Good Morning johnboy2010, As this is a public forum, I ask that you contact our Customer Relations Department. I see from your previous posts that you have been in contact but we would like to confirm that we are aware of your situation and aim to help in resolving the issues of your complaint. Once we have been able to establish your account details, we will help you in any way we can and will be able to advise you of your options. We aim to offer help and support in managing your account and have many options available for such a situation. I would encourage you to consider contacting our Customer Relations Team again on 0800 526 069 as this would allow for us to discuss your concerns with you directly and allow for a speedier resolution. Many Thanks, Rahul (Web Relations Team)

Hi Tracyab1972, Apologies for the delay in our response. It is standard process for us not to retain contracts for more than 6 years however by submitting a SAR we will be able to send you copies of anything we do have on file within that time period. I also thought it would be useful to advise you that BrightHouse has never sold PPI as a financial product. If you have any further questions please do not hesitate to contact us on 0800 526 029 where we will be happy to assist you Best Regards Rahul Web Relations Team

Hi, I am so sorry that you did not get the customer service that we pride ourselves on, I would like the opportunity to investigate this for you, can you please contact our head office on 0800526069 or alternatively email our customer relations department at: [email protected] with your post code, full name, date of birth and local store please. I would advise that when you do contact our head office please reference your CAG reference number which is 324750, furthering this, if you chose that email is your best form of contact please put your reference number in the subject box. Thank you. Rahul (Web Relations Team)

Good Morning Sir/Madam, as this is a public forum, I ask that you email (quoting your CAG icon reference in the subject line which is 324644). Once we have been able to establish your account details, we will help you in any way we can and will be able to advise you of your options. Alternatively, I would encourage you to consider contacting our Customer Relations Team on 0800 526 069 as this would allow for us to discuss your concerns with you directly and allow for a speedier resolution. Again you can quote the six digit reference and we will be able to assist you immediately. Thank you Many Thanks, Rahul (Web Relations Team)

Good Morning, as this is a public forum, I ask that you email or call (quoting your CAG reference in the subject line which is 322720). Once we have been able to establish your account details, we will help you in any way we can and will be able to advise you of your options. Alternatively, I would encourage you to consider contacting our Customer Relations Team on 0800 526 069 as this would allow for us to discuss your concerns with you directly and allow for a speedier resolution. Many Thanks, Rahul (Web Relations Team)

Hi, That is no problem. I will make sure a formal letter is written to yourself today with all the information you have asked for. Rahul (Web Relations Team)

Hi David, I can confirm that we will write you a formal letter explaining all the information you have provided within your email to us . If you do have further questions please do not hesitate to contact us here at head office and we will be willing to help you. Kind Regards Rahul (Web Relations Team)

Hi, Thank you for getting in touch, in order to clarify the payment terms can you please contact us on 0800526069 or alternatively emails at [email protected] with your local store, post code, full name and date of birth please so that I can locate your details. If you do email us please quote your CAG reference number 318100 so that we can locate your details. Rahul (Web Relations Team)

Hi David, Thank you for getting in touch, I would like the opportunity to look into this further for you however I do require further information. Can you please contact our head office on 0800526069 or alternatively email us at [email protected] with your date of birth, post code, full name and local store quoting your CAG reference number ( 317224 ) in the subject box. Regards Rahul (Web Relations Team)

Hi, I have located your details and has escalated your issue to the regional manager, please be advised it can take up to 48 hours to receive a response. ^ Rahul (Web Relations Team)

Hi, Thank you for the further information you have provided, however, in order to resolve this for you, I would require your details so that I can locate you on our system. Can you please contact our customer relations team on 0800526069 or alternatively email our customer relations team on the email address I provided earlier quoting your CAG reference number 313023. Jason (Web Relations Team)

Hi, Thank you for your post, can you please contact our customer relations department on 0800526069 or alternatively email us at [email protected]. I would like the opportunity to investigate this for you, therefore to reduce the length of time it takes to locate your details; if you choose to email us please provide your local store, post code, full name and date of birth. Regards ^Rahul (Web Relations Team)

