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 > 0:00:14Legally, it was right.
0:00:14 > 0:00:18Morally? That's where the question and doubt comes, in my view.
0:00:18 > 0:00:22And you contacted us in your thousands, by post, e-mail -
0:00:22 > 0:00:28even 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 at all.
0:00:32 > 0:00:36There's always 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 > 0:00:40Whether it's a deliberate rip-off,
0:00:40 > 0:00:43a simple mistake or 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, keep going to the top if you have to.
0:00:51 > 0:00:54We DO get results. That's the interesting thing.
0:00:54 > 0:00:57Your stories, your money. This is...
0:01:00 > 0:01:02Hello and welcome to Rip-Off Britain,
0:01:02 > 0:01:05the show that investigates your consumer complaints
0:01:05 > 0:01:08to get you the answers that you've been fighting for.
0:01:08 > 0:01:09Throughout the series,
0:01:09 > 0:01:13we're determined to take on companies that have left you feeling short-changed -
0:01:13 > 0:01:15no matter how big or, indeed, small.
0:01:15 > 0:01:20And today, we're tackling something we know from our postbag really drives you crazy.
0:01:20 > 0:01:23The companies cashing in by towing your car away and then
0:01:23 > 0:01:26demanding quite extraordinary sums of money from you to get it back.
0:01:26 > 0:01:29But it's not just greedy clamping firms that can make you feel
0:01:29 > 0:01:32that your car is being held to ransom.
0:01:32 > 0:01:37You wait until you hear who else can make you pay a hefty price to get your own vehicle back -
0:01:37 > 0:01:40and just how much money THEY can earn from it.
0:01:41 > 0:01:43Also coming up on today's programme...
0:01:43 > 0:01:47We set up our very own pop-up shop, where you came and told us
0:01:47 > 0:01:49your consumer concerns.
0:01:49 > 0:01:53You've been pouring your heart out in our specially constructed gripe box.
0:01:53 > 0:01:56Petrol prices are extortionate.
0:01:56 > 0:01:59It's disgusting how much they've gone up and I think it's a rip-off.
0:01:59 > 0:02:04More reasons why being on the road can be a costly business.
0:02:04 > 0:02:10To get suddenly hit with another £600 or so is rather too much.
0:02:10 > 0:02:12Now, if your car is stolen,
0:02:12 > 0:02:15your first port of call is usually the local police.
0:02:15 > 0:02:20You hope, obviously, they're going to track down your vehicle and return it all in one piece.
0:02:20 > 0:02:24What you might not expect is for them to charge you for the privilege.
0:02:24 > 0:02:27But in fact, that's exactly what most forces do now,
0:02:27 > 0:02:28as standard practice.
0:02:28 > 0:02:32And some of you are totally furious about it.
0:02:32 > 0:02:34Howard Gordon is just one of the people to get in touch,
0:02:34 > 0:02:38saying that he feels he's been ripped off twice -
0:02:38 > 0:02:42once when his car was stolen, and then when the police contacted him to tell him
0:02:42 > 0:02:49that they'd found his car, but it would cost him £150 to get it back.
0:02:52 > 0:02:56Howard Gordon has been a professional wedding photographer for 15 years,
0:02:56 > 0:03:00and works from his home in Salford in Greater Manchester.
0:03:00 > 0:03:04Earlier this year, he was booked to photograph a local wedding.
0:03:06 > 0:03:09Everything was fine until the wedding had finished,
0:03:09 > 0:03:13I went to find my keys for my car and couldn't find the keys.
0:03:13 > 0:03:16Went outside, couldn't find the car.
0:03:17 > 0:03:20It had been stolen, so Howard rang the police.
0:03:20 > 0:03:23They talked him through what would happen next.
0:03:23 > 0:03:27It was at half past 12 at night. I gave them all the information
0:03:27 > 0:03:33and they read what I presumed was a prepared statement.
0:03:33 > 0:03:37And it included the phrases,
0:03:37 > 0:03:41"If and when we find it, we'd like forensics to have a look at it.
0:03:41 > 0:03:43"Would that be OK? We'll appreciate it.
