0:00:02 > 0:00:06'I've battled for consumer rights for years, but some companies are still not getting the message.'
0:00:06 > 0:00:10It seems to be the biggest companies not looking after their customers.
0:00:10 > 0:00:13Day in, day out, thousands of you are still being taken for a ride,
0:00:13 > 0:00:16and it's always the same things: Shoddy products,
0:00:16 > 0:00:19bad customer service and the dreaded small print.
0:00:19 > 0:00:23Customer service level is the most important thing to some people.
0:00:23 > 0:00:27Some firms are driving you barmy, causing you sleepless nights
0:00:27 > 0:00:30and can make you feel like you're the ones to blame.
0:00:30 > 0:00:31But, don't despair,
0:00:31 > 0:00:35because I'll take them on, to make sure you don't get done.
0:00:55 > 0:00:57Coming up on today's show:
0:00:57 > 0:00:59When is an expert not an expert?
0:00:59 > 0:01:04When the job you paid them thousands of pounds to do ends in tears.
0:01:04 > 0:01:08The money they've taken off me is more than I earn in a year now.
0:01:08 > 0:01:13How one couple's new business nightmare became a franchise cautionary tale.
0:01:13 > 0:01:18We could possibly lose all our investment, and our house.
0:01:18 > 0:01:19And my team hits the streets
0:01:19 > 0:01:23to find out if we can help you get to grips with your consumer rights.
0:01:23 > 0:01:26- Go on, enlighten us! - HE LAUGHS
0:01:30 > 0:01:35We've all got them, but of course we only ever think about them when they go wrong.
0:01:36 > 0:01:40Few of us have ever spent much time inspecting our roofs.
0:01:40 > 0:01:45But, after all, why should we, when we can pick experts to do it for us?
0:01:46 > 0:01:48But if they're the only ones up the ladder,
0:01:48 > 0:01:52how do we know they're doing the job we're paying them to do?
0:01:52 > 0:01:54How's it looking up there?
0:01:54 > 0:01:57It looks fine to me. That'll keep the rain out!
0:01:58 > 0:02:01Meet Anne Norfolk,
0:02:01 > 0:02:04a full-time carer of her disabled 85-year-old mum, Doreen.
0:02:04 > 0:02:08And her priority is to keep a cosy roof over both their heads.
0:02:08 > 0:02:10Since giving up her job as a nurse to look after her mum,
0:02:10 > 0:02:16money is tight, and Anne is constantly trying to find ways to keep a lid on expenses.
0:02:16 > 0:02:21In 2009, one expense that just wouldn't wait was repairing the roof.
0:02:23 > 0:02:27The roof was looking pretty abysmal. The house is 50 years old.
0:02:27 > 0:02:30It hadn't had any roof repairs.
0:02:30 > 0:02:33There were a fair few cracked tiles,
0:02:33 > 0:02:35and it was looking pretty poor.
0:02:35 > 0:02:41So, it was looking at an alternative to having a full roof replacement done.
0:02:41 > 0:02:45The alternative Anne chose was to have the roof cleaned, repaired and weather sealed.
0:02:45 > 0:02:51After contacting six companies, she discovered the work was going to cost around £4,000.
0:02:51 > 0:02:53For Anne, one firm stood out.
0:02:54 > 0:02:58Protect-a-Roof was the one that seemed to be the most reliable,
0:02:58 > 0:03:02had the most back-up on their website.
0:03:02 > 0:03:05And seemed to have quite a few satisfied customers.
0:03:05 > 0:03:08So that was when I made the initial contact with them.
0:03:08 > 0:03:11The MD of the company, Julian Tuck,
0:03:11 > 0:03:15had been happy to come and take a look at Anne's roof to see what needed to be done.
0:03:15 > 0:03:19After he had completed the survey, he said that it wouldn't be a problem,
0:03:19 > 0:03:23that they would get everything sorted out, and the roof would be sound.
0:03:23 > 0:03:27Protect-a-Roof sent two people to carry out the roof cleaning and repairs,
0:03:27 > 0:03:29and Anne was more than happy with the result.
0:03:29 > 0:03:34In fact, they had done such a good job on the outside of Anne's roof that, when they suggested
0:03:34 > 0:03:36they could arrange for the inside of the roof
0:03:36 > 0:03:39to be spray foam insulated, to make the house even more energy-efficient,
0:03:39 > 0:03:42it seemed like an irresistible offer.
0:03:42 > 0:03:45But then, Anne made a crucial mistake.
0:03:47 > 0:03:51I didn't research it at the time,
0:03:51 > 0:03:55because they'd done such a good job on the outside of the roof.
0:03:55 > 0:04:01Foolishly, I then thought that they must know what they're talking about for the inside of the roof.
0:04:01 > 0:04:07One of the roofers put forward his mate, Jay, suggesting he was an expert foam sprayer.
0:04:07 > 0:04:12The thing that swung it, I guess, was the fact I was led to believe
0:04:12 > 0:04:16that Jay goes around the world doing foam insulations.
0:04:16 > 0:04:19So, he's very good at what he does.
0:04:19 > 0:04:24So, it was with confidence that Anne agreed to spend another £4,000 on insulation,
0:04:24 > 0:04:28so that her 85-year-old mum could keep her heating on through the winter
0:04:28 > 0:04:30without having to worry about the heating bills.
0:04:30 > 0:04:33But Anne's confidence soon began to evaporate,
0:04:33 > 0:04:36when the team started to install the insulation in her roof.
0:04:38 > 0:04:42They seemed to have more tea breaks than they did actually doing any work.
0:04:42 > 0:04:46The excuse that I was given was, the hoses were blocked,
0:04:46 > 0:04:49the equipment wasn't working properly.
0:04:49 > 0:04:52But they did seem to be jolly and upbeat about it.
0:04:52 > 0:04:57At the time, I didn't know that this wasn't the way that things were supposed to go.
0:04:59 > 0:05:00But she was about to find out,
0:05:00 > 0:05:06because it turns out that Jay was not the expert foam insulation sprayer that Anne thought he was.
0:05:06 > 0:05:10And, instead of a smooth, even covering with no gaps, like this,
0:05:10 > 0:05:13she was left with an uneven surface,
0:05:13 > 0:05:16full of gaps, that was not going to insulate her loft, as promised.
0:05:16 > 0:05:19Crikey. Talk about a botched job.
0:05:19 > 0:05:25But, 18 months later, Anne's battle for justice for herself and her disabled mum has taken its toll.
0:05:28 > 0:05:35I'd done this for Mum, to protect her. And this had all backfired.
0:05:35 > 0:05:40And they knew that I lived with my elderly, disabled mum.
0:05:40 > 0:05:42It's bad enough that they have hurt me,
0:05:42 > 0:05:45but effectively, they've hurt her.
0:05:45 > 0:05:48So, I started off being really, really angry.
0:05:49 > 0:05:54I'm annoyed at myself for being so stupid for trusting them.
0:05:54 > 0:05:59But they're just not prepared to take the responsibility for the fact that
0:05:59 > 0:06:04they're taking money for jobs that are absolutely...
0:06:04 > 0:06:07BLEEP!
0:06:07 > 0:06:11Well, it certainly seems like Anne has got a problem that she has been unable to resolve herself.
