0:00:02 > 0:00:06I'm Dominic Littlewood and I'm here to champion your consumer rights.
0:00:06 > 0:00:10In fact, taking companies to task has become my goal in life.
0:00:10 > 0:00:13Obviously, I'm not expecting you to comment on these,
0:00:13 > 0:00:16I'm going to get them over to you this afternoon.
0:00:16 > 0:00:17Any problem, no matter how big or small,
0:00:17 > 0:00:20I'll help you get the service you deserve.
0:00:20 > 0:00:22I was getting really frustrated
0:00:22 > 0:00:26and annoyed that I had been paying monthly instalments
0:00:26 > 0:00:30for them to repair my boiler and they weren't doing it.
0:00:30 > 0:00:33It might involve getting your money back.
0:00:33 > 0:00:36So it was like, I'm paying £120 for their mistake
0:00:36 > 0:00:38of sending me out the wrong item.
0:00:38 > 0:00:41Or taking on your contract conundrums.
0:00:41 > 0:00:45I think airlines would make themselves much easier to understand
0:00:45 > 0:00:48if they explained things in plain English to people.
0:00:48 > 0:00:51Whatever the issue, I'm here to help.
0:00:51 > 0:00:55Today, when the offer of a new outlook leaves you feeling
0:00:55 > 0:00:56less than happy.
0:00:56 > 0:00:59We wouldn't have been able to use the tilt function
0:00:59 > 0:01:03on our new windows, and therefore we would have
0:01:03 > 0:01:06been paying for an item and not being able to use them properly.
0:01:06 > 0:01:10The mystery of the disappearing money.
0:01:10 > 0:01:13They basically couldn't find any records of the account,
0:01:13 > 0:01:15said therefore they must have been closed
0:01:15 > 0:01:18and didn't really want anything more to do with it.
0:01:18 > 0:01:24And we give you the lowdown on how to deal with the dreaded debt collectors.
0:01:24 > 0:01:26You don't have to let them in your house.
0:01:26 > 0:01:29They can't come into your house, they can't take any goods.
0:01:29 > 0:01:32I'm tackling your consumer issues to make sure that you don't get done.
0:01:36 > 0:01:38New doors, windows, extensions...
0:01:38 > 0:01:43Us UK consumers spend £27 billion a year on home improvements,
0:01:43 > 0:01:47and trust me, there is a minefield of choices out there.
0:01:47 > 0:01:49So when someone knocks on your door
0:01:49 > 0:01:50and offers to spruce up your home for you,
0:01:50 > 0:01:54how do you know what they're offering is actually right for you?
0:01:54 > 0:01:57Charlotte Winter had home improvements on her mind
0:01:57 > 0:02:01when she bought her perfect home in the seaside town of Bognor Regis.
0:02:01 > 0:02:05The things that we liked about the house were the original features
0:02:05 > 0:02:10that were left there, including the sash-style windows.
0:02:10 > 0:02:16The nice features, and the fact there wasn't really anything
0:02:16 > 0:02:20that we had to do to the place, other than replace
0:02:20 > 0:02:24the original sash windows, because obviously they were timber,
0:02:24 > 0:02:27and not very insulating.
0:02:27 > 0:02:30She and partner Michael were open to ideas
0:02:30 > 0:02:34when a salesman from window and double glazing firm Safestyle UK
0:02:34 > 0:02:36happened to pass by their house.
0:02:36 > 0:02:39Michael and myself were out the front of the house,
0:02:39 > 0:02:44sort of trimming the hedge and what have you,
0:02:44 > 0:02:50and whilst we were out there a chap arrived at the gate
0:02:50 > 0:02:52and started asking questions and saying,
0:02:52 > 0:02:56"Ooh, would you like some new windows?" etc.
0:02:56 > 0:02:59We sort of said, "Well, eventually, yes,
0:02:59 > 0:03:02"but not now. We will be looking into it."
0:03:02 > 0:03:07And then continued to talk us round
0:03:07 > 0:03:12into agreeing to have someone come round and just give us a quote.
0:03:12 > 0:03:14When the sales rep arrived the next day,
0:03:14 > 0:03:17the couple were very particular about what they wanted.
0:03:17 > 0:03:19We'd like sash replacements.
0:03:19 > 0:03:23we don't want imitation looking ones.
0:03:23 > 0:03:26If we're going to do it, we're going to do it properly.
0:03:26 > 0:03:28Within keeping of the style of the property,
0:03:28 > 0:03:31because that's one of the features that we liked.
0:03:31 > 0:03:33But they had one key requirement.
0:03:33 > 0:03:37That they'd be able to keep their plantation-style shutters with the new windows.
0:03:37 > 0:03:41When the rep came round the first time,
0:03:41 > 0:03:45he verbally agreed with us that, "Right, OK,"
0:03:45 > 0:03:48an acknowledgement that that was what we wanted.
0:03:48 > 0:03:51And this was reiterated to Safestyle a few weeks later.
0:03:51 > 0:03:55They sent out a surveyor to measure up
0:03:55 > 0:04:00and he was again told by Michael, my partner,
0:04:00 > 0:04:07that these shutters, we wanted them to go back up
0:04:07 > 0:04:12once the new windows were put in, so he again was verbally told about it.
0:04:12 > 0:04:15Nobody seemed to say that there would be a problem.
0:04:15 > 0:04:17Happy that she'd get new bay windows
0:04:17 > 0:04:21and get to keep the plantation shutters, Charlotte signed up
0:04:21 > 0:04:24to the £4,600 contract, but it wasn't long
0:04:24 > 0:04:27before things started to go wrong.
0:04:27 > 0:04:29The two fitters arrived.
0:04:29 > 0:04:33The first thing they said when they opened the door was, "We have a problem."
0:04:33 > 0:04:36Between the two of them, they couldn't even lift it off the van,
0:04:36 > 0:04:40so that was day one.
0:04:40 > 0:04:44And yeah, alarm bells started.
0:04:44 > 0:04:48And problems with the installations wasn't the only set back.
0:04:48 > 0:04:50Michael phoned me at work and said,
0:04:50 > 0:04:54"We have a problem with the windows and the shutters."
0:04:54 > 0:04:57A feature of the sash windows was not only that they move
0:04:57 > 0:05:01up and down but they tilted, allowing for ease of cleaning,
0:05:01 > 0:05:03but the couple's shutters were too big to fit
0:05:03 > 0:05:05and allow the windows to tilt.
0:05:05 > 0:05:06Right from day one,
0:05:06 > 0:05:10that was one of the features that we liked about the house.
0:05:10 > 0:05:14To have these new windows put up and then not be able to have them,
0:05:14 > 0:05:17was just gutting.
0:05:17 > 0:05:19Absolutely.
0:05:19 > 0:05:24After it was made apparent that the shutter frame wouldn't fit,
0:05:24 > 0:05:29the fitter then suggested that he took part of it with him
0:05:29 > 0:05:35to see if there was anybody he knew or he could adapt them
0:05:35 > 0:05:38so that they could fit to the new window frame
0:05:38 > 0:05:41before completing the job.