Hi, I would like the opportunity to look into this for you, can you please contact our customer relations team on 0800526069 or alternatively email us at customer. [email protected], however, I would ask if you do email us please add your date of birth, post code, full name and local store please so that we are able to locate your details. ^Rahul (Web Relations Team)

Good Morning, I would like the opportunity to look into this for you, can you please contact our customer relations team on 0800526069 or alternatively email us at [email protected]. I look forward to your response. Kind Regards Rahul (BrightHouse Customer Relations Web Team)

Good Morning, I hope you had a great festive period, may I please ask you to contact our customer relations department on 0800526069 so that we can look into this for you. Alternatively please email [email protected]. I look forward to hearing from you. Kind Regards Rahul (BrightHouse Customer Relations Web Team)

Dear Steven, Thank you for your feedback. Sorry to hear you haven't received our response to your emails. We have sent you an email with regards to your queries. Please check your inbox for this. Alternatively, if you haven't received our response please contact our Customer Relations Team on 0800 526 069 and we will be able to go through this with you or arrange for it to be re-sent to you. Kind regards, Ella Customer Relations Representative

Hello Claire0o0, Firstly I would like to take the opportunity to sincerely apologize for the experience you have had with us. We can understand your circumstances and would be more than happy to assist you. Usually in such instances, your local store is the best point of contact as they have several forbearance tools to help bring your account up to date, whilst taking into consideration your change in circumstance to help with your financial situation. A list of our forbearance options include: 1.Commitment - When a Customer has missed their weekly payment and ‘commits’ to bringing their agreement back on track by an agreed date. 2.Rewrite - When a Customer’s arrears are added to the end of their agreement. This may be one agreement or multiple agreements. 3.Breathing Space – When a customer advises they are in financial difficulty and are actively seeking independent financial advice. Can be for a period of up to 28 days. 4.Product Substitution – When a customer returns their current product and substitutes it for a product with a lower weekly payment. 5.Write off – When a customer is experiencing severe financial difficulty and all other forbearance options have been exhausted. 6.Product Return – All customers have the option of returning their product, at any time, without penalty. Please allow us the opportunity to help by contacting your local store. If for any reason you feel that you are not satisfied with our service, please feel free to contact our Customer Relations team on 0800 526 069, so we can look into this for you. Kind Regards Sunpreet

Good Morning Ds23, As this is a public forum, I ask that you email [email protected] (quoting your CAG reference in the subject line which is 274235). Once we have been able to establish your account details, we will help you in any way we can and will be able to advise you of your options. Alternatively, I would encourage you to consider contacting our Customer Relations Team on 0800 526 069 as this would allow for us to discuss your concerns with you directly and allow for a speedier resolution. Many Thanks Rahul(Web Relations Team)

Good morning MrsNimm, Thank you for your post. I’m sorry to hear that something has happened to your Macbook. With the information you have provided I have been able to speak to the Saltcoats store and locate your account. Under the terms and conditions of your insurance cover: “We (BrightHouse) agree to be responsible for any loss arising from the theft of the goods or any loss or damage to any of them caused by fire or accident whilst the goods are: Kept in the premises In transit, in your personal custody, between BrightHouse locations and the premises or for portable electronic equipment only whilst they are temporarily removed from the Premises but remain in England, Scotland or Wales.” This basically means as long as the goods are in your possession you are covered for mobile electronics, such as the Macbook, if they are lost through theft, accidental damage or fire. However you are not covered if the product is just simply lost. I have spoken to the Manger of the Saltcoats store and they have agreed to contact you shortly to discuss what can be done to help you. I hope we are able to resolve this for you, however if you have any further questions, please reply in this thread or alternatively contact our Customer Relations team on 0800 526 069. Many thanks Jason BrightHouse Web Relations Team