0:06:11 > 0:06:15So, I've come to Leeds, to see if I can sort it out.
0:06:15 > 0:06:17How long ago did Protect-a-Roof clean that roof?
0:06:17 > 0:06:21- Two years ago now.- It's held up well, hasn't it?- It has.
0:06:21 > 0:06:26Why was it so long ago that it was done, and you've only recently realised there was a problem?
0:06:26 > 0:06:29Because I only had the solar panels put on about six months ago.
0:06:29 > 0:06:32And it was during the survey for the solar panels
0:06:32 > 0:06:37that the surveyor that went up into the loft said it was the worst,
0:06:37 > 0:06:40absolutely abysmal insulation that he'd ever seen.
0:06:40 > 0:06:45- Oh.- Asked if the company that I'd had it done was a registered company,
0:06:45 > 0:06:48and I should get in touch with them and get them to come and sort it out.
0:06:48 > 0:06:53- Right. They are very, very strong descriptive words for a bad job. - Absolutely.
0:06:53 > 0:06:57How come they did the job, and if it's that bad, you didn't know about it? Did you not go up there?
0:06:57 > 0:07:02I only had a brief look at it. They knew that I didn't like heights.
0:07:02 > 0:07:05I didn't know much about foam insulation beforehand.
0:07:05 > 0:07:09So, it did look like it was OK. But, to be honest, I didn't know what I was looking for.
0:07:09 > 0:07:13Now that you've been told the job is horrendous, obviously you contacted them. What did they say?
0:07:13 > 0:07:18I had been told by Julian Tuck, the MD of the company,
0:07:18 > 0:07:21- he runs the actual firm that does the cleaning...- Right.
0:07:21 > 0:07:25..he isn't involved with the foam insulation. It's a third party that does it.
0:07:25 > 0:07:31As far as you're concerned, was he involved with that foam insulation, or just the roof?
0:07:31 > 0:07:36The foam insulation was actually agreed through Protect-a-Roof,
0:07:36 > 0:07:40that's the only piece of paper that I've got. I haven't got a contract with anybody else.
0:07:40 > 0:07:44- OK. That makes him liable. - I didn't have any details for anybody else.- Right.
0:07:44 > 0:07:49But, all I was getting back as excuse-wise, was, it was a subcontractor,
0:07:49 > 0:07:52so it's their problem, they need to come back and sort it out.
0:07:52 > 0:07:56Do you know what, Anne? My alarm bells are really starting to ring now, because
0:07:56 > 0:07:59the owner of that company is responsible for sorting this out. Not telling you,
0:07:59 > 0:08:02"I'm going to speak to him, get him to speak to so and so."
0:08:02 > 0:08:06That's rubbish. You get passed from pillar to post.
0:08:06 > 0:08:10The second I heard that, I thought, this is not going to be that easy to sort.
0:08:10 > 0:08:14- Let's go inside and have a look, shall we?- Yes, no problem.
0:08:14 > 0:08:18In fairness, Protect-a-Roof did a great job in repairing and cleaning Anne's roof.
0:08:18 > 0:08:22When it came to the insulation, it seems the work was a bit of a botched job.
0:08:22 > 0:08:27Regardless who did it, the paperwork still says Protect-a-Roof, so they are entirely responsible.
0:08:31 > 0:08:38- Well, even from here, I can see it's a right pig's ear.- It's a mess. - Cor, not half.
0:08:38 > 0:08:40OK, let me have a closer look at this.
0:08:42 > 0:08:47Anne, I'm looking at patches here where there isn't any foam at all,
0:08:47 > 0:08:51- it's just the felt on the roof.- Yep.
0:08:51 > 0:08:55With gaps like these, this type of insulation is never going to do its job properly,
0:08:55 > 0:08:58which apparently, when correctly applied, and at least an inch thick,
0:08:58 > 0:09:01can dramatically reduce your heat loss.
0:09:04 > 0:09:06It's a complete and utter hash, the whole thing.
0:09:06 > 0:09:08It looks like someone's come up here,
0:09:08 > 0:09:10and just thrown it against everything.
0:09:10 > 0:09:13I can even see daylight outside.
0:09:13 > 0:09:17- Oh, fantastic(!)- Bear in mind, this is meant to be insulation.
0:09:17 > 0:09:19What's the point if I can actually see daylight?
0:09:19 > 0:09:25It's no wonder Anne's hit the roof, because her insulation looks like this...
0:09:25 > 0:09:27when it should look like this.
0:09:28 > 0:09:33God. I tell you what, whoever's done this is certainly not qualified to do it.
0:09:33 > 0:09:36- I think I could have done a better job myself.- Yeah.
0:09:36 > 0:09:41You couldn't have done a worse one, I can tell you that much. I've seen enough.
0:09:41 > 0:09:46I tell you what, Anne, I've seen some botched jobs in my time, but that's way up there with them.
0:09:46 > 0:09:49What have you done yourself to get this sorted out?
0:09:49 > 0:09:52Written to the company seven times.
0:09:52 > 0:09:53Made loads of phone calls.
0:09:53 > 0:09:57Been in touch with Consumer Direct. They referred it to Trading Standards.
0:09:57 > 0:10:00Been to Citizens Advice Bureau.
0:10:00 > 0:10:03Was going to go to court to try and get it sorted out.
0:10:03 > 0:10:05But I can't afford to go to court.
0:10:05 > 0:10:10Financially as well as emotionally, Anne feels she has nothing left to give.
0:10:10 > 0:10:15The money that they've taken off me is more than I earn in a year now.
0:10:15 > 0:10:18So, it's a lot.
0:10:18 > 0:10:20All my savings have gone now.
0:10:22 > 0:10:26I tell you what. This kind of case makes me livid.
0:10:26 > 0:10:31But it does make me even more determined to put a smile back on Anne's face,
0:10:31 > 0:10:34and to help her get a resolution.
0:10:34 > 0:10:38I need contacts, I need paperwork. I need everything you've got.
0:10:38 > 0:10:41- Mm-hm.- Particularly as far as Protect-a-Roof are concerned,
0:10:41 > 0:10:44because I need to speak to their boss.
0:10:44 > 0:10:49What I'm quite interested in here is the fact he didn't actually get involved with anything internally.
0:10:49 > 0:10:52- He did the outside job and you were happy with that.- Yes.
0:10:52 > 0:10:56So I want to have a chat with him to hear what he's got to say about the people who did that.
0:10:56 > 0:10:58- That's going to be my next port of call.- OK.
0:10:58 > 0:11:01How many other quotes did you get for this?
0:11:01 > 0:11:05- I tell you what, let me answer that question for you. You didn't get any, did you?- No.
0:11:05 > 0:11:06I knew the answer. It was obvious.
0:11:06 > 0:11:10Because these guys had done the outside and talked you into it.
0:11:10 > 0:11:13I've got to be honest, nearly four grand for that.
0:11:13 > 0:11:16It's a bungalow. Sounds like a lot of money to me.
0:11:16 > 0:11:18It's not my area of expertise.
0:11:18 > 0:11:21So I want you to find out how much that would cost from other companies.
0:11:21 > 0:11:24- OK.- Good companies. Ask to see accreditation,
0:11:24 > 0:11:28make sure they can do the job and they are accredited to do so. Do that for me.
