0:00:02 > 0:00:04I've been battling for consumer rights for years,
0:00:04 > 0:00:07but it seems some companies are still not getting the message.
0:00:07 > 0:00:10It seems to be the biggest companies not looking after their customers.
0:00:10 > 0:00:13Day in, day out, thousands of you are still being taken for a ride,
0:00:13 > 0:00:16and it's always the same old things - shoddy products,
0:00:16 > 0:00:19bad customer service and the dreaded smallprint.
0:00:19 > 0:00:23The customer service level is the most important thing to some people.
0:00:23 > 0:00:27Some firms are driving you barmy, causing you sleepless nights
0:00:27 > 0:00:31and can make you feel like you're the ones to blame.
0:00:31 > 0:00:33But don't despair, cos I'll take them on,
0:00:33 > 0:00:35to make sure you don't get done.
0:00:39 > 0:00:44For most occasions in life, you can be a little bit late, it's acceptable.
0:00:44 > 0:00:49But every now and again, you come across those life-changing scenarios where lateness is not an option.
0:00:52 > 0:00:58And a wedding is right up there on that list of scenarios, especially if it's your own.
0:00:58 > 0:01:02But John and Vicky Darvill very nearly missed their wedding
0:01:02 > 0:01:08after being badly let down by a coach hire company, and they've contacted me for help.
0:01:08 > 0:01:13It all began when the couple were planning their big day and decided to lay on a coach to get them
0:01:13 > 0:01:18and their guests to the register office, an hour's drive away.
0:01:18 > 0:01:22It was a lengthy journey from the house we'd hired to the registry office.
0:01:22 > 0:01:28There was no parking at the registry office, so we decided to get a coach to fit all 20 of us.
0:01:28 > 0:01:34John went online and after looking at several firms, he chose a company called First National Coaches
0:01:34 > 0:01:38who could provide them with a coach for £235.
0:01:39 > 0:01:46Two days before the event, I phoned them up to make sure that everything was in place
0:01:46 > 0:01:49and this was confirmed by them.
0:01:49 > 0:01:53They also gave me the emergency number and the driver's name,
0:01:53 > 0:01:56the emergency number being his mobile phone number.
0:01:56 > 0:01:59We were assured that they knew exactly where they were going.
0:01:59 > 0:02:02I should hope so too, because like any bride and groom,
0:02:02 > 0:02:06John and Vicky wanted their day to go as smoothly as possible.
0:02:06 > 0:02:11It was an important day because it was the first time that all our children and us had been together.
0:02:11 > 0:02:16We have eight children between us and it meant we could all be in one place for the first time ever.
0:02:16 > 0:02:23The night before the wedding, John, Vicky and all of their guests stayed together at a local manor house,
0:02:23 > 0:02:28and the plan was the coach would pick everybody up and take them to the register office,
0:02:28 > 0:02:32but on the morning of the big day, there was no sign of the coach.
0:02:33 > 0:02:39As soon as it got to 8.30 and it wasn't there, I became increasingly anxious as the minutes ticked by.
0:02:39 > 0:02:44As they and their party waited for the coach, the couple became increasingly nervous
0:02:44 > 0:02:49and John decided to try and find out what was going on.
0:02:49 > 0:02:56I phoned the emergency mobile number of the driver to contact him and find out where he was.
0:02:56 > 0:03:01The driver came on to his phone and explained that they were on their way to Dudley Zoo.
0:03:01 > 0:03:05At this point, the penny dropped and I realised that we were in trouble
0:03:05 > 0:03:10because clearly, this driver and this coach were nowhere near where we were.
0:03:10 > 0:03:14With their driver hundreds of miles away on another job,
0:03:14 > 0:03:21the couple now had to find a way to get themselves and their guests to the register office on time.
0:03:21 > 0:03:27It was all hands on deck, rush for the cars, and we jumped in as many cars as we had there
0:03:27 > 0:03:30and tore off towards Petersfield Registry Office.
0:03:30 > 0:03:35- It was a journey full of... - It was not nice.- ..anger and upset.
0:03:36 > 0:03:42You'll be glad to know that John and Vicky did make it to the register office in time
0:03:42 > 0:03:45and all their guests got to see them tie the knot.
