0:00:02 > 0:00:03I've been battling your rights for years,
0:00:03 > 0:00:06but it seems some companies still aren't getting the message.
0:00:06 > 0:00:09The main aim for big companies is profit.
0:00:09 > 0:00:10They don't care about customers.
0:00:10 > 0:00:14Day in, day out, thousands of you are still being taken for a ride,
0:00:14 > 0:00:16and it's always the same old things.
0:00:16 > 0:00:20Shoddy products, small print and bad customer service.
0:00:20 > 0:00:23If they want to be rude to customers, they are the losers, big-time.
0:00:23 > 0:00:27Some firms are driving you barmy, causing you sleepless nights
0:00:27 > 0:00:31and making you feel like you're the one to blame.
0:00:31 > 0:00:34But don't despair, because I'm here to take up the fight
0:00:34 > 0:00:36and make sure that you don't get done.
0:00:56 > 0:00:58Coming up on today's show,
0:00:58 > 0:01:04a brand-new car with problems so new even the manufacturers can't fix it.
0:01:04 > 0:01:08I was completely in the unknown as to is it something really major,
0:01:08 > 0:01:10or is it something that I don't have to worry about too much?
0:01:10 > 0:01:16One man's battle over care home fees the Government said he was entitled to.
0:01:16 > 0:01:19The net result of this report was no money was going to come
0:01:19 > 0:01:22because she didn't meet the criteria.
0:01:22 > 0:01:25And we hit the high street with some consumer conundrums
0:01:25 > 0:01:28to see if you know your rights.
0:01:28 > 0:01:31Who's done it, it's down to them.
0:01:35 > 0:01:38Let me tell you, when you've got a few years under your belt, like me,
0:01:38 > 0:01:42one of the biggest purchases you'll ever make is a house.
0:01:42 > 0:01:46But when you're a bit younger, one of the biggest, most exciting purchases you'll ever make
0:01:46 > 0:01:48is a brand spanking new car.
0:01:48 > 0:01:49CENTRAL LOCKING BEEPS
0:01:52 > 0:01:53What a buzz!
0:01:53 > 0:01:58So you're driving along on the open road, enjoying your new motor.
0:01:58 > 0:02:01All of a sudden, something goes wrong.
0:02:01 > 0:02:04There's a problem with your car that you weren't expecting.
0:02:09 > 0:02:13I don't really know what's wrong with it, but never mind, it's a new car.
0:02:13 > 0:02:15The garage will get it sorted out in a jiffy.
0:02:15 > 0:02:17Or so you'd think.
0:02:20 > 0:02:25And that's exactly what 22-year-old Becky Radigan thought would happen
0:02:25 > 0:02:28when her brand-new car ran into problems.
0:02:28 > 0:02:31Becky lives with her parents in North Yorkshire.
0:02:31 > 0:02:34She's an independent, career-minded young lady who, in 2011,
0:02:34 > 0:02:37set her sights on a dream motor.
0:02:39 > 0:02:41I'd moved into a different role at work.
0:02:41 > 0:02:44That's when I made the decision to get the new car that was a bit more economical,
0:02:44 > 0:02:46a bit nicer to look at,
0:02:46 > 0:02:48and something just new.
0:02:52 > 0:02:57Living out in the country and needing a car for her new job as a support worker for the elderly,
0:02:57 > 0:03:00she needed one that was reliable.
0:03:00 > 0:03:03But Becky being Becky, it was more important how it looked.
0:03:03 > 0:03:08So she fell head over heels for a brand-new 1.6 litre Citroen DS3.
0:03:08 > 0:03:10Very nice.
0:03:10 > 0:03:15Becky purchased the £15,000 car from her local Citroen dealer in July 2011.
0:03:15 > 0:03:20It was a lot to spend, but Becky thought she deserved it.
0:03:20 > 0:03:24It was my present to myself for working hard, to be able to have a brand-new car.
0:03:24 > 0:03:29Becky had everything she could want. A new car, her new job.
0:03:29 > 0:03:32The future looked bright. Or did it?
0:03:32 > 0:03:35Unfortunately for Becky, the only things bright were the lights
0:03:35 > 0:03:40appearing on the dashboard of her brand spanking new car.
0:03:40 > 0:03:44I'd only had it four days when I turned it on to go to work
0:03:44 > 0:03:47and it stated "Engine fault" on the LED screen
0:03:47 > 0:03:50and "Service fault" on the dashboard.
0:03:50 > 0:03:53My first instinct was to think, "Oh, my God, what's wrong with it?"
0:03:53 > 0:03:58Becky got on the blower and her Citroen garage assured her it was fine to drive and booked the car in.
0:04:00 > 0:04:04Now began Becky's nightmare.
0:04:04 > 0:04:08Over the following five months, her brand-new car went in and out of the garage
0:04:08 > 0:04:11and they still couldn't fix the problem.
0:04:11 > 0:04:14Much to Becky's frustration, not to say inconvenience,
0:04:14 > 0:04:19it wasn't the smooth ride Becky, or I, for that matter, would expect when buying a new car.
0:04:19 > 0:04:20Which is why...
0:04:22 > 0:04:26..I've come way up north to find out more about Becky's situation.
0:04:26 > 0:04:30I can tell you something, I realise out here why a car is so important.
0:04:30 > 0:04:32Look. I'm surrounded by fields.
0:04:33 > 0:04:35Miles away from home.
0:04:35 > 0:04:37And you know me,
0:04:37 > 0:04:43I'd still travel to Timbuktu if it meant sorting out companies who don't take care of their customers.
0:04:43 > 0:04:47- Hiya.- Hiya, Dom.- Are you Becky? - Yes. Thank you so much for coming.
0:04:47 > 0:04:50- Is this the beast in question? - It certainly is, yes.- Right.
0:04:50 > 0:04:53Now, I've got to say, Becky, they're very good looking cars.
0:04:53 > 0:04:56- It's a gorgeous car, isn't it? - You're quite young, aren't you?
0:04:56 > 0:04:58- Yes, I'm only 22.- Right.
0:04:58 > 0:05:00For a lady like you, that's the dream vehicle.
0:05:00 > 0:05:05That was the best vehicle I got. That's all I set my heart on.
0:05:05 > 0:05:08It was all I wanted. I had blinkered vision. If not, I didn't want anything.
0:05:08 > 0:05:09Well, good for you.
0:05:09 > 0:05:13But you pay for having good taste like Becky.
0:05:13 > 0:05:16She paid a deposit, signed up for a finance agreement
0:05:16 > 0:05:20and part exchanged her old car as part of the deal.
0:05:20 > 0:05:24To say she was excited is an understatement, as mum Elaine well remembers.