0:05:41 > 0:05:43That was the last we heard from him.
0:05:43 > 0:05:47Not only that, but they also had lots of snagging issues.
0:05:47 > 0:05:51The job wasn't finished, there was no architrave, no windowsills in,
0:05:51 > 0:05:53there was foam filler and holes.
0:05:53 > 0:05:57There was brickwork missing at the front of the house.
0:05:57 > 0:06:00You could actually put your hand through the brickwork
0:06:00 > 0:06:04and up through and touch the windowsill on the inside.
0:06:04 > 0:06:07It wasn't until a couple of months later
0:06:07 > 0:06:11that we actually managed to get out a remedial works team
0:06:11 > 0:06:14to come and actually finish the job off.
0:06:14 > 0:06:18Eight months on and the couple still want the windows inspected,
0:06:18 > 0:06:21as there's a slight draft, they creak when opened,
0:06:21 > 0:06:25and what's more, there's still no shutters as they are waiting
0:06:25 > 0:06:28to see if they can be adjusted to fit around her new windows.
0:06:28 > 0:06:34I contacted Dom because I didn't feel that we were getting anywhere.
0:06:37 > 0:06:41The Office of Fair Trading states there are around
0:06:41 > 0:06:4515,000 customer complaints per year about new windows and double glazing
0:06:45 > 0:06:49supplied and fitted by companies the length and breadth of the UK.
0:06:49 > 0:06:52As a company, Safestyle UK is the largest retailer
0:06:52 > 0:06:56and manufacturer of uPVC windows and doors for the homeowner
0:06:56 > 0:07:00replacement market, and even floats on the London stock market.
0:07:00 > 0:07:04It's been trading for 20 years and has ten installation depots
0:07:04 > 0:07:08across England and Wales, and install windows and doors
0:07:08 > 0:07:11worth over £100 million on domestic properties each year.
0:07:11 > 0:07:14Well, I'm now dealing with one of those customers
0:07:14 > 0:07:17so I've sent them an e-mail outlining Charlotte's concerns
0:07:17 > 0:07:19and asking them what they're going to do about it.
0:07:19 > 0:07:22Charlotte was promised her shutters could be installed
0:07:22 > 0:07:26after her windows were replaced, so I want to know what happened
0:07:26 > 0:07:30and also what they're doing about her outstanding snagging issues.
0:07:32 > 0:07:35Hopefully we'll hear something soon, as I've also sent them
0:07:35 > 0:07:37details of another disgruntled customer,
0:07:37 > 0:07:40and it's looking like I've some investigation to do.
0:07:50 > 0:07:54With almost nine million Britons classed as being in serious financial trouble,
0:07:54 > 0:07:59it's no surprise the number of debt collection agencies has risen,
0:07:59 > 0:08:02with almost £60 billion of unpaid consumer debt
0:08:02 > 0:08:04being passed on to them every year.
0:08:04 > 0:08:07I'm lucky enough never to have had a knock on the door
0:08:07 > 0:08:10and found a debt collector on the other side of it
0:08:10 > 0:08:14chasing up unpaid bills, but sadly that's not the case for all of you.
0:08:14 > 0:08:18Whether it's disputing a bill or being unable to pay up,
0:08:18 > 0:08:21I hear from lots of you telling me about the demands for money
0:08:21 > 0:08:23landing on your doorstep.
0:08:23 > 0:08:27And even worse, the threat of the debt collectors or bailiffs.
0:08:27 > 0:08:30But how many of you would know what to do if debt collectors
0:08:30 > 0:08:32or bailiffs turn up at your door?
0:08:32 > 0:08:35If you've not paid your bills, they're coming in.
0:08:35 > 0:08:38If you're already in the property, a bailiff cannot then
0:08:38 > 0:08:41force their way into your property, but if you are not home,
0:08:41 > 0:08:43then they can make their way in.
0:08:43 > 0:08:46Many of you believe that bailiffs have the right of entry
0:08:46 > 0:08:48but can they seize property?
0:08:48 > 0:08:53A bailiff enforces court orders, so a right of possession, repossession.
0:08:53 > 0:08:58He therefore has the right to repossess a car...
0:08:58 > 0:09:00I've never had dealings with a bailiff,
0:09:00 > 0:09:02but I believe they're supposed to leave the bed, aren't they?
0:09:02 > 0:09:06It's important to know what to do if you do get an unwelcome visit.
0:09:06 > 0:09:09The Citizens Advice Bureau help members of the public every day
0:09:09 > 0:09:11who are facing debt worries,
0:09:11 > 0:09:14and they certainly know what your rights are.
0:09:14 > 0:09:18If a debt collector comes round, they have no rights whatsoever.
0:09:18 > 0:09:21I mean, you don't have to let them in your house,
0:09:21 > 0:09:24they can't come into your house, they can't take any goods.
0:09:24 > 0:09:27A bailiff is different in that they're usually operating
0:09:27 > 0:09:30under a warrant from the court, so if they are allowed access
0:09:30 > 0:09:33to your property, they can possibly levy on goods
0:09:33 > 0:09:36that you own and possibly take the goods.
0:09:36 > 0:09:40Well, Vince contacted me about his council tax arrears
0:09:40 > 0:09:43and a visit he had from a bailiff.
0:09:43 > 0:09:46He arranged a repayment plan and paid it off,
0:09:46 > 0:09:50but then he got a knock on the door from another bailiff,
0:09:50 > 0:09:53this time because he owed money for bailiff fees!
0:09:53 > 0:09:56And sadly, that's something you've got to take into account.
0:09:56 > 0:10:00Bailiffs, their fees are laid down by legislation in the majority of cases,
0:10:00 > 0:10:04and it will tell you what stage they can add what fees.
0:10:04 > 0:10:09But legislation recently changed and those fees have gone up.
0:10:10 > 0:10:12With the new proposed legislation,
0:10:12 > 0:10:15they'll be able to charge £75 for receiving the warrant
0:10:15 > 0:10:18and a further £235 for the first visit,
0:10:18 > 0:10:21so that will be £310.
0:10:21 > 0:10:25That's an expensive added extra if you've got yourself into debt.
0:10:25 > 0:10:29But there are also regulations which have just come into force
0:10:29 > 0:10:31in April 2014, and these include a ban on bailiffs
0:10:31 > 0:10:35entering homes at night, when only children are present
0:10:35 > 0:10:38and from using physical force against debtors.
0:10:38 > 0:10:41They will also have to give seven days' notice before taking
0:10:41 > 0:10:45possessions, unless they have specific permission from a court
0:10:45 > 0:10:49and will be prevented from taking essentials such as washing machines.
0:10:49 > 0:10:51That's good to bear in mind but it doesn't help
0:10:51 > 0:10:54if you don't think you owe them money.
