Questions & feedback

We've answered some of our most common questions and you can read those here. You can also find out how you can provide feedback, make a complaint and read about the regulatory information about how we lend.

 

Common questions

  1. I’ve seen the recent FCA statement and / or press coverage about BAYV. What does this mean?
  2. What are you doing about it?
  3. Which fees were not clearly set out to customers?
  4. What is a modified agreement and why did they cause concern?
  5. What is a creditworthiness assessment and why did they cause concern?
  6. How will I know if this affects me?
  7. I have received a letter from Buy As You View about changes to your collections process. What does this mean?
  8. Why has my meter switched to free running mode?
  9. Do Buy As You View cover my area?
  10. What's the SmartMeter?
  11. Who empties the meter and how often?
  12. Do I have to be employed?
  13. What if there is too much money in my meter?
  14. Do Buy As You View have a product catalogue?
  15. Can I buy online?
  16. How do I pay?
  17. Can I buy more than one product at a time?
  18. Do Buy As You View charge for delivery?
  19. Do Buy As You View have a service package?
  20. How long have Buy As You View been established?
  21. What is the quality of the products that Buy As You View sell?
  22. Do the products belong to me straight away?
  23. What if my product has a fault or breaks down?
  24. How do I buy additional products?
  25. Do Buy As You View have shops I can visit?
  26. What is the best way of contacting Buy As You View?
  • 1. I’ve seen the recent FCA statement and / or press coverage about BAYV. What does this mean?

    The FCA identified concerns with our policies and procedures across a number of areas, such as fees which were not clearly set out to customers, the fair treatment of customers in arrears, and the manner in which we use payment meters to restrict access to the customer’s TV when payments are not received on time. Concerns were also raised over the robustness of our creditworthiness assessments and the use of modified agreements.

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  • 2. What are you doing about it?

    We will be contacting customers who have been affected by the issues identified by the FCA and providing redress, through either balance write downs or cash.

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  • 3. Which fees were not clearly set out to customers?

     

    • Unpaid Direct Debit fees applied between 2001 and 2015 when we stopped charging these fees.
    • ‘Fresh Start Refinance’ administration fees applied between November 2012 and March 2014 when we stopped charging these fees.

     

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  • 4. What is a modified agreement and why did they cause concern?

    Previously when customers with existing products wanted to buy additional goods they could either use a new agreement or a modified agreement. A modified agreement meant the weekly payments were lower but the overall cost was higher. The alternative was to create a separate agreement that meant the weekly payment was higher but the overall cost was lower. We will be contacting customers who took out modified agreements between April 2014 and August 2015, when we stopped using them, to understand if they were aware of this when the goods were sold. All responses will be individually assessed.

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  • 5. What is a creditworthiness assessment and why did they cause concern?

    Creditworthiness assessments are used to understand how much customers can afford to repay each week. The FCA identified concerns about whether we had been lending outside of our own lending policy. A review of our lending decisions from 1 April 2014 to the 22 October 2015 is being carried out. Any customers identified who may have been lent more than they could afford will be contacted during the next 12 months for individual assessment.

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  • 6. How will I know if this affects me?

    We will be contacting affected customers with further details during the next 12 months and you do not need to take any action now. Please be assured that we are working hard to write to you as quickly as we can.

    If you have any questions in the meantime or would like to provide details of a new address where we can contact you our teams are on hand to help. You can email us at CET@bayv.co.uk or call us on 0800 020 9970.

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  • 7. I have received a letter from Buy As You View about changes to your collections process. What does this mean?

    Throughout January 2016, we are making some significant changes to our collections process designed to improve things for our customers. As part of these changes, we’re providing an initial grace period of 7 days for any customer who misses a weekly payment. If we don’t receive a payment from you after this period, we’ll issue a notice with our intention to restrict your TV viewing. However, as long as you continue to make your weekly payments on time, you won’t notice any difference to the way we handle your account. Even if you do miss a weekly payment to Buy As You View, you now have more time to bring your account back up to date before we restrict your viewing.

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  • 8. Why has my meter switched to free running mode?

