0:00:02 > 0:00:03'I'm Dominic Littlewood,
0:00:03 > 0:00:06'and I'm here to champion your consumer rights.
0:00:06 > 0:00:10I'm looking for about £20,000 to sort this out once and for all.
0:00:10 > 0:00:12'Any problem, whatever the size,
0:00:12 > 0:00:14'I'll help you get the service you deserve.'
0:00:16 > 0:00:18Waiting for them to ring me back, oh, so frustrating!
0:00:18 > 0:00:21'Whether that involves getting your money back...'
0:00:21 > 0:00:24It was just unacceptable as a customer to be told no.
0:00:24 > 0:00:26'..or taking on your contract conundrums...'
0:00:26 > 0:00:28The response I got was not satisfactory
0:00:28 > 0:00:31because they failed to give me the information I asked for.
0:00:31 > 0:00:33'..I'm here to help.
0:00:33 > 0:00:35'And on today's programme,
0:00:35 > 0:00:37'I'm making waves with a home insurance company
0:00:37 > 0:00:41'after a homeowner finds herself in the soup.'
0:00:41 > 0:00:44We decided to lift up an area that was once carpeted
0:00:44 > 0:00:47and it had floorboards underneath. And when we raised those,
0:00:47 > 0:00:51we found that both rooms had about two foot of water in.
0:00:51 > 0:00:54The dog owner who wished she'd read the small print,
0:00:54 > 0:00:56after her pooches pawed her sofa.
0:00:56 > 0:01:00They just said the dogs had run over it, jumped all over it,
0:01:00 > 0:01:04and it wasn't covered because you're only covered for one dog incident.
0:01:04 > 0:01:07And when your battle with your trader has run its course,
0:01:07 > 0:01:10I'll give you some tips on how to fight the case in court.
0:01:10 > 0:01:15Ultimately it may be the only method of obtaining compensation.
0:01:15 > 0:01:19I'm taking on your consumer problems to make sure YOU don't get done!
0:01:28 > 0:01:30After our family, friends -
0:01:30 > 0:01:32and in a few sad cases, our mobile phones -
0:01:32 > 0:01:35our homes are our most precious asset
0:01:35 > 0:01:36because they're our haven,
0:01:36 > 0:01:39and we would do whatever we can to protect them,
0:01:39 > 0:01:41which is why we take out home insurance,
0:01:41 > 0:01:43in case the unexpected happens.
0:01:43 > 0:01:46At least that's what Ros Rogers from Bristol thought
0:01:46 > 0:01:49when she discovered water leaking into her home
0:01:49 > 0:01:51from a neighbouring property.
0:01:51 > 0:01:54There was actually water underneath the floorboards
0:01:54 > 0:01:58in both the dining room and the living room area.
0:01:58 > 0:02:02And the water had caused widespread damp throughout the ground floor.
0:02:02 > 0:02:06You can visibly see where it's all blown
0:02:06 > 0:02:12and the fungus, once again, down here in the recess.
0:02:12 > 0:02:15Ros had insurance with NatWest,
0:02:15 > 0:02:18who sent some builders round to rectify the problem.
0:02:18 > 0:02:21But almost four years on, the issues are still there
0:02:21 > 0:02:24and Ros is now in dispute with NatWest.
0:02:25 > 0:02:27I want them to admit responsibility, for them
0:02:27 > 0:02:30to hold their hands up and say, "Actually do you know what?
0:02:30 > 0:02:34"We didn't give this person the customer service that she deserves,
0:02:34 > 0:02:36"but we're willing to put it right now."
0:02:36 > 0:02:38She first discovered the issues
0:02:38 > 0:02:42when she began decorating her house in preparation for a move.
0:02:43 > 0:02:45Now that my daughter had left home,
0:02:45 > 0:02:48the house was too big for my son and myself,
0:02:48 > 0:02:52so we decided we were going to downsize and sell the property.
0:02:52 > 0:02:55But as she started to take the wallpaper off and prepare
0:02:55 > 0:03:00the walls for painting, she began to notice some areas of damp.
0:03:00 > 0:03:04Once the damp started coming through the two walls,
0:03:04 > 0:03:06I decided to get a survey done.
0:03:06 > 0:03:09And the survey showed
0:03:09 > 0:03:12that in fact there was water coming into the property.
0:03:12 > 0:03:16We decided to lift up an area that was once carpeted
0:03:16 > 0:03:18and it had floorboards underneath.
0:03:18 > 0:03:19And when we raised those,
0:03:19 > 0:03:24we found that both rooms in fact had about two foot of water in.
0:03:24 > 0:03:27Ros had no idea where the water was coming from,
0:03:27 > 0:03:29so called her insurance company for advice.
0:03:29 > 0:03:34My insurance company suggested to contact a builder
0:03:34 > 0:03:37to trace it to the area where it's coming from.
0:03:37 > 0:03:41Once the builder came in, it was found that the water was
0:03:41 > 0:03:45coming predominantly from my next-door neighbour's soakaway.
0:03:45 > 0:03:49A soakaway is a large, underground pit filled with gravel,
0:03:49 > 0:03:53where surface water from your roof or driveway is piped.
0:03:53 > 0:03:56The idea is for this water to then drain into the garden soil.
0:03:56 > 0:03:59But Ros's neighbour's garden was made of clay,
0:03:59 > 0:04:01which doesn't soak up the excess water.
0:04:02 > 0:04:06It became apparent that the soakaway in my neighbour's house
0:04:06 > 0:04:09shouldn't have been put there in the first place.
0:04:09 > 0:04:13As a result, Ros was now left with water under her floorboards,
0:04:13 > 0:04:15damp walls and tripping electrics,
0:04:15 > 0:04:18AND a big repair job for her insurance company.
0:04:20 > 0:04:23Keen to get the house on the market as soon as possible,
0:04:23 > 0:04:27Ros asked NatWest to begin these repairs straightaway.
0:04:27 > 0:04:30But NatWest's loss adjusters told her they couldn't repair the damage
0:04:30 > 0:04:34to her property until the neighbour repaired her drainage system.
0:04:34 > 0:04:38And in the meantime, Ros and her son would have to move out.
0:04:39 > 0:04:42At that point, it was impossible for us to live in the house.
0:04:42 > 0:04:46The whole of the dining area and the front room
0:04:46 > 0:04:48was totally filled with water
0:04:48 > 0:04:50and my insurance company offered to
0:04:50 > 0:04:52put us in alternative accommodation
0:04:52 > 0:04:55which we thought would be approximately six months.
0:04:55 > 0:04:56Six months seemed a reasonable time
0:04:56 > 0:04:58to get the house in a fit state to sell,
0:04:58 > 0:05:01and Ros and her son moved out.
0:05:02 > 0:05:05What they didn't expect was to be still living in alternative
0:05:05 > 0:05:08accommodation years down the line.
0:05:08 > 0:05:12Unfortunately, the contractor that my neighbour got
0:05:12 > 0:05:17to do the soakaway failed to do the work correctly
0:05:17 > 0:05:20and so therefore this led the case to go on and on
0:05:20 > 0:05:25and subsequently we ended up staying out of our house for three years.
