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This is my first post and I was wondering if anybody could help me with some advice.


I recently fell into financial difficulties and have fallen behind with my payments to Brighthouse.


A staff member of Brighthouse visited my home and I told them I would prefer to discuss my account in writing and not at the doorstep. She never said anymore and just left.


She came a second time and I told her that I was withdrawing her implied rights of access and asked her to leave. I video recorded this visit. She left and I thought she would have got the message that I won't discuss my account at the door.


Now she has called around again and I was out. But she left a card through the door. I have a feeling she will be back.


I don't know if she is breaking the law by ignoring my request for her to not visit my property.


Does anybody have any suggestions.



Thank you

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I would suggest you write to their Head/Registered office - you have made it quite clear you will only deal with situation in writing, so this continued popping up on your doorstep amounts to harrassment.


You should mark your letter Formal Complaint.


Irrespective of hte above, you are going to have to deal with any arrears - it might be worth deciding how you are able to do this and include it in your complaint.

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Thank you citizenB.



Yes of course, I am happy to arrange something with them to sort out the missed payments.



However, I also think it is wrong of them to continue to visit when I have said I will deal with the problem in writing.



Anyway, I will continue to record any further visits and will take your advice of firing of a letter of complaint.




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Good Morning bally70,


At BrightHouse we always try to contact customers in writing and by telephone to discuss and agree the way forward. However, if we are unable to make contact with a customer, one of our employees may arrange a home visit to discuss the customer’s circumstances and agree on a course of action to help get things back on track.


Please note we respect your wishes of no contact by phone or door step visits regarding your account and we can arrange to contact you in writing regarding your account. In order to arrange this, please send us a written request with your account details to [email protected] quoting your reference F0702979.


Alternatively, you may write to us at:


BrightHouse Customer Relations

5 Hercules Way

Leavesden Park


WD25 7GS


I would like to take this opportuntiy to advise that we appreciate that our customers’ circumstances may change at any time. In order to make our customers experience with BrightHouse as smooth as possible; we take each customers circumstances into consideration and are committed to assisting all customers through any financial difficulties.


In order to assist you, we do have options which may help lessen your payments and if you are in financial difficulty and struggling to make payment, you should contact your store as soon as possible to discuss these options further. There’s a lot we can do to help and we want to work with you to find a solution that fits with your circumstances.


Alternatively, If you would like to talk to somebody about this, please contact our Customer Relations team on 0800 526 069 or email us at [email protected].


Many Thanks




Web Relations Team

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Jason... Visits are unacceptable in my view. We already have these threats from Debt Collectors, MMF, Scotcall, the list goes on.

Its not hard to do it in writing ... Simple...


We could do with some help from you.


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Receptaculum Ignis


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hi bally,

yes, do record any further visits. if Brighthouse are stupid enough to ignore your request for visits then at least you have evidence of this.


do you have any insurances you can reclaim from them? such as optional service cover and/or damage liability cover? if you do have insurances and reclaim them, then this could negate your arrears.

If I've given you advice, then it is just my thoughts / opinions - doesn't mean I am right!

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