0:00:00 > 0:00:03I've been fighting your consumer battles for years, now.
0:00:03 > 0:00:07But the same old problems just keep flooding in.
0:00:08 > 0:00:09And it's all the usual suspects.
0:00:09 > 0:00:13Poor customer service, faulty goods and hidden small print.
0:00:13 > 0:00:17No wonder some of you are fed up with the way you're being treated.
0:00:17 > 0:00:20What I hate about bank customer service is them not answering my question
0:00:20 > 0:00:22and it's never their fault.
0:00:22 > 0:00:26What really grinds my gears is when I place an order and the company gets it wrong.
0:00:27 > 0:00:29I couldn't agree more.
0:00:29 > 0:00:33Things need to change, and we're on a mission to get companies to treat us better.
0:00:33 > 0:00:38I'll be taking on your cases and fighting your fight with the big companies.
0:00:38 > 0:00:40I'm not playing ball. I'm boxing.
0:00:40 > 0:00:44And I'll be showing you how to shop smart and stay one step ahead.
0:00:44 > 0:00:47So you don't get into debt but you're still completely protected.
0:00:47 > 0:00:48Amazing. Love it!
0:00:48 > 0:00:52- So remember, don't get done... - Get Dom!
0:00:55 > 0:00:58Coming up on today's show:
0:00:58 > 0:01:02the couple whose dream conservatory turned into a damp squib.
0:01:03 > 0:01:07- We don't use it. We don't sit out there. We don't eat out there.- No.
0:01:07 > 0:01:09Because of the damp.
0:01:09 > 0:01:12Our guide on how to avoid chip and pin fraud.
0:01:12 > 0:01:17Listen and learn from one girl's ordeal that stopped her dreams of education in its tracks.
0:01:19 > 0:01:21The whole student finances went into the accounts
0:01:21 > 0:01:25and I couldn't do nothing about it.
0:01:25 > 0:01:28And I was still minus £200.
0:01:29 > 0:01:31And roving reporter Rani Price
0:01:31 > 0:01:35will be hitting the streets to find out if you know your consumer rights
0:01:35 > 0:01:37when it comes to door-step selling.
0:01:37 > 0:01:40- How does one know?- That's what I'm here to tell you!
0:01:40 > 0:01:43I'm here to tell you these things so you know!
0:01:50 > 0:01:54A conservatory is a great addition to any home
0:01:54 > 0:01:56cos it gives you extra space
0:01:56 > 0:01:58and will add value to your property.
0:01:58 > 0:02:00But they don't come cheap.
0:02:00 > 0:02:02Which means if you do end up buying one,
0:02:02 > 0:02:05you want to make sure it's built correctly and it's going to last.
0:02:10 > 0:02:14And this is exactly what Melvin and Jan Bond were thinking they'd bought
0:02:14 > 0:02:20when in 2008, they forked out nearly £16,000 to Anglian Home Improvements
0:02:20 > 0:02:24to have the conservatory of their dreams built onto their bungalow in West Sussex.
0:02:24 > 0:02:28We went with Anglia cos we had the patio doors by them
0:02:28 > 0:02:30and they made a lovely job of it at the time.
0:02:30 > 0:02:33And also a kitchen window as well.
0:02:33 > 0:02:38- Had no problems with them. - We had no problems. No problem with that at all.
0:02:38 > 0:02:41And that's four and a half years old.
0:02:41 > 0:02:45We bought it in 2008. It is a small bungalow
0:02:45 > 0:02:49and it gave us one, an outside space, somewhere to sit.
0:02:49 > 0:02:51We used it slightly as a utility room.
0:02:51 > 0:02:57Sounds idyllic. When the construction was finished, Melvin and Jan were over the moon.
0:02:57 > 0:02:59Wow, this is lovely!
0:02:59 > 0:03:02That was my feeling. Wow.
0:03:02 > 0:03:05And then, three months later,
0:03:05 > 0:03:07it all started going downhill.
0:03:09 > 0:03:13Instead of being the light, airy, practical addition they thought they were paying for,
0:03:13 > 0:03:17the brand-new conservatory started to deteriorate rapidly.
0:03:17 > 0:03:21We noticed there was mould growing on the walls.
0:03:21 > 0:03:24The whole brickwork, and the floor, the concrete floor,
0:03:24 > 0:03:26was actually soaking wet.
0:03:27 > 0:03:31We contacted Anglian. They came and had a quick look.
0:03:31 > 0:03:34They said it's condensation. You need more ventilation.
0:03:35 > 0:03:40I called again and said the mould is getting worse.
0:03:40 > 0:03:43Eventually they came out and said it could be the flooring.
0:03:43 > 0:03:45We'll have someone come and have a look.
0:03:45 > 0:03:49That's when they took the flooring up and said we've got to let it dry for three or four months.
0:03:51 > 0:03:54Once the floor was up, the couple were in for a shock.
0:03:54 > 0:03:56The concrete base was sodden,
0:03:56 > 0:04:00and by the time it had dried out, a year had gone by.
0:04:01 > 0:04:04Despite this, Anglian insisted the mould and damp
0:04:04 > 0:04:08were caused by condensation arising from the way the Bonds used the conservatory,
0:04:08 > 0:04:11namely having their washing machine and tumble drier in there.
0:04:13 > 0:04:16Now, to be fair, Anglian did carry out some repairs,
0:04:16 > 0:04:18like sealing the lead flashing
0:04:18 > 0:04:20and sealing correctly under the French doors,
0:04:20 > 0:04:24but nothing they've done has stopped the dampness and mould.
0:04:24 > 0:04:29Any one time, just, "It's condensation. It's your problem."
0:04:29 > 0:04:31And this is a bitter blow for the couple.
0:04:31 > 0:04:35They thought they'd be protected by the 10-year guarantee offered by Anglian.
0:04:35 > 0:04:38It covers all parts and labour
0:04:38 > 0:04:40and look closely at the t's and c's of the guarantee,
0:04:40 > 0:04:44and damage caused by condensation isn't covered.
0:04:45 > 0:04:49At their wits' end, the Bonds paid out for an independent surveyor
0:04:49 > 0:04:51to get a second opinion.
0:04:51 > 0:04:54And he said, "Two people in this house cannot produce
0:04:54 > 0:04:58"this amount of water in a conservatory."
0:04:58 > 0:05:02We've been arguing with them ever since they said condensation.
0:05:02 > 0:05:07We said, "It's not condensation. There's something else wrong with this building."
0:05:07 > 0:05:10That's what we've had for the four years.
0:05:10 > 0:05:11Ouch!
0:05:11 > 0:05:14The dream conservatory has become a bit of a white elephant.
0:05:14 > 0:05:15We don't use it.
0:05:15 > 0:05:18We don't sit out there. We don't eat out there.
0:05:18 > 0:05:20Because of the damp.
0:05:21 > 0:05:25We're worried because if that mould out there becomes a fungi,
0:05:25 > 0:05:29you could end up with any sort of complaints.
0:05:29 > 0:05:36Basically, all it is at the moment is a very, very, very expensive utility room.
0:05:39 > 0:05:41I'm up and down the country like a yo-yo,
0:05:41 > 0:05:43and today I'm in Crawley.