0:05:25 > 0:05:28I'll never forget the day she picked it up,
0:05:28 > 0:05:30she was just jumping up and down for joy.
0:05:30 > 0:05:36It was her ideal vehicle. And it went on for days.
0:05:36 > 0:05:39But unfortunately, the engine management light issue ruined the high.
0:05:39 > 0:05:45No matter what the garage have tried, they still haven't fixed it.
0:05:45 > 0:05:47Now, this looks almost immaculate.
0:05:47 > 0:05:49In fact, I've got to say, immaculate.
0:05:49 > 0:05:52- Is there a mark on it anywhere? - No, there shouldn't be.
0:05:52 > 0:05:55How many times have you been to the garage to try and sort this out?
0:05:55 > 0:05:58At least about five times. Five or six times it's been with them.
0:05:58 > 0:06:00What have they done to it?
0:06:00 > 0:06:03The first time, they told me they adjusted a belt on it.
0:06:03 > 0:06:06They didn't say what belt, but they said a belt needed adjusting.
0:06:06 > 0:06:08The light had gone off, brought it home.
0:06:08 > 0:06:10The second time, it was a relay they wanted to fix.
0:06:10 > 0:06:13They got the new part in, brought it home.
0:06:13 > 0:06:17The third, fourth and fifth time, it was a glow plug problem.
0:06:17 > 0:06:19- They replaced the glow plugs at least three times.- Right.
0:06:19 > 0:06:22So it certainly sounds like there's no doubt there's a problem.
0:06:22 > 0:06:26We know that. The garage haven't been able to pinpoint it, have they?
0:06:26 > 0:06:29No, I don't think they've been able to ascertain exactly what is causing the light to come on.
0:06:29 > 0:06:34It's just a lot of upset that I've spent this amount of money
0:06:34 > 0:06:37and I'm not happy or confident with the car.
0:06:37 > 0:06:39A lot of frustration that it's still not fixed.
0:06:39 > 0:06:43When I get in the car in the morning, the light is still there. It's not going away.
0:06:43 > 0:06:46I can hardly believe what I'm hearing.
0:06:46 > 0:06:51In five months, her brand-new car's gone in and out of the garage five times
0:06:51 > 0:06:55and the engine management light's appeared over 50 times.
0:06:55 > 0:06:58No wonder she's no happy chappie.
0:07:00 > 0:07:01Something I want to clarify -
0:07:01 > 0:07:04has the car ever ground to a halt and broken down?
0:07:04 > 0:07:06- No. Not yet.- OK.
0:07:06 > 0:07:10What did the manual or service department tell you about that light being on?
0:07:10 > 0:07:13They have said, since the last time it was in,
0:07:13 > 0:07:17it's down to a software issue and I can ignore the light
0:07:17 > 0:07:19up until a point a download is available.
0:07:19 > 0:07:23- I don't actually agree with what they've told you to do there and ignore it.- No.
0:07:23 > 0:07:26Get it sorted out. You've attempted to do that.
0:07:26 > 0:07:28- They haven't been able to.- No.
0:07:28 > 0:07:31So straight away, if you were my daughter,
0:07:31 > 0:07:32I wouldn't have confidence in you driving
0:07:32 > 0:07:35with an engine management light coming on 50-odd times.
0:07:35 > 0:07:38I'm sure you were the same, especially being stuck in the middle of nowhere.
0:07:38 > 0:07:42I've had enough of this car's story in the five minutes I've been in it,
0:07:42 > 0:07:46let alone the five months Becky's been battling for.
0:07:46 > 0:07:50Right, I think it's time to get down to some important paperwork and stuff like that.
0:07:50 > 0:07:52- Shall we go inside?- Yes, of course.
0:07:52 > 0:07:55And once inside and settled on the sofa,
0:07:55 > 0:08:01Becky shows me that she's got a wise head on young shoulders.
0:08:01 > 0:08:03- What have you got there? - I wrote a timeline.
0:08:03 > 0:08:07Luckily, every time the light came on, I wrote it in my diary,
0:08:07 > 0:08:09just to know how many times it had come on.
0:08:09 > 0:08:12The timeline shows when it was in the garage, when I collected it,
0:08:12 > 0:08:15when the first engine light came on.
0:08:15 > 0:08:17It details every engine light
0:08:17 > 0:08:20and then when it has been to the dealership,
0:08:20 > 0:08:23when it's come out and what they have told me.
0:08:23 > 0:08:26Crikey! How many pages? I bet if they see you in the forecourt,
0:08:26 > 0:08:28they put the closed sign on the door!
0:08:28 > 0:08:32OK, but although you've done all this,
0:08:32 > 0:08:36no-one's actually said to you, "Do this, get the problem sorted out and this is what you can do."
0:08:36 > 0:08:38- You're still in a bit of a limbo here, aren't you?- Yes.
0:08:38 > 0:08:41All the companies I've spoke to have either said,
0:08:41 > 0:08:45"Oh, you need to ring this company, ring Trading Standards, ring the finance..."
0:08:45 > 0:08:47Finance told me to ring the dealership,
0:08:47 > 0:08:50the dealership told me to ring Citroen UK.
0:08:50 > 0:08:52I have been passed from person to person with no outcome.
0:08:54 > 0:08:56As I go over Becky's case with her,
0:08:56 > 0:09:01I'm beginning to realise just how much work she's put in to try and get this problem sorted.
0:09:01 > 0:09:03She's spoken to Trading Standards,
0:09:03 > 0:09:06who put her in contact with Consumer Direct.
0:09:06 > 0:09:09They told her, under the Sale of Goods Act she had a case,
0:09:09 > 0:09:12yet she's still being refused a refund by Citroen.
0:09:12 > 0:09:13Why?
0:09:15 > 0:09:16So here we are now,
0:09:16 > 0:09:1950-odd times the light's been on, five months down the line.
0:09:19 > 0:09:23- And you haven't been able to do anything about it.- Nothing.
0:09:23 > 0:09:26- Which is frustrating, cos you've done everything by the book. - Very frustrating.
0:09:26 > 0:09:29Cos I don't know where else to sort of turn with it now.
0:09:29 > 0:09:32Reading through Becky's copious paper trail,
0:09:32 > 0:09:35it seems Citroen are saying it's no more than a software fault
0:09:35 > 0:09:37causing the light to go on and off,
0:09:37 > 0:09:40but fundamentally, the car's not faulty.
0:09:40 > 0:09:43Therefore, no refund for Becky.
0:09:43 > 0:09:46Now, let me tell you, something doesn't smell right,
0:09:46 > 0:09:48and it's not the exhaust fumes.