0:03:45 > 0:03:49But the disaster with the coach had tainted their day.
0:03:49 > 0:03:55John and Vicky complained to First National Coaches and demanded a refund at the very least,
0:03:55 > 0:04:01but it's now four months since their wedding and they haven't received a penny from the company.
0:04:01 > 0:04:03This sounds like a job for yours truly.
0:04:03 > 0:04:08I'm about to meet newly weds John and Vicky to hear all about their problems.
0:04:08 > 0:04:11'I'd like to hear a bit more detail about John and Vicky's story
0:04:11 > 0:04:15'and, in particular, their dealings with First National Coaches.'
0:04:15 > 0:04:19How do you feel you've been treated by First National Coaches?
0:04:19 > 0:04:23The pre-booking was really excellent.
0:04:23 > 0:04:27There didn't seem to be any problems at all. They were extremely friendly,
0:04:27 > 0:04:32so at that stage, I thought I had chosen the right company to do this job for me.
0:04:32 > 0:04:38Subsequently, post the booking and post the disaster, how do you feel about the way you've been treated?
0:04:38 > 0:04:44Well, I wasn't treated as such. There was no communication with us after the coach hadn't turned up.
0:04:44 > 0:04:47I left a message on their answerphone
0:04:47 > 0:04:52because their office is closed over the weekend, just at the point when you need their help.
0:04:52 > 0:04:58John and Vicky contacted First National Coaches to complain on the Monday after their wedding
0:04:58 > 0:05:02and they went straight to the owner of the company, Richard Powell.
0:05:02 > 0:05:07I called him directly and he came on to the phone and said that he took it very seriously
0:05:07 > 0:05:10that the coach hadn't turned up
0:05:10 > 0:05:15and he said if I could wait a moment, he would tell me why it hadn't turned up.
0:05:15 > 0:05:20The line went dead for a while, then he came back and said it was a mechanical failure.
0:05:20 > 0:05:25'On the day, the couple had been told by the driver that he was on another job,
0:05:25 > 0:05:30'but the bottom line is that John and Vicky paid for a service and it wasn't provided.
0:05:30 > 0:05:34'Don't forget, the couple had paid in full before the big day.'
0:05:34 > 0:05:38You've paid your funds, they've accepted it. There's a contract in place.
0:05:38 > 0:05:43They should have supplied you with what you had requested, which was a coach.
0:05:43 > 0:05:49The one thing that makes me angry is the fact that no-one actually contacted us
0:05:49 > 0:05:51to tell us that they had a problem.
0:05:51 > 0:05:57We could have missed the slot at the registry office and that would have been absolutely disastrous.
0:05:57 > 0:06:01To this day, has anybody contacted you, even with an apology?
0:06:01 > 0:06:04- No apology, no.- No apology.
0:06:04 > 0:06:08'However, after they had complained to First National Coaches,
0:06:08 > 0:06:11'John and Vicky did receive a letter from the company.'
0:06:11 > 0:06:16- Saying...?- Saying that I could have the £238, or whatever it was, back.
0:06:16 > 0:06:20'It sounded like they were at least going to get their refund,
0:06:20 > 0:06:23'but they waited and waited and nothing arrived.'
0:06:23 > 0:06:26You've not even had the money back for the service they didn't supply?
0:06:26 > 0:06:32We did have an email from them saying they had authorised a cheque to be issued to us,
0:06:32 > 0:06:37which I suppose, in modern parlance, is like saying the cheque's in the post.
0:06:37 > 0:06:41- How long ago was that?- November, I think.- November.- Three months ago?
0:06:41 > 0:06:46- Yeah.- Almost four. - We've not heard from them since. - The cheque never arrived?- No.
0:06:46 > 0:06:51'The company's lack of contact is both worrying and frustrating for them both.'
0:06:51 > 0:06:55What made you choose First National Coaches out of all the others?
0:06:55 > 0:07:00Well, I looked on the internet through one of these price comparison sites
0:07:00 > 0:07:02which deal with coach hire.