0:05:43 > 0:05:46If I got paid by the mile, I'd be a very rich man.
0:05:46 > 0:05:48But I'm here to meet Mel and Jan.
0:05:53 > 0:05:57- Hiya, Jan. Hi, Mel. How you doing? All right?- Come on in.
0:05:57 > 0:06:00Jan and Melvin are in stalemate with Anglian.
0:06:00 > 0:06:04It seems from the start, they suspected the mould was because of bad workmanship,
0:06:04 > 0:06:07rather than themselves.
0:06:07 > 0:06:12We contacted them about the mould that was growing, and the dampness,
0:06:12 > 0:06:15and they came and had a look and thought it was just condensation.
0:06:15 > 0:06:19This carried on and we kept saying we're sure there's a problem underneath.
0:06:19 > 0:06:23One guy came in and said, "There's something wrong with the membrane."
0:06:23 > 0:06:25We let it all dry out for several months
0:06:25 > 0:06:29and then he come and chipped some of the plaster off and they tanked it.
0:06:29 > 0:06:32You shouldn't need to be tanked in here. That means there's a damp problem
0:06:32 > 0:06:34and they're trying to keep it out.
0:06:34 > 0:06:38'Tanking is what you can do to try and keep the damp out.
0:06:38 > 0:06:41'It can be a thick tarry paint you apply to the walls
0:06:41 > 0:06:45or an impermeable plastic membrane that stops moisture coming in.
0:06:45 > 0:06:48You then plaster over the top, and in an ideal world,
0:06:48 > 0:06:49no more damp.
0:06:49 > 0:06:52Unfortunately, Anglian's remedy didn't work.
0:06:54 > 0:06:57They'd suggested buying a humidifier to cope with the condensation
0:06:57 > 0:07:01and I said that's collecting a pint an hour.
0:07:01 > 0:07:05- It's dripping...- A pint an hour?! - Yes!- A pint an hour!
0:07:05 > 0:07:06I can't even drink that much in a pub!
0:07:07 > 0:07:12They may be laughing now, but the hangover from what the couple think is Anglian's bad workmanship
0:07:12 > 0:07:15has gone on and on.
0:07:15 > 0:07:19They came back. They found it had not been sealed on the top there.
0:07:19 > 0:07:23They hadn't finished the lead flashing off.
0:07:23 > 0:07:26- OK. Obviously there's a lot of things not right with the conservatory.- Yeah.
0:07:26 > 0:07:28- They say it's up to standard. - Up to standard.
0:07:28 > 0:07:31They've put everything right and it's all down to condensation.
0:07:31 > 0:07:34They sent me an email which was their last letter.
0:07:34 > 0:07:37"Sorry, we can't do any more. It's up to standard.
0:07:37 > 0:07:41"It's what you're using the conservatory for."
0:07:42 > 0:07:44'Over the past four years,
0:07:44 > 0:07:48'the couple have chased Anglian to sort out the damp problems once and for all.
0:07:48 > 0:07:51'But Anglian maintains the condensation and mould
0:07:51 > 0:07:53'is not down to them.
0:07:53 > 0:07:57'This has left Jan and Melvin stressed out, to say the least.'
0:07:57 > 0:07:59- It's made us ill.- Sleepless nights. - Yes.
0:07:59 > 0:08:04It's the anxiety of not knowing which way they're going to go.
0:08:04 > 0:08:06We've been blamed so many times.
0:08:06 > 0:08:11It's an anxious moment every time they come and visit. "Is it our fault?
0:08:11 > 0:08:15"Have we missed something? Or is it their fault?" We know deep down it's their fault."
0:08:16 > 0:08:19'But Anglian say the fault is the Bonds'.
0:08:19 > 0:08:20'They cite, amongst other things,
0:08:20 > 0:08:24'the use of the washing machine and tumble dryer in the conservatory
0:08:24 > 0:08:27'as a contributing factor towards the condensation
0:08:27 > 0:08:30'that in turn causes the dreaded mould.'
0:08:31 > 0:08:33- What do you believe it is? - I know what it is.
0:08:33 > 0:08:36- We had a surveyor in. When our surveyor came...- Our surveyor came.
0:08:36 > 0:08:39- We didn't sleep very well the night before.- We were a wreck.
0:08:39 > 0:08:45- We were thinking, "What if he finds nothing?"- "What do we do?" - "He'll make us look idiots."
0:08:45 > 0:08:47And then he did three different readings.
0:08:47 > 0:08:51And each one, he's come out and said, "This shouldn't be like this.
0:08:51 > 0:08:57"He said you shouldn't have any damp readings like this in a brick wall with central heating in here."
0:08:57 > 0:08:59And you also sent the survey into Anglian?
0:08:59 > 0:09:02I sent a copy by email to Anglian.
0:09:02 > 0:09:05We sent it to everybody that we contacted in Anglian,
0:09:05 > 0:09:10- to every one of them...- Nothing's happened?- They've not rung us or sent an email. Nothing.
0:09:10 > 0:09:14- They've not responded to us at all. - Have you got any photos of the damp at its worst?
0:09:14 > 0:09:16I've got loads.
0:09:16 > 0:09:21Not only photographs but telephone calls, letters...
0:09:21 > 0:09:24You've been keeping a very good record of everything there.
0:09:24 > 0:09:27- It made it look worse.- I saw something there. What was that?
0:09:27 > 0:09:29This is the mould, yeah? This looks bad.
0:09:29 > 0:09:32Yes. These are recent pictures.
0:09:32 > 0:09:36There's water dripping all the way off this.
0:09:36 > 0:09:40But what we don't want is it to get back in the corner
0:09:40 > 0:09:43to what it was in the first place.
0:09:43 > 0:09:44This is what's happening again.
0:09:44 > 0:09:48You can see down here where all the wet is.
0:09:48 > 0:09:50That's the concrete again.
0:09:50 > 0:09:56'Understandably, Anglian's dealings on this issue have left Melvin and Jan suitably unimpressed.'
0:09:56 > 0:09:58What do you want at the end of this?
0:09:58 > 0:09:59To be able to use the conservatory.
0:09:59 > 0:10:02That's what we had it built for.
0:10:02 > 0:10:04So we can actually come and sit out here.
0:10:04 > 0:10:06In a nutshell, you want what you paid for.
0:10:06 > 0:10:07Yeah. I want what we paid for.
0:10:07 > 0:10:12I'm going to take all this with me. You take care. And you, Mel.
0:10:13 > 0:10:15Why do people buy conservatories?
0:10:15 > 0:10:18It's because one, they need an extra room,
0:10:18 > 0:10:24and two, they want a room they can use as a transition between being in the house and in the garden.
0:10:24 > 0:10:27Now, in Mel and Jan's case, they've got the opposite.
0:10:27 > 0:10:29They've got a room that's so damp, they can't use it.
0:10:29 > 0:10:31I'm going to see if I can put an end to that.
0:10:34 > 0:10:36But before I ever dive in at the deep end,
0:10:36 > 0:10:38I like to find out who I'm up against.
0:10:38 > 0:10:43Anglian Home Improvements has been selling windows since 1966.
