0:00:02 > 0:00:06'We 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 of doubt comes in my view.
0:00:18 > 0:00:21'And you contacted us in your thousands
0:00:21 > 0:00:28'by post, email, even stopping us in the streets. And the message couldn't be clearer.'
0:00:28 > 0:00:32- You don't get a straight answer, they try and fob you off. - I'm not happy at all.
0:00:32 > 0:00:38- There's always that small print with the clause that you didn't realise. - We're being ripped off big time.
0:00:38 > 0:00:40'Whether it's a deliberate rip off,
0:00:40 > 0:00:43'a simple mistake or a catch in the small print,
0:00:43 > 0:00:48'we'll find out why you're out of pocket and, indeed, 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 > 0:00:54We do get results. That's the interesting thing.
0:00:54 > 0:00:58'Your stories, your money. This is Rip-Off Britain.'
0:01:00 > 0:01:03Hello and welcome to Rip-Off Britain,
0:01:03 > 0:01:07the series that takes on the companies and the consumer problems that you've told us about
0:01:07 > 0:01:10and then investigates the rip offs.
0:01:10 > 0:01:14Many of you feel bamboozled by confusing price structures,
0:01:14 > 0:01:16small print and slick sales talk,
0:01:16 > 0:01:22but it's often the everyday things that really get your goat and end up costing you the most.
0:01:22 > 0:01:25You're so right. And this is something you'll identify with,
0:01:25 > 0:01:29because one of the issues we're investigating today is motorway services
0:01:29 > 0:01:32and the price hikes when it comes to buying food and drinks.
0:01:32 > 0:01:35It's an issue we're all aware of, but a trap we still fall into.
0:01:35 > 0:01:39However, the big question is, why do they charge so much more?
0:01:39 > 0:01:42Today we're going to be finding out.
0:01:44 > 0:01:51'Also coming up on today's show, has travelling by rail in Britain become just too expensive?'
0:01:51 > 0:01:55I haven't had a pay rise for two or three years and it's just getting to the point
0:01:55 > 0:01:58where I can't afford to go to work.
0:01:58 > 0:02:02'And when we went on the road and opened up our pop-up shop,
0:02:02 > 0:02:06'you seized the chance to sound off in our specially-built gripe box.'
0:02:06 > 0:02:09What I don't like is when you ring up customer services
0:02:09 > 0:02:13and then none of them's got the right information on the screen
0:02:13 > 0:02:16and you still get nowhere in the end, wasting money on phone bills.
0:02:16 > 0:02:22If you've ever visited a motorway service station which, let's face it, most of us have,
0:02:22 > 0:02:28then the chances are that you've come away feeling that you've paid a high price for stopping off for a snack.
0:02:28 > 0:02:30In fact, a recent survey in What Car? magazine
0:02:30 > 0:02:35found that two thirds of the people asked felt ripped off when they'd been to one
0:02:35 > 0:02:39and a further 25 percent thought that prices were way too high.
0:02:39 > 0:02:42So, highway robbery or just market forces?
0:02:42 > 0:02:47We sent a coach-load of hungry football fans to find out.
0:02:50 > 0:02:55'Britain's motorways apparently used to be THE in place to hang out.
0:02:55 > 0:03:00'Rocks stars, celebrities and the elite headed to these rest stops
0:03:00 > 0:03:03'for the thrill of the open road and a hint of glamour.
0:03:03 > 0:03:06'Nowadays you don't need to be a star to eat at a service station,
0:03:06 > 0:03:10'but it does help if you can earn their money.
0:03:12 > 0:03:18'Today we're joining Michael Clark and 50 other dedicated Macclesfield Town supporters
0:03:18 > 0:03:21'as they travel to an away match in Torquay.'
0:03:21 > 0:03:25THEY SING
0:03:25 > 0:03:29'The 250-mile journey is one of their longest of the season.
0:03:29 > 0:03:33'It's going to take around seven hours and they're going to need a couple of stops
0:03:33 > 0:03:38'so who better to put service station prices to the test on our Rip Off Pit Stop?
0:03:42 > 0:03:47'Our squad have agreed to stop off at the services en route
0:03:47 > 0:03:49'and buy a range of standard items.
0:03:54 > 0:03:57'We'll check these prices against what you'd be charged
0:03:57 > 0:04:02'in a typical high street branch of the same store, just to see how they compare.
0:04:02 > 0:04:05'Michael is collecting the evidence.'
0:04:05 > 0:04:09- Well, John, what did you buy? - I bought a packet of chewing gum.
0:04:09 > 0:04:11- And have you got the receipt? - I have.
0:04:11 > 0:04:14- And what did you pay for that? - It was 79p.
0:04:15 > 0:04:18'That's 79p in WH Smith's,
0:04:18 > 0:04:24'but we found the same item on sale in a high street WH Smith's for 62p.
0:04:24 > 0:04:29- 'That's a difference of 27%!' - ALL: What a rip off!
0:04:29 > 0:04:33'Next up, Dave, who went for something a bit sweeter.'
0:04:33 > 0:04:36I got some Wine Gums and I wasn't very happy with the price.
0:04:36 > 0:04:39- What was the price?- £2.69.
0:04:39 > 0:04:43'So, £2.69 for Wine Gums in WH Smith's.
0:04:43 > 0:04:47'Yet the same item in the high street branch was just £2.42.
0:04:47 > 0:04:50'That's a difference of 11%.'
0:04:50 > 0:04:53Well, my beloved, what did you buy?'
0:04:53 > 0:04:56I had to buy this water because I forgot to bring mine.
0:04:56 > 0:05:01- An absolute rip off. - How much did you pay for it?- £2.09.
0:05:01 > 0:05:04'£2.09. But we found the same bottle
0:05:04 > 0:05:09'in WH Smith's on the high street for exactly £1!
0:05:09 > 0:05:12'A difference of 109%.
0:05:12 > 0:05:15'Premier league prices so far!
0:05:16 > 0:05:21'A recent survey by What Car? magazine found that Burger King charge on average
0:05:21 > 0:05:26'12% more at a service station than they would for the same product on the high street.
0:05:26 > 0:05:33- 'And M&S were charging 25% more on the motorway for some items.' - ALL: How much?
0:05:33 > 0:05:37Whenever we go on long journeys, we do always bring our own food
0:05:37 > 0:05:40with snacks and everything, but you can't bring hot drinks.