0:07:02 > 0:07:06What happens is that various people that they go to,
0:07:06 > 0:07:11who presumably have subscribed to their site, come back with quotes within 24 hours.
0:07:11 > 0:07:15I had two or three quotes, one of which was First National Coaches.
0:07:15 > 0:07:18How did their price compare to everybody else?
0:07:18 > 0:07:23I think it was marginally cheaper, but that wasn't the only reason for choosing them.
0:07:23 > 0:07:27It was because the quote appeared to be more professional, more thorough.
0:07:27 > 0:07:34It seemed to have the right credentials, what I was looking for in a quote back for hiring a coach.
0:07:34 > 0:07:38Give me an idea of what they were offering that seemed more professional than others.
0:07:38 > 0:07:40They got the times right.
0:07:40 > 0:07:45They had quite specifically researched the address, which was reassuring
0:07:45 > 0:07:48because if you're a coach company, you want to make sure
0:07:48 > 0:07:53that the price reflects where you're going to and where you're coming from
0:07:53 > 0:08:01and it just had the look of an organisation that knew what it was doing.
0:08:01 > 0:08:04'But sadly for John and Vicky, it didn't turn out that way,
0:08:04 > 0:08:08'and my job is to see what I can do to put smiles back on their faces.'
0:08:08 > 0:08:13In an ideal world, what would you like for me to try and get for you?
0:08:13 > 0:08:15I'd like our money back.
0:08:15 > 0:08:19That's minimum. Legally, you can get that. I'm assuming you paid by credit card?
0:08:19 > 0:08:26- No, I paid by bank transfer.- OK. It makes it slightly more awkward, but you can still get it back.- Yes.
0:08:26 > 0:08:31I think we're also looking for compensation. I wouldn't normally pursue that line of attack,
0:08:31 > 0:08:36but given the day that it was, it could have been disastrous.
0:08:36 > 0:08:40As it is, it did spoil the beginning of the day significantly.
0:08:40 > 0:08:43The fact that we recovered from that is neither here nor there.
0:08:43 > 0:08:46I'll start making some phone calls.
0:08:46 > 0:08:50- Nice to meet you, John. And you, Vicky. Speak to you soon. Bye-bye.- Bye-bye.
0:08:50 > 0:08:55One of the most important days of your life without any doubt is your wedding day.
0:08:55 > 0:08:58John and Vicky's was almost ruined by First National Coaches,
0:08:58 > 0:09:02so let's see what they've got to say for themselves.
0:09:02 > 0:09:08As always, before I get stuck into this case, I like to find out who I'm dealing with.
0:09:08 > 0:09:14First National Coaches, or FNC Coach Hire, boasts over ten years' experience
0:09:14 > 0:09:16in the competitive travel market,
0:09:16 > 0:09:21stating on their website they believe "there is no better coach hire company in the UK".
0:09:21 > 0:09:25However, it seems John and Vicky Darvill are not the only people
0:09:25 > 0:09:29who have had a less than perfect experience with First National Coaches.
0:09:29 > 0:09:32We've also heard from a chap who didn't want to be identified,
0:09:32 > 0:09:39but who tells me he paid First National Coaches £1,169 to provide a coach for a youth outing,
0:09:39 > 0:09:44but on the day of the trip, he got a call to say the coach had broken down and couldn't pick them up.
0:09:44 > 0:09:48He ended up having to organise another coach with a different firm,
0:09:48 > 0:09:55and he's been asking First National Coaches to refund them the £1,169 for the coach that broke down,
0:09:55 > 0:09:57but he hasn't had any luck.
0:09:57 > 0:10:02Let's see if I can get things in motion.
0:10:02 > 0:10:06First National are about to get their first phone call.
0:10:06 > 0:10:09'I'm keen to hear their side of the story.'
0:10:09 > 0:10:12Welcome to First National Coaches.
0:10:12 > 0:10:15Please press 1 for general coach hire enquiries.
0:10:15 > 0:10:18Press 2 for LEA...
0:10:18 > 0:10:23'I'm being given a list of options here. The question is - which one to choose?'
0:10:25 > 0:10:28RINGING TONE
0:10:30 > 0:10:36The person at extension 1007 is unavailable.