0:05:25 > 0:05:28Ros's neighbour finally got another contractor to carry out
0:05:29 > 0:05:31the work again.
0:05:31 > 0:05:34Once this was done, repair work could at last begin on Ros's home.
0:05:35 > 0:05:39My understanding was - right, the ball can get rolling now,
0:05:39 > 0:05:41my house can get put back together,
0:05:41 > 0:05:43it won't be long before we're moving back home.
0:05:43 > 0:05:48NatWest appointed a building firm to address the damp issues,
0:05:48 > 0:05:50replaster the walls
0:05:50 > 0:05:51and install a new kitchen,
0:05:51 > 0:05:53as the old one had been damaged by water ingress
0:05:53 > 0:05:57and Ros felt confident they would do a good job.
0:05:57 > 0:06:03I'd been with my insurance company NatWest for over 12 or 13 years.
0:06:03 > 0:06:07I've never had a problem, so I have no reason to doubt them.
0:06:07 > 0:06:11Being a big branded name, I thought I was getting the best.
0:06:11 > 0:06:14Seven and a half months later, work was completed
0:06:14 > 0:06:17and Ros and her son were finally able to move back in.
0:06:17 > 0:06:20But it wasn't long before the problems began to
0:06:20 > 0:06:22rear their ugly heads again.
0:06:23 > 0:06:27I can remember coming in one day and being hit by this smell of damp
0:06:27 > 0:06:30and we'd only been moved back in a short time
0:06:30 > 0:06:34so it was still fresh paint which is what I was used to smelling
0:06:34 > 0:06:36and it was a process of elimination.
0:06:36 > 0:06:40So, I had a look in the electric cupboard and sure enough,
0:06:40 > 0:06:44the smell of damp just came pouring out and you could see on both sides
0:06:44 > 0:06:48of the cupboard that there was fungus growing in here.
0:06:48 > 0:06:54So, I knew immediately that there was already a damp problem occurring.
0:06:57 > 0:07:01And the more Ros looked for evidence of damp, the more she found.
0:07:01 > 0:07:03Six or seven months ago,
0:07:03 > 0:07:05this was all replastered and decorated,
0:07:05 > 0:07:09and you can see it's quite near the electrics,
0:07:09 > 0:07:11which is a concern of mine.
0:07:11 > 0:07:17It's damp, it's fungus and the paint is falling off.
0:07:17 > 0:07:22And this goes all the way along to the other recess where we can see
0:07:22 > 0:07:28more fungi, the paint's coming off, peeling off all the way through.
0:07:28 > 0:07:30And in addition to the damp,
0:07:30 > 0:07:34Ros discovered a whole raft of other problems, including an uneven floor,
0:07:34 > 0:07:36a poorly fitted kitchen
0:07:36 > 0:07:38and serious bowing in the walls of the lounge.
0:07:40 > 0:07:44Coming here into the living area, you can see the wall
0:07:44 > 0:07:49and the skirting is out, the same as the other side of the wall,
0:07:49 > 0:07:54which is totally bowed. The wall is all out of line there as well.
0:07:54 > 0:07:58Appalled, she got straight on the phone to NatWest to complain.
0:07:58 > 0:08:01But she didn't get the response she was hoping for.
0:08:01 > 0:08:06When I contacted my insurance company, my loss adjuster,
0:08:06 > 0:08:10quite often it was a voice mail and he wouldn't get back to me
0:08:10 > 0:08:12for several days, sometimes a week.
0:08:12 > 0:08:15It became very frustrating,
0:08:15 > 0:08:18and then he would say, "I'll contact the builders",
0:08:18 > 0:08:22then we'd have a meeting, then I'd go through the problems
0:08:22 > 0:08:24with them and wait to hear their response
0:08:24 > 0:08:26and I never did.
0:08:26 > 0:08:28In January this year,
0:08:28 > 0:08:31I met with the director of the building company,
0:08:31 > 0:08:35he came round and we went through absolutely everything.
0:08:35 > 0:08:37He said, "I'll be in touch, I'll write you a letter
0:08:37 > 0:08:40"and let you know where we move forward from here"
0:08:40 > 0:08:41and I never did.
0:08:43 > 0:08:44NatWest did eventually agree that
0:08:44 > 0:08:47if Ros sent in a surveyor's report, they would consider it, but they
0:08:47 > 0:08:51would probably use the same building firm to rectify the problems.
0:08:51 > 0:08:54Well, Ros doesn't have the money to pay for this report
0:08:54 > 0:08:57and she wants to employ a different building firm.
0:08:57 > 0:08:59It's now been seven months of toing and froing since Ros
0:08:59 > 0:09:04reported the problems to NatWest and things are still at a stalemate.
0:09:04 > 0:09:07What I'm hoping from Dom is for him
0:09:07 > 0:09:10to be able to get the answers, to get the work done,
0:09:10 > 0:09:16for them to admit the problems and communicate with me,
0:09:16 > 0:09:20and give me the opportunity to find somebody else to put it right.
0:09:22 > 0:09:26So we've got one very unhappy customer who's spent over
0:09:26 > 0:09:29three years living in alternative accommodation while
0:09:29 > 0:09:31the damp issues with her house are meant to be sorted out.
0:09:31 > 0:09:34And what has her patience been rewarded with?
0:09:34 > 0:09:37Well, nothing - because she's still got a load of problems,
0:09:37 > 0:09:40plus a few additional problems she thinks were caused by the builders,
0:09:40 > 0:09:42and she's reached stalemate with her insurance company.
0:09:42 > 0:09:45Definitely time for me to get involved.
0:09:45 > 0:09:49NatWest is a member of the Royal Bank of Scotland Group,
0:09:49 > 0:09:53one of the world's largest financial services companies.
0:09:53 > 0:09:54Its home insurance arm is
0:09:54 > 0:09:57underwritten by UK Insurance Limited.
0:09:57 > 0:09:59NatWest prides itself on being "helpful",
0:09:59 > 0:10:02but one of its customers has found it to be anything but
0:10:02 > 0:10:05and I want to find out why.
0:10:05 > 0:10:08So I've sent an e-mail to NatWest's press office outlining
0:10:08 > 0:10:10Ros's complaints and asking them to respond.
0:10:10 > 0:10:13Let's see what they come back with.
0:10:20 > 0:10:24It's so important that we protect our home with insurance
0:10:24 > 0:10:26to hopefully cover us against structural damage
0:10:26 > 0:10:28but some of us also want to
0:10:28 > 0:10:30protect the goods we buy to insure us
0:10:30 > 0:10:35against damage, loss or a break-in and give us that peace of mind.
0:10:35 > 0:10:38And that's where extended warranties can come in.
0:10:38 > 0:10:41It's a billion pound industry which can cover everything
0:10:41 > 0:10:45from computers to televisions, washing machines to sofas.
0:10:45 > 0:10:48And extended warranties can be a useful added extra.
0:10:48 > 0:10:52An extended warranty basically extends that manufacturer's guarantee
0:10:52 > 0:10:55for a period of anything between one year and five years.
0:10:55 > 0:10:59So after the standard manufacturer's guarantee has ended, you can
0:10:59 > 0:11:02still get your products replaced and repaired during that period.