0:05:40 > 0:05:46We've just had two teas and that was £4.48. For two teas.
0:05:46 > 0:05:51'You can buy a big box of PG Tips for £2.25.
0:05:51 > 0:05:53270 tea bags.
0:05:53 > 0:05:57- So how do they get the price for them? It's disgusting, isn't it? - Yeah.
0:05:59 > 0:06:02'And it's not just food and drink that are top of the table.
0:06:02 > 0:06:05'The What Car? survey found that, on average,
0:06:05 > 0:06:09'petrol was 7.4% higher on the motorway.
0:06:12 > 0:06:16'On to the next services where our test continues.'
0:06:16 > 0:06:22- John, what did you buy today? - Well, Michael, I bought one of these energy drinks for £2.29,
0:06:22 > 0:06:26which I think, for one drink, is absolutely scandalous.
0:06:26 > 0:06:30'£2.29 for an energy drink from Waitrose
0:06:30 > 0:06:33'which on the high street we found at £1.45.
0:06:33 > 0:06:36'That's a difference of 58%.'
0:06:36 > 0:06:39- I was naughty and went and had a burger meal. - How much was the burger meal?
0:06:39 > 0:06:43- £5.09.- £5.09?
0:06:43 > 0:06:48'£5.09 for a meal from Burger King
0:06:48 > 0:06:51'which on the high street was £3.49.
0:06:51 > 0:06:54'That's a difference of 46%.
0:06:57 > 0:07:00'What Car? journalist Will Nightingale says their survey found
0:07:00 > 0:07:03'service station prices were often offside.'
0:07:03 > 0:07:09Motorway service stations point out that a service station is expensive to build, about £25 million,
0:07:09 > 0:07:11and they have to claw this money back somehow.
0:07:11 > 0:07:13That's justification to a certain extent.
0:07:13 > 0:07:17I don't think motorists would mind paying a couple of pence extra
0:07:17 > 0:07:19on a bottle of water or similar.
0:07:19 > 0:07:23But when we're talking about twice the price, that's just ridiculous.
0:07:23 > 0:07:26'We spoke to both Welcome Break and Moto,
0:07:26 > 0:07:29'the owners of the two services that we stopped at,
0:07:29 > 0:07:33'and asked them why prices in their shops were so high.
0:07:33 > 0:07:37'They said they operate under restrictions that don't apply on the high street.
0:07:37 > 0:07:40'For example, they need to be open 24 hours
0:07:40 > 0:07:45'and to offer free facilities, such as toilets, parking and play areas.
0:07:45 > 0:07:48'In fact, Welcome Break said that two thirds of their visitors
0:07:48 > 0:07:51'don't spend any money at all.
0:07:51 > 0:07:56'Both said prices compare favourably with other travel venues, such as airports,
0:07:56 > 0:07:59'that they have regular deals and special offers
0:07:59 > 0:08:04'and that there can be ways of getting things like tea and water more cheaply than in the shops,
0:08:04 > 0:08:07'for example, through vending machines.
0:08:07 > 0:08:13'They also point out that it's the fuel companies who set the petrol prices and not them.
0:08:13 > 0:08:18'And Moto flagged up that their prices are all on the website,
0:08:18 > 0:08:20'which may not be handy when you're on the road.
0:08:20 > 0:08:24'We also spoke to the individual stores themselves.
0:08:24 > 0:08:29'M&S said that the higher prices reflected the fact that these stores are open longer
0:08:29 > 0:08:34'and offer convenience for customers on the move, while Burger King,
0:08:34 > 0:08:39'Waitrose and WH Smith all said their motorway branches were franchises
0:08:39 > 0:08:44'so prices were set either by the franchise owners or the service station operators.
0:08:46 > 0:08:50'It's the end of a long journey for our weary travellers,
0:08:50 > 0:08:53'the charming seaside town of Torquay.'
0:08:53 > 0:08:57Right, let's have your empties, then. Come on. Chop-chop!
0:08:58 > 0:09:02'So what does Michael Clark think of the prices that they've paid along the way?'
0:09:02 > 0:09:07The only thing I find good about service stations, to be honest, are the toilets. They're second to none.
0:09:07 > 0:09:11They're very, very good. But apart from that, unless I was absolutely starving,
0:09:11 > 0:09:15I would not use them because the prices are absolutely horrendous.
0:09:15 > 0:09:19Some shocking price differences revealed there.
0:09:19 > 0:09:23£2.09 for a bottle of water that you can buy on the high street for £1?
0:09:23 > 0:09:26And £4.48 for two cups of tea?
0:09:26 > 0:09:30You can see why so many people take a packed lunch and a flask.
0:09:30 > 0:09:33Now, Britain's railway network used to be the envy of the world,
0:09:33 > 0:09:38but nowadays it seems to make headlines for all the wrong reasons.
0:09:43 > 0:09:45# I hear the train a-coming
0:09:45 > 0:09:51'Images of steam trains take us back to an age of opulence and bustling platforms
0:09:51 > 0:09:54'and the luxury of travel.
0:09:54 > 0:09:58'Britain invented the railways, but the modern rail network faces accusations
0:09:58 > 0:10:03'that it's becoming more profiteering than pioneering.
0:10:03 > 0:10:07'1.4 billion train journeys were made in the UK over the last year.
0:10:07 > 0:10:11'But passengers are becoming increasingly worried about the cost,
0:10:11 > 0:10:18'especially since the Department of Transport announced plans to increase rail fares above inflation in 2012.
0:10:18 > 0:10:25'Quite a blow when rail travellers here already pay 20% more for their journeys than passengers in Europe.'
0:10:25 > 0:10:28- Do you take the train? - I drive if I can.
0:10:28 > 0:10:30Yeah, I would prefer to drive.
0:10:30 > 0:10:33Even with the price of petrol and diesel,
0:10:33 > 0:10:38I still think it's cheaper than taking the train.
0:10:38 > 0:10:42I will be standing for my half an hour journey home now, so I don't even get a seat.
0:10:42 > 0:10:48'One such commuter is Rosie Fluin, who lives in York with her husband and young daughter.
0:10:48 > 0:10:53'Three times a week, she makes the 20-minute train journey into Leeds.'
0:10:53 > 0:10:56I travel to Leeds for work. I commute from York to Leeds
0:10:56 > 0:10:59because I work for Leeds City Council three days a week.
0:10:59 > 0:11:05I prefer to take the train because it's more environmentally friendly, more convenient and quicker.