    As part of our recent changes all customer meters are now in free running mode, meaning you’ll be able to continue viewing your TV even if you miss a payment to Buy As You View. We’ll be contacting all customers who miss a weekly payment in an attempt to bring their account back up to date, either over the phone or by visiting you at home on an agreed date.

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  • 9. Do Buy As You View cover my area?

    We cover many parts of the UK, these are predominantly urban areas. To see if we cover your area, fill our application form online for free. There's no obligation, and applying doesn't affect your credit report.

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  • 10. What's the SmartMeter?

    All customers are required to have a Smart Meter. Its slimline design is discreetly connected to your TV and the meter helps you manage your finances on a daily or weekly basis, paying for your products bit by bit. If you aren’t buying a TV from us, the meter is connected to the TV that you own, and it can be used to pay for other products such as washing machines, laptops, cookers and sofas. If you fail to make payments on time, the meter may restrict the use of the television. It is important that you speak to us if you think you could fall behind with payments, so that we can help you avoid any restrictions.

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  • 11. Who empties my meter and how often?

    Your Account Manager will call to see you usually every eight weeks. If you pay by cash your Account Manager will empty it when they visit. If it needs emptying before that then we'll come to you sooner.

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  • 12. Do I have to be employed?

    No, you don't need to be employed to become a BAYV customer. Our service is tailored to your individual needs. You will meet your personal Account Manager to talk about what you can afford to buy. At Buy As You View we understand that everyone is different but equally deserving.

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  • 13. What if there is too much money in my meter?

    Many of our customers love this bit! If there is more money in the meter than required, we give it straight back to you on your next scheduled call date.

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  • 14. Do Buy As You View have a product catalogue?

    Yes we do and it's packed with products ranging from TVs and audio equipment to beds and sofas. As a customer you'll also receive regular information about our latest products and special offers. You can also view our latest weekly payment catalogue online.

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  • 15. Can I buy online?

    At present, we do not offer an online purchase facility. However, you can apply to become a Buy As You View customer by completing our simple online application form.

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  • 16. How do I pay?

    Using the SmartMeter you can make a payment with any of the following options:

    • Direct Debit -

      This is our popular lowest cost option for our customers. You can pay weekly or monthly by Direct Debit and it costs you less when compared with PayPoint and cash instalments.
    • PayPoint -

      You can also pay by Paypoint at shops and post offices offering the PayPoint service. Ask your Account Manager for details.
    • Cash Instalments -

      Our SmartMeter also accepts cash. If you'd like to pay with cash you can put coins into the SmartMeter as well.

    If you need to call us to make a payment we also accept all major credit & debit cards for payments by phone.

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  • 17. Can I buy more than one product at a time?

    We strongly support responsible lending and carefully assess the needs of every customer. Your Account Manager is always at hand to discuss new purchases. Alternatively, you can call us on 0333 777 3208.

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  • 18. Do Buy As You View charge for delivery?

    Our premier delivery service includes taking away the packaging and recycling it for you. It costs £22 for large items such as sofas or washing machines and £11 for smaller items such as phones and laptops.  We have our own delivery teams who are highly trained to install and demonstrate your products. See Delivery & Installation for all our delivery information.

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  • 19. Do Buy As You View have a service package?

    When you buy products from Buy As You View, you have the option to take out our great value, optional service package known as All Sorted. For just a small weekly payment, our comprehensive service package gives you peace of mind and no big repair bills. Your statutory rights are not affected. Further information about your legal rights can be obtained from your local Trading Standards or Citizen Advice.

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  • 20. How long has Buy As You View been established?

    We were established in 1972 in South Wales and have been trading for over 40 years. We've grown across the UK and expanded with the help of hundreds of our dedicated and hardworking employees.

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  • 21. What is the quality of the products that Buy As You View sell?

    We sell quality, branded products from names you know and trust. Names like Samsung, Beko, Apple, Finlux, Hotpoint, Toshiba, Atlantic, Sanyo, Sharp, Sony and Acer, as well as a great range of Julian Bowen bedroom furniture. We supply an extensive range of leather and fabric suites made to the highest specification. Our Valueline range also guarantees quality and reliability for those on a smaller budget.

