0:00:02 > 0:00:06We asked you to tell us who's left you feeling ripped off?
0:00:06 > 0:00:09I think this is very, very, very wrong for what they have done.
0:00:09 > 0:00:13The bank piles charges, upon charges upon charges.
0:00:13 > 0:00:18Legally, it was right. Morally, that's where the question and doubt comes, in my view.
0:00:18 > 0:00:21And you contacted us in your thousands,
0:00:21 > 0:00:28by post, e-mail, even stopping us in the streets and the message could not be clearer.
0:00:28 > 0:00:32- You don't always get a straight answer. They try and fob you off. - I'm not happy with them at all.
0:00:32 > 0:00:36There's always that very small print that's got the clause in that you didn't realise.
0:00:36 > 0:00:38We're being ripped off, big-time
0:00:38 > 0:00:41Whether it's a deliberate rip-off, a simple mistake,
0:00:41 > 0:00:43or a catch in the small print,
0:00:43 > 0:00:48we'll find out why you're out-of-pocket and what you can do about it.
0:00:48 > 0:00:51Keep asking the questions, go to the top if you have to.
0:00:51 > 0:00:55We do get results, that's the interesting thing.
0:00:55 > 0:00:58Your stories, your money. This is Rip-Off Britain.
0:01:01 > 0:01:04Hello and welcome to Rip-Off Britain,
0:01:04 > 0:01:07the show that investigate your consumer troubles
0:01:07 > 0:01:11and then battles really hard on your behalf to try and get them resolved.
0:01:11 > 0:01:15You know, your letters and e-mails have given us all plenty to get our teeth into.
0:01:15 > 0:01:19So, as well as holding to account the companies, big and small, who've already let you down,
0:01:19 > 0:01:23we'll have invaluable advice to stop you being ripped off in the future.
0:01:25 > 0:01:29Coming up, more situations where you say the way you're been treated is completely unfair.
0:01:30 > 0:01:34Like the residents getting parking fines for driving into their own homes.
0:01:34 > 0:01:37My car is clocked by their camera
0:01:37 > 0:01:40and because I don't then buy a ticket for the car park,
0:01:40 > 0:01:44they send me a £60 fine, which quickly goes up to a £100 fine.
0:01:44 > 0:01:47Should you pay more for your car insurance, just because you're unemployed?
0:01:47 > 0:01:49I've got over nine years no claims,
0:01:49 > 0:01:54I've not had an accident in over ten years. It was just the fact I was unemployed.
0:01:56 > 0:02:00And face-to-face advice at the Rip-Off Britain pop-up shop.
0:02:03 > 0:02:07Where do you go if you want to sell your car and get a fair price for it?
0:02:07 > 0:02:09You could go to a garage, of course,
0:02:09 > 0:02:11but these days many of you are turning to the growing number
0:02:11 > 0:02:16of firms springing up online, offering to do all the legwork for you.
0:02:16 > 0:02:19Some of them say that, as well as getting you the best price,
0:02:19 > 0:02:21they'll even come and collect your car from your house.
0:02:26 > 0:02:28Sean Thomas is a big car fan
0:02:28 > 0:02:32and he was particularly thrilled with his latest purchase.
0:02:33 > 0:02:37I've had my wife and daughter in it, I felt like their chauffeur.
0:02:37 > 0:02:38All I needed was a peaked cap.
0:02:38 > 0:02:45People would look at it and I was proud because I was driving a '05 plate BMW.
0:02:45 > 0:02:47To me, it was a bargain.
0:02:47 > 0:02:51But his dream didn't last long. Just a few months down the line,
0:02:51 > 0:02:55with money increasingly tight, and a family to support,
0:02:55 > 0:02:59Sean decided he had no option but to sell his pride and joy.
0:02:59 > 0:03:03I was gutted. My daughter was upset, my wife was upset
0:03:03 > 0:03:08but, at the end of the day, priority means must.
0:03:08 > 0:03:12Sean tried to sell his car privately but with no luck.
0:03:12 > 0:03:16So he turned to the Internet instead where he found a company
0:03:16 > 0:03:21that promised selling it would be, "a pleasant and stress-free experience".
0:03:21 > 0:03:23That company was ByeBuyCar.com.