0:11:05 > 0:11:08It's just more expensive.
0:11:08 > 0:11:14It costs me £14.30 a day, which is £42.90 a week,
0:11:14 > 0:11:17which is nearly the cost of a weekly season ticket.
0:11:17 > 0:11:21'Rosie earns £920 a month at the council,
0:11:21 > 0:11:25'so her rail fare is taking 20 percent of her salary.'
0:11:25 > 0:11:29In January, the train fares will be rising.
0:11:29 > 0:11:34What it's going to mean for me is I may have to stop working,
0:11:34 > 0:11:38or I may have to stop working in Leeds and try and get a job closer to home,
0:11:38 > 0:11:41because I just can't absorb the costs anymore.
0:11:41 > 0:11:44I haven't had a pay rise for two or three years
0:11:44 > 0:11:48and it's just getting to the point where I can't afford to go to work.
0:11:48 > 0:11:53'Rosie doesn't want to move from York as her daughter has started nursery.'
0:11:53 > 0:11:56# Train arrives
0:11:56 > 0:12:00'Plus, it's a good area for schools and her husband works locally.
0:12:00 > 0:12:04'But Rosie says jobs in York are few and far between
0:12:04 > 0:12:08'and for her, Leeds offers better prospects.'
0:12:08 > 0:12:11I go to work cos I want to contribute to the family,
0:12:11 > 0:12:14I want to provide for my family
0:12:14 > 0:12:18and I want to also provide a good example to my daughter.
0:12:18 > 0:12:24I don't want to not work. I want her to see both her parents working and that it's a good thing to do.
0:12:25 > 0:12:29'Rip-Off Britain has arranged for Rosie to meet with her local MP, Hugh Bayley,
0:12:29 > 0:12:33'to see what he thinks about the financial strain of taking the train.'
0:12:33 > 0:12:38It really is a question of whether I can absorb the extra cost.
0:12:38 > 0:12:41I'll seriously have to consider not... Giving up my job.
0:12:41 > 0:12:45I think she's raised important issues and if people's wages aren't rising,
0:12:45 > 0:12:50and many people have found their wages flat-lining for several years,
0:12:50 > 0:12:52and if they're public sector people,
0:12:52 > 0:12:57they're going to flat-line for the next two years, a lot of people will feel the pinch.
0:12:57 > 0:13:01It particularly affects women and part-timers, people like Rosie,
0:13:01 > 0:13:06and I think the government ought to look at bringing in regulations to allow people
0:13:06 > 0:13:11travelling three days a week because they work three days a week to have some kind of a deduction.
0:13:11 > 0:13:15They do it in other countries where you buy a carnet of rail tickets
0:13:15 > 0:13:18which you can use on the days that you travel
0:13:18 > 0:13:21and we could do something similar in Britain.
0:13:21 > 0:13:26'One of the UK's leading commentators on transport matters, Christian Wolmar,
0:13:26 > 0:13:28'thinks there could be another solution.'
0:13:28 > 0:13:31The railways are very crowded at peak times,
0:13:31 > 0:13:35particularly in London and the Southeast and other commuter areas,
0:13:35 > 0:13:39and one of the ideas is to create a kind of third type of fare,
0:13:39 > 0:13:42so we'd get peak fares, off-peak fares
0:13:42 > 0:13:44and then semi-off-peak,
0:13:44 > 0:13:50and that might help things by encouraging the people travelling at the absolute busiest times
0:13:50 > 0:13:53to travel at a slightly less busy time,
0:13:53 > 0:13:56maybe half an hour or an hour later,
0:13:56 > 0:13:58and that could be a workable idea
0:13:58 > 0:14:03as long as it's not used just to extend the peak times
0:14:03 > 0:14:06and make it more expensive for everyone to travel.
0:14:06 > 0:14:10'But for the moment it seems that we're stuck with expensive prices
0:14:10 > 0:14:12'that many just can't afford.
0:14:12 > 0:14:16'The Association of Train-Operating Companies blames rising ticket prices
0:14:16 > 0:14:19'on the fact that the government wants to reduce
0:14:19 > 0:14:22'the amount of taxpayers' money going into the railways,
0:14:22 > 0:14:25'meaning tough decisions on fares have to be made
0:14:25 > 0:14:30'to guarantee ongoing investment in more trains, faster services
0:14:30 > 0:14:32'and better stations.
0:14:32 > 0:14:36'But for rail travellers like Rosie, the question remains.
0:14:36 > 0:14:43'Will spiralling fares mean that they simply won't be able to afford to travel by train any longer?'
0:14:43 > 0:14:49The future, I still don't know. It's a bit up in the air at the moment. I'll have to see what happens.
0:14:52 > 0:14:58Well, with rail fares set to rise by an estimated 8% in 2012,
0:14:58 > 0:15:02how can you make sure that you really are getting the best deal when you travel?
0:15:02 > 0:15:06Well, I travel by train quite a lot, so come on, Anthony Smith from Passenger Focus,
0:15:06 > 0:15:09what are your money-saving tips?
0:15:09 > 0:15:15With a little bit of planning, us passengers can save pounds on rail travel. Here's how.
0:15:15 > 0:15:20Do a little bit a planning ahead, a bit of research. Find out when the peak and off-peak times are.
0:15:20 > 0:15:23If you're travelling at quieter times, it can save pounds.
0:15:23 > 0:15:27Look into getting a railcard. Young person's, senior, disabled.
0:15:27 > 0:15:31Even on one journey, you can save money using the rail card and cover the cost of the rail card.
0:15:31 > 0:15:35And buy your rail tickets from the train companies' own websites.
0:15:35 > 0:15:39They often have special offers and there's no extra charges.
0:15:41 > 0:15:46If you're travelling longer distance, it's always worth thinking about buying an advance ticket.
0:15:46 > 0:15:49It ties you to specific trains but it can save you a lot of money.
0:15:49 > 0:15:54Buy as soon as you can. Sometimes up to 12 weeks in advance the tickets are available.
0:15:54 > 0:15:59But don't forget, these tickets can be bought up till six o'clock the day before travel.
0:16:00 > 0:16:03If you've got a bit more time to do some research,
0:16:03 > 0:16:06you can look into splitting your journey into different parts
0:16:06 > 0:16:11so that even if you're travelling in the peak in one part of the country, you're not in the other.
0:16:11 > 0:16:16There are various websites that can help you do this and it can save a lot of money and is perfectly legal.
