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  1. Hi all, i'm contacting you on behalf of my Sister who's got in to financial trouble with Brighthouse through no fault of her own and is now unable to pay them but doesn't want to hand back the items as they've paid a fair bit off of them! Now, they've been with them for about 6 years and I have all of the contracts available to me I'm hoping that the SAR shouldn't be needed and I can proceed with a claim on their behalf. I'm just wondering if anyone can point me in the right direction on what to write to them, what to put in the letter and where to send it? To be honest i'm annoyed as hell at Brighthouse as they've let my Sister get in to this situation without any regard to her being on benefits and issues with benefit caps, rent, the lot as just last year they allowed them to walk out of the store with around £70 p.w worth of debt including the OSC & DLC, all within a month or so of each other and 2 of the items on the same day! I'm hoping that with any refund of OSC & DLC that they get 'should' clear their outstanding debts with Brighthouse and also possibly give them a little cash to help them with rent issues they're having as well. My Sister did have a company called [removed] dealing with the case but they dropped them sometime last year after Brighthouse called them to say that they were a cowboy firm and would stitch them up - my Sister didn't carry on with the claim now because of financial difficulty i've decided to step in and help them as much as possible to claim back what's rightfully theirs because then my Sister knows that no matter what Brighthouse say i'm not going to stitch her up and am acting in their best interests. If someone could point me in the right direction towards what to do next or to point me towards any templates i'd appreciate it. I will also be applying for all their late fee's to be paid back to them also if this is possible although I feel that the amount they've paid on OSC & DLC is an extortionate amount for which they'd be happy enough with if returned to them. Just a little update, the agreements she has (there's 12 of them) for both OSC & DLC total £3729.70 and the DLC alone is nearly £2499! I've noticed though on 1 of their agreements for the TV that's been paid off fully that there is no mention of OSC or DLC whereas ALL other agreements do either mention both or at least DLC so we're at a loss as to why that is as the agreement was taken out in 2015 and they had other agreements before and after that date which had both OSC & DLC included in the breakdown! Considering it was a 47" smart 3D TV I find it very strange to say the least so it's very possible I might have to SAR them to get the relevant info. On the agreements which only have DLC mentioned there is no breakdown of the OSC i'm unable to work that out, does anyone have any idea on how to do this from the agreement totals or similar? I also can't get my head around how to apply the 8% interest to the claimed amount because agreements were taken out over a 6 year period so obviously some items will have 5 years @ 8%, some at 4 years @ 8% and so on I don't want to get that wrong when trying to claim against them and having them laugh at me for asking for too much in that regard! Any help would be appreciated as i'm going alone on this mission at the moment! Thanks - Another thing I noticed is that their interest rates are all over the place! I've seen 29.9%, 64.7% and more recently 99.9% APR rates, i'm guessing some of these are hidden 'service' charges and I have no idea how to break them down as there's nothing stated in regards to the extra services! Any ideas anyone?
  2. First of all, if you are a Brighthouse customer and you are reading this then... WHAT ARE YOU DOING? But seriously... Once again Brighthouse has messed around with its insurances and changed to "Brightcare" We take a deeper look into it - Are you finally getting a fair deal? Answer - NO But something you should be aware off... Finally its optional! You can remove it! So it means you can cut your bill right down - And not take it at all. However Brighthouse claim that their products must be insured under the agreement. So why not consider home and contents insurance? Itll be a hell of a lot more cheaper. It does make you wonder on this... They've gone through 3 changes in nearly 2 years and thats just ones FKO been able to count. The firm is under increasing pressure to perform and its rapidly losing ground with its investors but looks to be on track to get FULL FCA Authorisation. Like Pay Day Loans, there is a market for this, but it needs to be reduced as BH was using its customer base as a Cash Cow.