0:10:43 > 0:10:45When it comes to conservatories,
0:10:45 > 0:10:49they claim they use the most up-to-date construction techniques
0:10:49 > 0:10:52to ensure you'll have a low maintenance extension
0:10:52 > 0:10:55that you and your family will enjoy all year round.
0:10:55 > 0:10:59Clearly the Bonds haven't been able to enjoy their conservatory
0:10:59 > 0:11:00for four years.
0:11:00 > 0:11:03Time to see what the company have to say for themselves.
0:11:04 > 0:11:09Anglian Windows. Let's see how they deal with Mr and Mrs Bond's problem.
0:11:12 > 0:11:14Reception answers and I ask to be put through
0:11:14 > 0:11:17to the department that's been dealing with the Bonds' complaints.
0:11:17 > 0:11:19People who've written to us have had dealings with you
0:11:19 > 0:11:24to you probably give me a bit of insight into what's going on.
0:11:24 > 0:11:27'I explain the reason for my call and get passed on to the right department.'
0:11:27 > 0:11:32If I can tell you about what I'm doing, and put you in the picture.
0:11:32 > 0:11:34'Again I explain why I'm calling.
0:11:34 > 0:11:39'The lady that I'm talking to asks that we don't use her voice for broadcast. Fair enough.'
0:11:39 > 0:11:41Jan and Melvin Bond.
0:11:41 > 0:11:46They had a conservatory built in 2008, September.
0:11:46 > 0:11:49'I talk to her about Anglian's treatment of the Bonds.'
0:11:49 > 0:11:54Sort of said as it's basically condensation, that's not covered.
0:11:54 > 0:11:58'I tell her how the Bonds have attempted to sort the problem out
0:11:58 > 0:12:02'and their independent surveyor's report with the details.
0:12:02 > 0:12:06'She asks for a copy of the report and I ask for their policy on condensation
0:12:06 > 0:12:07'and the damage it can cause.'
0:12:07 > 0:12:09Bye-bye.
0:12:10 > 0:12:16Now, it's always advisable to start any call very politely
0:12:16 > 0:12:18and it all depends how the people are with you at the other end.
0:12:18 > 0:12:20But no point in going in guns blazing.
0:12:20 > 0:12:24So I phoned them up, said we've got a problem. Can you sort it out. These are the details.
0:12:24 > 0:12:27Can you send me copies of your t's and c's and your condensation report.
0:12:27 > 0:12:31What happens after then really now all depends on Anglian.
0:12:31 > 0:12:34So, it could go either way.
0:12:36 > 0:12:38Fingers crossed time.
0:12:39 > 0:12:41'It seems I managed some movement from Anglian.
0:12:41 > 0:12:44'But is it enough for Mel and Jan?'
0:12:44 > 0:12:48I think Anglian are still going to try and find some problem
0:12:48 > 0:12:51in the building to say, "It's not our fault."
0:12:55 > 0:12:58I'm Rani Price, and there's nothing I like better
0:12:58 > 0:13:00than helping you, the buying public,
0:13:00 > 0:13:02through the minefield of regulations
0:13:02 > 0:13:04to make sure you stay savvy shoppers.
0:13:08 > 0:13:11'Now, consumer law can be very confusing.
0:13:16 > 0:13:19'But knowing just a few of these laws can save you not only money
0:13:19 > 0:13:21'but a lot of hassle as well.'
0:13:23 > 0:13:25Do you know what this is?
0:13:25 > 0:13:26Two for a tenner?
0:13:26 > 0:13:30'Today, I'm out on the streets armed with questions to put to you, the buying public,
0:13:30 > 0:13:33'to find out if you know your consumer rights
0:13:33 > 0:13:35'from your consumer wrongs.'
0:13:35 > 0:13:39Do you know what, there are salesmen who like to do things the old-fashioned way,
0:13:39 > 0:13:42by knocking on your door to sell their wares.
0:13:42 > 0:13:45But there are different rights than if you buy from a shop.
0:13:45 > 0:13:47So you'd better know your stuff.
0:13:47 > 0:13:50Excuse me, madam, would you like to chat to us? One minute, two minutes?
0:13:50 > 0:13:55Do you want to come back down? She's going to come down and talk to us.
0:13:55 > 0:13:58Here she comes, here she comes, here she comes.
0:13:58 > 0:14:01- So, doorstep selling. - Doorstep selling.
0:14:01 > 0:14:04- Know what it is?- Not very much.
0:14:04 > 0:14:07- Ever had anybody come knocking? - Very rarely.
0:14:07 > 0:14:10- Last evening.- Right. - Doorstep selling.
0:14:10 > 0:14:16- OK. What was that?- A young man who said, "For charity, I'm selling things."
0:14:16 > 0:14:18Didn't show me the things.
0:14:18 > 0:14:20I said, "Thank you very much, but I'm cooking dinner."
0:14:20 > 0:14:24First, I want to know if these guys know their rights
0:14:24 > 0:14:28when it comes to being sold products or services at their front door.
0:14:28 > 0:14:32Let's say, for example, someone wants to offer you cover.
0:14:32 > 0:14:33You need home insurance.
0:14:33 > 0:14:35You call a company, a good company,
0:14:35 > 0:14:39- the kind of company your father would approve of.- Right.
0:14:39 > 0:14:44They come to the house. They chat for hours and you decide to sign.
0:14:44 > 0:14:48Two days later, your dad phones you and goes, "That's not right.
0:14:48 > 0:14:50- "You should phone and cancel them." - Right.
0:14:50 > 0:14:53Can you cancel the policy?
0:14:54 > 0:14:57- It depends, doesn't it?- On what?
0:14:57 > 0:14:59I don't know.
0:14:59 > 0:15:02- I have no idea.- You've signed a contract with them.
0:15:02 > 0:15:04- Hmm.- You didn't feel forced into it.
0:15:04 > 0:15:06I'd try to get them on the phone.
0:15:06 > 0:15:10'Seems like these guys are a little confused.
0:15:10 > 0:15:13'Cue expert Rob Vale from Trading Standards.'
0:15:14 > 0:15:17Doorstep selling regulations give you a right to a refund
0:15:17 > 0:15:20provided you cancel within seven days.
0:15:20 > 0:15:22This is known as a cooling off period.
0:15:22 > 0:15:24When you enter into a doorstep contract,
0:15:24 > 0:15:28you must be given written details of your right to cancel
0:15:28 > 0:15:31and that will tell you how to cancel, normally in writing
0:15:31 > 0:15:33and within seven days.
0:15:33 > 0:15:37'All good advice, but what if we're talking about a product
0:15:37 > 0:15:40'that someone is potentially already making for you?'
0:15:40 > 0:15:44You've signed up to get your windows done, but only afterwards you realise
0:15:44 > 0:15:46maybe you could get a better deal
0:15:46 > 0:15:50or you could go with a different company that would be in keeping with a conservation area.
0:15:50 > 0:15:53But you've already signed up. Can you still cancel it?
0:15:53 > 0:15:55- I've got an answer to that.- Go on.
0:15:55 > 0:15:59"Sorry, this is a conservation area. We're not allowed double glazing."
0:15:59 > 0:16:01If they say to you, "We've started making them.
