Brighthouse Query-DLC/OSC + odd payment schedule **WON £3468.91 thro FOS**

[mpenn]

cool how do I do that?

and then how do I get them on here?

 

Cheers

[mpenn]

Sent a Preliminary letter and Letter Before Action. Only reply was 4 weeks ago saying that they had received our complaint and would look into it. Since then nothing except do we want to take more goods out - short answer NO. So tomorrow is the 14th day of the LBA, not expecting to hear anything between now and then, so next step would be to issue Small Claims Court proceedings. Is there anything that we need to know about in filling this out as never gone down this root before. Would be grateful if someone could let me know what the next steps in the process are.

 

Cheers

 

mpenn

[Jason BrightHouse Web Rela]

Good afternoon mpenn

 

I would like to apologise if you have not received a response to the letters you have sent.

 

I have raised this with our Customer Relations Team and in order for us to resolve this matter as quickly as possible, please can you send an email confirming your details in full.

 

Please send the email to customer.relations@brighthouse.co.uk and in the subject line, please quote: CAG REFERENCE 101927.

 

Please also include the account holder information so that we can locate the account that your concerns are regarding and we will come back to you as soon as we can once we have received the details.

 

Many Thanks

 

Jason

 

Web Relations Team

[mpenn]

Jason

 

Customer Relations have had all the information in paper format and email format twice! If they can't locate the account from those then we are in a very sorry situation.

 

mpenn

[Jason BrightHouse Web Rela]

Good morning mpenn,

 

So that I can provide an update and look into the correspondence you have sent, I need to confirm your details and the account details the correspondence relates to.

 

As previously requested, if you can send an email to customer.relations@brighthouse.co.uk I can then liaise with the Customer Relations team regarding this matter.

 

To assist, please include in the email subject heading : CAG REFERENCE 101927.

 

Alternatively, you may also contact our Customer Relations Team on 0800 526 069 to verbally confirm your details and to avoid any further delays.

 

Once again I apologise for any inconvenience caused so far and we hope to hear from you soon.

 

Many Thanks

 

Jason

 

Web Relations Team

[citizenB]

mpenn, IMHO, I would send the details as requested by Jason.

 

However, I would also be inclined to allow just a further 7 days for them to resolve this to your satisfaction - enter the date by which you want their response. Mark the date on your calendar and issue the claim the day after if they have not complied.

 

You require no further excuses from them - you want a satisfactory resolution.

[mpenn]

Well they were emailed copies of the entire stuff that was sent on 26/9/14 and 17/10/14 to the customer relations email, so them asking for it to be sent again is a waste of everyone's time. It was also email to Leo McKee the CEO. To date no response from them at all so about to issue the court papers today.

[Jason BrightHouse Web Rela]

Good afternoon mpenn,

 

I just wanted to clarify that you do not need to send across everything you have done previously but so that I can provide an update or look into this matter further, I need to confirm the account details the correspondence related to.

 

As previously requested, if you can send an email to customer.relations@brighthouse.co.uk just to confirm the account holder’s details (account name, address store the account is with) I can then liaise with the Customer Relations team and come back to you as soon as I know more.

 

To ensure I receive your email and to avoid any further delays please also include in the email subject heading : CAG REFERENCE 101927.

 

Alternatively, you may also contact our Customer Relations Team on 0800 526 069 to discuss this matter further.

 

Again I would like to apologise for any inconvenience caused so far and we hope to hear from you soon.

 

Many Thanks

 

Jason

 

Web Relations Team

[mpenn]

Jason

 

Might be worth mentioning that the email you provided has a space in between Bright and House and so is not recognised. So sent to customer.relations@brighthouse.co.uk. Also advised that only email or postal correspendence will be accepted and a time limit of 7 further days.

[dx100uk]

Cag inserts the space to stop webspiders

 

Dx

[mpenn]

ahhh didnt realise that :)but the remaining still stands

[Jason BrightHouse Web Rela]

Good Morning mpenn,

 

Thank you for sending in the information requested, the email has been received.