0:16:18 > 0:16:20If you're travelling more regularly to and from work,
0:16:20 > 0:16:24look into getting a season ticket, either an annual one, a monthly one
0:16:24 > 0:16:28or a weekly one. They offer really good discounts.
0:16:28 > 0:16:30It can save you pounds
0:16:30 > 0:16:32and many employers still give season ticket loans
0:16:32 > 0:16:35which can help spread the cost.
0:16:36 > 0:16:41If you are delayed or if things go wrong, you've got rights, you can get money back.
0:16:41 > 0:16:44Complain to the train company in the first instance
0:16:44 > 0:16:47and if you get stuck with them, Passenger Focus can help you out.
0:16:49 > 0:16:54'Still to come, the family that says changes to a customer loyalty scheme
0:16:54 > 0:16:56'have scuppered their holiday plans.'
0:16:56 > 0:17:00I couldn't believe that after having been such a loyal customer,
0:17:00 > 0:17:05that they were dropping this onto their collectors at such short notice.
0:17:05 > 0:17:11'Our experts have been rushed off their feet at our pop-up shop for consumer advice.'
0:17:11 > 0:17:130800 numbers from a landline are free,
0:17:13 > 0:17:16but if you phone it from a mobile, they do charge you.
0:17:19 > 0:17:23Next, a cornerstone of British culture, the local pub.
0:17:23 > 0:17:26A place to catch up with friends, relax over a drink,
0:17:26 > 0:17:29and who knows, perhaps be short-changed while you're at it.
0:17:32 > 0:17:36'Ever since the Bronze Age, we've been drinking alcohol.
0:17:36 > 0:17:39'Well, it was probably safer than the water in those days.
0:17:39 > 0:17:43'And here in the UK, we do like our beer in pints.'
0:17:43 > 0:17:46Yeah, I really like coming to my local pub
0:17:46 > 0:17:49because you get good company, you get a good pint of beer.
0:17:49 > 0:17:51Beer is a big part of my life.
0:17:51 > 0:17:56I work hard, I like to have a good drink and have a good time in the pub, so it's important to me.
0:17:56 > 0:18:00I'd say one of the best things about coming to a pub like this is
0:18:00 > 0:18:03being able to enjoy a product that you can't get at home,
0:18:03 > 0:18:06being able to talk to other people and feeling a part of your community.
0:18:11 > 0:18:14'A pint is equal to one eighth of a gallon
0:18:14 > 0:18:17'and there's usually a helpful white line on the glass
0:18:17 > 0:18:20'so that you can tell you've got the full measure.
0:18:20 > 0:18:24'But CAMRA, the consumer group for the beer and drinks industry,
0:18:24 > 0:18:28'says all too often drinkers are not being served the full pint.
0:18:28 > 0:18:30'Their last survey on this a few years ago
0:18:30 > 0:18:34'suggested a quarter of all pints were five percent short
0:18:34 > 0:18:37'and they say the situation isn't getting better.'
0:18:37 > 0:18:40The short pint measure means that there are actually more pints
0:18:40 > 0:18:44being served in pubs than the government gets excise duty for.
0:18:44 > 0:18:50200 million pints extra are probably being served because of short measure.
0:18:50 > 0:18:53'CAMRA estimates that these short measures
0:18:53 > 0:18:57'could be costing pub customers more than £600 million a year.'
0:18:57 > 0:19:02The key issue for CAMRA is customers getting a full pint of beer when they go into a pub.
0:19:02 > 0:19:07If you go into a supermarket, you get a pint of milk, you expect a pint of milk in that bottle.
0:19:07 > 0:19:10Unfortunately, often when you go into a pub,
0:19:10 > 0:19:16you ask for a pint of beer, you may only be served about 90 percent of a pint, the rest is froth.
0:19:16 > 0:19:20There is still no legal definition of a pint served in a pub
0:19:20 > 0:19:23with no real protection for the customer.
0:19:23 > 0:19:26'Industry guidelines say that a licensee should endeavour to serve
0:19:26 > 0:19:29'at least 95 percent liquid in a pint,
0:19:29 > 0:19:34'but if a customer asks for a top-up, it should be given and given with good grace.
0:19:34 > 0:19:37'But CAMRA says that doesn't always happen.
0:19:37 > 0:19:40'So at this beer festival in Bedford,
0:19:40 > 0:19:43'they're using a particular type of glass.'
0:19:43 > 0:19:46We've used what are called oversized lined glasses.
0:19:46 > 0:19:51We fill the beer right up, liquid right up to that line with the froth on the top.
0:19:51 > 0:19:54It means the customer's got a full pint.
0:19:54 > 0:19:58It means they don't spill the beer when they take it from the bar back to their seat,
0:19:58 > 0:20:03so there's no sticky floors or sticky carpets there, as well, and everyone's satisfied.
0:20:03 > 0:20:06'It's already a criminal offence to serve short measures
0:20:06 > 0:20:12'and Trading Standards can investigate if that's what you get. But CAMRA says that's not enough.'
0:20:12 > 0:20:16We're calling on the government to introduce legislation
0:20:16 > 0:20:18that defines a pint as 20 fluid ounces,
0:20:18 > 0:20:23so there's clarity for everyone, both licensees and customers.
0:20:23 > 0:20:26Secondly, we'd advise as good practice
0:20:26 > 0:20:29for pubs to use oversized lined glasses
0:20:29 > 0:20:34and those oversized lined glasses should have a nice clear, broad, white line
0:20:34 > 0:20:39where the 20 fluid ounce mark is, so everyone can see whether it's a full pint or not.
0:20:39 > 0:20:44'The British Beer and Pub Association don't agree that drinkers need more protection,
0:20:44 > 0:20:49'saying publicans have enough red tape without more regulations on compulsory glassware.
0:20:49 > 0:20:51'And though they reiterate the guidelines,
0:20:51 > 0:20:54'they say it's important to remember that beer comes with a head
0:20:54 > 0:20:57'and customers' tastes on that vary.
0:20:57 > 0:21:02'But CAMRA insist it should be last orders for short pints.'
0:21:02 > 0:21:07The issue of short pints has been going on for decades, if not centuries.
0:21:07 > 0:21:11I'm sure people were moaning about it in the time of the Romans.
0:21:11 > 0:21:16However, in the last 30 or 40 years, it seems to have got worse.
