0:00:02 > 0:00:03My name is Dominic Littlewood
0:00:03 > 0:00:06and I'm passionate about taking on your consumer battles.
0:00:06 > 0:00:11In fact, taking companies to task has become my mission in life.
0:00:11 > 0:00:14Do you think she deserves her money back?
0:00:14 > 0:00:15I said, "Yeah."
0:00:15 > 0:00:19Big or small, no company's excused from my quest to ensure you
0:00:19 > 0:00:22guys get what you're entitled to. Let us know if you don't get sorted.
0:00:22 > 0:00:24Whether it's getting your money back...
0:00:24 > 0:00:26It was extraordinary circumstances.
0:00:26 > 0:00:29You're not entitled to any sort of compensation at all...
0:00:29 > 0:00:32Or taking on your contract conundrums...
0:00:32 > 0:00:34You book a holiday with that company,
0:00:34 > 0:00:38that company should be the one that you complain to.
0:00:38 > 0:00:40Whatever the issue, I'm here to help.
0:00:41 > 0:00:46We'd all like technology to make our lives that little bit easier.
0:00:46 > 0:00:49But I help out a lady whose life just got harder.
0:00:49 > 0:00:52The whole debacle is absolutely pointless.
0:00:52 > 0:00:55Buying goods which don't do what they say on the tin leaves
0:00:55 > 0:00:57some of you feeling slightly off-colour.
0:00:57 > 0:01:00We then looked at another window and that had turned yellow as well.
0:01:00 > 0:01:03It was a bit of a panic, to be truthful.
0:01:03 > 0:01:07And I give you the lowdown on how to tackle the big companies.
0:01:07 > 0:01:09They don't value you as a customer,
0:01:09 > 0:01:11they just think of you as another person.
0:01:11 > 0:01:15I'm taking on your consumer problems to make sure you don't get done.
0:01:18 > 0:01:22As consumers, we make millions of purchases each year.
0:01:22 > 0:01:23And what do we want from them?
0:01:23 > 0:01:27Well, we want to make sure they suit our needs and that they work.
0:01:27 > 0:01:31So what happens when you buy a product that isn't faulty,
0:01:31 > 0:01:33but it doesn't work for you?
0:01:33 > 0:01:3680-year-old Joan from Cambridgeshire has contacted me
0:01:36 > 0:01:38with exactly that problem,
0:01:38 > 0:01:43after buying a mobility aid for her bathroom, due to an arthritic hip.
0:01:43 > 0:01:45I can't get into the bath any more.
0:01:45 > 0:01:48Well, I can get in, but I can't sit down in the bath.
0:01:48 > 0:01:51I have to stand up and pour water over myself.
0:01:51 > 0:01:54Very often if I sit down for very long,
0:01:54 > 0:01:58when I go to get up my hip is sort of almost set.
0:01:58 > 0:02:02And it takes me a couple of minutes to get going again.
0:02:02 > 0:02:07Despite paying out nearly £1,700 for the bath lift, according to
0:02:07 > 0:02:10Joan it hasn't helped her one bit to get in and out of the bath.
0:02:10 > 0:02:13The product is working, just not for Joan.
0:02:13 > 0:02:16I have still got to get my legs over into the bath.
0:02:18 > 0:02:20And it's all right with one leg.
0:02:20 > 0:02:23I mean, it's the leg that's got to go in the bath first that needs
0:02:23 > 0:02:25the help to get in.
0:02:25 > 0:02:28The whole experience is rather, as you can see, off-putting,
0:02:28 > 0:02:34painful for the right leg. Because that is the one that's the problem.
0:02:34 > 0:02:38And to my way of thinking, not any use at all.
0:02:38 > 0:02:40But the company has refused her a refund
0:02:40 > 0:02:43and that's why she's contacted me.
0:02:43 > 0:02:48I was very disappointed to think that I'd paid out all that money, which
0:02:48 > 0:02:51I really couldn't afford, because it had taken me two years to save it up.
0:02:51 > 0:02:54I'd just got this thing stuck there which I couldn't use and I think
0:02:54 > 0:02:58I've used it about five or six times at the most.
0:02:58 > 0:03:00It's a frustrating situation for Joan,
0:03:00 > 0:03:04who in every other area of her life, is an active octogenarian.
0:03:05 > 0:03:09I live here on my own, apart from my dog and pony out in the yard.
0:03:09 > 0:03:13Obviously I can't bring the pony indoors! Steady now, steady. Steady.
0:03:13 > 0:03:17I have three acres of land which I have to look after.
0:03:17 > 0:03:19A large garden.
0:03:19 > 0:03:21Joan is widowed, but staunchly independent,
0:03:21 > 0:03:24and doesn't want her hip getting in the way of that.
0:03:24 > 0:03:28So, when she saw the bath lift in a TV advert in May 2013,
0:03:28 > 0:03:30she was interested.
0:03:30 > 0:03:35When I first saw the Aqualift, I thought, that seems a good idea.
0:03:35 > 0:03:38This is how the company described their product in their adverts.
0:03:38 > 0:03:42Has getting in and out of your bath become a bit of a problem?
0:03:42 > 0:03:45An Aqualift from Willowbrook could be the answer.
0:03:45 > 0:03:47Aqualift is safe and easy-to-use,
0:03:47 > 0:03:50with no worries about losing your balance or slipping.
0:03:50 > 0:03:55They were saying that you could go up and down in the bath in comfort.
0:03:55 > 0:03:57Then I sent away to them, or phoned them,
0:03:57 > 0:04:00and they sent me a brochure with it in.
0:04:00 > 0:04:02And it looked to be fine and I thought,
0:04:02 > 0:04:04"Oh, that's what I need, something that's going to
0:04:04 > 0:04:06"put me up and down in the bath without any problems."
0:04:06 > 0:04:10Joan called the company which makes the Aqualift, Willowbrook Ltd,
0:04:10 > 0:04:15to arrange for one of their "free, no obligation" home demonstrations.
0:04:15 > 0:04:18She discussed her hip ailments with a Willowbrook representative,
0:04:18 > 0:04:20and they arranged for her to receive a visit from one
0:04:20 > 0:04:22of their sales people.
0:04:22 > 0:04:26They also responsibly recommended she had a relative with her
0:04:26 > 0:04:27during the demonstration.
0:04:27 > 0:04:29Enter Joan's son, Gary.
0:04:30 > 0:04:33When the rep from Willowbrook came round,
0:04:33 > 0:04:38he set up a frame in the living room with the product
0:04:38 > 0:04:43so we could see roughly what it was like, regarding for use in the bath.
0:04:43 > 0:04:48He showed us how it fixed onto the bath and regarding
0:04:48 > 0:04:49how it would be mounted.
0:04:49 > 0:04:54He then progressed to sit on it himself, show us how it worked,
0:04:54 > 0:04:58how it went up and down. Which at the time seemed reasonable.
0:04:58 > 0:05:03He just said, that's how it works, and went upstairs to measure
0:05:03 > 0:05:05the bath and came down and said, "Right, that's it." You know.
0:05:05 > 0:05:07And I said, "OK, seems fine".
0:05:07 > 0:05:09And I said to my son, "What do you think?"
0:05:09 > 0:05:11And he said, "Well, it looks good, Mum."
0:05:11 > 0:05:13He said, "That's just what you want."
0:05:13 > 0:05:16You know, there's nobody here if you fall, you know.
0:05:16 > 0:05:18So that would be ideal.
0:05:18 > 0:05:21Joan paid the deposit of £176.
0:05:21 > 0:05:27The total cost of the bath lift was a clean 1,676.