0:10:54 > 0:10:57I've had several e-mails from people who are adamant
0:10:57 > 0:11:00they don't owe what they've being chased for.
0:11:00 > 0:11:03If you don't believe you owe the money, then the first thing to do
0:11:03 > 0:11:07would be to contact the creditor and explain why you don't owe the money.
0:11:07 > 0:11:10If you can then resolve that, again,
0:11:10 > 0:11:12you have organisations you can take complaints to.
0:11:12 > 0:11:16For example, the Financial Ombudsman Service will deal with complaints.
0:11:16 > 0:11:20None of us want to get into debt, but times are tough
0:11:20 > 0:11:24and there are options if you cannot afford to repay the money.
0:11:24 > 0:11:27If you owe the money but can't afford the repayments,
0:11:27 > 0:11:31we would always advise you to contact the creditor in the first instance
0:11:31 > 0:11:33to see if you can come up with a repayment plan
0:11:33 > 0:11:34which the creditor would accept.
0:11:34 > 0:11:36If you're having problems with that,
0:11:36 > 0:11:39we'd advise you to go to an advice agency and seek help.
0:11:39 > 0:11:44And they can hopefully negotiate for you a repayment plan you can afford.
0:11:44 > 0:11:46And if your debts spiral
0:11:46 > 0:11:49and you really cannot pay your creditors,
0:11:49 > 0:11:51there are still some measures you can take.
0:11:51 > 0:11:54If a person is in so much debt that they can't control it
0:11:54 > 0:11:58and they want to take a formal option, there are four of them.
0:11:58 > 0:12:00There's an administration order,
0:12:00 > 0:12:01where you owe less than £5,000
0:12:01 > 0:12:04and one of your debts is a County Court Judgement.
0:12:04 > 0:12:09There's a debt relief order, where your debts are below £15,000
0:12:09 > 0:12:12and you don't have assets valued over £300,
0:12:12 > 0:12:15or spare income of over £50 a month.
0:12:15 > 0:12:17There's an individual voluntary arrangement.
0:12:17 > 0:12:21This is where you've got available income of, say, £200,
0:12:21 > 0:12:23£300 a month and you want to protect an asset.
0:12:23 > 0:12:25And then there's bankruptcy.
0:12:25 > 0:12:28Although there are options out there for you,
0:12:28 > 0:12:31the best thing would be to ensure you don't get into
0:12:31 > 0:12:33financial trouble in the first place.
0:12:33 > 0:12:36Before you borrow money, draw up a financial statement,
0:12:36 > 0:12:40a budget sheet, check you can afford to repay the money.
0:12:40 > 0:12:41So there you have it.
0:12:41 > 0:12:45Know what you owe, and take this advice, so you don't get done.
0:12:50 > 0:12:51I've been looking into a complaint
0:12:51 > 0:12:55from Charlotte and Michael Winter about their new windows.
0:12:55 > 0:12:58They're unhappy with the finish of the windows and,
0:12:58 > 0:12:59contrary to their promises,
0:12:59 > 0:13:02Safestyle has been unable to refit her plantation shutters.
0:13:02 > 0:13:06Before my involvement, they had sent her a cheque for £1,500
0:13:06 > 0:13:11to replace the shutters, but she has not been able to do that yet
0:13:11 > 0:13:13and is still waiting for another company to see if her shutters
0:13:13 > 0:13:16can be adjusted to fit around her windows.
0:13:16 > 0:13:21There is no way, really, that we could have adapted the framework
0:13:21 > 0:13:27to fit, because the dimensions were completely different.
0:13:27 > 0:13:30You know, shutters are made-to-measure.
0:13:30 > 0:13:33Well, the Winters aren't the only unhappy customers
0:13:33 > 0:13:37because I've been contacted by Paul, who complained to Safestyle
0:13:37 > 0:13:40after his father-in-law Eric signed up to new windows.
0:13:40 > 0:13:44Eric needed this window changing because the seals
0:13:44 > 0:13:48around the window had gone, and there was condensation in there.
0:13:48 > 0:13:52And the draught-proofing on there was virtually nonexistent
0:13:52 > 0:13:55and rotting away, so it was literally hanging on by a thread.
0:13:55 > 0:14:00Eric has lived in the house for 35 years with his wife, Wendy.
0:14:00 > 0:14:02He's already had new patio doors installed
0:14:02 > 0:14:05ten years previously by Safestyle,
0:14:05 > 0:14:09so had no concerns about inviting a sales rep in when he called round.
0:14:09 > 0:14:11I said, yes,
0:14:11 > 0:14:13I could do with a bathroom window.
0:14:13 > 0:14:18He said, "I'll send somebody round to see you, then."
0:14:18 > 0:14:21But when the surveyor arrived the next day,
0:14:21 > 0:14:24he pointed out to Eric he thought his current bay windows
0:14:24 > 0:14:26were cold and draughty, and that there was a chance
0:14:26 > 0:14:29they could be easily removed in a break-in.
0:14:29 > 0:14:31When Paul found out, he wasn't convinced
0:14:31 > 0:14:33these extra windows were actually necessary.
0:14:33 > 0:14:37Yes, they are old. Yes, they may be a little inefficient.
0:14:37 > 0:14:39But they are double glazing, they're not single.
0:14:39 > 0:14:42They do a job, they keep the weather out, and they keep the draughts out.
0:14:42 > 0:14:45They're not leaking, the seals haven't gone on them,
0:14:45 > 0:14:47it's perfectly serviceable.
0:14:47 > 0:14:51We don't disagree that the one window that we asked for
0:14:51 > 0:14:53in the first place - in the bathroom -
0:14:53 > 0:14:56needed doing, because it was leaking.
0:14:56 > 0:14:59But by this time, Eric had gone ahead
0:14:59 > 0:15:02and agreed to the order for £4,800-worth of replacement windows
0:15:02 > 0:15:05for the bay, the bathroom and the landing.
0:15:05 > 0:15:09However, Paul felt his father-in-law should have got more quotes
0:15:09 > 0:15:13before agreeing to such a sizeable order.
0:15:13 > 0:15:16I did do a bit of research with local companies
0:15:16 > 0:15:19as to what pricing would be on the windows. I managed to
0:15:19 > 0:15:25get a quote, from a local dealer, of £270 to fit the bathroom window.
0:15:25 > 0:15:29You're probably looking, er, six windows -
0:15:29 > 0:15:341,500, 2,000, 2,200, tops, for all the windows.
0:15:34 > 0:15:36But again, the front bay wasn't required,
0:15:36 > 0:15:38it's just the one window we wanted.
0:15:38 > 0:15:41It was a week since Eric had signed an agreement,
0:15:41 > 0:15:42so Paul told him to cancel
0:15:42 > 0:15:45and thought it would be a simple conversation.
0:15:45 > 0:15:47He was sorely mistaken.
0:15:47 > 0:15:51They did say that he was out of the seven-day cooling-off period.
0:15:51 > 0:15:54The phone call went on to say that...