Good afternoon BackOnTrack8, Thank you for updating your post. I note you have advised that you have resent your letter – as previously advised, as this is an anonymous forum, I cannot see your account details and therefore cannot confirm if we have received your previous letter nor advise as to when we receive your resent one. I understand others in this thread have stated you should only contact BrightHouse in writing, however I would like to again advise that if you contact our Customer Relations team on 0800 526 069, we can locate your account details and try to help you – we cannot try to help if we are unable to confirm who you are. Many thanks, Jason Web Relations Team BrightHouse

Good afternoon BackOnTrack8, Thank you for your post. I am truly sorry to hear about the difficulties you are currently experiencing. We do appreciate that peoples circumstances can change and we will try to help them when we can. When people advise us that they are in financial difficulties, we have a few options that we can offer to try and help them; however we would need to discuss with you which of these options would be able to help best. I hope you can appreciate that as this is an anonymous forum, I am unable to see any of your details and therefore cannot confirm whether we have received your letter or not. So we can try to help you, I kindly request you contact our Customer Relations team on 0800 526 069 and quote reference number 269384. We will then be able to find your account details and discuss how we will be able to best help you. Many thanks, Jason Web Relations Team BrightHouse

Good afternoon Jane0o0, Thank you for updating your post, although I am sorry to hear that your issue has not yet been resolved. I have updated your complaint log accordingly and requested that the Regional Manager contact you again to discuss your concerns. When they contact you, please be open and honest about your situation, if you feel that your lowered weekly payment will still cause you financial difficulties, then please advise as such – they can only truly help if you are honest with them. Many thanks, Jason Web Relations Team BrightHouse

Hi stew1970, Thank you for your post. I am sorry to hear about the difficulties you are currently experiencing. We do appreciate that peoples circumstances can change and we will try to help them when we can. When people advise us that they are in financial difficulties, we have a few options that we can offer to try and help them: • Pick up and Hold – A customer can surrender the goods to their store for an agreed period, during which time no payment is due, they may then resume the agreement if and when their finances improve. • Alternative Product – A customer can surrender the goods and discuss with their store the possibility of taking alternative items within the same product range, but at a lower weekly payment. • Returnability – A customer can return an item with nothing to pay, any arrears would be cleared and the agreement then terminated. Obliviously we never like to lose a customer, but we do understand sometimes this may be the best option for them. So we can help you, I kindly request you contact our Customer Relations team on 0800 526 069 and quote reference number 269345. We will then be able to find your account details and discuss how we will be able to best help you. Many thanks, Jason Web Relations Team BrightHouse

Good Morning Suzi1981, Thank you very much for bringing this to our attention. Firstly i would like to apologise that you have not been given a replacement phone. I am eager to look into this for you, because this is an anonymous forum, I am unable to see any of your account details, therefore I ask that you email [email protected] (quoting your CAG Reference:263682 in the subject line). Once we have been able to establish your account details, we will help you in any way we can and will be able to advise you of your options. Alternatively, I would encourage you to consider contacting our Customer Relations Team on 0800 526 069 as this would allow for us to discuss your concerns with you directly and allow for a speedier resolution. Many Thanks Jason Web Relations Team

Good Morning Jane0o0;4890291, Thank you for getting in touch with us regarding your concerns and change in financial situation. I would like to reassure you that our company policy is that our staff will never enter a customer’s home unless invited to do so by the customer. We always take any incidents involving the conduct of our staff very seriously so should you have any particular concerns, we will be able to assist with putting in place measures to resolve this. I would like to also assure you that we appreciate our customers’ circumstances may change and are committed to assisting our customers through any financial difficulties. If your BrightHouse account is in arrears, we’ll listen to your individual circumstances and then agree on the best course of action to help you get back on track. We do have a number of options which may help lessen your payments and we are keen to assist you and discuss the options available to help bring your account back on track. Because this is an anonymous forum, I am unable to see any of your account details, therefore I ask that you email [email protected] (quoting your CAG Reference:263479 in the subject line). Once we have been able to establish your account details, we will help you in any way we can and will be able to advise you of your options. Alternatively, I would encourage you to consider contacting our Customer Relations Team on 0800 526 069 as this would allow for us to discuss your concerns with you directly and allow for a speedier resolution. Many Thanks Web Relations Team