0:00:01 > 0:00:03'I've been backing your consumer rights for years,
0:00:03 > 0:00:06'but it seems some companies still aren't getting the message.'
0:00:06 > 0:00:09The main aim and goal for companies is profit.
0:00:09 > 0:00:10They don't care about the customers.
0:00:10 > 0:00:15'Day in, day out, thousands of you are still being taken for a ride,
0:00:15 > 0:00:17'and it's always the same old things -
0:00:17 > 0:00:20'shoddy products, small print and bad customer service.'
0:00:20 > 0:00:23If they are rude to the customers, they're the losers, big time.
0:00:23 > 0:00:27'Some firms are driving you barmy, causing you sleepless nights
0:00:27 > 0:00:30'and making you feel like you're the one to blame.'
0:00:30 > 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 > 0:01:02'One family's fight against their bathroom installers
0:01:02 > 0:01:03'which went down the plughole.'
0:01:03 > 0:01:05See the state that they've left it in.
0:01:05 > 0:01:09Anybody should know that, especially a B&Q fitter.
0:01:09 > 0:01:11'Follow my guide to pension and I'll try
0:01:11 > 0:01:14'to help you avoid the pot from running dry.'
0:01:14 > 0:01:18The way things are now, I'm going to have to carry on working
0:01:18 > 0:01:20probably till I'm 70.
0:01:21 > 0:01:23'And we hit the high street to find out
0:01:23 > 0:01:27'if you know your consumer rights from your consumer wrongs.'
0:01:27 > 0:01:29So that's really interesting.
0:01:36 > 0:01:39No matter how good we might think we are at DIY,
0:01:39 > 0:01:42when it comes to things like showers and bathrooms,
0:01:42 > 0:01:45most of us will get in the professionals.
0:01:48 > 0:01:51With tiling, plumbing and fixtures and fittings all coming together
0:01:51 > 0:01:56in a confined space, there's a lot of things that can go wrong.
0:01:56 > 0:01:57Oops.
0:02:01 > 0:02:04When it comes to giving your home that much needed makeover,
0:02:04 > 0:02:07a lot of us return to a company, a name that we trust.
0:02:07 > 0:02:10But not just to buy the goods, also to get them to fit them.
0:02:10 > 0:02:12The trouble with that is,
0:02:12 > 0:02:15what happens when your redecorating dream turns into a nightmare?
0:02:15 > 0:02:19And one family know that situation only too well.
0:02:20 > 0:02:22Meet John and Judy Stenstrom,
0:02:22 > 0:02:25who live in Cheshire with their three daughters.
0:02:25 > 0:02:28In 2006, they thought it was high time that their four-bedroom house
0:02:28 > 0:02:30was treated to a bit of a makeover
0:02:30 > 0:02:35and decided to splash out on a new kitchen and some new bathrooms.
0:02:35 > 0:02:37When the house is that old you have to spend some money
0:02:37 > 0:02:40on the bathrooms and the kitchens.
0:02:40 > 0:02:43They have to be replaced, and these really needed replacing.
0:02:43 > 0:02:48I'd rather spend money on nice things and fun things and holidays,
0:02:48 > 0:02:51but we had to get a new bathroom and we had to get a new kitchen.
0:02:51 > 0:02:54'I agree, topping up a tan in Tenerife is much more appealing
0:02:54 > 0:02:57'than new sinks and taps, but with little choice
0:02:57 > 0:03:00'but to fork out for those practical necessities,
0:03:00 > 0:03:04'John and Judy wanted to go with a name they trusted,
0:03:04 > 0:03:08'which is why they opted for DIY giant B&Q.'
0:03:08 > 0:03:10The staff in the shop were excellent and really helpful
0:03:10 > 0:03:12and helped us pick out tiles,
0:03:12 > 0:03:16something if you've not done before, you don't know what goes with what.
0:03:16 > 0:03:18So I thought the staff in there were really good and really helpful.
0:03:18 > 0:03:21'In fact, John and Judy were so impressed,
0:03:21 > 0:03:24'they bought a new kitchen, along with not one, not two,
0:03:24 > 0:03:26'but three spanking new bathrooms.
0:03:26 > 0:03:30'They paid for the kitchen outright, but put the cost of the bathrooms -
0:03:30 > 0:03:34'just shy of £12,500 - on a finance deal with B&Q.
0:03:34 > 0:03:37'The price included the suites and the installation
0:03:37 > 0:03:39'by professional fitters, which they were told
0:03:39 > 0:03:42'would be arranged and overseen by B&Q.'
0:03:42 > 0:03:44One of the aspects that really sold it to me
0:03:44 > 0:03:47was the project management, the idea that they would take hold
0:03:47 > 0:03:51of our project for us and they would run it from start to finish.
0:03:51 > 0:03:54There was nothing for us to worry about.
0:03:54 > 0:03:58All we had to do was pick the bathrooms, pick the tiles,
0:03:58 > 0:03:59and leave everything else to them.
0:03:59 > 0:04:03Really good idea. That's exactly what we wanted to happen.
0:04:03 > 0:04:08But sadly, it didn't happen, and not by a long stretch.
0:04:08 > 0:04:10Soon after the bathrooms were installed,
0:04:10 > 0:04:12John and Judy got that sinking feeling.
0:04:12 > 0:04:16Their three spanking new bathrooms were riddled with defects.
0:04:16 > 0:04:21Leaking seals and dodgy tiling were just the tip of the iceberg.
0:04:21 > 0:04:24We couldn't use the bath one day or the shower the other day,
0:04:24 > 0:04:29we were left with a toilet and very little other facilities upstairs.
0:04:29 > 0:04:32Everything that could go wrong has gone wrong.
0:04:32 > 0:04:34John contacted B&Q,
0:04:34 > 0:04:37who immediately sent someone round to investigate their problems.
0:04:37 > 0:04:40When that didn't work, they sent somebody else round.
0:04:40 > 0:04:43And then somebody else and THEN somebody else.
0:04:43 > 0:04:46I think you know where this is going.
0:04:46 > 0:04:49We were constantly visited by streams of different builders
0:04:49 > 0:04:56attempting to make repairs and we're still waiting.
0:04:57 > 0:05:00And when John says waiting, he means REALLY waiting.
0:05:00 > 0:05:02Five years in fact.
0:05:02 > 0:05:06His hopes of getting it sorted have disappeared down the plughole,
0:05:06 > 0:05:08and that's why he's contacted me.
0:05:10 > 0:05:14So here I am in Cheshire to try and get to the bottom of it.
0:05:16 > 0:05:18Hmm. Hope not.
0:05:18 > 0:05:23- John.- Hello, Dom. How are you? Nice to meet you.- And nice to meet you.
0:05:23 > 0:05:26'John immediately wants to show me the damage,
0:05:26 > 0:05:29'and on the surface, the £12,500 bathrooms looks nice and shiny.
0:05:29 > 0:05:32'But as I'm led towards the stairs, I don't have to look far
0:05:32 > 0:05:35'for clues that something's not quite right.'
0:05:35 > 0:05:39Here you can see the damage that's been caused by the shower.
0:05:39 > 0:05:42This is the reason we haven't been able to use the shower for the past two years.
0:05:42 > 0:05:45Because it's leaking and the ceiling's cracking.
0:05:45 > 0:05:48The first thing you see when you come down the stairs, all that.
0:05:48 > 0:05:50- OK. What else, John? - Let's go to the bathroom.
0:05:50 > 0:05:53'And it soon becomes obvious that beneath the false veneer
0:05:53 > 0:05:55'lies a multitude of sins.'