0:03:23 > 0:03:26The Wokingham-based firm - not to be confused with others
0:03:26 > 0:03:30with similar names - even offered to collect the car.
0:03:30 > 0:03:36Sean was promised £3,700 for it but when a man from ByeBuyCar.com
0:03:36 > 0:03:38came to pick it up, the price dropped.
0:03:38 > 0:03:42He knocked me down to 3,500
0:03:42 > 0:03:45because he said it cost £400 to get the new tyres and wheels done
0:03:45 > 0:03:48and a bit of spraying done. So, I agreed to that price
0:03:48 > 0:03:51and the deal was done.
0:03:51 > 0:03:55ByeBuyCar.com promised to pay him within a few days
0:03:55 > 0:04:00but after five days, and with no sign of any money, Sean rang the company.
0:04:00 > 0:04:03He was told they had had problems with his bank details
0:04:03 > 0:04:06and the payment would go through shortly.
0:04:06 > 0:04:10But, it didn't. When he called them again several days later,
0:04:10 > 0:04:14he got a recorded message saying the company was no longer trading.
0:04:14 > 0:04:19I was really, really frustrated and really angry with myself,
0:04:19 > 0:04:23knowing that I had been suckered into something.
0:04:23 > 0:04:28So Sean was not only owed several thousand pounds
0:04:28 > 0:04:31but there was no sign of getting his car back, either.
0:04:31 > 0:04:34He's not the only customer who's had problems with ByeBuyCar.com.
0:04:34 > 0:04:40The same thing happened to Adrian when ill-health meant he too was looking to sell his car.
0:04:40 > 0:04:43I'm now on long-term sick leave from my work
0:04:43 > 0:04:48and I have quite a few limitations as to what I can and can't do,
0:04:48 > 0:04:52be it walking, lifting and certainly driving.
0:04:52 > 0:04:57I had essentially a brand-new car sitting on the drive doing nothing.
0:04:57 > 0:05:00Erm, and obviously still costing money.
0:05:02 > 0:05:05So we made the decision to sell the car.
0:05:05 > 0:05:08After having no joy selling it privately,
0:05:08 > 0:05:12Adrian decided to try his luck online with ByeBuyCar.com.
0:05:12 > 0:05:15A salesman from the company came around,
0:05:15 > 0:05:19gave Adrian's car the once-over and promised that once it had been collected,
0:05:19 > 0:05:24he'd be paid £3,875.
0:05:24 > 0:05:27They took the car away and I got an e-mail to confirm
0:05:27 > 0:05:31that I would receive payment within three to five working days.
0:05:31 > 0:05:33But there was no sign of the cash he was owed
0:05:33 > 0:05:37and when he rang the company, he got the same shock as Sean.
0:05:37 > 0:05:41The company had gone out of business, taking his car with it.
0:05:41 > 0:05:43I was just gutted.
0:05:43 > 0:05:49I just didn't know what to feel, it was a mixture of anger and upset.
0:05:49 > 0:05:54And, I just felt like I had been conned and...
0:05:54 > 0:05:56sick, very sick.
0:05:58 > 0:06:02Adrian had been left nearly £4,000 out of pocket.
0:06:02 > 0:06:05John McIlroy, from What Car, says selling a car online
0:06:05 > 0:06:09is an area where you need to choose your company carefully.
0:06:09 > 0:06:14The Sale Of Goods Act will protect you when it comes to buying a car from a dealer
0:06:14 > 0:06:17but when it comes to selling, there's more of a grey area.
0:06:17 > 0:06:21Some of the online buyers do offer a site where you can take your car.
0:06:21 > 0:06:23It's a physical presence, which is a good thing.
0:06:23 > 0:06:27Others will promise that the valuation guys
0:06:27 > 0:06:30will wait with you while the funds are being cleared in your account.
0:06:30 > 0:06:34We'd strongly recommend that you use one of those buyers.
0:06:35 > 0:06:40Meanwhile, with no sign of the money he was owed for the BMW he had sold to ByeBuyCar.com,
0:06:40 > 0:06:44Sean Thomas decided to do some detective work.
