Following UK Government advice, all our BrightHouse stores remain closed and this has impacted some of our services temporarily. In the meantime, we want to re-assure you that at this difficult time we are doing everything we can to ensure that you are supported.

Servicing, warranties and insurance claims will continue to be provided by the logistics and engineering business operated by CTL until further notice. If you are a BrightHouse customer, you can speak to one of our colleagues by calling your local store.

Our policy in respect to engaging with BrightHouse customers has changed in response to COVID-19. Further details can be found at www.brighthouse.co.uk/customer-care/coronavirus-information.

Joint Administration FAQ's

Joint Administration appointment


Following the appointment of the Joint Administrators:

  • There will be no new rent-to-own or cash loan lending activity
  • All outstanding rent-to-own and cash loans remain subject to the terms agreed with BrightHouse and customers should continue to make payments in the usual way according to the company’s terms and conditions, all payment channels (except our stores) remain available at this point
  • Servicing, warranties and insurance claims will continue to be provided by the logistics and engineering business operated by CTL until further notice. During Covid-19 some restrictions will apply as our core focus will be on essential items and smaller courier deliveries only, subject to Government guidelines and considering the safety of BrightHouse employees and customers.

The companies continue to be regulated by the Financial Conduct Authority (‘FCA’) and the Joint Administrators are in contact with the FCA as appropriate, supporting customers and claimants where possible during this period.

We would like in these uncertain times to do our utmost to ensure the wellbeing of BrightHouse customers and employees.

As our retail stores are now closed in accordance with Government restrictions, customers who normally pay in-store are encouraged to use one of a number of quick and easy remote pay options that are available, please visit our website at www.brighthouse.co.uk/managing-your-money/ways-to-pay or call the Customer relations team on 0800 526 069 who can assist you in paying remotely.

Where possible and subject to Government restrictions (and having in mind the safety of our customers and colleagues), the Logistics and Engineering business will continue to support customer servicing, warranties and insurance claims during the administration for certain products such as essential household items and continuing to courier smaller items to the doorstep until further notice. If something goes wrong, please submit a claim through our online service, please complete the online claim form found at www.brighthouse.co.uk/make-a-claim or call on 0800 526 069.

Please note that other product calls and claims will be logged for action when possible and subject to the Administrator’s assessment at a future date.




An administration is an insolvency procedure regulated by the Insolvency Act 1986. The Administrator’s role is to realise the assets and distribute them for the benefit of creditors.

The administration will last for an initial period of 12 months but may be extended.

The Joint Administrators will provide regular updates to creditors.




Chris Laverty, Trevor O’Sullivan and Helen Dale were appointed as Joint Administrators of Caversham Finance Limited trading as BrightHouse on 30th March 2020.

Chris Laverty, Andrew Charters and Sarah O’Toole were appointed as Joint Administrators of Caversham Trading Limited, BrightHouse logistics and engineering business on 30th March 2020.

The Joint Administrators are qualified insolvency practitioners, regulated by the Insolvency Practitioners Association.

The Joint Administrators act independently of the Company and the directors for the benefit of all creditors and stakeholders. Their primary concern and mandate is to ensure that they maximise the returns to creditors.




Formal notification to all BrightHouse customers was issued by the Joint Administrators via email, SMS and letter (in the event no electronic communication method was available) based on the latest account information. In the event you did not receive this communication, please find all the relevant information here. If you wish to update your contact details, please call your local store and ask them to update your details on our systems.




After your claim has been assessed and subsequently agreed by the Joint Administrators you will be an unsecured creditor of either company and will be owed a distribution once all assets have been sold or realised.

Distributions to creditors are made in the following order. The costs of realising assets will be paid first. Any amounts owing to secured creditors are then settled, followed by employee claims and unsecured claims (such as providers of goods and services and affordability claims). If, after paying the costs and amounts due to the secured creditors, there are insufficient funds to pay remaining claims, creditors may not receive a distribution.




The Joint Administrators will continue to provide access to the website and customer account information to allow you to access your account at the BrightHouse website www.brighthouse.co.uk




We will continue to update the FAQs during the administration. If your question has not been answered in this FAQ section and you are a BrightHouse customer, please visit our website www.brighthouse.co.uk or contact the Customer relations team on 0800 526 069. Please be aware that we are expecting a large volume of queries and you may therefore not receive an immediate response.