0:09:48 > 0:09:51Becky's made all the right moves as a conscientious consumer,
0:09:51 > 0:09:54but she's hit a brick wall.
0:09:54 > 0:09:58To help me out on this case, I want Becky to do some further research.
0:09:58 > 0:10:00I want her to meet up with Trading Standards
0:10:00 > 0:10:03and double check her consumer rights.
0:10:03 > 0:10:07She may be incredibly organised, but has she got all her facts straight?
0:10:09 > 0:10:14I can't make promises, because there's a lot of grey areas when it comes to cars.
0:10:14 > 0:10:20Certainly, one huge thing in my favour is just how efficient you've been with everything.
0:10:20 > 0:10:22I really do admire you for that.
0:10:22 > 0:10:25But as I understand it now, I want to clarify this 100%,
0:10:25 > 0:10:27the only thing you'll be really happy with
0:10:27 > 0:10:30- is if you can wash your hands of this car.- Yeah.
0:10:30 > 0:10:34- And you'd love an apology from Citroen.- Just an apology.- Right.
0:10:34 > 0:10:36I can't make promises but I'll certainly give it a go for you.
0:10:36 > 0:10:40- Can I keep your paperwork? - Yep, of course you can. Thank you. - Right, lovely.
0:10:40 > 0:10:43I've got to say, I really feel sorry for Becky.
0:10:43 > 0:10:45She's a young girl, she's bought a dream car there
0:10:45 > 0:10:48and she seems to have had quite a lot of problems with it.
0:10:48 > 0:10:52What I'm really, really surprised about, she's been so efficient in what she's done
0:10:52 > 0:10:54and she's not been able to get it sorted.
0:10:54 > 0:10:58Trouble is, it's now five months old, it's done a few thousand miles.
0:10:58 > 0:11:00Am I going to be able to do any better?
0:11:00 > 0:11:03Just have to keep me fingers crossed.
0:11:03 > 0:11:06Before I go any further with this case,
0:11:06 > 0:11:09I think it's high time I researched who I'm up against.
0:11:09 > 0:11:11Citroen was founded in France in 1919
0:11:11 > 0:11:16and was the first mass production car company ever outside of the USA.
0:11:16 > 0:11:19They are now over 90 years old
0:11:19 > 0:11:23and in 2009 relaunched its brand with cars like Becky's DS3.
0:11:23 > 0:11:28They've got a good pedigree, but it won't stop me gunning my engine at them.
0:11:29 > 0:11:30I'll tell you one thing.
0:11:30 > 0:11:36If I bought a brand-new car like Becky had and had had untold problems
0:11:36 > 0:11:40from almost day one, I wouldn't want the car fixed.
0:11:40 > 0:11:43I'd want me money back, cancel it. And that's what I'm going to aim to get for her.
0:11:43 > 0:11:46But it is a very grey area.
0:11:46 > 0:11:48Right, first things first.
0:11:48 > 0:11:53I want to get a definitive answer from the Citroen garage Becky has been dealing with
0:11:53 > 0:11:56about what to do if an engine management light appears on your dashboard.
0:11:56 > 0:11:59Hi, there, service department, please.
0:11:59 > 0:12:02I'm put straight through to the workshop.
0:12:02 > 0:12:05A lady's got a Citroen DS3
0:12:05 > 0:12:09and the engine management light keeps coming on.
0:12:09 > 0:12:14If that happens, what would anybody advise somebody to do if that problem happens?
0:12:14 > 0:12:16Yep, you've guessed it.
0:12:16 > 0:12:19Interesting, because the workshop controller says
0:12:19 > 0:12:22if the engine management light comes on, do not drive the car.
0:12:23 > 0:12:26And this is the crux of my beef with Citroen.
0:12:26 > 0:12:28On the one hand, don't drive.
0:12:28 > 0:12:32On the other hand, it's fine to drive, it's just a software fault.
0:12:32 > 0:12:35No wonder Becky's confidence in her car has hit rock bottom.
0:12:36 > 0:12:40And so does mine, when I discover just what Becky's been up against,
0:12:40 > 0:12:45as Citroen ask me to question the foundations of her case.
0:12:45 > 0:12:50He said, "Do you think she deserves her money back?" I said, "Yeah.
0:12:50 > 0:12:54"And when you read all the information, I think you will as well."
0:12:59 > 0:13:00Consumer law can be very confusing.
0:13:00 > 0:13:04You've got your Sale of Goods Act, distance selling, right to return.
0:13:04 > 0:13:05I could go on.
0:13:05 > 0:13:09But knowing just a few of these laws can save you not only money
0:13:09 > 0:13:12but an awful lot of hassle as well.
0:13:12 > 0:13:15My research team have been out on the streets,
0:13:15 > 0:13:18armed with questions to put to you, the buying public,
0:13:18 > 0:13:22to find out if you know your consumer rights from your consumer wrongs.
0:13:26 > 0:13:31Today, we hit the shopping centres in our quest for spreading knowledge.
0:13:31 > 0:13:35First question for you canny consumers, a flight of fancy.
0:13:35 > 0:13:40"You've bought flights to Paris, but last-minute work commitments mean you can't go.
0:13:40 > 0:13:43"You offer your tickets to a friend, but then find out
0:13:43 > 0:13:46"the airline are going to charge you for the privilege.
0:13:46 > 0:13:48"Can they do this?"
0:13:48 > 0:13:49Yes, I think they can.
0:13:49 > 0:13:51Yes, I think they can.
0:13:51 > 0:13:55The reason I think they can is because when you buy them,
0:13:55 > 0:13:58I think they say on them, "not transferable".
0:13:58 > 0:14:02They can do this because you're changing the details of the flight.
0:14:02 > 0:14:04Correct.
0:14:04 > 0:14:09The airline can charge for administration fees to change the name on the ticket.
0:14:09 > 0:14:14Even spelling your own name incorrectly can lead to a charge of up to £100.
0:14:14 > 0:14:17The only way to guarantee not having to pay these fees
0:14:17 > 0:14:21is to make sure your details are bang on first time.
0:14:21 > 0:14:24Admit it, I'm a natural at this.
0:14:24 > 0:14:27Ever heard about pride coming before a fall?
0:14:27 > 0:14:30Anyway, next up, birthday blowout.
0:14:30 > 0:14:34"You are given a voucher for your birthday but don't use it for eight months.
0:14:34 > 0:14:38"When you go into a store, they tell you the voucher has expired and is worthless.
0:14:38 > 0:14:40"Is this legal?"
0:14:40 > 0:14:42I think you must get longer, maybe a year.
0:14:42 > 0:14:46Well, on the voucher, they tell you how many months until it expires.
0:14:46 > 0:14:49So once it expires, you can't use it.