0:03:43 > 0:03:48"Manchester Police will appreciate your help. Would that be all right?" I said, "Yes, of course."
0:03:48 > 0:03:51"We'll pick up the car and we'll take it to a recovery centre.
0:03:51 > 0:03:55"There'll be a charge for that. Will that be OK?" I said, "Yes, of course."
0:03:55 > 0:03:58I wanted to do what was the right thing,
0:03:58 > 0:04:01which was help the police if they can catch criminals. That's fine.
0:04:03 > 0:04:05A couple of days later,
0:04:05 > 0:04:08Greater Manchester Police contacted Howard with good news -
0:04:08 > 0:04:10they'd found his car.
0:04:10 > 0:04:13It had now been taken to a vehicle recovery centre
0:04:13 > 0:04:16and he could come and collect it from there.
0:04:16 > 0:04:19When I gave the keys to the young lady behind the desk, she said,
0:04:19 > 0:04:22"You know there's a charge for the recovery?"
0:04:22 > 0:04:27I said, "Yes, I do believe there is - how much is it?" She said, "£150."
0:04:27 > 0:04:30150 - I couldn't believe it was that kind of figure.
0:04:30 > 0:04:35And she said, "Clearly, if you don't pay, then you don't get the car.
0:04:35 > 0:04:39"It's as simple as that. And if you leave the car in, you're going to get charged extra, as well."
0:04:41 > 0:04:46Howard was horrified at the idea of having to pay so much to get back his own car.
0:04:46 > 0:04:51But fees like this are now standard practice with many police forces across the country.
0:04:51 > 0:04:55So it seemed he had no choice but to pay up.
0:04:55 > 0:05:00I was really upset about having to pay. I was the victim. My car was taken.
0:05:00 > 0:05:05But I still had to pay £150, and it just didn't seem right at all.
0:05:05 > 0:05:06I wasn't happy with the situation.
0:05:06 > 0:05:08PHONE RINGS
0:05:08 > 0:05:12Howard was so angry he contacted his local newspaper.
0:05:12 > 0:05:13After they ran the story,
0:05:13 > 0:05:16the police got back in touch to say they'd reconsidered.
0:05:16 > 0:05:19They said to me, "We're going to be able to refund it,"
0:05:19 > 0:05:21which was very good to hear.
0:05:21 > 0:05:25"The reason is, when you first rang up and reported the car stolen
0:05:25 > 0:05:28"you were given the option of picking the car up yourself,
0:05:28 > 0:05:33"and when we told you the car had been recovered we didn't give you that option."
0:05:34 > 0:05:37So Howard was off the hook.
0:05:37 > 0:05:39But thousands more drivers aren't so lucky.
0:05:39 > 0:05:43When they're hit with the storage and recovery charge to get back their stolen vehicles,
0:05:43 > 0:05:46they just have to pay up.
0:05:46 > 0:05:49Most of the money goes to the vehicle recovery companies,
0:05:49 > 0:05:51although the police do keep a chunk.
0:05:51 > 0:05:54What is typical is up to £25 per car.
0:05:54 > 0:05:58Greater Manchester Police say that its fees and the amounts charged
0:05:58 > 0:06:01are legislated by the Home Office.
0:06:01 > 0:06:05The force's current policy is, when a vehicle is recovered,
0:06:05 > 0:06:08the owner is informed and removal is arranged.
0:06:08 > 0:06:12They say these costs can often be covered by the owners' insurance.
0:06:12 > 0:06:16But Howard still thinks that drivers are being fleeced.
0:06:16 > 0:06:19I think it's unreasonable, particularly when
0:06:19 > 0:06:22your car is stolen and you're the one that's inconvenienced
0:06:22 > 0:06:27and you're the one that has to pay for any damage that might have been done to the car.
0:06:27 > 0:06:31And then the police say, "Oh, you know it's going to cost you £150."
0:06:31 > 0:06:35Its most unreasonable and I really think that they should stop it.
0:06:35 > 0:06:38Now, later in the programme, we meet someone else who, like Howard,
0:06:38 > 0:06:41thinks this charge is absolutely unfair,
0:06:41 > 0:06:45and we hear what happened when he decided to make a stand.
