0:00:02 > 0:00:04I've been fighting your consumer battles for years now,
0:00:04 > 0:00:07but the same old problems just keep flooding in.
0:00:07 > 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 > 0:00:20They think they can afford to lose customers. It doesn't matter,
0:00:20 > 0:00:23another one will walk in a minute after.
0:00:23 > 0:00:27- I think the customer's forgotten. - I couldn't agree more. Things need to change,
0:00:27 > 0:00:30and we're on a mission to get companies to treat us better.
0:00:30 > 0:00:35I'll be taking on your cases and getting big results from big companies.
0:00:35 > 0:00:39He's going to be very sensible and I think he'll say, "Hands up. Have your money back."
0:00:39 > 0:00:43And I'll be showing you how to shop smart and stay one step ahead.
0:00:43 > 0:00:45She's a really good shopper!
0:00:45 > 0:00:48- So remember, Don't Get Done... - Get Dom!
0:00:51 > 0:00:53Coming up on today's show,
0:00:53 > 0:00:58how the simplest garage service took away one woman's freedom...
0:00:58 > 0:01:00I do have a heart problem.
0:01:00 > 0:01:04I am absolutely devastated because I can't get about any more.
0:01:04 > 0:01:06£16,000 is missing.
0:01:06 > 0:01:10How one man turned detective to solve a bank job case
0:01:10 > 0:01:13where his life savings were on the line...
0:01:13 > 0:01:15NatWest were saying, "It's nothing to do with us
0:01:15 > 0:01:20"because we haven't received the money from Northern Rock." I thought, "What about me?"
0:01:20 > 0:01:23And roving-reporter Rani Price will be hitting the streets
0:01:23 > 0:01:28to find out if you're clued up when it comes to consumer rights.
0:01:32 > 0:01:34Cars are great fun.
0:01:34 > 0:01:38They give you a freedom to go where you want, whenever you want.
0:01:38 > 0:01:41But for some people, they're a little bit more than that.
0:01:41 > 0:01:44They are an essential way to get from A to B,
0:01:44 > 0:01:47and when they go wrong they can leave you high and dry,
0:01:47 > 0:01:49and it's not a nice place to be.
0:01:50 > 0:01:54That's exactly what happened to Angie Kelly from Cheshire.
0:01:54 > 0:01:56Her car had been grounded with engine failure
0:01:56 > 0:02:01ever since she took it in for what she thought would be a routine service.
0:02:01 > 0:02:06An on-going dispute with a garage means she's been off the road ever since.
0:02:06 > 0:02:08I am absolutely fuming with them.
0:02:08 > 0:02:13Her 13-year-old Vauxhall Corsa was due for its routine oil and filter change
0:02:13 > 0:02:16so she took it to this branch of National Tyres,
0:02:16 > 0:02:18a UK-wide chain of garages.
0:02:18 > 0:02:21I decided to go to National Tyres.
0:02:21 > 0:02:24I've had good people say, you know, "Go there."
0:02:24 > 0:02:26I'd taken it for the oil and filter change.
0:02:26 > 0:02:30I waited around for them to do it. I drove away and drove around.
0:02:30 > 0:02:34But just after three weeks of having had the oil and filter change,
0:02:34 > 0:02:37Angie spotted something underneath her car.
0:02:37 > 0:02:40She got on the phone to National Tyres.
0:02:40 > 0:02:44I noticed there was drops of oil where I parked my car.
0:02:44 > 0:02:47I phoned National Tyres and said, "Can I bring the car in?"
0:02:47 > 0:02:50He said, "Yes, certainly. You can bring it in."
0:02:50 > 0:02:53So Angie headed off to the National Tyres garage
0:02:53 > 0:02:56where she'd had the oil change done only weeks earlier.
0:02:56 > 0:02:58But she didn't get far.
0:02:58 > 0:03:01I was on my way to them, I noticed the oil light come on
0:03:01 > 0:03:03and the car just cut out.
0:03:03 > 0:03:06Angie found herself on a busy road with no power.
0:03:06 > 0:03:09The car had broken down.
0:03:09 > 0:03:13I had another car behind me, which nearly hit me.
0:03:13 > 0:03:16The guy got out and said, "Is everything OK?"
0:03:16 > 0:03:18I said, "No, it won't start"
0:03:18 > 0:03:20so he pushed me to the side of the road.
0:03:20 > 0:03:25The only way to get the car to National Tyres now was to have it towed there.
0:03:25 > 0:03:29But the breakdown truck driver had some very worrying news for Angie.
0:03:29 > 0:03:32He said, "There's oil leaking from your car
0:03:32 > 0:03:34"and I can see where it's coming from.
0:03:34 > 0:03:37"It looks like there's no sump plug in."
0:03:37 > 0:03:39I said to him, "What's a sump plug?"
0:03:39 > 0:03:43It's the plug that stops all the oil from draining away,
0:03:43 > 0:03:46and this is what happens when you take it out.
0:03:46 > 0:03:47The drops of oil on the drive
0:03:47 > 0:03:52suggest Angie's may have been loose and leaking after the oil change
0:03:52 > 0:03:55and finally dropped out when she was driving.
0:03:55 > 0:03:57Angie was towed back to National Tyres.
0:03:57 > 0:04:02She says they confirmed there was no sump plug on the car and all the oil had gone.
0:04:02 > 0:04:08After an examination, they also realised that the engine was seriously damaged.
0:04:09 > 0:04:13He said, "Don't worry about it. We will sort the car out for you."
0:04:13 > 0:04:15He said, "We will foot the bill.
0:04:15 > 0:04:18"If it needs a new engine, we will sort it for you."
0:04:18 > 0:04:21I was nearly in tears at that point.
0:04:21 > 0:04:25I said to him, "I need my car, you know?
0:04:25 > 0:04:27"I've got no other way of travelling,
0:04:27 > 0:04:29"only on public transport."
0:04:29 > 0:04:32He said, "We'll hire you a car, then."
0:04:33 > 0:04:35According to Angie, staff seemed to accept
0:04:35 > 0:04:38that a mistake with the oil change had caused the problem.
0:04:38 > 0:04:41She left the car with them so they could investigate and repair it.
0:04:41 > 0:04:44But three weeks later, the car was still with National Tyres
0:04:44 > 0:04:48so Angie rang them to find out if they'd finally fixed it.
0:04:48 > 0:04:51The garage appeared to have done a u-turn.
0:04:51 > 0:04:54They now told Angie that they had decided her engine had failed
0:04:54 > 0:04:57and it was nothing to do with them.
0:04:57 > 0:05:00Her only options were to either buy a new engine or buy a whole new car.
0:05:00 > 0:05:05Any way you look at it, she'd be forced to spend money she just didn't have.
0:05:05 > 0:05:07And as they decided it wasn't their fault,
0:05:07 > 0:05:11they wanted the hire car back, which left her stranded.
