大象传媒

The FCA has told BrightHouse to pay 拢14.8m in compensation and refunds to 249,000 customers. The action follows the financial regulator's findings that the rent-to-own household goods firm was "not a responsible lender" for failing to properly check whether people who took out agreements between 1 April 2014 and 30 September 2016 would be able to make the required payments. It also found it did not refund customers whose agreements were cancelled before the goods had been delivered but after first payments had been taken.

Lois Grant was a branch manager who left BrightHouse last year. She tells Adam Shaw about her experiences working for the company.