Electrical lender faces almost £15m payout over hire agreements

Rent-to-own firm BrightHouse has agreed to pay out £14.8 million in redress to 249,000 customers after the financial watchdog found it did not act as a “responsible lender”.

The compensation is linked to 384,000 customer lending agreements which “may not have been affordable” and payments “which should have been refunded”, the Financial Conduct Authority (FCA) said.

BrightHouse, which provides household goods to customers on hire purchase agreements, has been working with the FCA since 2014 after the watchdog identified the firm’s lending assessment and collections processes fell short of its expectations.

The FCA said the group “did not always deliver good outcomes for customers, particularly those who were at a higher risk of falling into financial difficulty”. BrightHouse has “identified customers that may have been treated unfairly where its processes fell short of FCA expectations” and has committed to “putting things right”.

Where it is determined customers were not assessed properly at the outset of the loan and may have had difficulty making payments, and providing they handed back the goods, BrightHouse will be paid back the interest and fees charged under the agreement, plus compensatory interest of 8%.

Customers who retained the goods will have their balances written off. This part of the redress totals around £10.1m for 114,000 agreements entered into between April 1 2014 and September 30 2016, covering 81,000 customers.

Those customers who made the first payment due under an agreement with the firm which was cancelled prior to the delivery of the goods will be refunded by BrightHouse plus receive compensatory interest of 8%.

This redress totals around £4.7m for 270,000 agreements entered into after April 1 2010 covering 181,000 customers.

BrightHouse will write to all affected customers.