  3. Hi i have 2 items with brighthouse that cost 18.40 a week (including osc which after reading this forum i understand i didnt have to take out despite them insisting on it) the account should have been paid on saturday just gone but due to unforeseen circumstances i am unable to make a payment until next tuesday which will make it 2 weeks in arrears the following saturday. I have had a shop manager on my doorstep today telling me that if i dont pay by 12pm tomorrow (thursday 17th jan) that they will be taking my goods. in my contract it states in the repossession part if you do not keep your side of the agreement but you have paid at least one third of the total amount payable under this agreement, that is 438.88 we may not take back the goods against your wished unless we get a court order i have paid this amount and more. when i said this to the manager he told me that because it was worded "may not" instead of "can not" then he could take the goods with out a court order. am i right in thinking this is a load of tosh? i have told him the date i can pay it but hes being very arrogant about it and id like to know my rights in this as it all seems a bit wrong. Ive not received any letters or a default notice in writing only him phoning me but i missed his call and him on my doorstep. when he undoubtedly turns up to try and collect the goods do i have to let him into the property? thanks in advance
  4. Hi all, Im finding it hard to follow the existing threads so i thought it easier to create my own. Ive been with BH for several years now and on every contract i was told i had to have OSC. Have people been successful in reclaiming? What are my first steps? i keep seeing the word SAR floating about ... do i need one of these, i dont have all my original paperwork. Thanks for your help oh also, I finished paying for a tv last november, it had been in for repair whilst being paid for and a few weeks after i had finished paying for it the fault reoccured, so i took out the extended cover for the tv with brighthouse and booked it in for repair. This was in november and they left me with a tv that i have to say i am in love with lol, anyways can i just keep this one now since its been quite a few months
  5. I have a sofa with BH and I am interested in reclaiming the Osc and DLC that I am currently paying . I know I have to send SAR but what do I do next , send a claim letter requesting refund back? Can someone guide me to all the template letters I will need ..I did my bank charges some long time ago, is it the same way? All I'm seeing on here is people saying send SAR but not what to do next after having received all the info back from head office Thank you
  6. a year ago we had got one of the new free range cookers from brighthouse but recently the pan storage door kept popping off and we got fed up called the engineer out who came on Saturday i thought would been an easy fix to replace the rivets but was shocked to find out the engineer saying it can not be fixed so they gave us 2 options which in reality enraged me when he left we spoke to the manager of the local store they want to write the cooker off scrap it and they will claim their money back via the insurance they were ever so nice though and offered to collect it asap lol but the situation i am in with having children thats not a viable option meant we would be without a cooker unless we took out a whole brand new contract starting from scratch which meant we would lose the years payments we made well over 800 quid 2nd option was to live with it and not worry about the door keep falling off lol and they would generously deduct 10 weeks off the overall contract ( big wow ) but what had me confused as we all insured via the dlc and osc on their osc doc it claims they aim to repair or replace an item quickly
  7. I've just found this line in another thread : It was not until I pointed out that she was RENTING the items until they were paid for, they were obliged to repair or replace with an equivalent item before the rental term expired Does that mean that even without OSC they HAVE to repair/replace should it become faulty, within the time that the agreement is being paid for .. essentially saying OSC is a waste of time (and hence why it can be reclaimed). On a side note, my partner bought a "Used" Fridge Freezer, was told she HAD to have OSC (Mis-selling!) and the thing was dented and knocked to hell. Also she bought a "NEW" tumble dryer (and it says on the contract NEW), but what was delivered was a shop-floor model, complete with no manual, wrapped in film and had the sticker ripped off the inside of the door frame. They weren't bothered that it was a shop-floor model, simply stated that "within 14 days it's still classed as new" despite the fact I questioned them on the fact what if some kid had spat inside the drum ... it's not beyond the realms of possibility. I shall name this fantastic store as SKELMERSDALE in Lancashire. On two hits have they screwed my partner over.
  8. Hi everyone. Just after some advice about how to reclaim the OSC on a TV I've got from Perfect Home. I took the agreement out in January 2010. I requested an up to date statement of my account which arrived in the post on Saturday, and immediately noticed that I have been paying OSC for the last 3 years, despite the fact that I clearly asked for it to be removed. When I spoke to the staff at PH, they said that because I've paid the OSC for the last 3 years without question, I don't have a leg to stand on. Where do I go from here?
  9. Hi me and my partner have an account with brighthouse but i have been looking on here about the osc and dlc i now understand we dont need the osc but do we really need the dlc and if not how can i stop it ?
  10. Good afternoon all. Just a quick run down of the problem I'm facing at the moment. I have been going over various posts on the forum and just want a few things clarified before I go any further. Firstly I will start by saying I am currently 2 weeks in arrears with Brighthouse. At the moment, the total cost of my agreements (including OSC) comes to £31.45. When I call up at the end of the month to make a payment, am I right to object to paying the OSC? They will charge me a Late Payment charge of £4.50 per item (£18 per week). As far as I am aware, the OSC renews each week a payment is made, so being in arrears therefore means the OSC should NOT be included in the payment I make at the end of the month, is that correct? My next question is, how do I go about cancelling OSC? I do not have home insurance, Brighthouse have stated to me that unless I have home contents insurance to cover the items, I have no choice but to take the OSC. Is this correct? Lastly, the late payment charges that are applicable to my 2 weeks arrears, can they lawfully be justified by Brighthouse, or can I contest this when I phone up? Thank you for you help much in advance!
  11. Just a heads up. As the title says really just been into store to pay off an agreement we have with them at long last and found out that there new scheme started today which has now pushed them from plain expensive to extortionate especially if you never used to take DLA or OSC with them The APR rate has increased a whopping 40% to 69.9% on the new agreements that now have everything included which is allegedly better for the customer we were told. Not sure how this works with regards to being sold cover and insurance which customers do not want or need in place. Glad to be rid of them at long last.