0:06:44 > 0:06:48He'd been told that the company usually sold vehicles onto the trade
0:06:48 > 0:06:55so he went online to look for his car and soon found something very familiar.
0:06:55 > 0:06:58I went onto local websites and, believe it or not,
0:06:58 > 0:07:04I found my car at a garage near them, looking...
0:07:04 > 0:07:08Basically, upset me because it was looking like brand, spanking new.
0:07:08 > 0:07:12The wheels had all been buffed up, had a bit of paint work done to it.
0:07:12 > 0:07:15A nice shiny, gleaming car and the price choked me,
0:07:15 > 0:07:19it was near enough double to what I'd sold it for.
0:07:19 > 0:07:21Pretty upsetting.
0:07:21 > 0:07:25The garage advertising Sean's car offered to contact ByeBuyCar.com
0:07:25 > 0:07:29on his behalf and he then had a call from a man
0:07:29 > 0:07:32claiming to be a director of the online car company.
0:07:33 > 0:07:39I was basically telling them I wanted the car back, or the funds put into my account.
0:07:39 > 0:07:44He said he would have to speak to the insolvency team and he would come back to me.
0:07:45 > 0:07:48That seemed to do the trick because later that day,
0:07:48 > 0:07:52more than four weeks after the deal had been done,
0:07:52 > 0:07:56the £3,500 Sean was owed suddenly appeared in his account!
0:07:56 > 0:08:01When I saw the money had gone into the account, basically, I jumped up and yippeed.
0:08:03 > 0:08:06We managed to get in touch with ByeBuyCar.com,
0:08:06 > 0:08:10who say there was no intention to scam or rip off anyone
0:08:10 > 0:08:15and it they were simply a small business that fell victim to the recession.
0:08:15 > 0:08:19ByeBuyCar.com stressed that the price Sean saw his car on sale for
0:08:19 > 0:08:22is down to the garage they'd sold it to
0:08:22 > 0:08:23and nothing to do with them
0:08:23 > 0:08:26and they claim that prior to the two incidents we've heard about,
0:08:26 > 0:08:30they've had many satisfied customers.
0:08:31 > 0:08:35Of course, Adrian isn't one of them but since we filmed with him,
0:08:35 > 0:08:39he's had good news as well. Though his car had been sold on,
0:08:39 > 0:08:42because he'd never received the money from the original sale,
0:08:42 > 0:08:46the police impounded the car and returned it to him.
0:08:46 > 0:08:51If he tries to sell it again, it's unlikely he'll be doing that online!
0:08:55 > 0:08:56Next, parking fines.
0:08:56 > 0:09:00I know they're one of your biggest bugbears, I can see you going "Argh!"
0:09:00 > 0:09:03Especially, when the charge you're being asked to pay
0:09:03 > 0:09:06just doesn't seem fair. Here's a classic example of that.
0:09:06 > 0:09:09People who genuinely didn't park anywhere they shouldn't,
0:09:09 > 0:09:12but still got tickets totalling thousands of pounds
0:09:12 > 0:09:15and, indeed, are even being chased by debt collectors,
0:09:15 > 0:09:20when all they've done is drive perfectly legitimately to their own homes.
0:09:24 > 0:09:27Hannah McCabe has a funny feeling she's being watched.
0:09:29 > 0:09:34Every day she has a sensation that someone, somewhere knows exactly what she's doing.
0:09:34 > 0:09:37They watch me when I'm coming into my flat, they watch me
0:09:37 > 0:09:40when I leave my flat, 24 hours a day.
0:09:40 > 0:09:45Musician Hannah lives in the flat above a shop on the high Street in Chawton in Manchester
0:09:45 > 0:09:48and her only access to her property is through the back.
0:09:48 > 0:09:52I have to go past them every time I leave the flat.
0:09:52 > 0:09:54It's quite frustrating.
0:09:54 > 0:09:56What is it she's so angry about?
0:09:56 > 0:09:58These!
0:10:03 > 0:10:08ANPR cameras are automatic number plate recognition cameras
0:10:08 > 0:10:11which are positioned right outside her house.
0:10:11 > 0:10:13They service the local precinct car park
0:10:13 > 0:10:18and are operated by Excel Parking, which is a private parking company.