0:05:55 > 0:05:58You can see as soon as you walk in here, this particular wall
0:05:58 > 0:06:01is bowed here, got chipped mosaics, they're are unevenly set...
0:06:01 > 0:06:04I can see the grouting at the to. That looks awful.
0:06:04 > 0:06:06That's quite an eyesore.
0:06:06 > 0:06:08And I've got the same problem with the window.
0:06:08 > 0:06:11We've got this area where they've used trim that's too big for the job.
0:06:11 > 0:06:14That is such a stupid mistake.
0:06:14 > 0:06:17That... It's only a few quid to buy,
0:06:17 > 0:06:21and throughout every single bathroom, they've obviously realised they had the wrong one.
0:06:21 > 0:06:25Rather than replace them they've just tried to bodge round it.
0:06:25 > 0:06:28- It's just all little, niggly sloppy bits, isn't it?- Yeah.
0:06:28 > 0:06:30If any of these...
0:06:30 > 0:06:31If it was just one of these defects,
0:06:31 > 0:06:36you'd' live with it to a small scale, but the number of defects
0:06:36 > 0:06:39in every room is just completely unacceptable.
0:06:39 > 0:06:41Which is the room with the shower that's leaking?
0:06:41 > 0:06:42We'll go there next.
0:06:42 > 0:06:46Again, the suited look OK at first glance,
0:06:46 > 0:06:49but the way they've been fitted leaves a lot to be desired.
0:06:49 > 0:06:51- Here's the shower room, Dom. - All right.
0:06:51 > 0:06:55You can see the similar visual defects.
0:06:55 > 0:06:58Look around the door, there's a tile that's been missed altogether.
0:06:58 > 0:07:00- And they just filled it with grout? - Yeah.- OK.
0:07:00 > 0:07:04Inside the shower, you can see there's a tile been removed
0:07:04 > 0:07:07where they've just dot and dabbed.
0:07:07 > 0:07:11We can see again the problem on the window with the incorrect size trim.
0:07:11 > 0:07:15Along here, you can see the mosaic tile, where they're unevenly set.
0:07:16 > 0:07:19Looking around, only one word springs into my mind - shoddy.
0:07:19 > 0:07:23But, there's something else even more shocking.
0:07:23 > 0:07:25Now, I just want to have a look at these lights.
0:07:25 > 0:07:28Easy with the light off, but you can see they're heavily pitted,
0:07:28 > 0:07:31which concerns me, because electrical lights in a bathroom,
0:07:31 > 0:07:33you have to be extremely careful with.
0:07:33 > 0:07:35If they are the wrong ones,
0:07:35 > 0:07:37there's always that risk of electrocution.
0:07:37 > 0:07:38I'm not saying they are,
0:07:38 > 0:07:41but it does concern me that water has affected those like that.
0:07:41 > 0:07:45I just noticed down there, that also looks extremely sloppy, doesn't it?
0:07:45 > 0:07:47You can look underneath the shower tray,
0:07:47 > 0:07:51if we pull that away, and you can see the state that they've left it in.
0:07:51 > 0:07:53Right.
0:07:53 > 0:07:55Along the right-hand side there,
0:07:55 > 0:07:59- you can see evidence of where the water has run through.- Right.
0:07:59 > 0:08:01Where it's leaked.
0:08:01 > 0:08:04You can also see that they've tiled here onto the floor boards,
0:08:04 > 0:08:08so as the floorboards have got damp and they've moved,
0:08:08 > 0:08:11it's resulted in one of the tiles here cracking.
0:08:11 > 0:08:13Now, that is the basic ABC of building.
0:08:13 > 0:08:17You've got floorboards here, which flex and you've got ceramic tiles.
0:08:17 > 0:08:21Someone has stuck them directly on there, so, they're going to crack.
0:08:21 > 0:08:24Anybody should know that! Especially a B&Q fitter!
0:08:24 > 0:08:27- You'd think so.- If it was an apprentice, on his first day,
0:08:27 > 0:08:32maybe you'd allow a bit of slack. Other than that, not good enough.
0:08:32 > 0:08:34OK, I've seen enough, John.
0:08:34 > 0:08:36Thanks very much.
0:08:36 > 0:08:41John not only paid B&Q £12,500 for this botched job bonanza,
0:08:41 > 0:08:43he also bought one of their kitchens
0:08:43 > 0:08:46and I want to find out what state that's in.
0:08:46 > 0:08:47Very fortunately,
0:08:47 > 0:08:52we didn't have anywhere near the problems with that particular job.
0:08:52 > 0:08:56Was it different fitters that fitted the kitchen to the bathrooms?
0:08:56 > 0:08:58Yes, two completely different teams.
0:08:58 > 0:09:02John is more than happy with the kitchen that B&Q installed.
0:09:02 > 0:09:05Shame the same team of fitters didn't put in his bathrooms.
0:09:05 > 0:09:07And, as John's battle with B&Q dragged on,
0:09:07 > 0:09:09just to add insult to injury,
0:09:09 > 0:09:13the shower started leaking, ruining the ceiling and the family karma.
0:09:13 > 0:09:17We've lived without a shower now effectively for two years.
0:09:17 > 0:09:20How many times have you had a problem
0:09:20 > 0:09:22with the ladies being in there
0:09:22 > 0:09:25and you need in and it's come to verbal blows?
0:09:25 > 0:09:27- On a regular basis!- Has it really?
0:09:27 > 0:09:29- I know my place now.- Right, OK.
0:09:29 > 0:09:32That doesn't sound like much fun,
0:09:32 > 0:09:37and John's daughters are equally as fed up with the lack of facilities.
0:09:37 > 0:09:40We're all waiting to get a bath and it's really annoying.
0:09:40 > 0:09:43Tensions are rising in the house.
0:09:43 > 0:09:45The amount of stress over who's in the bath next
0:09:45 > 0:09:47and why nobody's had a bath yet at this time of night...
0:09:47 > 0:09:50Doesn't bear thinking about, really.
0:09:50 > 0:09:52If I'm going to stand a chance
0:09:52 > 0:09:54of getting John's family life back on track,
0:09:54 > 0:09:57I need to find out what he's been doing
0:09:57 > 0:09:59to sort out his bothersome bathrooms.
0:09:59 > 0:10:03The thing that surprised me is that it's been going for 5 1/2 years.
0:10:03 > 0:10:07You've obviously not just sat on your laurels, you've been trying to sort it out.
0:10:07 > 0:10:10Yeah, we had a period of about nine months,
0:10:10 > 0:10:13where they would come along and fix some of the problems.
0:10:13 > 0:10:16They documented all of the defects
0:10:16 > 0:10:18in great detail, very early on in the case.
0:10:18 > 0:10:20- Three big files there, John.- Yeah.
0:10:20 > 0:10:23It's been ongoing for a while, hasn't it?
0:10:23 > 0:10:26John tells me that three months after the bathrooms were installed,
0:10:26 > 0:10:29a B&Q manager carried out an inspection
0:10:29 > 0:10:33and produced a report which outlined 36 jobs that needed to be done,
0:10:33 > 0:10:36including some major works to the tiling.
0:10:37 > 0:10:40They determined that the tiling was of such a poor standard,
0:10:40 > 0:10:43the best solution was to rip it out and retile it
0:10:43 > 0:10:46and that was the plan at Easter 2007.
0:10:46 > 0:10:50- And that came from one of the bosses at B&Q?- Correct.