0:15:54 > 0:15:56the windows are being fitted,
0:15:56 > 0:16:00they will be done, and the price is...
0:16:00 > 0:16:02And they gave him another price.
0:16:02 > 0:16:08Eric agreed to go ahead at the discounted price of £2,400
0:16:08 > 0:16:10So at this stage, Paul took matters into his own hands
0:16:10 > 0:16:13and took up the case against Safestyle. But eight months on,
0:16:13 > 0:16:16and while the company has agreed not to fit the windows,
0:16:16 > 0:16:19they are still chasing Eric for the cost of them.
0:16:19 > 0:16:24I hope Dom can get to a point where it's null and void.
0:16:24 > 0:16:29We don't want the windows, we don't want to deal with Safestyle,
0:16:29 > 0:16:31we just want it to all go away.
0:16:31 > 0:16:34Even to the point that it's just "End of."
0:16:39 > 0:16:42I've put both cases to Safestyle's Rick Short and he's told me -
0:16:42 > 0:16:44as far as Charlotte is concerned,
0:16:44 > 0:16:46they've already sent her a cheque
0:16:46 > 0:16:48to cover for a replacement for new shutters,
0:16:48 > 0:16:50and they're going to send round an engineer
0:16:50 > 0:16:52to have a look at her windows next week.
0:16:52 > 0:16:54So I'll give them a call back then.
0:16:54 > 0:16:57And as far as Eric is concerned, Rick Short tells me
0:16:57 > 0:17:00that his original presentation was on February 5th,
0:17:00 > 0:17:03and that's when he entered into a contract.
0:17:03 > 0:17:07He tells me Eric didn't cancel until February 12th, day eight,
0:17:07 > 0:17:10and they'd already started to manufacture the windows,
0:17:10 > 0:17:12therefore, he has to pay.
0:17:12 > 0:17:14But I said, hang on a second,
0:17:14 > 0:17:16that visit was late on a Sunday evening,
0:17:16 > 0:17:19so Eric wouldn't have been able to cancel a contract
0:17:19 > 0:17:21until the following day anyhow.
0:17:21 > 0:17:24So surely that's when his cancellation period should have started?
0:17:24 > 0:17:26Now, of course, that's my opinion.
0:17:26 > 0:17:29Let's see what the law of the land says.
0:17:30 > 0:17:34The thing about both cases is, neither Eric nor Charlotte
0:17:34 > 0:17:36went into a shop to buy their windows
0:17:36 > 0:17:39and both were approached on their own doorstep by sales reps,
0:17:39 > 0:17:43and when that happens, you are covered by very specific rights.
0:17:43 > 0:17:48Today, I've come to meet lawyer Kevin Porter.
0:17:50 > 0:17:52Kevin, are door-to-door salespeople regulated?
0:17:52 > 0:17:54There is protections provided.
0:17:54 > 0:17:57They are called the Consumer Protection Cancellation of Contracts
0:17:57 > 0:18:00Concluded Away From Business Premises Regulations, 1987.
0:18:00 > 0:18:02And all that really means is that
0:18:02 > 0:18:04you're protected from misrepresentations
0:18:04 > 0:18:05and misleading information,
0:18:05 > 0:18:08and basically being told things which aren't true.
0:18:08 > 0:18:12And the regulations cover specific time frames for cancellations.
0:18:12 > 0:18:14Usually, if there is an agreement being signed, there is
0:18:14 > 0:18:16this cooling-off period. Typically, in seven days.
0:18:16 > 0:18:19And that's usually the time that you need to think about things
0:18:19 > 0:18:23and to assess, and to check you've got the funds in the bank.
0:18:23 > 0:18:26And make sure you cancel the agreement in writing, presumably?
0:18:26 > 0:18:29That's right. E-mails, letters, even faxes,
0:18:29 > 0:18:32if you want to, get something in writing.
0:18:32 > 0:18:35And keep a copy of it yourself. That's the other tip.
0:18:35 > 0:18:38'OK, time to get down to the facts.
0:18:38 > 0:18:41'Like when that cooling-off period starts.'
0:18:41 > 0:18:45- The seven days starts...- I was just going to ask you that, right.
0:18:45 > 0:18:48The seven days starts on the day that you sign that agreement.
0:18:48 > 0:18:51- Regardless of what time? - Regardless of what time.
0:18:51 > 0:18:54So it's seven days inclusive of that date.
0:18:54 > 0:18:57In Eric's case, he signed at 8pm one evening.
0:18:57 > 0:19:02He tried to cancel the equivalent of a week the next day.
0:19:02 > 0:19:04- Right.- He's actually gone over?- Yes.
0:19:04 > 0:19:06In terms of the statutory protections,
0:19:06 > 0:19:08then it's over the time.
0:19:08 > 0:19:10Unless there was something separate in the contracts.
0:19:10 > 0:19:12Surely it needs to be implemented
0:19:12 > 0:19:16from the morning of the next day, so it's seven clear days?
0:19:16 > 0:19:18Yes, and there is a lot of confusion about that.
0:19:18 > 0:19:21So make sure you are aware, read the small print.
0:19:21 > 0:19:23Again, it seems like common sense,
0:19:23 > 0:19:26- but do read what you're signing up to.- Great advice, Kevin.
0:19:26 > 0:19:28I'll be honest, as you're a solicitor,
0:19:28 > 0:19:30I'm going to go before you start invoicing me for your time!
0:19:30 > 0:19:33- That sounds good to me. Thank you.- Thanks a lot.
0:19:33 > 0:19:35So it seems as though day one of Eric's cancellation period
0:19:35 > 0:19:39did start on the day he signed, even though it was late at night.
0:19:39 > 0:19:42That's a good piece of information for us all.
0:19:42 > 0:19:45But despite that, I think Safestyle is wrong to refuse his rejection
0:19:45 > 0:19:47and I'll be putting that to them
0:19:47 > 0:19:49when I get a chance to speak to them. In the meantime,
0:19:49 > 0:19:51I've heard from Charlotte.
0:19:51 > 0:19:53She's told me Safestyle has been out to see her
0:19:53 > 0:19:56and the windows are not creaking any more.
0:19:56 > 0:20:00Ding-dong! However, the shutters are still a problem.
0:20:00 > 0:20:03So if I move this...
0:20:07 > 0:20:13..and we open the window like this, it tilts open like this.
0:20:13 > 0:20:15And the top one does the same,
0:20:15 > 0:20:20and this is meant to be for ease of cleaning, and what have you.
0:20:20 > 0:20:24But because of the frame size that's required for the shutters,
0:20:24 > 0:20:27we wouldn't have been able to do that.
0:20:27 > 0:20:29Charlotte has been told that her original shutters
0:20:29 > 0:20:32cannot be adjusted to fit around Safestyle's windows,
0:20:32 > 0:20:36and so she's going to have to get custom-made ones to fit.