0:10:18 > 0:10:21Only, they don't just photograph the cars in the car park.
0:10:23 > 0:10:28When I drive in through the road that goes towards the car park, my car is clocked by their camera.
0:10:28 > 0:10:32Because I don't buy a ticket for the car park, because I'm coming into my own house,
0:10:32 > 0:10:35that sends a message to their computers and they send me a £60 fine,
0:10:35 > 0:10:37which quickly goes up to a £100 fine.
0:10:37 > 0:10:42The problem is, the cameras cannot differentiate between the cars
0:10:42 > 0:10:46coming in to park and those which are just driving through.
0:10:46 > 0:10:48As a result, Hannah says she and her flatmate,
0:10:48 > 0:10:52and indeed all of their visitors, have managed between them
0:10:52 > 0:10:58to rack up more than 50 tickets, which comes to more than £5,000 in fines.
0:10:58 > 0:11:02Hannah hasn't paid a penny because, as far as she's concerned,
0:11:02 > 0:11:06there's simply no other way for her to get to her own driveway.
0:11:06 > 0:11:08The letters are quite aggressive.
0:11:08 > 0:11:10My policy has always been to reply once politely
0:11:10 > 0:11:13when I know I'm in the right and they've made a mistake
0:11:13 > 0:11:16and then ignore any future correspondence that they send me.
0:11:16 > 0:11:19But, it's different if you live here, because you feel responsible
0:11:19 > 0:11:22for friends, family who come to visit who get tickets.
0:11:27 > 0:11:30Her friend and fellow musician, Onya, has had two tickets.
0:11:30 > 0:11:34The company waived the first fine that she disputed
0:11:34 > 0:11:36but they've not been so accommodating with the second one.
0:11:36 > 0:11:40I sent exactly the same e-mail to explain that I was parked in a private driveway.
0:11:40 > 0:11:42They refused to waive that one.
0:11:42 > 0:11:46Now in my second e-mail, I actually provided them with a photograph of my car parked on the driveway.
0:11:49 > 0:11:52The car's registered to my dad
0:11:52 > 0:11:55and he's been chased by debt collectors for the fine,
0:11:55 > 0:11:59which is now £100. He gets text messages and phone calls from them, literally every day.
0:11:59 > 0:12:03Hannah contacted Excel with her registration number
0:12:03 > 0:12:06and for six months the letters and charges stopped.
0:12:06 > 0:12:10When she got a new car, they started piling up all over again.
0:12:10 > 0:12:13Within the first two months of having a new car,
0:12:13 > 0:12:16we had about five or six tickets at least.
0:12:16 > 0:12:19Excel Parking are taking a hard line on this.
0:12:22 > 0:12:24They dispute Hannah's version of events,
0:12:24 > 0:12:28particularly with regard to the number of tickets they've issued
0:12:28 > 0:12:32and point out that they have cancelled many of the charge notices on appeal.
0:12:32 > 0:12:35In any case, they stress, they are the rightful occupier
0:12:35 > 0:12:40and there's no right of way across the car park to any adjacent premises,
0:12:40 > 0:12:44with signs making it very clear that it's private property.
0:12:44 > 0:12:47They say they've been totally reasonable with the residents,
0:12:47 > 0:12:50allowing them to register their vehicles
0:12:50 > 0:12:53so they can be exempted from the system and investing in additional technology
0:12:53 > 0:12:57so that they can filter those vehicles out.
0:12:57 > 0:13:03They also say, it's impossible for them to identify vehicles which are not registered at these addresses,
0:13:03 > 0:13:08or indeed, keep up with the changing tenants, if they're not informed.
0:13:08 > 0:13:12They totally refute any suggestion that their letters are aggressive
0:13:12 > 0:13:17and stress they comply with all the requirements of the British Parking Association.
0:13:20 > 0:13:27Since we filmed with them, Onya's dad has not received any more visits from debt collectors
0:13:27 > 0:13:32and Hannah's moved out of her flat, well away from the watchful eye of the cameras.
0:13:38 > 0:13:42Morning everybody, I'm very impressed that you turned up early, so you're first in line.
0:13:45 > 0:13:49For one weekend only, we opened a pop-up shop in Manchester.