0:21:16 > 0:21:19You ask for a pint of beer, you should get a pint of beer,
0:21:19 > 0:21:22not 95 percent.
0:21:22 > 0:21:27Being out on the road, meeting so many of you face-to-face has turned out to be a revelation
0:21:27 > 0:21:30because everybody seems to have a story to tell.
0:21:30 > 0:21:33That's what we're here to do. We're here to listen and to help.
0:21:33 > 0:21:36Our experts over at the shop have certainly been busy.
0:21:36 > 0:21:39'We've been meeting so many of you
0:21:39 > 0:21:42'and the BBC learning area has been really busy
0:21:42 > 0:21:46'helping people gain confidence with their maths and avoid rip offs.'
0:21:47 > 0:21:52So, our pop-up shop for Rip-Off Britain is new. So, too, is our gripe box.
0:21:52 > 0:21:56It does look a bit like a TARDIS. It has been so popular today.
0:21:56 > 0:21:59It's been rather difficult to get people out.
0:21:59 > 0:22:04So they love the idea, they're in a box, contained, they can really get everything off their chest
0:22:04 > 0:22:08What I don't like is when you ring up customer services
0:22:08 > 0:22:11and you get through to different people every time you ring up
0:22:11 > 0:22:14and then none of them's got the right information on the screen
0:22:14 > 0:22:17and you get nowhere in the end, wasting money on phone bills.
0:22:17 > 0:22:21One of the things my wife and I find extremely frustrating at home
0:22:21 > 0:22:25is the number of unwanted telephone calls we get these days.
0:22:25 > 0:22:30Telephone calls, unsolicited calls, sales calls.
0:22:30 > 0:22:35Why can't 0845 numbers be straightforward, simple?
0:22:35 > 0:22:40Whenever I want to phone up the bank or increasingly other organisations,
0:22:40 > 0:22:44I'm being charged 40p, 50p a minute,
0:22:44 > 0:22:46which I think is unfair
0:22:46 > 0:22:51and it just seems to be that there aren't any options now to phone a landline.
0:22:51 > 0:22:56'So paying for local calls at national rates seems to be a real bugbear.
0:22:56 > 0:23:02'And Paul asked for some advice on his gripe from Trading Standards officer Sylvia Rook.'
0:23:02 > 0:23:05- How can I help you? - Erm, well, my particular gripe
0:23:05 > 0:23:10is with supposedly free telephone numbers, 0800 numbers.
0:23:10 > 0:23:15I've just had my mobile phone bill, which normally is £12 a month, which is now £50
0:23:15 > 0:23:19and I just think it's a bit unfair, really, not just for students, but for everybody.
0:23:19 > 0:23:26You know, in this economic climate, the last thing you need is this expense.
0:23:26 > 0:23:29Companies do it because it's a standard charge
0:23:29 > 0:23:32no matter where you phone from. That's why they give you the number,
0:23:32 > 0:23:35so that they can say everybody pays the same.
0:23:35 > 0:23:370800 numbers from a landline are free.
0:23:37 > 0:23:41If you phone 0800 from a landline, it will always be a free call.
0:23:41 > 0:23:43If you phone it from a mobile, they do charge you.
0:23:43 > 0:23:50But there is something I can do that can help you. There's a website called saynoto0870.com
0:23:50 > 0:23:56and it's on the screen here. It allows you to put in any of these numbers that start with 08
0:23:56 > 0:24:00and if there is one, it provides you with the alternative landline number.
0:24:00 > 0:24:04So I've put in the Student Loan Company, I can see it's an 0870 number,
0:24:04 > 0:24:06so I can understand why it's caused you distress.
0:24:06 > 0:24:09It's come up with a landline number there.
0:24:09 > 0:24:13This is a good opportunity... It doesn't cover everything,
0:24:13 > 0:24:16but it should cut down on some of your telephone costs.
0:24:16 > 0:24:21- And pass the message on to all your student friends, as well, because it's a very useful website.- I will.
0:24:21 > 0:24:26- And I wish you luck with the rest of your degree.- Thank you very much. - Good to meet you.- Bye.
0:24:29 > 0:24:34There don't have to be huge sums of money involved for you to feel as if you've been ripped off.
0:24:34 > 0:24:38Sometimes you might just think someone's taking your loyalty for granted.
0:24:38 > 0:24:42That's certainly what our next viewer felt. So, were they right?
0:24:44 > 0:24:50'Reward cards and loyalty schemes can be a great way to save money on future purchases.
0:24:50 > 0:24:53'But one of the most established schemes, Airmiles,
0:24:53 > 0:24:57'where you earn flight miles as you spend, has recently announced changes
0:24:57 > 0:25:00'that have led quite a few of you to get in touch.
0:25:00 > 0:25:07Sorsha Holloway, who's a photographer, started collecting Airmiles in the mid-90s.'
0:25:07 > 0:25:11The Airmiles scheme made it possible for many people to travel to places
0:25:11 > 0:25:15they wouldn't otherwise have been able to go. Especially if you have a family of four,
0:25:15 > 0:25:19it's not going to be cheap to go on holiday anywhere and if you can collect
0:25:19 > 0:25:24and save up for that special holiday, for example, the flights to Antigua
0:25:24 > 0:25:28that you wouldn't normally be able to do, then how great is that?
0:25:28 > 0:25:31'But now the scheme's been overhauled.
0:25:31 > 0:25:33'It's to be known as Avios.
0:25:33 > 0:25:37'You'll need fewer points to fly to some destinations and more to get to others.
0:25:37 > 0:25:43'But the change that's upset collectors like Sorsha is that from mid-December,
0:25:43 > 0:25:49'when you book a flight with your points, you'll now have to pay all taxes and fuel surcharges on top,
0:25:49 > 0:25:52'an extra cost that the old scheme covered.'
0:25:52 > 0:25:57When I received the initial email announcing the changes, I was really horrified.
0:25:57 > 0:26:00I couldn't believe that after having been such a loyal customer,
0:26:00 > 0:26:05that they were dropping this onto their collectors at such short notice.
0:26:05 > 0:26:09'For over 15 years, Sorsha's gone out of her way to collect her Airmiles,
0:26:09 > 0:26:14'even when that's meant using shops or petrol stations that aren't the closest to her home.'
0:26:14 > 0:26:18We did all our shopping at Tesco and converted all our Clubcard points to Airmiles.
