0:00:02 > 0:00:06'I'm Dominic Littlewood and I'm here to champion your consumer rights.'
0:00:06 > 0:00:08Could you let her know I called
0:00:08 > 0:00:11because she's probably quite keen to speak to me.
0:00:11 > 0:00:13'Any problem, no matter how big or small,
0:00:13 > 0:00:15'I'll help you get the service you deserve.'
0:00:15 > 0:00:18I'm getting the impression you don't want to answer
0:00:18 > 0:00:20any of the questions now, is that correct?
0:00:20 > 0:00:22'Whether that involves getting your money back... '
0:00:22 > 0:00:23We've never had the phone,
0:00:23 > 0:00:26so we're not going to pay for a phone we've not had.
0:00:26 > 0:00:29'..or taking on your contract conundrums... '
0:00:29 > 0:00:31If we book a holiday with that company,
0:00:31 > 0:00:34that company should be the one that you complain to.
0:00:34 > 0:00:36'..I'm here to help.'
0:00:38 > 0:00:42You've decided on your dream career and you've found the perfect course.
0:00:42 > 0:00:45Everything is looking rosy, but before you know it,
0:00:45 > 0:00:49it all goes horribly wrong. So, where do you stand?
0:00:49 > 0:00:51It's just stopped me in my tracks
0:00:51 > 0:00:53and I don't really know where to go from here.
0:00:53 > 0:00:56And what can you do when you're let down by the very company
0:00:56 > 0:00:59you are paying to provide you protection?
0:00:59 > 0:01:03I wasn't really treated as a customer by the company at all.
0:01:03 > 0:01:05I was just treated as somebody who was a bit of an annoyance.
0:01:05 > 0:01:07Now, we all love a bit of shopping,
0:01:07 > 0:01:11but do you know your consumer rights when it comes to buying online?
0:01:11 > 0:01:15I'm taking on your consumer problems to make sure you don't get done!
0:01:19 > 0:01:22When I was young, computers were still in their infancy,
0:01:22 > 0:01:24the World Wide Web hadn't even been invented.
0:01:24 > 0:01:27But nowadays, everything is done online -
0:01:27 > 0:01:31shopping, dating and even online education.
0:01:31 > 0:01:32There's been a boom in that
0:01:32 > 0:01:35because people like the thought of working from home,
0:01:35 > 0:01:39around their own commitments. And with the prospect of a new job and
0:01:39 > 0:01:42even a qualification at the end of it, you can see why it's attractive.
0:01:42 > 0:01:46And that's exactly what Bradley Abbot thought when he decided to
0:01:46 > 0:01:49put his job-hopping days behind him and train for a career.
0:01:49 > 0:01:53I knew I wanted to go into some sort of construction.
0:01:53 > 0:01:57I came across welding. Apparently, they get paid twice
0:01:57 > 0:02:01or three times the amount of any other person on a building site.
0:02:01 > 0:02:06Plus you've got the added factor of going around the world
0:02:06 > 0:02:10doing loads of stuff in up and coming countries.
0:02:10 > 0:02:13I was very happy that Bradley was trying to focus on something
0:02:13 > 0:02:15that would give him a career.
0:02:15 > 0:02:17With the prospect of a well-paid career
0:02:17 > 0:02:20and the chance of travelling around the world, Bradley set his
0:02:20 > 0:02:22heart on becoming a welder.
0:02:22 > 0:02:25All he needed was the right qualifications.
0:02:25 > 0:02:28It was all about price, to be honest with you.
0:02:28 > 0:02:34The university fees are way out of the league that I can afford.
0:02:34 > 0:02:37Bradley started to look into training providers.
0:02:37 > 0:02:39And it wasn't long before he found what he thought
0:02:39 > 0:02:42was his perfect course.
0:02:42 > 0:02:45I was on the internet searching welding courses,
0:02:45 > 0:02:47it came up with ATL Practical Training.
0:02:47 > 0:02:51I was excited about the fact of learning how to weld.
0:02:51 > 0:02:55One - because you've got elements with quite a scientific side to it.
0:02:55 > 0:02:58Obviously, you have the fact that you are working with your hands,
0:02:58 > 0:02:59so that's an added bonus.
0:02:59 > 0:03:02He wasted no time and called them up.
0:03:02 > 0:03:05A course advisor visited him at home and it looked as though
0:03:05 > 0:03:08his new career could be within reach.
0:03:08 > 0:03:10The advisor came around,
0:03:10 > 0:03:14showed me the DVDs, the books, the whole course.
0:03:14 > 0:03:18You don't have the added pressure of sitting in a classroom, sitting
0:03:18 > 0:03:23examinations, and you can sort of work at your own pace, really.
0:03:23 > 0:03:24It sounded really good.
0:03:24 > 0:03:27From his chat with the advisor, Bradley thought
0:03:27 > 0:03:29he had found the perfect course,
0:03:29 > 0:03:32which would combine solid theory-based assessments
0:03:32 > 0:03:34and then lead to the practical hands-on training.
0:03:34 > 0:03:40All Bradley had to do was find the £5,770 to pay for it,
0:03:40 > 0:03:44but the course advisor had an option and offered him a finance deal.
0:03:44 > 0:03:48When the advisor told me about the fact of the loan,
0:03:48 > 0:03:51I wasn't too bothered about borrowing the money
0:03:51 > 0:03:54because it would have been a means to the end.
0:03:54 > 0:03:58He explained to me about the cost.
0:03:58 > 0:04:03There was obviously a £100 sign up fee.
0:04:03 > 0:04:07Paying the course back was through a direct debit
0:04:07 > 0:04:10in monthly instalments of £135.
0:04:12 > 0:04:15Bradley signed up to both the course and the financial agreement,
0:04:15 > 0:04:18which he would pay off over 3.5 years.
0:04:20 > 0:04:24The whole family was happy with Bradley's choice and with
0:04:24 > 0:04:28a goal in sight, he wasted no time and knuckled down to his studies.
0:04:28 > 0:04:33Once I started the course, the theory side of it I thought was
0:04:33 > 0:04:37really good so I started to do more and more.
0:04:37 > 0:04:41And the exams were... I was doing about two exams each month.
0:04:41 > 0:04:44I was happy with how everything was going.
0:04:44 > 0:04:46Hopefully, I was going to be in a job later on that year.
0:04:46 > 0:04:49We had a lot of positive feedback from Bradley.
0:04:49 > 0:04:52We would see him once a week and every time that we saw him,
0:04:52 > 0:04:54he was talking about the course in a very positive way.
0:04:54 > 0:04:57Seemed to be ploughing through the course.
0:04:57 > 0:05:00- And enjoying it, wasn't he? - Yeah. And very much enjoying it.
0:05:00 > 0:05:04But after eight months of theory work and passing 11 exams,
0:05:04 > 0:05:07he was looking forward to getting his hands dirty
0:05:07 > 0:05:09and actually using a welding gun.
0:05:09 > 0:05:12But there was one more exam in his way - a health and safety one.
0:05:12 > 0:05:15After failing twice, a stumped Bradley turned
0:05:15 > 0:05:17to his family for help.