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  • 22. Do the products belong to me straight away?

    As with any hire purchase agreement, the products will be completely yours when you make your last payment.

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  • 23. What if my product has a fault or breaks down?

    All products (excluding Valueline) are covered for 12 months under the manufacturer's guarantee. Please note, if there is a fault with your product you do have a number of legal rights in respect of the supply of goods by us, including the right to a remedy for defective goods. If you buy goods which are faulty when sold you have the right to claim for a repair, replacement or refund for up to 6 years (5 in Scotland) from the date of purchase. For extra peace of mind covering you can take advantage of our great value, optional service package All Sorted .

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  • 24. How do I buy additional products?

    Take a look at our website or catalogue and either give us a call on 0333 777 3208 or contact your personal Account Manager to come out and see you.

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  • 25. Do Buy As You View have shops?

    At Buy As You View, we provide all customers with regular and comprehensive catalogues as well as the personal service in the comfort of your own home. You can view our latest pay weekly catalogue online.

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  • 26. What is the best way to contact Buy As You View?

    Whichever way suits you best. See our help page for our contact details. If you prefer you can write our postal address.

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Complaints

How do I make a complaint?

If you are unhappy with the service you have received from Buy As You View, you can contact us using one of the following methods:

Call us

0333 777 3208

Our Customer Service Team are available Monday to Friday between 8am and 8pm and Saturdays from 8am to 4pm.

Email us

Click here to email us, please ensure you fill out all of the required information so we can help as efficiently as possible.

Write to us

Customer Service Department
Buy As You View
Kingsway Buildings
Kingsway
Bridgend Industrial Estate
Bridgend
CF31 3RY

What information do I need to provide?

We want to resolve your complaint as quickly as possible. To help us do this, please provide:

  • Your name and address
  • Your customer ID
  • A description of your complaint and how you have been affected
  • A contact number (or details of your preferred method of contact) and a convenient time to contact you.

What happens next?

Once we have received your complaint we will send an acknowledgement letter outlining the next steps, when you can expect to hear from us and provide you with your complaint number. 

If your complaint is more complex we might need more time to investigate. However, we will keep you updated on the progress of your complaint.

When we have completed our investigation we will issue you with a final response, which will outline our findings, how we reached our decision, and what we plan to do as a result. 

The Financial Ombudsman Service

If you are not satisfied with our decision, or it takes more than 8 weeks to resolve your complaint, you can take your case to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free service for resolving disputes between customers and financial services institutions. You’ll need to contact the Financial Ombudsman within 6 months of our final response letter to you.

You can contact the Financial Ombudsman Service at:

Debt advice

There are also a number of organisations that can help. These include The Citizens Advice Bureau and Directgov.

Stepchange

Stepchange. Full debt advice service. Telephone 0800 1381111. Website http://www.stepchange.org

National Debtline

Full debt help service. Website: www.nationaldebtline.co.uk Telephone: 0808 808 4000 Opening times: Monday-Friday 9am-9pm Saturday 9.30am-1pm

Citizens Advice Bureau

Full debt and consumer advice service with many bureau specialist caseworkers to deal with any type of debt including repossessions and negotiation with creditors. Look up your local CAB centre on: www.adviceguide.org.uk

Community Legal Advice (includes Housing Duty Scheme)

Legal advice on a wide range of issues for those on benefits or low income. The Housing Duty Scheme gives free advice to those who are in danger of eviction or repossession by phone and at courts across England and Wales. Website: www.communitylegaladvice.org.uk Telephone: 0845 345 4345 (or text 'legalaid' and your name to 80010 to get a call back) Opening times: Monday-Friday 9am-6.30pm Saturday 9am-12.30pm

Money Advice Service

The Money Advice Service. A free service set up by the government to help people make the most of their money. Telephone: 0300 500 5000 Website: http://www.moneyadviceservice.org.uk Opening hours: Monday – Friday: 8am – 8pm Saturday: 9am – 1pm.

Further information can be obtained by emailing here