The Joint Administrators will continue to provide access to the website and customer account information to allow you to access your account at the BrightHouse website www.brighthouse.co.uk




Please call your local store contact number and ask them to update your details within our systems.



Rent-to-own customers


Yes. 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.




Your agreement should be repaid as arranged when it was taken out. For more information on repayment arrangements, Continuous Payment Authority and alternative payment methods, please see below or visit https://www.brighthouse.co.uk/managing-your-money/ways-to-pay


The payment methods are set out below:

Easy Pay: The easiest and most convenient way to pay, Easy Pay allows you to log your debit card details securely with our payment provider WorldPay and then payments are automatically taken on your chosen best day to pay

  • There will be no new rent-to-own or cash loan lending activity.
  • Set up at any time, just call our Customer relations team on 0800 526 069 to set up

PayPoint: Make a cash payment on your BrightHouse account in any of the 28,000 PayPoint locations across the UK

  • You will need a PayPoint card, physical or digital, that links to your BrightHouse account, this can be requested by contacting your BrightHouse store
  • You then have access to pay at any of the 28,000 convenient locations local to you including local grocery and convenience stores
  • PayPoint service is available from 8am – Midnight, Monday to Saturday

Pay By Phone:

  • Simply call BrightHouse and choose option 4 to make a payment via your debit card.

Pay By Phone:

  • Simply call BrightHouse and choose option 4 to make a payment via your debit card.

Smart Pay: Pay online any time by linking your Debit card to the SmartPay service through your phone

  • Request SmartPay set up at your local BrightHouse store
  • Simply click the link from the weekly text message to the secure online payment portal
  • Complete your payment as per the onscreen instructions

Online Payment: Log in to your Brighthouse.co.uk customer account to make a secure online payment

  • Log in to your BrightHouse.co.uk account or register to create an account at www.brighthouse.co.uk/register-an-account
  • Click 'Pay now' from the my account page
  • Follow the on-screen instructions to pay securely online

Further details can be found - www.brighthouse.co.uk/managing-your-money/ways-to-pay
There will be no change to the bank details to which you should make payment.

Customer Safety/fraud

Customer safety is key. If you receive any requests to make payment to any other bank accounts, please do not make any payment to the alternative account(s) and instead inform our Customer relations team immediately on 0800 526 069 For more information visit the FAQs at www.brighthouse.co.uk/customer-care

Please remember, never give personal information or account details to anyone who contacts you unexpectedly. We will never ask for your bank details.




No, the Joint Administrators are unable to accept new product applications from the date of the administration appointment.




The terms and conditions remain as agreed when the rent-to-own agreement was taken out. For more information, please visit Managing your money.




If you can’t repay your loan on time, please call the Customer relations team straight away on 0800 526 069, Alternately you can use our contact form.



Cash loan customers


Yes. The terms and conditions of all loans remain as agreed when the loan was taken out and payment is due in line with the agreement to Caversham Finance Limited (in administration) trading as BrightHouse.




Your loan should be repaid as arranged when it was taken out. For more information on repayment arrangements, Continuous Payment Authority and alternative payment methods, please see below or go to https://www.brighthouse.co.uk/managing-your-money/ways-to-pay

The payment methods are set out below:

Easy Pay: The easiest and most convenient way to pay, Easy Pay allows you to log your debit card details securely with our payment provider WorldPay and then payments are automatically taken on your chosen best day to pay

  • Set up at any time, just call our Customer relations team on 0800 526 069 to set up

PayPoint: Make a cash payment on your BrightHouse account in any of the 28,000 PayPoint locations across the UK

  • You will need a PayPoint card, physical or digital, that links to your BrightHouse account, this can be requested by contacting your BrightHouse store
  • You then have access to pay at any of the 28,000 convenient locations local to you including local grocery and convenience stores
  • PayPoint service is available from 8am – Midnight, Monday to Saturday

Pay By Phone: Simply call BrightHouse and choose option 4 to make a payment via your debit card.