0:11:03 > 0:11:07But it's worth doing some research first to see if paying out extra
0:11:07 > 0:11:10for that protection is going to be right for you.
0:11:10 > 0:11:12The best practice that you will find from retailers is
0:11:12 > 0:11:15when you're being sold an extended warranty, they'll explain
0:11:15 > 0:11:19exactly what the terms and conditions of that warranty is.
0:11:19 > 0:11:22There are lots of tricky terms and conditions within warranties.
0:11:22 > 0:11:25The things you should be looking out for are whether or not
0:11:25 > 0:11:29it covers accidental damage, whether or not it covers wear and tear.
0:11:29 > 0:11:30That's good advice
0:11:30 > 0:11:33and something mum of five Judith Clegg from Lancashire
0:11:33 > 0:11:37probably wishes she'd heeded before spending £285
0:11:37 > 0:11:40on an extended warranty for her new sofa.
0:11:40 > 0:11:43When we were looking for the sofa, we all went as a family
0:11:43 > 0:11:45because obviously it's a big purchase.
0:11:45 > 0:11:48We were looking round, trying out all the suites,
0:11:48 > 0:11:50trying to decide which was the nicest one.
0:11:50 > 0:11:53The guy selling us the sofa came over
0:11:53 > 0:11:56and said, you need to buy the insurance for it.
0:11:57 > 0:12:00With such a big family, buying an insurance policy
0:12:00 > 0:12:05seemed like a good idea to protect their £2,000 two-piece sofa.
0:12:05 > 0:12:07But not just from the kids.
0:12:07 > 0:12:09We have two chocolate Labradors.
0:12:09 > 0:12:13When we were sold the policy, they said any damage that is caused
0:12:13 > 0:12:17to your sofa would be rectified and put right.
0:12:17 > 0:12:20He said anything your dog does to it, it's covered,
0:12:20 > 0:12:23anything the children do to it would be covered.
0:12:23 > 0:12:26Just ring us up, tell us and we'll come out and sort it out.
0:12:26 > 0:12:30If it's not sortable, we'll replace it and get you a new suite.
0:12:30 > 0:12:33That was the only reason I bought the insurance.
0:12:34 > 0:12:37Judith's five-year extended warranty appeared to be
0:12:37 > 0:12:40all singing and dancing peace of mind, covering everything from
0:12:40 > 0:12:42"the cost of removing stains" or
0:12:42 > 0:12:46"repairing damage caused by a sudden and unforeseen accidental event"
0:12:46 > 0:12:49and "the cost of repairing defective or failed manual
0:12:49 > 0:12:52"or electric recliner mechanisms."
0:12:52 > 0:12:55And initially, the policy did exactly what it said it would.
0:12:55 > 0:12:57When we first had the sofa delivered,
0:12:57 > 0:13:02we noticed that there was scuffing on one of the chairs
0:13:02 > 0:13:06and the recliner sofa wasn't sitting correctly.
0:13:06 > 0:13:08So they said they would send somebody round, which they did,
0:13:08 > 0:13:11and he put some paint on it and touched up the leather
0:13:11 > 0:13:15and he just said they'd incorrectly fitted the recliners together
0:13:15 > 0:13:18so he just redid that and then off he went.
0:13:18 > 0:13:22But it was only within a couple of weeks when that happened.
0:13:23 > 0:13:26But two and a half years later in September 2012,
0:13:26 > 0:13:30the family had cause to contact their insurers again.
0:13:30 > 0:13:31After we'd been on holiday,
0:13:31 > 0:13:34we noticed that there were some scratches on the sofa.
0:13:34 > 0:13:37When we realised we'd got the damage, we explained that we had
0:13:37 > 0:13:40an extended warranty and they arranged to come out
0:13:40 > 0:13:44and take some photographs and fill in a report about it.
0:13:44 > 0:13:47Judith was unsure if the scratches had been caused
0:13:47 > 0:13:51by a shoe buckle or one of the dogs accidentally scratching the sofa.
0:13:51 > 0:13:54Either way, they weren't concerned.
0:13:54 > 0:13:57We have chocolate Labradors, they only go on the furniture
0:13:57 > 0:14:00when we are actually in the room because we have a gate
0:14:00 > 0:14:04on the lounge to stop them coming on when nobody's in the room.
0:14:04 > 0:14:05They've never ripped the sofa,
0:14:05 > 0:14:09they've just jumped on the sofa which we thought would be covered.
0:14:09 > 0:14:11But not this time, it seemed,
0:14:11 > 0:14:13because three weeks after the inspection report,
0:14:13 > 0:14:16the family received a call.
0:14:16 > 0:14:19They just said the dogs have run over it, jumped all over it
0:14:19 > 0:14:23and it wasn't covered because you're only covered for one dog incident.
0:14:23 > 0:14:27Confused, Judith queried the response.
0:14:27 > 0:14:30My husband said but we told you when we took the warranty out
0:14:30 > 0:14:32we had two chocolate Labradors.
0:14:32 > 0:14:36If you'd said to us you're only covered if one dog does any damage,
0:14:36 > 0:14:38we wouldn't have taken the warranty out.
0:14:38 > 0:14:41They just said no, you should have read your policy wording
0:14:41 > 0:14:44and there's nothing we can do about it, you can't have your money back.
0:14:44 > 0:14:49Sure enough, on closer inspection, the tiny terms and conditions on the
0:14:49 > 0:14:51back of the policy document include the words...
0:15:02 > 0:15:06I thought it would cover me for everything for five years,
0:15:06 > 0:15:11but when it comes down to actually making a claim on the policy,
0:15:11 > 0:15:12that isn't what you get.
0:15:14 > 0:15:16And although Judith doesn't even know
0:15:16 > 0:15:18if the scratch was caused by a pet or one of the kids,
0:15:18 > 0:15:22she has no way of proving it wasn't caused by both dogs, either.
0:15:22 > 0:15:26And the family is now having even more problems with their suite.
0:15:26 > 0:15:28As you can see,
0:15:28 > 0:15:32this one is all black where there's no hide left on it.
0:15:32 > 0:15:35The cup holders just fall out.
0:15:35 > 0:15:37This is all wickery wackery.
0:15:37 > 0:15:43My other sofa is totally black where it's lost all its colour.
0:15:43 > 0:15:46We've had this sofa for four years.
0:15:46 > 0:15:50You'd think we'd had it for 20 years by the looks of it now.
0:15:50 > 0:15:53The warranty company ruled these further issues
0:15:53 > 0:15:57are down to wear and tear - another exclusion in their policy.
0:15:58 > 0:16:02Judith was aware of that exclusion but assumed the leather on her sofa
0:16:02 > 0:16:07would last longer than four years so she thought it was a defect.
0:16:07 > 0:16:08But it's not
0:16:08 > 0:16:11and it's been a tough and expensive lesson for Judith.
0:16:13 > 0:16:16As things stand at this moment in time,
0:16:16 > 0:16:20I'm left with a suite that I'm going to have to replace
0:16:20 > 0:16:21and I'll be out of pocket
0:16:21 > 0:16:24because of what I thought would have lasted me ten years
0:16:24 > 0:16:27hasn't even lasted me five years.