0:14:49 > 0:14:52It depends if there's small print on the voucher, I imagine.
0:14:52 > 0:14:56You have to check to see if it has an expiration date.
0:14:56 > 0:14:59Correct. Two out of three of you. Not bad.
0:14:59 > 0:15:03It is legal because vouchers come with their own set of terms and conditions
0:15:03 > 0:15:06and individual expiry dates.
0:15:06 > 0:15:09Some shops may let you use the vouchers outside of the expiry date,
0:15:09 > 0:15:13but this is a goodwill gesture on their part.
0:15:13 > 0:15:18But remember, according to the Office of Fair Trading, it's up to the shop to make you aware
0:15:18 > 0:15:21the vouchers do have a time limit.
0:15:21 > 0:15:23I'd haggle with them there!
0:15:23 > 0:15:28Aha, a lady after my own heart. And finally, internet safety net.
0:15:28 > 0:15:32"You discover money has been fraudulently taken from your bank account via online transaction
0:15:32 > 0:15:36"but you have not lost your card and you not had them stolen.
0:15:36 > 0:15:40"Can you get your money back from the bank?" Yes, you can.
0:15:40 > 0:15:44I believe most bank cards do have a limit, whereby they will reimburse you.
0:15:44 > 0:15:46Yes. You can.
0:15:46 > 0:15:51- I'm pretty sure about that one. - Crikey! All three of you correct.
0:15:51 > 0:15:55That happened to a friend of mine. But it took him a while to get the money back.
0:15:55 > 0:15:59If the bank can't prove you acted recklessly with your card,
0:15:59 > 0:16:02you are entitled to a refund.
0:16:02 > 0:16:07They must also credit your account immediately while they conduct their investigations.
0:16:07 > 0:16:12But, and there is a but, you are liable to pay up to the first £50 in costs.
0:16:13 > 0:16:16I had a similar situation where they used my credit card
0:16:16 > 0:16:18and I hadn't lost my credit card,
0:16:18 > 0:16:23but the lady behind the counter had swiped it for her friend.
0:16:23 > 0:16:29It just goes to show, it pays to keep your eyes wide open when splashing the cash.
0:16:30 > 0:16:33Well done, you lot. Three right answers in a row.
0:16:33 > 0:16:37I can see my years of ranting about your rights is beginning to sink in.
0:16:37 > 0:16:41Trust me, knowing your rights will stop you getting done.
0:16:47 > 0:16:52I've been called in by 22-year-old support worker Becky Radigan.
0:16:52 > 0:16:58In July 2011, she fell in love with a brand-new Citroen DS3.
0:16:58 > 0:17:02But sadly, it didn't take long for the £15,000 relationship to go sour.
0:17:02 > 0:17:05After just four days,
0:17:05 > 0:17:09the engine management light pinged on and off and on and off.
0:17:09 > 0:17:12Eventually, over 50 times in five months.
0:17:13 > 0:17:15And no-one at Citroen could fix it.
0:17:15 > 0:17:18When I was ringing them to tell them I was dissatisfied
0:17:18 > 0:17:24and when I wrote to the letters to say I am not happy, they didn't understand why I was upset.
0:17:24 > 0:17:29It didn't feel like they understood, and they didn't seem to have any empathy towards -
0:17:29 > 0:17:33you have just spent a lot of money on what is known as a good car.
0:17:33 > 0:17:37Becky has lost confidence in the car and wants to reject it,
0:17:37 > 0:17:41but the garage are saying there's no fault with it, it's a software issue.
0:17:41 > 0:17:47It doesn't work like that in this country. Becky has rights and I'm going to help her achieve them.
0:17:47 > 0:17:49But what exactly are those rights?
0:17:49 > 0:17:55And just how easy is it to reject a new car? Let's see what the industry experts think.
0:17:57 > 0:18:01Emma Butcher is the consumer editor for What Car? magazine
0:18:01 > 0:18:05and believe me, she knows her motors.
0:18:05 > 0:18:09Buying a new car is one of the most exciting purchases that people make.
0:18:09 > 0:18:13It's the second biggest purchase that most people will make after a house.
0:18:13 > 0:18:19A car is an emotional purchase for a lot of people,
0:18:19 > 0:18:23as well as being an integral part of people's lives.
0:18:23 > 0:18:26In Becky's case, it was both an emotional
0:18:26 > 0:18:32and integral purchase, but it's gone wrong and now she's distraught.
0:18:32 > 0:18:34Did she have her hopes set too high?
0:18:34 > 0:18:39We should expect perfection from a new car. At What Car?, that's certainly what we believe.
0:18:39 > 0:18:46There will be times when there will be minor niggles which can be fixed and repaired very easily.
0:18:46 > 0:18:51Most people find that when they have a problem with their car, their dealer will take it straight back,
0:18:51 > 0:18:55rectify the problem and they're back on the road and everyone's happy.
0:18:55 > 0:19:00Apart from Becky, in this case, because they never managed to fix the issue once and for all.
0:19:00 > 0:19:04If there is something inherently wrong with the car,
0:19:04 > 0:19:09you are within your rights under the Sale of Goods Act to reject the car.
0:19:09 > 0:19:12It's a difficult thing to do and there are very few
0:19:12 > 0:19:17rejections in the UK because there are generally other remedies.
0:19:17 > 0:19:20Things don't usually go that badly.
0:19:20 > 0:19:23But sadly, they have in this case.
0:19:23 > 0:19:29Even though Becky's car never broken down, there is still something wrong that they haven't fixed.
0:19:29 > 0:19:31Thanks, Emma. Time to get back on the blower.
0:19:31 > 0:19:36I'm going to call the Citroen dealership to get their take on Becky's five month battle.
0:19:36 > 0:19:42What's the name of the dealer principal, please? Is it possible to be put through to him, please?
0:19:42 > 0:19:46But it turns out he's busy. Too busy to speak to me anyway.
0:19:46 > 0:19:51And it transpires the boss is too busy all day.
0:19:51 > 0:19:54Failing to return my calls, I decide to cut my losses.
0:19:54 > 0:19:58I'm going to ring Citroen head office now, actually. I was hoping to try to sort it out.
0:19:58 > 0:20:02If you can ask him to return my call, I did leave the number earlier.
0:20:02 > 0:20:07OK. Thanks very much. Lovely, thank you. Bye.
0:20:07 > 0:20:12Now, that slightly annoys me. I called a few hours ago and was told he was in a meeting.
0:20:12 > 0:20:18I said, "Can he call me back as soon as possible?" And he hasn't. He's out of the office. Doesn't matter.
0:20:18 > 0:20:22I'll just go straight to the top now and Citroen head office.