 

I can confirm that we have located your account and sent all the information required to the Regional Manager to look into.

 

The Regional Manager would normally contact you but I have requested he liaise with the Customer Relations team so they are able to respond in writing as per your wishes.

 

As soon as they have more information, they will be in contact.

 

Many thanks

 

Jason

Web Relations

[mpenn]

Following on from the closed thread, we are on 6 day of their allotted 7 days to reply and still nothing from them.

 

If nothing is had by tomorrow then it will be the issuing of the court documents via the small claims court.

 

Not really expecting to hear from them with a satisfactory response only the usual, sorry we don't accept what you are saying.

 

Will update as and when something happens.

 

mpenn

[dx100uk]

issue of old thread being closed resolved

 

threads merged for you now

 

 

continue here.

 

 

dx

[mpenn]

Well still nothing from BrightHouse either via Email or letter so on to the next stage now. They have had their 7 extra days to respond and nothing so am now going to start court proceedings as getting nowhere with BH.

[Jason BrightHouse Web Rela]

Good Afternoon mpenn,

 

Sorry for the delay in sending a response regarding your complaint.

 

I can confirm the investigation is currently ongoing in regards to your account and correspondence will be sent out very shortly to the address provided on your account.

 

Kind Regards

 

Jason

Web Relations

[mpenn]

Thank you for responding Jason - but its too little to late. Court paperwork ready to be filed in the morning with the Court. You have had in total 5 months to sort this matter out. Still nothing has been done. So expect the paperwork from court soon.

[mpenn]

Just to update on what is happening so far, decided that going straight to court was not the best option and decided to go to the Financial Ombudsman instead.

 

Had a preliminary letter from them stating that they were upholding my claim, but the Ombudsman would need to make the final agreement.

 

Today had an email stating that the Ombudsman is upholding our claim and we should receive a letter in the next week or two.

 

Happy Days

 

Also can I point out to all BH customers that if you take your agreement out on any day other than a Saturday, then YOU WILL pay more for the item. This is because they work it out eg £52 for 52 weeks = £1.00 per week. If the contract starts on a Saturday you will pay £1. If it starts on Monday you will pay £1 + £1/7*5 = £1.71 then you will pay 51 weeks at £1. So in effect you will pay £52.71 for the item. Consider that this is only for something that cost £1 a week. Each customer that doesn't claim that 71p back is lining BH pockets BEWARNED!!!

 

Will update when we get the letter from the FO

 

mpenn

[dx100uk]

Great let's us know when you have the result

 

Dx

[mpenn]

Well received the letter from the Financial Ombudsman stating that:

 

BH Need to refund the overpayments +8% interest

 

Refund all OSC and DLC +8% interest

 

£100 compensation

 

just need to work out the interest if someone could point me to the right place to be able to do that I would be grateful

 

Thanks CAG

 

mpenn

[dx100uk]

This first spreadsheet is the latest version of the statutory interest calculator and is used for Single Premium PPI cases. It can also be used where rollover PPI is involved, i.e. a new loan re-financing a previous one and where PPI is included in one or more loans. It can also be used for S69 redress calculation on any sum, like on a closed/frozen interest PENALTY charges claim.

 

StatIntSheet v101.xls

[mpenn]

cheers dx100uk will work it all out with that and let you know how it goes

 

mpenn

[mpenn]

So had the final decision from the Financial Ombudsman

 

Brighthouse have to refund all the overpayments and 8% interest

All OSC and DLC and 8% interest

£100 Compensation

 

They now have 28 days from 30 October to contact us to make settlement.

 

Lets see what they do, if anything

 

mpenn

[mpenn]

Update - Had a Letter from BH today with a cheque for £2355.42 as full and final settlement - only problem is that it is £1100 short of what we worked out they owed us. There is no breakdown of the figures so phoning Monday to get figures to see what they have paid and not paid.

 

mpenn

[dx100uk]

Ask for a written breakdown of how they calculated the redress