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


Understand late payments

What is a late payment?

A payment is considered late when you are unable to make your payment in the week your account is due.

We understand that sometimes things happen which may mean you miss a payment and in these instances, we are committed to supporting you in any way we can. The most important thing is to contact us to discuss your options, we are always available in store or at our contact centre on 0800 256 069 to try and resolve these unforeseen bumps in the road.

How to avoid late payment charges

We offer a range of credit payment options that make it possible for you to maintain your account and avoid any late payment charges.

However, we understand that sometimes things happen that can affect your ability to make payments. If you advise us that you're unable to make your payment before that payment is due we can make an agreement to resolve your account at a later date – we won't apply a late charge. If this is not resolved by the agreed date, we will apply a late payment charge to your account at this time.

What are late payment charges?

If we are unable to contact you or you are unable to resolve your account after an agreed time we may charge a late payment fee.

If we do not receive the outstanding payment in full before or on your payment date, there will be a late payment fee of £12.

There will only ever be one late payment charge applied to each period when payments are missed, late or not paid in full under this agreement.

So, in the unlikely event you miss payments at the same time on two or more agreements you have with us, we will apply only one late payment charge of £12 for that week to the agreement which started earliest in respect of which payment has been missed.

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.

How will late payments affect my credit rating?

There are many different factors that are considered when calculating your credit rating, but late or missed payments to credit accounts can be a problem when you want to borrow from companies in the future.

If you'd like to find out more, we've put together some guidance on understanding credit score as well as how to improve your credit rating.

Our lending policy

While we aim to help anyone purchase the products that they want, we are first and foremost responsible lenders. This means that we will always act in the best interests of our customers. We strictly adhere to the pledges of our Lending Charter which sets out our commitment to responsible lending, transparency and customer support.

Reach out to us

We will always do our best to help you. If you cannot make your payments, contact your store to let them know you won't be able to. From here, we can discuss your circumstances and agree on a suitable course of action to get your account back on track.

If for any reason you do not feel happy with the support and guidance you receive from our friendly team, please get in touch with our customer relations team here.

Independent debt advice

If you are struggling to manage existing repayments or find yourself heading towards financial difficulty, we want to help you find your way out.

BrightHouse have put together a guide for our customers to help anyone in debt navigate their way back into the clear. See the full guide for more information on where to seek advice if you're in debt.

Organisations such as The Money Advice Service, Citizens Advice Bureau, Step Change and National Debtline provide free, independent advice on how to manage debt.