0:16:27 > 0:16:30If I was to buy something with a warranty,
0:16:30 > 0:16:34I'd want to see the warranty in writing,
0:16:34 > 0:16:39take it home and read it before I purchased anything.
0:16:40 > 0:16:43And maybe she'll buy a bigger suite next time as there's been yet
0:16:43 > 0:16:46another addition to this busy household.
0:16:46 > 0:16:48Over the last 12 months,
0:16:48 > 0:16:52my dog had puppies and we kept two
0:16:52 > 0:16:55and so now we have four chocolate Labradors.
0:16:55 > 0:16:58The dogs are absolutely gorgeous.
0:16:58 > 0:17:01They're part of the family.
0:17:01 > 0:17:02They're lovely.
0:17:02 > 0:17:04Mischief.
0:17:05 > 0:17:08Well, at least that's put a smile back on her face.
0:17:08 > 0:17:09You being a good boy?
0:17:09 > 0:17:11When you buy a product,
0:17:11 > 0:17:13it is worthwhile having a little look at the warranty,
0:17:13 > 0:17:15see what you are actually covered for
0:17:15 > 0:17:17and what damage you're responsible for.
0:17:26 > 0:17:29I've been looking into a complaint made against NatWest home insurance
0:17:29 > 0:17:32by one of its customers, Ros Rogers.
0:17:32 > 0:17:35She had to get her whole downstairs refurbished after her
0:17:35 > 0:17:38neighbour's soakaway leaked into her house.
0:17:38 > 0:17:41But she believes the builders that NatWest contracted
0:17:41 > 0:17:44did a substandard job and she's been left with additional snagging
0:17:44 > 0:17:48issues and a house that's still full of damp.
0:17:48 > 0:17:52This area here was predominantly one of the areas where the water
0:17:52 > 0:17:55first came through originally, so to see this back again really does
0:17:55 > 0:18:01concern me because it's a lot higher than it was all those years ago.
0:18:02 > 0:18:05Ros complained to NatWest seven months ago,
0:18:05 > 0:18:08but they still haven't reached an agreement about what to do next.
0:18:08 > 0:18:12Ros feels NatWest is not listening to her and is dragging its feet.
0:18:12 > 0:18:16I've spoken to so many different people in the team.
0:18:16 > 0:18:20Quite often, they say we'll get your loss adjuster to get in touch
0:18:20 > 0:18:24with you or they apologise and say "I'll send you a £50 voucher",
0:18:24 > 0:18:27which doesn't resolve anything at all.
0:18:27 > 0:18:30But it always seemed to be passing the buck.
0:18:30 > 0:18:32Nobody wanted to take the reins of it and say,
0:18:32 > 0:18:35"I'm going to deal with this and I'm going to get you some answers."
0:18:35 > 0:18:38She's also been left with an additional problem which she
0:18:38 > 0:18:42believes her insurers should have foreseen.
0:18:42 > 0:18:43My old wardrobes.
0:18:43 > 0:18:46They were left upstairs while the water was still
0:18:46 > 0:18:49coming into the house and over three years, the white wardrobes
0:18:49 > 0:18:52then became green wardrobes so they had to be disposed of.
0:18:53 > 0:18:57As NatWest failed to advise her to put her furniture into storage
0:18:57 > 0:19:00while the work was carried out, she believes they should now
0:19:00 > 0:19:03replace the wardrobes or reimburse her for new ones.
0:19:03 > 0:19:06But when she asked for this, they refused.
0:19:06 > 0:19:09My loss adjuster said, "No, it's nothing to do with them at all."
0:19:09 > 0:19:13So then I went to the Financial Ombudsman, who were fantastic,
0:19:13 > 0:19:17they communicated, they wrote to me, they spoke to me,
0:19:17 > 0:19:20they answered every question and they found in my favour for my
0:19:20 > 0:19:24insurance company to reimburse me for the items that were lost.
0:19:25 > 0:19:29The Financial Ombudsman is a free, independent service which is there
0:19:29 > 0:19:33to settle disputes between consumers and financial institutions.
0:19:33 > 0:19:35Its decision is binding in law.
0:19:35 > 0:19:39However, it can be appealed by the customer if they're not happy.
0:19:39 > 0:19:43In Ros's case, the ombudsman ruled that NatWest should reimburse her
0:19:43 > 0:19:44for replacement wardrobes
0:19:44 > 0:19:48and other items that were lost or damaged during the building works.
0:19:48 > 0:19:50But despite constant reminders,
0:19:50 > 0:19:53six months later, Ros has still not received the money.
0:19:56 > 0:19:58Following my e-mail to NatWest,
0:19:58 > 0:20:01they have been in touch to say they're looking into Ros's case,
0:20:01 > 0:20:03which is a step in the right direction.
0:20:03 > 0:20:05So, I'm going to give them a call soon
0:20:05 > 0:20:08to find out what they plan on doing about it.
0:20:08 > 0:20:09But first things first.
0:20:09 > 0:20:12I've recommended to Ros that she gets an independent surveyor
0:20:12 > 0:20:15to identify all the problems with the property as it stands.
0:20:15 > 0:20:18Enter chartered surveyor Chris Easton.
0:20:18 > 0:20:21This morning, I'm going to Mrs Rogers'
0:20:21 > 0:20:22and we're going to have a look
0:20:22 > 0:20:26at the extent of the remedial works that have been undertaken following
0:20:26 > 0:20:29this rather large amount of water that's come into her property.
0:20:29 > 0:20:34The main problem with these types of claims is that you must allow
0:20:34 > 0:20:37sufficient time for the property to dry out
0:20:37 > 0:20:41and I think there are going to be problems where insufficient time
0:20:41 > 0:20:43has been allowed for the building to dry.
0:20:45 > 0:20:48Chris has kindly agreed to inspect Ros's property.
0:20:48 > 0:20:49He will look for signs of damp
0:20:49 > 0:20:52and also any indication that the building work carried out
0:20:52 > 0:20:55does not comply with British industry standards.
0:20:56 > 0:20:58Hello, I'm Chris Easton.
0:20:58 > 0:21:01- Nice to meet you, come on in. - Thank you.
0:21:01 > 0:21:04Once inside the property, it doesn't take him long
0:21:04 > 0:21:06to spot the telltale signs.
0:21:06 > 0:21:09One of the problems that Mrs Rogers complains about is
0:21:09 > 0:21:14an uneven floor and that's often an indication that the building has not
0:21:14 > 0:21:16been allowed to dry out properly
0:21:16 > 0:21:19and that we've still got large levels of moisture in the building.
0:21:19 > 0:21:23And we can see in the cupboard here, there are fungi growing
0:21:23 > 0:21:26and that's indicating that we've got high levels of moisture,
0:21:26 > 0:21:30indicating the building did not adequately dry out.
0:21:30 > 0:21:35Chris also finds clear indications of damp in the lounge.