0:05:11 > 0:05:14I am absolutely fuming with them at the moment.
0:05:14 > 0:05:18You know, I'm basically stuck without my car.
0:05:18 > 0:05:22And it's not that Angie is too lazy to walk.
0:05:22 > 0:05:26She has a heart condition that prevents her from taking long periods of exercise.
0:05:26 > 0:05:28Being without her car is a huge blow to her.
0:05:28 > 0:05:32I think it's time I stepped in before the situation seizes up.
0:05:32 > 0:05:36I've come to meet Angie who, because of a problem with her car and National Tyres,
0:05:36 > 0:05:38has now been without it for three months.
0:05:38 > 0:05:43Just how did she get here today? Yep, public transport.
0:05:45 > 0:05:49- You must be Angie.- Hiya. - How are you?- All right, thank you.
0:05:49 > 0:05:53- Angie, you've got a big problem, haven't you?- I have, Dom.
0:05:53 > 0:05:56Was this the first time you'd ever noticed an oil leak on the car?
0:05:56 > 0:06:00The car's never had an oil leak until National Tyres did the oil change.
0:06:00 > 0:06:04- How old's the car? - Erm, it's quite an old car,
0:06:04 > 0:06:07but it is highly maintained, regardless of time and cost.
0:06:07 > 0:06:10- I bet you didn't have a clue what was wrong.- No idea.
0:06:10 > 0:06:13Let me give you a brief explanation, with my limited knowledge.
0:06:13 > 0:06:18If you drive a car and the engine runs out, leaks, whatever,
0:06:18 > 0:06:22an engine will seize but it's normally terminal.
0:06:22 > 0:06:24If you drive an engine with no oil in it,
0:06:24 > 0:06:26it's the worst thing you can do.
0:06:27 > 0:06:30Knowing how bad the likely damage would be,
0:06:30 > 0:06:32I want to know what National Tyres did
0:06:32 > 0:06:36when Angie and the recovery driver arrived with the car.
0:06:36 > 0:06:39We met up with the guy,
0:06:39 > 0:06:41the same guy that did my oil and filter change,
0:06:41 > 0:06:47and, basically, he said straight to the recovery man,
0:06:47 > 0:06:49"Is there any oil in the engine?"
0:06:49 > 0:06:52to which the recovery man said,
0:06:52 > 0:06:55"No. There's no oil in it. It's dry."
0:06:55 > 0:06:59"There's no sump plug in there and the car won't start."
0:06:59 > 0:07:02The National Tyres guy said,
0:07:02 > 0:07:05"Look, don't worry about it.
0:07:05 > 0:07:08"There's obviously some engine damage to your car.
0:07:08 > 0:07:11"If you let me get your car on the ramp,
0:07:11 > 0:07:15"we'll put a new plug in it and we'll put some engine oil in it
0:07:15 > 0:07:19"and we'll try and start it over to see the extent of the damage."
0:07:19 > 0:07:22Angie tells us staff put oil and a plug in
0:07:22 > 0:07:26so that it was safe to start the car and see how bad the problem was.
0:07:26 > 0:07:31It looked like bad news. Engine damage - probably serious.
0:07:31 > 0:07:34Angie believed the problem stemmed from the missing oil plug,
0:07:34 > 0:07:38but staff at National Tyres assured her they would put the car right.
0:07:38 > 0:07:40Angie waited and waited
0:07:40 > 0:07:43and after three weeks, she called the garage.
0:07:43 > 0:07:47They came back with a very nasty surprise for her.
0:07:47 > 0:07:49He said, "When our insurers visited your car,
0:07:49 > 0:07:52"your car did have oil in it and the sump plug was in it."
0:07:52 > 0:07:55I said, "They put that in as soon as I took my car
0:07:55 > 0:07:58"so they could see the extent of the damage.
0:07:58 > 0:08:03"It's three weeks down the line now and you haven't even notified me."
0:08:03 > 0:08:06Let me just get this right. You had the oil filter changed,
0:08:06 > 0:08:09the sump plug's fallen out, engine's got damaged,
0:08:09 > 0:08:12took it back and National Tyres put a new plug in,
0:08:12 > 0:08:14put some oil in it to check what the damage is,
0:08:14 > 0:08:17then their person, their engineer, whoever,
0:08:17 > 0:08:20looked at your car and said because there's oil and a plug,
0:08:20 > 0:08:24- it's not their problem, it's yours? - That's correct.- That's unbelievable!
0:08:24 > 0:08:28I am devastated because I can't get about any more.
0:08:28 > 0:08:30I do have a heart problem
0:08:30 > 0:08:35so, really, walking about and that is very limited.
0:08:36 > 0:08:41Angie spoke to National Tyres' head office and they maintained it's not their fault.
0:08:41 > 0:08:43They said the engine's timing chain had broken
0:08:43 > 0:08:46and that was what had caused the car to break down.
0:08:46 > 0:08:50In desperation, Angie searched for expert help.
0:08:50 > 0:08:53I did go to the Citizens Advice Bureau.
0:08:53 > 0:08:57- What did they say? - They sent them a letter, you know,
0:08:57 > 0:09:00basically saying, "You've done the oil and filter change
0:09:00 > 0:09:04"and, to us, it looks like you've caused the problem to the car
0:09:04 > 0:09:06"and it needs to be sorted out.
0:09:06 > 0:09:11"Either replace the engine or pay out."
0:09:13 > 0:09:15The Citizens Advice Bureau managed to get
0:09:15 > 0:09:19an offer of a goodwill gesture from National Tyres of £600,
0:09:19 > 0:09:23but Angie didn't believe that was enough to buy her a reliable car,
0:09:23 > 0:09:26and I entirely agree.
0:09:26 > 0:09:31Before I speak to National Tyres, I want to find out the minimum we'd need to replace her car,
0:09:31 > 0:09:34and I know just who to ask.
0:09:34 > 0:09:36Angie, I know people in the motor trade.
0:09:36 > 0:09:38Let's give someone a call.
0:09:38 > 0:09:42I'm just going to ask him to give me an idea of what that car's worth.
0:09:42 > 0:09:44"Hello?"
0:09:44 > 0:09:48- Hi, mate. It's Dominic. How are you? - "Not bad, Dom, thanks."
0:09:48 > 0:09:53- Could you give me a professional opinion of how much a car's worth? - "Yes. Shoot."
0:09:53 > 0:09:58It's a five-door Corsa in silver, 1.2,
0:09:58 > 0:10:01T for Tango, 1999.
0:10:01 > 0:10:04- "Yes."- 70,000 miles.
0:10:04 > 0:10:06- Good condition?- Very good. - Very good condition.
0:10:06 > 0:10:08"OK, erm,
0:10:08 > 0:10:11- "it'd sell for about £1,000."- OK.
0:10:11 > 0:10:16So Angie's little run-around would cost about a grand to replace,
0:10:16 > 0:10:19and she's had extra transport bills from being without it.