0:20:36 > 0:20:39She has spoken to another company who can offer her new shutters
0:20:39 > 0:20:43for around £2,000. But before she agrees to that,
0:20:43 > 0:20:45she wants to get an independent expert
0:20:45 > 0:20:47to ensure her windows are sound.
0:20:47 > 0:20:51- Hello.- Hello, Mrs Winter. Jonathan Burley. Surveyor.- Hello, come in.
0:20:51 > 0:20:52Today, Jonathan Burley,
0:20:52 > 0:20:55an independent structural engineer, is taking a look.
0:20:55 > 0:20:57I want to know that the windows
0:20:57 > 0:21:01are fitted safely and securely,
0:21:01 > 0:21:04and that we're not going to incur any other problems.
0:21:04 > 0:21:10Jonathan undertakes a thorough inspection of Safestyle's work.
0:21:10 > 0:21:14It looks like this angle on the bay here
0:21:14 > 0:21:16has been dislodged by the window movement.
0:21:16 > 0:21:21- You can see that because underneath the tile, it's dropped...- Right.
0:21:21 > 0:21:24- ..by about half an inch.- Yes.
0:21:24 > 0:21:27Now, have you had any problems with draughts, or water ingress
0:21:27 > 0:21:31through the windows at all since they've been fitted?
0:21:31 > 0:21:35Not water, but we did with draughts up until about two weeks ago.
0:21:35 > 0:21:38Hopefully, that problem was fixed.
0:21:38 > 0:21:41The sill is welded, which all looks good.
0:21:41 > 0:21:45That just about sums up the ground floor windows.
0:21:45 > 0:21:49After a quick look round upstairs, Jonathan has his verdict.
0:21:49 > 0:21:53Overall, the windows are fit for purpose, in my view.
0:21:53 > 0:21:57There are one or two finishing details which need to be
0:21:57 > 0:22:01addressed by the company before you make final payment.
0:22:01 > 0:22:06- OK. That's brilliant. I mean, that was our main concern.- Yes.
0:22:06 > 0:22:09And if there are just those little points to go over
0:22:09 > 0:22:13and nothing else, then that's what we wanted to know.
0:22:13 > 0:22:14- Thank you.- Yes.
0:22:14 > 0:22:19It's good news for Charlotte. Her windows are up to scratch.
0:22:19 > 0:22:21So now, it's just the issue of new shutters
0:22:21 > 0:22:24that I need to broach with Safestyle.
0:22:24 > 0:22:27But there's a few things I want to check out first.
0:22:27 > 0:22:29If Charlotte and Eric had done some research
0:22:29 > 0:22:31into this multibillion pound industry,
0:22:31 > 0:22:33shopped around and asked some questions,
0:22:33 > 0:22:36could they have avoided all this stress?
0:22:36 > 0:22:38What should consumers be doing
0:22:38 > 0:22:41to ensure what they're getting is right for them?
0:22:42 > 0:22:46The Glass and Glazing Federation is a trade association
0:22:46 > 0:22:48which vets its members within the industry,
0:22:48 > 0:22:51and customer complaint is one area it deals with.
0:22:51 > 0:22:53We'd be looking at
0:22:53 > 0:22:56maybe 100 complaints in the year.
0:22:56 > 0:23:00It is a very low number compared to the number of installations a year,
0:23:00 > 0:23:05which shows that the vast majority of installations do go correctly.
0:23:05 > 0:23:10And the federation runs a conciliation and arbitration process
0:23:10 > 0:23:12should a customer have an ongoing complaint
0:23:12 > 0:23:14against one of its members.
0:23:14 > 0:23:17But if, as consumers, we do our homework before we buy,
0:23:17 > 0:23:19perhaps we can avoid getting into a situation
0:23:19 > 0:23:21like Eric and Paul did,
0:23:21 > 0:23:25where they ended up ordering more than they had originally planned.
0:23:25 > 0:23:27When Eric started the ball rolling,
0:23:27 > 0:23:32in his wildest imagination did he not think that he was going to end up
0:23:32 > 0:23:37being sold a bay window and another window on top of this.
0:23:37 > 0:23:39I would suggest you follow the GGF recommendation
0:23:39 > 0:23:42of getting several quotations.
0:23:42 > 0:23:46You can compare their products, and then buy with confidence.
0:23:46 > 0:23:47That's always good advice
0:23:47 > 0:23:50whenever you're shopping for home improvements,
0:23:50 > 0:23:53and getting a separate survey is another good idea.
0:23:53 > 0:23:55Within the glass and glazing industry,
0:23:55 > 0:24:00there's several stages of the sales and installation process.
0:24:00 > 0:24:03Part of those are, you could have a sales visit,
0:24:03 > 0:24:05then you'd have a technical survey.
0:24:05 > 0:24:09Often the technical survey will be doing the accurate measurement,
0:24:09 > 0:24:12checking for structural... of the building
0:24:12 > 0:24:16to ensure that it's safe to put those windows in.
0:24:16 > 0:24:19If the consumer were to say, "I don't want the windows,"
0:24:19 > 0:24:23you'd then just be paying for that extra survey
0:24:23 > 0:24:25to show what is required.
0:24:25 > 0:24:27And if you have a special requirement,
0:24:27 > 0:24:29such as Charlotte and her shutters,
0:24:29 > 0:24:32it's important you make them known to the sales rep
0:24:32 > 0:24:33to avoid disappointment.
0:24:33 > 0:24:37We lift this up...to here.
0:24:39 > 0:24:44And you can quite clearly see that
0:24:44 > 0:24:48this is the difference in the size at the sides,
0:24:48 > 0:24:51and so that comes right across the window here,
0:24:51 > 0:24:56so we wouldn't be able to tilt it and, you know, open it.
0:24:56 > 0:25:02If a consumer wants some specific feature or specific service,
0:25:02 > 0:25:05you should make sure that is within the contract.
0:25:05 > 0:25:08If that isn't the case for any other the work,
0:25:08 > 0:25:10it doesn't necessarily have to be honoured.
0:25:10 > 0:25:13Well, I've looked all over Charlotte's contract,
0:25:13 > 0:25:15and there's no mention of the shutters.
0:25:15 > 0:25:17But I know from Safestyle's e-mail to me,
0:25:17 > 0:25:20they have acknowledged that the shutters were discussed.
0:25:20 > 0:25:23So I think it's time to see if we can make a move
0:25:23 > 0:25:25towards resolving these complaints.
0:25:28 > 0:25:30Safestyle. Right.
0:25:30 > 0:25:33Now, I've not actually managed to speak to them yet on the phone,
0:25:33 > 0:25:36but there has been a little bit of backward and forward with e-mails.
0:25:36 > 0:25:38So I'm quite looking forward to this first call,
0:25:38 > 0:25:41just to get an idea of what they're like,
0:25:41 > 0:25:44and the person we've been e-mailing is Richard.
0:25:44 > 0:25:49So, let's see what he's like as a customer services manager.
0:25:54 > 0:25:56Hello, Richard. Yes, thanks. Thanks for taking the call.