0:06:45 > 0:06:48But first, at a time when we're all feeling the pinch,
0:06:48 > 0:06:53the unexpected expense of your car breaking down can be a cost you can ill afford.
0:06:53 > 0:06:57A car warranty offers reassurance that if your motor does fail,
0:06:57 > 0:07:00the cost of some of the repairs will be covered.
0:07:00 > 0:07:04But I'm afraid that's not what happened to Grace Evans.
0:07:04 > 0:07:06She thought she was being really savvy
0:07:06 > 0:07:10when she bought a brand-new Peugeot and it had a three-year warranty.
0:07:10 > 0:07:13So when, after just four months, the clutch failed,
0:07:13 > 0:07:18she certainly didn't expect to have to pay for it herself - or be told, all her fault.
0:07:21 > 0:07:26There are around 31 million cars on the roads in this country
0:07:26 > 0:07:29and over two million people bought new cars last year.
0:07:30 > 0:07:34Grace Evans was one of those. She's a model road user.
0:07:34 > 0:07:39She's been driving for 40 years, has no points on her licence, no convictions.
0:07:41 > 0:07:44And she wouldn't give up her car for anything.
0:07:44 > 0:07:48I need the car for independence now and to get some shopping in,
0:07:48 > 0:07:50because I can't carry anything.
0:07:50 > 0:07:54Like many of us, Grace is always looking for ways to save money.
0:07:54 > 0:07:58So when she saw a Peugeot advert that said, "Just add fuel,"
0:07:58 > 0:08:00it immediately caught her eye.
0:08:01 > 0:08:03Getting a new car can be a puzzle.
0:08:03 > 0:08:07That's why Peugeot have introduced a revolutionary new package that includes...
0:08:07 > 0:08:11The ad promised that for one regular monthly payment,
0:08:11 > 0:08:15you'd get a new car, insurance, warranties, servicing and tax,
0:08:15 > 0:08:17leaving you to "just add fuel".
0:08:18 > 0:08:20I thought it sounded great,
0:08:20 > 0:08:25because it was three years of insurance, tax, servicing, etc.
0:08:25 > 0:08:29I would have to pay about 185 or thereabouts every month,
0:08:29 > 0:08:32and I wouldn't have to worry about nearly 1,000 I pay for insurance.
0:08:33 > 0:08:38So, Grace signed the paperwork, paid the deposit and the deal was done.
0:08:38 > 0:08:42Well, not quite. This is Rip-Off Britain, after all.
0:08:42 > 0:08:47I got home and the phone rang and it was this salesman saying,
0:08:47 > 0:08:51"Sorry, you're too old for OUR insurance,
0:08:51 > 0:08:55"so could you contact your insurance company
0:08:55 > 0:08:59"and ask them to e-mail a certificate through,
0:08:59 > 0:09:05"so that we could take it to the post office and tax the car?"
0:09:05 > 0:09:09So, despite signing on the dotted line and paying a £500 deposit,
0:09:09 > 0:09:14less than 24 hours later, Grace found out she wasn't eligible
0:09:14 > 0:09:17for the free-insurance part of the deal because of her age -
0:09:17 > 0:09:19a sprightly 83.
0:09:19 > 0:09:21I was annoyed because I think,
0:09:21 > 0:09:23I can drive - I've been driving for many years
0:09:23 > 0:09:28up and down the motorway - and why shouldn't I be insured by them?
0:09:30 > 0:09:33The salesman who signed me up - he didn't say I was too old.
0:09:33 > 0:09:35He just phoned me after I got home.
0:09:36 > 0:09:41So for Grace, the offer had become, "Just add fuel AND insurance."
0:09:41 > 0:09:44Nevertheless, she decided to carry on with the deal
0:09:44 > 0:09:47because it was a new car with a full three-year warranty.
0:09:47 > 0:09:51But little did she know how soon she might need it,
0:09:51 > 0:09:57because after just three and a half months - and 886 miles - the clutch went.
0:09:57 > 0:10:00I was very surprised it happened,
0:10:00 > 0:10:05because it was a brand-new car and I didn't see that the clutch should go in such a short time,
0:10:05 > 0:10:09because I've had old cars that the clutch hasn't gone for many, many years.
