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.

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 information we use

Categories

Examples

Personal Data

Name, Address, Date of Birth, etc.

Lifestyle and Social Data

Vulnerability, debt position,

Financial Data

Bank Account Details, Bank Statements, Debt information, Payroll, etc.

Health Data

Medical Data, Physical and Mental Health Details, etc.

Ethnic Origin


Lifestyle Data

Vulnerability, Debt position, etc.

Employment Details

Employer and salary information

Physical and Mental Health Details

Health data

Offences and Alleged Offences

Criminal Data, Criminal Record, Court Proceedings, etc.

Vulnerability

Debt Management, Health Data, Mental Stability, etc.

Goods/Services Provided

Call Monitoring,

Family or next of Kin Details

Data on family members.

Criminal Data

Criminal Record, Criminal Data, Court Proceedings, etc.

Credit reference data

Name, Address, Date of Birth, Bank Account Details, Bank Statements, Debt information, Payroll

Fraud data

Name, Address, Date of Birth, Bank Account Details, Bank Statements, Debt information, Device Identifiers including IP Address

3. What we use your information for:

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

This is what we use your information for:

This is why

Your rights

Provide you with the product or services you have asked for or to service those goods.

Because you are considering entering into a contract with us


Help run, and contact you about improving the way we run our services.

Because it’s in our business interest to keep improving our service


Create statistics, test computer systems, analyse customer information,

Because it’s in our business interest to keep improving our service


As part of the process of selling one or more of our businesses;

Because it may be in our business interest to do so

To know who your data goes to

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

Because you have given us your permission to do so

You can opt out at any time

Create profiles and marketing opportunities (including using information about what you buy from us and when and how you pay for it)

Because you have entered into a contract with us

You may be able to object to this

To help prevent, detect and trace debt

Because you have entered into a contract with us and in order to comply with laws that apply to us.


To help to prevent and detect fraud and money laundering. Further detail is provided below.

Because you have entered into a contract with us, because we have a legitimate interest in preventing fraud and money laundering, to verify identity, in order to protect our business and comply with the laws that apply to us. Such processing is also a contractual requirement of the services or financing you have requested


If you do not pay your debt, we may transfer your debt to another organisation and give them details about you and that debt;

Because you have entered into a contract with us


If we have been asked (for example by The Financial Ombudsman) to provide information for legal or regulatory purposes;

Because we have a regulatory obligation to comply with this


As part of current or future legal action;

Because it may be in our business interest to do so


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)

Because you have entered into a contract with us


To meet our legal and regulatory obligations

Because we have to meet our legal or regulatory obligations


Where the provision of personal data is a requirement of entering into a contract with us, failing to provide this information may prejudice your application.

We may also collect personal information on your family members or next of kin if you give us this information or if we have to collect their personal information when they make a payment on your behalf. If we do collect their personal information, it will be used as set out in this notice.

We will check your details with one or more credit-reference agencies to help us make decisions about your ability to make payments and the goods and services we can offer you.

When agencies receive a search from us, they will record it against your credit file, irrespective of whether your application is successful or not.

The personal information we have collected from you will also be shared with fraud prevention agencies who will use it to prevent fraud and money-laundering and to verify your identity. If fraud is detected, you could be refused certain services, finance or employment.

Further details of how your information will be used by us and these agencies can be obtained at the end of this Policy.

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.

4. Where you have given us your permission to use your information, you have the right to withdraw this permission.

Please contact us at any time.

5. 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 and Caversham Insurance (Malta) Limited
  • Agents who act on our behalf
  • Financial organisations
  • Credit reference and Fraud prevention agencies
  • Suppliers and services providers
  • Regulatory bodies, Central or Local Government
  • Charities or Support Agencies
  • Security Services
  • Market research organisations who may contact you directly to gain your feedback on our service

From time to time these other people or organisations may be 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.  We may also transfer data to UK organisations who may then transfer it outside of the EEA. In these cases we and these UK organisations will take extra care to protect your rights and information.  Your information is safeguarded by using EU approved contract clauses or companies that are covered by the Privacy Shield. You may also request copies of agreements that cover the transfer of your information outside the EEA.