0:25:56 > 0:25:59I know you were engaged just a second ago.
0:25:59 > 0:26:02Richard, I just wanted to speak to you about a couple of cases
0:26:02 > 0:26:03which we brought to your attention.
0:26:03 > 0:26:05I know you're aware of them at the moment...
0:26:05 > 0:26:09'Richard starts off by reiterating that as far as they are concerned,
0:26:09 > 0:26:12'Eric cancelled outside of his cooling-off period.'
0:26:12 > 0:26:15Are you telling me that you've served Eric
0:26:15 > 0:26:18with notification of his rights to cancel that evening,
0:26:18 > 0:26:19when he signed a contract?
0:26:19 > 0:26:20'That's right, yes.'
0:26:20 > 0:26:23Richard confirms that was the case,
0:26:23 > 0:26:26but he says he is keen to resolve matters for Eric.
0:26:26 > 0:26:28Time to discuss Charlotte's shutters.
0:26:28 > 0:26:31I don't even... I don't believe you're aware at this point,
0:26:31 > 0:26:33at the moment, but they're even saying now
0:26:33 > 0:26:35that they had to do more modifications
0:26:35 > 0:26:38and they're talking about having to replace all the blinds,
0:26:38 > 0:26:39which is going to be £2,500.
0:26:39 > 0:26:42Something about the post not being strong enough, I think,
0:26:42 > 0:26:44to take the weight of the blinds.
0:26:44 > 0:26:47Richard says he'll look into what they can offer Charlotte.
0:26:47 > 0:26:49Richard, thanks ever so much for your time.
0:26:49 > 0:26:50I appreciate you taking the call.
0:26:50 > 0:26:53- 'That's no problem. Thank you very much.'- And you. Bye-bye, then.
0:26:53 > 0:26:55- 'Speak to you again. Cheers.' - Bye-bye.
0:26:55 > 0:26:58It's clear from talking to Richard that he is keen to resolve
0:26:58 > 0:27:01both cases, and he'll be making a full offer in writing soon.
0:27:06 > 0:27:08Right from a young age, we're being told,
0:27:08 > 0:27:10put some savings away for a rainy day,
0:27:10 > 0:27:14and it's pretty good advice. But I've heard from some of you
0:27:14 > 0:27:17whose little nest egg has disappeared without a trace.
0:27:17 > 0:27:20Such as Dan Laffoley,
0:27:20 > 0:27:23who's been battling to trace his lost inheritance.
0:27:23 > 0:27:26My grandmother died when I was very young.
0:27:26 > 0:27:30I was only eight years old, and my brother was ten,
0:27:30 > 0:27:33and we lived in Jersey, and she lived in Lincolnshire,
0:27:33 > 0:27:35so we only saw her from time to time.
0:27:35 > 0:27:38But it wasn't until recently that Dan discovered
0:27:38 > 0:27:42his grandmother had left him and his brother a legacy.
0:27:42 > 0:27:46So it must have been in the autumn of 2011
0:27:46 > 0:27:50that a solicitor's contacted me on e-mail, saying,
0:27:50 > 0:27:53"Do you have any connection to Jersey?"
0:27:53 > 0:27:57And I was quite clearly suspicious about this,
0:27:57 > 0:27:59and we to'd and fro'd for a while
0:27:59 > 0:28:03until we had the conversation about what they wanted to talk to me about.
0:28:03 > 0:28:05And that was about some money that had been set aside
0:28:05 > 0:28:08in an account four decades ago.
0:28:08 > 0:28:14When my grandmother had died, back in 1972, as part of the will,
0:28:14 > 0:28:16she'd left £100 to me and my brother
0:28:16 > 0:28:19in these Bradford & Bingley passbooks.
0:28:19 > 0:28:23And it was quite emotional, because it wasn't just about the money.
0:28:23 > 0:28:28It was £100, but in modern day money, that's probably 1,000 or so.
0:28:28 > 0:28:32So this is the kind of last connection in a way between myself
0:28:32 > 0:28:35and my grandmother, and the wish that she had for my brother as well.
0:28:35 > 0:28:38Sadly, this news was even more poignant for Dan,
0:28:38 > 0:28:41as his brother had died a few years before.
0:28:41 > 0:28:44Dan's grandmother had set up the two accounts
0:28:44 > 0:28:47and left the paperwork in the care of her solicitors.
0:28:47 > 0:28:53The passbooks had been in the vaults since probably the summer of 1972.
0:28:53 > 0:28:55Clearly, hadn't been touched,
0:28:55 > 0:28:59and I think it was only when they were clearing through old records
0:28:59 > 0:29:02in their vault that they came across them,
0:29:02 > 0:29:05and were probably quite horrified that there were still
0:29:05 > 0:29:10two open bank books in their vaults, which is when they contacted us.
0:29:10 > 0:29:12And it wasn't long before Dan had the passbooks
0:29:12 > 0:29:15and decided to access the money.
0:29:15 > 0:29:17The passbooks were with Bradford & Bingley,
0:29:17 > 0:29:20one of the several building societies which was taken over
0:29:20 > 0:29:24by Santander in September 2008.
0:29:24 > 0:29:27So once I had the passbooks in my hand, I thought, "Well,
0:29:27 > 0:29:30"let's go into Santander. This must be fairly straightforward."
0:29:30 > 0:29:32After discussions in the branch, they said, no,
0:29:32 > 0:29:36they had a special team who could almost certainly help,
0:29:36 > 0:29:38and they then put me in touch with them.
0:29:38 > 0:29:42So, easy. Or so it seemed at first.
0:29:42 > 0:29:46Once we were in discussions with Santander,
0:29:46 > 0:29:48we then started corresponding with them,
0:29:48 > 0:29:51and it became rapidly clear
0:29:51 > 0:29:55that they didn't really know anything about these accounts.
0:29:55 > 0:29:58They said they couldn't find any record.
0:29:58 > 0:30:02Confused, Dan started a complaints process with the bank,
0:30:02 > 0:30:04but he didn't get very far.
0:30:04 > 0:30:08They basically couldn't find any records of the account,
0:30:08 > 0:30:10said therefore they must have been closed.
0:30:10 > 0:30:13There is no evidence that these accounts were closed.
0:30:13 > 0:30:15They've been in the vaults of a solicitor,
0:30:15 > 0:30:18and when we actually received the books,
0:30:18 > 0:30:21they have no closure lines on them. They're still open.
0:30:21 > 0:30:25Santander told Dan they have to hold records for six years,
0:30:25 > 0:30:28and with no records of him, his grandmother, or the account,
0:30:28 > 0:30:31the case was closed. But Dan wasn't happy.
0:30:31 > 0:30:34It's not for me to prove I've had the money,
0:30:34 > 0:30:37it's for Santander to prove what they've done with the accounts,
0:30:37 > 0:30:40and they couldn't. So if they can't do that,
0:30:40 > 0:30:41then it's their responsibility.
