0:00:02 > 0:00:06I'm Dominic Littlewood and I'm here to champion your consumer rights.
0:00:06 > 0:00:10I'm going to go in with a phone call now and ask them for more.
0:00:10 > 0:00:12Any problem, no matter how big or small,
0:00:12 > 0:00:15I'll help you get the service you deserve.
0:00:15 > 0:00:19I'm getting the impression you don't want to answer any of the questions now, is that correct?
0:00:19 > 0:00:21Whether it involves getting your money back...
0:00:21 > 0:00:24We pay our money to them and they are the people who should come and help us.
0:00:24 > 0:00:27..or taking on your contract conundrums...
0:00:27 > 0:00:29I couldn't find help from anywhere.
0:00:29 > 0:00:33It was such a large company, I had nobody to fight my corner.
0:00:33 > 0:00:34..I'm on the case.
0:00:36 > 0:00:39On today's programme, one man's fight with an insurance
0:00:39 > 0:00:43company moves up a gear in a bid to get his car fixed once and for all.
0:00:43 > 0:00:47When I realised that it had so many problems with the car,
0:00:47 > 0:00:49I was really angry.
0:00:49 > 0:00:53Engagement rings - the first step towards the big day.
0:00:53 > 0:00:55They're not only expensive but they have sentimental value,
0:00:55 > 0:00:58so what happens when the ring holds a hidden secret?
0:01:00 > 0:01:03He says, "That's 18-carat white gold," and at that point I says,
0:01:03 > 0:01:06"Well, we've got a problem because I purchased a platinum ring."
0:01:06 > 0:01:10And we aim to arm you with the know-how to take on the big boys.
0:01:10 > 0:01:15They can push me through different processes and get me confused
0:01:15 > 0:01:18so they don't have to deal with the issue themselves.
0:01:18 > 0:01:22I'm taking on your consumer problems to make sure you don't get done.
0:01:26 > 0:01:28Being involved in an accident is bad enough,
0:01:28 > 0:01:30especially if it's not your fault.
0:01:30 > 0:01:33But you're insured, so you should be able to get your car repaired
0:01:33 > 0:01:37and delivered back in its pre-accident condition, right?
0:01:37 > 0:01:39Well, not always, it seems.
0:01:39 > 0:01:41So what do you do if your repair isn't up to scratch
0:01:41 > 0:01:44and the value of your car has plummeted?
0:01:45 > 0:01:47Meet Des Denniston from Cheshire,
0:01:47 > 0:01:51whose car was involved in an accident in 2013.
0:01:51 > 0:01:55There's a gap there. These lamps don't fit quite right.
0:01:55 > 0:01:57There is wires that have just been pushed up there -
0:01:57 > 0:01:58they're hanging down.
0:01:58 > 0:02:03The condition now isn't as good as it was before the accident
0:02:03 > 0:02:06because the repairs haven't been done good enough.
0:02:08 > 0:02:11Des has owned his beloved Beemer for nearly four years.
0:02:11 > 0:02:13I bought it off a family friend.
0:02:13 > 0:02:17As soon as I seen the car and he said he was selling it, I thought,
0:02:17 > 0:02:20"Yeah, would really like this car."
0:02:20 > 0:02:23You know, so I got the money together and bought it
0:02:23 > 0:02:25and I've been pleased with it ever since.
0:02:25 > 0:02:28But in May last year, disaster struck.
0:02:28 > 0:02:30I looked in me mirror after I'd stopped
0:02:30 > 0:02:34and realised the car behind me was still travelling at quite a speed.
0:02:34 > 0:02:36And he just ploughed into the back of me.
0:02:37 > 0:02:40Des's first worry wasn't his car.
0:02:40 > 0:02:43You're quite shocked when someone runs into the back of you like that.
0:02:43 > 0:02:47Erm, the main thing is, I thought, you know, am I badly injured or anything?
0:02:47 > 0:02:50But... I was a bit sore when I got out of the car.
0:02:50 > 0:02:55But it was when Des went to inspect the damage that he got a real shock.
0:02:55 > 0:02:57It looked like I'd reversed into a lamp post
0:02:57 > 0:03:00because of the way it had crumpled.
0:03:00 > 0:03:03It had a big, like, V shape in the back.
0:03:03 > 0:03:06The bumper was all smashed, there was interior trim smashed,
0:03:06 > 0:03:09the lights were all smashed.
0:03:09 > 0:03:11I couldn't shut the boot.
0:03:11 > 0:03:14He quickly got on the phone to his insurance company.
0:03:14 > 0:03:16They initiated a claim
0:03:16 > 0:03:19and said that I'd be contacted the following day, so I was
0:03:19 > 0:03:22reassured that my insurance company were, you know, could take care of things.
0:03:24 > 0:03:26But a few days later,
0:03:26 > 0:03:29he received a phone call from another insurance company, Admiral.
0:03:31 > 0:03:36Admiral were the young lad's insurance company
0:03:36 > 0:03:39and they told me that I had no need to go through my insurance company
0:03:39 > 0:03:43and that I could go through them, I wouldn't have to pay me excess,
0:03:43 > 0:03:47they would deal with it, provide a courtesy car and everything.
0:03:47 > 0:03:49Everything would run smoothly.
0:03:49 > 0:03:51Des was weary,
0:03:51 > 0:03:55so rang his own insurance company to check this was indeed true.
0:03:55 > 0:03:58They reassured me that it would just be like dealing with them,
0:03:58 > 0:04:00so there were no disadvantages.
0:04:00 > 0:04:02So they shut their claim down
0:04:02 > 0:04:05and then I went back to Admiral
0:04:05 > 0:04:09and agreed that they could repair the car at one of the approved
0:04:09 > 0:04:12repairers and they'd provide me with a hire car.
0:04:12 > 0:04:15Des felt confident with Admiral at the helm.
0:04:15 > 0:04:19The next day, I got details of that service in writing
0:04:19 > 0:04:23and the next day they dropped a courtesy car off, which I was pleased with.
0:04:23 > 0:04:26There wasn't... You know, I didn't have to go and pick the car up.
0:04:26 > 0:04:29So certainly at that point, I was very pleased with the service.
0:04:29 > 0:04:33It all seemed straightforward with the repair of his car
0:04:33 > 0:04:35and it was ready four weeks later.
0:04:35 > 0:04:39I turned up at the garage - the car was sitting outside.
0:04:39 > 0:04:41From a distance it looked fine.
0:04:41 > 0:04:45However, on closer inspection, Des noticed some faults.
0:04:45 > 0:04:49The first thing that raised alarms was that the mat in the boot
0:04:49 > 0:04:53wouldn't go down and there was some issue underneath.
0:04:53 > 0:04:57The repair to the floor is quite poor and actually isn't level.
0:04:57 > 0:05:00The battery cover on the right, that still had a piece broken.
0:05:00 > 0:05:04You can see there where they've pumped some sort of sealer on it,
0:05:04 > 0:05:05glue,
0:05:05 > 0:05:07to try and fix it. That should have been replaced.
0:05:07 > 0:05:11Then I noticed that there was gaps around
0:05:11 > 0:05:13that weren't there before.
0:05:13 > 0:05:16These lamps...
0:05:16 > 0:05:19don't fit quite right - that one's a bit loose.
0:05:19 > 0:05:23Dangling wires, oversprayed paint... The list went on and on.
0:05:23 > 0:05:27When I realised that it had so many problems with the car, I was...