0:11:28 > 0:11:32- I'll contact Protect-a-Roof and I'll put the thumbscrews on and see if I can get this sorted out for you.- OK.
0:11:32 > 0:11:36You tried hard enough, you're not getting there.
0:11:36 > 0:11:39- Let's see how I get on. I can't say fairer than that, can I? - No, not at all.
0:11:39 > 0:11:42- I'll see you soon.- Thank you. - Bye, Anne.- Bye.
0:11:44 > 0:11:46I think it's time I started making some phone calls.
0:11:48 > 0:11:52I am still gobsmacked at the photos
0:11:52 > 0:11:56of what poor old Mrs Norfolk got, compared to what she should have got.
0:11:56 > 0:12:00I've just double-checked and that is still on the website for Protect-a-Roof.
0:12:00 > 0:12:03That's what people should be getting. That's what she got.
0:12:03 > 0:12:05Miles apart.
0:12:05 > 0:12:08Let's see what the owner, Julian, has got to say about it.
0:12:08 > 0:12:14'I doubt there'll be a customer services department here. I think it will probably be a direct line.'
0:12:14 > 0:12:16- "Hello?"- Oh, hi, is that Julian?
0:12:16 > 0:12:17- "It is, yeah."- Hi Julian.
0:12:17 > 0:12:22What it is, a lady's come to us with a problem that she's been trying to resolve with your company.
0:12:22 > 0:12:25Now, I'll give you all the details in a minute.
0:12:25 > 0:12:28I'll give you some contact details and send you some e-mails as well.
0:12:28 > 0:12:30- "Anne Norfolk."- You know.
0:12:30 > 0:12:33As you said, you guessed it was Anne Norfolk.
0:12:33 > 0:12:35I wonder if you can tell me what's happening with that situation?
0:12:35 > 0:12:38'He then confirms what Anne told me,
0:12:38 > 0:12:42'that it was someone called Jason who did the foam insulation, and he admits...'
0:12:42 > 0:12:45- "Obviously, things have gone a bit pear shaped."- Yep.
0:12:45 > 0:12:48"He hasn't done what he said on the tin, quite simply."
0:12:48 > 0:12:55'He could say that again. But I want to pin him down about something that I'm still finding quite baffling.'
0:12:55 > 0:12:59- Were you aware that he was using your paperwork?- "Yes."
0:12:59 > 0:13:02Why would someone want to borrow your paperwork, I can't work that one out?
0:13:02 > 0:13:05"Yeah, in hindsight, I wish I'd never done it."
0:13:05 > 0:13:11- Right. Because you know that makes you responsible now for this problem, don't you?- "Absolutely."
0:13:11 > 0:13:15'Well, that's encouraging, at least he's admitting responsibility.'
0:13:15 > 0:13:21'He then goes on to give me a bit of background on this guy, Jason, who carried out the foam spraying.'
0:13:21 > 0:13:26"This guy travels all over the world, including Dubai, Americas, the States, Canada,
0:13:26 > 0:13:32"showing people how to spray. Not foam, I have since found out."
0:13:32 > 0:13:36- What, what does he show people how to spray?- "Specialised coatings."
0:13:36 > 0:13:39Right. He must have been jetlagged on this day, cos...
0:13:39 > 0:13:42- have you seen the pictures? I'm sure you have.- "Yeah, yeah."
0:13:42 > 0:13:44- What do you think of those?- "Awful."
0:13:44 > 0:13:49'Well, there's no argument there. And, you know what? I reckon we're up and running.'
0:13:49 > 0:13:51- Bye-bye.- "Bye-bye."
0:13:51 > 0:13:53Right, first impressions, very good.
0:13:53 > 0:13:57The guy straightaway said to me, yeah, I know who the problem's with.
0:13:57 > 0:14:01But, immediately, blamed one of his, well, I'd have to say subcontractor.
0:14:01 > 0:14:04But he said, the guy who did the spraying borrowed his paperwork. It all smelt fishy.
0:14:04 > 0:14:06But, you know what? I'm not going to go there yet.
0:14:06 > 0:14:08I said, I'll send you an e-mail,
0:14:08 > 0:14:11and speak to you later in the week and find out what we can do to resolve it.
0:14:11 > 0:14:14This could be nice and easy and straightforward.
0:14:14 > 0:14:17Please! I want an easy one! Or it could get nasty.
0:14:17 > 0:14:20Who knows? We'll soon find out though.
0:14:22 > 0:14:25When I finally track down the culprit for Anne's botched job,
0:14:25 > 0:14:30will his reaction tell me exactly how seriously he's taking the blame?
0:14:30 > 0:14:33- How come you both ended up doing Anne's job? - MAN ON PHONE LAUGHS
0:14:33 > 0:14:36"I've ended up trying to help someone out, that's all I've ended up doing."
0:14:42 > 0:14:44Consumer law can be very confusing.
0:14:44 > 0:14:49You've got your Sale of Goods Act, distance selling, right to return. I could go on.
0:14:49 > 0:14:54But knowing just a few of these laws can save you, not only money, but a lot of hassle as well.
0:14:56 > 0:15:01My research team have been out on the streets armed with questions to put to you, the buying public,
0:15:01 > 0:15:04to find out if you know your consumer rights from your consumer wrongs.
0:15:09 > 0:15:12Today, we've hit the high street in our quest for spreading knowledge.
0:15:12 > 0:15:14The first question for you lot:
0:15:17 > 0:15:21"You bought an armchair two years ago, and the leather has started to discolour.
0:15:21 > 0:15:25"You are well out of your 12 month warranty, which came with the sofa,
0:15:25 > 0:15:28"and the retailer says he has no responsibility.
0:15:28 > 0:15:31"Can they do this?" I personally say, yes.
0:15:31 > 0:15:34You've gone past your 12 months warranty,
0:15:34 > 0:15:36so you can't take it back, you can't do anything about it.
0:15:37 > 0:15:39I'm sure they can.
0:15:39 > 0:15:42Ouch! All three wrong, I'm afraid.
0:15:42 > 0:15:45That's a better warranty than the United States, I'd have to say, on this particular case.
0:15:45 > 0:15:47Well, that's put the "Great" back in Britain.
0:15:47 > 0:15:52Although this is not a warranty matter, it's a legal matter.
0:15:52 > 0:15:54Warranties are extra to your legal rights,
0:15:54 > 0:15:58which are protected by the Sale of Goods Act.
0:15:58 > 0:16:00If the goods are faulty due to an inherent fault,
0:16:00 > 0:16:05it's the trader's responsibility to rectify the situation.
0:16:05 > 0:16:08Next, from leather, to loans.
0:16:10 > 0:16:14"You buy a car on a credit agreement start paying back the loan every month.
0:16:14 > 0:16:17"One month you miss a payment, and the company demands
0:16:17 > 0:16:22"you pay the whole amount for the loan, there and then, as your contract says you must.
0:16:22 > 0:16:25"Can they enforce this?" If you've broken the contract,
0:16:25 > 0:16:28I'd have thought they were within their rights.
0:16:28 > 0:16:33I think they can, because that's a contract that you've broken.
0:16:34 > 0:16:37- Yeah.- If it's in the contract, yeah.