0:10:10 > 0:10:15So, the car was taken to the Peugeot garage, where the bad news continued.
0:10:15 > 0:10:17I thought it was covered under warranty,
0:10:17 > 0:10:22because, as far as I knew, on the "just put fuel" deal,
0:10:22 > 0:10:24that everything was covered for three years.
0:10:24 > 0:10:29Then they told me that, "Oh, no, it's not under warranty.
0:10:29 > 0:10:32"You've ridden the clutch, so you've got to pay for it."
0:10:32 > 0:10:35The damage to the clutch was blamed on Grace's driving -
0:10:35 > 0:10:37and under the warranty terms and conditions,
0:10:37 > 0:10:40driver negligence is not covered.
0:10:40 > 0:10:46She was left to pay the £664.76 repair cost herself.
0:10:47 > 0:10:51When I got the bill, I wasn't happy, obviously,
0:10:51 > 0:10:55because it's an awful lot of money for the clutch,
0:10:55 > 0:10:57but I just needed the car and I had to pay it.
0:10:57 > 0:11:02I believe that this burnt-out clutch was manufacturer error
0:11:02 > 0:11:06because one shouldn't burn out a clutch so quickly.
0:11:08 > 0:11:12In all her years behind the wheel, Grace has never had a problem with a clutch -
0:11:12 > 0:11:14let alone a brand-new one.
0:11:14 > 0:11:17She couldn't accept that this was her fault, so she wrote to us
0:11:17 > 0:11:19and we came up with a plan.
0:11:19 > 0:11:23To see if her driving really could be to blame,
0:11:23 > 0:11:27we've called in Colin Ogden, an independent driving instructor.
0:11:27 > 0:11:30- Hi, Grace. Pleased to meet you. I'm Colin.- And you, Colin.
0:11:30 > 0:11:33He's agreed to go for a spin with Grace in her car,
0:11:33 > 0:11:36to see how her technique measures up.
0:11:39 > 0:11:42OK, Grace, we'll go to the end of the road and then turn right.
0:11:49 > 0:11:53And then we'll turn left again when we get to the end of the road.
0:11:53 > 0:11:56So, how did Grace get on? In Colin's opinion,
0:11:56 > 0:12:00could her driving have caused the damage to the clutch on her car?
0:12:00 > 0:12:04886 miles seems, er, a very small number,
0:12:04 > 0:12:07considering that my car's done over 20,000 miles
0:12:07 > 0:12:10and I get learner drivers in that drive like that every day -
0:12:10 > 0:12:13maybe need to change gear a little bit early -
0:12:13 > 0:12:18so I wouldn't have said that her driving actually contributed to the clutch going.
0:12:18 > 0:12:23Grace's own regular garage also says her driving has never previously caused a problem.
0:12:24 > 0:12:27But as far as Peugeot's concerned, she's to blame,
0:12:27 > 0:12:31meaning her three-year warranty's been no good whatsoever
0:12:31 > 0:12:35and for her, the deal she signed up to has now become,
0:12:35 > 0:12:38"Just add fuel, insurance and repair costs."
0:12:38 > 0:12:41Right, thank you very much, Grace. It's been a pleasure.
0:12:41 > 0:12:43Thank you very much, Colin.
0:12:43 > 0:12:46Being a pensioner, I have to budget my bills every month -
0:12:46 > 0:12:51or every week - and to get suddenly hit with another £600 or so
0:12:51 > 0:12:53is rather too much.
0:12:54 > 0:12:58Happily, after Rip-Off Britain contacted Peugeot, there was a change of heart.
0:12:59 > 0:13:05They've told us they deeply regret the inconvenience Grace suffered.
0:13:05 > 0:13:09They accept that her car's clutch should not have failed at such a low mileage,
0:13:09 > 0:13:13and have offered her a full reimbursement of the cost of repair.
0:13:13 > 0:13:18They also say that Grace should not have been told she was not eligible for insurance cover
0:13:18 > 0:13:20after she had already signed up for the deal,
0:13:20 > 0:13:25and have offered her a goodwill gesture towards these costs.