0:26:18 > 0:26:24We did all our fuel shopping at Tesco. I did a lot of internet shopping through the Airmiles E-store
0:26:24 > 0:26:30and I think in the last year, shopped at 26 shops on the E-store to collect Airmiles.
0:26:30 > 0:26:34And I wasn't silly, I didn't shop there if it was cheaper elsewhere,
0:26:34 > 0:26:37but I did use it where I could.
0:26:37 > 0:26:42'It might seem churlish to complain about points you've been given for free,
0:26:42 > 0:26:46'but Sorsha had been collecting all those miles so that she could book a dream holiday
0:26:46 > 0:26:49'to visit her family in South Africa.'
0:26:49 > 0:26:55We had nearly 10,000 Airmiles at that point and we were aiming to have collected enough by spring next year
0:26:55 > 0:27:01to do a significant part-cash, part-miles payment for four return flights to Johannesburg.
0:27:01 > 0:27:05'But because of the changes brought in under the new Avios rules,
0:27:05 > 0:27:09'she's worked out she'll now have to pay around £1,500 for those taxes and charges,
0:27:09 > 0:27:15'and extra cost she hadn't expected and couldn't afford. The planned holiday was abandoned.'
0:27:15 > 0:27:20Having to cancel the planned trip to South Africa was very disappointing for us as a family.
0:27:20 > 0:27:26My husband's older brother and his wife have lived out there for many years and we've never been to visit.
0:27:26 > 0:27:32The children were also, obviously, looking forward very much to going and seeing the wonderful wildlife
0:27:32 > 0:27:36and it was going to be a really exciting trip.
0:27:36 > 0:27:41'Sorsha's unhappy that, as far as she's concerned, the goalposts have moved.'
0:27:41 > 0:27:44It might not be the worst thing that could happen in the world,
0:27:44 > 0:27:47but for us, it was almost like a holiday bank account.
0:27:47 > 0:27:51After being a loyal collector, really loyal collector,
0:27:51 > 0:27:57I couldn't believe that they were going to treat their members in that way.
0:27:57 > 0:28:03And...what I mean is, how they went about it.
0:28:03 > 0:28:06They didn't give us much notice.
0:28:06 > 0:28:11Something that was so major, I think we should've been informed a long time before.
0:28:11 > 0:28:16'She feels she's earned her miles and the flights she was hoping they'd buy.'
0:28:16 > 0:28:21Yes, we have had benefits from the scheme and we have used the scheme very well,
0:28:21 > 0:28:27but we have put business the way of the Airmiles company, Lloyd TSB.
0:28:27 > 0:28:31A lot of money went through those credit cards and through the tills at Tesco.
0:28:31 > 0:28:34'Avios told us they're sorry that some customers
0:28:34 > 0:28:37'are disappointed by the change, but Avios remains
0:28:37 > 0:28:39'a great value travel rewards programme,
0:28:39 > 0:28:42'especially for flights to Europe
0:28:42 > 0:28:45'on which the extra charges will be fixed at £27.
0:28:45 > 0:28:47'They point out that until 2008,
0:28:47 > 0:28:50'the old scheme made these charges, too,
0:28:50 > 0:28:53'and though they did then absorb those charges for a while,
0:28:53 > 0:28:57'the cost of UK passenger duty has risen significantly.
0:28:57 > 0:29:00'They insist the Avios scheme has many new benefits.'
0:29:01 > 0:29:04For me, it feels quite sad, really.
0:29:04 > 0:29:09I think it's the end of a beautiful relationship with the Airmiles company.
0:29:09 > 0:29:17For me, I will never collect Airmiles again unless they bring in significant changes in the futures.
0:29:17 > 0:29:22If you'd like advice on what to do in that kind of situation, we've done the groundwork for you.
0:29:22 > 0:29:25Here's an expert with the key things you need to know.
0:29:26 > 0:29:30There's a huge range of loyalty cards and clubs out there
0:29:30 > 0:29:33and wherever you choose to spend, whether it be on your food
0:29:33 > 0:29:39or everyday goods, leisure, travel, there's always someone somewhere offering you points for something.
0:29:39 > 0:29:44There's a range of ways that you can maximise the points on any scheme that you have.
0:29:44 > 0:29:49First off, always make sure that you present your card, whether in store on online.
0:29:49 > 0:29:56If you have the ability to pay for goods where you can also gets points from a credit or debit card,
0:29:56 > 0:30:00that is also another great way of doubling up your points.
0:30:00 > 0:30:04But, of course, make sure you pay the statement off in full at any time.
0:30:06 > 0:30:09If you're in a scheme, you should keep your eye on that scheme
0:30:09 > 0:30:12to make sure your points are being added to your statement,
0:30:12 > 0:30:17and, of course, be aware that if you're inactive for a period of time, you could lose those points,
0:30:17 > 0:30:22so be aware of what the rules are with your individual scheme.
0:30:22 > 0:30:25Additional points seem like a great thing at first,
0:30:25 > 0:30:30you think, "Wow! I'm going to get closer to the goal of the redemption of my points very quickly!"
0:30:30 > 0:30:35But those points are costed in by the retailer, they cost the retailer to offer them to you.
0:30:35 > 0:30:38So always look at what's the true value of the product,
0:30:38 > 0:30:41Just because you get additional points, doesn't mean it's a good deal.
0:30:41 > 0:30:44You could probably buy the product cheaper elsewhere
0:30:44 > 0:30:47and the value with extra points isn't worth that saving.
0:30:47 > 0:30:53Don't be a slave to points, they are a bonus, not the reason for buying the goods in the first place.
0:30:57 > 0:31:01'Big companies don't always make things easy to understand.
0:31:01 > 0:31:06'And it can be very confusing trying to work out why you haven't ended up with what you'd expected.'
0:31:06 > 0:31:10'So if you feel bogged down and don't know exactly what to do,
0:31:10 > 0:31:13'we've put together a booklet of tips and advice.
0:31:13 > 0:31:16'You can find a link to the free guide on our website.
0:31:20 > 0:31:25'Or if you want to receive a copy in the post, send an A5 self-addressed envelope
0:31:25 > 0:31:29'to the address we'll give you right at the end of the programme.'
0:31:32 > 0:31:38We heard from a number of viewers who say that their local councils are raising parking charges,
0:31:38 > 0:31:43wait for this, by up to 400 percent to help cover government cuts.
0:31:43 > 0:31:47As usual, the cost seems to be falling on the consumer.