0:05:27 > 0:05:29It was a significant amount of money.
0:05:29 > 0:05:33But for Joan, her savings were being well spent.
0:05:33 > 0:05:35You know, I thought, this is fine.
0:05:35 > 0:05:38You know, in a couple of weeks' time when they come and deliver it,
0:05:38 > 0:05:39I'm going to have a safe bath.
0:05:39 > 0:05:42But it didn't work out that way, unfortunately.
0:05:43 > 0:05:46It seemed the people fitting the bath lift had different ideas
0:05:46 > 0:05:49from the sales rep as to the suitability of Joan's bathroom.
0:05:49 > 0:05:53And they told her that, after fitting it.
0:05:53 > 0:05:57He did say at the time that because my bath was short,
0:05:57 > 0:06:00it wasn't where they normally fit them.
0:06:00 > 0:06:03They normally fit them where the bath slopes down, where it slopes
0:06:03 > 0:06:06down at the back to the flat bit, they normally fit them across there.
0:06:06 > 0:06:09But they couldn't because my bath was short.
0:06:09 > 0:06:12Joan was told that due to having to have space to remove the lift's
0:06:12 > 0:06:14rechargeable battery,
0:06:14 > 0:06:17the fitters had to install the Aqualift further forward
0:06:17 > 0:06:20in Joan's bath. It was an ominous start.
0:06:20 > 0:06:25Well, that night I went up for my bath, went to lower myself into the
0:06:25 > 0:06:30water, only to find that I was being tipped over one side of the bath.
0:06:30 > 0:06:33And I thought, oh, maybe I'm not doing it right.
0:06:33 > 0:06:36So I sort of went up again, readjusted myself,
0:06:36 > 0:06:41and each time I went down I was leaning over towards the wall.
0:06:41 > 0:06:44Coming up, I was leaning to the outside of the bath.
0:06:44 > 0:06:47And all of this movement and repositioning aggravated
0:06:47 > 0:06:51the reason Joan had bought the lift in the first place. Her hip.
0:06:51 > 0:06:54Joan understandably got on the phone to the salesman.
0:06:54 > 0:06:58On his return visit, Joan told him the lift irritated her hip
0:06:58 > 0:07:01and she had to swing her leg over the toilet to get on it.
0:07:01 > 0:07:04The salesman said he would have to put Joan's complains
0:07:04 > 0:07:07to his manager, who arranged to come and see for himself.
0:07:07 > 0:07:10He went upstairs and he said, "Oh, yes," he said, "it seems to be OK."
0:07:10 > 0:07:14As far as he was concerned, it was perfectly OK.
0:07:14 > 0:07:16And that was that.
0:07:16 > 0:07:19The company was happy that the product was in their eyes
0:07:19 > 0:07:21correctly installed and in working order.
0:07:21 > 0:07:24So they said they couldn't offer a refund.
0:07:24 > 0:07:27Despite Joan and Gary writing repeatedly to the company,
0:07:27 > 0:07:30they have been told yet again that there is nothing wrong with
0:07:30 > 0:07:33the product or its installation.
0:07:33 > 0:07:35When all products are sold you would have thought
0:07:35 > 0:07:38they would have obviously done their investigation right to make
0:07:38 > 0:07:41sure the product was adequate for my mother.
0:07:41 > 0:07:44One, obviously, the size of the bathroom not being fitting,
0:07:44 > 0:07:46and two, her health issues.
0:07:46 > 0:07:50I am personally not aware of the day I met the rep,
0:07:50 > 0:07:53he covered any of her health issues at all.
0:07:53 > 0:07:57So, on both counts, I think they were very poor.
0:07:57 > 0:08:00So Joan is nearly £1,700 down.
0:08:00 > 0:08:01And, not being able to use the lift,
0:08:01 > 0:08:05is back to standing in the bath and pouring jugs of water over herself.
0:08:05 > 0:08:07Not on.
0:08:07 > 0:08:10I was hoping that Dom would get this company to see a little
0:08:10 > 0:08:14bit more sense. We weren't asking for the impossible.
0:08:14 > 0:08:16We'd bought the product in good faith.
0:08:16 > 0:08:21The demonstration we'd had given, it seemed the ideal bit of kit,
0:08:21 > 0:08:23but, unfortunately, it turned out not to be.
0:08:23 > 0:08:27All I want is the damn thing taken away cos every time
0:08:27 > 0:08:29I go up in the bathroom it's a bugbear,
0:08:29 > 0:08:32I look at it and think, "Oh, all that money," and I can't use it.
0:08:32 > 0:08:36And that is exactly why Joan has repeatedly requested a refund.
0:08:36 > 0:08:38Now, Joan complained about the lift within days,
0:08:38 > 0:08:41but Willowbrook refused to budge. Why?
0:08:41 > 0:08:44My job is to find out what went wrong, try and put it right
0:08:44 > 0:08:47and try to put a smile back on Joan's face.
0:08:48 > 0:08:50Time for me to immerse myself in this case.
0:08:50 > 0:08:52Joan's bath lift makes up a proportion
0:08:52 > 0:08:55of the four billion spent in the mobility aid market,
0:08:55 > 0:08:59and it's a market that is growing rapidly.
0:08:59 > 0:09:04I do think there are more mobility gadgets available.
0:09:04 > 0:09:05If you do need to have a stairlift
0:09:05 > 0:09:08or you do need to have a special bed in your home.
0:09:08 > 0:09:10Well, my mother died a few years ago.
0:09:10 > 0:09:12She had a wheelchair and, yes, that was fine.
0:09:12 > 0:09:15Yes, we sorted that out for her.
0:09:15 > 0:09:17I went to an independent shop.
0:09:18 > 0:09:20And Willowbrook is meeting that need.
0:09:20 > 0:09:21They're a big player,
0:09:21 > 0:09:25having had 18 years selling everything from beds to bath aids.
0:09:25 > 0:09:28They boast over 45,000 satisfied customers.
0:09:28 > 0:09:31Obviously, that doesn't include Joan.
0:09:31 > 0:09:35My office has already put in an initial call to Willowbrook
0:09:35 > 0:09:37to let them know that I'm on the case.
0:09:37 > 0:09:40Right, let's give Willowbrook a ring.
0:09:40 > 0:09:42'I've got the contact details for Christine,
0:09:42 > 0:09:47'the sales operations manager, but she's in a meeting.'
0:09:47 > 0:09:49Could you let her know that I've tried to call,
0:09:49 > 0:09:51because she's probably quite keen to speak to me?
0:09:51 > 0:09:54So hopefully she'll be able to call me back quite quickly.
0:09:54 > 0:09:57'As there's a lot I'd like to discuss with her
0:09:57 > 0:10:00'and what I discover later on doesn't fill me with hope.'
0:10:00 > 0:10:02Is this industry regulated?
0:10:04 > 0:10:05No.
0:10:10 > 0:10:13Buy a phone, you'd expect to make calls on it.
0:10:13 > 0:10:15Buy a watch, you'd expect it to tell the time.
0:10:15 > 0:10:17If you buy a tin of white paint,
0:10:17 > 0:10:19you'd expect it to do exactly what it says on the tin,
0:10:19 > 0:10:23but we've been contacted by a group of people whose
0:10:23 > 0:10:26attempts to brighten up their home have left them
0:10:26 > 0:10:28feeling a little bit off-colour.
0:10:28 > 0:10:29'Carl Hughes from Swindon e-mailed me
0:10:29 > 0:10:34'after he decided his house needed a little TLC.'