0:13:25 > 0:13:28I think you'll agree, a great result in the end,
0:13:28 > 0:13:31but, you know, Grace had to learn the hard way
0:13:31 > 0:13:34that you simply cannot rely on guarantees 100%.
0:13:34 > 0:13:38So, with over 2 million of us all set to buy a new car this year,
0:13:38 > 0:13:41how many more of the warranties that come with them
0:13:41 > 0:13:43may not give as much protection as you might expect?
0:13:43 > 0:13:46Martyn Hocking is the editor of Which? magazine
0:13:46 > 0:13:49and he has some great top tips on how to make sure
0:13:49 > 0:13:51that your warranties go far enough.
0:13:51 > 0:13:55If you have bought a new car and it comes with a warranty,
0:13:55 > 0:13:57or you've paid extra for warranty,
0:13:57 > 0:13:59here are some of the things you need to look out for.
0:13:59 > 0:14:03The key one is that dreaded phrase where she garage says,
0:14:03 > 0:14:05"You've invalidated your warranty."
0:14:05 > 0:14:07Very often what they're saying is,
0:14:07 > 0:14:11"You had the cheek to take the car to your local favourite garage
0:14:11 > 0:14:12"to get it serviced,"
0:14:12 > 0:14:15rather than coming back to them to get the work done.
0:14:15 > 0:14:18As long as the garage you've used has carried out the work to a good standard
0:14:18 > 0:14:20and can provide paperwork to show that,
0:14:20 > 0:14:24as long as it's VAT registered it's going to be absolutely fine,
0:14:24 > 0:14:26no way is your warranty invalidated.
0:14:29 > 0:14:31Sometimes you get into a dispute with the garage,
0:14:31 > 0:14:33you want something, they want something else.
0:14:33 > 0:14:37As a goodwill gesture they will offer to do some of the work,
0:14:37 > 0:14:39or maybe give you some money back.
0:14:39 > 0:14:43Now, we all like goodwill gestures, so, "Yes, please, I'll accept that,"
0:14:43 > 0:14:45but make it clear to them that you're doing so on the basis
0:14:45 > 0:14:49that you reserve your right to take legal action at a later date
0:14:49 > 0:14:51if you're still not happy with the outcome.
0:14:53 > 0:14:57Wear and tear is another classic area for disputes.
0:14:57 > 0:15:00You feel you've only driven the car for a few months,
0:15:00 > 0:15:02for a few thousand miles, the garage is already saying to you,
0:15:02 > 0:15:06"Sorry, that part is worn out, it's not covered by the warranty,
0:15:06 > 0:15:08"YOU'LL have to pay for it to be replaced."
0:15:08 > 0:15:11What you may need to do in that incidence
0:15:11 > 0:15:14is get yourself an independent expert to verify that
0:15:14 > 0:15:16and to argue your case.
0:15:19 > 0:15:25Earlier on we exposed the true cost of getting your car back from the police after it's been stolen.
0:15:25 > 0:15:30Howard Gordon was among thousands of you who stumped up £150 for the privilege.
0:15:30 > 0:15:34The Home Office says it is up to individual forces whether to impose the charge,
0:15:34 > 0:15:38but what happens if you simply refuse to stump up?
0:15:40 > 0:15:42Chris Bridges loves motorbikes.
0:15:42 > 0:15:47When he's not working as an electrician and part-time bike instructor in Crewe,
0:15:47 > 0:15:51he loves nothing better than going for a spin on the open road.
0:15:51 > 0:15:54I can get out on my own and forget about, you know,
0:15:54 > 0:15:57any kind of troubles you may be having.
0:15:57 > 0:16:00It's just you and the motorcycle, you find a nice A road, you know,
0:16:00 > 0:16:04sweeping bends, you can take them at a nice leisurely pace,
0:16:04 > 0:16:06it's just a nice way to spend an afternoon
0:16:06 > 0:16:09and I come home a totally different person than when I came out.
0:16:09 > 0:16:15Unfortunately, Chris has no chance of climbing into his leathers at the moment.
0:16:15 > 0:16:18Although he owns two bikes,
0:16:18 > 0:16:21this sports model is untaxed and out of action
0:16:21 > 0:16:26and his everyday economical bike was stolen from his garden in broad daylight.