0:10:36 > 0:10:39Sorry, but the user's mailbox can't accept more messages.
0:10:39 > 0:10:42'Hm, I'll try the next one.'
0:10:42 > 0:10:46- Please press 1 for general coach hire enquiries...- No answer.
0:10:46 > 0:10:49Press 2 for LEA or other...
0:10:49 > 0:10:51I'm going to try them all.
0:10:51 > 0:10:56The person at extension 1007...
0:10:56 > 0:11:01Exactly the same message I got when I pressed option 1 as option 2.
0:11:01 > 0:11:03Let's go for option 3.
0:11:03 > 0:11:09- Press 2 for LEA or other educational establishments. - Been there, done that one as well.
0:11:09 > 0:11:11Let's try number 4.
0:11:11 > 0:11:15Here we go. 'And I'm just getting more of the same.'
0:11:15 > 0:11:19- RINGING TONE - Five, four, three, two, one.
0:11:19 > 0:11:22'Until finally...' Oh, hi, good morning to you.
0:11:22 > 0:11:28It's Dominic Littlewood calling from the BBC. Is it possible to speak to Richard Powell, please?
0:11:28 > 0:11:34'Yes, I'm going straight to the top on this one.' Thanks very much... That shocked me.
0:11:34 > 0:11:39- Good morning, Richard speaking. - Richard, good morning. It's Dominic Littlewood from the BBC.
0:11:39 > 0:11:44We've had a few complaints come in and I wondered if I could take some details from you
0:11:44 > 0:11:46and email the people's details over? Is that possible?
0:11:46 > 0:11:51- Yeah, definitely. Are you able to say who the customer is? - Yes. John Darvill.
0:11:51 > 0:11:55'I was rather hoping he might recognise the name.'
0:11:55 > 0:11:57Yeah, they booked one of your coaches.
0:11:57 > 0:12:03It was initially to take a wedding party to a registry office.
0:12:03 > 0:12:07Everything failed to happen. That's the brief outline.
0:12:07 > 0:12:09Let's have a look. Darvill?
0:12:09 > 0:12:11John Darvill.
0:12:11 > 0:12:16We've got a computer system which I can give you a link into happily
0:12:16 > 0:12:19where it links everything that has happened
0:12:19 > 0:12:23or a customer who has had a complaint or anything, and he hasn't done anything.
0:12:23 > 0:12:27'Richard may not have the case at his fingertips,
0:12:27 > 0:12:32'but John and Vicky have been in touch with the company, so he says he'll look into it.'
0:12:32 > 0:12:36- It's for £235, that booking? - That was the booking, yes.
0:12:36 > 0:12:40'I also pass on details of my second case about the youth outing.'
0:12:40 > 0:12:46- If you pop that over, I can send that back to you.- OK, smashing. I'll email you this afternoon.
0:12:46 > 0:12:50- Thank you very much. - Thanks, Richard. Bye-bye.
0:12:50 > 0:12:55There was a man who was very polite, very professional and said, "Fine, send the email over."
0:12:55 > 0:12:58Everything got off to a reasonably good start.
0:12:58 > 0:13:00Let's see where it goes from here.
0:13:03 > 0:13:06Richard gets back to me the following day
0:13:06 > 0:13:09'and acknowledges that both bookings were not without fault,
0:13:09 > 0:13:15'but he tells me that both bookings were made through the agency side of their business,
0:13:15 > 0:13:20'so they took the booking and it was down to a separate coach hire firm to supply the coach.
0:13:20 > 0:13:23'Hm, that's got me thinking.'
0:13:27 > 0:13:31This case raises some interesting questions,
0:13:31 > 0:13:34because if you pay somebody to provide a service
0:13:34 > 0:13:38and it turns out that somebody else is providing that service,
0:13:38 > 0:13:43who do you turn to if things go wrong and who is actually at fault?
0:13:43 > 0:13:48'We've called in a bit of expert advice from the Trading Standards Institute
0:13:48 > 0:13:52'and first of all, let's establish exactly what an agent is.'
0:13:52 > 0:13:55Very simply, an agent is somebody
0:13:55 > 0:13:59that is acting on behalf of a third party.