0:10:34 > 0:10:39My wife and I have lived here for eight years. It was an ex-showhome.
0:10:39 > 0:10:41We hadn't had it painted since we moved in.
0:10:41 > 0:10:43It was starting to look a bit tired,
0:10:43 > 0:10:47so we decided to repaint the property from top to bottom.
0:10:47 > 0:10:52Carl is part of the DDIY crowd, the "don't do it yourself".
0:10:52 > 0:10:57He was after a professional finish, so employed a decorator.
0:10:57 > 0:11:00The decorator we used, we had previous knowledge of him
0:11:00 > 0:11:03because he'd done work for family and friends.
0:11:03 > 0:11:05We knew that he did a good job.
0:11:05 > 0:11:09We obviously needed to know how much paint to use and what to use.
0:11:09 > 0:11:14The decorator said to use the Dulux trade gloss - A, because it's
0:11:14 > 0:11:18cheaper than buying the smaller tins and B, the coverage is better.
0:11:18 > 0:11:22It was very important to ourselves to have the gloss.
0:11:22 > 0:11:25It needed to be white because that's what gloss should be,
0:11:25 > 0:11:28because it looks clean and tidy.
0:11:28 > 0:11:32Carl bought the paint in March 2013 from a large DIY chain.
0:11:32 > 0:11:35The brilliant white gloss is an established product
0:11:35 > 0:11:37for its manufacturers.
0:11:37 > 0:11:39Dulux has been making paint for over 80 years
0:11:39 > 0:11:43and our gloss paints are some of the most popular around and they're used
0:11:43 > 0:11:47to paint the skirting boards and the doors and even metal work as well.
0:11:47 > 0:11:50In April, work began in Carl's house.
0:11:50 > 0:11:52Every windowsill, door, door frame
0:11:52 > 0:11:56and banister was going to be giving the white gloss treatment.
0:11:56 > 0:11:58Carl couldn't wait for the end result.
0:12:00 > 0:12:03Everything was new, once the paint was completed.
0:12:03 > 0:12:05We brought all new fixtures and fittings.
0:12:05 > 0:12:08It just basically felt like we'd moved back in again,
0:12:08 > 0:12:10so it was quite a buzz. It was amazing.
0:12:10 > 0:12:15But just three months later, Carl made a not so brilliant discovery.
0:12:15 > 0:12:18We removed a candlestick holder off of the windowsill
0:12:18 > 0:12:21and there was a yellow patch there,
0:12:21 > 0:12:24so we removed the other item, which was another candlestick holder.
0:12:24 > 0:12:26That also had a yellow patch.
0:12:26 > 0:12:29We then looked at another window which had the cat's bed on
0:12:29 > 0:12:32and that had turned yellow as well, so we realised that something
0:12:32 > 0:12:35was causing it, it wasn't reacting to that surface.
0:12:35 > 0:12:38We also removed a cuddly toy from one of the windowsills
0:12:38 > 0:12:41and it had left an imprint of that as well.
0:12:41 > 0:12:44We just both felt gutted, we knew then what was going to happen,
0:12:44 > 0:12:46that it needed redecorating.
0:12:46 > 0:12:48It was a bit of panic, to be truthful.
0:12:48 > 0:12:51Once Carl had calmed down, he did it what a lot of us do
0:12:51 > 0:12:53and got on the internet.
0:12:53 > 0:12:58I googled "yellowing gloss" and it just brought up pages and pages.
0:12:58 > 0:13:01It turned out the problems were linked to new laws
0:13:01 > 0:13:06about paint and their ingredients brought in in 2010.
0:13:06 > 0:13:09VOCs, or volatile organic compounds,
0:13:09 > 0:13:12are basically organic chemicals that are found in day-to-day products
0:13:12 > 0:13:15like fabric softeners as well as products like decorative paints.
0:13:15 > 0:13:19Nearly four years ago now, European legislation came in to reduce
0:13:19 > 0:13:22the level of VOCs in our products, and that was something
0:13:22 > 0:13:23that the whole industry endorsed
0:13:23 > 0:13:26because we want to reduce the use of those VOCs -
0:13:26 > 0:13:29it's better for the environment and so they introduced
0:13:29 > 0:13:32the legislation and we all reformulated our products.
0:13:32 > 0:13:34But reformulating a solvent-based paint
0:13:34 > 0:13:37like brilliant white gloss is no easy matter.
0:13:37 > 0:13:41We found after about three months that under certain conditions
0:13:41 > 0:13:43the discolouration was at a much faster rate
0:13:43 > 0:13:44than we'd ever seen before.
0:13:44 > 0:13:46We then reformulated again.
0:13:46 > 0:13:48Carl was not a happy chappie.
0:13:48 > 0:13:50Had he bought a bad batch of the gloss?
0:13:50 > 0:13:53Was the paint still not up to scratch?
0:13:53 > 0:13:56Carl took direct action and went on to Dulux's Facebook page.
0:13:56 > 0:14:00I took some pictures, posted their pictures onto their Facebook
0:14:00 > 0:14:03wall, just detailing my problem I had with the yellowing gloss
0:14:03 > 0:14:07and was it normal after three months for it to go yellow?
0:14:07 > 0:14:11They quickly responded the following working day just asking me to
0:14:11 > 0:14:14private message them and they gave me a reference number
0:14:14 > 0:14:15to use as correspondence.
0:14:15 > 0:14:20Carl filled out an investigation form for Dulux and very quickly
0:14:20 > 0:14:24got a reply that left him seeing brilliant red instead of white.
0:14:24 > 0:14:26The letter explained...
0:14:26 > 0:14:29Solvent-based paints will always discolour over time
0:14:29 > 0:14:32and under certain conditions of low natural light or UV light,
0:14:32 > 0:14:35they will discolour at a faster rate
0:14:35 > 0:14:38and that's always been the fact with solvent-based paints.
0:14:38 > 0:14:42The reply also explained that due to the reduction in VOCs,
0:14:42 > 0:14:45the solvent-based gloss will discolour quicker than
0:14:45 > 0:14:47it did pre-legislation.
0:14:47 > 0:14:51Oh, and also Dulux will give you a voucher for replacement paint.
0:14:51 > 0:14:54At that time when I got that response, I was just gutted.
0:14:54 > 0:14:58It was just the thought of having to, A,
0:14:58 > 0:15:02do all the work again myself, and, B, the cost of doing it.
0:15:02 > 0:15:05It was just unacceptable as a customer to be told no, through
0:15:05 > 0:15:08something that was no fault of ourselves and we weren't aware of it.
0:15:08 > 0:15:12Carl went back to Dulux's Facebook page and started looking for
0:15:12 > 0:15:16other people who were experiencing the same problems he was.
0:15:16 > 0:15:21He duly e-mailed these to Customer Services and escalated his claim.
0:15:21 > 0:15:25One of the people he spotted was Sarah Butterfield from Surrey,
0:15:25 > 0:15:28who had also contacted me.
0:15:28 > 0:15:31She suffered discolouration using the brilliant white gloss
0:15:31 > 0:15:35after forking out over two grand redecorating her home.
0:15:35 > 0:15:40Dulux were offering her a goodwill gesture of just £850
0:15:40 > 0:15:42and some more paint.
0:15:42 > 0:15:44I also have Janet from Scotland writing to me
0:15:44 > 0:15:47in exactly the same boat as the others.
0:15:47 > 0:15:49I carried on with my campaign.
0:15:49 > 0:15:51I wasn't going to take no for an answer
0:15:51 > 0:15:55cos I knew it wasn't my fault and from talking to other people,
0:15:55 > 0:15:57they'd gone through similar experiences.