0:05:27 > 0:05:30I was really angry.
0:05:30 > 0:05:34I felt that a reputable repairer could repair a car to this standard,
0:05:34 > 0:05:36I just felt was appalling.
0:05:36 > 0:05:40Des had no hesitations about getting in touch with Admiral
0:05:40 > 0:05:44but, not being a mechanic, he also decided to get a second opinion.
0:05:44 > 0:05:45Quite wise.
0:05:45 > 0:05:47The next day, I took the car to BMW
0:05:47 > 0:05:51and they pointed out other things again that I'd not spotted.
0:05:51 > 0:05:55So I got back in touch with Admiral, explained this,
0:05:55 > 0:05:58and after numerous phone calls on that day,
0:05:58 > 0:06:03they did agree to independently assess the car themselves.
0:06:03 > 0:06:07And two weeks later, an assessor from Admiral came to check the car.
0:06:07 > 0:06:08I got their report back...
0:06:10 > 0:06:12..which ultimately I wasn't happy with
0:06:12 > 0:06:16because it didn't take into account all the points that I'd raised.
0:06:16 > 0:06:18One of the things that really did annoy me
0:06:18 > 0:06:21is on one part of the car there's excess sealer.
0:06:22 > 0:06:24And they said it was commercially acceptable.
0:06:24 > 0:06:27I pointed out, "Well, it's not acceptable to me."
0:06:27 > 0:06:30And in the end, this is my car which had no prior damage.
0:06:30 > 0:06:33The report done by Admiral's independent assessor said
0:06:33 > 0:06:36the repairs had been carried out to a good standard
0:06:36 > 0:06:39and there were just some cosmetic works that needed to be done,
0:06:39 > 0:06:43which should come to about £250, but Des wasn't happy
0:06:43 > 0:06:47and went straight to the top to complain.
0:06:47 > 0:06:50The reason I wrote to the chief executive is because I was
0:06:50 > 0:06:55so frustrated and annoyed with the way that the staff within Admiral
0:06:55 > 0:06:59had dealt with me, and the outcome that they'd proposed
0:06:59 > 0:07:03I just felt was totally unfair.
0:07:03 > 0:07:05Four weeks later, he got a reply.
0:07:05 > 0:07:11They'd come back to me and said that their offer was not going to be changed.
0:07:11 > 0:07:14In fairness to Admiral, what they did say is
0:07:14 > 0:07:19if I got an independent report myself, if I arranged for that to be done,
0:07:19 > 0:07:22they would look at that and make a decision.
0:07:23 > 0:07:25And Des did exactly that.
0:07:25 > 0:07:28BMW recommended a company called Hoopers.
0:07:29 > 0:07:31The report that I had done, erm...
0:07:32 > 0:07:36..said that the car needed to be totally stripped down,
0:07:36 > 0:07:39first of all, to repair all the issues that had been noticed.
0:07:39 > 0:07:42This report basically states that the back panel should
0:07:42 > 0:07:46come off because the problem's to do with things not fitting right -
0:07:46 > 0:07:48there probably a deeper issue.
0:07:48 > 0:07:50The two reports couldn't have been more different.
0:07:50 > 0:07:53One was put on ramps, you know,
0:07:53 > 0:07:56they discussed the repair with the actual repairers,
0:07:56 > 0:07:59where the initial report was just done on my driveway.
0:08:01 > 0:08:06Ultimately they've said that the rectification work was £1,800.
0:08:06 > 0:08:09He sent his report straight off to Admiral.
0:08:09 > 0:08:11They said it was over-exaggerated
0:08:11 > 0:08:14and there was work identified that didn't need doing.
0:08:14 > 0:08:18Admiral gave me a revised offer of £500
0:08:18 > 0:08:23when they received the report that I'd got done, which I was appalled at.
0:08:23 > 0:08:25Totally appalled at.
0:08:25 > 0:08:28Cos in the end, it wasn't my word against Admiral's,
0:08:28 > 0:08:32I had an independent report, and for me to move forward with Admiral,
0:08:32 > 0:08:35the starting point needs to be the repair costs.
0:08:35 > 0:08:39It's now a stalemate between Admiral and Des.
0:08:39 > 0:08:40Since I've had the offer from Admiral,
0:08:40 > 0:08:42I have been on the phone to them,
0:08:42 > 0:08:45I have wrote a follow-up response
0:08:45 > 0:08:48but ultimately, they will not...
0:08:48 > 0:08:52They've not budged from the £500 repair costs on the car.
0:08:52 > 0:08:55Des is desperate for my help, as he feels he's been treated unfairly.
0:08:57 > 0:08:58I want Dom to get for me
0:08:58 > 0:09:03the cost of the repairs - which is in the region of £1,800 as per
0:09:03 > 0:09:06the independent report - and then my out-of-pocket costs.
0:09:06 > 0:09:10I've had days off work, I've spent a lot of time on the phone,
0:09:10 > 0:09:14writing e-mails, writing very detailed letters to Admiral.
0:09:15 > 0:09:17And none of this was my fault
0:09:17 > 0:09:20and that's what I feel really aggrieved about.
0:09:20 > 0:09:22It looks like we're at a bit of a standstill with Des,
0:09:22 > 0:09:24so I want to jump-start things.
0:09:24 > 0:09:27What I've done is sent Admiral an e-mail and said, "Right,
0:09:27 > 0:09:29"I'm in the driving seat now."
0:09:32 > 0:09:35From what I read, Admiral is a branch of the Admiral group, along
0:09:35 > 0:09:40with its sister companies, Elephant, Diamond and Bell Insurance.
0:09:40 > 0:09:43In 2011, the company made around £2 billion.
0:09:43 > 0:09:44Wowsers!
0:09:44 > 0:09:48Their headquarters are in Cardiff and it was recently voted the best
0:09:48 > 0:09:51car insurance provider by the Personal Finance Awards.
0:09:51 > 0:09:55Impressive indeed. However, maybe not for Des.
0:10:01 > 0:10:03Right, I'm going to put the pedal to the metal
0:10:03 > 0:10:05and get Des's case done and dusted.
0:10:05 > 0:10:09He wants his car back to pre-accident condition.
0:10:09 > 0:10:12With some help from the experts, of course.
0:10:12 > 0:10:15If this was my vehicle, I wouldn't be happy with the finish.
0:10:20 > 0:10:23Struggling to get your head around the ins and outs consumer law?
0:10:23 > 0:10:25Well, forget it.
0:10:25 > 0:10:28Cos I know just the man in the know.
0:10:28 > 0:10:32Which comes in very handy indeed, because I get a daily deluge of
0:10:32 > 0:10:37e-mails with complaints and concerns over the goods you're buying.
0:10:37 > 0:10:41Sale of goods legislation provides that goods should be
0:10:41 > 0:10:43fit for their normal purpose.
0:10:43 > 0:10:46Whenever you buy a product, you are protected by certain laws.
0:10:46 > 0:10:49Whether the goods are damaged or don't work,
0:10:49 > 0:10:51you just need to know how to complain.
0:10:51 > 0:10:52To be honest,
0:10:52 > 0:10:55when I do get a product that's not working or efficient,
0:10:55 > 0:10:58I find it hard to take on a big company because
0:10:58 > 0:11:03they feel that they can push me through different processes and
0:11:03 > 0:11:07get me confused so they don't have to deal with the issue themselves.
0:11:07 > 0:11:10Well, fret no more, because here's everything you need to know
0:11:10 > 0:11:13if what you buy doesn't live up to your expectations.
