:00:23. > :00:27.Welcome to The One Show. Tonight, the manner of the moment. In his
:00:27. > :00:33.defied us as Sirius Black in the Harry Potter films. He will shortly
:00:33. > :00:37.be back as Commissioner Gordon in Batman -- he mystified us. Last
:00:37. > :00:47.night he lead a cast of British talent at the premiere of Tinker
:00:47. > :00:47.
:00:47. > :00:54.Tailor Soldier Spy. It is Gary It is fantastic to see you. How was
:00:54. > :01:00.the premiere. Was it a good night? It was. I don't remember much after
:01:00. > :01:08.11:00pm. I had arrived from Los Angeles. I got in about noon and
:01:08. > :01:13.had a Kip. And then it was walking the red carpet. Everybody is
:01:13. > :01:19.talking about this film and you are hotly tipped for an Oscar. Does
:01:19. > :01:28.that pile the pressure on you? is nice that they are saying it. I
:01:28. > :01:35.would rather they said it than they didn't. But there is a long way to
:01:35. > :01:42.go. It is a bit like campaigning for office. I am on the early,
:01:42. > :01:47.early stages of the press train at the moment. Your co-star, Colin
:01:47. > :01:55.Firth, think you deserve it. Has he given you any tips if you were to
:01:55. > :02:01.win? He is good at Oscar speeches. He is. Be ready for the unexpected,
:02:01. > :02:08.and keep smiling. That will work well. We look forward to talking
:02:08. > :02:14.more about the film. Don is here and he has a bone to think -- pick
:02:14. > :02:24.with us. He thinks that when we have to make complaints, we are
:02:24. > :02:29.rubbish about it. Really? We are not very good at complaining
:02:29. > :02:32.in this country. If you have got a genuine grievance, you should be
:02:32. > :02:38.getting decent customer service. It seems the only way to get that is
:02:38. > :02:42.to become better at complaining. So, to help the consumers of Great
:02:42. > :02:45.Britain, The One Show team have set to work assembling something
:02:45. > :02:52.guaranteed to sort out any grievances that people may have.
:02:52. > :02:57.Yes, it is my very own complaints clinic. And Sir and I can't do this
:02:57. > :03:02.by myself I have called on some help from a man able to get the
:03:02. > :03:06.council to fill in potholes with a well worded letter. A man whose
:03:06. > :03:16.powers of persuasion got the tube network to install a bench at his
:03:16. > :03:23.
:03:23. > :03:27.local station. A man who knows how Where do you draw the line, when is
:03:27. > :03:30.it worth complaining? There is a big difference in whingeing and
:03:30. > :03:34.complaining. Whingeing is generally moaning and doing nothing,
:03:34. > :03:38.complaining is about effectively communicating when you are really
:03:38. > :03:47.upset. Every complaint is different, let's see what people are moaning
:03:47. > :03:52.about today. During the campaign! What is your problem with? Speaking
:03:53. > :03:55.to mobile phone service providers. Have to be quite bold with mobile
:03:55. > :04:00.phone companies and you have to threaten walking away. That is the
:04:00. > :04:04.one bit they don't like. They will say, we will put you through to the
:04:04. > :04:09.retention department. They value your custom. They are specialists
:04:09. > :04:13.whose job is to keep you there? if you walk away, they lose. What
:04:13. > :04:21.have you experienced? Getting a delivery, I waited in, didn't turn
:04:21. > :04:27.up. Weighted again, didn't turn up. They then refused to bring it up
:04:27. > :04:32.the stairs. Right at head office, - - write to them at head office,
:04:32. > :04:37.described the story and say, you resolved it but it is rubbish.
:04:37. > :04:42.Don't say that you want anything, just say, I look to you for a
:04:42. > :04:48.gesture of goodwill. Convince me... See if you get a reply. If you
:04:48. > :04:52.don't get a reply, never go there again, but see what they do.
:04:52. > :04:57.thing that seems to frustrate consumers', when they do have a
:04:57. > :05:07.complaint, is trying to get through can -- to speak to someone on the
:05:07. > :05:08.