0:16:37 > 0:16:39All wrong, yet again.
0:16:39 > 0:16:43- I thought when you'd written something, signed your name on the dotted line, that was it.- Yeah.
0:16:43 > 0:16:45Well, not always, old chap.
0:16:45 > 0:16:50Because, if this is an unfair term in a contract, you could challenge this in court.
0:16:50 > 0:16:52It's usually best to seek legal advice
0:16:52 > 0:16:55before breaking the contract terms, if you think they're unfair.
0:16:56 > 0:17:02Or, checking the terms and questioning them before the cooling off period is up.
0:17:02 > 0:17:05And, finally, from contract failed, to damp mail.
0:17:07 > 0:17:11"You post some books recorded delivery to a friend in Scotland.
0:17:11 > 0:17:13"However, there are terrible storms across the UK,
0:17:13 > 0:17:17"When they arrive, your friends say the books are soaking. Can you claim compensation?"
0:17:17 > 0:17:19Yes, indeed.
0:17:19 > 0:17:23I would have thought yes, on the grounds that they were not packaged sufficiently well enough.
0:17:24 > 0:17:26I don't think you can.
0:17:26 > 0:17:30Correct! But only one out of three right on that one.
0:17:30 > 0:17:31Really?
0:17:31 > 0:17:32SHE GIGGLES
0:17:32 > 0:17:35Don't be so surprised. No.
0:17:35 > 0:17:38Even if you have proof of postage, the Royal Mail does not pay compensation
0:17:38 > 0:17:43for items damaged due to circumstances beyond its control.
0:17:44 > 0:17:48These include severe weather conditions, acts of terrorism and vandalism.
0:17:50 > 0:17:53OK, you lot, that wasn't a good day.
0:17:53 > 0:17:55You need to brush up on your consumer rights.
0:17:55 > 0:17:58Trust me, knowing them will stop you getting done.
0:18:05 > 0:18:08I'm looking into the case of Anne Norfolk,
0:18:08 > 0:18:11a full-time carer of her disabled mum, who paid nearly £4,000 in 2010
0:18:11 > 0:18:16to have the inside of her roof insulated with foam,
0:18:16 > 0:18:19in order to cut down on her heating bills.
0:18:19 > 0:18:21She agreed a contract with Protect-a-Roof,
0:18:21 > 0:18:26a company that had already done a good job cleaning and repairing the outside of her roof.
0:18:26 > 0:18:29But they handed the work over to a third party,
0:18:29 > 0:18:31and he completely let her down.
0:18:32 > 0:18:36And so, instead of a smooth, evenly sealed loft like this,
0:18:36 > 0:18:40Anne was left with a botched job that was this.
0:18:42 > 0:18:46It was the surveyor that pointed out the severity of the foam insulation.
0:18:46 > 0:18:50And he says that the foam insulation that I've got is the worst one he has ever seen,
0:18:50 > 0:18:53and I really should do something about it.
0:18:53 > 0:18:57And that's exactly what Anne's been trying to do.
0:18:57 > 0:19:01But nearly nine months later, she's still being passed from pillar to post,
0:19:01 > 0:19:06with a shoddy, unqualified foam disaster in her loft, and no refund insight.
0:19:06 > 0:19:09Tell you what, this case is starting to make my blood boil.
0:19:09 > 0:19:11But, before I get properly stuck in,
0:19:11 > 0:19:15it always pays to find out just what you're dealing with.
0:19:18 > 0:19:23Protect-a-Roof is a small business founded in 1993,
0:19:23 > 0:19:26and run by the managing director, Julian Tuck.
0:19:26 > 0:19:30He has 19 years of experience in roof cleaning and protecting,
0:19:30 > 0:19:32and also offers roof restoration.
0:19:32 > 0:19:34The company offers a fully qualified workforce.
0:19:34 > 0:19:40Although not, it seems, when it comes to insulating the inside of Anne's roof.
0:19:40 > 0:19:46Now, Julian at Protect-a-Roof keeps blaming this other person that he used.
0:19:46 > 0:19:51I know, technically, it means Julian, at Protect-a-Roof, is the person responsible,
0:19:51 > 0:19:54but if he keeps blaming this other person, it's going to do no harm at all me giving him a ring,
0:19:54 > 0:19:57and seeing what he's got to say about it all.
0:19:57 > 0:20:04'Right. Apparently, Jason, who did the work, is notoriously difficult to get hold of. Hm. Let's find out.'
0:20:05 > 0:20:09- "Hello?"- Oh hi, is that Jason? - "Speaking."
0:20:09 > 0:20:12Jason, good afternoon, it's Dominic Littlewood, calling from the BBC.
0:20:12 > 0:20:14'It looks like it's my lucky day.'
0:20:14 > 0:20:17Jason, you probably know why I'm calling.
0:20:17 > 0:20:21- I spoke to Julian at Protect-a-Roof. - "Right."- OK.
0:20:21 > 0:20:26Basically, Julian keeps saying that this problem with this roof on Anne Norfolk's house
0:20:26 > 0:20:30is as a result of work you've done. I wanted a quick chat with you about that.
0:20:30 > 0:20:34"Yeah, can I call you back shortly, I'm just in the middle of something at the moment.
0:20:34 > 0:20:37"Can you give me a ring at 3:30, if that's all right?"
0:20:37 > 0:20:40- 3:30, on this number?- "Yes please." - I'll call you back on this one.
0:20:40 > 0:20:44- Thanks, Jason.- "See you, bye." - Bye-bye.
0:20:44 > 0:20:45First call I've had with Jason.
0:20:45 > 0:20:47I've got to give him the benefit of the doubt.
0:20:47 > 0:20:50He said, "I'm busy at the moment." He might be.
0:20:50 > 0:20:52But he said, call back at 3:30.
0:20:52 > 0:20:56Let's just see whether he answers his phone or not.
0:20:56 > 0:20:57I hope he does.
0:20:57 > 0:21:02Anne might have trusted the wrong man to insulate her home,
0:21:02 > 0:21:06but when installed correctly, just how effective is foam spray installation?
0:21:08 > 0:21:11Time to find out from someone in the know.
0:21:11 > 0:21:16Oliver Novakovic is a director at the Buildings Research Establishment
0:21:16 > 0:21:21which looks at all the issues around buildings' heat loss and tries to improve on them.
0:21:21 > 0:21:24Foam spray insulation,
0:21:24 > 0:21:27as always, if installed in the right manner,
0:21:27 > 0:21:31can save on your heating bills.
0:21:31 > 0:21:33I mean, with all these insulations,
0:21:33 > 0:21:37there are always benefits certain ones have, compared to others.
0:21:37 > 0:21:41With the foam spray, the benefit is that it has a good thermal value.
0:21:41 > 0:21:44But, more importantly, what it does is, when you spread this foam,
0:21:44 > 0:21:47as it expands, it goes into all the nooks and crannies.
0:21:47 > 0:21:51The question is, is spray foam insulation always a good option?
0:21:51 > 0:21:54In some instances, due to the type of construction,
0:21:54 > 0:21:57because the building has to breathe in a certain way,
0:21:57 > 0:22:00a foam spray may not be the best solution.
0:22:00 > 0:22:03And there'll be other technologies that are better solutions.
