Good idea - but I'm trying to keep things sweet at the moment (even though its really hard). Once this is all cleared up, I will tell them about this site - let them know that people know what BH are really like!! I will also tell them this is where I got most of my info and to watch out for Lefty!

Ok, well BH have made it clear today that they are not going to do anything. She asked for the details of the person I spoke to at Consumer Group (not that they will speak to BH). Anyway, I have contacted Consumer Group today and they are passing all details on to Trading Standards. Should hear from them in a couple of days. In the meantime, I'm still sat here with a broken television.

Thanks. How about something along the lines of: Dear Ms Healey Thank you for your letter dated 24th October 2004. Please could you reply with some reassurance that this issue will be dealt with promptly. I am continuing to make payments, as per my agreement, and would appreciate the knowledge that this will be resolved as soon as possible. I have made two payments so far against the agreement, but am disheartened that I am paying for a product that is not in working order. I would be grateful if you could contact me, by letter, within the next five days. Thanking you in advance Please feel free to make changes as you see fit.

Everyone seems to have disappeared..... I'm still not sure what I should do (see above post). Oh, and I sent a very polite email to Anne Healey asking for the letter to be re-sent on letterhead paper and with a signature. I received this the day after

Well, I am in shock today. Got home from work and a letter had arrived from Brighthouse (dated 24/10/08.) It says the following: Thank you for you letter, received in our office on 24/10/2008 We are sorry to learn that you have been dissatisfied with the service we have provided and confirm that we will be conducting a thorough investigation into your concerns. Once we have completed this, we will write to you again. In the meantime, if you have any queries, please do not hesitate to contact us on 0800 *** ***. This is from Anne Healey - although she has not signed the letter (making it non-legal binding I guess). So, what should I do? Sit and wait, or speak to Anne? Need some advice here.....

Thats just the OSC letter - which I have sent today btw.

Do I just walk into the branch with the letter I have from my insurance company which states that HP items ARE covered by my policy?

Trading standards told me to give them 7 days - i just forgot to change that bit on the template

I sent the letters on the 21st October - today was the 7th, and final day, that they had to respond. Not to shock anyone here - but they DID NOT reply. Hmmm....will be on the phone again to trading standards tomorrow to see where I go from here.

So if I were to contact Head Office, explain I'm paid monthly, and that I would like to pay this way (always keeping account in credit), then they may agree. It would be so much easier for me to do it this way.

Either BH have changed their policy or the store I deal with are just telling me this......I kind of figured that BH could not take my yellow money at the time it happened, but, like I said, it's not worth the hassle of reclaiming it to just end up in arrears. They have the customer on this one.

With the yellow money - when it gets to £10 we take it out and put it towards the weekly payment. I know from experience though, that if you miss a payment on the Saturday, they will use whatever you have in your yellow money to pay the overdue fees. I thought this unfair as the money in the Yellow money belongs to me - not BH. I tried to argue this but to no avail. I am new to this forum, however, and I've read lots of handy hints/horror stories, and I think you are right - I will more than likely withdraw what money I have in yellow money and stop any future payments into it. Do BH gain an advantage from people putting money into it (other than taking it off you after late payment. posted this before seeing PJ's reply. They will not let you pay more than a week in advance (this is my experience anyway). As we have only been late once, they don't make money from us from late payments, so I am guessing that this is the norm. They will, however, let you make the weekly payment and put, say, 4 weeks money, into the yellow money. You then have to phone them by the following Saturday to give them permission to take the money from the yellow money to pay that week (which is strange, as they didn't need my permission to take the overdue fees). If you forget/are on holiday etc, you will be charged for late payment. We had this problem when we went on holiday for 2 weeks in May - we had to give the money to a friend and ask them to make payments for us (as we were abroad, we were not wanting the hassle of phoning them on the Saturday). This may just be the store where my account is - who knows? Sorry this is long winded.

So, in effect, i paid one weeks premiums for no reason (although every week I am paying them seems to be for no reason - OSC and DLC ) Should look in to it really. However, i don't think it will be worth the battle to try an re-claim the unfair charges but it is something I will bear in mind if we ever do fall behind....it'll be interesting to hear what they will have to say.

My account is up to date, so I take it the OSC is valid. As for yellow money only 32p goes into it. ps - we have tried in the past to pay a full months (as i am monthly paid), but they wouldn't allow us to do this. We offered 5 weeks payment on the 10th of May followed by another 4 weeks on the 10th June. They said weekly pay only.

Just a quick one - A few weeks ago we were unable to make the payment on the Saturday (because of work - not financial reasons). I contacted them and explained we would be in first thing Monday morning to pay. This was not acceptable though and they told us we would have to make two weeks payments. However, I went in on Monday anyway, paid one weeks money into the yellow money, then paid as normal on the following Friday. Anyway, i digress, what i want to know is that because of this is the OSC i have (forcefully) on two items now invalid?

I've also been fed the bulls**t about not being able to cancel my DLC and OSC -i know better now and will be sending letters (courtesy of Lefty) first thing tomorrow. p.s. Good luck Lefty - rather you than me

Well - the letters i sent have been signed for. At least I know they have them. Now I am just counting down the days for them to respond. Have not built my hopes up for this one though.....

This is unbelievable!!! Keep us up to date

I have sent a letter based upon this template (sent to me by Consumer Direct) Date……. Owner / Manager's name (or The Manager) Retailer’s name Retailer’s address Retailer’s postcode Dear [Qwner/ Manager’s name or Sir/Madam] Account No……………. Supply of Goods (Implied Terms) Act 1973 (as amended) On [insert date], I entered into a Hire Purchase agreement with you for [enter details of goods] from [insert suppliers details]. The following problems have arisen: [Give brief outline of problem and any action taken] I understand that under the above legislation, it is your responsibility to resolve the matter and would therefore ask that this is done within the next 14 days. Yours sincerely / Yours faithfully [Name] I was advised to send it recorded delivery (which I have) and have sent copies to Head Office and our local branch. Will keep you posted on what happens next....

Please can someone help. We got a television from Brighthouse in January 2007 but did not take out OSC. The television has now developed a fault and no longer works. After speaking to various people within Brighthouse I have been told that there is nothing they will do as i do not have OSC. I thought that this being a HP agreement, that they would be responsible for the repair of the goods for as long as i am still paying into the agreement. The tv costs over £1200. Also, when i told them that i expected the tv to last more than 18 months - i was told that was a reasonable time! Has any one else had a problem like this, and if so, where do i go from here. I am also expected to pay for the item in full - even though it does not work. I can't just stop paying for it as i have 3 other agreements.