0:16:26 > 0:16:30You tend to feel really disappointed, really, that...
0:16:30 > 0:16:32this is the way that, sort of, life is.
0:16:32 > 0:16:35If it's not bolted down to the floor
0:16:35 > 0:16:38someone will come into your property and take it.
0:16:38 > 0:16:41Chris called the police who came and took some details.
0:16:41 > 0:16:43They do ask you the question,
0:16:43 > 0:16:49"If the vehicle is found, are you willing to recover it yourself?"
0:16:49 > 0:16:51And with it only being a motorcycle,
0:16:51 > 0:16:53I've got plenty of access to vans, etc,
0:16:53 > 0:16:55so I said, "Yeah, that's no problem."
0:16:55 > 0:16:59So, I heard nothing at all for, probably, about two or three weeks
0:16:59 > 0:17:02then a police officer came to my house one morning
0:17:02 > 0:17:06and said, "Great news, Chris, we found your bike!" I thought, brilliant!
0:17:06 > 0:17:10But Chris's relief turned to shock when he was told that
0:17:10 > 0:17:13because his bike had been taken away for forensic tests
0:17:13 > 0:17:16it was now at a vehicle recovery yard and, just like Howard,
0:17:16 > 0:17:21who we met earlier, he would have to pay £150 to get it back.
0:17:21 > 0:17:23It was a little bit of an outrage, I thought,
0:17:23 > 0:17:28"I'm already a victim of crime, I've had my motorcycle stolen,"
0:17:28 > 0:17:31and then the police turn round and say, we've got your bike,
0:17:31 > 0:17:35you can have it back, but it's going to cost £150.
0:17:35 > 0:17:38Is my property, give it back!
0:17:38 > 0:17:40When Chris filled out the police forms,
0:17:40 > 0:17:44he ticked box to say that if his stolen property was recovered
0:17:44 > 0:17:46he would be happy to come and pick it up himself,
0:17:46 > 0:17:49so he thinks he should have been allowed to collect his bike
0:17:49 > 0:17:53when the police had finished with it without being charged.
0:17:53 > 0:17:56They're quite happy to ring me up and say, "We found your vehicle, do you want it?"
0:17:56 > 0:17:59"Yes, I do. I can actually be there in 10 minutes,
0:17:59 > 0:18:02"I can pick it up myself," that wouldn't have been a problem,
0:18:02 > 0:18:08but now, they took it away and now I'm stuck with the bill.
0:18:09 > 0:18:12And as if that wasn't enough, the recovery yard wrote to Chris
0:18:12 > 0:18:15saying, unless he collected the bike within seven days,
0:18:15 > 0:18:18the police were entitled to scrap or sell it
0:18:18 > 0:18:23and every day in the yard would cost him another £10.
0:18:23 > 0:18:25Chris says it's money he just doesn't have.
0:18:25 > 0:18:29I'm, sort of, nine months in from being self employed.
0:18:29 > 0:18:31Every single penny we've got is tied into the business.
0:18:31 > 0:18:35We really are at the stage where we do struggle some months
0:18:35 > 0:18:36to get every bill paid,
0:18:36 > 0:18:40particularly if I have a quiet month, it is a little bit tough.
0:18:40 > 0:18:44Right at this moment there isn't £150 in my bank account
0:18:44 > 0:18:49that I can spare to just get my own property back, it's not happening.
0:18:49 > 0:18:52And even if he did have the cash,
0:18:52 > 0:18:55for Chris it's now a matter of principle.
0:18:55 > 0:18:59Somebody came into my back garden, stole my property.
0:18:59 > 0:19:02Yes, the police did the job fantastic, they found a vehicle,
0:19:02 > 0:19:04they had it recovered, that's great,
0:19:04 > 0:19:07but I don't see why should have to pay for that privilege.
0:19:07 > 0:19:11The notice that I've had is either pay the bill
0:19:11 > 0:19:16or we will either sell the vehicle or scrap it, which is unacceptable.
0:19:16 > 0:19:21I feel pretty letdown that I know my bike is only three miles away from where we're sitting now,
0:19:21 > 0:19:25in a locked up unit, and I'm not allowed to touch it.