0:13:49 > 0:13:52We had a team of experts on hand to offer consumer advice
0:13:52 > 0:13:56and to try and solve your problems, in person, right away.
0:13:57 > 0:14:01Without a doubt, you are in the right. Make sure you stand up for yourselves
0:14:01 > 0:14:05and make sure that they do give you a full refund of everything.
0:14:05 > 0:14:08One of the busiest parts of the shop was our special gripe box,
0:14:08 > 0:14:12a place to really get things off your chest
0:14:12 > 0:14:17and problems to do with where you live were high on your list of grievances.
0:14:17 > 0:14:21I'm going to complain about maintenance charges in blocks of flats.
0:14:21 > 0:14:25And now they're taking my conservatory down because it's falling down.
0:14:25 > 0:14:30The council tax that we pay each year, obviously, seems to be increasing yearly.
0:14:30 > 0:14:34We can't afford to put a deposit down on the house.
0:14:34 > 0:14:37Also in the firing line were banks.
0:14:37 > 0:14:42A mistake by his bank had left Ron feeling confused about
0:14:42 > 0:14:45what to do next but, luckily, financial expert Sarah Pennells
0:14:45 > 0:14:48was able to offer some much-needed advice.
0:14:50 > 0:14:51You've been with Sarah quite a long time,
0:14:51 > 0:14:56you've a mountain of paperwork in front of you, what was your problem?
0:14:56 > 0:15:00The problem was I had tried to transfer my account from one bank to another
0:15:00 > 0:15:06and it took ages. There were mistakes made and it never actually got transferred.
0:15:06 > 0:15:08What happened because the money wasn't transferred?
0:15:08 > 0:15:12Because the money wasn't transferred, they transferred the direct debits
0:15:12 > 0:15:14and started to pay them.
0:15:14 > 0:15:17- With no money in the bank? - With no money in the account.
0:15:17 > 0:15:21- What has this done to your credit rating?- It destroyed it, completely.
0:15:21 > 0:15:25What have you been able to do, Sarah? What help have you been able to give?
0:15:25 > 0:15:28I can understand why Ron's been so frustrated.
0:15:28 > 0:15:30It's something that should have been so simple
0:15:30 > 0:15:32and it just went completely wrong.
0:15:32 > 0:15:35What we have been able to find out is that there was a reason
0:15:35 > 0:15:38why he wasn't able to open a bank account, or get credit cards after,
0:15:38 > 0:15:42because the payments that went from his empty account, essentially,
0:15:42 > 0:15:46showing up on his credit file as being late payments.
0:15:46 > 0:15:49It might be worth him putting in a notice of correction.
0:15:49 > 0:15:53This is basically a short 200-word statement that explains why you dispute the fact
0:15:53 > 0:15:57that the credit rating company says you owe money.
0:15:57 > 0:16:00By law, a lender has to read this information
0:16:00 > 0:16:03before it reads the rest of your file and it at least puts it into context.
0:16:03 > 0:16:07We know that it's money that you didn't owe, but they wouldn't know that.
0:16:07 > 0:16:10I think you should get your credit file, first of all,
0:16:10 > 0:16:13apply for that joint account that you said you want with your son
0:16:13 > 0:16:15and apply for a credit card.
0:16:15 > 0:16:19Don't do it on the same day because they might think there's something funny going on!
0:16:20 > 0:16:24So another satisfied customer and we'll be opening up
0:16:24 > 0:16:26our pop-up shop again one weekend this coming June.
0:16:26 > 0:16:30For the latest information, keep checking our website..
0:16:42 > 0:16:45Living in the heart of the Peak District, having a car is vital
0:16:45 > 0:16:50for Martin Stores and, recently, more so than ever.
0:16:50 > 0:16:5512 months ago he lost his job and his car has been crucial to help look for another.
0:16:56 > 0:17:00The car's very important. I need it to pick my daughter up, she lives eight miles away.
0:17:00 > 0:17:04I need it to go to the job centre, which is 13 miles away.
0:17:04 > 0:17:06The nearest town is eight miles away,
0:17:06 > 0:17:10it's quite rural around here, there's no shops.
0:17:10 > 0:17:11No big shops, anyway.