0:20:22 > 0:20:26I'm going to try and get hold of the man Becky's been dealing with. Despite her writing to him
0:20:26 > 0:20:31and quoting the Sale of Goods Act, he flatly refused to let her reject her car,
0:20:31 > 0:20:37stating it had never actually broken down, therefore wasn't faulty enough to warrant a refund.
0:20:37 > 0:20:41He then ignored all her correspondence. Shame on you.
0:20:41 > 0:20:44It's Dominic Littlewood.
0:20:44 > 0:20:51But again, it seems my luck is out. The man I'm after is busy. It's time for a different approach.
0:20:51 > 0:20:54Is it possible to speak to the press department?
0:20:54 > 0:20:58Hopefully, these guys will sit up and listen. This is my fourth call in this case.
0:20:58 > 0:21:04I suspect they know I'm sniffing around, but they don't know what I'm calling about.
0:21:04 > 0:21:07Marc, good afternoon. It's Dominic Littlewood calling from the BBC.
0:21:09 > 0:21:12I bring Marc Raven, the head of PR, up to speed with events
0:21:12 > 0:21:16and let him know I now have Becky's permission to represent her
0:21:16 > 0:21:20in this case and they will now only be dealing with me.
0:21:20 > 0:21:25She should be covered under the Sale of Goods Act to reject the goods - in this case, the car.
0:21:25 > 0:21:30Even if it's a software download, she shouldn't be expected wait for that.
0:21:30 > 0:21:33In theory, the car's not fit for purpose.
0:21:33 > 0:21:38Interestingly, Marc keeps asking whether the car has ever broken down, leaving Becky stranded.
0:21:38 > 0:21:40That old chestnut again.
0:21:42 > 0:21:47I tell him no, and it's irrelevant because I have a timeline in front of me, showing the past five months
0:21:47 > 0:21:51of issues Becky's had with her car and it's still not fixed.
0:21:51 > 0:21:55Marc promises to get on the case.
0:21:55 > 0:21:59Bye bye, then. Now things are starting to happen.
0:21:59 > 0:22:04When you get to the top, you can't help feeling that this case will be sorted out fairly soon.
0:22:04 > 0:22:07Although he did say something interesting.
0:22:07 > 0:22:12He said, "Do you think she deserves her money back?" I said, "Yeah.
0:22:12 > 0:22:15"When you read all the information, I think you will as well."
0:22:17 > 0:22:20While Citroen UK mull that over,
0:22:20 > 0:22:25I want to spend some time going over Becky's comprehensive paper trail to see if I can work out
0:22:25 > 0:22:28where her case against Citroen fell down.
0:22:28 > 0:22:33During the first eight weeks, whilst the dealership tried to repair the car,
0:22:33 > 0:22:36Becky made it clear in writing that allowing them the opportunity
0:22:36 > 0:22:40to try and fix it five times would not affect her right to a refund.
0:22:40 > 0:22:46When the fault was still not rectified, she wrote to both the dealership and Citroen UK
0:22:46 > 0:22:49saying she wanted to reject their car.
0:22:49 > 0:22:52She backed this up with advice from Trading Standards
0:22:52 > 0:22:56and the Sales of Goods Act, quoting section 14,
0:22:56 > 0:23:00that goods must be fit for purpose and free from minor defects.
0:23:00 > 0:23:06But Citroen don't agree with it being not fit for purpose, as it's never broken down.
0:23:06 > 0:23:11But I'll tell you what has broken down, Citroen's relationship with a once happy customer.
0:23:13 > 0:23:18They didn't seem bothered, so to speak, that I was having these problems.
0:23:18 > 0:23:22They were brushing it under the carpet and saying, "We'll fix it another day."
0:23:22 > 0:23:25They weren't very polite on the phone.
0:23:25 > 0:23:28He was quite abrupt, which upset me even more because I was
0:23:28 > 0:23:31so frustrated that I couldn't get my point across.
0:23:31 > 0:23:34I was disappointed that they couldn't even have said sorry.
0:23:39 > 0:23:42Becky's troubles have got me thinking.
0:23:42 > 0:23:46Modern day cars have got so much technology, what with ECUs
0:23:46 > 0:23:49and brains, is it becoming more of a hindrance than a help?
0:23:51 > 0:23:56Who are they there for? The driver or the dealer? The engine or the environment?
0:23:56 > 0:24:00To discover more, we've got hold of some experts.
0:24:01 > 0:24:06And what experts they are! Stuart White is an award winning master technician.
0:24:06 > 0:24:11Piers Bridgeman-Williams has over three decades of mechanical experience under his belt,
0:24:11 > 0:24:15dealing with everything from Daimlers to Datsuns.
0:24:15 > 0:24:20So, first up, engine management lights. Piers starts with the basics.
0:24:20 > 0:24:27An engine management light on most cars is an orange light that comes up on the dashboard
0:24:27 > 0:24:31and it tells you that something is not correct with the engine.
0:24:31 > 0:24:34Ah, but how does it know something's potentially wrong?
0:24:34 > 0:24:37It's got a lot of electronic control.
0:24:37 > 0:24:40Just what we can see under the bonnet here,
0:24:40 > 0:24:43we've got a throttle actuator there, we've got a temperature sensor.
0:24:46 > 0:24:47We've got an air mass sensor there.
0:24:47 > 0:24:52That's just a fraction of the amount of sensors and actuators
0:24:52 > 0:24:56that are on this vehicle to control the engine and the emissions.
0:24:56 > 0:25:00These sensors will be linked to the engine management system.
0:25:00 > 0:25:05So if any one of these multitude of sensors picks up on something,
0:25:05 > 0:25:07ping, on comes the warning light.
0:25:07 > 0:25:11So is this level of technology a good or bad thing for us drivers?
0:25:11 > 0:25:15The engine fault light's important for a number of factors.
0:25:15 > 0:25:22It can be reporting a fault that means the vehicle is emitting higher emissions than it should do.
0:25:22 > 0:25:24That's one of its main functions.
0:25:24 > 0:25:30It can also be reporting there's a fault which could be causing damage to the vehicle.
0:25:30 > 0:25:34I think on the whole, the engine management light system is over-complicated.
0:25:34 > 0:25:40The engine management lights today are extremely sensitive
0:25:40 > 0:25:44to a variety of problems. Some of which, frankly, are insignificant.
0:25:44 > 0:25:49OK, two differing opinions, but what about when that thing
0:25:49 > 0:25:52that's supposed to spot the problem is seemingly the problem?
0:25:52 > 0:25:59And remember, if an engine management warning light is showing during your MOT, it will fail.
0:25:59 > 0:26:04Hopefully, that little fact will save a few of you a headache when it comes to your next MOT.