0:11:15 > 0:11:17If a product's not fit for the purpose,
0:11:17 > 0:11:20if it's not doing what you think it should be doing,
0:11:20 > 0:11:25you have exactly the same rights as if the goods are faulty.
0:11:25 > 0:11:29You're entitled to a refund or address of some kind, providing
0:11:29 > 0:11:33you make your complaint known to the seller at a reasonable time.
0:11:33 > 0:11:35OK, that sounds simple enough
0:11:35 > 0:11:38but how can you prove it's not fit for purpose?
0:11:38 > 0:11:41If you believe that goods are not fit for their purpose,
0:11:41 > 0:11:43obviously you've got to demonstrate it in some way,
0:11:43 > 0:11:48you've got to show that they're not fit for their purpose to the seller.
0:11:48 > 0:11:51OK, but is there a time limit to anyone's complaints?
0:11:51 > 0:11:54Consumers should make their complaint as soon
0:11:54 > 0:11:55as reasonably possible.
0:11:55 > 0:12:00As soon as they're aware that there is a problem with the goods,
0:12:00 > 0:12:03whether they're faulty, not fit for purpose, not as described,
0:12:03 > 0:12:06they should make the complaint as soon as possible.
0:12:06 > 0:12:07Strictly speaking,
0:12:07 > 0:12:11in law there is a time limit that's six years from the date of purchase,
0:12:11 > 0:12:15but for the vast majority of transactions, that would not apply.
0:12:17 > 0:12:20Well, I've had a few complaints from people that feel the goods
0:12:20 > 0:12:22they've bought are not fit for purpose.
0:12:22 > 0:12:25I've got an e-mail from a couple who bought a kitchen,
0:12:25 > 0:12:28yet just two years later they noticed the end panels on the cupboards
0:12:28 > 0:12:31had started to split alongside the floor.
0:12:31 > 0:12:34The company inspected it and claimed the damage was not
0:12:34 > 0:12:37a problem with the panels but caused by washing the floor.
0:12:37 > 0:12:40So what does our expert say about that?
0:12:42 > 0:12:47I would think that a reasonable business would expect that
0:12:47 > 0:12:52those units are going to be exposed to quite a lot of moisture
0:12:52 > 0:12:59and cleaning, so that does not seem to be a reasonable explanation.
0:13:01 > 0:13:05Maybe those kitchen cupboards are not fit for purpose.
0:13:05 > 0:13:08But what about this lady who bought a juicer online?
0:13:08 > 0:13:09Very healthy.
0:13:09 > 0:13:13But a year and 365 juices later, it broke.
0:13:13 > 0:13:17Three replacement parts on, and it's still breaking.
0:13:17 > 0:13:19Under those circumstances,
0:13:19 > 0:13:23it would seem, on the facts, that the goods are not
0:13:23 > 0:13:24fit for their purpose,
0:13:24 > 0:13:30and after a couple of opportunities to put them at a right, I think
0:13:30 > 0:13:35the consumer should say, "Enough is enough, I want a refund."
0:13:35 > 0:13:38The company has told her the product IS fit for purpose,
0:13:38 > 0:13:40it's the way she's using it.
0:13:40 > 0:13:42But this begs the question -
0:13:42 > 0:13:45who is the onus on to prove the product is not fit for purpose?
0:13:47 > 0:13:49When consumers are in a dispute with companies,
0:13:49 > 0:13:53the onus is on them to prove what they're saying.
0:13:53 > 0:13:57It may be something as simple as proving that they purchased
0:13:57 > 0:14:00the goods from that particular retailer.
0:14:00 > 0:14:04Some retailers say that you need to produce a receipt. In fact,
0:14:04 > 0:14:06you need proof of purchase.
0:14:06 > 0:14:10If you are required to show that goods are faulty
0:14:10 > 0:14:14or not fit for the purpose, then the consumer has to show it.
0:14:14 > 0:14:16Right, let's say we've done that.
0:14:16 > 0:14:21We think we're in the right, but the company disagrees. What next?
0:14:21 > 0:14:25My advice would be to try and get some independent expert advice,
0:14:25 > 0:14:29someone who has knowledge of this particular product.
0:14:29 > 0:14:32The consumer is obviously going to have one view,
0:14:32 > 0:14:33the trader's going to have another.
0:14:33 > 0:14:38You need someone who's properly independent from both parties.
0:14:39 > 0:14:41And finally, one last tip.
0:14:41 > 0:14:43As soon as a problem arises,
0:14:43 > 0:14:47start keeping notes of contacts with the trader.
0:14:48 > 0:14:53If it's a persistent problem with electrical goods, for example, make
0:14:53 > 0:14:58a note of what happens and when it happens and what's the extent of it.
0:14:58 > 0:15:02So, remember, whatever you buy, it should do what it's expected to do.
0:15:09 > 0:15:12Admiral has hit stormy waters as I've had an e-mail from a guy
0:15:12 > 0:15:16complaining that after his car was involved in an accident, through
0:15:16 > 0:15:20no fault of his own, the repairs carried out by the insurance company
0:15:20 > 0:15:23have left his car in a worse state than before the incident occurred.
0:15:25 > 0:15:29I want Admiral to acknowledge that they haven't dealt with me
0:15:29 > 0:15:33correctly. I want them to pay me what they owe me.
0:15:33 > 0:15:37I sent Admiral an e-mail on behalf of Des and they've just replied -
0:15:37 > 0:15:39they've upped their offer.
0:15:39 > 0:15:43They are now prepared to pay him £981.83,
0:15:43 > 0:15:46but the question is, is Des happy?
0:15:49 > 0:15:54All I want is my car repaired to the way it should have been
0:15:54 > 0:15:56and a fair amount for the distress
0:15:56 > 0:15:59and inconvenience, and my out-of-pocket costs I've suffered,
0:15:59 > 0:16:01as a result of this accident that wasn't my fault.
0:16:01 > 0:16:03And the answer is...
0:16:03 > 0:16:05Des is not happy and rejects their offer.
0:16:05 > 0:16:08But is he being unreasonable and just too fussy?
0:16:08 > 0:16:11Well, hopefully we'll find out as Des is off to chat to
0:16:11 > 0:16:13an expert on car damage and repairs.
0:16:13 > 0:16:16- Hi, Pete, you OK?- All right, mate.
0:16:16 > 0:16:20- So you're going to have a look at my car, then?- Yes.
0:16:22 > 0:16:25Des is after the mechanic's opinion on the quality of repairs
0:16:25 > 0:16:29already carried out and also what repairs still need to be done
0:16:29 > 0:16:32to get his car back to pre-accident condition.
0:16:32 > 0:16:36That's a bit concerning - that's just hanging down.
0:16:36 > 0:16:40The actual cabling... If you come here, I'll show you something.
0:16:40 > 0:16:44Your rear heat shield is actually off.
0:16:44 > 0:16:48That's the thing that sits above the silencer. That'll give you...
0:16:48 > 0:16:53- You'll get a vibration.- Yes. I do.
0:16:53 > 0:16:59- Yeah, yeah. That makes a noise as I go round the corner.- It will do.
0:16:59 > 0:17:04So...to me, I think there's a bracket missing there.
0:17:04 > 0:17:06Should there be... That's first of all.
0:17:06 > 0:17:10Cos that's not right. In here as well..
0:17:10 > 0:17:15He said the bumper is not bolted on right.