0:22:03 > 0:22:07And the key, for the industry and the government, and us, everybody,
0:22:07 > 0:22:11is to ensure that the right product gets put in the right place.
0:22:11 > 0:22:13Makes sense to me. And as we know,
0:22:13 > 0:22:16we've all got to do our bit to save our poor old planet.
0:22:16 > 0:22:2040-45% of the energy that we use comes out of buildings.
0:22:20 > 0:22:24Because we live, we work, we play, we do everything in our buildings.
0:22:24 > 0:22:27And they have a massive impact on the environment.
0:22:27 > 0:22:34With this target of reducing the amount of energy we use by 80% by the year 2050,
0:22:34 > 0:22:37buildings play an important role in that.
0:22:37 > 0:22:42And that's why, over the coming years, you will see more and more drives towards
0:22:42 > 0:22:46trying to reduce the amount of energy that is used in homes.
0:22:46 > 0:22:48So, the bottom line is,
0:22:48 > 0:22:53getting the right insulation is not only good for your wallet, but also for the environment.
0:22:53 > 0:22:56But, when Anne decided to go ahead and get the foam insulation done,
0:22:56 > 0:23:02she made a fundamental mistake - she didn't shop around for a quote.
0:23:02 > 0:23:07And I think nearly £4,000 was a lot of money to charge Anne for the job.
0:23:07 > 0:23:12Bearing in mind the mess in her loft has got to be rectified by somebody,
0:23:12 > 0:23:18I've asked her to get busy and find out what an accredited company would charge to remedy her situation.
0:23:19 > 0:23:25The first quote that I've got, that's to actually take all the foam out and respray it again,
0:23:25 > 0:23:28that would be £5 short of £6,000.
0:23:28 > 0:23:34The other one, which is to actually just rectify by respraying the foam,
0:23:34 > 0:23:39that's £5 short of £1,900.
0:23:39 > 0:23:41That's all very helpful.
0:23:41 > 0:23:45But what did they think of the cost of nearly four grand for the original job?
0:23:45 > 0:23:51Based on what I've been told by all the companies that have been to see me, regarding rectifying this mess,
0:23:51 > 0:23:57I was overcharged by at least 50% for the original work.
0:23:57 > 0:24:04None of them have said it would cost me much more than £2,000 to have the work done.
0:24:04 > 0:24:08Not only was Anne left with a botched job, she was overcharged too.
0:24:08 > 0:24:13Tell you what, this case is doing my head in, and I've got a team of people to help me.
0:24:13 > 0:24:16Poor old Anne has been struggling with this nightmare for nearly a year.
0:24:16 > 0:24:20No wonder she's at the end of her tether.
0:24:20 > 0:24:25But where can you go to get the help you need, when a job you've paid for is not the job you get?
0:24:25 > 0:24:28Steve Playle from the Trading Standards Institute
0:24:28 > 0:24:32is just the man to tell us where we stand when a job goes pear shaped.
0:24:34 > 0:24:36If a bad job has been done,
0:24:36 > 0:24:38the most important thing you are covered by
0:24:38 > 0:24:40is the Supply of Goods and Services Act,
0:24:40 > 0:24:43which basically says, a trader coming into your home
0:24:43 > 0:24:47must carry out any service, or do any work, using reasonable care and skill.
0:24:47 > 0:24:49It's a catch-all phrase.
0:24:49 > 0:24:53If things are missing, things are hanging off the wall, haven't been done properly,
0:24:53 > 0:24:58then the duty in law is for them to come back and try and put that right.
0:24:58 > 0:25:01But as we now, in Anne's case, she has tried everything,
0:25:01 > 0:25:04including quoting her rights, and it has got her nowhere.
0:25:04 > 0:25:07If a trader won't sort it out, then the next stage is to try and get
0:25:07 > 0:25:10some further advice, and Trading Standards are there to help you.
0:25:10 > 0:25:13You can contact Trading Standards using the new Citizens Advice
0:25:13 > 0:25:16consumer service. It's a national service.
0:25:16 > 0:25:18They'll give you some first step advice, give you
0:25:18 > 0:25:21tips on writing letters and spell out exactly what you need to do
0:25:21 > 0:25:23to try and seek some redress.
0:25:23 > 0:25:26Well, it seems to me that Anne has made all the right moves,
0:25:26 > 0:25:30but is still stuck with a botched job that has cost her dearly.
0:25:30 > 0:25:34If the traders lie to you, you've been deceived on the doorstep,
0:25:34 > 0:25:36then there are criminal offences that may have been committed
0:25:36 > 0:25:39and those are the stages where Trading Standards can get involved
0:25:39 > 0:25:42and we can bring some pressure to bear on the trader to try
0:25:42 > 0:25:44and sort out your particular problem.
0:25:46 > 0:25:49Talking of sorting out problems, I think it is time I got back
0:25:49 > 0:25:52on the phone to Jason, who is one of the guys responsible for the mess
0:25:52 > 0:25:55in Anne's loft and was too busy to speak to me earlier.
0:25:55 > 0:25:58He might have been running away from Protect-A-Roof and Anne,
0:25:58 > 0:26:00but there is no running away from me.
0:26:02 > 0:26:04Can you tell me about Anne's job?
0:26:04 > 0:26:07Apparently you did the work round there, according to Julian.
0:26:07 > 0:26:09'Yeah...not really.
0:26:09 > 0:26:11'I got involved in helping someone
0:26:11 > 0:26:12'out doing work there, yeah.'
0:26:12 > 0:26:15And that someone was just a Protect-A-Roof employee,
0:26:15 > 0:26:18who recommended Jason as the man for the job.
0:26:18 > 0:26:21Why is Julian pointing the finger at you, saying you did the whole work?
0:26:21 > 0:26:25'Um...I got involved in doing the work, but to be honest, it was...
0:26:25 > 0:26:27'it was nothing at all.
0:26:27 > 0:26:28'I suppose it is partly me,
0:26:28 > 0:26:32'and since I've contacted with Julian, offering
0:26:32 > 0:26:35'my part of the money, which he gave me, to give back,
0:26:35 > 0:26:36'which was £1,000.'
0:26:36 > 0:26:40'Sounds like a result, but I'll believe it when I see it.'
0:26:40 > 0:26:43Now, Jason is obviously not the globetrotting expert
0:26:43 > 0:26:47foam sprayer that Anne was led to believe, so what exactly does he do?
0:26:56 > 0:26:58Right, so not spray.
0:26:58 > 0:27:02'So, if he doesn't spray, why on earth was he doing Anne's job?'
0:27:06 > 0:27:08'That's all I ended up doing.'
0:27:08 > 0:27:11Yeah, but she has been left with a total mess here.
0:27:11 > 0:27:13'I understand.'
0:27:13 > 0:27:16As you just said there, you don't do this sort of spray, so why on earth
0:27:16 > 0:27:18have you gone in there and done that to her?
0:27:18 > 0:27:21'I needed the work. I was asked to spray, and to be honest,
0:27:21 > 0:27:24'it didn't seem much of a job in the first place. I was asked
0:27:24 > 0:27:26'to go and help someone out, which I've done.'
0:27:26 > 0:27:28'I don't really care if he was helping someone out or not.
