1. I've been asked to upload documents to complete my application and need help

If you need help uploading your documents please call our contact centre on 0800 525226 or send us a message by Live Chat. Our team of helpful colleagues are on-hand to help you complete your application. 

2. Why do I need to provide documents to complete my credit application?
We ask for proofs to verify your application information. For example, identity or income documents to determine whether we can lend to you responsibly. We also do this to comply with legal and regulatory obligations.
3. What can I do if I do not have the documents requested?
We are able to accept a wider list of proof documentation to verify your application in your local store. Click the 'I don't have these proofs' option on the document upload options page to see this list and book an appointment with your local store.
4. How quickly do I need to provide my proof documents?
All documents should be uploaded as soon as possible - for existing BrightHouse customers within 3 days of being asked and for new customers within 21 days. After this time if you log in you will be asked to visit your local store to provide all documentation.
5. How do I upload my documents to complete my application?
If you are required to upload proof documentation as part of your online application you have the choice of either selecting an existing file on your device or computer or, if you are using a mobile phone,  of taking a photo of a document and upload it instantly. We'll step you through this process with onscreen help but if you need more help please call our contact centre on 0800 525226 or send us a message by Live Chat and one of  our team of helpful colleagues are on-hand to help you complete your application. 

6. How do I upload proof documents from my laptop or computer?
From a computer you will need to select an existing file of each proof document. To do this you may need to first take a digital photo of each document using a mobile phone (or camera) and email this to your computer, save the file and then select this file to upload when prompted during your online application.
7. Does the order in which I upload my proofs online matter?
No - you can provide proofs in any order. Only once all proofs have been submitted these will be reviewed and we will come back to you as soon as possible with a decision.
7. Does the order in which I upload my proofs online matter?
No - you can provide proofs in any order. Only once all proofs have been submitted these will be reviewed and we will come back to you as soon as possible with a decision.
9. How quickly are my uploaded documents reviewed and what happens after this?
We aim to review documents within 2 working days. Following review we will  email you an application decision. If successful you will be able to shop online.
10. I chose to bring my proof documents to store - can I change my mind and provide these online?
Simply log in to your online account and choose to upload your proof documents online instead.
11. I've submitted my first proof document and have been returned to a previous screen. What do I do next?
If you are asked to provide multiple proofs then after you submit each proof you will be returned to the first 'Provide proofs' screen to provide the next document.

12. How do I provide income proof if I have multiple incomes from different jobs or benefits?
Please provide all relevant documents to show your full income. We require your two most recent wage slips if you are employed. If you have more than one job please provide two documents for each job. If you receive any benefits please provide your current benefits letter for each benefit you receive.
13. How accurately does my specified income need to match my income proofs?
Please ensure that you upload proofs which match the income value you stated during your application as closely as possible otherwise this may affect your credit decision.

14. Why am I being asked to 'Provide another document as proof of income'?
If you see this button then this provides an opportunity to add additional benefit or wage proofs if relevant, or to add a second example of a wage proof. If you have already provided sufficient proofs click Continue instead.

15. What should I do if I selected but have not yet submitted a proof and realise that it is incorrect?
In this scenario please press the 'Back' button, delete the image and then you will be able to upload your proof again.
16. Can I use my UK Driving Licence as both proof of ID and address?
No sorry. If we ask you for both ID and address proofs we will require a different document for each proof type. 
17. What happens if I can't provide all my documents before the upload expiry date?
If your upload period expires and you log in to your online account again you will be asked to book an appointment to provide documents in store. After a period of 7 days for existing BrightHouse customers / 28 days for new customers from the original document request then you will be able to reapply for credit online.

18. I've uploaded and submitted all my proofs online - why am I being asked for more? (Same Application)
If we review and reject an uploaded document (for example because it is blurred) we will email you to ask you to provide this document again. Please re-provide all documents before the date displayed in your email.

19. I've uploaded and submitted proofs recently - why am I being asked to do this again? (Different Application)
If you have provided documents and had these accepted or declined for a previous application then we may ask you to provide proofs again if you reapply for credit.