0:10:50 > 0:10:53That's his report, that was his recommendation.
0:10:53 > 0:10:55So, why didn't they do it?
0:10:55 > 0:10:57We went away on holiday, they had free access to the house,
0:10:57 > 0:10:59- over the Easter period.- Right.
0:10:59 > 0:11:01When we got back off holiday, the job hadn't been done
0:11:01 > 0:11:05and then the manager that's dealing with you, disappears,
0:11:05 > 0:11:07you don't hear from them for six months.
0:11:07 > 0:11:09And then, when they come back again,
0:11:09 > 0:11:11they deny that the problems actually exist.
0:11:11 > 0:11:14Half a decade and three managers later,
0:11:14 > 0:11:16many of the faults on the original report
0:11:16 > 0:11:17still haven't been rectified
0:11:17 > 0:11:21and because of this, John has refused to pay them a penny.
0:11:21 > 0:11:24However, there is one thing B&Q have managed to deliver
0:11:24 > 0:11:28on several occasions and that's the bill.
0:11:28 > 0:11:30They had their legal people sending us letters
0:11:30 > 0:11:32threatening to take us to court.
0:11:32 > 0:11:34I referred back to the original defect report
0:11:34 > 0:11:36and asked them to come back and check it.
0:11:36 > 0:11:39- They hadn't got a copy of it on their file.- Ouch.
0:11:39 > 0:11:43So, they asked me to send them a copy of their report, which I did.
0:11:43 > 0:11:47The next I heard of it, was in 2010, when they sent me another letter
0:11:47 > 0:11:49threatening to take me to court if I didn't pay them.
0:11:49 > 0:11:51So, they've done nothing in between.
0:11:51 > 0:11:53You don't want to pay any money until it's sorted out
0:11:53 > 0:11:55and all they seem to be doing, every now and again
0:11:55 > 0:11:58their computer systems throw up this huge debt outstanding,
0:11:58 > 0:12:02you get a letter and get chased. You throw that back at them,
0:12:02 > 0:12:03and it all lies dormant again.
0:12:03 > 0:12:05- This could go on for decades. - That's right.
0:12:05 > 0:12:08And to further complicate matters,
0:12:08 > 0:12:11John and B&Q have been quibbling over the price.
0:12:11 > 0:12:13After identifying the defects, they dropped the cost
0:12:13 > 0:12:16of the bathroom from £12,500
0:12:16 > 0:12:18to £7,500 and then...
0:12:18 > 0:12:20£6,000. Crikey! I can hardly keep up!
0:12:20 > 0:12:23In the latest letter they sent me, they advised me
0:12:23 > 0:12:25to go to the Furniture Ombudsman. I agreed to that
0:12:25 > 0:12:29- in order to prevent the case going to court.- Yeah.
0:12:29 > 0:12:33Eventually, the ombudsman sent a consultant along to do an inspection.
0:12:33 > 0:12:37- I've got a copy of his report. - You presented that to them.
0:12:37 > 0:12:41- What did they say about it? - The ombudsman came back
0:12:41 > 0:12:44and their decision found in my favour.
0:12:44 > 0:12:48However, the ombudsman still felt
0:12:48 > 0:12:50that I ought to pay B&Q some money.
0:12:50 > 0:12:53In fairness here, and I'm sitting on the fence,
0:12:53 > 0:12:55you have had £12,500 worth
0:12:55 > 0:12:58of bathrooms and en-suites installed,
0:12:58 > 0:13:03not properly, and I'm not saying it's been done correctly,
0:13:03 > 0:13:05but as far as you're concerned,
0:13:05 > 0:13:08are you happy to be paying some money for what you got?
0:13:08 > 0:13:11I'm happy to pay B&Q some money,
0:13:11 > 0:13:16when we've got a bathroom installation that's serviceable.
0:13:16 > 0:13:18That's the answer I wanted to hear.
0:13:18 > 0:13:22I completely understand why he wants B&Q to finish what they started
0:13:22 > 0:13:26and not just walk away after five years, because if they don't,
0:13:26 > 0:13:30John could be facing a large bill to clean up this mess himself.
0:13:30 > 0:13:32That's why I want him to do some research for me,
0:13:32 > 0:13:35to find out what it will cost to sort this lot out.
0:13:35 > 0:13:37What I'd like you to do for me,
0:13:37 > 0:13:41is to get some kitchen and bathroom installers and fitters
0:13:41 > 0:13:43to come round and price up how much it would cost
0:13:43 > 0:13:46to replace those bathrooms at today's prices.
0:13:46 > 0:13:49Hopefully, talking to more tradesmen
0:13:49 > 0:13:51won't send John completely around the bend!
0:13:54 > 0:13:55Wow!
0:13:55 > 0:13:58This is over five years worth of correspondence
0:13:58 > 0:14:02between John and B&Q, just because he's trying to get this sorted out.
0:14:02 > 0:14:04Now, B&Q are a huge company,
0:14:04 > 0:14:07they should have done the job right first time round.
0:14:07 > 0:14:08The fact it's five years late,
0:14:08 > 0:14:10is going to cause me all sorts of problems.
0:14:10 > 0:14:13Still, it won't put me off. I'll get a result.
0:14:13 > 0:14:16But, as I get busy with B&Q,
0:14:16 > 0:14:19John receives some shocking news.
0:14:19 > 0:14:21You're looking at around £10,000.
0:14:26 > 0:14:28Consumer law can be very confusing.
0:14:28 > 0:14:30You've got your Sales Of Goods Act, distance selling,
0:14:30 > 0:14:32right to return, I could go on and on.
0:14:34 > 0:14:36And knowing a few of these laws can save you, not only money,
0:14:36 > 0:14:39but a lot of hassle as well.
0:14:39 > 0:14:42My research team have been out on the street, armed with questions
0:14:42 > 0:14:45to put to you, the buying public, to find out
0:14:45 > 0:14:49if you know your consumer rights, from your consumer wrongs.
0:14:52 > 0:14:56Today, we've hit the shopping centres in our quest for spreading knowledge.
0:14:56 > 0:15:00First question for you shrewd shoppers - liquidated lamp.
0:15:00 > 0:15:05You buy a lamp from a shop, but two months later, it breaks.
0:15:05 > 0:15:06When you go to take the lamp back,
0:15:06 > 0:15:09you find out the shop has gone bust. Can you still get your money back?
0:15:09 > 0:15:12I guess not, because the shop is not there any more.
0:15:12 > 0:15:14I don't suppose you could do anything?
0:15:14 > 0:15:17If you bought it with a credit card,
0:15:17 > 0:15:19you should be able to get your money back.
0:15:19 > 0:15:21Correct.
0:15:21 > 0:15:23But one out of three is pretty poor.
0:15:23 > 0:15:25Any purchase, between £100 and £30,000
0:15:25 > 0:15:29made using a credit card or certain debit cards,
0:15:29 > 0:15:31is guaranteed under the Consumer Credit Act.
0:15:31 > 0:15:33But, and there's always a but,
0:15:33 > 0:15:37you have to raise the claim within 120 days of the shop going bust.
0:15:37 > 0:15:40So, if you're worried about the stability of the shop,
0:15:40 > 0:15:42stick it on a credit card.
0:15:42 > 0:15:45That's like a pleasant surprise, to be honest.
0:15:46 > 0:15:50Well, I'm pleased to hear it. It's all part of the service.
0:15:50 > 0:15:52Next up, boiler breakdown.
0:15:53 > 0:15:55Your boiler breaks down,
0:15:55 > 0:15:57but you should be covered under its warranty.