:05:08. > :05:12.phone. You have to hold the line I totally agree with you. The
:05:12. > :05:17.answer is this. Do not waste your time with those calls centres. The
:05:17. > :05:20.answer is to write in. Find the name of an individual who you can
:05:20. > :05:24.e-mail and right into. I know it takes longer but if you put
:05:24. > :05:28.something in writing and communicate that way, you are not
:05:28. > :05:34.wasting your life listening to Vivaldi or whatever. Has it been a
:05:34. > :05:40.successful day? Yes, can't complain. I can, actually. This it is really
:05:40. > :05:50.uncomfortable. Put it in writing. I love that line, I look to you for
:05:50. > :05:53.
:05:53. > :06:01.Are you a good complainer? I am not really a complainer. In the car,
:06:01. > :06:06.quietly to myself. Internal complaints? I will curse drivers.
:06:06. > :06:12.Three times as more women complain than men. It is true. Because we
:06:12. > :06:17.are proactive. Us men brush it under the carpet. What about the
:06:17. > :06:22.company's? Are they good or bad at responding? There is good, bad and
:06:22. > :06:27.ugly. TalkTalk have just been awarded a wooden spoon award for
:06:27. > :06:30.the worst customer service. A quarter of their customers, one in
:06:30. > :06:35.four, are unhappy with their landline and broadband service.
:06:35. > :06:40.That is pretty poor. British Gas have been fined �2.5 million for
:06:40. > :06:46.not handling people's complaints. Ofgem have investigated in power
:06:46. > :06:51.and EDF. RBS was fined �2.8 million. The list goes on and on, these
:06:51. > :06:54.companies need to sit up and listen. 70% of people surveyed said that if
:06:54. > :07:00.somebody handled a complaint well, they would recommend the company to
:07:00. > :07:03.their friends. The good ones? have Waitrose and John Lewis. They
:07:03. > :07:06.always come out on top. First Direct Bank got five out of five
:07:06. > :07:11.stars for doing things right, listening to their customers and
:07:11. > :07:15.acting on it. They are good companies out there. Top tips if
:07:15. > :07:20.you were to complain? Go straight to the top. Don't bother dealing
:07:20. > :07:26.with somebody on the phone. Put everything in writing, and lockdown
:07:26. > :07:29.who you spoke to, their name, extension number, what time and way
:07:29. > :07:34.you find from -- blog down. Don't lose your cool committee starts
:07:34. > :07:40.whirring, they will put the phone down on you, rightly. But also, if
:07:40. > :07:45.you know your consumer rights, tell them. Often these companies do not
:07:45. > :07:48.know the law. Do a bit of research, it always pays dividends.
:07:48. > :07:54.America it seems like quite a few companies get it right, do you
:07:54. > :08:03.think that is because of tips? think so. It is expected. There is
:08:03. > :08:10.a level of customer service that is part of the fabric. It is in the
:08:10. > :08:20.culture. You must see a big difference when you come back here?
:08:20. > :08:23.
:08:23. > :08:33.Yes. I guess so. I still find it confusing with the restaurants. I
:08:33. > :08:33.
:08:33. > :08:38.still tip. I still cash tip on top of... The tip already? The
:08:38. > :08:42.flipside... In America, service is great. If you don't tip enough,
:08:42. > :08:52.they are the first one to complain and they will tell you so. I have
:08:52. > :09:01.
:09:01. > :09:06.had bad because I am a bit tight. In Gary's new film, at his job is
:09:06. > :09:09.to uncover a Soviet agent with MI6 during the Cold War. This next
:09:09. > :09:13.story reads like a Hollywood movie script but it is absolutely true.
:09:13. > :09:23.Joe Crowley has the tale of an eccentric double agent who became
:09:23. > :09:25.
:09:25. > :09:29.Bletchley Park played a vital role in the allies intelligence efforts
:09:29. > :09:34.in the Second World War. It was here that British boffins cracked
:09:34. > :09:38.the German secret codes, and then monitor transmissions from enemy
:09:38. > :09:41.spies across Europe. -- monitored transmissions. At Bletchley Park a
:09:41. > :09:46.number of messages were intercepted from a German spy operating in
:09:46. > :09:50.Britain. The report included a bewildering mix of generalisations
:09:50. > :10:00.and inaccuracies. Who was this character peddling these strange
:10:00. > :10:04.