0:21:35 > 0:21:38These are prime areas where you'd be expecting the moisture to be
0:21:38 > 0:21:42retained because the brick is quite thin at this point,
0:21:42 > 0:21:44the brickwork holds the moisture
0:21:44 > 0:21:46and then you have spoiling of the decorations
0:21:46 > 0:21:51as we can see both in this recess and in the other recess here.
0:21:51 > 0:21:54And we're getting situations where we're having plastering
0:21:54 > 0:21:56that's now bubbling and blistering
0:21:56 > 0:22:00and we're getting a mould growth and that needs to be dealt with.
0:22:01 > 0:22:04In addition to this, he also spots some prime examples
0:22:04 > 0:22:09of work that hasn't been carried out to a high enough standard.
0:22:09 > 0:22:12I understand from Mrs Rogers that in fact all of this plaster
0:22:12 > 0:22:15was hacked off back to the brickwork,
0:22:15 > 0:22:17therefore it seems to me the contractor had
0:22:17 > 0:22:20the opportunity of getting this plaster very level.
0:22:20 > 0:22:24It isn't. We can clearly see that it's out of vertical
0:22:24 > 0:22:27by potentially 40mm
0:22:27 > 0:22:29and that certainly is outside the British standard.
0:22:29 > 0:22:32And then we see the same situation with the skirting board
0:22:32 > 0:22:35and the skirting board again is bowed
0:22:35 > 0:22:39and that's easily visible from the front door and I think draws
0:22:39 > 0:22:45attention to the lack of care and skill taken in the re-plastering.
0:22:45 > 0:22:49Chris concludes that Ros is right to be unhappy with the works carried
0:22:49 > 0:22:53out and is justified in making a formal complaint to NatWest.
0:22:53 > 0:22:56Firstly, we've got a building that wasn't adequately dried out
0:22:56 > 0:22:59and that's manifested itself in the defects that we can see.
0:22:59 > 0:23:02Secondly, the quality of the work undertaken by the contractors
0:23:02 > 0:23:05is not compliant, it breaches their statutory duty
0:23:05 > 0:23:07and definite remedial works are required.
0:23:07 > 0:23:11The main thing that must be borne in mind is that this building must be
0:23:11 > 0:23:14dried out before any more remedial works are undertaken, otherwise
0:23:14 > 0:23:18we will have a replica of the exact problems we've seen this morning.
0:23:19 > 0:23:23In a nutshell, Chris has backed up everything that Ros has been saying,
0:23:23 > 0:23:25and I will be putting all of his points to NatWest.
0:23:25 > 0:23:28But first, I want to have a quick chat with Ros to find out
0:23:28 > 0:23:31exactly what she's hoping to get from her insurers.
0:23:32 > 0:23:34What do you want, in an ideal world?
0:23:34 > 0:23:40I need it all rectified and not at a cost to my pocket.
0:23:40 > 0:23:43When I first had it all decorated, my idea was to downsize
0:23:43 > 0:23:47and sell the property and I just feel I can't move on any more.
0:23:47 > 0:23:49I need it rectified, put right
0:23:49 > 0:23:52so I can close this chapter and move on.
0:23:52 > 0:23:56I ask her if NatWest's suggestion of sending the same building firm
0:23:56 > 0:23:59in to rectify the problems is acceptable.
0:23:59 > 0:24:01Not a chance!
0:24:01 > 0:24:03If they couldn't get it right the first time,
0:24:03 > 0:24:04what faith do I have in them doing it again?
0:24:04 > 0:24:07If NatWest make you a financial offer,
0:24:07 > 0:24:10would you want to accept that and sort it out yourself or would
0:24:10 > 0:24:14you want them to supply a different team of builders to do the work?
0:24:14 > 0:24:17I'm in two minds what to do, that is really undecided.
0:24:17 > 0:24:20I just want somebody to say, "I'm going to do it right for you,
0:24:20 > 0:24:22"I'm not going to let you down."
0:24:22 > 0:24:24OK, Ros, I shall crack on with this
0:24:24 > 0:24:26and see if I can ruffle a few feathers.
0:24:26 > 0:24:28All right, I'll speak to you soon, thank you.
0:24:28 > 0:24:31Ros has clearly lost all faith in the original building company
0:24:31 > 0:24:33who carried out the work.
0:24:33 > 0:24:34But she's not sure
0:24:34 > 0:24:37whether to get NatWest to contract a different building firm
0:24:37 > 0:24:40or to choose one herself and get NatWest to pay for it.
0:24:40 > 0:24:44I'm going to meet Simon Lambert, the editor of finance website
0:24:44 > 0:24:48This Is Money, to get his take on the best route to go down.
0:24:49 > 0:24:50If you need to make a claim,
0:24:50 > 0:24:54and let's say it's a substantial one, where do you stand with
0:24:54 > 0:24:57the insurance company recommending their own repairers?
0:24:58 > 0:25:01If the insurance company tells you about an approved repairers
0:25:01 > 0:25:04or recommends a repairer, then you've actually got better
0:25:04 > 0:25:06protection than if you choose them yourself.
0:25:06 > 0:25:09Because if it's an approved repairer and the work's not up to
0:25:09 > 0:25:12scratch then it's the insurance company's responsibility to
0:25:12 > 0:25:15go after them and make sure that the job is done properly.
0:25:15 > 0:25:18If you've chosen the repairers yourself, the insurance company
0:25:18 > 0:25:21could turn around and say it's your responsibility to do that.
0:25:21 > 0:25:24OK, let's say you go down the route of choosing one of the insurance
0:25:24 > 0:25:28company's own repairers, where do you stand if you've got problems?
0:25:28 > 0:25:34If you don't think the company the insurer has recommended is
0:25:34 > 0:25:38good enough or is covering the job properly, then you should
0:25:38 > 0:25:40challenge it with the insurer
0:25:40 > 0:25:43because it is the insurer's responsibility to put you back
0:25:43 > 0:25:47where you were before the incident that caused that claim to be made.
0:25:47 > 0:25:50So you should be happy with what they're recommending.
0:25:50 > 0:25:54What about if you're not? Because let's be honest, there are quite a few occasions
0:25:54 > 0:25:56where people aren't in agreement with the insurance company,
0:25:56 > 0:26:00they do complain and the insurance company dig their heels in. Where do people go then?
0:26:00 > 0:26:02If you're not happy with the insurance company,
0:26:02 > 0:26:06the first thing to do is go to the insurance company and try and pursue it with them.
0:26:06 > 0:26:10If you're still not happy with what they're coming back with then
0:26:10 > 0:26:13the Financial Ombudsman is the place to go
0:26:13 > 0:26:17and they will look at your case, evaluate both sides of it -
0:26:17 > 0:26:19both yours and the insurer's - and come back with a decision.
0:26:19 > 0:26:21If there's a claim going through,
0:26:21 > 0:26:24are you within your rights to say to your insurance company,
0:26:24 > 0:26:26I'd rather have the cash and get it sorted out myself?
0:26:26 > 0:26:29You might decide that you'd rather have the cash
0:26:29 > 0:26:31from the insurance company and you can ask for it and they
0:26:31 > 0:26:35probably would be quite happy to pay you out, but you've got to bear in
0:26:35 > 0:26:38mind that you would then have less protection in terms of if that work
0:26:38 > 0:26:43was not done to your satisfaction, it's going to be your responsibility
0:26:43 > 0:26:46to deal with the repairer and make them come back and fix the problem.