0:15:57 > 0:16:00When you come to the claim, the warranty provider won't pay out
0:16:00 > 0:16:03as the boiler hasn't been serviced in the past year. Can they do this?
0:16:03 > 0:16:05Probably they can.
0:16:05 > 0:16:06That should be fair.
0:16:06 > 0:16:09OK, I think they could do that.
0:16:09 > 0:16:13Correct. Three out of three, I am impressed!
0:16:13 > 0:16:15Most new heating appliances come with a warranty,
0:16:15 > 0:16:18but these may carry certain conditions.
0:16:18 > 0:16:21Failure to get your boiler serviced regularly is not only dangerous,
0:16:21 > 0:16:23it could render your warranty invalid,
0:16:23 > 0:16:26leaving you to pick up the bill if it goes wrong.
0:16:26 > 0:16:29Terms and conditions of warranties vary from company to company,
0:16:29 > 0:16:33so make sure you thoroughly check small print.
0:16:33 > 0:16:35Do I win something?
0:16:35 > 0:16:38I'll stick a medal in the post and if you keep listening,
0:16:38 > 0:16:41you might even learn something more. Last up, contract killer.
0:16:41 > 0:16:44You sign up for a mobile phone contract in a shop,
0:16:44 > 0:16:47but then find the contract much cheaper with a different company.
0:16:47 > 0:16:50You go to cancel your current contract. They say you have to pay
0:16:50 > 0:16:54the remainder of the contract or a cancellation fee. Can they do this?
0:16:54 > 0:16:56I think they can do this.
0:16:56 > 0:16:58You've signed the contract, you can't cancel it.
0:16:58 > 0:17:00I'd imagine they can do.
0:17:00 > 0:17:01Yes they can.
0:17:01 > 0:17:02Correct.
0:17:02 > 0:17:05Once you sign up to a phone deal in a shop,
0:17:05 > 0:17:08you are contractually obliged to honour the length of the contract,
0:17:08 > 0:17:12or pay the cancellation fee outlined in the terms and conditions.
0:17:12 > 0:17:15Some providers in phone shops offer customers a cooling off period
0:17:15 > 0:17:18which allows you to cancel the contract
0:17:18 > 0:17:20within a specific timeframe,
0:17:20 > 0:17:23but you should clarify this before making your purchase.
0:17:23 > 0:17:27Never signed a contract in a shop, so that's really interesting.
0:17:28 > 0:17:33It just goes to show, it pays to be a cautious consumer.
0:17:33 > 0:17:36I'm pleased some of you are on the road to becoming brilliant buyers,
0:17:36 > 0:17:39but as for the rest of you, there's still a bit to learn.
0:17:46 > 0:17:49I've been called in to help John Stenstrom and his family wash their hands
0:17:49 > 0:17:51of their bathroom botched job.
0:17:51 > 0:17:56Five years ago, they had three shiny new suites supplied by DIY giant B&Q
0:17:56 > 0:18:00and fitted by a team of their approved contractors
0:18:00 > 0:18:02but it didn't take long for the sheen to wear off
0:18:02 > 0:18:06as they soon discovered the bathrooms were riddled with faults.
0:18:06 > 0:18:10Several B&Q managers initially spotted the problems,
0:18:10 > 0:18:12but failed to get a grip on the repairs.
0:18:12 > 0:18:15So, poor old John's hit a brick wall.
0:18:15 > 0:18:17I thought it was quite incredible,
0:18:17 > 0:18:20trying to deal with a company like B&Q
0:18:20 > 0:18:21and being met with total resistance.
0:18:21 > 0:18:25John's even written to the chairman of B&Q,
0:18:25 > 0:18:29quoting the trusty Supply of Goods and Services Act and I agree.
0:18:29 > 0:18:31John's got them bang to rights.
0:18:31 > 0:18:35But the only thing B&Q are chasing John for is their payment!
0:18:35 > 0:18:37Originally £12,500, which dropped
0:18:37 > 0:18:40to £7,500 and then £6,000 for the pleasure
0:18:40 > 0:18:44of having his families lives blighted for the past five years.
0:18:44 > 0:18:46But before I get down to business,
0:18:46 > 0:18:50I want to take a closer look at who I'm up against.
0:18:50 > 0:18:53B&Q takes its name from the initials of the firm's founding fathers,
0:18:53 > 0:18:55Mr Block and Mr Quayle,
0:18:55 > 0:18:59who set up their first DIY store in 1969.
0:18:59 > 0:19:0040 years later,
0:19:00 > 0:19:04they've grown to be the largest DIY retailer in Europe.
0:19:04 > 0:19:08Oh, I love a bit of a challenge! Watch out B&Q!
0:19:08 > 0:19:12I'll hammer on your door until I get John's bathroom sorted once and for all!
0:19:13 > 0:19:15Poor old John has been waiting over five years
0:19:15 > 0:19:17to get all his problems sorted out.
0:19:17 > 0:19:20Let's see if I can speed that up a little bit...
0:19:22 > 0:19:23Good morning. How can I help you?
0:19:23 > 0:19:26Good morning, my name's Dominic Littlewood
0:19:26 > 0:19:27and I'm calling from the BBC.
0:19:27 > 0:19:31I need to speak to somebody about a problem with one of your customers.
0:19:31 > 0:19:34'But, I'm not holding out too much hope for a speedy response,
0:19:34 > 0:19:38'as it's a couple of calls just to get through to the right person.'
0:19:38 > 0:19:42The problem's been going on since 2006.
0:19:42 > 0:19:45Because it's been going on for so long, there's been quite a few complaints
0:19:45 > 0:19:48and a Furniture Ombudsman was actually called in.
0:19:48 > 0:19:50'I'll leave them to dig out John's file,
0:19:50 > 0:19:54'but if they think I'm waiting five years, they've got another thing coming.'
0:19:54 > 0:19:56The lady on the other end of that phone
0:19:56 > 0:19:59didn't want her side of the conversation used - fair enough.
0:19:59 > 0:20:00But I got all her details.
0:20:00 > 0:20:03I've put the cat amongst the pigeons with a few of the things I've said,
0:20:03 > 0:20:06but then I pushed for the boss' number and I got it.
0:20:06 > 0:20:08I've got the phone number
0:20:08 > 0:20:10and I've also got her name and her e-mail address.
0:20:10 > 0:20:13Not going to ring her yet, but that's the little ace up my sleeve,
0:20:13 > 0:20:17just in case I need to start really rocking the boat.
0:20:17 > 0:20:19Right, B&Q, come on, sort your act out.
0:20:21 > 0:20:23So, whilst I wait for B&Q's next move,
0:20:23 > 0:20:28I'm going to have a nosy at the report John received from the Furniture Ombudsman.
0:20:28 > 0:20:31The Furniture Ombudsman is an independent organisation
0:20:31 > 0:20:35which specialises in providing dispute resolution solutions
0:20:35 > 0:20:36to consumers and retailers
0:20:36 > 0:20:39in the furniture and home improvement industry.
0:20:39 > 0:20:42They sent an inspector round to look at John's bathrooms
0:20:42 > 0:20:44and the results are pretty damning.
0:20:44 > 0:20:50After a thorough inspection, the report outlined 12 areas of concern
0:20:50 > 0:20:54including poor tiling, a leaking shower and corroded radiators.
0:20:54 > 0:20:56But that wasn't all...
0:20:56 > 0:21:01In John's case, they found the fitters were far from fabulous.