:10:04. > :10:08.stories? His name was Juan Puyol, a Spaniard who despised Hitler. He
:10:08. > :10:13.contributed to making one of the most crucial mistakes of the entire
:10:14. > :10:19.war. He was a fervent anti-Nazi and he offered his services to the
:10:19. > :10:24.British, to become a spiteful but interestingly, he was turned down.
:10:24. > :10:31.A -- to become a spy a. He then offered his serve as his to the
:10:31. > :10:41.Germans and they accepted. His allegiance is remained with the
:10:41. > :10:42.
:10:42. > :10:46.He was in fact in Lisbon. The Germans absorb the fictitious
:10:46. > :10:51.information that he provides. Birtley part's code-breakers were
:10:51. > :10:55.also reading the messages from -- Bletchley Park code-breakers were
:10:55. > :10:58.also reading the messages. Germans were believing the rubbish
:10:58. > :11:06.that was being sent to them and they recognised the big opportunity
:11:06. > :11:16.to use somebody as a double agent. The British deduced that he was
:11:16. > :11:16.
:11:16. > :11:20.this mysterious figure and brought Bill Bristow's father Desmond
:11:20. > :11:25.worked for the security services in World War II. My father, being part
:11:25. > :11:31.of MI6, interviewed for five days and cross-question him, went
:11:31. > :11:37.through the details of where he had been, and realised after the five
:11:37. > :11:41.days, this guy could be an amazing asset to espionage, counter-
:11:41. > :11:45.espionage and deception, and recommended a Spanish speaker
:11:45. > :11:51.became his case officer. That was Tommy Harris, my godfather. He was
:11:51. > :11:56.an incredibly imaginative man with the imaginative mind of my uncle. A
:11:56. > :12:01.great combination. They concocted a network of 27 fictitious agents who
:12:01. > :12:04.piled hundreds of reports, destined for Berlin. They contain details of
:12:04. > :12:09.mainly non-existent troop movements. In the case of the Torch landings
:12:09. > :12:15.in North Africa, they supplied a report that was totally Africa --
:12:15. > :12:19.accurate, but with a catch. They dated it three days before the
:12:19. > :12:21.landings but make sure it arrived two days after the landings. The
:12:21. > :12:30.Germans say, this is fantastic, this guy is brilliant.
:12:30. > :12:33.Unfortunately, your two days late. -- you off two days late. That
:12:33. > :12:41.convinced the Germans that any following information that came
:12:41. > :12:44.from this agent was of authentic and great value. D-Day was Garbo's
:12:44. > :12:49.greatest success with a deception plan called Operation fortitude.
:12:49. > :12:53.They needed to have a toehold to make sure they had their armies and
:12:53. > :12:56.logistics on its York and they needed to keep the German heavy
:12:56. > :13:01.forces away -- Logistics on shore. The most important message of World
:13:01. > :13:04.War II is this one, sent by Gabo a couple of days after the Normandy
:13:04. > :13:07.landings. It tells the Germans there are major troop
:13:07. > :13:11.concentrations in the south of England, implying the attack would
:13:11. > :13:14.be at Calais and advising the Normandy attack was a ruse. We know
:13:14. > :13:18.this message was seen by Hitler and we believe it was the message that
:13:18. > :13:23.encouraged him to keep his major forces in the Calais area, because
:13:23. > :13:25.of the threat of the major invasion there. The net result was the D-Day
:13:25. > :13:29.landings went ahead relatively speaking unmolested. It was a bad
:13:29. > :13:33.enough attack as it was, you can imagine what they would have had to
:13:33. > :13:38.face if these divisions all came south. The Germans did not realise
:13:38. > :13:41.they had been duped and the Fuhrer awarded Garbo and Iron Cross. He
:13:41. > :13:45.continue transmitting until late 1944 when it looked like he was
:13:46. > :13:50.about to be exposed as a double agent by German intelligence. A
:13:50. > :13:54.great for Britain awarded him an MBE for his services, which no
:13:54. > :13:58.doubt nicely complemented his Iron Cross. Then he left Britain for
:13:58. > :14:08.Venezuela, leaving behind a country where those people had no idea of
:14:08. > :14:08.