0:10:19 > 0:10:23Let's see how much money we can get you and then start again.
0:10:23 > 0:10:26If you get the right amount of money, you can get a much newer car,
0:10:26 > 0:10:30hopefully something a lot better and something to get you around.
0:10:30 > 0:10:33What do you think of that as my suggestion?
0:10:33 > 0:10:37I do need a car. I am desperate without my car.
0:10:37 > 0:10:40Angie may be desperate but I'm not. I'm determined.
0:10:40 > 0:10:43Determined to get her sorted out, that is.
0:10:43 > 0:10:48Looking through all her paperwork, I can see she's spent hundreds on travel and other expenses.
0:10:48 > 0:10:51She's been diligent and kept all her receipts,
0:10:51 > 0:10:54which is exactly what you should do if you're in dispute with a firm.
0:10:54 > 0:10:58- Right, lovely. Cheerio. Bye-bye. - Bye-bye.
0:11:00 > 0:11:06Bit of an awkward one, this. That car's worth more to Angie sentimentally than financially.
0:11:06 > 0:11:11I've got to get onto National Tyres. Angie's been fighting and hasn't got the result she wants.
0:11:11 > 0:11:16The burden of pressure is on me to put a smile back on her face.
0:11:17 > 0:11:21But before I start, it always pays to find out who I'm dealing with.
0:11:21 > 0:11:25National Tyres is the largest independent fast-fit specialist in the UK,
0:11:25 > 0:11:27with 200 branches nationwide
0:11:27 > 0:11:33and an annual turnover of £180 million.
0:11:33 > 0:11:38They say they will "go the extra mile" to keep you as a National customer.
0:11:38 > 0:11:41Let's find out just how true that is.
0:11:41 > 0:11:44It's time to get hold of somebody at National Tyres.
0:11:44 > 0:11:48Angie's been speaking with a man called David Reynolds
0:11:48 > 0:11:50and that's what I'm about to do.
0:11:50 > 0:11:52He doesn't want his voice to be heard, though.
0:11:52 > 0:11:54Good afternoon. Is that David Reynolds?
0:11:54 > 0:11:58Hi, David. It's Dominic Littlewood calling from the BBC.
0:11:58 > 0:12:01'I want him to confirm for me what's actually wrong with her car.
0:12:01 > 0:12:03'Is it definitely a write-off?'
0:12:03 > 0:12:09Obviously, the problem with this was the sump plug falling out and the oil draining from the car.
0:12:09 > 0:12:12Is there any dispute about that? Are you saying that's not the issue?
0:12:12 > 0:12:15'Our man says he can't make any comment on that leaking oil
0:12:15 > 0:12:18'so let's see what I can find out about the £600 they offered,
0:12:18 > 0:12:20'especially as I now know
0:12:20 > 0:12:24'Angie's car is worth a grand in retail price.'
0:12:24 > 0:12:28The final offer, I think, if I'm right, was £600.
0:12:28 > 0:12:31How did you base that figure? What was that on?
0:12:31 > 0:12:34'He says the figure is based on a customer aspect.
0:12:34 > 0:12:35'You what?! That's a new one.'
0:12:35 > 0:12:38What do you mean by customer aspect?
0:12:38 > 0:12:41So, it's not on the value of the car?
0:12:41 > 0:12:43It's purely just a figure that your guys have said
0:12:43 > 0:12:46"Offer this and see if she's happy"?
0:12:46 > 0:12:48Is that what that means? OK.
0:12:48 > 0:12:51She's obviously not happy with that as a figure.
0:12:51 > 0:12:54I think she probably told you that.
0:12:54 > 0:12:57OK. Your insurance company have had a look, haven't they?
0:12:57 > 0:12:59They've sent you a report, haven't they?
0:12:59 > 0:13:02Would we be able to request a copy of that?
0:13:02 > 0:13:07'He asks me to put my request in an email. I'll do that later.'
0:13:07 > 0:13:10Nice talking to you, David. And you. Bye-bye.
0:13:10 > 0:13:13As always, I like to start my calls very polite,
0:13:13 > 0:13:15he was a very polite chap,
0:13:15 > 0:13:18but what I found interesting is, I said, "What have you offered her?"
0:13:18 > 0:13:21He said, "£600." OK. There's no dispute about that.
0:13:21 > 0:13:26I said, "Where did you get that figure from?" He said some customer department.
0:13:26 > 0:13:31I said, "So, it's a figure that your guys have plucked out of the air?" and he said yes.
0:13:31 > 0:13:35If you're going to pluck figures out of the air, what about three grand?
0:13:35 > 0:13:37What about 50 grand?
0:13:37 > 0:13:39What about 350 grand?!
0:13:39 > 0:13:41They're the figures I'd pluck out the air.
0:13:41 > 0:13:46You need to have facts like that based on something. You can't pluck figures out the air!
0:13:46 > 0:13:50I'll be getting that up, you wait and see. Let's get him an email.
0:13:50 > 0:13:55I'm emailing to ask for a look at what the insurance company report says about the car.
0:13:55 > 0:13:57I've got the bit between my teeth.
0:13:57 > 0:14:02Coming up, my case against National Tyres starts to accelerate.
0:14:02 > 0:14:05"The sump plug had fallen out and she'd lost all the oil."
0:14:09 > 0:14:14I'm Rani Price. There is nothing I like better than helping you, the buying public,
0:14:14 > 0:14:19through the minefield of regulations to make sure you stay savvy shoppers.
0:14:19 > 0:14:22Consumer law can be very confusing.
0:14:22 > 0:14:25You've got your Sale of Goods Act, Distance Selling,
0:14:25 > 0:14:28Right to Return, and it doesn't stop there.
0:14:28 > 0:14:31But knowing just a few of these laws can not only save you money
0:14:31 > 0:14:34but a lot of hassle, as well.
0:14:34 > 0:14:37Do you know what this is?
0:14:37 > 0:14:42'Today I'm out on the streets, armed with questions to put to you, the customers,
0:14:42 > 0:14:46'to find out if you know your consumer rights from your consumer wrongs.'
0:14:46 > 0:14:48Do you want to be on the news?
0:14:48 > 0:14:50Is this a trick question?!
0:14:54 > 0:14:58When returning your goods to a shop, most people know where they stand.
0:14:58 > 0:15:03But how many of you are aware that different rules apply when you do your shopping online?
0:15:04 > 0:15:08There is a raft of regulations when it comes to internet shopping.
0:15:08 > 0:15:13And one person who knows about all the rules when it comes to returning online goods
0:15:13 > 0:15:15is Phil Dart from Trading Standards.
0:15:15 > 0:15:17Distance Selling Regulations
0:15:17 > 0:15:20give additional protection if you buy online in the EU.
0:15:20 > 0:15:25You may have a 7-day right to cancel the contract if you're unhappy.