0:05:18 > 0:05:22Bradley came to see us and he said that he
0:05:22 > 0:05:25was struggling with the final part of his online course.
0:05:26 > 0:05:29He was demoralised by the process.
0:05:29 > 0:05:33I think Bradley became quite despondent, lost interest.
0:05:33 > 0:05:36We suggested that he do his next online course with us
0:05:36 > 0:05:38and we could sit there and we could view it.
0:05:43 > 0:05:46But again Bradley failed the exam.
0:05:46 > 0:05:48And after looking at the questions,
0:05:48 > 0:05:52Roy and Jackie weren't surprised by his failure either.
0:05:52 > 0:05:56We found the questions to be so vague.
0:05:56 > 0:06:01There was one question that was relating to slippery work surfaces
0:06:01 > 0:06:05and what you feel that you should do from a
0:06:05 > 0:06:08health and safety point of view to safeguard yourself.
0:06:08 > 0:06:12And the multiple answers were all correct things you should do.
0:06:12 > 0:06:14Completely open to interpretation,
0:06:14 > 0:06:17completely open to anybody's opinion on it.
0:06:17 > 0:06:21Not wanting to be beaten, Bradley again sat down and took the exam.
0:06:21 > 0:06:25Once I failed the fourth health and safety test,
0:06:25 > 0:06:31I sent off the e-mail straight to the headquarters.
0:06:31 > 0:06:38I wrote a comment, big essay saying, why have I not passed,
0:06:38 > 0:06:44what's going on, why does this health and safety seem so difficult,
0:06:44 > 0:06:47why are all the answers open-ended?
0:06:47 > 0:06:49Just that, basically.
0:06:49 > 0:06:52I think they replied a week later
0:06:52 > 0:06:56just saying that they will send out a hard copy.
0:06:56 > 0:06:59And it wasn't long before the paper exam arrived,
0:06:59 > 0:07:01along with a letter.
0:07:01 > 0:07:06This is a letter that ATL have posted to me.
0:07:06 > 0:07:10It says that because of my inability to pass
0:07:10 > 0:07:12the health and safety course...
0:07:12 > 0:07:16And in brackets it says "unlike most of our students",
0:07:16 > 0:07:20which I thought was a bit demeaning in the fact that
0:07:20 > 0:07:23I passed most of my exams on the first or second attempt.
0:07:25 > 0:07:28It was at this stage that Bradley started to question
0:07:28 > 0:07:30whether or not the course was right for him.
0:07:31 > 0:07:34I sort of resigned myself to the fact that
0:07:34 > 0:07:38I pumped all the money into the course and nothing has happened.
0:07:38 > 0:07:41After failing this part of the course on numerous occasions,
0:07:41 > 0:07:45Bradley felt like he would never be able to progress past this exam
0:07:45 > 0:07:49and therefore would never move forward towards a qualification.
0:07:50 > 0:07:57He had already paid £1,485 out of his total bill of £5,770.
0:07:57 > 0:08:00So he decided to take action.
0:08:00 > 0:08:02I stopped paying,
0:08:02 > 0:08:07mainly because of the speed I was going at with the course.
0:08:07 > 0:08:11I was literally hit with a brick wall with this health and safety.
0:08:11 > 0:08:15Trust me, stopping payments is not the right way to go about cancelling
0:08:15 > 0:08:18a financial agreement, as Bradley soon found out.
0:08:19 > 0:08:23Debt collector letters started coming maybe every three days.
0:08:23 > 0:08:26I knew what I was getting myself into at the beginning
0:08:26 > 0:08:29of the course anyway, the problem was that they are coming after me for
0:08:29 > 0:08:34money and I hadn't even completed the course. It was just frustrating.
0:08:35 > 0:08:39You've got to admire anybody that puts in time, effort
0:08:39 > 0:08:42and money to make something of themselves.
0:08:42 > 0:08:45So it's a shame for Bradley that his course with ATL
0:08:45 > 0:08:47doesn't seem to be working out.
0:08:47 > 0:08:51ATL Practical Training Ltd offers students a chance to gain
0:08:51 > 0:08:55a qualification through blended learning which combines
0:08:55 > 0:08:58part-online study with some classroom-based training -
0:08:58 > 0:09:02giving students control over the time, place and pace of their study.
0:09:02 > 0:09:06I think it's time to get in contact with ATL to find out more.
0:09:14 > 0:09:17Shopping online - it's fun, it's hassle free
0:09:17 > 0:09:20and you don't even technically have to get dressed to go to the shops.
0:09:20 > 0:09:22Which sounds perfect.
0:09:22 > 0:09:25But if my inbox is anything to go by, it's far from it.
0:09:26 > 0:09:30I always get e-mails and letters from you about shopping woes.
0:09:30 > 0:09:32And no more so than when it's something bought
0:09:32 > 0:09:34with the click of a button.
0:09:34 > 0:09:37From it not turning up, to not being what you ordered...
0:09:37 > 0:09:40And you're not the only ones.
0:09:40 > 0:09:44I've had to complain about an order I placed online not turning up.
0:09:44 > 0:09:48I was told that it had turned up and they charged me for it.
0:09:48 > 0:09:52And so I told them about it and they were actually really nice
0:09:52 > 0:09:55and they gave me a refund and they found the order.
0:09:55 > 0:09:59They got it sent to me in the end, and they were very apologetic.
0:09:59 > 0:10:02If I was to buy something and I was disappointed when it did come...
0:10:02 > 0:10:04So, if it was online, then obviously then you would
0:10:04 > 0:10:07just have to look or hopefully you've got a receipt.
0:10:07 > 0:10:10But then it's always hard to refund it because
0:10:10 > 0:10:14you would have to send it back and obviously get your refund that way.
0:10:14 > 0:10:18But do you know your consumer rights when shopping online?
0:10:18 > 0:10:21No? Never mind, we know someone who does.
0:10:21 > 0:10:24When you shop online, you actually have far better rights than
0:10:24 > 0:10:28if you buy in store. You are covered by the Distance Selling Regulations.
0:10:28 > 0:10:31That means you can return the item for any reason whatsoever,
0:10:31 > 0:10:34up to seven days after you have received the goods.
0:10:34 > 0:10:37That's great news if you've bought something
0:10:37 > 0:10:40and you've decided you don't like the colour, for example.
0:10:40 > 0:10:43You can just send it straight back and you're entitled to a full refund.
0:10:43 > 0:10:46And that's not the only advantage to buying online.
0:10:46 > 0:10:49On the high street, you're covered by the Sale of Goods Act.
0:10:49 > 0:10:52When you buy online, you're covered by both the Sale of Goods Act
0:10:52 > 0:10:55and the Distance Selling Regulations. So that means, not only have the
0:10:55 > 0:10:59goods got to be as described, fit for purpose, of satisfactory quality,
0:10:59 > 0:11:01all the usual rights you get under the Sale of Goods Act,
0:11:01 > 0:11:04you're also covered by the Distance Selling Regulations.