0:27:28 > 0:27:30'He took the money and did a dodgy job.
0:27:30 > 0:27:33'And what he has been saying contradicts what Anne'
0:27:33 > 0:27:35and Protect-A-Roof have been told -
0:27:35 > 0:27:38that he was competent to do the work.
0:27:38 > 0:27:40- 'Bye.'- Bye-bye.
0:27:40 > 0:27:43HE SIGHS
0:27:43 > 0:27:44Now.
0:27:44 > 0:27:46I've got Julian blaming Jason.
0:27:46 > 0:27:50I don't really give a monkey's, I just want Anne's money back.
0:27:50 > 0:27:53I said, "Get her money back and I'll be off your back."
0:27:53 > 0:27:56Now, what I found very interesting there is he did
0:27:56 > 0:27:59the spraying along with this other guy and he said to me,
0:27:59 > 0:28:02"Neither of us do that job for a living."
0:28:02 > 0:28:05Why the hell are you going into Anne's attic and ruining it?
0:28:06 > 0:28:11We now know that Jason was not an expert in spray foam insulation,
0:28:11 > 0:28:14but the good news is that there is a self regulating body
0:28:14 > 0:28:18for the spray foam industry that ensures all registered companies
0:28:18 > 0:28:20stick to a strict code of professional practice,
0:28:20 > 0:28:24the British Urethane Foam Contractors Association,
0:28:24 > 0:28:27or BUFCA for short.
0:28:28 > 0:28:31BUFCA members have to go through rigorous training,
0:28:31 > 0:28:34inspection and annual audits in order to be a qualified
0:28:34 > 0:28:36registered spray foam contractor.
0:28:36 > 0:28:39And it will come as no surprise when I tell you that
0:28:39 > 0:28:42when we asked BUFCA about Jason, they had never heard of him.
0:28:42 > 0:28:44And he is most definitely not on their books.
0:28:49 > 0:28:52Anne's efforts at going green could be a good investment
0:28:52 > 0:28:56and save her money, so much so that the government is encouraging
0:28:56 > 0:28:59it by introducing the Green Deal,
0:28:59 > 0:29:01which will help to fund energy-saving
0:29:01 > 0:29:02insulation in people's homes.
0:29:02 > 0:29:04The Trading Standards Institute
0:29:04 > 0:29:07is working with the government on this new incentive
0:29:07 > 0:29:09and we've asked them to give us the lowdown.
0:29:10 > 0:29:15The Green Deal kicks off in autumn of 2012.
0:29:15 > 0:29:18It is quite a complicated system that has been put in place,
0:29:18 > 0:29:21but put very simply, it means consumers can have energy
0:29:21 > 0:29:24efficiency measures installed in their homes at no upfront cost.
0:29:24 > 0:29:27It'll be a fantastic option for consumers to heat
0:29:27 > 0:29:30their homes far more efficiently and the Department of Environment
0:29:30 > 0:29:34and Climate Change are putting a lot of money into making it work.
0:29:34 > 0:29:38Sounds a bit complex, but a good idea if it works.
0:29:38 > 0:29:40If you save ten pounds a month through having some loft
0:29:40 > 0:29:44insulation installed, you'll still pay the full gas
0:29:44 > 0:29:47and electricity bill each month to your provider,
0:29:47 > 0:29:50but ten pounds of that will go back to the Green Deal provider
0:29:50 > 0:29:52to pay for the installation of the measures.
0:29:52 > 0:29:54I have to say it sounds quite tempting,
0:29:54 > 0:29:58but how easy will it be for cowboy traders to get in on the act?
0:29:58 > 0:30:01The home maintenance industry has got a bad name,
0:30:01 > 0:30:04but the Green Deal is looking to try and tackle the issues by making
0:30:04 > 0:30:08sure that only accredited firms can come into your house
0:30:08 > 0:30:09and install measures.
0:30:09 > 0:30:13There are a whole raft of regulations and standards that have to be
0:30:13 > 0:30:16complied with and there are mechanisms that are in place to
0:30:16 > 0:30:19make sure the traders that come out will do a good job for a fair price.
0:30:19 > 0:30:20I am very glad to hear it, Steve.
0:30:20 > 0:30:24So, can we expect spray foam insulation to be approved
0:30:24 > 0:30:26as part of these energy saving measures?
0:30:26 > 0:30:27It is not clear yet
0:30:27 > 0:30:30whether foam spray technology is going to be included
0:30:30 > 0:30:32as one of the authorised measures under the Green Deal.
0:30:32 > 0:30:36I suspect it probably won't be. But if it does sneak in under the radar,
0:30:36 > 0:30:38then they'll still be covered by the same strict accreditation
0:30:38 > 0:30:41rules that apply to all the other measures that'll be installed
0:30:41 > 0:30:44so consumers can have confidence that it's going to be OK.
0:30:44 > 0:30:47Well, that sounds good, but before a job even gets started,
0:30:47 > 0:30:51you sometimes need a little nudge in the right direction.
0:30:51 > 0:30:53Any consumer that is having some work carried out on the property
0:30:53 > 0:30:56should always get several quotations.
0:30:56 > 0:30:59Don't accept the first quote you get because you may find, pleasantly,
0:30:59 > 0:31:03that you can actually save quite a lot of money by shopping around.
0:31:03 > 0:31:07Traders that offer you deals that are only available for one night
0:31:07 > 0:31:09only, offer you massive discounts,
0:31:09 > 0:31:11you need to be very wary of those sort of traders.
0:31:11 > 0:31:15Take your own time, don't feel pressurized.
0:31:15 > 0:31:16If you follow those simple rules,
0:31:16 > 0:31:20you'll get a decent trader to do a good job at a good price.
0:31:20 > 0:31:23Just what I'm always tell you, don't take the first quote
0:31:23 > 0:31:27and always go to an industry regulated company or it could
0:31:27 > 0:31:30end in tears, just like poor trusting Anne's.
0:31:33 > 0:31:38Right, time to call Protect-A-Roof and see how they are getting on.
0:31:38 > 0:31:40We'll get some money sorted out for Anne.
0:31:40 > 0:31:45Now, I have spoken to just about everybody involved in this.
0:31:45 > 0:31:49and I've been getting this feeling that I've been getting
0:31:49 > 0:31:50fobbed off a little bit.
0:31:54 > 0:31:56I don't like that.
0:31:56 > 0:31:59'And it is not helped when I am forced to leave a message.'
0:32:00 > 0:32:03Julian, it is Dominic Littlewood calling from the BBC.
0:32:03 > 0:32:07If you can give us a call back, I am hoping for some news from you,
0:32:07 > 0:32:09and I'm hoping it's good news.
0:32:09 > 0:32:11So I'm looking forward to speaking to you, Julian.
0:32:11 > 0:32:13Give us a call back. Thanks. Bye.
0:32:13 > 0:32:17But will the news I am waiting for be what Anne wants to hear?
0:32:17 > 0:32:20- Anne, how do you think I got on? - With difficulty, I would've thought.
0:32:20 > 0:32:21You're dead right.
0:32:26 > 0:32:30So many of you get in touch, give me the lowdown on your consumer
0:32:30 > 0:32:33nightmares that my little team of helpers here are worked to the bone.