0:15:25 > 0:15:29You're entitled to have a refund within 30 days
0:15:29 > 0:15:32and you are also entitled to have additional information
0:15:32 > 0:15:35so you know exactly who you're dealing with.
0:15:36 > 0:15:40Thanks for that, Phil. So now we're armed with our expert info,
0:15:40 > 0:15:43let's see how many of you know your rights
0:15:43 > 0:15:45when buying underwear online,
0:15:45 > 0:15:48often very tricky to get right the first time.
0:15:48 > 0:15:52Can we steal you for two seconds in the sunshine?
0:15:52 > 0:15:56- Aww! Trying to sleep? - She is trying to sleep.- She is.
0:15:56 > 0:15:59- How old?- Ten months. - You've got your hands full.
0:15:59 > 0:16:03- Do you do a lot of online shopping? - Erm, sometimes.
0:16:03 > 0:16:06'Let's see if she's a canny shopper.'
0:16:06 > 0:16:08I bought these sets of underwear,
0:16:08 > 0:16:12one online and one in the store, which one can I send back?
0:16:12 > 0:16:16I can only legally take one back. Which one can I return?
0:16:16 > 0:16:19The one from the store.
0:16:19 > 0:16:22You can take them both back. Well, you can send one back.
0:16:22 > 0:16:24Is this a trick question?
0:16:24 > 0:16:30- No?- If you bought it from the store, you can't take it back for hygiene reasons.
0:16:30 > 0:16:32'No gold stars for you lot there.
0:16:32 > 0:16:35'All three of you got it wrong.
0:16:35 > 0:16:38'You can return underwear when bought online,
0:16:38 > 0:16:42'even if you tried it on for size.'
0:16:42 > 0:16:46The reason being, if you go into a store, you get to try things on, see the sizes,
0:16:46 > 0:16:50so you're not allowed to return it because it's unhygienic.
0:16:50 > 0:16:54If you buy it online, Distance Selling Regulations say
0:16:54 > 0:16:58you haven't had a chance to have a feel or try it on, so you can return it.
0:16:58 > 0:17:02'Now, why don't I catch you out with a little light entertainment?'
0:17:02 > 0:17:07One was bought online. One was bought in a store.
0:17:07 > 0:17:10Which one, if any, can I return?
0:17:10 > 0:17:12Neither.
0:17:12 > 0:17:15- Do I have different rights? - I'm not too sure.
0:17:15 > 0:17:18I guess you'll have the same. Why would you not?
0:17:18 > 0:17:20Why didn't you think I could return them?
0:17:20 > 0:17:24Because once you open the seal, you can't return them.
0:17:24 > 0:17:29- She is a wise shopper! - She's good, isn't she? - She's a really good shopper!
0:17:29 > 0:17:31- Is she in charge in your house? - Absolutely.
0:17:31 > 0:17:35I can understand why! You are completely right.
0:17:35 > 0:17:40With DVDs, you are completely exempt from sending things back online or in store
0:17:40 > 0:17:43once you've taken off the cellophane packaging.
0:17:44 > 0:17:46'Now, finally, will I catch you out
0:17:46 > 0:17:50'with a very popular purchase - earrings?'
0:17:50 > 0:17:54Two pairs of earrings, same store...
0:17:54 > 0:17:58Legally, I can only take one back.
0:17:59 > 0:18:03'While they're considering their answer...' I'll give you a clue.
0:18:03 > 0:18:07One I bought from the actual store, one I bought online.
0:18:07 > 0:18:08OK.
0:18:11 > 0:18:13- Would you like to look at them?- Yes.
0:18:13 > 0:18:16Will that make a difference?
0:18:16 > 0:18:18Ooh!
0:18:18 > 0:18:23OK. Probably, legally, from the actual store, I guess.
0:18:23 > 0:18:26- No?- Do you want to change your mind?
0:18:26 > 0:18:28- Online.- Yay! Well done!
0:18:28 > 0:18:31'Correct. The right answer is,
0:18:31 > 0:18:34'you can only return the earrings bought online.'
0:18:34 > 0:18:39- Do you know why that is?- Because you weren't there in person to buy them.
0:18:39 > 0:18:40Well done.
0:18:40 > 0:18:43'If you buy pierced earrings in person,
0:18:43 > 0:18:46'you can't take them back as it's a possible hygiene risk,
0:18:46 > 0:18:49'but if you bought online, return away.'
0:18:49 > 0:18:55All you've got to do is inform the company within seven days of receiving the product
0:18:55 > 0:18:58and they'll send you a full refund, including postage.
0:18:58 > 0:19:02'Our expert from Trading Standards has some wise words on the matter.'
0:19:02 > 0:19:05Goods don't have to be returned in their original packaging
0:19:05 > 0:19:07but there are certain exceptions,
0:19:07 > 0:19:10notably music, DVDs and computer software.
0:19:10 > 0:19:15If you've unsealed those goods, you wouldn't be able to return them.
0:19:15 > 0:19:20So things like underwear, earrings, clothes, that kind of shenanigans,
0:19:20 > 0:19:23send them all back, get a full refund online,
0:19:23 > 0:19:28but DVDs, you cannot send them back or return them to the store.
0:19:29 > 0:19:32So whether you're shopping online or hitting the high street,
0:19:32 > 0:19:35it pays to know your refund rights.
0:19:42 > 0:19:46I've been answering a cry for help from ex-care assistant Angie Kelly,
0:19:46 > 0:19:51whose much-loved Corsa went into National Tyres for a simple oil and filter change.
0:19:51 > 0:19:55But within weeks of the work being done, her car broke down as she was driving.
0:19:55 > 0:19:57All of the oil had leaked out.
0:19:57 > 0:20:03Since then, she's been unable to get the garage to put it right.
0:20:03 > 0:20:06And she's had to recently cope with a personal tragedy, as well.
0:20:06 > 0:20:08My father passed away in March
0:20:08 > 0:20:11and I've been, like, the one in the family
0:20:11 > 0:20:14that hasn't been able to go down and...
0:20:14 > 0:20:17..grieve, basically, around his resting place.
0:20:17 > 0:20:19It's, er, been very upsetting.
0:20:20 > 0:20:25Without her car, Angie still hasn't been able to visit her father's grave.
0:20:25 > 0:20:28But I'm still here, fighting her corner,
0:20:28 > 0:20:33and there's someone else who can help us establish exactly whose fault this all is -
0:20:33 > 0:20:37the recovery driver who picked up Angie after she broke down.
0:20:37 > 0:20:41His name's Dave and I've got him on the end of the phone.
0:20:41 > 0:20:43- "Dominic."- Hello, Dave.
0:20:43 > 0:20:47When you got the call, can you tell me what you discovered when you got to Angie's car?
0:20:47 > 0:20:51"The sump plug had fallen out and it'd lost all its oil."
0:20:51 > 0:20:54Any idea how long it'd been driving with no oil in?
0:20:54 > 0:21:00"Long enough to cause engine damage because it had come to a standstill but all the oil had gone out.