0:19:26 > 0:19:29Chris is one of thousands of motorists every year
0:19:29 > 0:19:31who get hit with storage and recovery charges
0:19:31 > 0:19:33when their cars or bikes are recovered.
0:19:33 > 0:19:36Usually it's because they've had to be moved
0:19:36 > 0:19:38to stop them causing an obstruction
0:19:38 > 0:19:42or, as in this case, because forensic tests are needed.
0:19:42 > 0:19:46The police don't have to charge for recovery,
0:19:46 > 0:19:48but there aren't many forces that don't
0:19:48 > 0:19:54and though drivers can claim the money back on their insurance, many don't bother,
0:19:54 > 0:20:00because they'd still have to pay the excess and it could affect any no claims bonus.
0:20:00 > 0:20:07Campaigner Brian Mooney is outraged that motorists who are the victims of crime have to pay at all.
0:20:07 > 0:20:11I think the storage of cars should ideally be funded from central funds
0:20:11 > 0:20:14cos like other policing it is a paid for service,
0:20:14 > 0:20:16paid for by the taxpayer.
0:20:16 > 0:20:20The government does have a system of victims surcharges
0:20:20 > 0:20:23where victims of other crimes get compensation,
0:20:23 > 0:20:26so why give the motorists an unfair deal?
0:20:27 > 0:20:31Although most of the charge goes to the vehicle recovery firms,
0:20:31 > 0:20:35we were curious as to how much of it the police can keep for themselves.
0:20:35 > 0:20:40A Freedom of information request at Chris' local force, Cheshire Police,
0:20:40 > 0:20:45found that last year they took in over £200,000 from these fees,
0:20:45 > 0:20:47around £20 per vehicle.
0:20:47 > 0:20:50Not a bad little earner, you might think,
0:20:50 > 0:20:54although they say it's just covers their costs.
0:20:54 > 0:20:56Cheshire Constabulary say...
0:21:00 > 0:21:04But in Chris' case this wasn't possible because...
0:21:10 > 0:21:12They also told us that...
0:21:17 > 0:21:20And they say that...
0:21:24 > 0:21:27The vehicle recovery company, Egertons,
0:21:27 > 0:21:31say they've followed legislation and guidelines at all times.
0:21:31 > 0:21:35They gave Chris a deadline to pay £220 to retrieve his bike.
0:21:35 > 0:21:38If he failed to do so it would be scrapped,
0:21:38 > 0:21:41incurring a disposal fee of £50.
0:21:41 > 0:21:46Chris decided to pay the 50 quid and won't be seeing his bike again.
0:21:46 > 0:21:49It's my vehicle in my name, so what gives them the right
0:21:49 > 0:21:53to sell the vehicle or scrap it, just because I won't pay the £150?
0:21:53 > 0:21:55Chris is now saving up to tax his second bike.
0:21:55 > 0:21:59Until then...he's off the road.
0:22:04 > 0:22:06Still to come on Rip-Off Britain,
0:22:06 > 0:22:10we asked you to tell us what's left you feeling ripped off
0:22:10 > 0:22:13and we've been inundated with your stories.
0:22:13 > 0:22:17The tops complaint for many of you is car clamping, still an issue
0:22:17 > 0:22:21and one that costs motorists a staggering £55 million a year.
0:22:21 > 0:22:24I told the guy that was my car,
0:22:24 > 0:22:28he said, "Right, I want £465 off you."
0:22:28 > 0:22:31I said, no, and to me, I think it's just legalised robbery.
0:22:31 > 0:22:35And in a Rip-off first, we set up a one-stop advice shop,
0:22:35 > 0:22:39with a team of top experts on hand to give you advice face-to-face.
0:22:45 > 0:22:50Today we're investigating some of the unwelcome extra costs of being on the road.
0:22:50 > 0:22:53If there's one thing guaranteed to strike fear and loathing
0:22:53 > 0:22:54into the heart of the driver,
0:22:54 > 0:22:58it's coming back to your car to find a ticket on your windscreen.