  12. I have two items with bright house that only have a few weeks to run , I have OSC on both these , I have been looking through some of the posts on here and as I understand it , if I am late with my payment which I have been on many occasion then the OSC should have ceased unless I was asked if I wanted it reinstated??? I this correct, plus it was never really explained to me what it was for I was just asked to tick boxes and stick my initials at the side , could I cancel the payments and ask for them to be refunded? if so how do I go about it?
  13. Hi, I've seen similar threads here but I'm still really confused on what to do! I had an Xbox 360 from brighthouse for my son which I paid for from June 2011 through till July 2012. I tried to take in my contents insurance so I wouldn't have to pay their DLC, but to no avail. After scrutinizing my policy for 30 mins, which even included a phone call to my bank who the insurance was with, the lady said that I hadn't brought enough info. Since then I took out a Desktop/Monitor from them for my children's schoolwork. The agreement for these items started on 30th November 2011 for 104 weeks, so they're due to finish in November later this year. As I've moved house I can't find any original agreements which I signed, all I have is my annual credit statement for the two live items. For the desktop the amount I've paid each week is £11.47, however without the OSC/DLC it would have only been £6.48. With the monitor I've been paying £4.80 a week, which would have only been £2.71 per week without the OSC/DLC. As the Xbox has been paid off, I have no paperwork for this. Can I still claim back? I've looked up the SAR template letter but it's a bit confusing. I don't have an account/reference number for myself, but for the actual items I've had. So how would I go about getting the information for the xbox? And would the change of my address reflect on the account for the xbox considering I moved house after that was all paid off? Thanks for any help you can provide!
  14. We are currently paying BH £130 a week (TV, washer, sofa, laptop and fridge freezer), I have worked out that in OSC we are paying a whopping £18.95 a WEEK! I have read we don't need this as everything comes with a warranty, which it does as TV, washer and fridge freezer all came with them from the manufacturer. Plus the £9.08 a week for DLC. We don't have home contents insurance, and were told we need DLC because of this, also we were misled in to accepting the OSC on everything. I know we can cancel the OSC, but can we cancel the DLC as well? And can we claim back everything we have paid in regards to both? If we do cancel them (or just the OSC) and claim everything back, is it likely BH will terminate our contracts and want the items back? Any advice is really appreciated! Thanks!
  15. My wife and I bought a Victoria Snuggle suite from these people. Problems from day one. Iv'e had it nearly 3yrs now and have been waiting 10 months for a replacement chair. They sent me one on Tuesday and this one has been bodged up. It's got a cut in the back and hole in the arm. The actual cusion doesn't even fit on the base properly.Nearly £450 in OSC for this CRAP service.
  16. Hi, I am looking for some help/advice... Currently I have three items from Bright House two of which have OSC applied. Currently I am having serious problems with them and I am looking for ways to get them back for the shoddy customer service and utter shambles of staff attitude toward complaints. Now having looked into this I am now aware that OSC should not have been automatically applied and I was told at the time of signing all this was necessary due to the value of the items I took out and was only optional on lower value items... this now appears to be lies.. At the time of signing both my self and my son was present, now I can back up the claim on item value as after arguing on 2 other items that are low value they agreed to take it off. Also when purchasing the iPad I was told it was needed and would benefit me as when they had an iPad 2 they would automatically upgrade me! never happened. I maintain at no point was I told this was optional ... What I would like to happen is get refunded for the payments of OSC as to me it was lies and mis-selling, I am just at a loss as to where to start?? I have not cancelled the OSC yet as I am afraid it will effect the contracts and my chances of a refund... Thanks for any advice.