0:21:00 > 0:21:04"The sump wasn't just loose, it had fallen out completely."
0:21:04 > 0:21:08She'd had that changed literally just over three weeks earlier.
0:21:08 > 0:21:11'Dave's crystal clear about what had happened.
0:21:11 > 0:21:13'The car had definitely lost its oil.'
0:21:13 > 0:21:16"The only reason, I think, that a sump plug can come undone,
0:21:16 > 0:21:21"either somebody has not tightened it up as much as they should do
0:21:21 > 0:21:24"or they haven't replaced a copper washer,
0:21:24 > 0:21:26"which I've seen that happen before.
0:21:26 > 0:21:30"But the reason she had engine damage was absolutely clear -
0:21:30 > 0:21:33"the sump plug had fallen out and she'd lost all the oil."
0:21:33 > 0:21:37What did you tell the garage when you delivered the car back to them?
0:21:37 > 0:21:40"I told them exactly what I found, which is what I always do
0:21:40 > 0:21:42"because I'm careful not to point fingers,
0:21:42 > 0:21:47"and so I tell them exactly what I've found, which is,
0:21:47 > 0:21:51"the sump plug had fallen out and the engine had lost all its oil."
0:21:51 > 0:21:55- What was their reaction? - "They were going to get it in and have a look at it."
0:21:55 > 0:21:57"It wouldn't have took a genius to see that that was the case."
0:21:57 > 0:22:00Dave's recollection ties in with Angie's.
0:22:00 > 0:22:04The oil was all drained out the car when it was brought to the garage.
0:22:04 > 0:22:07This is all pointing to a problem with the previous oil change.
0:22:07 > 0:22:11It seems Angie's not the only person complaining about car repairs.
0:22:11 > 0:22:16As consumers, we spend £10 billion a year on repairs,
0:22:16 > 0:22:18and, staggeringly, 40 percent of us
0:22:18 > 0:22:21are unhappy about the repairs at the end of the job!
0:22:21 > 0:22:23Car repairs are in the top-five
0:22:23 > 0:22:27most complained-about consumer issues.
0:22:28 > 0:22:32But what rights do we have if a car's service goes wrong?
0:22:32 > 0:22:34I've sent Angie to meet Gerry Taylor.
0:22:34 > 0:22:38He's the Trading Standards Institute's lead officer for the motor trade
0:22:38 > 0:22:42and his expert opinion should help her focus her complaint.
0:22:42 > 0:22:46Nice to meet you. It is a problem with my car. It does need sorting out.
0:22:46 > 0:22:51What you're entitled to is, if you take your vehicle into any garage,
0:22:51 > 0:22:54you're entitled to have the service carried out
0:22:54 > 0:22:57with reasonable care and skill.
0:22:57 > 0:23:00Under these circumstances that you've explained to me,
0:23:00 > 0:23:05it would seem to me that they haven't exercised reasonable care and skill.
0:23:05 > 0:23:09- So you have a right, in law, to have that put right...- OK.
0:23:09 > 0:23:13..and to be either reimbursed or repaired at no extra cost.
0:23:13 > 0:23:17But if that doesn't work, there are further options for Angie.
0:23:17 > 0:23:19The next step is,
0:23:19 > 0:23:24is this company a member of any motor scheme like Motor Codes,
0:23:24 > 0:23:27or are they affiliated to the RAC
0:23:27 > 0:23:31- or the AA or any company like that? - I really don't know.- No?
0:23:31 > 0:23:35You can check details like that with a bit of internet research,
0:23:35 > 0:23:40or just ask the company directly, which Angie can do if she needs to.
0:23:40 > 0:23:45If they are, they may have a free arbitration system.
0:23:45 > 0:23:50You could contact them and go through their arbitration system, which wouldn't cost you any more.
0:23:50 > 0:23:54If they're not a member of an arbitration scheme such as that,
0:23:54 > 0:23:58the only course you've got left is to go through the county court.
0:23:58 > 0:24:02You can handle this yourself in the small claims court.
0:24:02 > 0:24:07That entails filling in a form. You can do it online.
0:24:07 > 0:24:09- Thanks very much. - Pleasure to meet you.
0:24:09 > 0:24:11That's a useful chat.
0:24:11 > 0:24:14And don't be put off by the mention of the county court.
0:24:14 > 0:24:16Claiming is actually quite straightforward.
0:24:16 > 0:24:20If you feel you've had bad service, don't accept it.
0:24:20 > 0:24:23I think it went really well. I've got some good information.
0:24:23 > 0:24:26I am quite happy with what I heard
0:24:26 > 0:24:30and I know now that there are people out there that can help me.
0:24:30 > 0:24:33And Gerry thinks that, although her car has lost its oil,
0:24:33 > 0:24:35Angie may have a case.
0:24:35 > 0:24:39Under her circumstances, she has been wronged by the garage,
0:24:39 > 0:24:42from the evidence available.
0:24:42 > 0:24:47It seems as though someone there has either failed to tighten the bung up
0:24:47 > 0:24:50or not put a locking washer on it and that's caused the problem.
0:24:50 > 0:24:55National Tyres have said to Angie that the fault has nothing to do with the oil change,
0:24:55 > 0:24:59it's down to her broken timing chain. Hm...
0:24:59 > 0:25:00Now, here's the thing,
0:25:00 > 0:25:05Angie had her timing chain replaced at about 50,000 miles,
0:25:05 > 0:25:09which means it should be good for tens of thousands of miles more.
0:25:09 > 0:25:11So, why on earth did it break, then?
0:25:11 > 0:25:15I want to know, could the oil draining out of Angie's car
0:25:15 > 0:25:17be the cause of her engine fault?
0:25:17 > 0:25:20We've asked three mechanics for their opinion, and they should know.
0:25:20 > 0:25:24Between them, they have nearly 100 years' experience of fixing cars
0:25:24 > 0:25:27but they also know what it takes to break one.
0:25:27 > 0:25:29We asked what would happen to the timing chain
0:25:29 > 0:25:31if the engine had no oil in it.
0:25:31 > 0:25:34Eventually, the engine would seize, the timing belt would break,
0:25:34 > 0:25:37damage would be done to the engine.
0:25:37 > 0:25:40If there is not enough oil to lubricate the chain, that can do it.
0:25:40 > 0:25:44Any moving part that's not lubricated
0:25:44 > 0:25:46will snap the chain.
0:25:46 > 0:25:49If the timing chain snaps, the engine will seize up
0:25:49 > 0:25:51and it will not drive.
0:25:51 > 0:25:55And what would happen to the rest of the engine if there's no oil?
0:25:55 > 0:25:57If there's no oil within the engine,
0:25:57 > 0:26:01the components wouldn't be lubricated and they'd rub against each other really hard.
0:26:01 > 0:26:04If there's no lubricant, it would be metal-to-metal.
0:26:04 > 0:26:09The parts will just melt together. Once they've melted together, the whole thing's finished.