0:26:46 > 0:26:49You'd end up signing your rights away, wouldn't you?
0:26:49 > 0:26:50Ultimately, yes.
0:26:50 > 0:26:54Ultimately you may take the money, then find out the repairer
0:26:54 > 0:26:58doesn't do a good job and you've got the problem of dealing with that.
0:26:58 > 0:27:00So, according to Simon, the safest option is to
0:27:00 > 0:27:04get your insurance company to employ the builders.
0:27:04 > 0:27:07I'm now going to put in a call to NatWest to see if
0:27:07 > 0:27:10A) they agree the remedial works need to be carried out and,
0:27:10 > 0:27:15B) they're willing to pay for another building company to do the work.
0:27:17 > 0:27:18Media relations.
0:27:18 > 0:27:22- Oh, hi, Lisa, it's Dominic Littlewood from Don't Get Done Get Dom.- Oh, hello.
0:27:22 > 0:27:26Lisa has seen my e-mail, so is fully up to speed with the case.
0:27:26 > 0:27:28Well, obviously what I want to do is get the ball
0:27:28 > 0:27:32rolling as far as I'm concerned with... The lady's called Roslynne,
0:27:32 > 0:27:34she doesn't mind being called Ros, of course.
0:27:34 > 0:27:38She's asked us to step in and try and bring this problem to an end.
0:27:38 > 0:27:40Obviously you're aware of it, aren't you,
0:27:40 > 0:27:44- because it's been ongoing for a while now?- Yes.
0:27:44 > 0:27:48I wonder if you can give me your take from NatWest's side of things?
0:27:49 > 0:27:53OK, my knowledge of the current situation is that we have to
0:27:53 > 0:27:57let the customer know that we will cover the contents costs,
0:27:57 > 0:28:00those costs can be met.
0:28:00 > 0:28:02'Well, that's a step in the right direction.
0:28:02 > 0:28:05'NatWest will reimburse Ros for her ruined wardrobes,
0:28:05 > 0:28:07'so that's one box ticked.
0:28:07 > 0:28:09'But are they prepared to allow another builder to rectify
0:28:09 > 0:28:12'the work that's already been carried out?'
0:28:12 > 0:28:18What happened is the NatWest Insurance recommended a contractor
0:28:18 > 0:28:21and because of the recommendation, they did the work.
0:28:21 > 0:28:26Now according to Ros, she believes the work is very substandard
0:28:26 > 0:28:31and subsequently there's lots more problems been caused by the work,
0:28:31 > 0:28:34hence the reason she got in an independent surveyor to do a report.
0:28:34 > 0:28:38Now the big problem we have here is that Ros doesn't want them
0:28:38 > 0:28:39stepping back onto her property.
0:28:39 > 0:28:41- Right. - Now what Ros ideally wants,
0:28:41 > 0:28:45she's not somebody who's after a big pay-out and wants a big cheque,
0:28:45 > 0:28:49she wants another contractor building firm to come round
0:28:49 > 0:28:55and put right everything that, in her words, the builders haven't done correctly.
0:28:55 > 0:28:58OK, I completely understand and appreciate that.
0:28:58 > 0:29:03Obviously the contractors are willing to repair the damage
0:29:03 > 0:29:06because they were involved from the beginning, but if that's not
0:29:06 > 0:29:09going to work I am taking that back as something to look at.
0:29:09 > 0:29:12Do you have all of these points in writing?
0:29:12 > 0:29:15Anything that you can send over to me that I can go through
0:29:15 > 0:29:18as a check list and make sure that I'm covering every single bit.
0:29:18 > 0:29:20Smashing. I will get an e-mail over to you.
0:29:20 > 0:29:24It does sound like we're starting to get somewhere and we can try
0:29:24 > 0:29:26- and get this sorted out for her. - Absolutely.
0:29:26 > 0:29:29Lisa, in the meantime, it's been lovely talking to you, I do
0:29:29 > 0:29:32like it when I speak to somebody who seems very efficient at sorting
0:29:32 > 0:29:34out problems, so let's hope.
0:29:34 > 0:29:36Well, I certainly wish to try to bring
0:29:36 > 0:29:40things to a close, obviously this has been distressing for her.
0:29:40 > 0:29:43Brilliant, I look forward to hearing from you, Lisa.
0:29:43 > 0:29:45- Thank you, good to speak to you. - Bye-bye.
0:29:47 > 0:29:49I do like it when I speak to professional people
0:29:49 > 0:29:51who are courteous, they take everything on board.
0:29:51 > 0:29:53She didn't guarantee anything at this point.
0:29:53 > 0:29:56But she did ask me to send over a list of the issues
0:29:56 > 0:29:59highlighted by our independent surveyor and she did say
0:29:59 > 0:30:01she would look into the possibility
0:30:01 > 0:30:05of using an alternative building firm to rectify these issues.
0:30:05 > 0:30:07I'd say things are looking quite hopeful.
0:30:16 > 0:30:18Even if you've read it front to back,
0:30:18 > 0:30:21from A to Z and know your consumer rights like the back
0:30:21 > 0:30:24of your hand, it doesn't always mean that things are going to
0:30:24 > 0:30:28go your way. But of course there is another option...
0:30:28 > 0:30:34Where a consumer has exhausted all reasonable lines of complaint
0:30:34 > 0:30:37with the trader and there's no trade association,
0:30:37 > 0:30:43there's no other possible recourse to mediation, it may be
0:30:43 > 0:30:47the consumer has to go to the County Court to resolve the matter.
0:30:47 > 0:30:50But if you decide to go down the court route,
0:30:50 > 0:30:52there are certain things you need to know.
0:30:52 > 0:30:54Like how to start the process.
0:30:54 > 0:30:58The small claims process can be online.
0:30:58 > 0:31:01You can actually do the whole process without actually
0:31:01 > 0:31:04physically going to court.
0:31:04 > 0:31:08The small claims procedure would suggest that before you
0:31:08 > 0:31:13actually go through that process you should seek mediation.
0:31:13 > 0:31:15Mediation is when an impartial person
0:31:15 > 0:31:18helps two sides work out an agreement.
0:31:18 > 0:31:22It's viewed favourably by courts and the government, who see it
0:31:22 > 0:31:26as a potentially quicker and cheaper alternative to going to court.
0:31:26 > 0:31:30But if mediation fails and you do end up going down the court route,
0:31:30 > 0:31:34how easy is it to get the court to accept your version of events?
0:31:34 > 0:31:37A consumer must prove their case, as a lawyer would say,
0:31:37 > 0:31:40on the balance of probabilities.
0:31:40 > 0:31:42If they go to a small claims court,
0:31:42 > 0:31:46they've got to show that it's more probable than not what they're
0:31:46 > 0:31:50asserting, what they're complaining about - the goods were faulty,
0:31:50 > 0:31:54they weren't fit for the purpose or they were not as described.
0:31:54 > 0:31:57This is a lower standard of proof than in the criminal courts.