0:16:01 > 0:16:05"Soon as we left your house we were there in the factory."
0:16:05 > 0:16:07I suppose I would pay for them.
0:16:07 > 0:16:10If you haven't been given a written notice of your cancellation rights
0:16:10 > 0:16:13that tells you you've got the seven-day cooling off period,
0:16:13 > 0:16:15not only is this against the law,
0:16:15 > 0:16:18it also negates the contract.
0:16:18 > 0:16:21So if they have started work, you're not obliged to pay anything
0:16:21 > 0:16:25because they failed to follow the rules as far as giving you that information.
0:16:25 > 0:16:28'So, just remember that seven-day cooling off period
0:16:28 > 0:16:31'and the paperwork you should expect.
0:16:31 > 0:16:34'But what about subscriptions and signing on the dotted line
0:16:34 > 0:16:37'for a year's worth of bedtime reading?'
0:16:37 > 0:16:41- Do you have any hobbies? - Riding. I'm off riding now.
0:16:41 > 0:16:44Very nice. "Well, we have this great offer, a riding magazine
0:16:44 > 0:16:49"£30 to you, for the year. Interested?" "Yes, I am", you say.
0:16:49 > 0:16:54Sign up. And then actually think, "You know what? I don't want that.
0:16:54 > 0:17:00- "It's not really for me." Can you cancel it?- Yes, I would think I probably could cancel it.
0:17:00 > 0:17:02I don't know because I wouldn't put myself in that position.
0:17:02 > 0:17:05Everything should be possible to cancel.
0:17:05 > 0:17:11Doorstep selling regulations only cover contracts for £35 and over.
0:17:11 > 0:17:14- What's the difference? - Because it's under £35.
0:17:16 > 0:17:18How... How does one know?
0:17:18 > 0:17:21That's the thing. That's what I'm here to tell you!
0:17:21 > 0:17:23I'm here to tell you these things so you know.
0:17:23 > 0:17:28- So anything under £35...- You don't get your cooling-off period.
0:17:28 > 0:17:31- But over, you do.- You do, yes.
0:17:31 > 0:17:33More people should know that.
0:17:34 > 0:17:38So next time you buy something from a doorstep sale,
0:17:38 > 0:17:40don't get yourself all hot and bothered.
0:17:40 > 0:17:42Remember your cooling off period.
0:17:42 > 0:17:45Well, unless it's under £35, that is.
0:17:50 > 0:17:57I'm helping Melvin and Jan who've had a raft-load of problems with their near-16-grand conservatory
0:17:57 > 0:17:59built by Anglian Home Improvements.
0:17:59 > 0:18:04So this conservatory is not fulfilling any of your needs at all?
0:18:04 > 0:18:07We just use it to do the washing now. We don't sit out there at all.
0:18:07 > 0:18:09Seriously?
0:18:09 > 0:18:12'Their conservatory is awash with damp and has mould sprouting all over the place.
0:18:12 > 0:18:15'Over a four-year period,
0:18:15 > 0:18:17'Anglian's repairs haven't stopped the rot
0:18:17 > 0:18:20'and the couple's dream conservatory is a nightmare.'
0:18:21 > 0:18:26You wake up with a start and you can feel all the tension and stress
0:18:26 > 0:18:31and it goes into your stomach and I end up shaking, laying in bed shaking.
0:18:31 > 0:18:35'The Bonds believed they'd be covered for the problems their conservatory is suffering from
0:18:35 > 0:18:37'by Anglian's ten-year guarantee.
0:18:37 > 0:18:41'Only they've been told that covers all parts and labour,
0:18:41 > 0:18:44'not damage caused by environmental factors.
0:18:44 > 0:18:46'Factors like condensation.
0:18:46 > 0:18:51'Condensation Anglian say the Bonds are causing by having their washing machine and tumble drier
0:18:51 > 0:18:53'in the same room.
0:18:53 > 0:18:57'I've already touched base with Anglian just to let them know I'm on the case.'
0:18:57 > 0:19:00If I can take an email address, I can get a lot of paperwork over to you as well.
0:19:00 > 0:19:06'Quite promisingly, I received an email containing the terms and conditions of their guarantee
0:19:06 > 0:19:09'and stating that the case is now with a marketing director
0:19:09 > 0:19:10'and that he'll be in touch.
0:19:10 > 0:19:15'The good news is, he's asking for a copy of the Bonds' independent report.
0:19:15 > 0:19:20'It's a good start. Before I send it over, I cast my eyes over its finer details.
0:19:20 > 0:19:25'In it, the Bonds' independent surveyor backs up everything they believe
0:19:25 > 0:19:30'that fundamentally the problems are not to do with their use of the conservatory
0:19:30 > 0:19:32'but how it's been built.'
0:19:32 > 0:19:35'Namely, a massive potential problem with its damp proof course.
0:19:35 > 0:19:41'His finishing advice is that the whole thing needs to be taken down and done again. Ouch!
0:19:41 > 0:19:45No wonder Anglian aren't that keen to discuss it with the Bonds.
0:19:45 > 0:19:50'They are sticking to the argument that Jan shouldn't be using her tumble drier in there.'
0:19:52 > 0:19:54That's got me thinking.
0:19:54 > 0:19:58Are there things that you should and shouldn't do in a conservatory?
0:19:58 > 0:20:00Now, keep it clean, please!
0:20:00 > 0:20:01Let's see what the experts say.
0:20:03 > 0:20:05And I know exactly the man to tell us.
0:20:05 > 0:20:07My name is Richard Christie.
0:20:07 > 0:20:11I'm the chief executive of the Double Glazing and Conservatory Ombudsman Scheme,
0:20:11 > 0:20:15a consumer protection organisation.
0:20:15 > 0:20:21We aim to fully protect any consumers who buy products from our members.
0:20:21 > 0:20:27We do hold a register of our accredited installation companies.
0:20:27 > 0:20:31Consequently, consumers can come to our website
0:20:31 > 0:20:34where they can look to find a member
0:20:34 > 0:20:38and we will put them in touch with installation companies
0:20:38 > 0:20:40that they can request calls from.
0:20:40 > 0:20:43Anglian aren't part of this ombudsman scheme,
0:20:43 > 0:20:47but as a market leader, they are part of the Glass and Glazing Federation
0:20:47 > 0:20:50who operate their own processes to protect consumers.
0:20:50 > 0:20:54Trust me, it's always best to look for a company that is accredited.
0:20:54 > 0:20:59The standards of entry that members of the scheme have to meet
0:20:59 > 0:21:02are very high.
0:21:02 > 0:21:07They must agree to abide by the scheme rules and the ombudsman's ruling
0:21:07 > 0:21:09should there be a dispute.
0:21:09 > 0:21:12It's always good to have an outside party involved.
0:21:12 > 0:21:16But what is Richard's take on what should or shouldn't be done in a conservatory?
0:21:16 > 0:21:22I've seen many cases where the consumer is complaining about condensation
0:21:22 > 0:21:24within their conservatory.
0:21:24 > 0:21:27When we've investigated the matter,
0:21:27 > 0:21:31there may have been a bed and someone's been sleeping in the conservatory.
0:21:31 > 0:21:34That puts a lot of moisture into the atmosphere.