0:26:09 > 0:26:14Our mechanics agree, a lack of oil could've caused the timing chain to break,
0:26:14 > 0:26:18which would explain why the one on Angie's car had given out.
0:26:18 > 0:26:21Now, they might not have sent me that insurance report I requested,
0:26:21 > 0:26:26but after all my work on the case, National Tyres have been in touch with Angie.
0:26:26 > 0:26:30They've made a new offer. But with Angie's extra expenses,
0:26:30 > 0:26:34I'm not sure it's the right one, and neither is she.
0:26:34 > 0:26:37They then upped again,
0:26:37 > 0:26:42up to the £924 mark, as a goodwill gesture,
0:26:42 > 0:26:46which I don't understand what the goodwill gesture is for.
0:26:46 > 0:26:48They're not admitting the liability.
0:26:48 > 0:26:52So their offer is a goodwill gesture but it's not big enough.
0:26:52 > 0:26:56I need to get back on the phone to National Tyres to talk about the size of it,
0:26:56 > 0:27:00to get Angie back on the road in a little run-around of her own.
0:27:08 > 0:27:11Changing banks should be a fairly simple process.
0:27:11 > 0:27:14So imagine if you did switch banks
0:27:14 > 0:27:19and then discovered all your hard-earned savings had gone AWOL.
0:27:19 > 0:27:22Would we know how to stand up to the bank who'd made the mistake
0:27:22 > 0:27:25and make sure we get our money back?
0:27:25 > 0:27:29Ray Frankton from Rugby would, and that's exactly what he had to do.
0:27:29 > 0:27:31Ray is a retired bank manager.
0:27:31 > 0:27:37When he saw NatWest offering a better rate of interest on ISAs than his Northern Rock account,
0:27:37 > 0:27:39he and his wife decided to shift their cash,
0:27:39 > 0:27:42all 16 grand of it.
0:27:42 > 0:27:45We've saved pretty hard all the way through our lives
0:27:45 > 0:27:49so we're looking forward to the time when we can spend some of it.
0:27:49 > 0:27:52I've worked in the financial service industry all my life
0:27:52 > 0:27:56so I've got a pretty good eye for what is a good rate.
0:27:56 > 0:28:00When there's a good rate available, I move my money to take advantage of it.
0:28:00 > 0:28:03Ray set up two e-ISA accounts with NatWest
0:28:03 > 0:28:06and filled out all the necessary paperwork
0:28:06 > 0:28:09to transfer the money from his old bank, Northern Rock,
0:28:09 > 0:28:11to the new accounts.
0:28:11 > 0:28:14He didn't realise his careful financial planning
0:28:14 > 0:28:18was about to leave him staring into the financial abyss.
0:28:18 > 0:28:20It should be straightforward.
0:28:20 > 0:28:24Once NatWest had opened our accounts
0:28:24 > 0:28:30and received the authorisation to transfer from Virgin Northern Rock,
0:28:30 > 0:28:33they should simply have sent the forms off to Northern Rock
0:28:33 > 0:28:36and asked them to transfer the money across
0:28:36 > 0:28:40and the whole process is supposed to take 15 working days to complete.
0:28:41 > 0:28:43Ray carried on living life to the full,
0:28:43 > 0:28:46including following his busy fitness routine.
0:28:46 > 0:28:51But when, after two weeks, his money hadn't appeared in the new NatWest accounts,
0:28:51 > 0:28:54he began to press them for answers.
0:28:54 > 0:28:59Finally, Northern Rock confirmed they had received the transfer details from NatWest.
0:28:59 > 0:29:04They sent the couple's money off to the new account and closed down the old ones.
0:29:04 > 0:29:09Ray and his wife were now NatWest customers. Or so they thought.
0:29:09 > 0:29:11When they checked to see if the money was in their new accounts,
0:29:11 > 0:29:14they found every couple's worst nightmare.
0:29:14 > 0:29:17The savings they had worked so hard to build up
0:29:17 > 0:29:21were no longer in the old accounts and had not arrived in the new ones.
0:29:21 > 0:29:23The savings had disappeared.
0:29:26 > 0:29:31I phoned NatWest on the 25th, the 26th and the 27th of April
0:29:31 > 0:29:34to ask, you know, where the money was
0:29:34 > 0:29:36because it hadn't appeared in my account.
0:29:36 > 0:29:38The answer that I was given on each occasion
0:29:38 > 0:29:41was that they hadn't received the cheques from Northern Rock,
0:29:41 > 0:29:44therefore there was not a great deal they could do.
0:29:44 > 0:29:46After years of careful saving,
0:29:46 > 0:29:51it seemed one simple transfer had cost the Franktons all their money,
0:29:51 > 0:29:55and Ray's dream of a comfy retirement was turning into a nightmare.
0:29:55 > 0:29:58Northern Rock, having taken the money out of our account,
0:29:58 > 0:30:02was sort of saying, "It's nothing to do with us, it's down to NatWest."
0:30:02 > 0:30:05NatWest were saying, "It's nothing to do with us
0:30:05 > 0:30:09"because we haven't received the money from Northern Rock." I thought, "What about me?"
0:30:09 > 0:30:13In the end, Ray got fed up of waiting for the bank to sort out the problem.
0:30:13 > 0:30:16With a whopping £16,000 missing,
0:30:16 > 0:30:20he went to the Financial Ombudsman to make a formal complaint.
0:30:20 > 0:30:24As NatWest were insisting they still hadn't had the cheques with Ray's money,
0:30:24 > 0:30:26he carried on phoning them daily.
0:30:26 > 0:30:31He said, "We've been looking every day in our post room for these cheques coming in,
0:30:31 > 0:30:36"but you've got to understand that we're handling 45,000 customer applications here,
0:30:36 > 0:30:39"and looking for a couple of cheques from Northern Rock
0:30:39 > 0:30:41"is like looking for a needle in a haystack."
0:30:41 > 0:30:46Never mind haystacks! For Ray, that was the final straw.
0:30:46 > 0:30:49It was time he told NatWest to jog on!
0:30:49 > 0:30:53I picked up the phone and I phoned the NatWest Press office
0:30:53 > 0:30:58and basically said that I didn't think I was being taken seriously at all
0:30:58 > 0:31:03and they might take me more seriously if I got in touch with one of newspapers,
0:31:03 > 0:31:07at which point I did seem to be taken a little bit more seriously.
0:31:07 > 0:31:10I said, "Look, somebody needs to call me back this afternoon
0:31:10 > 0:31:13"with a proposal to sort this out for tomorrow."
0:31:13 > 0:31:17And the next day, the nightmare was over.
0:31:17 > 0:31:20It had taken the Financial Ombudsman getting involved
0:31:20 > 0:31:23and a threat to speak to the papers
0:31:23 > 0:31:29but, finally, NatWest Bank put £16,000 of their own money into Ray's accounts
0:31:29 > 0:31:33while they waited for the money to arrive from Northern Rock.