0:30:41 > 0:30:44Well, that's Dan's opinion.
0:30:44 > 0:30:47But who is the onus really on to prove an account has been closed?
0:30:49 > 0:30:52Whereas in normal circumstances, the onus would be
0:30:52 > 0:30:55on a consumer to prove the issue,
0:30:55 > 0:30:57to prove what they are saying,
0:30:57 > 0:31:01when we're dealing with banks, large financial institutions,
0:31:01 > 0:31:05I think it's reasonable for a consumer to say to the bank,
0:31:05 > 0:31:07"What is the proof? What's happened here?
0:31:07 > 0:31:09"What is the paperwork? What does it show?"
0:31:09 > 0:31:12We're all aware of issues with banks
0:31:12 > 0:31:15and mis-selling of financial products,
0:31:15 > 0:31:19and I would think it's reasonable in this day and age
0:31:19 > 0:31:23for a consumer to expect that the bank has comprehensive details
0:31:23 > 0:31:28of bank accounts, when they were closed, on what date, et cetera.
0:31:28 > 0:31:31I agree, Brian, but perhaps it's not that simple
0:31:31 > 0:31:34when it comes to a case such as Dan's,
0:31:34 > 0:31:37which dates back decades before digital data existed.
0:31:37 > 0:31:40However, Dan Laffoley still asked for proof
0:31:40 > 0:31:43his account had been closed, and with none forthcoming,
0:31:43 > 0:31:48he was advised to take his complaint to the Financial Ombudsman Service.
0:31:48 > 0:31:50So when the Ombudsman Service is looking at complaints
0:31:50 > 0:31:53about dormant accounts, one of the things we need to do is
0:31:53 > 0:31:55think about what the law says about what people need to do,
0:31:55 > 0:31:57and we look at things like what the regulator has said
0:31:57 > 0:31:59and if there are any specific rules.
0:31:59 > 0:32:01And there aren't any specific rules from the regulator
0:32:01 > 0:32:04about how long these records should be kept.
0:32:04 > 0:32:07Typically, people tend to keep them for around six years.
0:32:07 > 0:32:10Often that will be enough.
0:32:10 > 0:32:12And if there aren't records that are available,
0:32:12 > 0:32:15what we do look at is just the evidence that is available
0:32:15 > 0:32:16and work it out from there.
0:32:16 > 0:32:19But Dan had his passbooks, which state,
0:32:19 > 0:32:22"must be relinquished when closing the account".
0:32:22 > 0:32:23Surely that's evidence enough?
0:32:23 > 0:32:25The fact that somebody's got the passbook
0:32:25 > 0:32:28of itself won't necessarily mean that
0:32:28 > 0:32:30that meant that the money was still there.
0:32:30 > 0:32:33So we do see a regular number of complaints about this issue,
0:32:33 > 0:32:35but actually, in the grand scheme of things,
0:32:35 > 0:32:38they're not huge numbers of complaints.
0:32:38 > 0:32:42So when we see them, we look at them individually and reach a conclusion.
0:32:42 > 0:32:45If we did identify anything systemic then
0:32:45 > 0:32:47we would let the regulator know about that.
0:32:47 > 0:32:52The FOS did look into Dan's case but concluded that as Santander
0:32:52 > 0:32:55had no knowledge of the account, it must have been closed.
0:32:55 > 0:32:57But Dan still thinks otherwise.
0:32:57 > 0:33:02I believe that our money is probably sitting somewhere, forgotten.
0:33:02 > 0:33:05The pass books have been kept all their life by solicitors
0:33:05 > 0:33:08until the point that we received them.
0:33:08 > 0:33:10For me, it is about more than the money.
0:33:10 > 0:33:13The money is important, in a way.
0:33:13 > 0:33:14But it is about the sentiment, it is
0:33:14 > 0:33:18about the fact that my grandmother didn't have a lot of money.
0:33:18 > 0:33:21And so this meant an awful lot to her, both in terms
0:33:21 > 0:33:24of the meaning of what she was doing but in terms of the money involved.
0:33:24 > 0:33:27And it is also because, since she left myself
0:33:27 > 0:33:31and my brother the money, my brother has unfortunately passed away.
0:33:31 > 0:33:34So there is a kind of double emotion with this,
0:33:34 > 0:33:37and, you know, the right thing should be done here.
0:33:39 > 0:33:41In the course of talking to Santander about Mr Laffoley's
0:33:41 > 0:33:44complaint, they have told us that
0:33:44 > 0:33:48the case was investigated by both Santander and the financial
0:33:48 > 0:33:52ombudsman, who both concluded that the account was closed before 2008.
0:33:52 > 0:33:56They have told us the most likely explanation is that
0:33:56 > 0:34:00the account was closed by lawyers as part of the probate case in 1972.
0:34:00 > 0:34:02And that as this would have been done by letter,
0:34:02 > 0:34:07the pass books were unlikely to have been stamped during the process.
0:34:07 > 0:34:11We contacted the solicitors dealing with Dan's case and asked them
0:34:11 > 0:34:12to respond to this.
0:34:12 > 0:34:14They told us...
0:34:29 > 0:34:31Santander told us...
0:34:44 > 0:34:48Are we finished? Cos I want my 10p back. Oh, that's handy!
0:34:54 > 0:34:58I have been getting a clearer view of two customers' complaints.
0:34:58 > 0:35:00Both entered into contracts with double glazing
0:35:00 > 0:35:02and window firm, Safestyle.
0:35:02 > 0:35:05Eric tried to cancel after son-in-law Paul felt
0:35:05 > 0:35:08he didn't need what he'd ordered, but he's being charged
0:35:08 > 0:35:12the full amount as he was told he missed his cooling off period.
0:35:12 > 0:35:15PAUL: 'I got through to him to say that you need to stop this now.
0:35:15 > 0:35:17'Yes, you probably do need some windows
0:35:17 > 0:35:20'but you can get it done for less than half of that.'
0:35:20 > 0:35:25Eric then phoned up the next day and the saga then ensued after that.
0:35:25 > 0:35:28And eight months after her windows were fitted, Charlotte is
0:35:28 > 0:35:33finally happy after Safestyle rectified some outstanding issues.
0:35:33 > 0:35:35But she was promised her plantation shutters could remain
0:35:35 > 0:35:39and it turns out they are not compatible with her new windows.
0:35:39 > 0:35:43Both the salesman and the surveyor that came out to measure up
0:35:43 > 0:35:48for the new windows were both told that the shutters were
0:35:48 > 0:35:52hopefully going to be reinstated.
0:35:52 > 0:35:55There have been some interesting elements to these cases,
0:35:55 > 0:35:57including just how transparent the law on doorstep selling
0:35:57 > 0:36:00and the cooling off period is, or isn't.
0:36:00 > 0:36:04And in the meantime, Rick from Safestyle has been in contact.
0:36:04 > 0:36:06He's making an offer to Charlotte.