0:15:57 > 0:15:59Carl carried on posting online
0:15:59 > 0:16:03and sending Dulux more similar cases he'd found,
0:16:03 > 0:16:07rousing other customers and getting them to follow his lead.
0:16:07 > 0:16:10Yet, despite escalating his claim, a response came back saying
0:16:10 > 0:16:15the original offer of vouchers to replace the paint still stood.
0:16:15 > 0:16:19I had a letter back from the person that was Escalation,
0:16:19 > 0:16:22and they also said no,
0:16:22 > 0:16:26it's standard for this particular paint or gloss paints
0:16:26 > 0:16:30to discolour under non-UV-light conditions, natural light, they
0:16:30 > 0:16:34have to be subjected to a level of UV light to keep their brilliant white.
0:16:34 > 0:16:38Dulux told Carl his decorator should have known
0:16:38 > 0:16:42about the issues, but this was just passing the buck in Carl's opinion.
0:16:42 > 0:16:46He contacted Trading Standards, the Citizens Advice Bureau,
0:16:46 > 0:16:47his solicitor, trade experts,
0:16:47 > 0:16:50the retailer who had sold him the paint.
0:16:50 > 0:16:56He also e-mailed yours truly, but even I couldn't top his next move.
0:16:57 > 0:17:03I put a post on my own Facebook wall, just asking for friends' help
0:17:03 > 0:17:04and, luckily, a friend of mine,
0:17:04 > 0:17:11I don't know how, found the e-mail address for the CEO for AksoNobel.
0:17:11 > 0:17:14AksoNobel are the parent company of Dulux.
0:17:14 > 0:17:16Carl e-mailed the CEO.
0:17:17 > 0:17:21He brought them up to speed with his case, his activity online,
0:17:21 > 0:17:23where he'd crucially spotted that the tins of paint
0:17:23 > 0:17:25he bought had no warning label on them
0:17:25 > 0:17:29stating the paint may discolour in low UV conditions.
0:17:30 > 0:17:32They arranged for a visit to his home.
0:17:33 > 0:17:38Once they'd seen it, it kind of went a bit quiet.
0:17:38 > 0:17:42I think they realised the severity of it with the timescale.
0:17:42 > 0:17:46I think from looking at their reaction, it was quite
0:17:46 > 0:17:49evident that they knew something was wrong.
0:17:49 > 0:17:51Once they'd inspected the property,
0:17:51 > 0:17:53they said that they had to write a report
0:17:53 > 0:17:55to give back to the CEO's department.
0:17:55 > 0:17:58The two experts submitted their report
0:17:58 > 0:18:00and Carl waited for their response.
0:18:00 > 0:18:04Following a visit to Mr Hughes' house by some of the members
0:18:04 > 0:18:06of our team, we looked at the affected areas
0:18:06 > 0:18:11and we decided that we wanted to redecorate those affected areas
0:18:11 > 0:18:13and we recommended the use of a water-based paint
0:18:13 > 0:18:15so that the area stayed white.
0:18:15 > 0:18:18Our initial contact with Mr Hughes was something that
0:18:18 > 0:18:20I wasn't satisfied with.
0:18:20 > 0:18:21We've acted to learn from that
0:18:21 > 0:18:24and improve the way we deal with our customers.
0:18:24 > 0:18:28At this point, I was elated, I kind of felt a bit of a victory.
0:18:28 > 0:18:29It was a good result.
0:18:29 > 0:18:33It was just a shame that it had to take that much to get to that point.
0:18:33 > 0:18:36It could have been resolved a lot sooner and a lot easier.
0:18:36 > 0:18:41Because of cases like Carl's and due to the VOC reduction in their paint,
0:18:41 > 0:18:45Dulux had already been actively relabelling their tins
0:18:45 > 0:18:49and he had bought a batch that had missed out on the process.
0:18:49 > 0:18:53The particular product that Carl bought was omitting a really
0:18:53 > 0:18:54key piece of information -
0:18:54 > 0:18:57a label that talked about how solvent-based paints
0:18:57 > 0:19:01discolour over time and discolour faster in conditions of low
0:19:01 > 0:19:04light or low UV light, and that was the piece that was missing
0:19:04 > 0:19:08and we appreciated the fact that Mr Hughes pointed out to us
0:19:08 > 0:19:11and we immediately rectified that on the product that he identified,
0:19:11 > 0:19:13but our labelling now is in a really good place.
0:19:13 > 0:19:16It's hugely informative to the consumer
0:19:16 > 0:19:18and if they can't find the information on the packs,
0:19:18 > 0:19:21then we ask them to contact us and talk to us direct
0:19:21 > 0:19:24because we can help them choose the right product for the right job.
0:19:24 > 0:19:28It sounds good for the consumer. I was originally contacted
0:19:28 > 0:19:32by Carl, Sarah, and Janet regarding this yellowing gloss issue.
0:19:32 > 0:19:34Without me even lifting the phone,
0:19:34 > 0:19:39Sarah had her redecoration costs paid and so did Janet, all because
0:19:39 > 0:19:44Carl spread the word on the internet as to how to get a brilliant result.
0:19:45 > 0:19:47What a great example of how people
0:19:47 > 0:19:49can work together to resolve a dispute.
0:19:49 > 0:19:52Now, if you've got a problem, it's worthwhile looking
0:19:52 > 0:19:55online to find out if other people out there have similar issues
0:19:55 > 0:19:59because working together can give you a much stronger case.
0:19:59 > 0:20:01Might is nearly always right.
0:20:01 > 0:20:02And in fairness to Dulux,
0:20:02 > 0:20:04they listened to what their customers had to say.
0:20:04 > 0:20:06They took steps to rectify the situation
0:20:06 > 0:20:08and make sure it never happens again.
0:20:08 > 0:20:09You can't say fairer than that.
0:20:09 > 0:20:11Good on you, Dulux.
0:20:17 > 0:20:2380-year-old Joan contacted me about her £1,676 bath lift.
0:20:23 > 0:20:26If I could go back to the very beginning,
0:20:26 > 0:20:32knowing what I know now, I would not have entertained the idea at all.
0:20:32 > 0:20:35Joan had discovered that due to having a small bathroom
0:20:35 > 0:20:39and a bad hip, the product has not proved suitable for her needs
0:20:39 > 0:20:43and the company, Willowbrook, has refused her request for a refund.
0:20:43 > 0:20:45Son Gary doesn't agree.
0:20:45 > 0:20:48I think these companies, yeah, if they're dealing with old
0:20:48 > 0:20:51and vulnerable people that have got ailments and illnesses
0:20:51 > 0:20:54and the reason they're having this product, there should be more
0:20:54 > 0:20:57investigation done to that particular person to make sure the
0:20:57 > 0:21:01systems are adequate for the people they're providing the system for.
0:21:01 > 0:21:05However much you try to get out, you've still got to come over
0:21:05 > 0:21:07and you hit your leg on there. You can't...
0:21:08 > 0:21:11Unless you can fold your leg in half,
0:21:11 > 0:21:16and this one I have to lift out, which then smacks onto there again.
0:21:16 > 0:21:20And this palaver is all because the fitters installed the lift
0:21:20 > 0:21:24further forward in the bath than they normally would due to needing
0:21:24 > 0:21:28more space to remove the lift's rechargeable battery.
0:21:28 > 0:21:31Interestingly, Willowbrook has tried to contact me
0:21:31 > 0:21:35saying they want to sort out the situation with Joan.
0:21:35 > 0:21:37The problem is we keep missing each other.