0:11:04 > 0:11:06Cos you're buying this thing you've seen on the internet,
0:11:06 > 0:11:09probably just a photograph. When you receive it,
0:11:09 > 0:11:12if it's just not quite what you're expecting, the quality is not
0:11:12 > 0:11:15up to scratch, for example, then you can send it straight back.
0:11:15 > 0:11:17You don't have to prove that the item is faulty in any way,
0:11:17 > 0:11:19you can just change your mind
0:11:19 > 0:11:22and you are entitled to a full refund for that item.
0:11:22 > 0:11:26Sounds simple enough, but it's obviously not that straightforward.
0:11:26 > 0:11:28Barry's contacted us.
0:11:28 > 0:11:30He bought a tablet for his granddaughter
0:11:30 > 0:11:33from a very well-known online shopping site.
0:11:33 > 0:11:37After five months, it went wrong, so Barry contacted the company.
0:11:37 > 0:11:39They said, "Not our fault, guv'nor,"
0:11:39 > 0:11:42and put him in touch with the actual seller.
0:11:42 > 0:11:45So it's not as simple as Barry first thought.
0:11:45 > 0:11:48The items you buy have to be what you're expecting,
0:11:48 > 0:11:51they have to be of good quality, they have to be as described
0:11:51 > 0:11:54and they have to be fit for the purpose you intended to buy them for.
0:11:54 > 0:11:57Before you buy something online, make sure you check who you're
0:11:57 > 0:12:00actually forming a contract with. And, in particular, when you're
0:12:00 > 0:12:04buying from a kind of marketplace or an auction website, who's got
0:12:04 > 0:12:07the responsibility for the goods, who's actually selling them to you?
0:12:07 > 0:12:12Is it the marketplace or is it the marketplace seller specifically?
0:12:12 > 0:12:14Because that will affect who you would go back to
0:12:14 > 0:12:16if you have problems with the goods or
0:12:16 > 0:12:18if you decide you want to return them at a later date.
0:12:18 > 0:12:22It seems it's not just electronic items that are causing you problems.
0:12:22 > 0:12:25I've heard from Gemma. Now she bought a treadmill -
0:12:25 > 0:12:28which is a large, bulky and very heavy item -
0:12:28 > 0:12:30from an online auction site.
0:12:30 > 0:12:32When it arrived, it didn't work.
0:12:32 > 0:12:35Gemma was put in touch with the seller and then found out
0:12:35 > 0:12:38that she had to foot the bill for returning the item.
0:12:38 > 0:12:41Crikey, Gemma. I think a run round the park would've been cheaper.
0:12:41 > 0:12:44Different retailers will have different policies
0:12:44 > 0:12:46as to who has to cover the return postage.
0:12:46 > 0:12:48So there is no hard and fast rule in law.
0:12:48 > 0:12:52And some sellers will say, you know, return it to us free of charge
0:12:52 > 0:12:54and they'll send you a return postage label.
0:12:54 > 0:12:57Other retailers will say,
0:12:57 > 0:13:00if you want to return it, you have to bear the cost of doing that.
0:13:00 > 0:13:03And one thing to look out for there is who you're actually buying from.
0:13:03 > 0:13:05Because if it's a retailer, for example, overseas,
0:13:05 > 0:13:08and that isn't always immediately obvious, then the cost of returning
0:13:08 > 0:13:11that item can obviously be quite substantial.
0:13:11 > 0:13:13And obviously the bigger the item as well,
0:13:13 > 0:13:15the more it's likely to cost you to return it.
0:13:15 > 0:13:18So it's really worth checking that before you buy, because if you do
0:13:18 > 0:13:22decide to exercise your rights under the Distance Selling Regulations,
0:13:22 > 0:13:26you may have to pay a fairly hefty return postage fee with some sites.
0:13:26 > 0:13:29It can also be a worry when you're left waiting
0:13:29 > 0:13:32and waiting for a purchase to arrive.
0:13:32 > 0:13:34If you buy something online and it just doesn't turn up,
0:13:34 > 0:13:38then the responsibility is squarely with the retailer who sold you
0:13:38 > 0:13:40that item to put that right.
0:13:40 > 0:13:42So they're entirely responsible for that item
0:13:42 > 0:13:45until the point of which it is delivered to you personally.
0:13:45 > 0:13:48So even if the item was, for example, left on your doorstep
0:13:48 > 0:13:51and you had a note through the door to say this is where it's
0:13:51 > 0:13:54been left, if you get home and the item is not there, then
0:13:54 > 0:13:58the responsibility is squarely with the retailer to replace that item.
0:13:58 > 0:14:00If you are going to shop online,
0:14:00 > 0:14:02remember you're protected by your rights.
0:14:07 > 0:14:11Bradley Abbot had signed up to an online course in welding,
0:14:11 > 0:14:14with the promise of a new and exciting career at the end of it.
0:14:14 > 0:14:16But he found himself tied into a finance agreement
0:14:16 > 0:14:19and a course that wasn't right for him.
0:14:19 > 0:14:22I've been looking through my e-mails and it turns out that Bradley
0:14:22 > 0:14:26isn't the only one to be having problems with a training provider.
0:14:26 > 0:14:29Rydhwan Miah from Surrey decided to take up
0:14:29 > 0:14:32an online renewable energy course while on a break
0:14:32 > 0:14:35from studying for his university degree in psychology.
0:14:35 > 0:14:39I have always been interested in renewable energy,
0:14:39 > 0:14:43electronics, that sort of stuff. So while I had the time,
0:14:43 > 0:14:47I looked around for some courses online and I found ATL.
0:14:48 > 0:14:51Just like Bradley, Rydhwan had a visit from an advisor
0:14:51 > 0:14:54who explained the course and the finance agreement to him.
0:14:55 > 0:15:02I felt like...this is it. I can finally take on my side interests
0:15:02 > 0:15:05into the real world and do something with it.
0:15:06 > 0:15:10Rydhwan signed up to the programme, which would lead to an NVQ -
0:15:10 > 0:15:12a nationally recognised qualification -
0:15:12 > 0:15:15but the course didn't turn out as he had hoped.
0:15:16 > 0:15:21They sold me the course as a domestic renewable energy engineer
0:15:21 > 0:15:24but then I spoke to the tutors and they told me,
0:15:24 > 0:15:26no, you are on the plumbing course.
0:15:26 > 0:15:29So Rydhwan had been enrolled on a programme
0:15:29 > 0:15:32incorporating renewable energy, but it was more plumbing-based.
0:15:32 > 0:15:35Preferring the electrical engineering side of the skill-set,
0:15:35 > 0:15:38he asked to be transferred to the electricians' course
0:15:38 > 0:15:41which also had a renewable energy element to it.
0:15:41 > 0:15:44So once they transferred me over to the electrician course,
0:15:44 > 0:15:47I found out that actually, no, this course doesn't have the
0:15:47 > 0:15:49renewable engineering side of it.
0:15:49 > 0:15:52ATL admitted that he'd mistakenly been enrolled on the wrong
0:15:52 > 0:15:56electricians' course but before transferring him to the
0:15:56 > 0:15:58right one, there was a catch.