0:31:57 > 0:32:00It's also a good idea to keep clear records of your complaint
0:32:00 > 0:32:03with the company.
0:32:03 > 0:32:06Consumers shouldn't go to extreme lengths to keep
0:32:06 > 0:32:10records on products that they're buying, but as soon as a problem
0:32:10 > 0:32:14arises they should start keeping notes of contact with the trader.
0:32:14 > 0:32:19If it's a persistent problem with electrical goods for example, make
0:32:19 > 0:32:23a note of what happens and when it happens and what's the extent of it.
0:32:23 > 0:32:27Sound advice and worth remembering, especially for some of you
0:32:27 > 0:32:30who have contacted me about your consumer battles.
0:32:30 > 0:32:34A couple bought a television in March this year for their son.
0:32:34 > 0:32:37They kept it in the box in their house for two months
0:32:37 > 0:32:42until he moved in. When he opened it the screen was damaged.
0:32:42 > 0:32:45The store says it is down to the couple, they say it was broken
0:32:45 > 0:32:50when it was delivered. So where does the burden of proof lie?
0:32:50 > 0:32:54In a case where the consumer says one thing and the trader says
0:32:54 > 0:33:00another, it is often very difficult to prove which person is right.
0:33:00 > 0:33:04In those circumstances I have to say, was it reasonable to
0:33:04 > 0:33:09leave the item in a box for a period of two months without examining it?
0:33:09 > 0:33:12Fair enough. So what about this lady?
0:33:12 > 0:33:17She ordered a £300 Christmas hamper from a large online store.
0:33:17 > 0:33:19She received e-mail confirmation that it was en route,
0:33:19 > 0:33:21but it never arrived.
0:33:21 > 0:33:24The online retailer maintains she must have received it.
0:33:24 > 0:33:25She's refusing to pay
0:33:25 > 0:33:28and the company is adding on the interest. She feels it's
0:33:28 > 0:33:32time to go down the court route, but what are her chances of winning?
0:33:32 > 0:33:36Consumers shouldn't be asked to pay for goods they've not
0:33:36 > 0:33:39received, that's sort of very basic.
0:33:39 > 0:33:42However, it's difficult sometimes for a consumer to prove that they
0:33:42 > 0:33:44haven't received the goods.
0:33:44 > 0:33:49In most instances a reputable retailer would accept what a consumer
0:33:49 > 0:33:52has to say, but in the sort of circumstances of Christmas
0:33:52 > 0:33:56hampers not arriving it may be advisable for the consumer to
0:33:56 > 0:34:01draw this to the attention of their local trading standards association.
0:34:01 > 0:34:04It may not be an isolated occurrence,
0:34:04 > 0:34:08it may be a wider problem affecting a lot of consumers.
0:34:08 > 0:34:11That may give them support for their own civil claim.
0:34:13 > 0:34:15That's a very good point, always worth trying to find out
0:34:15 > 0:34:18if others have had a similar complaint against the same
0:34:18 > 0:34:21company. But before we all rush off and file a claim in the courts,
0:34:21 > 0:34:25there are some things we should bear in mind.
0:34:25 > 0:34:29In certain circumstances it would be strongly advisable to get
0:34:29 > 0:34:34legal advice before embarking on what could be an expensive
0:34:34 > 0:34:36exercise of going to court.
0:34:36 > 0:34:41But ultimately it may be the only method of obtaining compensation.
0:34:41 > 0:34:44They should consider the cost of the item,
0:34:44 > 0:34:47how much it's going to cost them to pursue it
0:34:47 > 0:34:51and they should take into account that they may not be successful.
0:34:51 > 0:34:55And even if they are successful it may need an enforcement order
0:34:55 > 0:34:57to get the money out of the trader.
0:34:57 > 0:35:01Remember, think carefully, get your facts in order
0:35:01 > 0:35:04and be prepared to stand up for what you think is fair.
0:35:04 > 0:35:06So you don't have to be a consumer king to win, but
0:35:06 > 0:35:10if you think you're right, put up a fight.
0:35:17 > 0:35:19I'm on the case for Ros Rogers,
0:35:19 > 0:35:22who had to claim on her home insurance after her house was
0:35:22 > 0:35:25flooded by her next door neighbour's drainage system.
0:35:25 > 0:35:27After two years of waiting for her neighbours to
0:35:27 > 0:35:31rectify their problems, Ros's house was finally put right.
0:35:31 > 0:35:35But within months the damp had returned and Ros started to
0:35:35 > 0:35:38notice that some of the building work was not up to scratch.
0:35:38 > 0:35:43It's very frustrating and it's heartbreaking.
0:35:43 > 0:35:46This is our home, this is what we waited for three years to come
0:35:46 > 0:35:49back to and still it's not right.
0:35:49 > 0:35:53Ros employed an independent surveyor to identify all the issues that
0:35:53 > 0:35:58need to be rectified and I've sent a list of those issues to NatWest.
0:35:58 > 0:36:01I've also asked them if they're willing to pay for a different
0:36:01 > 0:36:03building firm to carry out the work.
0:36:03 > 0:36:06And I'm about to call them to see if they've made a decision.
0:36:06 > 0:36:10I'm at a stage where I feel like I'm really about to nail home
0:36:10 > 0:36:12this case with NatWest.
0:36:12 > 0:36:15So I'm going to ring up their rather charming lady that
0:36:15 > 0:36:18I spoke to a little while ago, Lisa,
0:36:18 > 0:36:21and see if I can just cross the Ts and dot the Is.
0:36:27 > 0:36:30Media relations, Lisa speaking.
0:36:30 > 0:36:32Hello, Lisa, it's Dominic from the BBC, good afternoon.
0:36:32 > 0:36:35- Hello, hi, how are you?- I'm all right, thank you. How are you?
0:36:35 > 0:36:39- Good, not too bad, thank you. - Where are you with Roslynne, then?
0:36:39 > 0:36:44So we're able to meet all of Mrs Roger's requests in terms of the remedial work required.
0:36:44 > 0:36:46Brilliant.
0:36:46 > 0:36:49We can arrange another builder and the costs will be covered
0:36:49 > 0:36:55and either it can be one that Roslynne would like to appoint
0:36:55 > 0:36:58or we can appoint another for her, whichever is her preference.
0:36:58 > 0:37:01Right, obviously to put it into layman's terms a little bit, if you
0:37:01 > 0:37:04guys recommended a builder and the work was substandard, then she can
0:37:04 > 0:37:07go back to you and complain about it, and you probably appreciate
0:37:07 > 0:37:10that. She'll be quite happy to choose her own builder
0:37:10 > 0:37:12but we want to make sure she has the same level of cover
0:37:12 > 0:37:16and protection if, hopefully it's an unlikely event,
0:37:16 > 0:37:20but if that work turns out to be substandard some time in the future.
0:37:20 > 0:37:23OK. I see what you're saying, I will check. OK?
0:37:26 > 0:37:29So NatWest has taken on board all the issues the independent surveyor
0:37:29 > 0:37:33picked up on and does appear keen to rectify matters for Ros.
0:37:33 > 0:37:36It has also agreed to award her £1,229
0:37:36 > 0:37:39to pay for replacement wardrobes.