:14:09. > :14:12.In the film, we see you on a mission to uncover a spy. You are
:14:12. > :14:17.known for the in-depth research you do before taking on a roll. How did
:14:17. > :14:23.you prepare for the role of George Smiley? I had a great book, Tinker
:14:23. > :14:31.Tailor Soldier Spy. It is all there in the book. If you want to know
:14:31. > :14:37.how to play George Smiley. I didn't work much outside of the script,
:14:37. > :14:41.the book, and of course I had access to John le Carre. He was
:14:41. > :14:46.there as a resource if we needed it. He was always on the end of the
:14:46. > :14:56.phone to answer questions. I went and met him and studied him. I
:14:56. > :14:59.
:14:59. > :15:03.stole a little! But it was the Bible, really. It was my map of the
:15:04. > :15:09.world. We were chatting through that film and you said it was a
:15:09. > :15:13.great choice as a story, but a lot of people will remember the BBC
:15:13. > :15:21.series, your character played by Sir Alec Guinness. Was a difficult
:15:21. > :15:28.to shake that image? It may surprise you. I didn't say yes to
:15:28. > :15:32.it immediately. It is a fantastic part and a great opportunity and
:15:32. > :15:39.I'm very happy I said yes, but the ghost of Guinness was very much
:15:39. > :15:48.there. It was so popular. I am old enough to remember seeing the
:15:48. > :15:58.series. You would adjust your social calendar to stay in, in the
:15:58. > :15:58.
:15:58. > :16:03.age before DVDs and VHS. It was very much by loved. His
:16:03. > :16:09.interpretation. The film is released nationwide from Friday so
:16:09. > :16:18.let's have a look at your version of George Smiley. He is a double,
:16:18. > :16:25.there is no mole. The whole thing has been thought up by Moscow. I
:16:25. > :16:30.espied on my own because of him, do you know how that makes me feel?
:16:30. > :16:40.Ricky, you sent a telegram. That's right. What was the date? There was
:16:40. > :16:41.
:16:41. > :16:46.no telegram. 20th November. It must have been 20th November. Everybody
:16:46. > :16:54.on the top floor was laughing themselves sick. 11 the 20th is
:16:54. > :17:02.missing. Fashion 20th November. There is a great style about the
:17:02. > :17:09.film. It is cold. Weren't you in cold water? Hampstead pond. That
:17:09. > :17:12.must have been horrendous. October. That I couldn't complain. This 18-
:17:12. > :17:17.year-old geezer is in there swimming around! And nobody is
:17:17. > :17:26.making a fuss, everybody is swimming around. Yes, they are all
:17:26. > :17:31.swimming. In fact, Benedict Cumberbatch, good lad. He does in
:17:31. > :17:39.first. He made me a promise and he said that he would jump in. He
:17:39. > :17:44.wasn't filming that day. He said, I will come in with you. And he was
:17:44. > :17:51.the first in. Then he got out and said to the stills photographer,
:17:51. > :17:54.whatever you do, don't tell her Gary it is freezing! The thing that
:17:54. > :18:04.strikes people about you is how different you can be in different
:18:04. > :18:12.
:18:12. > :18:22.roles. Let's see you as Sirius If you want to kill Harry, you will
:18:22. > :18:27.
:18:27. > :18:33.have to kill us, too. Only one. Are you going to kill me, Harry?
:18:33. > :18:37.Not many grown men can pin down Harry Potter. I know. One is a
:18:37. > :18:43.sitting down part and the other one is a standing up part. You must
:18:43. > :18:47.have been popular with your kids after that. Yes. A hero at school.
:18:47. > :18:57.The thing I am most famous for is a voice I do for the call of duty
:18:57. > :19:00.