0:15:58 > 0:16:01They explained to me, if you want to do the renewable energy side of it,
0:16:01 > 0:16:04you're going to have to pay an extra £1,000 for it.
0:16:04 > 0:16:08I was willing to do that because it was a passion of mine.
0:16:08 > 0:16:13By now, the total cost was £6,820 and he was finally signed up
0:16:13 > 0:16:15to a course he wanted to do.
0:16:15 > 0:16:18But due to the mix up over his enrolment, coupled with him
0:16:18 > 0:16:22finding the coursework confusing and, in his opinion, not
0:16:22 > 0:16:26corresponding to the test questions, over the next five months he
0:16:26 > 0:16:29started to question whether he was ever going to get a qualification.
0:16:29 > 0:16:32To be honest, it just felt very difficult.
0:16:32 > 0:16:34It just didn't feel that it was right for me.
0:16:35 > 0:16:39But having already paid off over £1,000 via his monthly instalments
0:16:39 > 0:16:44towards the course, he found himself in a sticky situation.
0:16:44 > 0:16:47So he decided to contact the Citizens Advice Bureau for help.
0:16:47 > 0:16:52I was lucky with the Citizens Advice Bureau. They were able to help me
0:16:52 > 0:16:56compose a letter, quiet formal, and just say that I'd like to quit.
0:16:58 > 0:17:01So, I now have two lads who both signed up to training courses
0:17:01 > 0:17:04only to find they turned out not to be right for them.
0:17:04 > 0:17:07And that now they are tied into finance agreements
0:17:07 > 0:17:09and owe thousands of pounds.
0:17:10 > 0:17:15I put a call in to ATL and was told to e-mail everything over.
0:17:15 > 0:17:18So I've sent them an outline of both Bradley and Rydhwan's cases
0:17:18 > 0:17:21and asked for a response.
0:17:21 > 0:17:24I've done a bit of research into ATL myself.
0:17:24 > 0:17:28In 2012, it seems they won some awards for their online courses.
0:17:28 > 0:17:31And their website boasts testimonials from students
0:17:31 > 0:17:34who have gone on to form successful careers.
0:17:34 > 0:17:36So, Bradley couldn't get through to the practical side of things,
0:17:36 > 0:17:38but it seems others have done so.
0:17:38 > 0:17:42I'm questioning whether or not Bradley did enough research
0:17:42 > 0:17:44into his chosen career.
0:17:44 > 0:17:47So I've asked him to do some studying into welding courses
0:17:47 > 0:17:48in his area.
0:17:50 > 0:17:55When I first started looking up courses, I didn't even know that they
0:17:55 > 0:17:59did welding at the colleges near me.
0:17:59 > 0:18:05Looking at this website now, I would definitely, if I could tomorrow,
0:18:05 > 0:18:07I'd go enrol in this college.
0:18:08 > 0:18:14The cost of this college course is £380.
0:18:14 > 0:18:18Which is for ten weeks, one evening a week.
0:18:18 > 0:18:21And it covers the plasma arc welding.
0:18:22 > 0:18:25It actually does say here,
0:18:25 > 0:18:29"practical instructions on health and safety welding processes."
0:18:29 > 0:18:32It's also got the oxyacetylene welding,
0:18:32 > 0:18:37manual metal arc welding, and metal inert gas welding as well.
0:18:38 > 0:18:41That sounds great but very technical.
0:18:42 > 0:18:45Compared to the course that I was doing,
0:18:45 > 0:18:49value for the money, as well as actually talking to teachers,
0:18:49 > 0:18:51being in the workshop,
0:18:51 > 0:18:54it just seems much better, much more practical.
0:18:54 > 0:18:59I wish I had definitely found this course instead of
0:18:59 > 0:19:04clicking on the first website that I saw earlier on in the year.
0:19:04 > 0:19:06Deciding on what you want to do as a career is one thing,
0:19:06 > 0:19:09actually getting there is another.
0:19:09 > 0:19:11Now, if you are in your teens, you might still have the
0:19:11 > 0:19:14option of university or college, which is great.
0:19:14 > 0:19:17But some people need to study around their job,
0:19:17 > 0:19:21can't afford their fees or the time it takes up.
0:19:21 > 0:19:24And that's where online training courses appeal.
0:19:24 > 0:19:27Now, with so many courses out there, some more practical than others,
0:19:27 > 0:19:30how do you know where to turn to get the right advice?
0:19:32 > 0:19:35I'm heading to the Construction Industry Training Board
0:19:35 > 0:19:37to find out what you should be looking for
0:19:37 > 0:19:41when you want to study for a practical career such as building.
0:19:43 > 0:19:47If I was a young lad or if some parents were trying to help their
0:19:47 > 0:19:52son or daughter get into a course, what should they be looking out for?
0:19:52 > 0:19:55I suppose the first thing a youngster needs to do is
0:19:55 > 0:19:57indentify what they want to do.
0:19:57 > 0:20:00So, become familiar with what's available to them
0:20:00 > 0:20:02in the sector that they want to go and work in.
0:20:02 > 0:20:10So we would expect qualifications to be clear and concise in what they
0:20:10 > 0:20:15contain, what's expected and what the outcome is of the qualification.
0:20:15 > 0:20:18The marketplace has a couple of routes into training.
0:20:18 > 0:20:22College is one route, and your training providers are another route.
0:20:22 > 0:20:24So, within the marketplace,
0:20:24 > 0:20:27that is what is available and the consumer chooses.
0:20:27 > 0:20:30Bradley and Rydhwan decided on the training providers route,
0:20:30 > 0:20:33but they soon found out that the course
0:20:33 > 0:20:35they had signed up to wasn't right for them.
0:20:35 > 0:20:38It's imperative when choosing a course that you know exactly what
0:20:38 > 0:20:41you are getting into and what other options are available to you.
0:20:42 > 0:20:44OK, so give me some key points here.
0:20:44 > 0:20:46You shop around, you go to a search engine
0:20:46 > 0:20:49and say you want to do a welding course, bricklayer course, whatever.
0:20:49 > 0:20:51What are the things that they should be looking for
0:20:51 > 0:20:55and thinking, that's a plus point or I don't like the sound of that?
0:20:55 > 0:20:58Don't be sold the qualification, tell them what you want,
0:20:58 > 0:21:01get them to help guide you into the right qualification,
0:21:01 > 0:21:03ensuring that you can achieve it.
0:21:03 > 0:21:06So that means going through exactly what the requirements are
0:21:06 > 0:21:07of the qualification
0:21:07 > 0:21:10so you are not going to get to the end and not be able to complete.
0:21:10 > 0:21:12And what are the warning signs?
0:21:12 > 0:21:16Warning signs? Well, providers not asking you the questions
0:21:16 > 0:21:19and selling you the qualifications that they want you to do.
0:21:19 > 0:21:26Credit agreements, finance ahead of qualification
0:21:26 > 0:21:28and developments.
0:21:28 > 0:21:33Now, providers are in business to clearly make money,
0:21:33 > 0:21:37however, a good provider will balance that with the good
0:21:37 > 0:21:40of the individual and wanting to contribute to the industry.