0:17:14 > 0:17:17Last June, when Martin needed to renew his car insurance,
0:17:17 > 0:17:23he called Endsleigh, to take them up on the renewal quote they'd sent for his fully comprehensive policy.
0:17:23 > 0:17:28He was asked a few questions, including his current employment status.
0:17:28 > 0:17:31And, then, came the bombshell.
0:17:31 > 0:17:33I said I was unemployed at the moment
0:17:33 > 0:17:37and they said they would have to recalculate the premium.
0:17:39 > 0:17:41They went away for a minute and it came back
0:17:41 > 0:17:45over £200 more than it would have been if I had been employed.
0:17:45 > 0:17:48I was completely...
0:17:48 > 0:17:50I was astounded by it.
0:17:50 > 0:17:52Erm, I asked why,
0:17:52 > 0:17:56and they said it was something to do with their underwriters.
0:17:56 > 0:17:57That was it.
0:17:59 > 0:18:03The actual quote for Martin's 1.3 litre car had gone up
0:18:03 > 0:18:05from just over £350
0:18:05 > 0:18:10to £565 - that's a 62% increase.
0:18:10 > 0:18:12The former IT manager says,
0:18:12 > 0:18:16it can't be down to his performance behind the wheel.
0:18:16 > 0:18:20Well, I've got over nine years no claims.
0:18:20 > 0:18:23I've not had an accident in over ten years.
0:18:23 > 0:18:25I don't drive like an idiot, I'm not a boy racer.
0:18:25 > 0:18:27I haven't got a boy racer's car.
0:18:27 > 0:18:30It was just the fact that I was unemployed.
0:18:30 > 0:18:34Martin decided to try elsewhere, but was shocked to find
0:18:34 > 0:18:37that he got the same response from other companies
0:18:37 > 0:18:39when he tried to get quotes.
0:18:40 > 0:18:44I found a lot of companies won't insure unemployed drivers.
0:18:44 > 0:18:50I rang them up, asked them why and they said it was because they don't insure unemployed people.
0:18:50 > 0:18:55One was a famous supermarket chain, they just won't insure you if you are unemployed,
0:18:55 > 0:19:00which made me a bit mad because I buy my shopping there, why can't I buy my insurance there?
0:19:02 > 0:19:07Very frustrated, Martin decided to see how Endsleigh's instant online quotes
0:19:07 > 0:19:11compared with what he'd been offered over the phone.
0:19:11 > 0:19:14First, he tried applying as an unemployed driver
0:19:14 > 0:19:17and was quoted a hefty £945 for the year -
0:19:17 > 0:19:21that's £400 higher than his renewal quote.
0:19:22 > 0:19:26But what would they have charged if he'd been working?
0:19:26 > 0:19:30Well, let's see... As Martin keys in his previous employment details.
0:19:34 > 0:19:38The quote now is £380.05, which is ridiculous.
0:19:38 > 0:19:41It's £600 less if I'm employed,
0:19:41 > 0:19:44than it was when I was unemployed. I'm astounded.
0:19:45 > 0:19:49It makes me feel victimised, or discriminated against,
0:19:49 > 0:19:51that I'm unemployed.
0:19:51 > 0:19:57Martin couldn't understand why not having a job made such a difference to his car insurance.
0:19:57 > 0:20:01But, searching online for answers, he found various possible explanations
0:20:01 > 0:20:05from drivers who'd been in similar situations.
0:20:05 > 0:20:09One of the reasons that they gave was that unemployed people
0:20:09 > 0:20:13have more time on their hands, they need to travel more to interviews
0:20:13 > 0:20:15and another reason was because if you're unemployed,
0:20:15 > 0:20:20you're more likely to make a false claim to get more money.
0:20:20 > 0:20:22It makes you feel like you're a criminal.
0:20:22 > 0:20:27Insurance industry insiders say many factors can work against the unemployed.
0:20:27 > 0:20:30Perhaps they don't have the funds to maintain the vehicle in the same standard
0:20:30 > 0:20:32as someone that is employed.
0:20:32 > 0:20:35The new tyres, the new brakes, perhaps their credit rating
0:20:35 > 0:20:37isn't as good as someone that is employed.