0:21:34 > 0:21:37Conservatories are not considered habitable rooms.
0:21:37 > 0:21:42You definitely shouldn't be looking to use them as kitchens, bedrooms or bathrooms.
0:21:42 > 0:21:47You definitely should not be sleeping in conservatories.
0:21:47 > 0:21:51You should not be having gas stoves or tumble driers,
0:21:51 > 0:21:54anything that puts moisture into the atmosphere
0:21:54 > 0:21:56is definitely something you shouldn't be doing.
0:21:56 > 0:22:03This is exactly what Anglian cited as a cause for condensation in the Bonds' conservatory -
0:22:03 > 0:22:06both the washing machine and tumble drier being used in there.
0:22:06 > 0:22:10But their independent report suggests
0:22:10 > 0:22:12that's the least of the problems
0:22:12 > 0:22:15and that it has fundamental issues with the construction
0:22:15 > 0:22:17and damp proof course.
0:22:17 > 0:22:19But is theirs a common problem?
0:22:20 > 0:22:25When dealing with complaints where consumers feel they may have condensation
0:22:25 > 0:22:26or feel they may have damp,
0:22:26 > 0:22:30it's quite important to establish which one it is.
0:22:30 > 0:22:35Condensation is moisture appearing on a surface
0:22:35 > 0:22:41whereas damp is moisture that is actually within that substraint itself.
0:22:41 > 0:22:46Condensation can happen within conservatories.
0:22:46 > 0:22:49However, in my experience, the majority of cases
0:22:49 > 0:22:52are not to do with the conservatory itself.
0:22:52 > 0:22:56They are to do with the way the conservatory is being used.
0:22:58 > 0:23:01Maybe Anglian have got a point after all.
0:23:01 > 0:23:04This doesn't bode well for Melvin and Jan.
0:23:04 > 0:23:09It means it's more important than ever to get Anglian to look at that independent report
0:23:09 > 0:23:12that cites the damp proof course as a potential problem.
0:23:15 > 0:23:17And it seems they may have.
0:23:17 > 0:23:21I'm told they've organised a surveyor to visit the Bonds,
0:23:21 > 0:23:23which is fantastic news.
0:23:23 > 0:23:26But at this moment, the marketing director still maintains
0:23:26 > 0:23:28the conservatory's construction is fine.
0:23:28 > 0:23:30The family's use of it is not.
0:23:31 > 0:23:34They do say they want to sort this out,
0:23:34 > 0:23:37but I'm sure everything now hangs on this next report.
0:23:44 > 0:23:48One very anxious week later and the day of inspection has dawned.
0:23:48 > 0:23:51Melvin and Jan are on a knife's edge.
0:23:51 > 0:23:57Last night, we were pacing around. Neither of us could concentrate on anything.
0:23:57 > 0:24:00Couldn't concentrate on TV. Went to bed. Took ages to get to sleep.
0:24:00 > 0:24:02Then I woke up at three o'clock.
0:24:02 > 0:24:04Went to sleep, woke up at five o'clock.
0:24:04 > 0:24:08Eventually I got up, made myself a cup of tea
0:24:08 > 0:24:09and didn't go back to sleep again.
0:24:09 > 0:24:13We weren't allowed to film Anglian's surveyor at work
0:24:13 > 0:24:15but he did thorough tests.
0:24:15 > 0:24:18He said, "I'm going to go around with my monitors
0:24:18 > 0:24:23"and check the condensation level, the water ingress measurements,
0:24:23 > 0:24:27"and I'll do one side, then another and take some other readings."
0:24:27 > 0:24:30Jan was on hand to highlight the main problem areas to him
0:24:30 > 0:24:33and what their own surveyor had discovered.
0:24:33 > 0:24:38I only hope this surveyor sings from the same hymn sheet as the first.
0:24:38 > 0:24:40But after four years of arguments and stress,
0:24:40 > 0:24:43Jan is sadly less than hopeful for the outcome.
0:24:44 > 0:24:47Anglian have now got to see what they're going to do about it.
0:24:47 > 0:24:51I do feel very sick now inside
0:24:51 > 0:24:54because of what's happened, all the anxiety
0:24:54 > 0:24:56that's built up over the last four years.
0:24:56 > 0:25:01I feel relieved but I feel quite apprehensive and still feel sick about it all.
0:25:01 > 0:25:05Who knows, at the end of the day, where this is going to end.
0:25:05 > 0:25:08'Everything could now hinge on this report.
0:25:08 > 0:25:09'So, a few days later,
0:25:09 > 0:25:13'I put in a call to the marketing director handling our case.'
0:25:13 > 0:25:15Credit where credit is due.
0:25:15 > 0:25:18I contacted Anglian Windows last week.
0:25:18 > 0:25:20And told them about the problem.
0:25:20 > 0:25:22And since now and then,
0:25:22 > 0:25:25they've sent round an expert to have a look at this conservatory.
0:25:25 > 0:25:28So I'm about to ring and find out what's happened.
0:25:28 > 0:25:32I've got a funny feeling this guy might have found the root of the problem.
0:25:38 > 0:25:40Not a voice mail.
0:25:40 > 0:25:42Please don't go to voice mail.
0:25:45 > 0:25:47Voice mail!
0:25:48 > 0:25:51Dominic Littlewood. Unfortunately I've missed you. It's gone to voice mail.
0:25:51 > 0:25:54If you get a moment, could you give us a call back?
0:25:54 > 0:25:57Voice mails. I hate them, but to be honest,
0:25:57 > 0:26:00I spoke to that guy before and he's pretty good.
0:26:00 > 0:26:02So I reckon he'll call me back quite soon.
0:26:02 > 0:26:05Not even a coffee shop round here.
0:26:05 > 0:26:07So my caffeine needs will have to wait
0:26:07 > 0:26:09because I've got more pressing matters to deal with.
0:26:09 > 0:26:13Like just what guarantees and warranties are really worth.
0:26:13 > 0:26:16The Bond family thought their warranty would protect them,
0:26:16 > 0:26:18but it seems it's not as simple as that.
0:26:18 > 0:26:22So the question is, what should we expect from our warranties
0:26:22 > 0:26:26and can the law protect us if our warranties don't?
0:26:26 > 0:26:30The man to tell us that is Steve Playle from Trading Standards.
0:26:32 > 0:26:35Warranties and guarantees are things that traders give you
0:26:35 > 0:26:38to give you reassurance that if things go wrong,
0:26:38 > 0:26:41there'll be somebody there to pick up the pieces.
0:26:41 > 0:26:44Sometimes, guarantees and warranties are worth their weight in gold,
0:26:44 > 0:26:46sometimes they're worth absolutely nothing.
0:26:46 > 0:26:53Consumers need to be very wary about guarantees without understanding the terms and conditions.
0:26:53 > 0:26:56But what about your basic consumer rights?
0:26:56 > 0:26:59How do warranties and guarantees fit in there?
0:26:59 > 0:27:01Warranties and guarantees are rights over and above
0:27:01 > 0:27:04your normal statutory rights under the Sale of Goods Act.