0:21:41 > 0:21:45Both Bradley and Rydhwan had signed up to gain their qualifications
0:21:45 > 0:21:47with training provider ATL.
0:21:47 > 0:21:51As an awarding body, I've asked Chris if the CITB
0:21:51 > 0:21:53has had any dealings with them.
0:21:53 > 0:21:56It was brought to our attention that our logo was being used
0:21:56 > 0:21:59inappropriately, and we don't stand for that.
0:21:59 > 0:22:04We take it very seriously that our logo is used in an appropriate way.
0:22:04 > 0:22:08So we issued a cease and desist letter instructing the firm
0:22:08 > 0:22:12to stop using our logo inappropriately.
0:22:14 > 0:22:17ATL claimed that they offered a gas course
0:22:17 > 0:22:21which follows the CITB's awarding body, Cskills Syllabus,
0:22:21 > 0:22:25when the CITB hadn't authorised them to do so.
0:22:25 > 0:22:27ATL have now removed this from their website.
0:22:28 > 0:22:32So there is plenty to look out for when choosing the right course.
0:22:32 > 0:22:36From what you have said to me, make sure that at the end of it
0:22:36 > 0:22:38you have got something that is value for money.
0:22:38 > 0:22:41You are going to get some sort of certificate, be it Cskills,
0:22:41 > 0:22:43City and Guilds, NVQ, whatever.
0:22:43 > 0:22:45You want an accredited certificate at the end of it
0:22:45 > 0:22:48that says you have done the course.
0:22:48 > 0:22:50And that will help you get further on in your career, yeah?
0:22:50 > 0:22:53- Yep, absolutely.- Thanks, Chris. Thank you ever so much for your time.
0:22:53 > 0:22:55I appreciate it.
0:22:56 > 0:22:58I have been doing some digging
0:22:58 > 0:23:01and it's not only the CITB who have had dealings with ATL.
0:23:05 > 0:23:08Bradley's welding course was accredited by another
0:23:08 > 0:23:09awarding body called EAL.
0:23:10 > 0:23:12They say...
0:23:21 > 0:23:23However, recently...
0:23:29 > 0:23:31We've had a response from ATL.
0:23:31 > 0:23:34They want to know why Bradley wants to cancel his course.
0:23:34 > 0:23:36So I've forwarded on a letter from Bradley stating
0:23:36 > 0:23:39he wanted a more hands-on course
0:23:39 > 0:23:42and was frustrated that he couldn't get to the practical stages.
0:23:42 > 0:23:45Fingers crossed we'll hear back from them soon.
0:23:45 > 0:23:49Both Bradley and Rydhwan asked to cancel their courses
0:23:49 > 0:23:50but were told they couldn't.
0:23:50 > 0:23:53They'd both signed up to a finance agreement.
0:23:53 > 0:23:55Getting out of a course is one thing,
0:23:55 > 0:23:59but cancelling a finance agreement is another one altogether.
0:23:59 > 0:24:03ATL has also told me it's made some changes - one being it no
0:24:03 > 0:24:07longer uses course advisors to sign up potential students.
0:24:07 > 0:24:11And it now offers its own finance arrangements directly to students.
0:24:11 > 0:24:15Both lads signed up to third-party finance contracts
0:24:15 > 0:24:18in which they agreed to pay the full amount of the course in advance.
0:24:18 > 0:24:22There are no standard policies within this industry with regards
0:24:22 > 0:24:25to how fees are charged - some training providers offer a
0:24:25 > 0:24:27pay-per-module system,
0:24:27 > 0:24:30while others ask for the full course fee upfront.
0:24:30 > 0:24:33All the providers must do is make their policy on refunds clear
0:24:33 > 0:24:35in their promotional material.
0:24:35 > 0:24:39And that information was on both Bradley and Rydhwan's agreements.
0:24:39 > 0:24:42With that in mind, I've come to have a chat with a lawyer
0:24:42 > 0:24:46to look over Bradley's paperwork and see what can be done.
0:24:46 > 0:24:49Kevin, this course that Bradley found himself signed up for...
0:24:49 > 0:24:53Let's start off with the finance agreement that he was given to sign
0:24:53 > 0:24:56to be able to pay for this course. What do you think of that?
0:24:56 > 0:24:58Well, on the face of it,
0:24:58 > 0:25:01it seems to give you all the information you need.
0:25:01 > 0:25:05It even comes with a basic "what you need to know" guide.
0:25:05 > 0:25:07I think it does exactly what it needs to do to satisfy
0:25:07 > 0:25:09what it needs to satisfy.
0:25:09 > 0:25:12So, as far as the paperwork is concerned, they are fine.
0:25:12 > 0:25:14As far as you are concerned, that is legal,
0:25:14 > 0:25:16there is nothing wrong with it.
0:25:16 > 0:25:19What I question is, why does he need to sign a finance agreement?
0:25:19 > 0:25:21Why can't they just say,
0:25:21 > 0:25:24if you want to pay us off over 42 months, that's fine,
0:25:24 > 0:25:26but if you stop paying, we'll close the course down?
0:25:26 > 0:25:28He hasn't actually received all the goods yet.
0:25:28 > 0:25:29No, that's right.
0:25:29 > 0:25:32I think the a big incentive is the interest-free credit.
0:25:32 > 0:25:35You can pay the whole course off in instalments
0:25:35 > 0:25:37over the course of however many years.
0:25:37 > 0:25:40The big problem here is that you are signing up to the whole
0:25:40 > 0:25:44course right at the very beginning. Certainly the whole course payment.
0:25:44 > 0:25:46Which brings me up to the next point.
0:25:46 > 0:25:48This course is in three sections.
0:25:48 > 0:25:52Bradley was unable to get past the final stage of section one.
0:25:52 > 0:25:56And he was failing the online exams, which wouldn't allow him
0:25:56 > 0:25:58to progress to stage two.
0:25:58 > 0:26:02The trouble was he was still required to make these payments
0:26:02 > 0:26:04even though he couldn't actually move on.
0:26:04 > 0:26:07Where would somebody like Bradley stand legally?
0:26:07 > 0:26:11In terms of the cash, you've taken out an agreement for a particular
0:26:11 > 0:26:14pot of money and you are responsible to pay that money back.
0:26:14 > 0:26:17If you are not getting something that you have paid for,
0:26:17 > 0:26:20regardless of whether it's for a sofa or a training course,
0:26:20 > 0:26:24if you're not satisfied with what you've got - product or service -
0:26:24 > 0:26:29the first place to go is direct to the retailer or to the supplier
0:26:29 > 0:26:31of those services - here, the course provider -
0:26:31 > 0:26:34and say that you are not satisfied and try to somehow
0:26:34 > 0:26:39get out of that responsibility and get out of that contract.
0:26:39 > 0:26:41Yeah, but you see, there is that grey area again.
0:26:41 > 0:26:44They're saying you haven't studied hard enough or worked hard enough
0:26:44 > 0:26:47to move on to section two, and I wonder what a judge would say
0:26:47 > 0:26:49if this particular case went to court.