0:17:15 > 0:17:19- I've got a report... - See those little clips there?
0:17:19 > 0:17:21See where this trim comes to?
0:17:21 > 0:17:24There's little clips - maybe they are missing.
0:17:24 > 0:17:28This is what I am worried about as well - the things I can't see.
0:17:28 > 0:17:32If you follow the line of the archway as it comes around,
0:17:32 > 0:17:36it is just a fraction forward of the original wing.
0:17:36 > 0:17:39Normally, you would anticipate that to follow along
0:17:39 > 0:17:43the same line but it's about five or six millimetres forwards.
0:17:43 > 0:17:46Peter's seen enough.
0:17:46 > 0:17:48Generally, what we are looking at
0:17:48 > 0:17:52is just a very poor finish on the final end of the job.
0:17:52 > 0:17:57There does appear to be some slight alignment problem,
0:17:57 > 0:18:00on the archway, you can notice it on the side
0:18:00 > 0:18:02and obviously when the boot lid comes down.
0:18:02 > 0:18:05So, I just question as to whether it's in the correct
0:18:05 > 0:18:07position on the panel.
0:18:07 > 0:18:12Erm, difficult to say without it being pulled apart and inspected again.
0:18:12 > 0:18:16If this was my vehicle, I wouldn't be happy with the finish, no.
0:18:16 > 0:18:19I think it's been a bit shabby at the end.
0:18:19 > 0:18:24And I'd be wanting to get it sorted out, basically.
0:18:24 > 0:18:25Bingo!
0:18:25 > 0:18:28That is exactly what Des is trying to do.
0:18:28 > 0:18:31The trip there to see Peter has been really useful.
0:18:31 > 0:18:33He has pointed out a few things
0:18:33 > 0:18:36I wasn't aware of, but it reaffirms what I believed -
0:18:36 > 0:18:41that the repair wasn't done to a good enough standard.
0:18:41 > 0:18:47And whilst there is no major safety concerns,
0:18:47 > 0:18:50which I am pleased about,
0:18:50 > 0:18:52erm,
0:18:52 > 0:18:55the issues I've got with the car
0:18:55 > 0:18:59have still, you know, I feel, certainly devalued it.
0:19:00 > 0:19:02According to another independent expert,
0:19:02 > 0:19:06it looks like Des is justified in his complaint.
0:19:06 > 0:19:08That's got my motor running to drive forward and get some
0:19:08 > 0:19:10answers from Admiral.
0:19:10 > 0:19:13And they're on the phone now...
0:19:13 > 0:19:14Hi, Justin.
0:19:14 > 0:19:18'Justin Beddows is Head of Content and Consumer PR
0:19:18 > 0:19:20'and doesn't want his voice broadcast.
0:19:20 > 0:19:23'He begins by saying he appreciates this case has been
0:19:23 > 0:19:27'going on for some time and the company wants to get it sorted.
0:19:27 > 0:19:30'The sticking point, though, is the sum of money for the rectification
0:19:30 > 0:19:33'work, as there is a difference of opinion between Admiral's
0:19:33 > 0:19:36'report and Des's report from Hoopers, about how much it will cost.'
0:19:39 > 0:19:43Yeah, about £400-odd difference, isn't it?
0:19:43 > 0:19:46He explains that the last offer they put to Des does now include
0:19:46 > 0:19:48the cost for more repairs.
0:19:48 > 0:19:51But as far as I can see, Admiral is still not willing to
0:19:51 > 0:19:55pay for all the work as quoted by Hoopers' independent report.
0:19:55 > 0:19:56It's confusing.
0:19:56 > 0:19:59The garage he originally went to...
0:19:59 > 0:20:02They quoted £1,315.
0:20:02 > 0:20:05Now Hoopers quoted £1,784.
0:20:05 > 0:20:08I know you know the figures, but looking at it, it seems to me that
0:20:08 > 0:20:10Hoopers are saying he needs extra work.
0:20:10 > 0:20:14I... I have a small list here of what it is -
0:20:14 > 0:20:18it's reworking the boot floor, repainting the boot floor,
0:20:18 > 0:20:20electronic track and wheel adjustments
0:20:20 > 0:20:23and adjustments of the rear and front axle.
0:20:23 > 0:20:27Now, those items are missing from Williams' report
0:20:27 > 0:20:30hence the £400 difference.
0:20:30 > 0:20:34Mr Denniston obviously wants the work done to a 100% standard -
0:20:34 > 0:20:36as he would accept it.
0:20:36 > 0:20:38Justin asks the crucial question -
0:20:38 > 0:20:41what does Des want to put things right?
0:20:41 > 0:20:46He basically wants the work Hoopers have quoted to be done.
0:20:46 > 0:20:48So whether you agree to give him
0:20:48 > 0:20:51cash for it or pay Hoopers directly is between you guys.
0:20:51 > 0:20:54I am not particularly worried
0:20:54 > 0:20:58but he wants his car back to pre-accident condition.
0:20:58 > 0:21:01And obviously out-of-pocket expenses.
0:21:01 > 0:21:03These are what he's saying will make him happy.
0:21:03 > 0:21:05Hoopers to do the work and
0:21:05 > 0:21:07that amount of money and this compensation
0:21:07 > 0:21:09for his loss of earnings.
0:21:09 > 0:21:12'He clarifies the details with me and says
0:21:12 > 0:21:15'he will liaise with his claims department to see what they can do.
0:21:15 > 0:21:17'But I haven't finished yet!'
0:21:17 > 0:21:21Something I am interested in myself once I looked at this case,
0:21:21 > 0:21:24you used two words - "commercially acceptable".
0:21:24 > 0:21:27And to me that means the whole issue is slightly grey
0:21:27 > 0:21:31because the way I look at it, mine is fairly black and white -
0:21:31 > 0:21:36if a car is damaged, especially by a third party, then whoever
0:21:36 > 0:21:40the owner is, they would expect that car back in pre-damaged condition.
0:21:40 > 0:21:45Not in pre-damaged condition, but we are allowing for a little bit of
0:21:45 > 0:21:49commercially acceptable extra damage, wear and tear, whatever.
0:21:49 > 0:21:52'Justin tells me when it comes to the term "commercially acceptable"
0:21:52 > 0:21:55'he would have to check again with his claims department.'
0:21:55 > 0:21:58It's an area which I would just like a bit more clarification.
0:21:58 > 0:22:00It's handy, as you say yourself,
0:22:00 > 0:22:03you're not 100% certain about how that works.
0:22:03 > 0:22:07'He assures me he will get back in touch as soon as he has more details.'
0:22:07 > 0:22:12Thanks, Justin... Bye-bye.
0:22:12 > 0:22:15At least I've got the ball rolling
0:22:15 > 0:22:17and I look forward to Admiral getting back to me.
0:22:19 > 0:22:22Say you and I suffer a similar situation - what is the best
0:22:22 > 0:22:24path to take to get it fixed.
0:22:24 > 0:22:27I'm off to meet a financial journalist who understands
0:22:27 > 0:22:30motor insurance more than most...
0:22:30 > 0:22:32I think car insurance is a little bit more complex
0:22:32 > 0:22:35than normal insurance like buildings and house.
0:22:35 > 0:22:37It just drives me bonkers. Am I right?
0:22:37 > 0:22:40I think so. Car insurance is one of the most complained-about things
0:22:40 > 0:22:42at the Financial Ombudsman.