0:13:59 > 0:14:02It's on behalf of. In legal terms, it's the principal,
0:14:02 > 0:14:05in other words, the person that you're contracting with.
0:14:05 > 0:14:10You're not contracting with an agent. You're making an agreement with this third party.
0:14:10 > 0:14:15'So, although the agent is the person you book with,
0:14:15 > 0:14:19'your contract is with the principal, the person who provides the service,
0:14:19 > 0:14:22'and in theory, you should turn to them if things go wrong,
0:14:22 > 0:14:26'but is it always obvious you're booking through an agent?'
0:14:26 > 0:14:33If the agent is only that, they need to make it 100% clear up front who you're booking with,
0:14:33 > 0:14:36and if they don't, that for me is the biggest drawback
0:14:36 > 0:14:41and a big problem for consumers that think they're booking with a company in the UK
0:14:41 > 0:14:44and they find that because that company was only an agent,
0:14:44 > 0:14:48they're booking with somebody in Italy or goodness knows where.
0:14:48 > 0:14:52'And here, us consumers have the law on our side.'
0:14:52 > 0:14:55It's a bit of a "but". In fact, it's an important "but".
0:14:55 > 0:15:01From a legal point of view, if the agent does not disclose who the principal is,
0:15:01 > 0:15:05you are entitled to hold them responsible for any breach of contract.
0:15:05 > 0:15:08'That's good advice for us all,
0:15:08 > 0:15:13'and next time you're booking something, whether it be a coach or a holiday in the sun,
0:15:13 > 0:15:17'try to make sure you know who the agent is and who will be providing the service.'
0:15:19 > 0:15:25'I've asked John to do a little bit of research and take a look at First National Coaches' website
0:15:25 > 0:15:29'to see whether it's clear that they sometimes act as agents.'
0:15:29 > 0:15:33Let's look at FNC, their home page, and we'll look at private hire
0:15:33 > 0:15:37because that's what we were originally going to do.
0:15:37 > 0:15:42It says here, which is important... To me, it suggests that they're an agent.
0:15:42 > 0:15:46It says, "We can find the coach or minibus to suit you
0:15:46 > 0:15:49"and the level of comfort and budget that suits your occasion."
0:15:49 > 0:15:54That suggests to me that when they did find the coach for our trip,
0:15:54 > 0:15:56they maybe either didn't book it
0:15:56 > 0:15:58or the agent or the coach company
0:15:58 > 0:16:04which was going to respond to their request to do the job for them just didn't turn up.
0:16:04 > 0:16:09The reason for that, I've no idea, but this suggests that's what might have happened.
0:16:09 > 0:16:12'I've now had another email from Richard Powell
0:16:12 > 0:16:16'about both John and Vicky's situation and the youth outing case.
0:16:16 > 0:16:19'He concedes there were major operational problems
0:16:19 > 0:16:23'and these were not First National's own coaches or drivers.
0:16:23 > 0:16:27'He says it's stated in First National Coaches' terms and conditions
0:16:27 > 0:16:31'that they cannot be held responsible for instances such as this,
0:16:31 > 0:16:34'but he wants to be fair and has made an offer.
0:16:34 > 0:16:39'It's promising news, and over the next few days we exchange a few more emails,
0:16:39 > 0:16:44'but sometimes it's just better to talk man to man.'
0:16:44 > 0:16:47It's time to chase up First National Coaches.
0:16:47 > 0:16:53When I last spoke to the guv'nor there, he gave me his mobile phone number, which is great
0:16:53 > 0:16:57because it means I've got a much better chance of speaking to the main man.
0:16:57 > 0:17:00'I want to talk to him about the offers he's made,
0:17:00 > 0:17:06'but more importantly, I'm still chasing answers as to exactly what went wrong with his bookings.'
0:17:06 > 0:17:08It's going to go to voicemail.
0:17:08 > 0:17:10RINGING TONE
0:17:10 > 0:17:17Right, it seems Mr Richard Powell, owner of First National Coaches, isn't answering his mobile.
0:17:17 > 0:17:20He must be busy. Let's try ringing the landline number.
0:17:20 > 0:17:22Here we go again.