  17. Hi. I've been a long term customer of Brighthouse and 6 weeks i took out a new agreement for a phone. this is the first agreement i have taken out in 2 years. When i was looking at the site last night i noticed that the price the price of the phone and when i did the maths i was paying the osc. when i took out this agreement i was not asked if i wanted osc and i did not even know i was paying for it until last night. Where do i stand on cancelling this? My weekly payment is due tomoroow and to be honest i do not see why i should have to pay another payment on the osc tomorrow when i was not even told it was on my new agreement as all i have read has said that i have to give 7 days notice, which means i got to pay this osc tomorrow. I think this was put on my agreement fraudently as i was not told this was added onto this agreement. Am i right? thanks in advance
  18. Can i claim back my OSC as i was told i need it and the guy who sold it to me has now been sacked for mis-selling OCS. ive tried ringing and going in but 'theres nothing they can do' all they can do is take off my OSC. ive even spoke to the regional manager and he said the same, here the email i sent to the financial ombudsman, see if they can help me and see if theres anything else i can do to get it back, thanks for your help in advance. To Whom it may concern, I have purchased 3 items from the company Brighthouse who are a trading company of Caversham Finance Ltd. When i went to the store in Lincoln i the first purchase i made was a 3seater and a 2seater settee. The company provide the items on a rent to buy basis, also i would need to take out there DLC (damage liability cover) and there OSC (optional service cover). i questioned the OSC and the person who sold me the item told me that i wouldn't be able to have the item if i didn't take out BOTH of these extras which made my bill double every week, (this person has since been sacked for this exact reason the store manager told me, but the regional manager told me other wise). I decided to take out the contract still as my family needed a new suite for our living room and we couldn't afford to buy one out right. Since buying the item i have finished paying all my payments and have purchased 2 new items one when i was a little bit of the way through that I'm still paying and one when ide finished paying the suit off and still paying, a new 37 inch TV and a kinect for my Xbox 360. When purchasing these items i was also told i NEED the DLC and the OSC. After reading a few things online i have since realised that i didn't have to pay either for the first year as i would have a manufactures warranty on my items for the first year. Since reading this i have contacted there head office and put in a complaint to the customer relations department, they told me i would receive a telephone call off the regional manager within 48 hours, this didn't happen. this happened 9 days later, today, this is the first time he has contact me after i emailing and phoning since Thursday last week , i got a letter confirming he would ring me with 48 hours from 13th September . i went into the store yesterday, which was Friday 21st September and they said they would contact the regional manager and get him to call me but he doesn't work Saturdays, i find this hard to believe as its Saturday 22nd September today and he rang me today for the first time. i have heard of people trying to get all there OSC payments back so i will be trying to get mine back. i understand that the DLC would be needed unless i have contents insurance for my home which i don't have. i have also read my agreement and noticed that it says that they cannot come and take my items away without a court order if i have paid more than a third so with this in mind I've told them I'm going to keep my items and not pay any more off my bill until i have been refunded all of my OSC payments. the regional manager said that there was nothing that he could do even though the store manager said that they person who sold me them had been sacked for miss-selling OSC. Also i have sent my 37 inch TV in for repairs and they sent me out a 32 inch TV and i told them this isn't good enough so they sent me a 42 inch TV instead, I've also told them that I'm keeping this TV and they can keep my 37 inch TV as I've been paying my OSC on a lie for 3 years. The name of the person who sent me the letter about the telephone call conformation for the regional manager to ring me was Mr Alex Turbayne from the customer relations department and the call reference number is F0640082, the I've rang 2 or 3 times since then and sent about 4 emails too and it was 9 days and a visit to the store were i told them that i wasn't making any more payments and keeping the products i have until the regional manager rang me. i would like to know if there is anything i can you do to help me get my money back and would appreciate any help that you could give me, if you would like anymore information please contact me and i will try my best to answer you questions. i don't think the DLC is insurance, but is being sold as insurance too but haven't researched it yet but i intend too. there's some extra information on how to contact the people involved with BrightHouse. Thank you for your time, [EDIT] the settees prices: weekly payment of £11.98 + £3 OSC + £2.24 DLC = £17.22 total price £2686.32 taken out 23rd January 2010 now ended. the TV prices: weekly payment of £6.49 + £3.50 OSC + £1.50 DLC = £11.49 total price £1091.55 taken out 27th April 2010 the kinect prices: weekly payments of £5.19 + £2.80 OSC + £1.20 DLC = £9.19 total price £477.88 taken out on 19th November 2011 these are the prices that i have been paying weekly and total prices but i have finished paying my settees off now and nearly finished paying my other 2 items off now. Contact telephone bright house: Regional Manager: David Nurse (I DO HAVE THIS NUMBER BUT DONT WANT TO PUT IT ON THIS WEBSITE BUT DID SEND IT IN THE EMAIL) Lincoln Store Tel: 01522522485 Customer Relations Tel: 0800 526 069 Head Office Tel: 01923 488200 Head Office: BrightHouse Customer Relations 5 Hercules Way Leavesden Park Watford WD25 7GS
  19. Hi all, Wonder if anyone could shed a bit of light on this situation My in laws, who are in their 60's, have a washing machine from Brighthouse, which they have had for about 3 years. They have never had an annual statement in the 3 years and when they asked their local store they were fobbed off with excuses. Does anyone know how they would go about getting one of these that would cover from the period they got the washing machine til now as they have been told that the machine wont be paid off until a week before christmas which we think it longer than what it should be. They have also had a tv and a touchscreen pc in previous years, the tv went back because they missed a payment and the pc was a joke, it broke, was returned three times each time with another pc that was clearly broken and during this time they were advised not to pay as they didnt have the pc. They were told that they would only be entitled to a new working pc if they signed a new agreement with them which they didn't. With all of these items they had OSC and DLC, where do they stand with these as the have occasionally fell behind with payments and have continued to pay they're weekly payment which included these covers? Thank You
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