0:21:01 > 0:21:02The report stated,
0:21:02 > 0:21:06"I can find very little in the way of properly executed workmanship"
0:21:06 > 0:21:09and that they "failed to demonstrate
0:21:09 > 0:21:13"the necessary skills and expertise to carry out such a project."
0:21:13 > 0:21:15So for me, the bottom line is,
0:21:15 > 0:21:20the contractors B&Q hired to fit the bathrooms completely bodged it up,
0:21:20 > 0:21:23but what does the Furniture Ombudsman suggest as a solution?
0:21:23 > 0:21:27The type of remedies that we will make in an adjudication
0:21:27 > 0:21:28can vary from case to case.
0:21:28 > 0:21:31Sometimes, we might award compensation.
0:21:31 > 0:21:33Sometimes, we might award remedial work,
0:21:33 > 0:21:37depending on what evidence has been supplied from the expert consultant.
0:21:37 > 0:21:43In John's case, they suggested he pay B&Q a reduced price of £4,000
0:21:43 > 0:21:49for the badly fitted bathrooms and then walk their separate ways.
0:21:49 > 0:21:50John rejected FIRA's decision.
0:21:50 > 0:21:54The thing is with John, he never had up problem paying for the goods.
0:21:54 > 0:21:56He was just concerned that he'd be left with a big bill
0:21:56 > 0:21:59putting right B&Q's wrong.
0:21:59 > 0:22:00The past few weeks have seen
0:22:00 > 0:22:02a flurry of e-mails between me and B&Q.
0:22:02 > 0:22:05I sent them the Furniture Ombudsman's report,
0:22:05 > 0:22:09but it seems B&Q have tried to avoid yours truly
0:22:09 > 0:22:11and contacted John directly.
0:22:11 > 0:22:13He's happy for me to handle this one
0:22:13 > 0:22:16and has bounced them straight back to me.
0:22:16 > 0:22:19I want to find out what it was about.
0:22:19 > 0:22:22Good morning, can I speak to Parveen, please?
0:22:22 > 0:22:25Somebody from B&Q called John the other day, were you aware of that?
0:22:25 > 0:22:28Have you any idea what they wanted to speak to him about?
0:22:28 > 0:22:30Parveen, at B&Q's PR firm, says
0:22:30 > 0:22:33they just wanted to discuss the bathroom issue with John,
0:22:33 > 0:22:36but they've had five years to do that!
0:22:36 > 0:22:39He requested that you deal with us as it's been going on too long.
0:22:39 > 0:22:41Now I've cleared that one up, it's time to find out
0:22:41 > 0:22:44what they think of the Furniture Ombudsman's report,
0:22:44 > 0:22:46which I might add, says exactly the same
0:22:46 > 0:22:50as the reports produced by B&Q's own managers.
0:22:50 > 0:22:52What's the news on this one?
0:22:52 > 0:22:54'She says B&Q are still investigating.
0:22:54 > 0:22:56'If they think I'm waiting five years,
0:22:56 > 0:22:58'they've got another thing coming.'
0:22:58 > 0:23:01If you can get back to me this afternoon or sometime today
0:23:01 > 0:23:04with some answers and let us know where we're at?
0:23:04 > 0:23:05Thanks, Parveen. Bye-bye.
0:23:05 > 0:23:10Very polite, but very noncommittal. Yes, they did ring him last week.
0:23:10 > 0:23:13She said, I don't really know why, just to discuss the case.
0:23:13 > 0:23:15She said, I'll give you a call back later.
0:23:15 > 0:23:18Now, although technically I haven't done much there,
0:23:18 > 0:23:21I have again stirred up the little hornets' nest,
0:23:21 > 0:23:24just to let people know you're not going away, you are polite,
0:23:24 > 0:23:27you are civil, but you want resolution.
0:23:27 > 0:23:29It all builds up, it all makes a difference.
0:23:29 > 0:23:31Right...
0:23:34 > 0:23:38Parveen promised me a call back...
0:23:38 > 0:23:40five and a half hours ago.
0:23:41 > 0:23:42I think I'll call her.
0:23:44 > 0:23:46Hi, is Parveen there, please?
0:23:46 > 0:23:50Parveen, it's Dominic from the BBC. Hi there.
0:23:50 > 0:23:53'Surprise surprise, B&Q are still investigating.'
0:23:53 > 0:23:58Right, first thing she said was "Sorry". I should think so, I've been waiting five and a half hours!
0:23:58 > 0:24:02She said, still not heard back. I'm going to ring them now and call you back.
0:24:02 > 0:24:03So, give her five or 10 minutes.
0:24:03 > 0:24:07If not this time, I'll be straight back on the phone. Come on, Parveen.
0:24:07 > 0:24:10Looks like I'm going to have to wait a little longer to find out
0:24:10 > 0:24:15whether B&Q think it's fair for John to pay four grand for his badly fitted bathrooms
0:24:15 > 0:24:19or whether they're willing to pull up their socks and do something about it.
0:24:23 > 0:24:27In the meantime, I want to find out just how much it would cost
0:24:27 > 0:24:30to put right John's bathrooms.
0:24:30 > 0:24:34Earlier, I asked him to do some extra research for me
0:24:34 > 0:24:35by getting round some independent tradesmen
0:24:35 > 0:24:38and one of the three John's called round
0:24:38 > 0:24:40is experienced bathroom fitter, Colin Mannering.
0:24:40 > 0:24:45- How do you do? Colin, Neptune. You all right?- How do you do? Come in.
0:24:45 > 0:24:49Colin's seen it all, from leaking taps to gaping cracks.
0:24:49 > 0:24:52I wonder what he'll make of John's bathrooms.
0:24:52 > 0:24:55To be honest with you, John, I would say that certainly on our jobs,
0:24:55 > 0:24:59we wouldn't accept some of the quality that's been installed here.
0:24:59 > 0:25:03The trim's a nightmare. That's meant to cover the edge of the tile.
0:25:03 > 0:25:05It's meant to be smooth.
0:25:05 > 0:25:08As you can see, there's a lip right the way across, right the way down.
0:25:08 > 0:25:11Cuts aren't good, like I say, here.
0:25:11 > 0:25:16- It's not been tiled right cos the cuts there in your corner, see the small sliver?- Yeah.
0:25:16 > 0:25:18Then you've got a tile this size, here.
0:25:18 > 0:25:21The way they've started the tiling is incorrect anyway.
0:25:21 > 0:25:25Colin's clearly far from impressed with the downstairs bathroom
0:25:25 > 0:25:30and upstairs, he finds more evidence of one of the major issues outlined
0:25:30 > 0:25:31in both the Furniture Ombudsman's
0:25:31 > 0:25:36and B&Q's own manager's report - the poor tiling.
0:25:36 > 0:25:38The basic rules of tiling have not been followed.
0:25:38 > 0:25:40Around the windows you can see
0:25:40 > 0:25:44they've not centralised off it, the cuts are different on either side.
0:25:44 > 0:25:47The focal point is a window, so you can certainly tell
0:25:47 > 0:25:51a bad tiling job when you're looking at a window.
0:25:51 > 0:25:52The floor looks scruffy.
0:25:52 > 0:25:56I can certainly say it doesn't look like they've put a board down
0:25:56 > 0:25:57and tiled on top of the board,
0:25:57 > 0:26:00I think they've gone straight onto your floor,
0:26:00 > 0:26:02which is not the right thing to do.
0:26:02 > 0:26:04I can normally tell from the height of the threshold
0:26:04 > 0:26:07because they do increase when you put a board underneath the tile.