0:17:22 > 0:17:25'It seems the landline's busy too.'
0:17:25 > 0:17:27Let's ring the mobile again.
0:17:30 > 0:17:32RINGING TONE
0:17:32 > 0:17:38'I'm sure Richard will get back in touch soon and, hopefully, we'll get some more answers on this case.'
0:17:45 > 0:17:50For John and Vicky, the cost of the coach not turning up was more than just financial.
0:17:50 > 0:17:55They feel it tainted their wedding day, which is something they can never replace.
0:17:55 > 0:18:03To re-book the wedding at the registry office would have been hopeless,
0:18:03 > 0:18:09because it would have missed out on the entire event of being to stay together as a family,
0:18:09 > 0:18:14and certainly my son who came over from Spain would not have been able to fly over again
0:18:14 > 0:18:17for a repeat of the registry booking,
0:18:17 > 0:18:20so, in the cold light of day,
0:18:20 > 0:18:27their failure to transport us to the registry office put a great deal at risk from our point of view.
0:18:27 > 0:18:33Because of the stress they've experienced on their big day, the couple would also like compensation.
0:18:35 > 0:18:40But what do we consumers need to know about when it's reasonable to expect compensation
0:18:40 > 0:18:43and how can we go about making a claim?
0:18:43 > 0:18:47Who better to ask than a lawyer who specialises in litigation?
0:18:47 > 0:18:49Breach of contract means
0:18:49 > 0:18:52there's been a binding agreement between two people,
0:18:52 > 0:18:55that one of them hasn't performed that agreement
0:18:55 > 0:18:59and the other has suffered some loss and damage as a result.
0:18:59 > 0:19:05They're entitled to compensation to put them financially in the position in which they should have been.
0:19:05 > 0:19:10What about cases where the loss can't easily be measured in pounds and pence?
0:19:10 > 0:19:15Typically, courts are used to cases that are about financial loss,
0:19:15 > 0:19:21and it's fairly easy for a court to say this breach of contract has led to this financial loss,
0:19:21 > 0:19:23so there's the level of compensation.
0:19:23 > 0:19:30Where it gets more complicated is where the contract is for something less tangible,
0:19:30 > 0:19:32a special day, a special event,
0:19:32 > 0:19:38and then it's harder for the court to put breach of that contract into financial terms.
0:19:38 > 0:19:41But in recent years, things have begun to change.
0:19:41 > 0:19:46What has happened is the courts have got used to dealing with those sort of contracts
0:19:46 > 0:19:51which are all about the quality and the enjoyment of what's being sold.
0:19:51 > 0:19:56Holiday cases are a good example, and the courts have been able to award compensation
0:19:56 > 0:20:00where there's no financial loss, but somebody has really suffered
0:20:00 > 0:20:03and not got what they contracted to receive.
0:20:03 > 0:20:07Most people would far rather try and resolve a problem amicably
0:20:07 > 0:20:10without having the hassle of taking a company to court,
0:20:10 > 0:20:15so what's the best way to make a compensation claim direct with the firm at fault?
0:20:15 > 0:20:20My advice normally to them would be to make a claim to the business
0:20:20 > 0:20:24and to do it in a way that makes the business take them seriously.
0:20:24 > 0:20:29By that, I mean to put it in writing in a considered letter
0:20:29 > 0:20:32which, actually, when the business look at it, they think,
0:20:32 > 0:20:38"This consumer has probably taken advice, they probably know what they're doing.
0:20:38 > 0:20:42"I'd better treat him more seriously than I might otherwise."
0:20:42 > 0:20:46Any letter to a company should carefully detail what went wrong,
0:20:46 > 0:20:51how the contract was breached and should then explain what has been lost as a result.
0:20:51 > 0:20:56If the loss is hard to put into terms, then give an explanation in human terms
0:20:56 > 0:21:00of how you were upset, inconvenienced, lost out here,
0:21:00 > 0:21:08and then conclude whether therefore I believe I'm entitled to compensation or damages for breach
0:21:08 > 0:21:10and I look forward to your payment.
0:21:10 > 0:21:15If that doesn't work, you may feel you have no choice but to take it all the way to court.