0:21:37 > 0:21:40I'm not going to give up before I go home.
0:21:44 > 0:21:46DIALLING TONE
0:21:46 > 0:21:50'But it's looking like Willowbrook and I are as busy as each other.'
0:21:53 > 0:21:55OK, I'll have to come back and fight another day.
0:21:55 > 0:21:59And that's because we need to have a proper chat about Joan's Aqualift
0:21:59 > 0:22:02and one of the crucial questions I want to ask is how
0:22:02 > 0:22:06they decide if a mobility aid is the right one for a customer.
0:22:06 > 0:22:10This isn't just about getting a result for Joan.
0:22:10 > 0:22:12The average age of the British population is growing.
0:22:12 > 0:22:16It's currently estimated that there are over four million users
0:22:16 > 0:22:17of mobility aids in the UK.
0:22:17 > 0:22:20Now, that's an awful lot of people who might not
0:22:20 > 0:22:22necessarily have the right product for their needs. Hmm!
0:22:24 > 0:22:28'So, I've come to the charity Disability Living Foundation
0:22:28 > 0:22:31'to see if I can find out more about this growing
0:22:31 > 0:22:34'industry and where the consumer stands with it.
0:22:34 > 0:22:36'The charity is based in West London
0:22:36 > 0:22:39'and they offer impartial advice and the opportunity for people to
0:22:39 > 0:22:44'try out a mobility aids and work out which one suits them best.'
0:22:44 > 0:22:47Now, you say you're a charity, so you're non-profit?
0:22:47 > 0:22:48- We're non-profit.- OK.
0:22:48 > 0:22:51We provide a centre like this which the main purpose
0:22:51 > 0:22:55is for people to come and try out equipment themselves,
0:22:55 > 0:22:57so that gives them hands-on experience.
0:22:57 > 0:23:00Whatever your ailment, there is some sort of device or
0:23:00 > 0:23:05modification to aid your daily tasks, whatever it is.
0:23:05 > 0:23:06Oh, yeah, there's masses.
0:23:06 > 0:23:10On our information system that people can access for free
0:23:10 > 0:23:14- we've got 11,000 products. - It's a booming market, isn't it?
0:23:14 > 0:23:19Yes, it is, and there's a lot of very clever bits of kit,
0:23:19 > 0:23:22from the very simple to the quite complex, quite technological.
0:23:22 > 0:23:24Who is the onus on? Is it you as a customer
0:23:24 > 0:23:26to make sure you're buying from a reputable
0:23:26 > 0:23:29company and the right product or is it the salesperson to make sure
0:23:29 > 0:23:32he's selling you the right product for your needs?
0:23:32 > 0:23:34It's not their job to assess your needs,
0:23:34 > 0:23:38unless you're buying a service where that's part of the package.
0:23:38 > 0:23:40If somebody says, "I will come to your home
0:23:40 > 0:23:43"and I'll give you an assessment of everything you need
0:23:43 > 0:23:48"and make recommendations, and some of those will be from this supplier
0:23:48 > 0:23:51"and some from another," and so on, so it's more of an impartial thing,
0:23:51 > 0:23:55but, mostly, the salesperson is coming to your home to make a sale.
0:23:55 > 0:23:59Now, with that in mind, is this industry regulated?
0:24:01 > 0:24:03No.
0:24:03 > 0:24:05There's no regulation, there's no law,
0:24:05 > 0:24:08there's no legal framework that says you must only sell in these
0:24:08 > 0:24:13circumstances or to put a series of constraints around particular
0:24:13 > 0:24:18sales, so it's like many other markets and there's quite an onus
0:24:18 > 0:24:24on the individual to take special care of the purchases you're making.
0:24:24 > 0:24:27'The overriding message here is to try before you buy
0:24:27 > 0:24:30'and get a proper understanding of your needs.'
0:24:30 > 0:24:34As a customer, you have to take good care to make good decisions,
0:24:34 > 0:24:39to research well in advance and to get good advice, assessment
0:24:39 > 0:24:44if you need it, before making a purchase and then to deal with
0:24:44 > 0:24:46and choose carefully a company that will give you
0:24:46 > 0:24:49the kind of standard of service that you deserve and you need.
0:24:49 > 0:24:52Tell you what, you covered it all there, Chris.
0:24:52 > 0:24:55- Thanks ever so much. Do you want a lift up?- Yeah!
0:24:57 > 0:25:00Tell you what, that was an interesting chat with Chris.
0:25:00 > 0:25:04What I learned from that is that this industry is unregulated.
0:25:04 > 0:25:08The emphasis really is on you, buyer beware. Use your common sense.
0:25:08 > 0:25:11As we all know, common sense isn't that common.
0:25:12 > 0:25:15Unfortunately, as a customer, it's easy to be
0:25:15 > 0:25:19wowed by a company's claims. So, just what was Willowbrook saying
0:25:19 > 0:25:23their product could do for someone like Joan and what was the reality?
0:25:23 > 0:25:27Joan chose this Aqualift product based on this glossy advertising
0:25:27 > 0:25:31campaign. It all just seemed so perfect for her.
0:25:31 > 0:25:35'Aqualift is safe and easy-to-use with no worries
0:25:35 > 0:25:37'about losing your balance or slipping.'
0:25:37 > 0:25:40Well, that's the claim, but what's the reality?
0:25:40 > 0:25:44She found straightaway that it felt, for her, unstable,
0:25:44 > 0:25:48lowering her into the bath and lifting her back up.
0:25:48 > 0:25:51I don't think it's very good for a person like me
0:25:51 > 0:25:52who's got hip problems.
0:25:52 > 0:25:55If you've got to shuffle yourself backwards and forwards, that is
0:25:55 > 0:25:57not easy with a bad hip.
0:25:57 > 0:26:00'Easy-to-use, handheld controller.
0:26:00 > 0:26:05- 'Adjustable seat height to suit your bath.'- Sounds great.
0:26:05 > 0:26:08They didn't fit the seat, which they should have done,
0:26:08 > 0:26:11because as you can see, if the seat is on there,
0:26:11 > 0:26:13then it's not very comfortable to sit on the toilet,
0:26:13 > 0:26:17I've got to sit sideways otherwise my knees bash up against there.
0:26:17 > 0:26:20'Rediscover the pleasures of a relaxing bath.'
0:26:20 > 0:26:22Trouble is, it didn't work out that way for Joan.
0:26:22 > 0:26:26- The whole debacle is absolutely pointless.- I agree, Joan.
0:26:26 > 0:26:28Which raises the question,
0:26:28 > 0:26:31was this product ever suitable for Joan's needs?
0:26:31 > 0:26:34A question she raised in her complaint to Willowbrook's manager
0:26:34 > 0:26:38when telling him about the painful tipping to and fro on the lift.
0:26:38 > 0:26:40"Oh", he said, "You'll have to do the Willowbrook shuffle."
0:26:40 > 0:26:42I said, "What on earth is that?"
0:26:42 > 0:26:45And he said, "Well, when you go down and you feel you're tipping
0:26:45 > 0:26:48"towards the wall, shuffle yourself across."
0:26:48 > 0:26:51His words were, "Shuffle your bum across."
0:26:51 > 0:26:56Um... And then it will...put right, but you have to do that two or
0:26:56 > 0:26:59three times before you get down to the bottom of the bath.
0:26:59 > 0:27:02He didn't mention anything about that when he came
0:27:02 > 0:27:05and demonstrated it and there's nothing in their brochure about it.
0:27:05 > 0:27:07It's when you come up and down and you've got to do their
0:27:07 > 0:27:10"Willowbrook shuffle" that it affects the hip.
