on you for which we may charge a fee of £10 and to have any inaccurate information corrected. For more information about this please contact us.Read More Here

4. Security, the Internet & Cookies

We have strict security measures to protect personal information. This includes following certain procedures (for example, checking your identity when we speak with you). .  We will never ask you to send us payment card details by email and if you do get such a request that appears to come from us please forward it to customer.relations@brighthouse.co.uk for us to investigate.

If you communicate with us using the internet, we may, if you agree, email you occasionally about our other products, services or promotions.  Please remember that communications over the Internet, such as emails and messages sent through a website (webmail), are not secure unless they have been encrypted. Your communications may go through a number of countries before they are delivered and we cannot accept responsibility for any loss of personal information that is beyond our control.

We use 'cookies' to monitor how people use our site. A cookie is a piece of information that is stored on your computer's hard drive which records how you have used a website. This helps us to understand how our customers use our website so we can develop and improve the site.  Click here on our Cookie Notice to find out more.

5. How to contact us

If you would like any more information about how BrighHouse uses your personal information or would like to change your mind about receiving information from us please email us at customer.relations@brighthouse.co.uk

6. Credit Reference & Fraud Agencies

We use information about you from credit-reference and fraud-prevention agencies. It is important that you provide us with accurate information.  In order to prevent or detect fraud, the information provided in the application may be shared with fraud prevention agencies. We may also check your details with fraud prevention agencies and if you provide false or inaccurate information, or we suspect fraud, this information may be recorded.  Law enforcement agencies and HM Revenue & Customs may access and use this information.  We and other organisations may also access and use this information, together with information from other sources – such as information in the public domain – to:

  • check details on applications you make for credit and credit-related services or other facilities;
  • check your identity;
  • prevent and detect fraud and money laundering;
  • manage credit and credit-related accounts or services;
  • recover debt;
  • check details on proposals and claims for all types of insurance; and
  • Check details for job applicants and employment purposes.

We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

The information we pass to credit reference agencies will include details on how you manage your payments to us.  If you do not pay money you owe on time, the credit reference agencies will record this debt. They may give this information to other organisations and fraud prevention agencies to carry out similar checks, find out where you are or deal with any other money you owe. The credit reference agencies keep records for six years after your account has been closed or after you have paid the final debt or after action has been taken against you to recover the debt.

If you would like to know more about credit reference agencies work click here.

 If you want to see what information credit-reference and fraud-prevention agencies hold about you, you can contact the following agencies currently working in the UK.  You should be aware that the information they hold may not be the same, so it may be worth contacting them all. They will charge you a small fee.

Call Credit
Consumer Services Team
PO Box 491
Leeds
LS3 1WZ
Phone: 0870 060 1414
Website: www.callcredit.co.uk

Equifax Plc
Credit File Advice Centre
PO Box 1140
Bradford
BD1 5US
Phone: 0844 335 0550
Website: www.myequifax.co.uk

Experian
Consumer Help Service
PO Box 8000
Nottingham
NG80 7WF
Phone: 0870 241 6212
Website: www.experian.co.uk

Fraud prevention agencies:

CIFAS, 6th Floor, Lynton House, 7-12 Tavistock Square, London, WC1H 9LT

Website: www.cifas.org.uk

National Hunter, PO Box 2756, Stoke on Trent, ST6 9AQ

Website: www.nhunter.co.uk

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