0:21:15 > 0:21:21The onus is on the claimant in any court action. The onus is on the consumer.
0:21:21 > 0:21:27Where it's obvious financial loss, that's a fairly easy onus to discharge.
0:21:27 > 0:21:29You can produce your receipts, for example.
0:21:29 > 0:21:34Where what you're saying is, "I was really upset, let down,
0:21:34 > 0:21:37"my day was spoiled, my holiday was ruined,"
0:21:37 > 0:21:42then the onus very much is on the individual to explain in human terms
0:21:42 > 0:21:44how that worked, why it was,
0:21:44 > 0:21:48so you have to tell the story from your perspective.
0:21:48 > 0:21:50'Of course, with me on the case,
0:21:50 > 0:21:55'John and Vicky are hoping it won't come to anything so dramatic as court.
0:21:55 > 0:22:00'First National Coaches owner Richard Powell and I have been in contact over the last few days.
0:22:00 > 0:22:05'I couldn't get hold of him earlier, but he's now returned my call.'
0:22:05 > 0:22:08Hi, Richard. Thanks for calling me back.
0:22:08 > 0:22:15I need to ask you about what's gone wrong here and what you'll say to make sure it doesn't happen again.
0:22:15 > 0:22:17Yeah...
0:22:17 > 0:22:22'We discussed the cases in a bit more detail and Richard explains that, in both cases,
0:22:22 > 0:22:27'they weren't aware of what had happened until it was too late.
0:22:27 > 0:22:30'We move on to talking about compensation.
0:22:30 > 0:22:36'Richard has mentioned in an email that he is prepared to consider this and we talk about exact figures.'
0:22:36 > 0:22:38So, 150 to both couples, yeah?
0:22:38 > 0:22:45To both couples, to have a totally free coach to do another trip similar to what they had before.
0:22:45 > 0:22:49- Smashing. Thanks very much. - Thanks very much.- Bye-bye.
0:22:49 > 0:22:53'Richard has responded quickly to my emails and calls and, more importantly,
0:22:53 > 0:22:56'we've got a result on both cases.
0:22:56 > 0:23:01'In the case of the youth outing where the coach broke down and couldn't take the group anywhere,
0:23:01 > 0:23:05'First National Coaches say they will refund their booking fee
0:23:05 > 0:23:12'and they've also offered £150 in compensation and to provide a coach for another trip free of charge.
0:23:12 > 0:23:16'Not bad at all. But what about the couple who were let down on their wedding day?
0:23:17 > 0:23:22'Well, it's about time I caught up with John and Vicky to give them some news.'
0:23:25 > 0:23:30It's freezing cold today and John and Vicky have come all the way up to London to meet me,
0:23:30 > 0:23:36which I really appreciate, so I hope they'll be happy with the news I've got for them.
0:23:36 > 0:23:40'And it looks like they're here and waiting for me.'
0:23:40 > 0:23:44- Hi, John. Hi, Vicky. How are you both doing? Nice to see you again. - Nice to see you.
0:23:44 > 0:23:51OK, just give us a little reminder of the predicament you found yourselves in on your wedding day.
0:23:51 > 0:23:55That scenario would be bad enough if it was a school trip to the zoo,
0:23:55 > 0:23:59- but on your wedding day, you don't need that aggravation.- You don't.
0:23:59 > 0:24:02Things are fairly tense anyway and it just rose.
0:24:02 > 0:24:07I've never been married, but I imagine from the moment you get up, if you sleep at all,
0:24:07 > 0:24:12- there's a lot of things going through your brain. You don't need any hiccups.- No.
0:24:12 > 0:24:18- To start the day off, you don't need that.- The coach company responsible were...- First National Coaches.
0:24:18 > 0:24:23Communications - you've had a lack of it with Richard Powell and First National Coaches.
0:24:23 > 0:24:28- A distinct lack, yes.- How many times did you try to get your money back?
0:24:28 > 0:24:34I think communications started almost two days after the wedding, and there's been emails.
0:24:34 > 0:24:38Initially, they were quite polite, but they didn't address any questions.
0:24:38 > 0:24:41Registered letters have gone with nothing coming back the other way.