0:37:39 > 0:37:41But there is one thing it doesn't agree with
0:37:41 > 0:37:44and that's the suggestion that the builders failed to allow
0:37:44 > 0:37:48sufficient time for the building to dry out before starting work.
0:37:48 > 0:37:51'I have been told that before the contractors
0:37:51 > 0:37:55'started the work on the property, it was passed as dry
0:37:55 > 0:37:58'and a drying certificate was issued so it would appear that the
0:37:58 > 0:38:02'damp issue is separate to the problem with the drains.'
0:38:02 > 0:38:04NatWest says it has examined the property externally
0:38:04 > 0:38:08and identified a possible alternative cause of the damp,
0:38:08 > 0:38:12but it needs to conduct an internal survey to confirm its suspicions.
0:38:12 > 0:38:13OK.
0:38:13 > 0:38:17I'll contact Ros and ask her to try and arrange a time to let you guys
0:38:17 > 0:38:20have access and then hopefully we'll be able to get it all sorted out.
0:38:20 > 0:38:24So we've certainly leapt forward in everything at the moment, haven't we?
0:38:24 > 0:38:26Yeah, we're cooking by gas,
0:38:26 > 0:38:29so hopefully once we get those wee bits sorted we can move on
0:38:29 > 0:38:34and of course the next step will be arranging access for the other
0:38:34 > 0:38:37contractor but hopefully that should happen quite quickly.
0:38:37 > 0:38:40Smashing. Lisa, as always you've been lovely.
0:38:40 > 0:38:44- Thank you, good to speak. - Bye-bye.
0:38:44 > 0:38:48You know, half the battle nowadays is getting somebody on the phone
0:38:48 > 0:38:52to deal with you in a nice, polite and civil manner.
0:38:52 > 0:38:54Lisa the lady from NatWest did that.
0:38:54 > 0:38:57I would find it very hard to get angry with her.
0:38:57 > 0:39:00But anyhow I don't need to,
0:39:00 > 0:39:02because it looks like now we're finally going to get
0:39:02 > 0:39:05the resolution that Ros needs and has been waiting donkey's years for.
0:39:05 > 0:39:10All that remains now is for me to go and see Ros to break the good news.
0:39:11 > 0:39:15I get the impression from Ros that she thought NatWest had gone
0:39:15 > 0:39:19west, but I'm about to meet her now and hopefully put her mind at rest.
0:39:19 > 0:39:22Look at that! I'm a poet and didn't know it.
0:39:22 > 0:39:24Ros. hello there, nice to meet you.
0:39:24 > 0:39:27And you got me a cup of tea in, you're my favourite.
0:39:27 > 0:39:30- I've never had that before, you know.- Well, there's always a first time.
0:39:30 > 0:39:34Right, let's get down to the reason why we're here, your problem.
0:39:34 > 0:39:37It started a long time ago, didn't it?
0:39:37 > 0:39:39It did, it started the beginning of 2010.
0:39:39 > 0:39:41Right, so we're talking about four years ago.
0:39:41 > 0:39:46Well, Lisa at NatWest has confirmed to me now that you are able
0:39:46 > 0:39:50to have a different builder round to rectify and put right all the works.
0:39:50 > 0:39:53Right.
0:39:53 > 0:39:55Now you are within your rights
0:39:55 > 0:39:57if you want to employ your own builder or they will send you
0:39:57 > 0:40:00a list of other approved builders, people that they've used before,
0:40:00 > 0:40:04they're aware of their work and they know that it's going to be OK.
0:40:04 > 0:40:07We're going to leave that decision down to you,
0:40:07 > 0:40:11but certainly they're ready to move like tomorrow.
0:40:11 > 0:40:14- They want to get this sorted out. - Fantastic, at last.
0:40:14 > 0:40:19Now, one of the things which she did tell me about which is quite
0:40:19 > 0:40:23interesting is they think they now know where this water leak is coming
0:40:23 > 0:40:27from, but they've only inspected it from the outside and what she needs
0:40:27 > 0:40:31to do is gain access from you to the inside just to make sure 100% that's
0:40:31 > 0:40:32where it's coming from.
0:40:32 > 0:40:36And I'd very much doubt you're going to get a wrong
0:40:36 > 0:40:39diagnosis at this point, I think they're going to be very thorough.
0:40:39 > 0:40:43I also let Ros know that NatWest has agreed to make a payment to
0:40:43 > 0:40:46her of £1,229 to cover replacement wardrobes
0:40:46 > 0:40:50and that it has apologised to her for not making this payment sooner.
0:40:52 > 0:40:55What you've done by bringing this to my attention is brilliant.
0:40:55 > 0:40:58We're sorting it out for you, We're 99% there, I hope next time
0:40:58 > 0:41:02we speak, the cheques are in the post, the builders are working
0:41:02 > 0:41:05round your house and your problems will soon be a distant memory.
0:41:05 > 0:41:08- I hope so. - How are you feeling right now?
0:41:08 > 0:41:11- I'm absolutely over the moon. - You do look relieved.
0:41:11 > 0:41:15Yeah, I really am, at long last there's some hope,
0:41:15 > 0:41:17there's some light at the end of the tunnel.
0:41:17 > 0:41:19It's a chapter I can now close
0:41:19 > 0:41:22and move on to the next phase of my life.
0:41:22 > 0:41:26So hopefully next time we speak that's it, a distant memory.
0:41:26 > 0:41:29- Absolutely, and I can't wait. - Good luck to you.- Thank you.
0:41:29 > 0:41:31- Can I buy you a latte? - You most definitely can.
0:41:31 > 0:41:33Come on, then.
0:41:37 > 0:41:40NatWest have finally given Ros the resolution she's been
0:41:40 > 0:41:42waiting for so long.
0:41:42 > 0:41:45And they've sent us the following statement.
0:42:06 > 0:42:10The most important thing here though is that my job is finally done
0:42:10 > 0:42:14and, after four years of frustration and heartache, Ros can at last
0:42:14 > 0:42:18move on with her life and enjoy some quality time with her family.
0:42:18 > 0:42:22I'm really looking forward to it, it's been so long
0:42:22 > 0:42:28waiting for it all to take shape, to feel like a home again, to look in
0:42:28 > 0:42:32places and not see these damp areas all the time or all the problems.
0:42:32 > 0:42:35It'll just be so nice to come home, close the door
0:42:35 > 0:42:37and make it feel like home again.
0:42:37 > 0:42:41Ros has decided to pick a builder from the list that NatWest
0:42:41 > 0:42:44will send her, so that she's covered if - heaven forbid - things
0:42:44 > 0:42:47go wrong again and she plans to gets things moving as soon as possible.
0:42:47 > 0:42:49Good on you, Ros.
0:42:49 > 0:42:52I'm going to get on it straightaway, I'm going to contact the chartered
0:42:52 > 0:42:56surveyor, arrange a date for him to go over, go through the place from
0:42:56 > 0:43:01top to bottom, get a work schedule in place and it's just a relief
0:43:01 > 0:43:07knowing that somebody is out there ready to help and to move forward
0:43:07 > 0:43:11and I'm really excited about seeing the final picture, I really am.