0:27:04 > 0:27:06Sale of Goods Act lays out your basic rights,
0:27:06 > 0:27:11that warranties and guarantees are the Rolls-Royce treatment to give you extra protection.
0:27:12 > 0:27:14OK, so consumers still have their basic rights
0:27:14 > 0:27:18under the Sale of Goods Act. And here's where things get interesting.
0:27:18 > 0:27:24The Act states that goods must be "fit for purpose" and of "satisfactory quality".
0:27:24 > 0:27:27And I know the Bonds would argue their conservatory is neither.
0:27:27 > 0:27:32So, can Anglian keep referring back to the t's and c's of their guarantee?
0:27:32 > 0:27:36Standing firm that damage caused by condensation isn't covered?
0:27:38 > 0:27:42The terms of the Sale of Goods Act are king. Retailers can't override those rules.
0:27:42 > 0:27:44They can give you additional benefits, fine,
0:27:44 > 0:27:47but they can't chop and change some of the Sale of Goods Act rights
0:27:47 > 0:27:49for rights contained within a warranty.
0:27:49 > 0:27:51Sale of Goods Act first, warranty second.
0:27:51 > 0:27:56You may have cases where the warranty or guarantee doesn't cover your particular situation.
0:27:56 > 0:27:58But you still have your Sale of Goods Act rights.
0:27:58 > 0:28:02It all comes down to what's reasonable under the circumstances.
0:28:02 > 0:28:05So that's where you need to think about getting an expert opinion
0:28:05 > 0:28:08and an expert report to try and back up your claim
0:28:08 > 0:28:10that the goods weren't fit for their purpose.
0:28:10 > 0:28:14OK. The Bonds did this. But who should you choose
0:28:14 > 0:28:16and who's going to be left out of pocket?
0:28:16 > 0:28:18Surveyors don't come cheap.
0:28:18 > 0:28:21If you do need to get a report carried out on the product
0:28:21 > 0:28:23to prove your case,
0:28:23 > 0:28:25it's best to find someone who's an expert in that field
0:28:25 > 0:28:27and that will involve money.
0:28:27 > 0:28:28So you'll have to pay for that.
0:28:28 > 0:28:31If you've let the trader know you intend to go to the Small Claims Court
0:28:31 > 0:28:34and you intend to get a report carried out,
0:28:34 > 0:28:36you may be able to get the costs of that report back
0:28:36 > 0:28:38should you win your case.
0:28:38 > 0:28:39Fair enough, Steve.
0:28:39 > 0:28:43But with Anglian saying the conservatory is up to standard,
0:28:43 > 0:28:45are they by-passing both the Sale of Goods Act
0:28:45 > 0:28:49and the independent report that states the conservatory is not fit for purpose?
0:28:49 > 0:28:54And if so, what do consumers have to do in similar situations
0:28:54 > 0:28:57to the Bonds, apart from get me in, that is!
0:28:58 > 0:29:02If you get to a stalemate situation where you've done everything reasonable,
0:29:02 > 0:29:05the trader's refused to reject the goods and you've got an expert backing you up,
0:29:05 > 0:29:08the ultimate step to take is the Small Claims Court.
0:29:08 > 0:29:10Go there, fill out the claim forms,
0:29:10 > 0:29:15and the let the court hearing proceed and you'll get a hearing date in due course
0:29:15 > 0:29:17and the registrar will decide the case.
0:29:17 > 0:29:19Thanks, Steve. Good advice.
0:29:19 > 0:29:22Hopefully, it won't have to come to that in the Bonds' case.
0:29:23 > 0:29:28Fundamentally, they and their surveyor think the conservatory isn't fit for purpose.
0:29:28 > 0:29:31But will Anglian come round to their way of thinking?
0:29:31 > 0:29:35It's not condensation. It's a problem with the actual building itself.
0:29:40 > 0:29:42We get thousands of emails asking for our help.
0:29:42 > 0:29:45Unfortunately, we can't answer each one.
0:29:45 > 0:29:49But what we can do is warn you about some of the common consumer pitfalls
0:29:49 > 0:29:51so you don't get done.
0:29:55 > 0:29:58Today, we're talking about chip and pin fraud.
0:29:58 > 0:30:02This is when your credit or debit card is stolen or cloned
0:30:02 > 0:30:05in order to steal money from your account.
0:30:05 > 0:30:09Meet Benedicte Albert, who came to London from Norway
0:30:09 > 0:30:11to study music and drama.
0:30:11 > 0:30:14May 2011, she was the victim of a debit card crime
0:30:14 > 0:30:16that she has suffered from ever since.
0:30:17 > 0:30:22I was in a nightclub in Tottenham Court Road having a great time.
0:30:22 > 0:30:26By the end of the night, I realised my card was gone.
0:30:26 > 0:30:29My ID was still there, my passport,
0:30:29 > 0:30:31and my Oyster card was still there.
0:30:31 > 0:30:35It must have happened so quickly because all they got out was the purse.
0:30:35 > 0:30:37And she acted swiftly in response.
0:30:37 > 0:30:41My phone was dead so I borrowed my friend's phone
0:30:41 > 0:30:43and we quickly found the number on the internet
0:30:43 > 0:30:48and called up the bank and asked to cancel it.
0:30:48 > 0:30:54Even though I had only 8p so I didn't think it was that important.
0:30:54 > 0:30:57But I thought I'd have to cancel it to get a new one at least.
0:30:57 > 0:30:59Did Benedicte do the right thing?
0:30:59 > 0:31:02The UK cards association are an organisation
0:31:02 > 0:31:06who help develop industry standards to tackle card fraud.
0:31:06 > 0:31:09If you think there's any chance your card has been lost or stolen,
0:31:09 > 0:31:13the best thing to do is pick up the phone and give your bank a call.
0:31:13 > 0:31:16Typically, they'll then cancel the card
0:31:16 > 0:31:19to make sure there's no prospect of any fraud on it.
0:31:19 > 0:31:22So it seems she did everything she should have.
0:31:22 > 0:31:28I felt relieved. My mum has always told me, if your card ever gets stolen
0:31:28 > 0:31:31you have to cancel it straight away.
0:31:31 > 0:31:33So at least I'd done that.
0:31:33 > 0:31:36But as Benedicte's mum remembers well,
0:31:36 > 0:31:39things didn't quite pan out as smoothly as she hoped.
0:31:39 > 0:31:44I had access to Benedicte's bank account, online banking,
0:31:44 > 0:31:46because it was me that actually opened it.
0:31:46 > 0:31:48At the time.
0:31:48 > 0:31:51But I didn't have any PIN for the card.
0:31:51 > 0:31:53I had a look into her online banking
0:31:53 > 0:31:56and saw suddenly something was happening there.
0:31:56 > 0:32:01When I looked at my account, there was these cheques that I definitely hadn't put in
0:32:01 > 0:32:08and also money had been withdrawn from foreign exchange places
0:32:08 > 0:32:10and ATMs.
0:32:10 > 0:32:15Benedicte's account details on her card had been used to deposit cheques
0:32:15 > 0:32:17which later bounced.
0:32:17 > 0:32:21And it seemed her PIN had also been obtained because money was withdrawn from cashpoints.
0:32:21 > 0:32:24And the card had been used in shops.