0:22:42 > 0:22:44And also, you've got the added problem
0:22:44 > 0:22:46of you don't know what's going on underneath the bonnet,
0:22:46 > 0:22:48unless you're a mechanic.
0:22:48 > 0:22:51The gentleman I'm trying to help out, called Des,
0:22:51 > 0:22:54had an accident in his car. It wasn't his fault.
0:22:54 > 0:22:58And he's ended up dealing with the third-party insurer.
0:22:58 > 0:23:02He's unhappy with the work that's been done as a result of that.
0:23:02 > 0:23:03Where does he stand?
0:23:03 > 0:23:07Well, this is a bit of a tricky situation because if it's your own
0:23:07 > 0:23:10insurer and you're not happy with them, you can go and complain
0:23:10 > 0:23:13to the Financial Ombudsman. But if it's not your insurer
0:23:13 > 0:23:15you're dealing with, it's the other party's insurer,
0:23:15 > 0:23:18- then you can't complain to the Ombudsman.- That's worrying.
0:23:18 > 0:23:21It is. But what you need to be doing, therefore, is going through
0:23:21 > 0:23:25your insurer and then your insurer making the claim off their insurer.
0:23:25 > 0:23:30OK. So I think the important point from that is never deal directly
0:23:30 > 0:23:32with a third-party insurance company,
0:23:32 > 0:23:34until you've spoken to your own one?
0:23:34 > 0:23:37Always start off with your own insurer, because then you can make
0:23:37 > 0:23:40the complaint with the company that you're a customer with.
0:23:40 > 0:23:42And if you're not happy with what they've done,
0:23:42 > 0:23:45you can go to the Ombudsman, because you're their customer.
0:23:45 > 0:23:49In Des's case, after the car was repaired, it turned out that
0:23:49 > 0:23:53it needed about £1,700-odd worth of further repairs
0:23:53 > 0:23:56to rectify some of what had been done already.
0:23:56 > 0:23:58I mean, as far as I'm concerned, that sounds terrible!
0:23:58 > 0:24:02What people need to remember is that their car should be put back
0:24:02 > 0:24:05in the condition it was in before the accident happened.
0:24:05 > 0:24:08- And that's what they need to push for.- If somebody thinks something's
0:24:08 > 0:24:11wrong, what do you think they should do about it?
0:24:11 > 0:24:13If you think there is a problem with the work that a repairer
0:24:13 > 0:24:17has done on your car, and it's not been done to your satisfaction,
0:24:17 > 0:24:20take it to a garage, take it back to that repairer first of all,
0:24:20 > 0:24:24and tell them what you think is wrong and get them to have a look at it.
0:24:24 > 0:24:26And if you're not happy with their answer,
0:24:26 > 0:24:28or you think they're not being fair with you,
0:24:28 > 0:24:30take it to another independent garage,
0:24:30 > 0:24:33get them to have a look at it, get them to give you a report
0:24:33 > 0:24:34and then challenge it.
0:24:34 > 0:24:37And that's exactly what Des has done.
0:24:37 > 0:24:40Something which has crept up in this story is the term
0:24:40 > 0:24:42"commercially acceptable".
0:24:42 > 0:24:45Personally, I've not heard of it before as far as insurance claims
0:24:45 > 0:24:46are concerned. What do you think of that?
0:24:46 > 0:24:50"Commercially acceptable" sounds like insurance company jargon to me.
0:24:50 > 0:24:53It sounds like the kind of thing that someone would use to baffle their customers.
0:24:53 > 0:24:56Ultimately, if you're making a claim, the insurance company should be
0:24:56 > 0:24:59putting your car back in the condition it was in
0:24:59 > 0:25:00before the accident occurred.
0:25:00 > 0:25:03And if someone says "commercially acceptable" to you,
0:25:03 > 0:25:05you should say, "Well, what do you mean by that? I want you to explain
0:25:05 > 0:25:08"what that means in normal person's language."
0:25:08 > 0:25:11So, as far as anyone's concerned, they should be getting their car
0:25:11 > 0:25:14back in pre-accident condition? Black and white, isn't it?
0:25:14 > 0:25:18In pre-accident condition. But don't expect a car back that's better
0:25:18 > 0:25:19than the one that you crashed!
0:25:19 > 0:25:21Yeah, I think that's fair to say.
0:25:21 > 0:25:24It seems Simon knows what he's talking about.
0:25:24 > 0:25:26And as far as I can tell, it seems that Des
0:25:26 > 0:25:28has done and is doing everything right.
0:25:29 > 0:25:32Simon has given me some good ammunition now to go back
0:25:32 > 0:25:36to Admiral Car Insurance and say to them, Des wants his car put back
0:25:36 > 0:25:39in a better condition than it is now!
0:25:39 > 0:25:41And I don't think they can argue the point.
0:25:42 > 0:25:46So, if he does get his car fixed back to its pre-accident condition,
0:25:46 > 0:25:50one of Des's concerns is, will the accident have had any direct impact
0:25:50 > 0:25:53on the resale value of his car?
0:25:53 > 0:25:56Shane Teskey from Hire Purchase Investigations, or HPI for short,
0:25:56 > 0:25:59has got the answers.
0:25:59 > 0:26:02If your car has been in an accident it is important to know it is not the end of the world
0:26:02 > 0:26:06and it doesn't have to have a depressing effect on the value of the car.
0:26:06 > 0:26:10The key is to show any prospective buyer the nature of the damage,
0:26:10 > 0:26:13that you had it repaired with a valuable repairer
0:26:13 > 0:26:17who did it to a high quality, and you won't have any trouble.
0:26:17 > 0:26:20However, the accident could have an effect on the price
0:26:20 > 0:26:24of the vehicle unless you can reassure the buyer.
0:26:24 > 0:26:27Communicating to the buyer the quality of the repair
0:26:27 > 0:26:31is something that you need to focus hard on as the repair is being carried out,
0:26:31 > 0:26:34so we would always suggest taking some pictures
0:26:34 > 0:26:37before the repair is carried out and afterwards.
0:26:37 > 0:26:40Keep the receipts from the shop of the work that was carried out,
0:26:40 > 0:26:44so you can demonstrate exactly what was done and there's no hidden history as such.
0:26:44 > 0:26:46If you have an HPI check,
0:26:46 > 0:26:50any repair worth worrying about should show up.
0:26:50 > 0:26:53Given the average age of the vehicles on the road in the UK today,
0:26:53 > 0:26:57it is very likely there has been a repair at some point carried out.
0:26:57 > 0:27:01The HPI check specifically will record the more serious repairs
0:27:01 > 0:27:03that have been carried out.
0:27:03 > 0:27:05Generally, where an insurance company has
0:27:05 > 0:27:09decided in the past that the vehicle is beyond economic repair
0:27:09 > 0:27:13and to use the phrase "write-off", that's what they will extend to it.
0:27:13 > 0:27:17And there are different categories detailing the severity of the accident.
0:27:17 > 0:27:21Category A and B vehicles which you will find on the check
0:27:21 > 0:27:25are essentially cars that should never be returned to the road,
0:27:25 > 0:27:26that are dangerous
0:27:26 > 0:27:30and, in the opinion of the inspecting engineer, are not repairable.
0:27:30 > 0:27:33So if you ever come across a category A or B car, that is
0:27:33 > 0:27:37a significant red flag and what we would call a "walk-away defect".
0:27:37 > 0:27:41Don't be tempted by a cheaper price. It is a dangerous car to buy.