0:32:33 > 0:32:35Mind you, so they should be.
0:32:35 > 0:32:39My inbox is overflowing and the phone hardly ever stops ringing.
0:32:39 > 0:32:42But sadly, I can't meet every one of you face-to-face.
0:32:42 > 0:32:45So follow my guide and hopefully you won't get done.
0:32:45 > 0:32:47Right, crack on, guys. Come on!
0:32:52 > 0:32:55Today, we are talking about the pitfalls of buying
0:32:55 > 0:32:58a franchise business. This, in a nutshell,
0:32:58 > 0:33:02is setting up your own business under an existing brand,
0:33:02 > 0:33:05so, in theory, giving you instant customer recognition.
0:33:05 > 0:33:07Meet Adam and Lisa.
0:33:07 > 0:33:10They discovered that the sweet appeal of having your own business
0:33:10 > 0:33:12can very quickly turn sour.
0:33:12 > 0:33:15Lisa and I, we stand not only to lose the shop,
0:33:15 > 0:33:19but we could possibly lose all our investment and our house.
0:33:19 > 0:33:24With almost 900 franchises to choose from in the UK, Adam
0:33:24 > 0:33:27and Lisa had their research cut out, but finally settled
0:33:27 > 0:33:31on a small, high street franchise and took the plunge.
0:33:31 > 0:33:35It's a big thing that you're going into, not just mentally,
0:33:35 > 0:33:36but obviously financially as well,
0:33:36 > 0:33:38cos we're putting a lot of money into it.
0:33:38 > 0:33:41And I've never sort of done retail before
0:33:41 > 0:33:44so there was sort of, like, a little bit of the unknown.
0:33:44 > 0:33:51With an estimated industry turnover of £12.4 billion in 2011,
0:33:51 > 0:33:53franchises are big business.
0:33:53 > 0:33:56As far as banks are concerned, often a more sound investment for them
0:33:56 > 0:33:59than if you were starting your business from scratch.
0:33:59 > 0:34:03So why did it all go horribly wrong for Adam and Lisa?
0:34:03 > 0:34:06It certainly couldn't have started better.
0:34:06 > 0:34:11We were provided with loads of information on trading stores,
0:34:11 > 0:34:18which helped us actually decide that, yes, this franchise was great for us.
0:34:19 > 0:34:22Adam and Lisa secured a loan from the bank of £45,000
0:34:22 > 0:34:26and put in 16 grand of their own savings.
0:34:26 > 0:34:28So far, they had done everything right.
0:34:28 > 0:34:30And, if you're planning on buying a franchise,
0:34:30 > 0:34:32follow these simple rules.
0:34:34 > 0:34:37Research a wide range of companies and choose a business that suits
0:34:37 > 0:34:41your interests. Check out other franchises within the company
0:34:41 > 0:34:44to get a realistic idea of how the business works.
0:34:44 > 0:34:48And, most importantly, use your own legal advisor to inspect
0:34:48 > 0:34:50the franchise agreement.
0:34:50 > 0:34:53Based on the sales figures the company had provided,
0:34:53 > 0:34:57they felt confident of success. But within six weeks of opening,
0:34:57 > 0:35:00it became clear they were never going to reach their sales target,
0:35:00 > 0:35:03and the terms of their contract started to bite.
0:35:04 > 0:35:11The franchise agreement states that we had to purchase our stock
0:35:11 > 0:35:16from the franchisor and we also had to pay a royalty fee each month.
0:35:16 > 0:35:21Obviously, with the sales figures not reaching
0:35:21 > 0:35:25the sales figures we were told, it was difficult to make any money.
0:35:25 > 0:35:28Adam and Lisa had made the fundamental mistake of taking
0:35:28 > 0:35:32the sales figures given to them by the company at face value.
0:35:32 > 0:35:34But the franchise company wants your money,
0:35:34 > 0:35:36so the figures to provide you with
0:35:36 > 0:35:38are always going to be persuasive.
0:35:38 > 0:35:42Check them all out for yourself and get independent advice.
0:35:42 > 0:35:45Avoid contract issues by making sure you have agreed all
0:35:45 > 0:35:48the documentation before parting with any money.
0:35:50 > 0:35:54When Lisa and I realised that our store was in trouble,
0:35:54 > 0:35:58we then decided to contact other franchisees in the chain.
0:35:58 > 0:36:02Every single franchisee is in a similar situation,
0:36:02 > 0:36:06with some of them already facing bankruptcy
0:36:06 > 0:36:09and already with stores that have been forced to close.
0:36:09 > 0:36:13Adam and Lisa realised too late that the franchise company will
0:36:13 > 0:36:17always show you the shining examples of their business model, but it is
0:36:17 > 0:36:20vital that you contact as many of the company's franchise businesses
0:36:20 > 0:36:24yourself to find out if all that glitters really is gold.
0:36:25 > 0:36:28All profit forecasts are only estimates and,
0:36:28 > 0:36:33however established the brand is, large sales are not guaranteed.
0:36:33 > 0:36:35If you find yourself in trouble,
0:36:35 > 0:36:38it may be too late to ask for flexibility on the terms
0:36:38 > 0:36:42of your contract, so negotiate that before you sign.
0:36:43 > 0:36:46We can't afford to pay the rent to the landlord.
0:36:46 > 0:36:50We have a huge loan outstanding with the bank
0:36:50 > 0:36:55and we're in a situation now where we could possibly lose everything.
0:36:55 > 0:36:59Adam and Lisa feel their business never stood a chance,
0:36:59 > 0:37:02as they were misled by the franchise company's business plan
0:37:02 > 0:37:05and a personal guarantee in their contract means that they
0:37:05 > 0:37:09could now lose their home to pay for any outstanding debts.
0:37:10 > 0:37:12If you decide a franchise is right for you,
0:37:12 > 0:37:15you will need to make a reasonably sized investment,
0:37:15 > 0:37:19ranging from approximately £5,000 to £200,000.
0:37:19 > 0:37:22But you may be restricted when it comes to some decisions,
0:37:22 > 0:37:25including choice of suppliers and employment policy.
0:37:25 > 0:37:28And if you want to sell the business on, check again,
0:37:28 > 0:37:32because with a franchise, you may not be entitled to resell.
0:37:32 > 0:37:35For Adam and Lisa, their taste of business in the complex world
0:37:35 > 0:37:39of franchises has been bittersweet, but their fight goes on.
0:37:41 > 0:37:43I will not let them stop me, definitely not.
0:37:43 > 0:37:47I'm going to stay focused and we are going to win this.
0:37:47 > 0:37:49Adam and Lisa found out
0:37:49 > 0:37:51the hard way how tough a franchise business can be.
0:37:51 > 0:37:54If you're thinking of going down the franchise route to get
0:37:54 > 0:37:59your business started, follow my advice and you won't get done.
0:38:03 > 0:38:07Full-time carer Anne Norfolk is fighting for a refund after
0:38:07 > 0:38:11spending nearly £4,000 with roofing company Protect-a-Roof.
0:38:12 > 0:38:15They gave the job of spray foam insulating her loft
0:38:15 > 0:38:16to an unaccredited operator,
0:38:16 > 0:38:20who left the inside of her roof looking like this,
0:38:20 > 0:38:23when it should have looked like this.