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 always seek your consent to such processing prior to it taking place. 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 (paper or electronically) of the information we hold on you and to have any inaccurate information corrected. For more information about this please contact us. You are also entitled to request your information be sent to other organisations. You may request that restrictions are placed on the use of your information or even for your information to be erased.

We will hold your information in accordance our legal requirements and with our data retention policy.

In some instances, such as when you apply for a rent-to-own product, we may make decisions about you based on processing your information by automated means. This can include information from your application, credit reference agencies and your relationship with our company. We report regularly to credit reference agencies and failing to keep up-to-date with your payments may affect your credit rating.

When we conduct fraud checks we may automatically decide you pose a fraud or money laundering risk or if our processing reveals your behaviour to be consistent with that of known fraudsters or money launderers; or is inconsistent with your previous submissions; or you appear to have deliberately hidden your true identify. If we, or a fraud prevention agency, determine that you pose a fraud or money laundering risk, we may refuse to provide services and financing you have requested, or we may stop providing existing services to you.

You have rights in relation to automated decision making and can ask for a manual review if you believe the results to be inaccurate.by contacting us.

A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing and employment to you.

6. Credit Reference & Fraud Agencies

It is important that you provide us with accurate information. 

In order to process your application, we will perform credit and identity checks on you with one or more credit reference agencies (“CRAs”).

To do this, we will supply your personal information to CRAs and they will give us information about you. This will include information from your credit application and about your financial situation and financial history. CRAs will supply to us both public (including the electoral register) and shared credit, financial situation and financial history information and fraud prevention information.

We will use this information to:

  • Assess your creditworthiness and whether you can afford to take the product;
  • Verify the accuracy of the data you have provided to us;
  • Prevent criminal activity, fraud and money laundering;
  • Manage your account(s);
  • Trace and recover debts; and
  • Ensure any offers provided to you are appropriate to your circumstances.

We will continue to exchange information about you with CRAs while you have a relationship with us. We will also inform the CRAs about your settled accounts. If you borrow and do not repay in full and on time, CRAs will record the outstanding debt. This information may be supplied to other organisations by CRAs.

When CRAs receive a search from us they will place a search footprint on your credit file that may be seen by other lenders.

If you are making a joint application, or tell us that you have a spouse or financial associate, we will link your records together, so you should make sure you discuss this with them, and share with them this information, before lodging the application. CRAs will also link your records together and these links will remain on your and their files until such time as you or your partner successfully files for a disassociation with the CRAs to break that link.

The identities of the CRAs, their role also as fraud prevention agencies, the data they hold, the ways in which they use and share personal information, data retention periods and your data protection rights with the CRAs are explained in more detail on any of these three links:

Callcredit https://www.callcredit.co.uk/crain;

Equifax  https://www.equifax.co.uk/crain;

Experian  http://www.experian.co.uk/crain/index.html

Before we provide services, goods or financing to you, we also undertake checks for the purposes of preventing fraud and money laundering, and to verify your identify. These checks require us to process personal information about you.

The personal data you have provided, we have collected from you, or we have received from third parties will be used to prevent fraud and money laundering, and to verify your identity.

We and fraud prevention agencies also enable law enforcement and HM Revenue and Customs agencies to access and use your personal data to detect, investigate and prevent crime.

Fraud prevention agencies can hold your personal data for different periods of time, and if you are considered to pose a fraud or money laundering risk, your data can be held for up to six years.

If you would like to know more about credit reference agencies work click on the link below:

 https://ico.org.uk/for_the_public/topic_specific_guides/credit

 If you want to see what information 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 both. They will charge you a small fee.

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

Website: www.cifas.org.uk

 or

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

Website: www.nhunter.co.uk

7. 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 on our Cookie Notice https://www.brighthouse.co.uk/cookies-notice/ to find out more.

8. How to contact us

If you would like any more information about how BrightHouse uses your personal information, wish to complain or would like to change your mind about receiving marketing information from us please email us at customer.relations@brighthouse.co.uk. You are also able to complain to the Supervisory Authority who’s details can be found here https://ico.org.uk/global/contact-us/