0:20:37 > 0:20:40As anyone who has ever had a bank loan knows, credit rating,
0:20:40 > 0:20:44the better it is, the better the deal you get from your bank.
0:20:44 > 0:20:48They are rating factors that are considered by the insurance company.
0:20:48 > 0:20:53We asked Endsleigh why Martin's job status should affect his premiums.
0:20:53 > 0:20:56And they said that though they work with a range of insurers
0:20:56 > 0:21:00to deliver competitive premiums, they're just the intermediary
0:21:00 > 0:21:03and don't set the rates.
0:21:03 > 0:21:08And, while they take equality very seriously, they say certain groups,
0:21:08 > 0:21:12such as the unemployed, offer an increased risk, statistically.
0:21:12 > 0:21:16And, this can be reflected by some insurers in higher rates.
0:21:16 > 0:21:19They said they're very happy to speak to Martin,
0:21:19 > 0:21:22or anyone else in the same boat to offer direct advice.
0:21:23 > 0:21:25But they're too late.
0:21:25 > 0:21:30The only way he could find an affordable premium, and keep his car on the road,
0:21:30 > 0:21:35was to agree to a £400 excess with a different insurer.
0:21:36 > 0:21:40Since we filmed with Martin, the future is looking a bit brighter.
0:21:40 > 0:21:45He's now got a part-time job, so hopes that next time he comes to renew his car insurance
0:21:45 > 0:21:50his premiums will go down, instead of up.
0:21:54 > 0:21:57Now we're all finding more and more charity bags
0:21:57 > 0:22:02pushed through our letterboxes asking us to fill them with our unwanted items.
0:22:02 > 0:22:05On the face of it, a perfect excuse to clear out those cupboards
0:22:05 > 0:22:08and help a good cause at the same time.
0:22:08 > 0:22:11But, do you really know where your donations end up?
0:22:11 > 0:22:14Because, not all these bags are quite what they seem.
0:22:14 > 0:22:17In fact, doing what you think is a good deed,
0:22:17 > 0:22:21could end up having an adverse effect on your local charity shops.
0:22:26 > 0:22:29With so many collection bags arriving through our letterboxes,
0:22:29 > 0:22:33it seems charity really does begin at home.
0:22:33 > 0:22:36But according to one of the country's best-known charities,
0:22:36 > 0:22:39only a third of the items we put into these bags
0:22:39 > 0:22:43will actually end up for sale in charity shops.
0:22:45 > 0:22:48The price of rag is the highest it's been
0:22:48 > 0:22:51in my ten years of service with the British Heart Foundation
0:22:51 > 0:22:55and that, obviously, encourages more commercial collecting companies to set up.
0:22:55 > 0:22:58The glut of commercial collectors, at the moment,
0:22:58 > 0:23:01has made it incredibly hard for us to get the stock we so desperately need.
0:23:01 > 0:23:04It's not the competition worrying the British Heart Foundation -
0:23:04 > 0:23:07they say most people don't realise
0:23:07 > 0:23:11that when charities do deals with private companies to collect bags, on their behalf,
0:23:11 > 0:23:18those companies are able to sell on the goods themselves and pocket most of the proceeds.
0:23:18 > 0:23:21The items that the commercial collectors are collecting in,
0:23:21 > 0:23:24are re-sorted and sold on to Third World countries.
0:23:24 > 0:23:27The money that then goes back, sometimes it's as little as 5%
0:23:27 > 0:23:30that goes across to the original charity.
0:23:32 > 0:23:35The British Heart Foundation employs its own drivers like Joe
0:23:35 > 0:23:38to pick up donated goods, but, after ten years in the job,
0:23:38 > 0:23:42he's noticed doorstep donations drop dramatically.
0:23:43 > 0:23:47I'll drive around the housing estates and there's just less and less doorstep donations.
0:23:47 > 0:23:50The householders don't know what they are doing.
0:23:58 > 0:24:01The charity claims that two thirds of the bags, dropped through our doors,
0:24:01 > 0:24:04are delivered by commercial companies
0:24:04 > 0:24:08and while many of those are working with charities, a growing problem
0:24:08 > 0:24:11is that some collectors are doing nothing of the kind.