Smart Pay: Pay online any time by linking your Debit card to the SmartPay service through your phone:

  • Request SmartPay set up at your local BrightHouse store
  • Simply click the link from the weekly text message to the secure online payment portal
  • Complete your payment as per the onscreen instructions

Online Payment: Log in to your Brighthouse.co.uk customer account to make a secure online payment

  • Log in to your BrightHouse.co.uk account or register to create an account at www.brighthouse.co.uk/register-an-account
  • Click 'Pay now' from the my account page
  • Follow the on-screen instructions to pay securely online

Further details can be found - www.brighthouse.co.uk/managing-your-money/ways-to-pay
There will be no change to the bank details to which you should make payment.

Customer Safety/fraud

Customer safety is key. If you receive any requests to make payment to any other bank accounts, please do not make any payment to the alternative account(s) and instead inform our Customer relations team immediately on 0800 526 069 For more information visit the FAQs at www.brighthouse.co.uk/customer-care

Please remember, never give personal information or account details to anyone who contacts you unexpectedly. We will never ask for your bank details.




The terms and conditions remain as agreed when the loan was taken out. For more information, please visit the BrightHouse website www.brighthouse.co.uk for more information




The Joint Administrators are not writing any new loans from the date of the administration appointment



Redress


If you believe that you were provided with an unaffordable rent-to-own or cash loan agreement(s) (unaffordable agreement) through BrightHouse you may have an eligible claim. For more information, we suggest you visit guidance notes from the Financial Ombudsman: www.financial-ombudsman.org.uk/businesses/complaints-deal/consumer-credit




In due course, if the Joint Administrators are able to make a payment to those who are owed money for unaffordable agreements (unsecured creditors) we will contact all customers and ask them if they wish to make a claim. All current affordability claimants who have notified the company of their claims do not need to take further action at this time. You do not need to take any action at this stage.




No. If the Joint Administrators, ask you to submit a claim you can make claims directly to the Company.

A CMC can also help you submit a claim. It is up to you if you want to use one. If you decide to use a Claims Management Company, please make sure you understand the scope of their services and how much the service will cost you before agreeing to its service.




Claims for which a customer has not received payment but has been notified that they are entitled by a Final Response Letter ('FRL’) will now be considered as an unsecured creditor for the value of the FRL offer. If the Joint Administrators are able to make a payment to unsecured creditors (unsecured creditors) we will contact you and ask if you wish to make a claim. You do not need to take any action at this stage. Further updates will be posted to the BrightHouse website when available.




No, the FSCS do not cover claims under consumer credit agreements. See https://www.fca.org.uk/publication/consultation/cp16-42.pdf




You cannot claim twice for the same agreement. If you previously received an affordability payment from the Company, then the historic agreements that were compensated at the time will not be considered again. If you took out further agreements from the Company after your previous redress payment, then if the Joint Administrators request you to make a claim you may now submit a claim for these new agreements if you believe these were unaffordable.




Customers will not be approached by Grant Thornton or the Company staff directly to assist in submitting a claim.

Do not give details of your claim to anyone who approaches you, alleging that they work for Grant Thornton or the Company, or otherwise. If you do require assistance or are unsure as to the validity of any correspondence, you have received please contact the Customer relations team on 0800 526 069.




The Joint Administrators are under a duty to treat each claim equally. Every claim will therefore be assessed in the same way, irrespective of who submits the claim. As mentioned previously, customers do not need to use a Claims Management Company (‘CMC’) or third party to submit a claim. Using a CMC or third party will not accelerate the claims process, nor entitle you to a higher claim amount. It may also expose you to charges that may be deducted from any final payment you might receive.




We may ask you to confirm that your previous bank details are still valid and give you the opportunity to update your bank details (e.g. if you have closed/changed bank accounts), although further proof of ID and other supporting evidence will be required at a later stage of the administration appointment.




Customer safety is key. If you receive any requests to make payment to any other bank accounts, please do not make any payment to the alternative account(s) and instead inform our Customer relations team immediately on 0800 526 069. For more information visit the FAQs at www.brighthouse.co.uk/customer-care
Please remember, never give personal information or account details to anyone who contacts you unexpectedly. We will never ask for your bank details.




If you would like advice about how to manage your debts, you can do this for free by contacting:



Citizens’ Advice Bureau:
Website: www.nacab.org.uk

Step Change
Telephone: 0800 138 1111
Website: www.stepchange.org

National Debtline
Telephone: 0808 808 4000
Website: www.nationaldebtline.co.uk