0:26:49 > 0:26:52I think the judge would probably say that this seems unfair.
0:26:52 > 0:26:56And in this particular circumstance, if you can't get beyond the
0:26:56 > 0:26:57first portion of that course,
0:26:57 > 0:27:00you should only be paying for the portion of the course
0:27:00 > 0:27:04that you have received. It's like how university works now.
0:27:04 > 0:27:07The first year, you pay for the first year.
0:27:07 > 0:27:09If you don't pursue the course beyond that first year,
0:27:09 > 0:27:12you don't have to pay for years two, three or four.
0:27:12 > 0:27:14'Bradley decided to stop his payments,
0:27:14 > 0:27:16'but what's Kevin's take on that?'
0:27:16 > 0:27:19In this situation, you want to cancel the course.
0:27:19 > 0:27:20The first thing to do is complain,
0:27:20 > 0:27:23to make it known what the problems are,
0:27:23 > 0:27:25to tell them that you want to terminate the course.
0:27:25 > 0:27:29The second thing to do then is to alert them and give them
0:27:29 > 0:27:30the opportunity to respond.
0:27:30 > 0:27:34But alert them to the fact that you are considering stopping payment.
0:27:34 > 0:27:37Don't do what Bradley did, which is just stop your direct debit
0:27:37 > 0:27:39and think the problem is going to go away.
0:27:39 > 0:27:41No. If it did go to court, what the judge would want to see
0:27:41 > 0:27:44is that you have acted fairly, that you have given the course provider
0:27:44 > 0:27:47good information to say why you are not satisfied,
0:27:47 > 0:27:50give them the right to rectify that, if needs be,
0:27:50 > 0:27:53and give them advance warning of what you propose to do.
0:27:53 > 0:27:56I propose to stop making my payments.
0:27:56 > 0:28:00I propose to, potentially, take you to the courts to get my money
0:28:00 > 0:28:05back for things that I have paid for that you have failed to deliver.
0:28:05 > 0:28:07- Kevin, thanks for your time. - No problem.
0:28:09 > 0:28:12Kevin's advice there is top drawer, but what I really
0:28:12 > 0:28:16need to know is what ATL think about it and if they are willing to help.
0:28:23 > 0:28:25When you pay a little bit extra in life for something,
0:28:25 > 0:28:28you expect to get a little bit extra.
0:28:28 > 0:28:32When you pay for a premium service, you expect to get a premium service.
0:28:32 > 0:28:35So when Tony Eaton needed to send a parcel and ensure it arrived
0:28:35 > 0:28:38at its destination undamaged,
0:28:38 > 0:28:41he paid for a premium service to insure just that.
0:28:41 > 0:28:43BOX RATTLES
0:28:43 > 0:28:44Oops.
0:28:46 > 0:28:50Rocker Tony decided to upgrade his band's heavy, large speakers
0:28:50 > 0:28:53to a new, more lightweight portable system.
0:28:53 > 0:28:58I was selling the old system, which included two top-range speakers
0:28:58 > 0:29:02that were valued at £320 each, making the total value £640.
0:29:02 > 0:29:05And a buyer quickly snapped them up, but not being
0:29:05 > 0:29:10able to deliver them himself, Tony knew just who to turn to...
0:29:10 > 0:29:13Parcel2Go are a broker courier service and they give you
0:29:13 > 0:29:16a range of services offered by different people,
0:29:16 > 0:29:17different companies,
0:29:17 > 0:29:20and you chose the one most appropriate to your needs.
0:29:20 > 0:29:23A previous experience of Parcel2Go had been good, and so
0:29:23 > 0:29:26I had every reason to suppose that it would continue to be so.
0:29:26 > 0:29:31Having sold each speaker for £320, Tony wanted make sure they arrived
0:29:31 > 0:29:36to the buyer in pristine condition, so was tempted by an offer.
0:29:36 > 0:29:38I was asked if I wanted to increase the cover
0:29:38 > 0:29:41to the full value of the item.
0:29:41 > 0:29:46These were expensive items and so I thought it prudent to insure them.
0:29:46 > 0:29:50And when I was offered this facility by Parcel2Go, I paid for it
0:29:50 > 0:29:54and took it up so that they were no longer insured for the lower value,
0:29:54 > 0:29:57which was included in their standard terms and conditions.
0:29:57 > 0:29:59At the end of the process, I was left with no doubt that,
0:29:59 > 0:30:01having paid the additional premium,
0:30:01 > 0:30:04I was then covered for the full amount of £320.
0:30:06 > 0:30:09He paid the £15 upgrade and, knowing that he was fully protected,
0:30:09 > 0:30:12he packed up the speakers and they were sent off.
0:30:14 > 0:30:17When they arrived, the person who bought them from me said that
0:30:17 > 0:30:19the packaging was badly damaged on one of them.
0:30:19 > 0:30:22And when he unpacked them, it was so badly damaged that
0:30:22 > 0:30:25the whole of the casing was smashed and it was unusable.
0:30:25 > 0:30:28But Tony had paid for the upgraded cover
0:30:28 > 0:30:32and he expected he would be entitled to the full cost of the speaker.
0:30:32 > 0:30:35My contract was with Parcel2Go
0:30:35 > 0:30:38and so I got in touch with them immediately to explain that this
0:30:38 > 0:30:42had happened and they put me on to their normal claims procedure.
0:30:42 > 0:30:45This involved me firstly confirming that I had sent
0:30:45 > 0:30:49the stuff in the way that it should have been, with the proper packaging.
0:30:49 > 0:30:52Secondly, that they were genuinely damaged.
0:30:52 > 0:30:56Which I did by means of photographs that the buyer gave me.
0:30:56 > 0:31:01And lastly, that the things were of the value we claimed that they were,
0:31:01 > 0:31:06which I did by letting them know how much the person had bought them for.
0:31:06 > 0:31:10They acknowledged and accepted that they were responsible
0:31:10 > 0:31:14for the damage and that these were at the value that I had said.
0:31:14 > 0:31:16And that should be that.
0:31:16 > 0:31:19Parcel2Go had accepted that they were responsible
0:31:19 > 0:31:22and that the damaged speaker cost £320.
0:31:22 > 0:31:25It's that simple. Tony should get that money back, right?
0:31:25 > 0:31:27Well, not according to Parcel2Go.
0:31:29 > 0:31:33Having acknowledged that they were responsible for the damage,
0:31:33 > 0:31:38Parcel2Go then tried to restrict the amount that was paid to me
0:31:38 > 0:31:41to £200, quoting a term in their general conditions
0:31:41 > 0:31:44that an amplifier was limited to £200.
0:31:44 > 0:31:47The terms and conditions state...
0:31:52 > 0:31:55I contested this on a number of grounds.
0:31:55 > 0:31:58The first one being that this wasn't an amplifier.
0:31:58 > 0:32:01It may have contained an amplifier, but then so do TV sets
0:32:01 > 0:32:03and lots of other things.
0:32:03 > 0:32:07And if they wanted to include things that included amplifiers,
0:32:07 > 0:32:11they should have said so, rather than just saying "an amplifier" per se.