0:31:33 > 0:31:36The following day, they did put money into my account
0:31:36 > 0:31:39and into my wife's account.
0:31:39 > 0:31:44Northern Rock also sent funds electronically through to my account
0:31:44 > 0:31:46but not to my wife's account,
0:31:46 > 0:31:50so by the end of that day I'd got twice as much in my account as I should have!
0:31:50 > 0:31:53Sportingly, he gave back the extra cash,
0:31:53 > 0:31:56and after taking so long to sort the problem out,
0:31:56 > 0:32:02NatWest gave Ray and his wife a total of £790 as a goodwill gesture
0:32:02 > 0:32:05and recognition of the trouble they'd been caused.
0:32:05 > 0:32:09NatWest also took full responsibility for the whole saga.
0:32:09 > 0:32:13Northern Rock had sent the cheques on the correct date
0:32:13 > 0:32:15but they had gone missing in NatWest's system.
0:32:15 > 0:32:18We contacted NatWest and they said...
0:32:44 > 0:32:48Ray's case shows that even an ex-bank manager can have trouble with the bank.
0:32:48 > 0:32:51But by aiming for the top with your complaint,
0:32:51 > 0:32:55you can show even the mightiest of high street names that you mean business.
0:33:00 > 0:33:03Following what looks like a disastrous oil change,
0:33:03 > 0:33:07Angie Kelly has been without her Vauxhall Corsa for three months
0:33:07 > 0:33:10and she's been forced to use public transport,
0:33:10 > 0:33:12despite a medical complaint.
0:33:12 > 0:33:14I do have a heart problem
0:33:14 > 0:33:18so, really, walking about and that is very, very limited, really.
0:33:18 > 0:33:21So far, Angie has had two different offers
0:33:21 > 0:33:24in an attempt to sort this matter out.
0:33:25 > 0:33:30National Tyres have offered Angie two financial gestures of goodwill,
0:33:30 > 0:33:32which begs the question -
0:33:32 > 0:33:34what exactly is a gesture of goodwill?
0:33:34 > 0:33:38But, more importantly, how does it affect your consumer rights?
0:33:38 > 0:33:41We've spoken to an expert from Which? magazine
0:33:41 > 0:33:44and he has kindly explained what you should know about goodwill.
0:33:44 > 0:33:48A goodwill gesture is an offer by a company
0:33:48 > 0:33:50to settle a customer complaint.
0:33:50 > 0:33:53It may be that the company agrees that they've done something wrong,
0:33:53 > 0:33:55and to close the matter
0:33:55 > 0:34:00so it doesn't go through any kind of formal complaints mechanism, they make an offer.
0:34:00 > 0:34:02It may be that they don't think they've done anything wrong,
0:34:02 > 0:34:06but are willing to make payment to keep their customer happy
0:34:06 > 0:34:09because they value their custom and want them to come back again.
0:34:09 > 0:34:14The important thing to remember about a goodwill gesture is, it's informal.
0:34:14 > 0:34:16It isn't part of any formal complaints mechanism,
0:34:16 > 0:34:20so you do need to be really happy with the offer on the table
0:34:20 > 0:34:24because it makes it much harder to escalate that complaint through the formal process
0:34:24 > 0:34:26once you've accepted a goodwill payment.
0:34:26 > 0:34:30'If a company specifies that they are making a goodwill offer,
0:34:30 > 0:34:33'don't accept it if it's not right.
0:34:33 > 0:34:34'Go back and tell them,
0:34:34 > 0:34:37'and that's what I plan to do.'
0:34:37 > 0:34:38Things are hotting up!
0:34:38 > 0:34:41Since my last call to National Tyres,
0:34:41 > 0:34:45they've increased their offer from £600 to £900.
0:34:45 > 0:34:48Although that's a 50% increase, it's not good enough for me.
0:34:48 > 0:34:51Now, I've done a bit of homework. I found out
0:34:51 > 0:34:56that the average price of a reconditioned Corsa engine is £3,138.
0:34:56 > 0:34:58Obviously, that car's not worth it,
0:34:58 > 0:35:03but I'm going to go at them and say I want half of it - £1,569.
0:35:03 > 0:35:06Ooh, they're not going to like me!
0:35:10 > 0:35:13OUTSIDE LINE RINGS
0:35:17 > 0:35:20"You have been forwarded to a voicemail system,
0:35:20 > 0:35:24"however the person does not subscribe to this service.
0:35:24 > 0:35:27"A valid attendant number has not been specified.
0:35:27 > 0:35:30"Your session cannot be continued at this time.
0:35:30 > 0:35:32"Please try again later. Goodbye."
0:35:32 > 0:35:35'I hope that's not a taste of things to come.'
0:35:35 > 0:35:37I didn't like that.
0:35:37 > 0:35:41'That's the CEO's office, but it has no voicemail.
0:35:41 > 0:35:44'They're not making it easy to get in touch.
0:35:44 > 0:35:46'I try a few other numbers but, in the end,
0:35:46 > 0:35:50'I'm going to have to phone their customer care team.'
0:35:53 > 0:35:57Erm, is it possible to speak to Tony Neill, please?
0:35:58 > 0:36:00It's Dominic Littlewood from the BBC.
0:36:00 > 0:36:04'Hm. He sounds nervous.' ..The BBC.
0:36:04 > 0:36:08'And my call seems to have panicked the guy I'm talking to.'
0:36:11 > 0:36:15I said my name and he started stuttering.
0:36:16 > 0:36:20'But after a few tries, I'm still not getting put through.
0:36:20 > 0:36:24'I'm beginning to think they don't want to speak to me.'
0:36:33 > 0:36:36The poor guy hasn't got a clue what he's doing on the phone.
0:36:39 > 0:36:41It's the third call I've made.
0:36:41 > 0:36:45The last guy had a problem with the phone system and he disconnected me.
0:36:45 > 0:36:50I'm trying to speak to Tony Neill. Is there a direct number I can take for him, please?
0:36:52 > 0:36:55"You have been forwarded to a voicemail system,
0:36:55 > 0:36:59"however the person does not subscribe to this service.
0:36:59 > 0:37:02"A valid attendant number has not been specified.
0:37:02 > 0:37:05"Your session cannot be continued..."
0:37:06 > 0:37:07Fifth attempt.
0:37:07 > 0:37:10'Just as well I'm persistent.
0:37:10 > 0:37:14'Eventually, I get a message with a number for the CEO.
0:37:14 > 0:37:17'Finally, my tenacity has paid off.'
0:37:17 > 0:37:20Tony, I'm calling about Angie Kelly.
0:37:20 > 0:37:23I spoke to the pick-up guy. He's in no doubt at all
0:37:23 > 0:37:26that when he picked the vehicle up, the sump plug had fallen out.
0:37:26 > 0:37:29He said it was probably because the washer was missing off the bottom.