0:26:09 > 0:26:12Sorting out the tacky tiling's not going to be cheap
0:26:12 > 0:26:13but before they talk money,
0:26:13 > 0:26:16Colin has a butchers at the bane of John's life -
0:26:16 > 0:26:19the leaking en-suite shower.
0:26:19 > 0:26:21There's a couple of problems, apart from the tiles.
0:26:21 > 0:26:24I've noticed just on the other side of each enclosure,
0:26:24 > 0:26:27there's a lot of dark marks, which is showing that water is
0:26:27 > 0:26:30attacking the plasterboard from that point as well.
0:26:30 > 0:26:35It's sometimes again lack of silicone behind the wall posts.
0:26:35 > 0:26:37It's down to installation.
0:26:37 > 0:26:39That doesn't sound good.
0:26:39 > 0:26:42But how much is it going to cost to put this right?
0:26:42 > 0:26:44John's already had two quotes from two other tradespeople.
0:26:44 > 0:26:51One costed up the repairs at around £8,000 and the other, £11,000.
0:26:51 > 0:26:53Let's see what figure Colin comes up with.
0:26:53 > 0:26:57I would say that for everything, new products, new tiling,
0:26:57 > 0:27:01all the rooms to be gutted, you'd be looking at around £10,000.
0:27:01 > 0:27:05Certainly under, but it's subject to your choices and what you want.
0:27:05 > 0:27:07Ouch!
0:27:07 > 0:27:12So, John's three quotes come out at an average of just over £9,500.
0:27:12 > 0:27:15That's almost as much as the three bathrooms cost him in the first place.
0:27:17 > 0:27:20John's been left with a situation where potentially,
0:27:20 > 0:27:23he could end up having to pay out more than when he first started,
0:27:23 > 0:27:26which has got me thinking about the bigger issue here -
0:27:26 > 0:27:28you go to a company like B&Q,
0:27:28 > 0:27:30because it's a name we all know and trust.
0:27:30 > 0:27:34When you find out that not only do they supply the goods
0:27:34 > 0:27:36but also fit them as well, bingo!
0:27:36 > 0:27:39It saves all that shopping around.
0:27:39 > 0:27:42But lo and behold, some of these companies only go
0:27:42 > 0:27:45and subcontract their fitters, so you could end up dealing with
0:27:45 > 0:27:49the exact same people that you were trying to avoid in the first place.
0:27:50 > 0:27:54Tradespeople like bathroom fitters are not a regulated industry,
0:27:54 > 0:27:57but the government has set standards.
0:27:57 > 0:28:00Although these aren't enforced, there are organisations out there
0:28:00 > 0:28:02who list companies who have adopted them.
0:28:02 > 0:28:07What we do is signpost people to where they can find good guys, the good traders out there.
0:28:07 > 0:28:09We're all plagued so much
0:28:09 > 0:28:12with stories about cowboy builders and rogue traders.
0:28:12 > 0:28:13TrustMark is the scheme that
0:28:13 > 0:28:16points you in the direction of the good guys.
0:28:16 > 0:28:20Companies that have been checked by these standards should be more reliable.
0:28:20 > 0:28:23That tradesman will have been inspected
0:28:23 > 0:28:27by someone who knows the trade, so we have plumbers who inspect plumbers,
0:28:27 > 0:28:29electricians who inspect electricians,
0:28:29 > 0:28:32and they will be able to tell
0:28:32 > 0:28:37whether that tradesman is actually capable of doing a competent job.
0:28:37 > 0:28:42This is some protection for anyone wanting to hire an independent tradesperson.
0:28:42 > 0:28:45But what about the fitters working for big companies?
0:28:45 > 0:28:48I can see why going to a well-known name
0:28:48 > 0:28:51brings a certain amount of reassurance but actually,
0:28:51 > 0:28:56what we find is the vast majority of tradesmen registered
0:28:56 > 0:29:01are quite small local firms and not the big, big brands
0:29:01 > 0:29:04and they're not necessarily the big firms that advertise on telly.
0:29:04 > 0:29:07So, being a big brand name doesn't necessarily mean
0:29:07 > 0:29:11they are using contractors who abide by government guidelines.
0:29:11 > 0:29:16B&Q have recently said, we want to make sure that all our contractors
0:29:16 > 0:29:21are now operating to a recognised set of government-endorsed standards.
0:29:22 > 0:29:25But at the time John's bathrooms were installed,
0:29:25 > 0:29:28he might have had a better experience with an independent tradesperson
0:29:28 > 0:29:32that was covered by the guidelines, but that's no help to him now.
0:29:32 > 0:29:37Funnily enough though, B&Q stands by the Furniture Ombudsman's decision
0:29:37 > 0:29:42that John pay a reduced price of £4,000 for his bathrooms.
0:29:42 > 0:29:44But they do want to talk about this very issue,
0:29:44 > 0:29:47so I called them while out on the road.
0:29:47 > 0:29:50'We want to get in there and resolve it as quickly as possible.'
0:29:50 > 0:29:54On the surface, this sounds like progress.
0:29:54 > 0:29:57They're keen to look into getting John's bathroom issues resolved.
0:29:57 > 0:29:59But remember, John has been down this road before
0:29:59 > 0:30:03and I want to make sure B&Q have learned from their mistakes.
0:30:03 > 0:30:05A couple of issues we want to clarify is
0:30:05 > 0:30:08the contractors used at that time. How do you vet these people?
0:30:08 > 0:30:12Obviously, the standard of the work from these guys was way below
0:30:12 > 0:30:15- what it should have been. - 'We don't work with them any more.'
0:30:15 > 0:30:17So those guys weren't good enough?
0:30:17 > 0:30:22'Now, at B&Q, the majority of their contractors are, um, in-house now.'
0:30:22 > 0:30:24When you do have to use contactors,
0:30:24 > 0:30:27how can you be sure of the standard of their work?
0:30:27 > 0:30:31'Yeah. They have to go through an intense auditing programme,
0:30:31 > 0:30:37'but obviously, because this case goes back to, I think 2005-2006,
0:30:37 > 0:30:43'we are dealing with historical, um, you know, work, really.'
0:30:43 > 0:30:45OK, so I think we agree here, it's fair to say the contractors
0:30:45 > 0:30:48that were used at that time didn't do the job properly,
0:30:48 > 0:30:51they're no longer working for B&Q and, mostly speaking,
0:30:51 > 0:30:53you don't use contractors unless you really have to
0:30:53 > 0:30:56- and they're carefully vetted. - 'Yeah, that's right.'
0:30:56 > 0:30:58'Judging by the job they did on John's bathrooms,
0:30:58 > 0:31:02'I'm glad to hear it, but I'm still not happy with their belief
0:31:02 > 0:31:06'that John can pay a reduced price and they walk away.'
0:31:06 > 0:31:09This has been going on so long now, it's embarrassing.
0:31:09 > 0:31:13He's been very, very patient. Far more patient than I would've been.
0:31:13 > 0:31:17Why don't you guys put it right and wipe the bill totally?
0:31:17 > 0:31:20'We do want to put it right, but I'm not going to agree that
0:31:20 > 0:31:23'in this conversation right now, because I don't actually
0:31:23 > 0:31:26- 'have the authority to do that.' - No, it's OK.
0:31:26 > 0:31:30'I knew it was a long shot, but I'll leave it with her to mull over.'
0:31:30 > 0:31:31Take care, bye-bye.
0:31:31 > 0:31:34Now, what happened there is a very important point.