0:24:13 > 0:24:16Over the last two years, we've lost up to
0:24:16 > 0:24:20£4.6 million in bags that haven't been given to us.
0:24:20 > 0:24:23There is a huge difference between the commercial collectors
0:24:23 > 0:24:25who are giving a small percentage to charities,
0:24:25 > 0:24:28but there's also a lot of bogus collectors out there
0:24:28 > 0:24:30who are giving absolutely nothing to charities.
0:24:30 > 0:24:34And that's why, in Ipswich, another charity, Mind,
0:24:34 > 0:24:37has stopped delivering bags altogether.
0:24:37 > 0:24:40It has become increasingly hard to find an area that hasn't been
0:24:40 > 0:24:43blanket dropped by these massive companies.
0:24:43 > 0:24:48I think it's vital that these private companies are regulated in some way
0:24:48 > 0:24:53so that they show exactly how much profit they are making
0:24:53 > 0:24:58from these charitable organisations so it gives the public an informed choice
0:24:58 > 0:25:00about whether they should support these people or not
0:25:00 > 0:25:03or whether they can support the charities in a different way
0:25:03 > 0:25:05that could actually make a real difference.
0:25:05 > 0:25:08In a British Heart Foundation survey,
0:25:08 > 0:25:1365% of the people asked weren't aware that these commercial companies exist
0:25:13 > 0:25:19and wrongly assumed that all profits made from their donated bags were going to the charity.
0:25:19 > 0:25:23- Hello, did you want that one? - Please.- No problem at all.
0:25:23 > 0:25:27So Gill and Louise are determined to get the message out.
0:25:27 > 0:25:30I think that people would be absolutely horrified
0:25:30 > 0:25:34if they realised what a small percentage was going back to the charity
0:25:34 > 0:25:37and how much profit these corporates were making
0:25:37 > 0:25:42on the back of what would appear to be a very charitable gesture.
0:25:42 > 0:25:46My advice to the general public is, if they're putting their stock into a bag,
0:25:46 > 0:25:48really read the detail on the bag.
0:25:48 > 0:25:52Check with the local shops, check with the charities of their choice
0:25:52 > 0:25:56but the best and most guaranteed way to get your stock
0:25:56 > 0:25:59into your local charity is take it to the shop.
0:26:01 > 0:26:06Here at Rip-Off Britain, we're always ready to investigate more of your stories.
0:26:06 > 0:26:09Confused over your bills?
0:26:09 > 0:26:14Trying to wade your way through never-ending small print that leaves you totally confused?
0:26:14 > 0:26:19I might have been stupid for not reading it, or I read it, and not took it in.
0:26:19 > 0:26:21I could kick myself. I really could.
0:26:21 > 0:26:24Unsure what to do when you discover you've lost out
0:26:24 > 0:26:28and that great deal has ended up costing you money?
0:26:28 > 0:26:31I thought, this cannot be true. It's totally unacceptable.
0:26:31 > 0:26:33I was so angry.
0:26:33 > 0:26:37Don't forget you can always write to us at...
0:26:46 > 0:26:47Or you can send us an e-mail to...
0:26:53 > 0:26:58Don't forget, the Rip-Off team is ready and waiting to investigate your stories.
0:26:59 > 0:27:03I'm afraid that's all we've got time for in this edition of Rip-Off Britain
0:27:03 > 0:27:07but I do hope that after joining us, you are going to be that little bit wiser about the things
0:27:07 > 0:27:12that you can do to avoid being taken advantage of and losing out, as a result.
0:27:12 > 0:27:16Whether it's pounds or pennies, there's nothing worse than knowing you've had a raw deal.
0:27:16 > 0:27:19Keep your stories coming and we'll do our best to see if we can put things right.
0:27:19 > 0:27:23We'd certainly like to live up to that reputation so if you feel like you've been had,
0:27:23 > 0:27:27left short-changed or are out of pocket, then I hope you get in touch.
0:27:27 > 0:27:31We'll see you again here very soon to tackle more of your rip-offs.
0:27:31 > 0:27:33Until then, thank you for your company and, from us bye-bye.
0:27:33 > 0:27:35- Bye.- Bye.
0:27:56 > 0:27:59Subtitles by Red Bee Media Ltd