0:37:29 > 0:37:32'I'm finally talking to CEO Tony Neill.
0:37:32 > 0:37:36'We can't use his voice, but I'm hoping he and I are going to connect.'
0:37:36 > 0:37:39What we want to do is get this tied up
0:37:39 > 0:37:42in a way where we can put a smile back on her face.
0:37:42 > 0:37:45I've got a suggestion for you. Tell me what you think.
0:37:45 > 0:37:51I've gone to three different places and said, "How much would it cost for a rebuilt engine in this car?"
0:37:51 > 0:37:55Most people say "Don't bother" which I can totally understand.
0:37:55 > 0:37:59It equates to an average figure of £3,138 for an exchange engine.
0:37:59 > 0:38:02You know it, I know it. We don't expect that.
0:38:02 > 0:38:06Would you be happy to settle this by giving her 50 percent of that?
0:38:06 > 0:38:11So £1,569 and that's the end of it. She can then go and buy herself a half-decent car.
0:38:11 > 0:38:14'He's not wild on that suggestion
0:38:14 > 0:38:18'and says they've made a gesture to Angie via their goodwill offer.'
0:38:18 > 0:38:20If this ended up in small claims court
0:38:20 > 0:38:24and she pushed for an exchange engine, which she could probably do,
0:38:24 > 0:38:27there could be a £3,138 bill for an exchange engine,
0:38:27 > 0:38:30which is pointless putting in a car of that age.
0:38:30 > 0:38:35'He doesn't want to budge, and argues that National Tyres have done nothing to damage the car.'
0:38:35 > 0:38:38I'm not pointing the finger of blame and saying you are.
0:38:38 > 0:38:41I'm just saying, if it ended up in small claims court,
0:38:41 > 0:38:45I've had a recorded interview with the pick-up driver
0:38:45 > 0:38:48about the situation when he picked the car up,
0:38:48 > 0:38:52I'm fairly certain that in a small claims court, and I've been three times,
0:38:52 > 0:38:54that a judge would say, "OK."
0:38:54 > 0:38:57'Eventually, after some to-ing and fro-ing,
0:38:57 > 0:39:00'we come to an agreement.'
0:39:00 > 0:39:03You will agree to that amount? Bye-bye, then.
0:39:04 > 0:39:08Ding-dong! Rung the bell!
0:39:08 > 0:39:11'Time to meet with Angie for a quick cuppa, I think.
0:39:11 > 0:39:13There's a good lesson to be learnt here.
0:39:13 > 0:39:17If a company make you an offer and you're not happy with it,
0:39:17 > 0:39:20even if they class it as a gesture of goodwill,
0:39:20 > 0:39:22you can fight your corner, as I did for Angie.
0:39:22 > 0:39:25I'm happy with the figure I've got for her.
0:39:25 > 0:39:27Let's find out if she is.
0:39:30 > 0:39:32- Angie!- Hi, Dom.
0:39:32 > 0:39:37- How are you doing? You've been without a car for over three months. - Over three months now.
0:39:37 > 0:39:41- A complete pain in the proverbial, as you've well found out... - It certainly is.
0:39:41 > 0:39:44What I did is, I contacted National Tyres
0:39:44 > 0:39:46and, as I always have to do,
0:39:46 > 0:39:50you have to work your way up until you speak to somebody who sits up and listens.
0:39:50 > 0:39:52I know you did that and you were really good
0:39:52 > 0:39:56because when you didn't get the answers you wanted, you didn't give up.
0:39:56 > 0:40:00You told me you'd be happy with what?
0:40:00 > 0:40:02£1,000, to get me a car on the road.
0:40:02 > 0:40:06Right, let's tell you what happened.
0:40:06 > 0:40:09To start that story, I've got to disappear for a sec.
0:40:09 > 0:40:11I'll be back in a minute.
0:40:11 > 0:40:14'Now, stay in your seats. It'll be worth it.'
0:40:14 > 0:40:16- Do you like flowers?- I do.
0:40:16 > 0:40:20- Good. They're not from me, they're from National Tyres.- No!
0:40:20 > 0:40:25Yes. Flowers is a start. It's a nice way of them saying,
0:40:25 > 0:40:29"Sorry about the inconvenience and you weren't happy with the response".
0:40:29 > 0:40:32You're already starting to smile very slightly.
0:40:32 > 0:40:34I can't believe they'd buy me flowers!
0:40:34 > 0:40:38So there's a little envelope there,
0:40:38 > 0:40:42addressed to you, with a cheque in it.
0:40:49 > 0:40:51- SHE GASPS - Wow!
0:40:51 > 0:40:54- Fantastic!- Read it out.
0:40:54 > 0:40:57£1,569.
0:40:57 > 0:41:00Oh, my God!
0:41:00 > 0:41:05- That's put a smile back on your face!- Oh, my God, yes!
0:41:05 > 0:41:09Not far off triple what you were originally offered.
0:41:09 > 0:41:12I don't know what to say! I don't know what to say.
0:41:12 > 0:41:14My God...
0:41:14 > 0:41:18- Job done. - I just want to give you a big. - Big hugs are allowed. Feel free!
0:41:18 > 0:41:22- Thank you.- Good Lord! - Thank you.- It's my pleasure.
0:41:22 > 0:41:25I'm so pleased! I really am so pleased at that.
0:41:25 > 0:41:28Good. What are you going to do now, go shopping?
0:41:28 > 0:41:30I'm going to go and buy a car.
0:41:30 > 0:41:35- And then I'm going to visit my dad's grave.- Yes.
0:41:35 > 0:41:39- Puts you back on the road.- And I'll go and see my daughter in Sheffield.
0:41:39 > 0:41:43- Good for you.- Fantastic!
0:41:43 > 0:41:48I wasn't expecting this, no. Not at all.
0:41:48 > 0:41:52It's... I just don't know what to say.
0:41:52 > 0:41:54Thanks, Dom, for everything that you've done.
0:41:54 > 0:41:57I am really, really pleased.
0:41:57 > 0:42:01National Tyres and Autocare have been in touch
0:42:01 > 0:42:04and say they place great emphasis on customer service.
0:42:04 > 0:42:06They also say...
0:42:23 > 0:42:26They say they are sympathetic to Angie's situation
0:42:26 > 0:42:28and disappointed that, rightly or wrongly,
0:42:28 > 0:42:32she's not satisfied with her experience and that...
0:42:41 > 0:42:44Angie is clearly chuffed to bits and she deserves to be, as well.
0:42:44 > 0:42:48She's been stuck without a car and she's had a lot on her plate.
0:42:48 > 0:42:50I'm glad that I've put a smile back on her face.
0:42:50 > 0:42:54The only trouble is, I've now got to get back to the office!
0:42:54 > 0:42:5812 minutes? I'm a celebrity!
0:43:00 > 0:43:02And it's raining.
0:43:04 > 0:43:07Subtitles by Red Bee Media Ltd