0:31:34 > 0:31:36I've now got to speak to the main person
0:31:36 > 0:31:40and I can tell she's very efficient and wants to get this sorted out,
0:31:40 > 0:31:42but at a certain point in any conversation,
0:31:42 > 0:31:46you have to tell people what you want, because otherwise, you're beating round the bush.
0:31:46 > 0:31:49Now, I've given them all my facts, I've got everything over to them.
0:31:49 > 0:31:52Now I've hit the nail on the head and said, "This is what I want.
0:31:52 > 0:31:55"Ideally, no bill, sort it out, end of problem."
0:31:55 > 0:31:59How they play it now is really down to that lady in B&Q.
0:31:59 > 0:32:03I'm going to keep my fingers crossed they choose the right option.
0:32:03 > 0:32:07'B&Q do come up with a final offer,
0:32:07 > 0:32:09'but how will it go down with John and Judy?'
0:32:09 > 0:32:11B&Q, in this case, got it wrong
0:32:11 > 0:32:14and they've basically put their hands up and admitted that,
0:32:14 > 0:32:15but...money.
0:32:22 > 0:32:26So many of you get in touch giving me the lowdown on your consumer nightmares
0:32:26 > 0:32:29that my little team of helpers here are worked to the bone.
0:32:29 > 0:32:31Mind you, so they should be.
0:32:31 > 0:32:35My inbox is overflowing and the phone hardly ever stops ringing.
0:32:35 > 0:32:37But sadly, I can't meet every one of you face to face,
0:32:37 > 0:32:41so follow my guide and, hopefully, you won't get done.
0:32:41 > 0:32:43Right, crack on, guys. Come on!
0:32:48 > 0:32:52Today, we're talking about the minefield that is pensions.
0:32:52 > 0:32:56Meet 64-year-old Mick Wren. He's learned the hard way
0:32:56 > 0:32:59that pensions aren't always something you can rely on.
0:32:59 > 0:33:02Probably about a lottery win is about the only way
0:33:02 > 0:33:04I'm going to be able to retire at 65.
0:33:04 > 0:33:07As a hard-working family man with a pension,
0:33:07 > 0:33:11Mick has come to the age when he'd like to slow down and retire.
0:33:11 > 0:33:14..where I'd like to spend more time at home with my wife
0:33:14 > 0:33:17and do things that need doing.
0:33:17 > 0:33:23I've got a lot of, um, interests around the home.
0:33:23 > 0:33:28I looked at, um, what my options were for retiring
0:33:28 > 0:33:32and, um, that's when I looked into my pension.
0:33:33 > 0:33:37Mick is like any one of the 6.4 million people in the UK
0:33:37 > 0:33:41that have private pensions and, without careful attention,
0:33:41 > 0:33:43any one of them could go the same way.
0:33:43 > 0:33:46Let's see where it went wrong for Mick.
0:33:46 > 0:33:49Well, he started out by doing all the right things,
0:33:49 > 0:33:53by first paying into a pension when he was in his 20s.
0:33:53 > 0:33:57Yeah, I was in the army for three years and, um, after that,
0:33:57 > 0:34:03I worked for Pan American Airways at Heathrow for, er, 11 years
0:34:03 > 0:34:05and took out the company pension,
0:34:05 > 0:34:09which I'd paid into for the full time I was there, the 11 years.
0:34:09 > 0:34:11Mick got off to a flying start
0:34:11 > 0:34:14as, the earlier in life you start your pension, the better.
0:34:14 > 0:34:17In Mick's case, he chose to take a pension
0:34:17 > 0:34:20with the company he worked for, which is a good place to start,
0:34:20 > 0:34:22as many employers offer incentive schemes,
0:34:22 > 0:34:26whereby the more you pay in, the more they'll pay in on your behalf.
0:34:26 > 0:34:30Company pension contributions are usually based on your salary,
0:34:30 > 0:34:34so, as your wages go up, so do the payments to your pension.
0:34:34 > 0:34:37But like many people, Mick didn't stay in the same job
0:34:37 > 0:34:40for his entire career. So, when he left, he had decide
0:34:40 > 0:34:43whether to keep his pension where it was
0:34:43 > 0:34:46or to move it to a different pension provider.
0:34:46 > 0:34:50I didn't do much about it for two years, um...but after that time,
0:34:50 > 0:34:53I thought, "I've got to really do something for the future."
0:34:53 > 0:34:57I was 39 and, um, I need to reinvest it
0:34:57 > 0:35:01or find something substantial to look forward to the future.
0:35:01 > 0:35:03If, like Mick, you're changing jobs
0:35:03 > 0:35:05and have to decide whether to move your pension,
0:35:05 > 0:35:09the first thing you should seek is professional independent advice,
0:35:09 > 0:35:12but don't just take the first deal that comes along.
0:35:12 > 0:35:15Instead, compare a variety of different options
0:35:15 > 0:35:17to find out what best suits your needs.
0:35:17 > 0:35:20Mick stumbled across a pension he thought would give him
0:35:20 > 0:35:22a healthy return come retirement.
0:35:22 > 0:35:26Er, this opportunity came along with this company.
0:35:26 > 0:35:29They gave a good forecast of what I was likely to get,
0:35:29 > 0:35:34so I'd walk away with a lump sum of 20,000 and have an annual pension
0:35:34 > 0:35:38of at least 20,000, but there were higher forecast of up to 30,000.
0:35:38 > 0:35:43Mick took the forecasts at face value and this was a big mistake.
0:35:43 > 0:35:47Forecasts are exactly as described, just that.
0:35:47 > 0:35:51And like the weather, pension forecasts can be completely wrong.
0:35:51 > 0:35:54Be wary as companies offering pensions will often try
0:35:54 > 0:35:58to lure you in with the prospect of potentially large returns
0:35:58 > 0:36:01which are not always guaranteed.
0:36:01 > 0:36:03And keep a close eye on how your pension is doing.
0:36:03 > 0:36:06And if you're not happy with the way it's going, take action.
0:36:07 > 0:36:10I expected that was going to be more than enough
0:36:10 > 0:36:12for me to be able to retire when I'm 65.
0:36:12 > 0:36:16So I was quite happy with it and thought the future's secure,
0:36:16 > 0:36:19so I just forgot about it in effect.
0:36:19 > 0:36:23Forgot about it? That's the one thing not to do with pensions.
0:36:23 > 0:36:25What you need to be asking is,
0:36:25 > 0:36:27"What is the guaranteed income from that pension?"
0:36:27 > 0:36:31And this is usually considerably lower than the forecast,
0:36:31 > 0:36:32as Mick discovered.
0:36:32 > 0:36:36So I, um, wrote a letter off asking for a forecast
0:36:36 > 0:36:38of what they thought I might get.
0:36:38 > 0:36:41And, um, a figure came back and I thought, "This doesn't
0:36:41 > 0:36:44"look very much at all to what I considered I was going to get."
0:36:44 > 0:36:49The guaranteed income with any pension is exactly what it says on the tin - it's guaranteed.
0:36:49 > 0:36:53Decide whether that's enough for you before you take out the deal.
0:36:53 > 0:36:56And if you do decide to go for a pension which has high forecasts,
0:36:56 > 0:37:00be aware that the guaranteed income is often much lower.
0:37:00 > 0:37:03Forecasts are our often based on the stock market investments,
0:37:03 > 0:37:06which can go down as well as up. For Mick,
0:37:06 > 0:37:08sadly, the retirement he'd pinned his hopes on
0:37:08 > 0:37:10has had to be put on the backburner.