0:27:41 > 0:27:45Category C and D would be less amounts of damage carried out
0:27:45 > 0:27:49on the car but the insurance company has decided it is just
0:27:49 > 0:27:52not economically viable for us to repair this car.
0:27:52 > 0:27:56The cost of the repair would be in excess of its pre-accident value.
0:27:56 > 0:28:00And they will elect to pay out a salvage value against the car
0:28:00 > 0:28:02rather than repair it themselves.
0:28:02 > 0:28:05However, these cars do end up going
0:28:05 > 0:28:08back on the road in the majority of cases
0:28:08 > 0:28:12so it is crucial that the person considering buying it is able
0:28:12 > 0:28:16to verify that the repair was carried out to the correct standard.
0:28:16 > 0:28:19That is the most important thing you can bear in mind
0:28:19 > 0:28:23if you're considering buying a car that is a category C or D write-off.
0:28:23 > 0:28:25It is not a walk-away defect
0:28:25 > 0:28:30but is a very significant flag to find an the check.
0:28:30 > 0:28:31Good advice.
0:28:31 > 0:28:35And as Des's car was not a write-off or listed in any category,
0:28:35 > 0:28:38once the repairs are up to scratch he shouldn't have too much
0:28:38 > 0:28:40to worry about if he is going to sell his vehicle.
0:28:45 > 0:28:48When you save up hard to buy something, you expect it
0:28:48 > 0:28:53to be perfect, whether it be a car, a fridge, or even a bit of bling.
0:28:53 > 0:28:56You expect to get exactly what you paid for.
0:28:56 > 0:29:00Sometimes, however, though, all that glitters is not necessarily,
0:29:00 > 0:29:03well, in this case, platinum - as one couple found out.
0:29:04 > 0:29:08I've been contacted by Iain McIlroy who, back in 2010,
0:29:08 > 0:29:12popped the question to his then girlfriend Vicky whilst on holiday.
0:29:12 > 0:29:16He literally grabbed the microphone off the rep and decided to
0:29:16 > 0:29:19propose to me in front of the entire room.
0:29:19 > 0:29:21I said, "Yes." Everyone applauded.
0:29:23 > 0:29:27We got home round the end of September
0:29:27 > 0:29:30and we decided we would go ring shopping after that.
0:29:30 > 0:29:34The couple decided to buy from high-street jeweller Ernest Jones
0:29:34 > 0:29:37and it didn't take Vicky long to decide.
0:29:37 > 0:29:39We'd actually gone in and specifically
0:29:39 > 0:29:43asked for a platinum ring because every girl loves platinum,
0:29:43 > 0:29:45don't they, rather than white gold?
0:29:45 > 0:29:50And the ring was platinum solitaire just with a single stone.
0:29:50 > 0:29:53Really simple but it was something that suited me,
0:29:53 > 0:29:55and less is more to me.
0:29:55 > 0:29:58Platinum is one of the most expensive metals you can buy
0:29:58 > 0:30:02and Vicky's ring cost a healthy £1,499
0:30:02 > 0:30:06and the couple also opted for the £100 extended warranty
0:30:06 > 0:30:08Ernest Jones were offering.
0:30:08 > 0:30:10The ring was an expensive item
0:30:10 > 0:30:13and Iain paid in instalments using his Army salary.
0:30:16 > 0:30:19I felt really happy when I finally got the ring
0:30:19 > 0:30:23after waiting, sort of, six months for it to actually happen.
0:30:23 > 0:30:26And, yeah, I was really happy about it.
0:30:26 > 0:30:28Iain and Vicky were soon married,
0:30:28 > 0:30:32and Vicky now had what she thought were two platinum rings -
0:30:32 > 0:30:34her engagement, plus her wedding ring.
0:30:34 > 0:30:36The couple went on to have their son Ajay,
0:30:36 > 0:30:39and Vicky is pregnant with their second child.
0:30:39 > 0:30:42But three years into their married life, something came along
0:30:42 > 0:30:44to take the shine off the happy memories
0:30:44 > 0:30:46attached to her engagement ring.
0:30:50 > 0:30:51Probably about six months ago,
0:30:51 > 0:30:53we started to notice that Vick's colour
0:30:53 > 0:30:55next to her platinum wedding ring was starting to...
0:30:55 > 0:30:57They were different colours.
0:30:57 > 0:31:00It was only slight at first - thought we must get it cleaned.
0:31:00 > 0:31:02We started enquiring about how much it would be.
0:31:02 > 0:31:05So, next time they passed an Ernest Jones shop,
0:31:05 > 0:31:07they popped in to get it checked out.
0:31:07 > 0:31:10They asked us what the metal was and we said it was platinum.
0:31:10 > 0:31:12He says, "That's 18-carat white gold."
0:31:12 > 0:31:14At that point, I says, "We've got a problem,
0:31:14 > 0:31:16"because I purchased a platinum engagement ring
0:31:16 > 0:31:18"three years ago for my wife."
0:31:21 > 0:31:24When I found out, I was quite gutted
0:31:24 > 0:31:27and I actually was, sort of, in a bit of disbelief as well.
0:31:29 > 0:31:33Shocked and upset, the couple raced home to check their receipt.
0:31:33 > 0:31:38It stated merely that they had paid £1,499 for a diamond ring.
0:31:38 > 0:31:41There was no mention of what type of metal it was made of.
0:31:41 > 0:31:44So, could they have spotted it earlier?
0:31:44 > 0:31:46Enter jeweller Spencer Cable.
0:31:48 > 0:31:53Platinum will melt at a much higher grade than white gold.
0:31:53 > 0:31:55The other way to tell is a density test.
0:31:55 > 0:31:59If you put white gold in one hand and platinum in the other,
0:31:59 > 0:32:01I believe it's about 40% heavier,
0:32:01 > 0:32:04so you will feel the platinum against the white gold.
0:32:04 > 0:32:07So, if you had two identical rings in your hand,
0:32:07 > 0:32:08held them together like that,
0:32:08 > 0:32:11one hand would feel heavier than the other.
0:32:13 > 0:32:15There is no such thing as white gold.
0:32:15 > 0:32:17You mine yellow gold from the ground,
0:32:17 > 0:32:19you add white alloys to it to give it the whiter colour.
0:32:19 > 0:32:22When doing that, you still get a yellow tinge to it.
0:32:22 > 0:32:24To enhance that, what you would do
0:32:24 > 0:32:26is you'd plate it with rhodium plating -
0:32:26 > 0:32:28gives it the whiter colour.
0:32:28 > 0:32:31Over a period of time, the white plating wears away.
0:32:31 > 0:32:33It tends to be underneath the ring at the beginning,
0:32:33 > 0:32:35at the bottom there.
0:32:35 > 0:32:38Eventually, when you do that, you can have it re-plated,
0:32:38 > 0:32:41so it all comes off and then you put it back on again, the rhodium -
0:32:41 > 0:32:44brings it back to the white colour again.
0:32:44 > 0:32:46Obviously, white gold and re-plating
0:32:46 > 0:32:48wasn't something Vicky had bought into,
0:32:48 > 0:32:52AND they'd paid the one-and-a-half-grand price tag for a platinum ring.
0:32:52 > 0:32:54Iain went back to Ernest Jones.