0:31:47 > 0:31:51So could it be true? We went to Barnet in London to find out.
0:31:53 > 0:31:57'Some of the residents in Barnet, North London are battling the local council
0:31:57 > 0:32:00'over a rise in the cost of parking permits.
0:32:00 > 0:32:02'And they hope to take the fight to court.'
0:32:02 > 0:32:07Well, originally, we were very pleased at being a controlled parking zone
0:32:07 > 0:32:11because we are very near the tube, and we had real problems.
0:32:11 > 0:32:15People would leave their cars all day and you could never park near your house.
0:32:15 > 0:32:19'But members of the Barnet Controlled Parking Action Group
0:32:19 > 0:32:23'have dug into their own pockets to pay for legal proceedings against the council
0:32:23 > 0:32:30'after the price of residents' parking permits more than doubled, from £40 a year to £100.
0:32:30 > 0:32:34'And visitor permits have gone up from £1 to £4 a day.'
0:32:34 > 0:32:41The legal case is that Barnet are not allowed to increase the charges, the parking charges,
0:32:41 > 0:32:45to raise revenue, and that's what they're doing.
0:32:45 > 0:32:49They're allowed to increase the parking charges if it's to run the scheme,
0:32:49 > 0:32:53or to reduce the amount of cars coming into the area.
0:32:53 > 0:32:58But there isn't a problem with the number of cars coming into the area.
0:32:58 > 0:33:04And they actually made a surplus of £4 million last year, so they don't need extra money to run the scheme.
0:33:06 > 0:33:11'78-year-old Ken Johnston is just furious about the increased charges.'
0:33:11 > 0:33:15I can't pay £4 every time someone comes.
0:33:15 > 0:33:17If they come, I can't ask them for £4.
0:33:17 > 0:33:22And it's going to make it awkward for people coming to visit us.
0:33:22 > 0:33:26The families can come any time. Some come every day.
0:33:26 > 0:33:30In fact, seven or eight a week. It can be £32 a week.
0:33:30 > 0:33:35'Fellow resident Janice Curry is also feeling the pinch of the price rise.'
0:33:35 > 0:33:40Every time somebody comes to see me, even if they just come for a couple of minutes, it costs me £4,
0:33:40 > 0:33:47so to have a coffee morning or something like that used to be £10 or something and now it's £40.
0:33:47 > 0:33:54So it's made a huge difference to people like myself who are at home who aren't working or who have kids.
0:33:54 > 0:33:59'She thinks the increase being forced upon her and fellow residents is staggering.'
0:33:59 > 0:34:03I do think this is a bit of a stealth tax. We've been paying £1 for years, happily paying it,
0:34:03 > 0:34:08and it's always felt a bit expensive but you think, "I live in London, I can deal with it."
0:34:08 > 0:34:13But increasing overnight from £1 to £4 is...
0:34:13 > 0:34:17I'm not sure how they can justify that and it does feel like a rip off.
0:34:19 > 0:34:21'The increased parking charge for visitor permits
0:34:21 > 0:34:25'also affects tradesmen carrying out work on local houses.'
0:34:25 > 0:34:30Well, we're here a month now, doing this project here with three vans of trades here.
0:34:30 > 0:34:36And I have to pass that onto the customer because I can't afford to be paying for the parking here.
0:34:36 > 0:34:42So it bumps up his bill. If people aren't happy to pay then I'm reluctant to do the job
0:34:42 > 0:34:48because if it drags on, it will impact on the profit and the price I've got to charge.
0:34:49 > 0:34:55'Philippa says it's this four-fold increase on visitor vouchers that's really upsetting local residents.'
0:34:55 > 0:35:02If you had that on, say, a bus fare, your daily bus fare went up from £2 to £8,
0:35:02 > 0:35:06people just wouldn't accept it. There would be outrage.
0:35:06 > 0:35:12It's an enormous increase and yet we're just supposed to accept this without saying anything about it.
0:35:13 > 0:35:19One of Barnet's arguments is they've raised these charges to bring them in line with all the other boroughs.
0:35:19 > 0:35:22And quite clearly it isn't.
0:35:23 > 0:35:29I live in Barnet where the residents' visitors vouchers are £4 a day
0:35:29 > 0:35:34or even for half an hour it's £4. We only have £4 vouchers.
0:35:34 > 0:35:41In Haringey, just up here, they only have two hours a day, it's 30p an hour, maximum 60p.
0:35:41 > 0:35:46Barnet are saying they're comparable with other boroughs. Clearly, right on our doorstep, they're not.
0:35:46 > 0:35:53'Paul Watters from the AA believes the issue of parking permits amounts to blatant profiteering.'
0:35:53 > 0:35:57When the schemes first started, they were meant to help locals with parking problems.
0:35:57 > 0:36:00Now they're being seen as revenue opportunities.
0:36:00 > 0:36:04The charges were supposed to be for administration of the scheme,
0:36:04 > 0:36:09but now they're seen as a revenue raiser. That seems wrong for residents with parking problems.
0:36:09 > 0:36:15It's very difficult in areas like Barnet where only a few households have residents' parking schemes.
0:36:15 > 0:36:18They have to contribute more than their fair share for their permits.
0:36:18 > 0:36:24It seems unfair that the rest of Barnet without residents' parking schemes get away with this charge.
0:36:24 > 0:36:27'We asked Barnet Council to explain the increase.
0:36:29 > 0:36:32'They said they have held down permit charges for several years
0:36:32 > 0:36:36'but now felt that they had to bring them into line with other boroughs.
0:36:36 > 0:36:38'They accept that some residents
0:36:38 > 0:36:41'don't agree that the new prices are comparable.
0:36:41 > 0:36:45'But they've supplied them and us with information to prove their point.
0:36:45 > 0:36:49'And they say that, although controlled parking zones exist
0:36:49 > 0:36:53'at the residents' request, if a number of them now wish to leave,
0:36:53 > 0:36:55'they'd be willing to look at that.
0:36:57 > 0:37:00'But Philippa is determined to fight on.'
0:37:00 > 0:37:03It's just paying through the nose for what should be our right,
0:37:03 > 0:37:07to park outside our own house, have friends come round and see us,
0:37:07 > 0:37:10why should we pay for it? I think it's a complete rip off.
0:37:12 > 0:37:16'We've heard from many of you about your frustrations at high train fares.
0:37:16 > 0:37:21'Earlier on we heard from Rosie, who's worried she'll no longer be able to afford to travel to work
0:37:21 > 0:37:24'because of the price of her train fare.