0:27:10 > 0:27:12"Willowbrook shuffle"? Hmm.
0:27:12 > 0:27:15Joan's Aqualift was supplied with a slip cushion designed to make
0:27:15 > 0:27:17it easier to use.
0:27:17 > 0:27:18Joan didn't use this cushion
0:27:18 > 0:27:21because she found there wasn't much space in her small bathroom.
0:27:21 > 0:27:24So Willowbrook advised Joan to reinstate the cushion
0:27:24 > 0:27:27and say that the Willowbrook shuffle was just a light-hearted
0:27:27 > 0:27:31phrase used by their staff to refer to the issue she was having.
0:27:31 > 0:27:34But Joan has tried the lift with and without the cushion
0:27:34 > 0:27:36and, either way, she finds it uncomfortable.
0:27:38 > 0:27:40Let's get an expert's opinion.
0:27:40 > 0:27:43Teresa Barton is an occupational therapist.
0:27:43 > 0:27:47Her job is to assess people exactly like Joan, to work out
0:27:47 > 0:27:51their capabilities and how to advise them best on staying independent.
0:27:51 > 0:27:55We've arranged for Teresa to visit and assess Joan to work out
0:27:55 > 0:27:59whether the Aqualift was the right mobility aid for her.
0:27:59 > 0:28:03Joan, do you want to just tell me a little bit about your health,
0:28:03 > 0:28:06how has things been going for you?
0:28:06 > 0:28:08Um, well... I'm not too bad in normal health,
0:28:08 > 0:28:12- it's just the hip that plays me up. - So what's the problem with your hip?
0:28:12 > 0:28:17Um, it's more arthritic, I think, than anything.
0:28:17 > 0:28:21After the initial assessment, and so Teresa can fully understand Joan's
0:28:21 > 0:28:26mobility, it's upstairs to see the bathroom and the lift first-hand.
0:28:27 > 0:28:31- So this is the bath aid.- OK.
0:28:31 > 0:28:35- Called a Willowbrook Aqualift.- OK.
0:28:35 > 0:28:38Supposed to lower you gently into the bath and bring you up again.
0:28:38 > 0:28:42When you're sitting on that, because of the problem with your hip,
0:28:42 > 0:28:47do you manage OK to bring that leg over the side of the bath?
0:28:47 > 0:28:48I have to lift my leg over.
0:28:48 > 0:28:51Without that seat it's not so easy, because as I lift my leg over,
0:28:51 > 0:28:55- it hits the toilet.- You're quite restricted to space, aren't you?
0:28:55 > 0:28:58The problem you've got with that is the minute you start bringing
0:28:58 > 0:29:03any piece of equipment forward, you lose the legroom.
0:29:03 > 0:29:04Hmm - I agree, Teresa.
0:29:04 > 0:29:07Because the fitters had to compromise on the location
0:29:07 > 0:29:10of the lift due to having to have space to remove its battery,
0:29:10 > 0:29:13it actually makes getting in and out of the bath more difficult for Joan.
0:29:13 > 0:29:18And what about her use of this product, given her hip issues?
0:29:18 > 0:29:20Do you feel quite supported?
0:29:20 > 0:29:23No, because you're being tipped that way all the time, so then
0:29:23 > 0:29:29you've got to shift yourself over that way and go down a bit further...
0:29:29 > 0:29:32Are you experiencing any sort of discomfort in your joints at all?
0:29:32 > 0:29:34Yes, it hurts my hip. Right in my groin.
0:29:34 > 0:29:38See, then I've got to stop again... Go over a bit further.
0:29:38 > 0:29:41And none of this moving around would be such an issue
0:29:41 > 0:29:44if Joan didn't have such a painful hip.
0:29:44 > 0:29:46So do you feel it's not actually made getting in and out and
0:29:46 > 0:29:50- using the bath...- No, it hasn't made it any better at all.
0:29:50 > 0:29:52- Do you feel confident when you're using it?- No.
0:29:53 > 0:29:58Teresa has now seen the bath lift first-hand and Joan using it.
0:29:58 > 0:30:02In my opinion, with the equipment that Joan has bought, I don't
0:30:02 > 0:30:06know whether she was misunderstood or whether she had the opportunity
0:30:06 > 0:30:10to express any concerns, but it clearly isn't suitable
0:30:10 > 0:30:13and seeing how it has to be positioned in the bath to
0:30:13 > 0:30:16allow it to be used correctly with the charger coming out,
0:30:16 > 0:30:19I just wouldn't have recommended it.
0:30:20 > 0:30:23Right. So that's an occupational therapist's opinion
0:30:23 > 0:30:24on Joan's purchase.
0:30:24 > 0:30:27Now remember, Joan told Willowbrook down the phone that she had
0:30:27 > 0:30:31hip issues before they even sent a salesman out.
0:30:31 > 0:30:35The salesman never really covered any issues regarding Mum's health,
0:30:35 > 0:30:38to whether she'd struggle to use the equipment,
0:30:38 > 0:30:42there was no questions asked at all regarding whether
0:30:42 > 0:30:44she would be able to use it because of health issues.
0:30:44 > 0:30:46OK, but what about THIS?
0:30:46 > 0:30:47Try the Aqualift today
0:30:47 > 0:30:49in the comfort of your own home with
0:30:49 > 0:30:52a no-obligation dry demonstration,
0:30:52 > 0:30:53available nationwide.
0:30:53 > 0:30:56I wasn't given the opportunity to try it at the time.
0:30:56 > 0:31:00Right, I'm even more determined than ever to finally make contact
0:31:00 > 0:31:02with this company.
0:31:02 > 0:31:05Now, Willowbrook...
0:31:05 > 0:31:08I did call them the other day, on a couple of occasions,
0:31:08 > 0:31:11and the lady I want to speak to, Christine, wasn't there.
0:31:11 > 0:31:14Fair enough. I left messages and, in fairness to Christine,
0:31:14 > 0:31:18she tried to call me back and we were like...ships in the night.
0:31:18 > 0:31:21We haven't actually spoke yet. So...
0:31:21 > 0:31:23Let's see if we can change that.
0:31:25 > 0:31:26'Bingo.
0:31:26 > 0:31:30'This time I do get through to Christine, the sales operation
0:31:30 > 0:31:33'manager who will be dealing with me in relation to Joan's case.'
0:31:33 > 0:31:36Is that Christine? Hello, I was expecting a voicemail.
0:31:36 > 0:31:38It's Dominic Littlewood from the BBC.
0:31:38 > 0:31:42'Christine doesn't want us using her voice. Fair enough.
0:31:42 > 0:31:45'I have already e-mailed Willowbrook a list of questions regarding
0:31:45 > 0:31:48'the Aqualift's installation.
0:31:48 > 0:31:51'But after hearing the occupational therapist's opinion,
0:31:51 > 0:31:54'I have a few more.' There's a few things I want to query with you.
0:31:54 > 0:31:58I'm interested to find out why he didn't get Joan to do
0:31:58 > 0:32:01a demonstration. He gave her one in her front room,
0:32:01 > 0:32:03she never got the chance to actually try it.
0:32:03 > 0:32:07The reason we didn't try it was he made it look so simple
0:32:07 > 0:32:10that there didn't appear to be any need to try it.
0:32:10 > 0:32:12I'm told that according to their paperwork,
0:32:12 > 0:32:16Joan signed on the dotted line stating that she had tried
0:32:16 > 0:32:18the lift on the demonstration day.