0:32:55 > 0:32:58The next day, we took it down, got it appraised by their area manager,
0:32:58 > 0:33:01and he said at the time, "Yes, that is our ring,
0:33:01 > 0:33:02"that is a ring that we would sell,"
0:33:02 > 0:33:04because it had markings on it, etc,
0:33:04 > 0:33:07and he phoned customer services while I was there and said,
0:33:07 > 0:33:10"Right, that is our ring, he's got all the right documentation.
0:33:10 > 0:33:12"Something's happened at the Reading store,
0:33:12 > 0:33:15"so we need to, sort of, move on from this.
0:33:15 > 0:33:18"I'm confirming that we've given him the wrong ring."
0:33:18 > 0:33:20Ernest Jones acknowledged their mistake
0:33:20 > 0:33:22and offered to replace the ring.
0:33:22 > 0:33:25He went straight on to trying to swap the rings over for us,
0:33:25 > 0:33:28and I, sort of, said at the time, "You should slow down a bit there,
0:33:28 > 0:33:31"because bear in mind I've got three years worth of memories
0:33:31 > 0:33:34"attached to this ring and you're asking me to give it back."
0:33:34 > 0:33:38The fact that it's the ring that's in all our wedding photos,
0:33:38 > 0:33:42it's been in the photos ever since we got engaged,
0:33:42 > 0:33:45and it was pretty gutting, actually,
0:33:45 > 0:33:51to have to take that ring off and give it back to the jeweller's.
0:33:51 > 0:33:53Vicky and Iain were in a difficult position.
0:33:53 > 0:33:56On one hand, they wanted the platinum ring they paid for.
0:33:56 > 0:33:57But on the other,
0:33:57 > 0:34:01they had a sentimental attachment to the ring Iain had proposed with.
0:34:01 > 0:34:04I was desperate for Vick to keep that ring, the one I put on her finger.
0:34:04 > 0:34:07It reminded me of a good time for the pair of us.
0:34:07 > 0:34:09Reluctantly, they gave the ring back,
0:34:09 > 0:34:12but Iain didn't want to let it rest there.
0:34:12 > 0:34:15He felt he and his wife should be compensated for what had happened,
0:34:15 > 0:34:17and made his feelings clear.
0:34:17 > 0:34:20Conversations continued. I'd have to call them all the time.
0:34:20 > 0:34:22When they said they'd call me, they wouldn't, etc.
0:34:22 > 0:34:24That went on for a while.
0:34:24 > 0:34:27Eventually, his persistence paid off and Ernest Jones
0:34:27 > 0:34:30agreed to compensate the couple for their stress and inconvenience.
0:34:30 > 0:34:33In the end, they got their platinum engagement ring
0:34:33 > 0:34:35and £400 compensation.
0:34:35 > 0:34:36Result!
0:34:36 > 0:34:39Really good to get the ring that I actually
0:34:39 > 0:34:43picked out in the first place, and the fact that it is all over
0:34:43 > 0:34:46and it has been resolved at the end of the day.
0:34:46 > 0:34:49Vick's got a fantastic ring that she wanted, etc.
0:34:49 > 0:34:51We got some money that we will put to good use
0:34:51 > 0:34:54for Mia, who's on the way in January,
0:34:54 > 0:34:57so, all in all, you can't snigger at £400,
0:34:57 > 0:35:01£400 is £400 in anyone's life, so...
0:35:01 > 0:35:03You know... Let's hope she doesn't spend the money before then!
0:35:03 > 0:35:05£400 for a double buggy!
0:35:05 > 0:35:10Yeah. £400 for a double buggy!
0:35:10 > 0:35:13See, the money gets spent before it hits my wallet!
0:35:14 > 0:35:18I love it when people take on their own battles and come up trumps.
0:35:18 > 0:35:20Pat yourselves on the back.
0:35:20 > 0:35:23We contacted Ernest Jones and they said...
0:35:30 > 0:35:33So, what do you need to know when buying jewellery?
0:35:33 > 0:35:36Could you tell if you were getting the real deal or not?
0:35:36 > 0:35:40One of the methods the experts use is the acid test.
0:35:40 > 0:35:43Nathan Milo works at London Gold Exchange.
0:35:43 > 0:35:46One of the things we always have to do is test the metal.
0:35:46 > 0:35:48So we'll do a little test for you now.
0:35:48 > 0:35:55What I'm going to do is file a little bit...into the gold,
0:35:55 > 0:35:56make a little surface area.
0:35:58 > 0:36:00We use nitric acid.
0:36:00 > 0:36:02What I'm going to do is just a little,
0:36:02 > 0:36:05just a little bit here. But what you are looking for
0:36:05 > 0:36:07is it's going to slowly turn yellow,
0:36:07 > 0:36:09as it's doing now.
0:36:09 > 0:36:13It goes from a clear acid to yellow where it's reacting with the metal.
0:36:13 > 0:36:16And it's going to get more brighter, more vivid,
0:36:16 > 0:36:19and that tells us that it's 18 carat or possibly higher.
0:36:19 > 0:36:20When buying jewellery,
0:36:20 > 0:36:23my advice would be always, always look for the hallmark.
0:36:23 > 0:36:25If you can't see it - it's very small -
0:36:25 > 0:36:28but you can always ask the jeweller for an eyepiece or a loop.
0:36:28 > 0:36:31By law, all jewellery sold in this country has to be hallmarked,
0:36:31 > 0:36:33so always check for the hallmark.
0:36:33 > 0:36:39375 is for 9, 585's 14, 18 carat would be 750
0:36:39 > 0:36:40and 22 carat would be 916.
0:36:42 > 0:36:45Silver's 925 and platinum's 950.
0:36:45 > 0:36:48And that's the basic advice I can give for buying jewellery.
0:36:48 > 0:36:49Good advice.
0:36:49 > 0:36:52I'll remember that, should I ever pop the question!
0:36:52 > 0:36:55- Do you like it?- I love it.- Happy? - Very happy.- Give us a kiss.
0:37:04 > 0:37:08I've been trying to help Des Denniston get his BMW fixed
0:37:08 > 0:37:09and back to the condition it was
0:37:09 > 0:37:11before he was involved in an accident
0:37:11 > 0:37:14and insurance company Admiral organised the repairs.
0:37:15 > 0:37:18I felt I had done everything I could to prove to them
0:37:18 > 0:37:21that there was more damage than they were stating
0:37:21 > 0:37:23and, quite frankly, I wasn't going to put up with it.
0:37:23 > 0:37:26When people make complaints, things should be put right.
0:37:26 > 0:37:28Could it be good news for Des
0:37:28 > 0:37:31as Admiral is prepared to make him another offer?
0:37:31 > 0:37:34They have sent us an e-mail outlining the figures,
0:37:34 > 0:37:36but before we go to give Des the news,
0:37:36 > 0:37:38I just want to clarify the amounts.
0:37:40 > 0:37:41I am due to meet Des Denniston soon.
0:37:41 > 0:37:45I need to know exactly what he is or isn't getting from Admiral
0:37:45 > 0:37:47cos there's been so many different offers
0:37:47 > 0:37:51that he's turned down and they've made... It's all rather confusing.
0:37:51 > 0:37:55So let's give Justin a ring at Admiral...
0:37:55 > 0:37:57and see if he can clarify it.
0:37:59 > 0:38:02'And it goes straight to voice mail - not a great start!
0:38:02 > 0:38:05'However, the message gives me the number of the main switchboard.'
0:38:05 > 0:38:08Hi there. Can I speak to someone in the communications team, please?
0:38:08 > 0:38:10'The receptionist puts me through.'