0:24:41 > 0:24:47They offered to refund the money, but that's not been forthcoming, and we've not heard anything.
0:24:47 > 0:24:52- You didn't get your coach and you've not had your money back, let alone any compensation.- No.
0:24:52 > 0:24:56- Or an explanation as to what went wrong.- Or an apology.- Absolutely.
0:24:56 > 0:25:01You should have had an explanation, an apology and your money back, minimum.
0:25:01 > 0:25:07'First National Coaches told us they did put a cheque in the post after the couple originally complained,
0:25:07 > 0:25:13'but John and Vicky never received it and the company admit they should have chased it up,
0:25:13 > 0:25:15'but I'm not here to focus on the past.'
0:25:15 > 0:25:20In fairness to First National Coaches and the person I spoke to, everybody was quite civil.
0:25:20 > 0:25:24Richard Powell runs the company. I got through to him quite quickly.
0:25:24 > 0:25:31He even offered me his mobile number just in case I had any problems, which is quite good, I like that.
0:25:31 > 0:25:33I didn't even have to ask for it.
0:25:33 > 0:25:37He didn't seem to be that aware of how bad the problem was,
0:25:37 > 0:25:41and he seemed to be quite concerned about what had happened,
0:25:41 > 0:25:46and what he would like to do initially is to give you back your £235 booking fee.
0:25:46 > 0:25:53- Good.- It's the least he can do. Had you pursued this any other way, you would always have got that back.
0:25:53 > 0:25:56You should have had it back immediately the coach didn't arrive
0:25:56 > 0:26:00with an apology and compensation and a box of chocolates or whatever!
0:26:00 > 0:26:06- He has posted a cheque to us. It should be here any day and we'll forward that on to you.- Thank you.
0:26:06 > 0:26:13By way of an apology, he would also like to give you £150 compensation to spend on whatever you want.
0:26:13 > 0:26:19It's a way of him just acknowledging the problem, saying sorry and, hopefully, putting things to bed.
0:26:19 > 0:26:21And also especially for you, Vicky,
0:26:21 > 0:26:26- he would like you to have these flowers as well. - Thank you. Thank you very much.
0:26:26 > 0:26:32- I hope they're to your liking. - They're lovely.- I've never known a lady not like a bunch of flowers.
0:26:32 > 0:26:36We asked First National Coaches to provide further comment.
0:26:36 > 0:26:40They told us that they do have their own coaches,
0:26:40 > 0:26:46but sometimes have to operate as an agent or broker and arrange coaches through other companies.
0:26:46 > 0:26:48They go on to say...
0:27:06 > 0:27:09Mr Powell told me they've brought in a new system
0:27:09 > 0:27:14where a phone number is given out to anybody booking a coach, a 24-hour, seven-day-a-week phone number,
0:27:14 > 0:27:18and should anybody find themselves in a similar situation to you,
0:27:18 > 0:27:22they can ring this number and one of the companies, they're all linked,
0:27:22 > 0:27:27- somebody will step in and supply a coach to get anybody out of any predicament.- Yeah.
0:27:27 > 0:27:31How do you feel about the result?
0:27:31 > 0:27:36I'm absolutely delighted that you've taken it up. I don't think we'd have heard from him again.
0:27:36 > 0:27:42I'm absolutely delighted that he's communicated with you and the money is forthcoming. Thank you very much.
0:27:42 > 0:27:46- Well done, Dom.- Thank you. - Good result.- Thank you. I like John.
0:27:46 > 0:27:49I can see why you married him!
0:27:49 > 0:27:52And I can see why you married Vicky as well! All the best.
0:27:52 > 0:27:55- Thank you.- Bye-bye.- Bye.
0:27:55 > 0:27:58To John and Vicky, it was never all about compensation.
0:27:58 > 0:28:01It was about the recognition of the problem and an apology.
0:28:01 > 0:28:05They got it. They got an apology, a bunch of flowers,
0:28:05 > 0:28:10£150 compensation and their money back. I think my job's done.
0:28:10 > 0:28:13'And my carriage awaits. Taxi!'
0:28:38 > 0:28:41Subtitles by Red Bee Media Ltd