0:32:24 > 0:32:28After a theft, and even if you haven't been the victim of a crime,
0:32:28 > 0:32:31constantly keeping a watchful eye on your account is key.
0:32:31 > 0:32:36If you see anything on your statements or your online banking details,
0:32:36 > 0:32:39that indicates there's been a transaction that you don't recognise,
0:32:39 > 0:32:41then give the bank a call immediately.
0:32:41 > 0:32:46So, as suggested by her mother, Benedicte called the bank again.
0:32:46 > 0:32:50But strangely, they didn't have a record of her first card cancellation.
0:32:50 > 0:32:52So she had to cancel again -
0:32:52 > 0:32:56in their eyes, after the strange transactions took place.
0:32:56 > 0:33:00The bank then starts to investigate how the fraud might have happened.
0:33:00 > 0:33:04They said when the money had been taken out, these people had used the passport
0:33:04 > 0:33:08which I was just confused about
0:33:08 > 0:33:10because I hadn't lost my passport.
0:33:10 > 0:33:13My passport was still in my bag at the end of the night.
0:33:13 > 0:33:16So I thought that was funny when the bank told me that.
0:33:16 > 0:33:19And that they must have known my PIN number
0:33:19 > 0:33:23but I hadn't told anyone my PIN number before.
0:33:24 > 0:33:27The night Benedicte's card was stolen,
0:33:27 > 0:33:29she only had eight pence in her bank account
0:33:29 > 0:33:32and no agreed overdraft facility.
0:33:32 > 0:33:39But despite this, £1,903 was withdrawn against bogus cheques that later bounced,
0:33:39 > 0:33:42meaning her account was now in the red.
0:33:42 > 0:33:46To top it off, Benedicte was waiting on a large student loan payment
0:33:46 > 0:33:48of £1,600 to come in.
0:33:48 > 0:33:53And when it did, it just went towards paying off the unagreed overdraft.
0:33:56 > 0:33:59The whole student finances went into the account
0:33:59 > 0:34:02and I couldn't do nothing about it.
0:34:02 > 0:34:05And I was still minus £200.
0:34:07 > 0:34:11When Benedicte didn't get that student finance,
0:34:11 > 0:34:13loan and grant for that term,
0:34:13 > 0:34:15it was devastating for us.
0:34:15 > 0:34:21It's also ended up that she couldn't take a year more of the education.
0:34:21 > 0:34:24The current outcome of the situation
0:34:24 > 0:34:30is basically the bank telling me I'm in the wrong. I'm a criminal.
0:34:30 > 0:34:32And they still want me to pay back this money.
0:34:32 > 0:34:37The bank are claiming Benedicte must have made her PIN available to the fraudster
0:34:37 > 0:34:39and at the moment won't pay out.
0:34:39 > 0:34:43So how could she have better protected herself from all this turmoil?
0:34:43 > 0:34:46We generally find that when cards are compromised,
0:34:46 > 0:34:49the way the fraudsters sometimes sadly get the PINs as well,
0:34:49 > 0:34:53is through surfing the shoulder of a customer at the ATM.
0:34:53 > 0:34:57It's so important to cover up the key pad when typing your PIN in.
0:34:57 > 0:34:59The really key thing when it comes to protecting your PIN
0:34:59 > 0:35:02is never to reveal it to anyone,
0:35:02 > 0:35:06whether that's somebody that you know, or even the police or your bank.
0:35:06 > 0:35:08Because they'll never contact you to ask for your PIN.
0:35:08 > 0:35:11It'll always be a fraudster claiming to be somebody they're not.
0:35:11 > 0:35:15Statistics, however, may be on Benedicte's side.
0:35:15 > 0:35:19In 98% of cases, we know that there's a full refund given.
0:35:19 > 0:35:22So it's a very overwhelming majority where in the first instance,
0:35:22 > 0:35:24consumers get that money back.
0:35:24 > 0:35:27In the very small minority of cases where that doesn't happen,
0:35:27 > 0:35:30there's an independent route of appeal through the financial ombudsman
0:35:30 > 0:35:34where the case can be re-opened and the bank's decision overturned if appropriate.
0:35:34 > 0:35:38Benedicte has indeed sent her case to the ombudsman
0:35:38 > 0:35:40and is waiting for a final decision.
0:35:40 > 0:35:42But it seems her case is unusual.
0:35:42 > 0:35:45Hopefully, things will work out for her soon.
0:35:45 > 0:35:49But if you follow my steps in protecting yourself from chip and pin fraud,
0:35:49 > 0:35:51hopefully, you won't get done.
0:35:58 > 0:36:02'I'm on the case of Melvin and Jan Bond's mouldy conservatory,
0:36:02 > 0:36:06built for just shy of 16 grand by Anglian Home Improvements.
0:36:06 > 0:36:09They've had a four-year battle with the company
0:36:09 > 0:36:12to get them to recognise the damp problems in the new extension
0:36:12 > 0:36:14are not down to how they use the room
0:36:14 > 0:36:16but how the room was built.
0:36:16 > 0:36:19There is a problem, and it's none of our doing.
0:36:19 > 0:36:23But after four years, you just feel like you're going to fall apart.
0:36:24 > 0:36:26'So far, the Bonds have had an independent report
0:36:26 > 0:36:29'stating the issues could lie with the damp proof course
0:36:29 > 0:36:33'and not the fact they've used a tumble drier in the room.
0:36:33 > 0:36:37'But thankfully, Anglian have responded by sending out their own surveyor.'
0:36:37 > 0:36:39Where we go from now, I don't know.
0:36:39 > 0:36:41We'll just wait and see.
0:36:41 > 0:36:45'Well, somebody has got back to me from the company, asking me to call them.
0:36:45 > 0:36:49'This time, it's their Head of Marketing and Communications.'
0:36:50 > 0:36:51Right.
0:36:52 > 0:36:54I'm hoping...
0:36:55 > 0:36:57..this will be the start of the end of the problem.
0:36:58 > 0:37:00Soon find out.
0:37:02 > 0:37:03Melanie, good afternoon.
0:37:03 > 0:37:07'Melanie confirms they have the latest surveyor's report
0:37:07 > 0:37:11'and the issues he raises are pretty similar to the first independent one
0:37:11 > 0:37:12'commissioned by the Bonds.'
0:37:12 > 0:37:15Yes, he went round and had a look, didn't he? Yes.
0:37:15 > 0:37:19'Anglian's surveyor recommends that the company examine the walls,
0:37:19 > 0:37:22'create overall better ventilation,
0:37:22 > 0:37:25'highlights that some vents weren't working correctly
0:37:25 > 0:37:30'and that the damp proof course has potentially been laid incorrectly.'
0:37:30 > 0:37:33What exactly are you going to do?
0:37:33 > 0:37:35'In my layman's interpretation,
0:37:35 > 0:37:39'that could explain the damp and mould problems pretty well.
0:37:39 > 0:37:43'It's great news that they are finally admitting there's a problem here.'
0:37:43 > 0:37:46I need to ask you a question here, Melanie.
0:37:46 > 0:37:49Why's it taken four and a half years to get to this stage?
0:37:49 > 0:37:54'Melanie tells me it's a great pity it's taken this long to sort out the Bonds' issue.