0:37:24 > 0:37:28'So I went to talk to Theresa Villiers, who is Minister for Transport,
0:37:28 > 0:37:33'to see what she has to say about the situation.'
0:37:33 > 0:37:40Minister, I feel as if I'm here articulating a howl of protest from rail users.
0:37:40 > 0:37:44High fares and a government that doesn't seem to be listening.
0:37:44 > 0:37:51Of course we are listening, of course we recognise the concern out there about the level of rail fares.
0:37:51 > 0:37:54Those rail fares are contributing to
0:37:54 > 0:37:58one of the biggest programmes of rail improvement since the Victorian era,
0:37:58 > 0:38:02to address people's concerns about crowding, about quality of service,
0:38:02 > 0:38:04and to strengthen our economy, as well.
0:38:04 > 0:38:08We are determined to get the cost of running the railways down,
0:38:08 > 0:38:12so that we can deliver better value for money to passengers,
0:38:12 > 0:38:16and respond to exactly the sort of concerns that your program is highlighting.
0:38:16 > 0:38:23Well, we did vox pops outside Paddington Station and stopped, I suppose, a dozen people, all told.
0:38:23 > 0:38:28Every single person, one way or another, was complaining about the cost of fares.
0:38:28 > 0:38:33One man said, "I travel in conditions that are worse than cattle travel in.
0:38:33 > 0:38:39"I pay full whack, I end up sitting on the floor outside the lavatory." This cannot be right.
0:38:39 > 0:38:44That's why we are expanding capacity on our railways.
0:38:44 > 0:38:50But that does mean also passengers contributing to the cost of those improvements via their fares.
0:38:50 > 0:38:55In a time when we have a huge crisis in the public finances,
0:38:55 > 0:38:59it's simply not feasible for the taxpayer to pay the full cost.
0:38:59 > 0:39:01The passengers need to contribute, as well.
0:39:01 > 0:39:05Your own predecessor, if I can quote his words to you,
0:39:05 > 0:39:08talked about fares being "eye-wateringly high".
0:39:08 > 0:39:14He clearly thought that was a bad thing. What people are looking for is for fares to come down.
0:39:14 > 0:39:18We are determined to deliver better value for money for passengers,
0:39:18 > 0:39:21- and the way we do that... - But does that mean cutting fares?
0:39:21 > 0:39:25If we manage to do that we can deliver better value for passengers.
0:39:25 > 0:39:30Would you say that the average rail traveller is getting value for money at the moment?
0:39:30 > 0:39:33I think a lot of people feel they're not getting value for money
0:39:33 > 0:39:36but the reality is that the fares they're paying
0:39:36 > 0:39:42are contributing to the improvements that passengers want, that our economy needs.
0:39:42 > 0:39:47So there is a purpose to these. And also it is worth bearing in mind that for certain journeys
0:39:47 > 0:39:52there are cheaper fares available, but I recognise that, for many people,
0:39:52 > 0:39:58it's not always easy to get those cheaper tickets and it's vitally important for them
0:39:58 > 0:40:02that we carry through our reform programme to get the cost of the railways down.
0:40:02 > 0:40:09I have asked you in a number of ways whether your phrase about bringing down the cost of the railways
0:40:09 > 0:40:13would actually result in fares falling,
0:40:13 > 0:40:16and you've not really been able to say the answer is yes,
0:40:16 > 0:40:19and that is really the thing that people want to hear.
0:40:19 > 0:40:24We believe we could get to a point where fares would go up just by inflation,
0:40:24 > 0:40:27so they would stay steady in real terms.
0:40:27 > 0:40:33Now, whether it will be possible to go further and reduce fares is not something I can say at the moment.
0:40:33 > 0:40:37But I am determined that the cost of the railways will come down,
0:40:37 > 0:40:43and that passengers will take a share in those savings, so we can deliver better value for money.
0:40:43 > 0:40:46- Theresa Villiers, thank you. - Thank you very much.
0:40:48 > 0:40:53'Here at Rip-Off Britain, we're always ready to investigate more of your stories.
0:40:53 > 0:41:00'Confused over your bills? Trying to wade through endless small print that leaves you none the wiser?'
0:41:00 > 0:41:05I might have been stupid for not reading it, or I've read it and not took it in.
0:41:05 > 0:41:08I could kick myself. I really could.
0:41:08 > 0:41:11'Unsure what to do when you discover you've lost out,
0:41:11 > 0:41:15'and that so-called great deal has ended up costing you money?'
0:41:15 > 0:41:20I thought, "This cannot be true. It's totally unacceptable." I was so angry!
0:41:21 > 0:41:26'You might have a cautionary tale of your own and want to share the mistakes you made with us
0:41:26 > 0:41:32- 'so others don't do the same.' - No-one knows about this so this is very strange to me.
0:41:32 > 0:41:34And I really would like to get this much clearer.
0:41:34 > 0:41:38'You can write to us at...
0:41:46 > 0:41:49'Or send us an email to...
0:41:52 > 0:41:57'The Rip-Off team is ready and waiting to investigate your stories.'
0:42:00 > 0:42:04Well, it does seem that when faced with unacceptable goods or service,
0:42:04 > 0:42:07all too often we Brits simply grin and bear it.
0:42:07 > 0:42:10- Perhaps it's down to our stiff upper lip.- You're right.
0:42:10 > 0:42:14But here at Rip-Off Britain, we believe that in these tough economic times,
0:42:14 > 0:42:19- you really should put aside your reserve and stand up for your rights. - That's always our message.
0:42:19 > 0:42:24Because bear in mind that it's far more expensive for companies to find new customers
0:42:24 > 0:42:29than it is to satisfy a disgruntled one. So there's usually everything to play for.
0:42:29 > 0:42:33And remember, if you genuinely feel that you've been ripped off or let down,
0:42:33 > 0:42:38you need to complain, that's again one of our messages. As consumers we have very clear rights.
0:42:38 > 0:42:41And that's just about where we have to leave it for today,
0:42:41 > 0:42:47but we hope you'll join us next time for some more of the rip offs that are driving you absolutely crazy.
0:42:47 > 0:42:50- So until then, bye-bye. - Bye-Bye.- Bye.
0:42:51 > 0:42:55Subtitles by Red Bee Media Ltd
0:42:55 > 0:42:59E-mail subtitling@bbc.co.uk