0:26:04 > 0:26:07So, what do these guys think about Becky's car conundrum?
0:26:07 > 0:26:12I would never expect an engine management light on a new car. No.
0:26:12 > 0:26:17If the car is brand-new and you've done very little mileage in it,
0:26:17 > 0:26:20I think, really, three chances is enough.
0:26:20 > 0:26:24So a fault light can mean anything from a fuse to fuel,
0:26:24 > 0:26:29and overall, they're a good thing, both for monitoring emissions and your motor.
0:26:29 > 0:26:35But you heard both these guys. What's happened to Becky shouldn't happen with a brand-new car.
0:26:36 > 0:26:40What do Trading Standards think? I've asked Becky to do a bit of digging for me.
0:26:40 > 0:26:43Hiya, Len. Nice to meet you.
0:26:43 > 0:26:48I want Becky to conduct some extra research into consumer law.
0:26:48 > 0:26:51She's already written to Trading Standards about her case,
0:26:51 > 0:26:55but it's time she got the facts straight from the horse's mouth.
0:26:55 > 0:27:01They're meeting up at a local dealership, that I might add, have nothing to do with her issues.
0:27:01 > 0:27:06I've got one question with regards to what consumer rights people have when it comes to buying a vehicle.
0:27:06 > 0:27:10- Is it the same as going shopping for a pair of shoes? Do you have the same rights?- Yes.
0:27:10 > 0:27:14It's essentially the same legislation. It's the same rights.
0:27:14 > 0:27:17I was under the impression from the dealership
0:27:17 > 0:27:21that a rejection on a car is almost impossible
0:27:21 > 0:27:24and it's an item you can't return once you've got.
0:27:24 > 0:27:29It's a good example of how they're telling you something which isn't actually true within the law.
0:27:29 > 0:27:32The rights are the same. You can reject a car,
0:27:32 > 0:27:36but it's important you tell the garage as soon as possible.
0:27:36 > 0:27:41Do you get a lot of complaints regarding rejections on vehicles?
0:27:41 > 0:27:45It varies. The rejection one is quite small, actually.
0:27:45 > 0:27:49There aren't that many, I would say, that would be about rejection.
0:27:49 > 0:27:52There may not be that many, but in my eyes,
0:27:52 > 0:27:56it doesn't mean car companies can simply ignore those that do
0:27:56 > 0:27:59want to legitimately reject their car.
0:27:59 > 0:28:03After what Becky's been through, I think her case is watertight.
0:28:03 > 0:28:10I hope that's helped. Just keep on being determined and don't give up.
0:28:10 > 0:28:15Thanks. I feel a lot more reassured and confident in going to keep on going.
0:28:15 > 0:28:19- I won't let them get away with it this time.- Good for you.
0:28:19 > 0:28:22Trading Standards think Becky has a case.
0:28:22 > 0:28:26But even better, I think I've just found Citroen's Achilles heel
0:28:26 > 0:28:29in their argument against issuing Becky with a refund.
0:28:29 > 0:28:35They may have ignored the Sales of Goods Act about her car not being fit for purpose,
0:28:35 > 0:28:39but they can't ignore how long Becky's waited for it to be fixed.
0:28:41 > 0:28:44Let me explain, using this calendar.
0:28:44 > 0:28:51I'm ticking off every day over the five months that light has appeared on Becky's dash.
0:28:51 > 0:28:56And this is the point, Citroen may only consider this a minor fault,
0:28:56 > 0:28:58but it's still a fault regardless.
0:28:58 > 0:29:04I've discovered that under the Sales of Goods Act, the retailer must either repay her,
0:29:04 > 0:29:08replace or refund the goods within a reasonable time if the goods
0:29:08 > 0:29:12are not of a satisfactory quality or fit for purpose.
0:29:12 > 0:29:19I don't know about you, but a £15,000 car, 50 warning lights coming on,
0:29:19 > 0:29:25five visits to a garage and a five month battle?! That don't sound very reasonable to me! No way!
0:29:26 > 0:29:34I'm going to let Citroen know it. It seems they want to discuss these issues with Becky rather than me.
0:29:34 > 0:29:38Despite the fact they know Becky has asked me to handle this case on her behalf,
0:29:38 > 0:29:41they've rung her. Maybe they're just being helpful.
0:29:41 > 0:29:43Hi. Is that Marc?
0:29:43 > 0:29:47It's Marc from Citroen's PR. I'd like a word in his ear.
0:29:47 > 0:29:51Let's get down to the business and Becky Radigan.
0:29:51 > 0:29:54I know you called her yesterday. She was a bit shocked at that.
0:29:54 > 0:29:58But she's such a thorough girl, she gave me a transcript of the conversation.
0:29:58 > 0:30:02For a start, Becky has told Citroen only to deal with me
0:30:02 > 0:30:08and in this phone call, Marc tried to persuade her to give them once last go at fixing the fault.
0:30:08 > 0:30:13Because lo and behold, they've now got the software update needed.
0:30:13 > 0:30:16Sorry, too late. In fact, five months too late.
0:30:17 > 0:30:21That's not an option she wants to consider.
0:30:21 > 0:30:25The garage had five opportunities to fix the car, she's been told various things,
0:30:25 > 0:30:29from belts needing adjustment to software downloads.
0:30:29 > 0:30:32She was told the software download wasn't available, now it is.
0:30:32 > 0:30:38Marc then tells me he thinks it's reasonable to give them one chance at fixing the car.
0:30:38 > 0:30:42One go, reasonable. The sixth attempt, not reasonable.
0:30:42 > 0:30:45She did write to you and reject the car,
0:30:45 > 0:30:48she also CC'd Citroen Financial Services with Citroen UK.
0:30:48 > 0:30:50She's attempted to reject it.
0:30:50 > 0:30:54Trading Standards have been notified. From her, not from me.
0:30:54 > 0:30:56I haven't got involved in that yet.
0:30:56 > 0:31:01They've advised her she's within her rights to reject the car. I know that, under the Sale of Goods Act.
0:31:01 > 0:31:05She doesn't want any more goes, any more one last attempts,
0:31:05 > 0:31:07she's lost confidence in the car.
0:31:07 > 0:31:12She doesn't want to be driving it. I don't blame her. She's in her 20s, she's a girl,
0:31:12 > 0:31:17the engine light keeps coming on, she's been back to the garage five times, it was brand-new.
0:31:17 > 0:31:23Marc puts the offer forward one last time, but I'm afraid it's falling on deaf ears.
0:31:23 > 0:31:26I won't pull a u-turn and if you hadn't already noticed,
0:31:26 > 0:31:30Becky's a lady who is not for turning.