0:37:54 > 0:37:56'It should have been dealt with better locally
0:37:56 > 0:37:59'and should have come up the chain of command sooner.
0:37:59 > 0:38:03'Better yet, I'm told they've launched an internal investigation
0:38:03 > 0:38:05'because of the time this has dragged on
0:38:05 > 0:38:10'and the fact the problems with the conservatory are more than they've been admitting for over four years.
0:38:10 > 0:38:12'What a positive result!'
0:38:12 > 0:38:15I'm glad to hear you're going to conduct an internal investigation.
0:38:15 > 0:38:20If this puts an end to it, brilliant. Lovely talking to you, Melanie. Bye.
0:38:21 > 0:38:23I felt that call
0:38:23 > 0:38:28possibly - not possibly, definitely - couldn't have gone better.
0:38:28 > 0:38:31'Because finally, the truth is out.
0:38:31 > 0:38:32'The condensation and damp problem
0:38:32 > 0:38:36'is bigger than just Jan using a tumble drier in her conservatory.
0:38:36 > 0:38:40'The terms and conditions of the guarantee are now irrelevant.
0:38:40 > 0:38:42'As we heard earlier from Trading Standards,
0:38:42 > 0:38:46'the Sale of Goods Act trumps Anglian's t's and c's
0:38:46 > 0:38:47'because finally they are acknowledging
0:38:47 > 0:38:50'the conservatory wasn't built correctly in the first place.
0:38:50 > 0:38:52'Time to break some news.'
0:38:55 > 0:38:58Hi, Jan. How you doing, lovey? All right, Mel?
0:38:58 > 0:39:00Hope the kettle's on, cos I've got some news for you.
0:39:00 > 0:39:03- Good!- Oh, come in.- Come on in. - Thanks very much.
0:39:03 > 0:39:05No chance of a muffin, I suppose, is there?
0:39:07 > 0:39:10- Jan and Mel, good to see you again. - Nice to see you.
0:39:10 > 0:39:12How do you think I got on?
0:39:12 > 0:39:16- Don't know. Don't know. We've got nowhere in four years.- Yeah.
0:39:16 > 0:39:20All we got was blamed and blamed and blamed.
0:39:20 > 0:39:21Let me tell you how I got on, then.
0:39:21 > 0:39:25I started to work my way up the top of the ladder
0:39:25 > 0:39:26and speak to some very important people.
0:39:26 > 0:39:31Now it's been brought to the attention of the important people, who should have taken care of you,
0:39:31 > 0:39:33things have started to happen.
0:39:33 > 0:39:36- They employed an independent expert. - Yes.- That's right.
0:39:36 > 0:39:39- What was your opinion of him? - We were very apprehensive.
0:39:39 > 0:39:45But when he started finding the faults, I don't know, it just lifted our spirits.
0:39:45 > 0:39:49- It gave you hope. I've read his survey back to front.- Yes.
0:39:49 > 0:39:54As have Anglian. His report basically says it's not your lifestyle.
0:39:54 > 0:39:58- There was problems at the start, with installation.- Yep.
0:39:58 > 0:40:00Of course, subsequently, you've suffered as a result of that.
0:40:00 > 0:40:03Anglian have given me a statement. Let me read that out to you.
0:40:03 > 0:40:09It says here, "We wholeheartedly apologise to Mr and Mrs Bond..."
0:40:09 > 0:40:11- Good start.- Yeah.
0:40:11 > 0:40:15"..as they have clearly not experienced Anglian's high standard of service
0:40:15 > 0:40:18"with the installation of their conservatory." Bingo. We all agree with that.
0:40:18 > 0:40:23'But most crucially for Jan and Melvin, Anglian also say...'
0:40:37 > 0:40:41On top of that, I've asked them to pay for an independent surveyor
0:40:41 > 0:40:45to keep an eye on the work, monitor it, and report afterwards to you and to them.
0:40:45 > 0:40:49So you should not have any more problems.
0:40:49 > 0:40:50- Right.- Good.
0:40:50 > 0:40:54They're in the past, almost. How do you feel?
0:40:54 > 0:40:56Phew!
0:40:56 > 0:40:58A lot happier than I was earlier on.
0:40:58 > 0:41:02- Look at how far we've leaped forward.- Oh, yes!- Yeah, yeah.
0:41:02 > 0:41:06Have confidence. There's nowhere else for them to go now.
0:41:06 > 0:41:07They've got to do the job properly.
0:41:07 > 0:41:12I said to them, "What about the four years' inconvenience they've had?"
0:41:12 > 0:41:16They'd like to send you away on a week's holiday, full-board,
0:41:16 > 0:41:19so you can enjoy a week in Cornwall, with the dog,
0:41:19 > 0:41:21hand the keys over, come back, end of.
0:41:21 > 0:41:24And do you know what? You're starting to smile!
0:41:24 > 0:41:25You're starting to smile!
0:41:27 > 0:41:29Or they did give you an alternative.
0:41:29 > 0:41:32If you don't want that, they'll send you to London for a weekend,
0:41:32 > 0:41:35fully paid for, go to a theatre show or see a sporting event.
0:41:35 > 0:41:38They'll pay for it. It's their way of saying sorry.
0:41:38 > 0:41:39- Right.- Right.
0:41:39 > 0:41:44- I can see little tears in both your eyes!- I don't get emotional very easily, I can tell you.
0:41:44 > 0:41:47Are you going for the week in Cornwall or the weekend in London?
0:41:47 > 0:41:49- Cornwall, me.- Yeah. - Where are you going?
0:41:49 > 0:41:53- Well, I'll have a weekend in London and you...- I'll let you work that out yourselves!
0:41:53 > 0:41:56- You've been together long enough. - Yeah.- Right. See me out.
0:41:56 > 0:41:58I think I've done everything I needed to.
0:41:58 > 0:42:00Come on, then!
0:42:00 > 0:42:02I can't lift you up!
0:42:02 > 0:42:04Don't lift me up. You'll strain your back! Right.
0:42:05 > 0:42:08Since filming, the couple have swapped their holiday
0:42:08 > 0:42:10for a brand-new front door and three windows from Anglian!
0:42:10 > 0:42:14Of course, all free of charge. Anglian added...
0:42:22 > 0:42:26Four years coming, it'll be nice just to relax
0:42:26 > 0:42:31and not have to worry about the mould and cleaning all the mould off the windows.
0:42:31 > 0:42:33The grandchildren can come in here and play.
0:42:33 > 0:42:37There's plenty of room, while the adults are having their cup of tea.
0:42:37 > 0:42:41I think it's going to be a whole new world for us.
0:42:44 > 0:42:47Isn't it nice when a big company like Anglian
0:42:47 > 0:42:49put their hands up and say, "Do you know what?
0:42:49 > 0:42:52"We got this one wrong. We'll take it on the chin and put things right.
0:42:52 > 0:42:56"And to make up for all the inconvenience they've had in there,
0:42:56 > 0:43:00"we're going to send this couple away for a nice week's holiday at our expense."
0:43:00 > 0:43:02Good on you, Anglian.
0:43:23 > 0:43:26Subtitles by Red Bee Media Ltd