0:36:06 > 0:36:11Dom took over communications with Safestyle for us,
0:36:11 > 0:36:16and since then he has managed to get some more money for us
0:36:16 > 0:36:18towards shutters, which is great.
0:36:18 > 0:36:23Now we can get them organised and fitted.
0:36:23 > 0:36:27It feels great that Dom has been able to sort this all out
0:36:27 > 0:36:31and get this over and done with and out of our minds.
0:36:31 > 0:36:35We can actually start enjoying our new home now.
0:36:37 > 0:36:41Safestyle has upped its offer from £1,500 - £1,800
0:36:41 > 0:36:43to go towards new shutters.
0:36:43 > 0:36:48They also told us, with regards to specific requests...
0:37:09 > 0:37:11They go on to say...
0:37:49 > 0:37:52And they've been in touch with Eric and Paul too.
0:37:53 > 0:37:57I have heard Safestyle's side of the story so now I have come to
0:37:57 > 0:38:01Cannock to hear it from the horse's mouth, Eric and Paul themselves.
0:38:06 > 0:38:11- Morning, Paul.- Thanks for coming. - My pleasure.- Come on in.
0:38:13 > 0:38:18Right, okey-dokey. So, right, how long have you lived here, Eric?
0:38:18 > 0:38:23- 35 years.- Crikey. So, you obviously love the area, then?
0:38:23 > 0:38:27- I do indeed, yes.- This is your home for life, isn't it?
0:38:27 > 0:38:31- My home for life, yes.- 'I want to hear Eric's side of the story.'
0:38:31 > 0:38:34What was the reason they were saying to you
0:38:34 > 0:38:37they weren't allowing you to cancel and they were going to fit them?
0:38:37 > 0:38:40Basically, it was out of the seven day cancellation period.
0:38:40 > 0:38:47But again, Eric signed, on the fifth, a blank page on a survey form.
0:38:47 > 0:38:50The survey form is just yonder, you can have a look at that.
0:38:50 > 0:38:53And then they did the survey on the sixth
0:38:53 > 0:38:55and he tried to cancel on the 12th.
0:38:55 > 0:38:58I argued the point that, 12 minus 5 is 7.
0:38:58 > 0:39:00If he was signing a blank page,
0:39:00 > 0:39:03and then the survey was done on the sixth, then he knows what
0:39:03 > 0:39:07he is actually purchasing, that brings it back into seven days.
0:39:07 > 0:39:12So I was toing and froing with their sales manager about the legalities
0:39:12 > 0:39:15but he stood his ground and said, "No, it is eight days.
0:39:15 > 0:39:16"He has signed it. Tough."
0:39:16 > 0:39:20'It looks like Paul has been having the same arguments I have.'
0:39:20 > 0:39:22Technically, what he is saying there is right.
0:39:22 > 0:39:25They actually class it, day one, as being the day you sign.
0:39:25 > 0:39:27So, in theory, what he is saying is right.
0:39:27 > 0:39:29At this point, you are at loggerheads,
0:39:29 > 0:39:31they have £380 of your money in cash.
0:39:31 > 0:39:35You're saying, "Stick your windows, I don't want them."
0:39:35 > 0:39:37And they are saying, "No, you're going to have them."
0:39:37 > 0:39:40- It is a stand-off.- Yes. I did feel helpless.
0:39:40 > 0:39:41I thought, "We can't go anywhere.
0:39:41 > 0:39:44"We are absolutely stuck, we're going to end up either paying
0:39:44 > 0:39:48the manufacturer costs or having them done," which I didn't want doing.
0:39:48 > 0:39:50I got on the phone to them.
0:39:50 > 0:39:52I have got to say, they were civil,
0:39:52 > 0:39:54which I do like when a company is civil.
0:39:54 > 0:39:55And I think they are quite
0:39:55 > 0:39:58professional in the way they do address the situation.
0:39:58 > 0:40:02They obviously quoted me the fact it now technically was eight days.
0:40:02 > 0:40:03They said the goods had been made,
0:40:03 > 0:40:05I didn't really go into too much detail
0:40:05 > 0:40:07about that because all I wanted
0:40:07 > 0:40:11to do was to get you a refund with as least inconvenience as possible.
0:40:11 > 0:40:15Anyhow, since then they have obviously contacted you
0:40:15 > 0:40:19and you can pick the story up from there. What has happened now?
0:40:19 > 0:40:25Safestyle developed this letter and have given us a cheque for £380.
0:40:25 > 0:40:28- Right, so you now have got a full refund.- Yes.
0:40:28 > 0:40:32- You are allowed out the contract. - Yes.
0:40:32 > 0:40:34- You have washed your hands of them. - Yes.
0:40:34 > 0:40:37- And these windows which you never felt you needed.- Yes.
0:40:37 > 0:40:41- OK. How do you feel?- I feel great about it.- Do you?- Yeah.
0:40:41 > 0:40:43- It's a big weight.- I didn't know at first
0:40:43 > 0:40:45that you had got my money back!
0:40:45 > 0:40:47So when you got that letter,
0:40:47 > 0:40:52- you opened the envelope up and saw that cheque, big relief?- Big relief.
0:40:52 > 0:40:53Massive relief.
0:40:53 > 0:40:57I was at work in Worcester and I was doing a survey on a house
0:40:57 > 0:41:00and lo and behold my phone went. Mr Excited here...
0:41:00 > 0:41:05All I said was, "I've had a cheque for £380 off Safestyle."
0:41:05 > 0:41:09- And Paul says, "Great." And I said, "It is."- It was a victory.
0:41:09 > 0:41:14- And you're still smiling now, you're happy.- I am happy about it. I am.
0:41:14 > 0:41:17'As well as refunding the cost of the survey,
0:41:17 > 0:41:18'as a gesture of goodwill,
0:41:18 > 0:41:21'Safestyle has wiped clean the outstanding debt
0:41:21 > 0:41:23'for the cost of the windows.
0:41:23 > 0:41:27'We contacted Safestyle UK and they said...'
0:42:01 > 0:42:04Safestyle refute any allegation that Mr Parbrook signed a blank page,
0:42:04 > 0:42:06stating...
0:42:18 > 0:42:20They also tell us, they have...
0:42:28 > 0:42:31I would like to thank Dom for his help in getting me
0:42:31 > 0:42:35out of the contract, yes, and not having to pay for the windows.
0:42:35 > 0:42:37I would like to thank him very much.
0:42:37 > 0:42:40The irony here, of course,
0:42:40 > 0:42:43is the fact that Eric did actually start off wanting a window.
0:42:43 > 0:42:45What he didn't want was three windows.
0:42:45 > 0:42:48Safestyle have actually done the right thing in giving him
0:42:48 > 0:42:51a refund and letting him out of his contract.
0:42:51 > 0:42:52So Eric's worries are over.
0:42:53 > 0:42:55Now I've got my money back,
0:42:55 > 0:42:59and I don't have to pay for the windows, I am over the moon!
0:42:59 > 0:43:01I am very pleased.