:19:00. > :19:04.video-game. He at school, the kids just... Wow! Continuing our series
:19:04. > :19:09.of films in which we ask sons and daughters to tell us what it was
:19:09. > :19:13.like growing up with their famous parents, tonight we look at one of
:19:13. > :19:23.our most popular entertainers. to Michele Monro on her father,
:19:23. > :19:25.
:19:25. > :19:30.# We are going to change the world. # You'll be amazed. My father is
:19:30. > :19:35.probably the most famous singing bus driver in the world. He was a
:19:35. > :19:40.professional singer for 30 years, but drove a bus for 13 weeks, but
:19:40. > :19:46.he is still known as the singing bus driver.
:19:46. > :19:49.# From Russia With Love. We lived in Ealing nearly all our lives and
:19:49. > :19:57.wherever my father went, he hankered for London. It was in his
:19:57. > :20:01.blood. He was a true Englishman. # I love the little things you say.
:20:01. > :20:07.First time I remember seeing Dad on television when this when he did
:20:07. > :20:11.the Eurovision Song Contest in 1964. It was weird because I didn't
:20:11. > :20:15.understand what the television was and why Dad wasn't in the room even
:20:15. > :20:21.though I could hear his voice. I remember tapping on the screen and
:20:21. > :20:27.I couldn't work it out and I got quite frustrated. I never saw him
:20:27. > :20:33.come second! I first remember seeing Dad at orca of the town,
:20:33. > :20:38.which was one of his favourite venues. He walked on with a single
:20:38. > :20:43.spotlight lighting him. He was very small in height and yet there was
:20:43. > :20:48.this giant on the stage. Everybody started applauding and I thought,
:20:48. > :20:53.OK. When I went backstage afterwards, it was when it really
:20:53. > :20:56.hit me sq that I had to share him because I expected to go running
:20:56. > :21:03.straight to Dad and there were hordes of people wanting to wish
:21:03. > :21:09.him well. I had to wait my turn. I realised I had to share him with
:21:09. > :21:18.the world and that was a tough lesson as a kid.
:21:18. > :21:24.As a child, I lived in America for just over a year. When I was about
:21:24. > :21:27.seven, I came home from school and went into a swimming pool. It was
:21:27. > :21:32.fantastic. But Daddy was very British and he missed it greatly
:21:32. > :21:38.and he missed recording with George Martin. He was with him well before
:21:38. > :21:44.The Beatles. # Yesterday all my troubles seemed
:21:44. > :21:49.so far away. He did famously record Yesterday.
:21:49. > :21:55.He had to hit with it. But my favourite Beatles track was a
:21:55. > :21:58.little later on and he said come on, let's go into the studio. I had
:21:58. > :22:03.never been to a recording studio. It was hustle and bustle and there
:22:03. > :22:08.were all these musicians getting ready. Suddenly George Martin
:22:08. > :22:15.tapped his bat on and it went really quiet. Daddy beckoned me
:22:15. > :22:19.over, held my hand and sang Michelle to me.
:22:19. > :22:27.It was that cut that was pressed and released to the market. Very
:22:27. > :22:31.special moment, you don't forget memories like that. Family life was
:22:31. > :22:35.difficult to explain because Daddy wasn't there for nine months out of
:22:35. > :22:40.every 12. He had to travel and I missed him greatly. It is a long
:22:40. > :22:45.time to be without your father. I had stacks of telegrams for the
:22:45. > :22:50.lost birthdays and special events. He missed money greatly. It was
:22:50. > :22:54.very, very lonely for him. # Born Free.
:22:54. > :22:58.Drinking was a stable of an entertainer's life and my father
:22:58. > :23:02.loved to Stacia lies. The trouble was that as a child he had had
:23:02. > :23:06.infective hepatitis and it played havoc with his liver and he was
:23:06. > :23:11.told to stop. But he had major catastrophes in his life that put
:23:11. > :23:16.him back on the drink. Johnnie Spencer's death was one of them, my
:23:16. > :23:26.dad pot -- best friend, and his mother's death was another one.
:23:26. > :23:30.