0:32:18 > 0:32:23He actually didn't ask us to try it at all - me and my mother
0:32:23 > 0:32:26both sat there but not at any stage did we get asked
0:32:26 > 0:32:28if we wanted to try the product out.
0:32:28 > 0:32:31Yes, she didn't DO a demonstration, but she HAD the demonstration.
0:32:31 > 0:32:33I think it's probably a little bit grey.
0:32:33 > 0:32:36'Because without Joan trying before buying,
0:32:36 > 0:32:39'how could she have made an informed decision?
0:32:39 > 0:32:40'As, according to Joan,
0:32:40 > 0:32:43'the salesman didn't enquire at all about her mobility needs.'
0:32:43 > 0:32:48What sort of questions would they ask to find out if the product is suitable?
0:32:48 > 0:32:52I want to clarify whether all these sales reps are in the right position
0:32:52 > 0:32:55to judge what product's suitable for a customer.
0:32:55 > 0:32:57I want to know whether this was the suitable product
0:32:57 > 0:33:01for an 80 plus-year-old lady with a quite severe hip problem.
0:33:04 > 0:33:06Right, I finally got to speak to Christine.
0:33:06 > 0:33:08She seemed a very nice lady,
0:33:08 > 0:33:10she did say that she's not really the right person to answer
0:33:10 > 0:33:14the more awkward questions so I've left her with a whole list there.
0:33:14 > 0:33:18I want to find out are these reps just on commission
0:33:18 > 0:33:21and targeted to sell what they can, because if so, I think
0:33:21 > 0:33:22there's a conflict of interests there.
0:33:22 > 0:33:24Or are they told, "Look,
0:33:24 > 0:33:27"only sell a product that's suitable for the particular customer"
0:33:27 > 0:33:30and, if that's the case, was Joan sold the right product?
0:33:30 > 0:33:31That's the questions I put to them,
0:33:31 > 0:33:34let's wait and see what their answers are.
0:33:34 > 0:33:36Great. Time for a latte.
0:33:43 > 0:33:45If you've got a problem with a product or service,
0:33:45 > 0:33:48it pays to know that here in the UK we've got some
0:33:48 > 0:33:52pretty hefty legislation to protect us consumers.
0:33:52 > 0:33:53I've got to be honest...
0:33:53 > 0:33:56it's not a light read, though.
0:33:56 > 0:33:59But don't worry - we've got some experts on how to use the lowdown
0:33:59 > 0:34:04on a few pieces of law which you might just find invaluable.
0:34:04 > 0:34:07Which could come in useful as my inbox is full of e-mails
0:34:07 > 0:34:11from people complaining about the products you've bought.
0:34:11 > 0:34:13As it is not just Joan who appears to have bought something
0:34:13 > 0:34:15which doesn't suit her needs.
0:34:15 > 0:34:18I've also had an e-mail from Karen, who told me
0:34:18 > 0:34:21that after she gave birth to twins,
0:34:21 > 0:34:24she bought herself a double buggy and all was fine
0:34:24 > 0:34:27until she found out the buggy wouldn't fit on the bus.
0:34:27 > 0:34:30It meant Karen couldn't do her weekly shopping.
0:34:30 > 0:34:33When she went back to the store, they said
0:34:33 > 0:34:36because it wasn't faulty, there was nothing she could do about it.
0:34:36 > 0:34:38Enter my expert.
0:34:38 > 0:34:41Let's hope he can shed some light about your rights
0:34:41 > 0:34:43when you bought something which, when you get it home,
0:34:43 > 0:34:45doesn't do what you want it to do.
0:34:45 > 0:34:47Generally, when you're buying something,
0:34:47 > 0:34:50the onus is on you to make sure that the product you're buying
0:34:50 > 0:34:52is going to be suitable for your needs.
0:34:52 > 0:34:55Unfortunately for Karen, she was concerned about finding a buggy
0:34:55 > 0:35:00for her two babies and didn't ask whether it would fit on the bus.
0:35:00 > 0:35:02But if she had, would she have had a case?
0:35:02 > 0:35:05If you're after something for a very specific need,
0:35:05 > 0:35:09you've asked certain questions about "is this going to be suitable" and
0:35:09 > 0:35:13you've been given assurances that all of that stuff will be fine, then the
0:35:13 > 0:35:16onus shifts onto the seller because they've advised you that it's going
0:35:16 > 0:35:21to be suitable for your specific purpose in your specific environment.
0:35:21 > 0:35:24Question is, should companies take more responsibility for what
0:35:24 > 0:35:25they sell?
0:35:25 > 0:35:27What's the word on the street?
0:35:27 > 0:35:30Everybody is different so they have to adjust their services to
0:35:30 > 0:35:33every person they want to serve.
0:35:33 > 0:35:36And it's not just buggies giving all of you the run-around.
0:35:36 > 0:35:40Mobile phones - we can't live without them these days, can we?
0:35:40 > 0:35:42I hate saying it, but I could probably not live
0:35:42 > 0:35:45without my smartphone because I've become completely dependent on it.
0:35:45 > 0:35:48That's probably the most important part of my life.
0:35:48 > 0:35:50It's like a second brain for me.
0:35:50 > 0:35:51I adore my mobile phone.
0:35:51 > 0:35:53I think everybody does.
0:35:53 > 0:35:56But here's a word of caution for you.
0:35:56 > 0:36:00A lady called Katie has sent me an e-mail - thanks, Katie.
0:36:00 > 0:36:04Katie went into her phone shop and was told she was due an upgrade,
0:36:04 > 0:36:09so she got a new phone and signed a two-year contract. Happy days.
0:36:09 > 0:36:11But then Katie moved to a different county
0:36:11 > 0:36:14and found out she couldn't get reception.
0:36:14 > 0:36:17And what does our expert think about that?
0:36:17 > 0:36:19There are always going to be blackspots in mobile network
0:36:19 > 0:36:25coverage. They would argue they can't possibly cover 100% of the country.
0:36:25 > 0:36:28It seems that's exactly what happened to Katie.
0:36:28 > 0:36:31She complained to the mobile phone company who told her it was
0:36:31 > 0:36:35going to cost 250 large ones to get out of the contract.
0:36:35 > 0:36:36That doesn't sound fair at all.
0:36:36 > 0:36:39There must be some rights for the 83 million mobile phone users
0:36:39 > 0:36:41in the UK.
0:36:41 > 0:36:42If you buy a mobile phone
0:36:42 > 0:36:45and when it's delivered, you realise you have no reception,
0:36:45 > 0:36:47for example, then you are entitled
0:36:47 > 0:36:50under the Supply of Goods and Services Act
0:36:50 > 0:36:53to return that phone and cancel the contract.
0:36:53 > 0:36:56However, you should do that within the first 14 days,
0:36:56 > 0:36:59so that's the key cooling-off period to make sure you're happy
0:36:59 > 0:37:01with how the phone works.
0:37:01 > 0:37:04So if you're already eight months into a phone contract
0:37:04 > 0:37:07and you move home to an area with signal blackspots,
0:37:07 > 0:37:11you can't just cancel your contract. This was Katie's problem.
0:37:11 > 0:37:14She complained after the 14-day cooling-off period,
0:37:14 > 0:37:16hence the £250 charge.
0:37:17 > 0:37:21So the lesson here for all of us is if you're buying a product,
0:37:21 > 0:37:24do as much research as possible to make sure it's the right one for
0:37:24 > 0:37:29your needs because if it isn't, you might just be left holding the baby.
0:37:35 > 0:37:3680-year-old Joan came to me
0:37:36 > 0:37:42because she wanted rid of her £1,676 Willowbrook Aqualift.