0:38:10 > 0:38:13I'll tell you what it is. I need to clarify
0:38:13 > 0:38:17how much money is being paid out to a Mr Des Denniston.
0:38:17 > 0:38:19He's well aware of the gentleman,
0:38:19 > 0:38:21but I'm slightly confused with the amounts because I know
0:38:21 > 0:38:25some cheques have been issued and returned and some haven't.
0:38:25 > 0:38:28Would anyone else be able to tell me, or is it only Justin?
0:38:28 > 0:38:31'The man I'm speaking to doesn't want his voice broadcast.
0:38:31 > 0:38:33'He's a colleague of Justin's
0:38:33 > 0:38:37'and says that the matter needs to be dealt with by Justin himself.'
0:38:37 > 0:38:40The only thing is, I am really up against it at the moment
0:38:40 > 0:38:42cos I've come to Warrington to meet Des Denniston
0:38:42 > 0:38:44and tell him the amounts.
0:38:44 > 0:38:48And it's got a little bit confusing with what is actually being offered.
0:38:48 > 0:38:52'He assures me he will try and get a message to him straightaway.
0:38:52 > 0:38:55'He takes my mobile number and I await the call.
0:38:55 > 0:38:57'Let's hope it's sooner rather than later, though!'
0:38:59 > 0:39:01Bye-bye.
0:39:02 > 0:39:04Isn't it typical? The day
0:39:04 > 0:39:08you really need to speak to someone urgently, they're in meetings!
0:39:08 > 0:39:10Justin came through for us
0:39:10 > 0:39:14and confirmed all the amounts, so we now have a definite offer.
0:39:14 > 0:39:16Well, I've come to Warrington to meet Des
0:39:16 > 0:39:19and it's started to rain, as you can tell by my coat.
0:39:19 > 0:39:21I tell you what, I don't need to look at any house numbers
0:39:21 > 0:39:23cos I recognise that car!
0:39:23 > 0:39:27'Des has stood his ground in this battle with Admiral.
0:39:27 > 0:39:28'I admire him for that,
0:39:28 > 0:39:30'so I wonder what he'll make of this offer.'
0:39:30 > 0:39:35- Hiya.- You OK?- Des, nice to meet you, mate.- Nice to meet you. Looks like you brought the rain with you!
0:39:35 > 0:39:37Oh, mate, it's raining cats and dogs!
0:39:40 > 0:39:42As we stand here today,
0:39:42 > 0:39:46what is it that you really think Admiral should be offering you?
0:39:46 > 0:39:51Admiral should be offering me an amount to get my car fixed
0:39:51 > 0:39:56at a chosen garage, ideally, probably, BMW, but the amount...
0:39:56 > 0:39:59I think they should respect the report that Hoopers have done,
0:39:59 > 0:40:03which is independent, then pay me an amount
0:40:03 > 0:40:06for the distress and inconvenience and the out-of-pocket costs
0:40:06 > 0:40:10- that I've incurred as a result of this non-fault accident.- OK.
0:40:10 > 0:40:13At the moment, Admiral have discussed with us, on your behalf,
0:40:13 > 0:40:16the amount that they're prepared to give in the way of compensation.
0:40:16 > 0:40:19The total amount they are actually going to issue you for compensation...
0:40:19 > 0:40:22Now, this is to cover your phone calls, out-of-pocket expenses,
0:40:22 > 0:40:26compensation, everything really, other than the car at the moment,
0:40:26 > 0:40:28OK, 246.
0:40:28 > 0:40:32- Right.- Now, at one point, they offered that to you directly
0:40:32 > 0:40:34and you turned it down, didn't you?
0:40:34 > 0:40:37Yes, they have offered me amounts before, but it wasn't enough,
0:40:37 > 0:40:38so I have turned it down, yeah.
0:40:38 > 0:40:41But at that point, they weren't agreeing to sort your car out.
0:40:41 > 0:40:42That's right, yes.
0:40:42 > 0:40:45Personally, now, I think, as far as the compensation claim goes,
0:40:45 > 0:40:47I don't think you'll get any more.
0:40:47 > 0:40:49I think, no matter how hard you fight that
0:40:49 > 0:40:52and even if you went to the FOS, I doubt you'd get any more than that.
0:40:52 > 0:40:56But the really good news is, they're now also going to issue
0:40:56 > 0:41:01- a cheque for £1,784.39.- Right.
0:41:01 > 0:41:04The full amount to get the car sorted out
0:41:04 > 0:41:05at whatever garage you choose.
0:41:05 > 0:41:08No doubt they'll pay the garage direct if you'd rather do that.
0:41:08 > 0:41:11I think you've had a bit of a result.
0:41:11 > 0:41:17Definitely. That was the point that I couldn't move on from, so, yes.
0:41:17 > 0:41:20- Yeah, I'm happy with that. - You've got what you're entitled,
0:41:20 > 0:41:22which is all you wanted right from the start -
0:41:22 > 0:41:24the full money to get the car up to its proper condition
0:41:24 > 0:41:25that it was in before the accident.
0:41:25 > 0:41:28You've got some money for the out-of-pocket expenses.
0:41:28 > 0:41:30- Can this one be put to bed? - It can, definitely.
0:41:30 > 0:41:33- Are you a happy chappy? - I am a happy chappy, yes!
0:41:33 > 0:41:37I'm a happy chappy! I had a horrible feeling you'd say, "No, Dom, I want a few more quid!"
0:41:37 > 0:41:40You're happy, smiling, laughing, giggling, so we can put it to bed.
0:41:40 > 0:41:43I'll tell them, "Great, send Des a cheque ASAP
0:41:43 > 0:41:46- "before he changes his mind." Is that fair enough?- Yes.
0:41:46 > 0:41:49- Des, good to meet you. - Good to meet you, Dom. Thank you.
0:41:49 > 0:41:51Right, do you want to show me out?
0:41:51 > 0:41:54- You have finished with me now, haven't you?- Yes.
0:41:54 > 0:41:57Yeah, you've done everything that I wanted you to do, so off you go.
0:41:57 > 0:41:59Admiral had this to say.
0:42:05 > 0:42:07When asked about their offer of compensation,
0:42:07 > 0:42:10they responded by explaining this is to...
0:42:18 > 0:42:22It's nice now to know that I can really put this to bed,
0:42:22 > 0:42:25that the whole sorry saga is finished with and that, you know,
0:42:25 > 0:42:28I don't have to deal with Admiral any more and I can get my car
0:42:28 > 0:42:32repaired, so it's really good that I can just move on with things.
0:42:32 > 0:42:35Now, if I had to hazard a guess, I think
0:42:35 > 0:42:39Admiral were slightly of the opinion that maybe Des was being
0:42:39 > 0:42:41a bit too fussy, but at the end of the day,
0:42:41 > 0:42:43all Des wanted was the money to put his car right
0:42:43 > 0:42:45and his out-of-pocket expenses
0:42:45 > 0:42:48and his little bit of compensation for his inconvenience.
0:42:48 > 0:42:52He wanted that put back how it was - pre-accident condition.
0:42:52 > 0:42:54And do you know what? I agree with him!
0:42:54 > 0:42:58I'm really pleased that I've got Dom involved and I would like to say
0:42:58 > 0:43:01thanks to Dom for all his help and his assistance on the matter
0:43:01 > 0:43:04and keeping in touch with me throughout the whole period
0:43:04 > 0:43:06that he's been involved, so thank you, Dom.