0:31:30 > 0:31:35He said, "Now I know where you stand, put it in writing and I'll let you know within 24 hours."
0:31:35 > 0:31:37It's going to be the longest 24 hours of my life.
0:31:37 > 0:31:42And at the end of it, will I be able to give Becky and her family news that they want to hear?
0:31:43 > 0:31:47- I told Mum how you're a bit upset. - What's wrong?
0:31:51 > 0:31:53I love helping you fight your consumer battles
0:31:53 > 0:31:58but it's even better when you use my advice to fight your own corner. And here's how you did it.
0:32:03 > 0:32:06Everyone gets old and I'm certainly no spring chicken,
0:32:06 > 0:32:11but there may come a time when moving from your own home into a care home becomes a reality.
0:32:11 > 0:32:15But who pays for this? In some cases, the government, but in over a third of cases,
0:32:15 > 0:32:20the bill is paid using a person's savings or their relatives.
0:32:20 > 0:32:23Alan Brown from Kent found himself in this situation when his mother,
0:32:23 > 0:32:28Muriel, was diagnosed with dementia in 2005 and needed to go into care.
0:32:28 > 0:32:33Luckily, there were schemes in place to help cushion the blow.
0:32:33 > 0:32:36When someone goes into care,
0:32:36 > 0:32:41a lot of people don't realise that there is a national directive
0:32:41 > 0:32:47that says you can offset the cost of the care from the property.
0:32:47 > 0:32:49So you don't actually lose the property.
0:32:49 > 0:32:54You can have an interest free loan against the property.
0:32:54 > 0:32:58This scheme basically meant the council would pay for Muriel's care
0:32:58 > 0:33:02up until her death and claim the money back once her house was sold.
0:33:02 > 0:33:06Muriel was in care from 2006 to 2008,
0:33:06 > 0:33:10when she finally passed away in September, aged 88.
0:33:10 > 0:33:14The final six months of her life had seen her health decline.
0:33:14 > 0:33:16Having broken her hip and suffered a stroke,
0:33:16 > 0:33:19She needed round the clock care.
0:33:21 > 0:33:25The funeral for her was tremendous.
0:33:25 > 0:33:28There was well over 100 at the funeral.
0:33:28 > 0:33:30We had a lovely time there.
0:33:30 > 0:33:34The family were grieving, but Muriel's death meant it was time
0:33:34 > 0:33:38to think about paying the council back the care fees.
0:33:38 > 0:33:41In Muriel's case, this came to over £46,000.
0:33:41 > 0:33:45When Alan came to sell the house, the care fees were paid off.
0:33:45 > 0:33:49It was only later down the line that Alan heard about another
0:33:49 > 0:33:54government scheme that said if, like Muriel, you needed total care
0:33:54 > 0:33:56at some point during your stay at a care home,
0:33:56 > 0:34:00you can potentially be reimbursed some of your fees.
0:34:00 > 0:34:06Because, as in Muriel's case, after her broken hip and stroke, she could have stayed in a hospital.
0:34:06 > 0:34:11So Alan visited the Age Concern website, got hold of the right forms and got the ball rolling.
0:34:12 > 0:34:15Within a couple of weeks,
0:34:15 > 0:34:19I received a letter back with a form that you have to fill in
0:34:19 > 0:34:24to give permission for records and everything, which I duly did.
0:34:24 > 0:34:28And that was it. I didn't hear any more for quite some time after that.
0:34:28 > 0:34:31The scheme, run by the Primary Care Trust,
0:34:31 > 0:34:36then sent letters to Muriel's GP and the care homes she'd stayed at over the years,
0:34:36 > 0:34:39in order to get a picture of the type of care she'd received.
0:34:39 > 0:34:42The months rolled on - till Alan got a letter from the trust
0:34:42 > 0:34:45telling him none of the care homes had responded.
0:34:45 > 0:34:49He decided to take matters into his own hands.
0:34:49 > 0:34:52I thought, "I'll go to the care homes because they're fairly local
0:34:52 > 0:34:59"and try and find out what was going on." Which I did.
0:34:59 > 0:35:05It turned out both care homes had simply filed away or ignored the request letter from the trust.
0:35:05 > 0:35:10Alan thought he was now back on track. But as the weeks went by and still nothing happened,
0:35:10 > 0:35:12Alan cut to the chase.
0:35:14 > 0:35:18I rang the company who runs the care home
0:35:18 > 0:35:24and I got through to the managing director's PA, quite surprisingly.
0:35:24 > 0:35:28And this lady was horrified at what I'd found.
0:35:28 > 0:35:32And within a few days, the notes appeared.
0:35:32 > 0:35:36After nearly four months, things were finally happening,
0:35:36 > 0:35:42but Alan then waited another four months for the trust to get back to him with a decision
0:35:42 > 0:35:47about whether Muriel's condition in the last six months of her life warranted a reimbursement.
0:35:47 > 0:35:52She needed total care, and yet the report said she didn't.
0:35:52 > 0:35:56And we wouldn't get any money or anything.
0:35:56 > 0:36:00Alan was frustrated, as it seemed like a case of conflicting opinions.
0:36:00 > 0:36:06On the one hand, Muriel needed total care, but on the other hand, her condition was rated OK.
0:36:07 > 0:36:11It just didn't make sense, especially for the 72 day period
0:36:11 > 0:36:15after her stroke when she was totally dependent on care.
0:36:15 > 0:36:21Alan appealed against the decision and a hearing was set with a panel of experts.
0:36:21 > 0:36:27My sister and myself went and we stated our case and asked them
0:36:27 > 0:36:33what total nursing care was actually about.
0:36:33 > 0:36:36And what were the criteria.
0:36:37 > 0:36:40And they couldn't really answer that at all.
0:36:40 > 0:36:45We went away and we just waited to see what would happen.
0:36:45 > 0:36:50Alan was about to get some unexpected news.
0:36:50 > 0:36:53The panel had decided in his favour,
0:36:53 > 0:36:58agreeing that in the last 72 days of her life, Muriel had indeed needed total care.
0:36:58 > 0:37:03We were absolutely stunned when it came out at over £9,600,
0:37:03 > 0:37:06when it suddenly turned up.
0:37:08 > 0:37:12We were quite amazed that we had actually, after almost a year
0:37:12 > 0:37:17to the day, succeeded in what we'd tried to do.
0:37:19 > 0:37:23I'm really pleased for Alan. Despite grieving for his mother, he fought for what he thought
0:37:23 > 0:37:27was rightfully theirs, and his perseverance and patience
0:37:27 > 0:37:31and getting to speak to the person at the top eventually paid off.
0:37:31 > 0:37:34And they got the men in the suits to pay out.