0:37:42 > 0:37:45The company salesmen sold her a product that works -
0:37:45 > 0:37:49it just doesn't work in her small bathroom and with her bad hip.
0:37:49 > 0:37:53The people selling those products have a duty and a responsibility
0:37:53 > 0:37:57to make sure that what they're selling is right for that person.
0:37:57 > 0:38:00I think people who supply these products for people
0:38:00 > 0:38:05who are disabled or need assistance at home should be done through
0:38:05 > 0:38:07either their doctor or a nurse.
0:38:07 > 0:38:09We e-mailed Willowbrook and we asked them
0:38:09 > 0:38:12whether their salespeople are qualified to assess a customer's
0:38:12 > 0:38:16needs and whether or not the product they are selling suits their room.
0:38:16 > 0:38:21They sent us an e-mail back and said, "No qualifications are required,
0:38:21 > 0:38:24"but our advisers are experienced in carrying out an initial
0:38:24 > 0:38:27"assessment of the bathroom."
0:38:27 > 0:38:30So then I put to them the issue of responsible selling.
0:38:30 > 0:38:33They e-mailed back again and said, "This is the reason why
0:38:33 > 0:38:35"we offer a no-obligation home demonstration
0:38:35 > 0:38:38"and trial of the product in the customer's home, so that they
0:38:38 > 0:38:42"can decide for themselves if it will suit their needs."
0:38:42 > 0:38:44And this is the sticking point.
0:38:44 > 0:38:47We have Joan stating she never got to try out the product
0:38:47 > 0:38:49and Willowbrook saying she did
0:38:49 > 0:38:53and signed documentation stating so. But that doesn't wash with me.
0:38:53 > 0:38:56Just listen to the declaration that Joan had to sign
0:38:56 > 0:38:59when she purchased the lift. It says...
0:38:59 > 0:39:02"I confirm that I have received a demonstration of the Aqualift
0:39:02 > 0:39:07"and feel confident and capable of using this product safely."
0:39:07 > 0:39:09That doesn't say she actually had a chance to sit on it -
0:39:09 > 0:39:13purely that it was demonstrated to her. Hm, interesting.
0:39:13 > 0:39:16I hope my points make Willowbrook think long
0:39:16 > 0:39:19and hard about how they are selling their products.
0:39:19 > 0:39:22So what exactly are they offering to do for Joan?
0:39:22 > 0:39:24Christine, hi - it's Dominic again from the BBC.
0:39:24 > 0:39:27I just wondered if you can tell me what the
0:39:27 > 0:39:29outcome is now for Joan, please?
0:39:29 > 0:39:32'Right from the start of the investigation, Willowbrook has said
0:39:32 > 0:39:36'they want to do the right thing, but there are "i"s to dot and "t"s to cross.'
0:39:36 > 0:39:39OK, that's as long as we can find the tiles or she's got some spare...
0:39:39 > 0:39:42'At least things are moving in the right direction.'
0:39:42 > 0:39:45I think she'll be very happy with that, so thanks for your help.
0:39:45 > 0:39:47'You know me - always get things in writing.'
0:39:47 > 0:39:49Could you just send us
0:39:49 > 0:39:52in a short statement just to say what you're going to do?
0:39:52 > 0:39:54Thank you very much. Goodbye.
0:39:54 > 0:39:58I think Joan is going to be rather pleased. I can't wait to tell her.
0:39:59 > 0:40:03And with that in mind, I've come to Cambridgeshire to break the news.
0:40:04 > 0:40:08- I'll give you a hug, shall I? How you doing?- Not too bad, thank you.
0:40:08 > 0:40:11- Did I just see that horse licking your face?- Yes!
0:40:11 > 0:40:13Oh! That's disgusting, fella!
0:40:13 > 0:40:16'Right, that's enough horseplay for the time being.
0:40:16 > 0:40:19'We head inside to take a look at the equipment that's been such
0:40:19 > 0:40:21'a thorn in Joan's side.'
0:40:21 > 0:40:24What would it mean to you to get this taken out?
0:40:24 > 0:40:26Well, it annoys me every time I come up here.
0:40:26 > 0:40:30I cannot have a bath because I don't want to use that
0:40:30 > 0:40:33and I can't get down in the bath myself, so I have to
0:40:33 > 0:40:37stand in the bath, soap myself and then pour myself with a jug of water.
0:40:37 > 0:40:40'In essence, Joan's gone back to where she was before buying the lift
0:40:40 > 0:40:44'and she's been trying to get a refund for the last six months.
0:40:44 > 0:40:47'So it's time to deliver the all-important news.'
0:40:47 > 0:40:49I've made a few phone calls.
0:40:49 > 0:40:52They're going to come round and take it out, they're going to give you
0:40:52 > 0:40:56a full refund and they're going to put the tiles in to repair the hole.
0:40:56 > 0:40:58- Oh, lovely!- Give us a hug!
0:40:58 > 0:40:59Bless your heart!
0:41:01 > 0:41:04- You're squeezing the life out of me there, Joan! Good lord!- Lovely.
0:41:04 > 0:41:09- You're strong, for an 80-year-old lady!- Oh, well!- You don't need that!
0:41:09 > 0:41:12I don't need that, no. Oh, you're lovely. Bless your heart.
0:41:12 > 0:41:16- Pleased about that?- More than pleased.- 'See, Willowbrook?
0:41:16 > 0:41:18'Just look at that smile.
0:41:18 > 0:41:20'We asked the company for a final word
0:41:20 > 0:41:24'and they told us about their 45,000 happy customers and that:
0:41:29 > 0:41:33'And with regards to their sales agreements and whether it's clear
0:41:33 > 0:41:35'as to whether a customer has or has not tried out the product
0:41:35 > 0:41:38'for themselves, they say:
0:41:43 > 0:41:45'And I say, "Good work, Willowbrook.
0:41:45 > 0:41:49'Hopefully lessons can be learned by everyone involved.'
0:41:49 > 0:41:54With hindsight, where would you now give yourself the proverbial
0:41:54 > 0:41:57slap on the wrist, what did you do wrong?
0:41:57 > 0:42:00I should have tried it - and then realised I'd got to do this
0:42:00 > 0:42:03- Willowbrook shuffle. I would never have had it.- 'Too true.
0:42:03 > 0:42:05'I'm just glad we've had a happy ending,
0:42:05 > 0:42:08'so I bid my farewells to a rather pleased Joan.'
0:42:09 > 0:42:12Cheerio, Joan - thanks for the cake. Bye-bye.
0:42:12 > 0:42:14I'm over the moon with being able to have my money back
0:42:14 > 0:42:18and I must really sincerely thank Dom for all the work he's done.
0:42:18 > 0:42:22I think he's a smashing bloke and he really goes to town
0:42:22 > 0:42:24and looks after the underdog.
0:42:24 > 0:42:28He really has set about getting some results for me
0:42:28 > 0:42:30which I couldn't have done on my own.
0:42:30 > 0:42:33I'd like to say to Dom, thanks for everything you've done.
0:42:35 > 0:42:40My mum is over the moon that she's finally got this sorted after
0:42:40 > 0:42:43a long period of various phone calls and letters.
0:42:43 > 0:42:45Dom is the world to her now!
0:42:49 > 0:42:52I love helping people like Joan because she didn't know where
0:42:52 > 0:42:55to turn to when things didn't go right for her.
0:42:55 > 0:42:56As far as Willowbrook are concerned,
0:42:56 > 0:43:00I'm really pleased they gave her her money back - thank you for that.
0:43:00 > 0:43:01My job's done.