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Serious solutions not serious problems
Serious solutions not serious problems
This is one of the cornerstones of our business and it underpins everything we do.

Lending responsibly is one of the cornerstones of our business and it underpins everything we do. Customers stay with us because we provide them with quality products and outstanding service at affordable prices. We owe it to them to do everything we can to make their lives more comfortable and secure.

The last thing we want is for customers to fall into a spiral of debt and we work hard within the company and in partnership with regulators and other interested parties to make sure we meet the highest standards. We carry out stringent checks to ensure customers can keep up with payments. About a third of applications are declined. In these cases we sign post them to organisations that might be able to offer support and advice.

Our colleagues are trained to find a weekly payment that is affordable and only when we are satisfied will it be approved. We can search out the most suitable deal, such as a lower cost item.

But we know that unexpected problems can arise – which is why we are here to talk to people and work hard at helping them get back on track. Thanks to our flexible agreements, and our commitment to what regulators call forbearance, we can find a solution to prevent a temporary difficulty becoming a more serious issue.

You can find example of ways in which we have solved some of our customers’ payment problems on our dedicated Forbearance Options page.

Regulation and Best Practice

BrightHouse is regulated by the FCA and is an active member of the FLA.

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Helping Customers in Difficulty

We are always here to help. Some helpful links and top tips to tackle debt. 

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Forbearance Options

We have developed a range of ways to help if customers fall behind with their payments. 

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