0:37:39 > 0:37:4622-year-old care worker Becky Radigan has had a five month battle over a brand-new Citroen DS3.
0:37:47 > 0:37:54It's had a warning light fault since week one and they can't fix it and won't give her a refund.
0:37:54 > 0:37:57Ignoring the Sales of Goods Act, Citroen refuse to acknowledge
0:37:57 > 0:38:01her case that her brand-new car was not fit for purpose
0:38:01 > 0:38:05because it had never actually broken down.
0:38:05 > 0:38:07But that's beside the point.
0:38:07 > 0:38:09According to the experts I've spoken to:
0:38:09 > 0:38:12We should expect perfection from a new car.
0:38:12 > 0:38:15I would never expect an engine management light on a new car.
0:38:15 > 0:38:17You'd expect to walk away with a product that is
0:38:17 > 0:38:19not going to cause you any aggravation,
0:38:19 > 0:38:23ideally, for the next three years, under its warranty period.
0:38:23 > 0:38:28Just keep on being determined and don't give up.
0:38:28 > 0:38:32And that's exactly why I looked further into the Sales of Goods Act, and pointed out
0:38:32 > 0:38:37they have had a reasonable time to fix the fault and have failed.
0:38:37 > 0:38:40Money back or nothing, I'm afraid.
0:38:40 > 0:38:44They wanted 24 hours to consider my demand. Let's see how far they've got.
0:38:46 > 0:38:47Don't know if it's good news or bad,
0:38:47 > 0:38:50but there's only one way to find out.
0:38:51 > 0:38:53'I get Marc, head of Citroen's PR.'
0:38:53 > 0:38:56Fire away. I believe you might have some news for me.
0:38:56 > 0:38:59'Marc and I banter about the case so far.
0:38:59 > 0:39:03'Citroen are keen to stress this is just a one-off software issue,
0:39:03 > 0:39:07'but it's the five months of bad customer service that I have issues with.'
0:39:07 > 0:39:11She's lost confidence. I know it's a great car. It wouldn't have won Car of the Year if it hadn't.
0:39:11 > 0:39:15'And that's the point - this isn't about the car,
0:39:15 > 0:39:19'it's about fobbing off a diligent customer for nearly half a year.
0:39:19 > 0:39:23'Citroen still have to sort some of the final details out in their offer to Becky.
0:39:23 > 0:39:30'There's things like mileage to consider, as she's been using the car for five months.
0:39:30 > 0:39:34'"Fine," I say, but don't forget I want her deposit back
0:39:34 > 0:39:38'and for her to leave her finance deal unscathed, with a clean slate.'
0:39:40 > 0:39:45Very good news, but... There's always a but, isn't there?
0:39:45 > 0:39:47Not quite got the result I wanted yet.
0:39:47 > 0:39:51I've got to ring Becky now and find out what the mileage is on the car.
0:39:51 > 0:39:55Definitely nearing the goalposts though.
0:39:57 > 0:40:00'Over the following week, e-mails bounce back and forth
0:40:00 > 0:40:04'to Citroen about the condition of the car and its mileage.
0:40:04 > 0:40:09'But finally we get to an agreement, which is why I'm back in Yorkshire.'
0:40:09 > 0:40:14- All right, Becky?- Hello. - I love your county, but I don't like this weather. It's freezing!
0:40:14 > 0:40:18'And from a very cold start, I bring Becky back up to speed
0:40:18 > 0:40:22'on the week's events and the banter between Citroen and myself.'
0:40:22 > 0:40:24Open the boot.
0:40:24 > 0:40:26I've been a little bit sneaky.
0:40:27 > 0:40:34Right. They are from Citroen. Now, that's from Citroen head office.
0:40:34 > 0:40:38- Oh, my God!- I can take it that's their way of saying sorry.
0:40:38 > 0:40:41It's lovely that they've done it, but they've still,
0:40:41 > 0:40:46to the extent of my complaint, and the time length it's gone on,
0:40:46 > 0:40:48they haven't really done anything.
0:40:48 > 0:40:52Listen, I've got some news for you.
0:40:52 > 0:40:55Citroen are giving you a full refund.
0:41:03 > 0:41:06Thank you so much.
0:41:06 > 0:41:10- It's been my pleasure.- I can't believe it.- You can start again.
0:41:10 > 0:41:13- Start afresh. - It's all I've waited for.
0:41:13 > 0:41:15They're cancelling the finance,
0:41:15 > 0:41:19they're not taking any money off you cos you've done nearly 4,000 miles.
0:41:19 > 0:41:23- You can start afresh now.- Thank you. - Wipe the slate clean.
0:41:23 > 0:41:27I can't believe that! It's all I've waited for off them.
0:41:27 > 0:41:31I really thought I'd just have to give in to them and say,
0:41:31 > 0:41:37"It doesn't matter. Forget it. I'll just keep it." I knew I didn't want to do that.
0:41:37 > 0:41:41I didn't want to be another unhappy customer and walk away and say never mind.
0:41:41 > 0:41:43Cos I didn't like the way I'd been treated.
0:41:43 > 0:41:46But that's the best news ever.
0:41:46 > 0:41:51Do you know what, while you're standing there, do you want to tell your mum?
0:41:51 > 0:41:54- Yeah, please. - Shall I go get her?- Yeah.
0:41:54 > 0:41:57- You stay there.- Thank you.
0:41:57 > 0:41:59'This is how I love a case to come to a close.
0:41:59 > 0:42:05'It would have been a lot harder had Becky not been such a diligent customer.
0:42:05 > 0:42:07'Her paper trail was perfect.
0:42:07 > 0:42:11'I asked Citroen if they wanted to meet me, but they declined.
0:42:11 > 0:42:15'They say though, that they regret the inconvenience experienced by Becky,
0:42:15 > 0:42:18'but...
0:42:21 > 0:42:25'They also highlighted that there was never actually anything wrong
0:42:25 > 0:42:27'with Becky's car...
0:42:36 > 0:42:39'And finally, that they...
0:42:43 > 0:42:47'Good on you, Citroen. We got there in the end, and when you see the relief on this young lady's face,
0:42:47 > 0:42:49'you can see it's the right ending.'
0:42:49 > 0:42:53- I told Mum how you're a bit upset. - What's wrong?
0:42:53 > 0:42:56- They're giving me a refund.- Oh!
0:43:02 > 0:43:05- Are you proud of her?- Oh, God. I can't say how proud I am.
0:43:05 > 0:43:06Thank you.
0:43:06 > 0:43:12'And you're not the only one, Mum! I just wish all consumers were as canny as Becky.'
0:43:19 > 0:43:23Subtitles by Red Bee Media Ltd