0:37:10 > 0:37:12I've been looking forward to retirement.
0:37:12 > 0:37:16It doesn't look like it's going to be an option at this moment,
0:37:16 > 0:37:18unless my luck changes quite a lot.
0:37:18 > 0:37:21Mick learnt the hard way, so if you have a pension you're ignoring,
0:37:21 > 0:37:26or thinking of starting one, follow my tips and you won't get done.
0:37:31 > 0:37:33Five years after John Stenstrom
0:37:33 > 0:37:36bought three defective bathrooms from B&Q,
0:37:36 > 0:37:38he's received showers of excuses
0:37:38 > 0:37:41and is still no closer to bath-time bliss.
0:37:41 > 0:37:46I would like to have serviceable bathrooms that look nice,
0:37:46 > 0:37:49that are going to endure the test of time that a bathroom should do.
0:37:49 > 0:37:51I'd just like some nice bathrooms.
0:37:51 > 0:37:55Both B&Q and the Furniture Ombudsman produced reports that condemned
0:37:55 > 0:37:59the work of the contractors hired to fit the bathrooms,
0:37:59 > 0:38:04so I've been putting pressure on B&Q to come up with a solution and, in the last few weeks,
0:38:04 > 0:38:07they've had their new in-house fitters take a look at rectifying their faults.
0:38:07 > 0:38:11I went all out and told them I not only wanted them
0:38:11 > 0:38:14to sort out the issues, but as compensation
0:38:14 > 0:38:18for having to wait five years, to give them the bathrooms for free.
0:38:18 > 0:38:23'It's time I called B&Q to find out whether they're willing to meet my demands.'
0:38:23 > 0:38:26I'm trying to put this to bed. Let's see what I can do.
0:38:26 > 0:38:31Can you just give me sort of an idea now of what you're doing and sort of where we stand?
0:38:31 > 0:38:37'Um, so we were proposing that we completely refit the three bathrooms.
0:38:37 > 0:38:40'We will do whatever it takes to bring them up
0:38:40 > 0:38:45'to the comparable standard that Mr Stenstrom had envisaged.'
0:38:47 > 0:38:50'It's looking good so far, but remember, I've told B&Q,
0:38:50 > 0:38:52'in light of the five years it's taken them
0:38:52 > 0:38:56'to sort the bathrooms once and for all, I want them to do it for free.'
0:38:56 > 0:39:00There was an amount which the Furniture Ombudsman mentioned as
0:39:00 > 0:39:05a sort of maximum that he should end up paying, which was a £4,000 fee.
0:39:05 > 0:39:09I know when I last spoke to you, I suggested wiping that totally,
0:39:09 > 0:39:13so that he was given basically what you're doing as a goodwill gesture
0:39:13 > 0:39:17and really would put B&Q in a very favourable position to say,
0:39:17 > 0:39:21"This is what we'll do, holding our hands up and we want customers to be happy."
0:39:23 > 0:39:27'There's an offer on the table, but will the family be happy with it?'
0:39:27 > 0:39:29'OK, bye.' SHE HANGS UP
0:39:31 > 0:39:34- John! Dom!- Hello, Dom! - How are you, you all right?- Come in.
0:39:34 > 0:39:36- Have you got the kettle on?- It's on. - Good, good, good!
0:39:38 > 0:39:41Well, let's get down to the meat on the bones now
0:39:41 > 0:39:44and let you know how I got on with B&Q.
0:39:44 > 0:39:47And I've got to say, once I started dealing with the right people,
0:39:47 > 0:39:49they were very, very good, very professional.
0:39:49 > 0:39:51And I'm pleased to say that,
0:39:51 > 0:39:54because they're are big company and everybody gets it wrong
0:39:54 > 0:39:56and B&Q, in this case, have got it wrong.
0:39:56 > 0:39:59And they basically put their hands up and admitted that.
0:39:59 > 0:40:03Now, of course, we need to sort out what they're going to do about it.
0:40:03 > 0:40:06Now, I know, John, you said to me you'd be happy to get this
0:40:06 > 0:40:10sorted out and everything else and pay the maximum,
0:40:10 > 0:40:14which is what the Furniture Ombudsman has said, which is £4,000.
0:40:14 > 0:40:18- You'd be happy with that.- Yeah. - What would you be happy with, Judy?
0:40:18 > 0:40:24I'm not happy about paying any money until I've got a serviceable bathroom.
0:40:24 > 0:40:27I think you're 100% right. So can I ask you this question?
0:40:27 > 0:40:30If B&Q were going to sort out those en-suites and bathrooms
0:40:30 > 0:40:33to your standard and your liking, would you be happy to pay the money?
0:40:33 > 0:40:36- I'd be delighted. - John?- Absolutely.- Yeah.
0:40:36 > 0:40:40OK, this is the situation as we stand now.
0:40:40 > 0:40:44As soon as I'm finished here today, B&Q want to hear from you guys.
0:40:44 > 0:40:49- Right.- They want to get a team of fitters round here tomorrow,
0:40:49 > 0:40:53- as early as that if you can have it. - Yeah.- If you can accommodate that.
0:40:53 > 0:40:57They want you guys to go in to see them, choose new bathroom suites,
0:40:57 > 0:41:01new en-suites, whatever is needed to replace those bathrooms.
0:41:01 > 0:41:03- All new tiles, whatever...- Yeah.- OK?
0:41:03 > 0:41:06And they will come round and send their team of fitters -
0:41:06 > 0:41:09and, trust me, they will not send round any apprentices -
0:41:09 > 0:41:12and they will put your en-suites and bathrooms
0:41:12 > 0:41:15back to the condition they should've been 5½ years ago,
0:41:15 > 0:41:19- A1, brand spanking new. - SHE SIGHS
0:41:19 > 0:41:22- But...- Right?- ..money.
0:41:25 > 0:41:27No money! Free of charge!
0:41:27 > 0:41:30- Stop it! - SHE LAUGHS
0:41:33 > 0:41:35Thank you so much!
0:41:36 > 0:41:38Wait till I tell the kids.
0:41:38 > 0:41:42- You happy?- Speechless. Speechless.
0:41:42 > 0:41:45- He's crying. Thank you. - Right, let's give credit to B&Q.
0:41:45 > 0:41:47They've put their hands up, taken it on the chin,
0:41:47 > 0:41:50sorting out the problems, I think that's very decent.
0:41:50 > 0:41:55- Yeah, it is, yeah. Thank you.- It's taken a while, but we got there.
0:41:55 > 0:41:56- Job done?- Yeah.- Absolutely.
0:41:56 > 0:41:59- Thank you very much, Dom. - You happy?- Very, I'm ecstatic.
0:41:59 > 0:42:03'It's great news and, since we filmed this, the new bathrooms have been fitted
0:42:03 > 0:42:07'and John and Judy are thrilled with the results. B&Q say...'
0:42:24 > 0:42:27B&Q have certainly cleaned up their act and are now not only
0:42:27 > 0:42:31using fitters conforming to government-approved standards,
0:42:31 > 0:42:36but last year, they even won an award for their customer service training.
0:42:37 > 0:42:39You know what they say about good things comes to those who wait?
0:42:39 > 0:42:42Well, it certainly has done for John and Judy.
0:42:42 > 0:42:45It might've taken 5½ years, but at least all their bathroom
0:42:45 > 0:42:48and en-suite problems are soon to be a thing of the past.
0:43:00 > 0:43:04Subtitles by Red Bee Media Ltd