:23:30. > :23:34.That pushed him back to the bottle. I am blessed to have old footage,
:23:34. > :23:44.loads of photographs and I have his father's voice -- my father's voice
:23:44. > :23:46.
:23:46. > :23:55.Thank you so much to Michele Monro for making that film for us. Great
:23:55. > :23:59.story. I never knew the bus driver connection. It is an interesting
:23:59. > :24:05.topic, your children and the work you do. How much of your work do
:24:05. > :24:12.you allow your children to see? Have they seen much of it? Little
:24:12. > :24:21.Charley is 12 now. When the dark night came out, I wouldn't let him
:24:21. > :24:30.see that. He would have been nine 1/2 or 10. There are some in images
:24:30. > :24:36.in that. The wonderful late Heath Ledger. I considered that a little
:24:36. > :24:45.too scary for him. How much of what you do or are they aware of? Harry
:24:45. > :24:52.Potter! And then I have died in a lot of movies. They have rolled
:24:52. > :25:01.their eyes and said, if I get a new job, they say, do you die in this
:25:01. > :25:07.one, Dad? Away from films, how do they describe you as a dad.? I am
:25:07. > :25:13.weird. Funny with it. But very stylish. Funny weird, weird in a
:25:13. > :25:19.good way. Speaking a family, not many people know this, but your
:25:19. > :25:24.sister is beat Mo on EastEnders. Do you follow EastEnders? No. She does
:25:24. > :25:31.have a phantom boyfriend at the moment called Fat Elvis. Has she
:25:31. > :25:36.got a boyfriend? Have not met him? You'll have to get fat Elvis over
:25:36. > :25:46.for dinner. He has a dog that lets you win but won't let you leave.
:25:46. > :25:48.
:25:48. > :25:53.There you go. I love it! You do spend a lot of time playing music.
:25:53. > :26:01.I remember listening to Matt Monro, my mum used to listen to him. My
:26:01. > :26:07.sisters had those records. He was like our Frank Sinatra. Our Tony
:26:07. > :26:13.Bennett. Is it right you taught Daniel Radcliffe to play the bass
:26:13. > :26:18.guitar? He was learning the bass guitar and I taught him the riff
:26:18. > :26:27.for come Together, by The Beatles. Was he good? Very good. I don't
:26:27. > :26:31.know if he is still playing. He was a little boy then. Not any more!
:26:31. > :26:35.you fancy your chances of winning the lottery or hooking up of a
:26:35. > :26:39.millionaire, you might be living in the wrong part of the country.
:26:39. > :26:41.Apparently the luckiest people live in the north-east. They have the
:26:41. > :26:46.highest proportion of National Lottery millionaires than anywhere
:26:46. > :26:51.else in the country. We wanted to find out if there really is luck on
:26:51. > :27:01.the Tyne. There is a scratch card for you. We will scratch these
:27:01. > :27:01.
:27:01. > :27:10.# Luck Be a Lady tonight Foster I think they are lucky because of the
:27:10. > :27:14.accent. It is our sense of humour and our timing. I am lucky.
:27:14. > :27:20.Especially me. I think Geordie is a lucky because we are friendly and
:27:20. > :27:28.open with people. There have been big wins around my estate. One died
:27:28. > :27:38.won �25,000. I have won just �10. 25 to �30 on scratchcards. This
:27:38. > :27:52.
:27:52. > :28:02.Basically I am from the north-east and these two are not. Fame at
:28:02. > :28:02.
:28:02. > :28:08.last! 5,000! We have scratched our scratchcards, nothing. Absolutely
:28:08. > :28:16.terrible. Let's talk about that man. You have been filming since April.
:28:16. > :28:21.Yes. Still going? Still going. Morgan Freeman left and made a
:28:21. > :28:28.movie, a whole movie, and then came back. That shouldn't be allowed!
:28:28. > :28:33.are still shooting. When will that be out? I would think next summer.
:28:33. > :28:37.Look forward to that. That's all for tonight, a pleasure to have you
:28:37. > :28:47.here. All the best for Tinker Tailor Soldier Spy. A tomorrow the
:28:47. > :28:50.