0:32:11 > 0:32:16But Parcel2Go was adamant that Tony would only receive the £200
0:32:16 > 0:32:18as mentioned in its Ts and Cs,
0:32:18 > 0:32:21even though he explained that when he agreed to the upgraded cover
0:32:21 > 0:32:25there was no reference to any previous clauses he may have read.
0:32:26 > 0:32:28They would not respond to my argument.
0:32:28 > 0:32:32They would merely go through the script telling me that these
0:32:32 > 0:32:35conditions applied without explaining why I was wrong.
0:32:36 > 0:32:39I wasn't really treated as a customer by the company at all.
0:32:39 > 0:32:43I was just treated as somebody who was a bit of an annoyance.
0:32:43 > 0:32:45Tony was at the end of his tether
0:32:45 > 0:32:48and decided to take the matter further.
0:32:48 > 0:32:50When they didn't respond constructively,
0:32:50 > 0:32:53we were just going round in circles, the only option I felt that I had
0:32:53 > 0:32:55was to go to the small claims court.
0:32:56 > 0:32:58You can take a company or an individual to the
0:32:58 > 0:33:02small claims court if your claim is up to £10,000 or less.
0:33:02 > 0:33:05But there are some rules that you need to abide by...
0:33:14 > 0:33:17So, for example, if an electrical product does not work,
0:33:17 > 0:33:19there is no point in applying to the court
0:33:19 > 0:33:23immediately for compensation - you must contact the shop that
0:33:23 > 0:33:25sold it first to try to solve the problem.
0:33:25 > 0:33:28And only use the court if you cannot get the problem solved
0:33:28 > 0:33:31by negotiation. Tony felt he had done all he could,
0:33:31 > 0:33:34so he decided to take the matter to court.
0:33:35 > 0:33:39From the local authority's website, it was apparent that there
0:33:39 > 0:33:43are a number of ways you can make a claim in the county court.
0:33:43 > 0:33:46One of them is online, or you could take the route that I took,
0:33:46 > 0:33:48which was to complete forms and send them in.
0:33:48 > 0:33:53Tony filed his claim for £320 for the cost of the speaker
0:33:53 > 0:33:56and another £115 in court costs and expenses.
0:33:58 > 0:34:02The court offered us both the option of having telephone arbitration,
0:34:02 > 0:34:07which involves a court officer telephoning each of the participants
0:34:07 > 0:34:11and trying to come to some compromised agreements.
0:34:11 > 0:34:16Parcel2Go offered Tony the £320 that he was looking for,
0:34:16 > 0:34:20but by now he had already shelled out more on court costs,
0:34:20 > 0:34:22expenses and his time.
0:34:22 > 0:34:25And so I asked them to increase their offer.
0:34:25 > 0:34:27I was prepared to compromise but not by that much.
0:34:27 > 0:34:31They refused to do so and so the telephone arbitration failed.
0:34:31 > 0:34:36Tony refused to budge and a hearing date was set for February 2013.
0:34:36 > 0:34:38The day before the court hearing,
0:34:38 > 0:34:42I spent a lot of time preparing my case.
0:34:42 > 0:34:49But at 4.10, I had a telephone call from a young girl at Parcel2Go.
0:34:49 > 0:34:52She merely said, "We don't want to go court.
0:34:52 > 0:34:57"We want to settle, to pay you the full amount that you're entitled to,
0:34:57 > 0:35:01"the full amount the court could award, without going to court."
0:35:01 > 0:35:04I told them that I would accept this providing
0:35:04 > 0:35:07I had it in writing before the time.
0:35:07 > 0:35:13And so they sent me an e-mail quoting a cheque number and the amount.
0:35:13 > 0:35:16And said it would be in the post the following day.
0:35:16 > 0:35:19Tony called the court and explained the situation
0:35:19 > 0:35:21before waiting for the cheque to arrive.
0:35:21 > 0:35:24And then he waited and waited.
0:35:24 > 0:35:28The cheque didn't arrive, as they said, so I then e-mailed them again
0:35:28 > 0:35:31and there was an exchange of e-mails over a period of about a week.
0:35:31 > 0:35:34Having reached his limit, he sent one final e-mail.
0:35:34 > 0:35:36I threatened to take them back to court,
0:35:36 > 0:35:40pointing out that their e-mail to me was in fact an admission
0:35:40 > 0:35:43that I was entitled to the full amount
0:35:43 > 0:35:45because they didn't send it without prejudice.
0:35:45 > 0:35:48And they immediately contacted me asking me for my bank details,
0:35:48 > 0:35:51which I gave them, and they transferred the money into my bank.
0:35:51 > 0:35:55Finally, eight months after he initially complained,
0:35:55 > 0:35:59Tony received a total of £435, which included the cost of the speaker,
0:35:59 > 0:36:02his court costs and expenses.
0:36:02 > 0:36:05I was happy with the result with Parcel2Go
0:36:05 > 0:36:08but I wouldn't use them again because they didn't deal with
0:36:08 > 0:36:12it satisfactorily and they only paid me because I forced them to do so.
0:36:12 > 0:36:15There was no compromise on their part whatsoever.
0:36:16 > 0:36:21Well, I wrote to Parcel2Go about Tony's experiences in 2012.
0:36:21 > 0:36:23And they told me that they...
0:36:29 > 0:36:30And how...
0:36:41 > 0:36:45And for a man after my own heart, who took on a company and won,
0:36:45 > 0:36:48what would Tony say to others who feel let down?
0:36:48 > 0:36:51My advice to other people is don't get angry, get even.
0:36:55 > 0:36:59You see, I'm not the only one who can get a result. Well done, Tony.
0:37:04 > 0:37:05I've been contacted by two lads
0:37:05 > 0:37:08who both signed up to lengthy finance agreements
0:37:08 > 0:37:12and training courses that have turned out not to be right for them.
0:37:12 > 0:37:15They were telling me that, you've signed up to a contract,
0:37:15 > 0:37:17you know, this, this and that, you can't leave.
0:37:17 > 0:37:20I literally didn't even know what I was going to do
0:37:20 > 0:37:23because I was basically on a career path and it's just stopped me
0:37:23 > 0:37:27in my tracks. I don't really know where to go from here, really.
0:37:27 > 0:37:31Bradley's concern was that if he didn't pass the theory exams
0:37:31 > 0:37:34to even get to the practical learning, he would never actually
0:37:34 > 0:37:38get the qualification and would have paid over £5,000 for nothing.
0:37:38 > 0:37:42It would be the same if you went to a regular college or university
0:37:42 > 0:37:44and couldn't complete the course in your final year.
0:37:44 > 0:37:48But, in that situation, you generally wouldn't have to keep
0:37:48 > 0:37:52paying the course's fees. So I've put these concerns to ATL.
0:37:52 > 0:37:55And it was the idea of having to continue paying for the course
0:37:55 > 0:37:57that concerned Rydhwan.
0:37:57 > 0:38:00The whole time, I was worried.