0:38:24 > 0:38:29This situation has made me angrier than I am normally.
0:38:29 > 0:38:31Normally, I am quite laid-back.
0:38:31 > 0:38:35I'm quite prepared to accept people for what they are.
0:38:35 > 0:38:39But I don't trust people very much now.
0:38:39 > 0:38:41I have been chasing the MD
0:38:41 > 0:38:43of the company, who is ultimately responsible,
0:38:43 > 0:38:46and the main guy who did the work, to get them to cough up.
0:38:46 > 0:38:49'While they've been busy blaming each other
0:38:49 > 0:38:53'and trying to send me round in circles, I have dug my heels in.
0:38:53 > 0:38:57'Anne has waited nearly nine months to get her money back and,
0:38:57 > 0:39:00'as far as I'm concerned, that is nine months too long.'
0:39:01 > 0:39:03Do you know what?
0:39:03 > 0:39:06Trying to sort out this problem for Anne, and it's not her fault,
0:39:06 > 0:39:08I'm bouncing from pillar to post and everyone is saying,
0:39:08 > 0:39:10"I'll do my little bit if he does his little bit."
0:39:10 > 0:39:12Do you know what? I don't really give a monkey's,
0:39:12 > 0:39:15I just want to get Anne her money back.
0:39:15 > 0:39:21Come on, Julian, make this a better day for me, please.
0:39:21 > 0:39:24'Right, here goes.'
0:39:24 > 0:39:26- 'Hello.'- Oh, hi. Is that Julian?
0:39:26 > 0:39:27- 'Yeah.'- Hi, Julian,
0:39:27 > 0:39:28it's Dominic from the BBC.
0:39:28 > 0:39:30- How are you doing? - 'How are you doing?'
0:39:30 > 0:39:32Not bad, thanks, Julian. I wondered if you could give us
0:39:32 > 0:39:35an update on where we are at the moment.
0:39:35 > 0:39:39'I have to say, I've already got back 1,600.'
0:39:39 > 0:39:41Right. And that is ready and available for Anne, is it?
0:39:41 > 0:39:43That's all cleared funds, isn't it?
0:39:43 > 0:39:46'It's probably still... Well, it is still clearing.
0:39:46 > 0:39:50'But by the end of the week, that would have cleared anyway.
0:39:50 > 0:39:55'I've got a cheque I'm picking up tomorrow for around about £900.
0:39:55 > 0:39:59'Er... I'm also completing a job on Friday,
0:39:59 > 0:40:01'about £1,000 due on that.'
0:40:01 > 0:40:06So what have we got there? We've got £1,900 and £1,600. 3,500.
0:40:06 > 0:40:08So, we're 99% there, aren't we?
0:40:08 > 0:40:11'At last, we seem to be getting somewhere.
0:40:11 > 0:40:13'But too soon to pop those corks just yet.'
0:40:14 > 0:40:15Within the next week or so,
0:40:15 > 0:40:17hopefully, we'll put this all to bed.
0:40:17 > 0:40:19Anne will be happy and I'll be off your backs,
0:40:19 > 0:40:22which I think we'll all be happy, Julian, won't we?
0:40:22 > 0:40:25'Anne knows me and knows why I'm speaking to you.
0:40:25 > 0:40:29'Just say to her, there is no personal animosity between me and her.
0:40:29 > 0:40:31'She has done what she had to do.
0:40:31 > 0:40:34- 'I fully respect her.' - Yeah, totally. Thanks, Julian.
0:40:34 > 0:40:37- 'All right, cheers.'- Cheers. Take care. Bye-bye.- 'Bye. Bye.'
0:40:37 > 0:40:39I like him.
0:40:39 > 0:40:42I've got to say, he does sound like he is the victim, but you know?
0:40:42 > 0:40:44It doesn't mean nothing to me.
0:40:44 > 0:40:47My job is to get Anne her money back, she deserves it.
0:40:47 > 0:40:48Right, back in Leeds.
0:40:48 > 0:40:50Now, don't be fooled by the sunshine, trust me,
0:40:50 > 0:40:51it's absolutely freezing.
0:40:51 > 0:40:55But I've got some news for Anne that is going to put a smile on her face.
0:40:55 > 0:41:00- Anne, how do you think I got on? - With difficulty, I would've thought.
0:41:00 > 0:41:02You're dead right. I'll tell you the reason why.
0:41:02 > 0:41:04I got exactly the same as what you did -
0:41:04 > 0:41:06people passing blame from pillar to post.
0:41:06 > 0:41:09I phoned up Julian, the owner of the company, he blamed Jason.
0:41:09 > 0:41:11I phoned up Jason, he blamed Julian.
0:41:11 > 0:41:15I spoke to Jason, I spoke to Julian, I did it time and time again.
0:41:15 > 0:41:17In the end, I was very polite with them,
0:41:17 > 0:41:20I said, "Guys, I don't really care who is responsible here,
0:41:20 > 0:41:23"I just want to get Anne her money back." That's the secret, I think.
0:41:23 > 0:41:26Persistence, tenacity. Keep at them.
0:41:28 > 0:41:31- I got you a full refund. - Oh, bless you!
0:41:32 > 0:41:36- You weren't expecting it, were you? - No.- How do you feel?
0:41:36 > 0:41:41- Relieved.- How relieved?- Very.
0:41:41 > 0:41:44- You're going to cry, aren't you? - Yeah. Thank you.
0:41:49 > 0:41:51- You all right?- Yeah.
0:41:51 > 0:41:53I thought you weren't going to let go there.
0:41:55 > 0:41:57What are you going to do with the money now?
0:41:57 > 0:42:01Put it in a bank account and wait and decide what I'm going to do with it.
0:42:01 > 0:42:03Yeah. Good idea.
0:42:03 > 0:42:06And what are you going to do next time you want a job doing?
0:42:06 > 0:42:10- Research it a damn sight better than I did that time.- Yep.
0:42:11 > 0:42:14- Do your homework.- Yep. - Lesson learned?- Yep, definitely.
0:42:14 > 0:42:17You got away lightly this time, haven't you?
0:42:17 > 0:42:19- Anne, it's been lovely helping you out.- Thank you.
0:42:19 > 0:42:22- Look after yourself, take care. Cheers, lovely.- Bye.- Bye-bye.
0:42:24 > 0:42:27I'd just like to say, thank you very much, Dom,
0:42:27 > 0:42:29I really couldn't have done it without you.
0:42:29 > 0:42:33And thank you. A great big thank you.
0:42:33 > 0:42:36Well, I'm about to leave Leeds. I am certainly leaving
0:42:36 > 0:42:39Anne a much happier person than she was when I first arrived.
0:42:39 > 0:42:42On to my next job now. I wonder where that is.
0:42:43 > 0:42:46Now, since my first visit, there is even more good news.
0:42:46 > 0:42:51One of the companies registered with the Spray Foam Contractors Association, BUFCA,
0:42:51 > 0:42:52has generously rectified
0:42:52 > 0:42:57and re-sprayed the inside of Anne's roof for half their normal rate.
0:42:57 > 0:43:02So now Anne and her mum have finally got the cosy home they deserve.
0:43:04 > 0:43:08Subtitles by Red Bee Media Ltd