0:38:00 > 0:38:03I felt like, you know, if I quit this course, if I go to the bank
0:38:03 > 0:38:05and just stop payments,
0:38:05 > 0:38:10I've heard rumours of debt collectors coming round.
0:38:10 > 0:38:12I was thinking of all sorts of plans of...
0:38:12 > 0:38:14what can I do to get out of this?
0:38:14 > 0:38:16ATL have been in touch with me.
0:38:16 > 0:38:19They have also been in touch with Rydhwan.
0:38:19 > 0:38:21They have sent him letter
0:38:21 > 0:38:24and he's agreed not to discuss its contents with me.
0:38:24 > 0:38:26But I can tell you he's a happy man.
0:38:28 > 0:38:31If I could meet Dom, I'd definitely love to shake his hand
0:38:31 > 0:38:35and give a big thank you. I've seen him help so many other people.
0:38:35 > 0:38:40It's very inspirational, what he does, so, a very big thank you.
0:38:40 > 0:38:41I'm glad to help.
0:38:41 > 0:38:45However, ATL has stated it was in the process of dealing with
0:38:45 > 0:38:48Rydhwan's complaint at the time we initially made contact.
0:38:48 > 0:38:51And the team at ATL haven't stopped with Rydhwan.
0:38:51 > 0:38:55They've also sent me a response with regards to Bradley's case.
0:38:55 > 0:38:57I think it's time to take a little trip.
0:38:59 > 0:39:02I'm in my favourite county today, Essex, to meet Bradley and Roy,
0:39:02 > 0:39:05his dad, to have a little chinwag.
0:39:05 > 0:39:08I tell you what, have a look at these digs. They are gorgeous.
0:39:10 > 0:39:12Come on in.
0:39:13 > 0:39:15Bradley, tell me about yourself.
0:39:15 > 0:39:18What made you decide that you wanted to become a welder?
0:39:18 > 0:39:23Basically, there was the right amount of theory and practical,
0:39:23 > 0:39:29as well as world opportunities for me to travel around the world,
0:39:29 > 0:39:30as well as earn good money.
0:39:30 > 0:39:33- OK, so you wanted to get a trade under your belt?- Yeah.
0:39:33 > 0:39:36You are 24, you are a young man, so you don't need to do this.
0:39:36 > 0:39:39But I just wonder, why didn't you run the whole course past your dad?
0:39:39 > 0:39:41Just say, "What do you think, Dad?"
0:39:41 > 0:39:43I wanted to be my own man. Just do it off my own back.
0:39:43 > 0:39:46I totally understand where you're coming from.
0:39:46 > 0:39:48You're a young man. You're not a school kid any more.
0:39:48 > 0:39:50You should be able to do things on your own.
0:39:50 > 0:39:53- You started this online course and you did very well.- Yeah.
0:39:54 > 0:39:57So where did it go wrong from there onwards?
0:39:57 > 0:40:00Basically, there's 12 examinations.
0:40:00 > 0:40:05I passed most of them first time, a couple of them second time.
0:40:05 > 0:40:10But then it came to doing the health and safety for the practical
0:40:10 > 0:40:12element for that course.
0:40:12 > 0:40:17I thought that this would be pretty straightforward.
0:40:17 > 0:40:19Just pass it, maybe first time.
0:40:19 > 0:40:21Did they ever give you an explanation as to why
0:40:21 > 0:40:25they thought you couldn't pass the health and safety part of the exam?
0:40:25 > 0:40:32"Your inability to pass the course, unlike most of our students..."
0:40:32 > 0:40:35Which I thought was a bit...
0:40:35 > 0:40:38- Rude.- Rude. Yeah, basically, rude.
0:40:38 > 0:40:41And you stepped into help, Roy, didn't you?
0:40:41 > 0:40:44Yes. We just thought, we have gone as far as we can go, personally,
0:40:44 > 0:40:45looking into this.
0:40:45 > 0:40:48We felt like we needed a stronger team behind us, so that's why
0:40:48 > 0:40:51we contacted yourself, Dom, and your team help us.
0:40:51 > 0:40:53Since then, there has been progress
0:40:53 > 0:40:55and you have had a letter back, haven't you?
0:40:55 > 0:41:00Yes, we have. I think a quite unexpected response back.
0:41:00 > 0:41:04You can't discuss what they have actually done for you now,
0:41:04 > 0:41:09but just say to me, yes or no, are you happy with the outcome?
0:41:09 > 0:41:12- Yes.- Are you happy, Roy?
0:41:12 > 0:41:15I'm very happy with the outcome, yes.
0:41:15 > 0:41:17But there is also a lesson to be learnt there.
0:41:17 > 0:41:21You needed yourself to do a lot more homework.
0:41:21 > 0:41:24When that salesperson came around, if you'd spent five minutes
0:41:24 > 0:41:26doing a bit of research on this company...
0:41:26 > 0:41:29With what you know now, would you have signed up?
0:41:29 > 0:41:30No.
0:41:32 > 0:41:34Five minutes of your life, that's all it would take.
0:41:34 > 0:41:38So that is a message for everybody. My job done?
0:41:38 > 0:41:40- Job done, definitely.- Job done. - Lovely.
0:41:40 > 0:41:42- Thanks, Dom.- Good luck finding some work, Bradley.
0:41:42 > 0:41:46- Thank you, Dom.- Nice to meet you, Roy. I'll see myself out.
0:41:47 > 0:41:50Well, it seems like ATL has done the right thing for Bradley
0:41:50 > 0:41:53and Rydhwan and the company also told us...
0:41:53 > 0:41:57Students are provided with a comprehensive plan detailing the...
0:42:00 > 0:42:04If students find it difficult to complete their course, they'll do...
0:42:08 > 0:42:11But any commitments to a finance house would remain in place,
0:42:11 > 0:42:12although they...
0:42:17 > 0:42:20They state Rydhwan's case was "highly unusual".
0:42:20 > 0:42:22And with regards to Bradley's experience,
0:42:22 > 0:42:26the health and safety course is "designed to be challenging".
0:42:29 > 0:42:32I'm really pleased that I managed to sort that out for Bradley.
0:42:32 > 0:42:34He's only a young lad, really wanted to become a welder
0:42:34 > 0:42:37and did everything he could to try and get on the right course.
0:42:37 > 0:42:40Unfortunately, this one didn't seem to deliver on its promises.
0:42:40 > 0:42:42Anyhow, he is out of it now.
0:42:42 > 0:42:43Good.
0:42:43 > 0:42:46I tell you what, I love Essex. Just look at this place.
0:42:46 > 0:42:47It's beautiful.
0:42:47 > 0:42:50If I could say one thing to Dom and his team,
0:42:50 > 0:42:55it's a big thank you for the awareness that it is going to put out
0:42:55 > 0:42:57there for young people like myself.
0:42:57 > 0:43:01In the future, I would like to have a career in welding,
0:43:01 > 0:43:05seeing as I have learnt quite a lot of stuff already.
0:43:05 > 0:43:09I might not be too quick to jump into any other courses.
0:43:09 > 0:43:12I think that's a good idea, Bradley. Good luck.