0:22:58 > 0:23:00It's bad enough when it's a traffic warden who put it there,
0:23:00 > 0:23:03but what about when it's a private parking company
0:23:03 > 0:23:06that patrols the land where you parked?
0:23:06 > 0:23:07You've told us that sometimes,
0:23:07 > 0:23:09when you think you've been penalised unfairly,
0:23:09 > 0:23:11it's impossible to reason with them,
0:23:11 > 0:23:16even in circumstances that can only be described as desperate.
0:23:18 > 0:23:20Rhea Jackson works at a livery yard in Devon.
0:23:20 > 0:23:25She was expecting her first child and everything seemed plain sailing.
0:23:27 > 0:23:31I live in Devon, close to Exeter city centre,
0:23:31 > 0:23:32right out in the countryside.
0:23:32 > 0:23:37I tend to go travelling into town about once a week to do my shopping.
0:23:38 > 0:23:42But in March, one of her regular trips to the shops in Exeter
0:23:42 > 0:23:46- cost her rather more than usual. - On this particular morning
0:23:46 > 0:23:52I drove into a little shopping centre in Exeter,
0:23:52 > 0:23:54parked my car up, I needed the toilet,
0:23:54 > 0:23:57which, conveniently, is just across the road.
0:23:57 > 0:24:00So, I went to the toilet.
0:24:00 > 0:24:04But a few minutes later, ready to hit the shops,
0:24:04 > 0:24:07Rhea was incensed to find a parking ticket on her car
0:24:07 > 0:24:12in a car park that she thought she was perfectly entitled to park in.
0:24:12 > 0:24:14I couldn't really see what it was about,
0:24:14 > 0:24:18so I rang my mum to get her to ring the number on the ticket
0:24:18 > 0:24:21to find out why I had got the ticket so quickly.
0:24:21 > 0:24:23I rang the company up
0:24:23 > 0:24:27and I had this chap on the other end of the phone who was SO rude
0:24:27 > 0:24:32and just told me that she'd left the car park and it was end of story.
0:24:32 > 0:24:37Left the car park? Let's have a closer look at the rules.
0:24:37 > 0:24:41The car park is only to be used by shoppers at the retail centre.
0:24:41 > 0:24:45Rhea obeyed that rule, she was there to shop and she did.
0:24:45 > 0:24:49We've seen the receipts that prove it, so, a tick for her.
0:24:49 > 0:24:52Don't park for any longer than an hour and 45 minutes,
0:24:52 > 0:24:55another tick the Rhea.
0:24:55 > 0:24:57Don't park and leave the premises,
0:24:57 > 0:25:00oh, dear, even though she came straight back,
0:25:00 > 0:25:05it looks as if needing to pop to the loo meant Rhea broke the rules.
0:25:05 > 0:25:08So, I went and read the signs and it did actually say on the signs,
0:25:08 > 0:25:11but the print was actually quite small
0:25:11 > 0:25:14and when you're parking your car up and are desperate for the toilet
0:25:14 > 0:25:17the last thing you're going to do is to read a sign.
0:25:17 > 0:25:21Rhea and her mother Karen wrote to the company that runs the car park,
0:25:21 > 0:25:25UKCPS Ltd, hoping that a full explanation of events
0:25:25 > 0:25:27would get the ticket cancelled.
0:25:27 > 0:25:30My mum immediately photocopied the receipt that we had,
0:25:30 > 0:25:34I also photocopied my maternity certificate
0:25:34 > 0:25:36to prove that I was pregnant
0:25:36 > 0:25:39and we sent that off with the parking ticket.
0:25:39 > 0:25:42We fully expected the whole thing to be dropped
0:25:42 > 0:25:45because, obviously, being pregnant, you're allowed to do various things,
0:25:45 > 0:25:48you know, like going to the toilet.
0:25:48 > 0:25:50But no such luck,
0:25:50 > 0:25:52their appeal was turned down
0:25:52 > 0:25:56and because Rhea hadn't settled within seven days,
0:25:56 > 0:25:59what could have been a £60 ticket became a £100 penalty.
0:25:59 > 0:26:02Karen appealed a second time
0:26:02 > 0:26:06and after hearing nothing she wrote to Rip-Off Britain
0:26:06 > 0:26:07and that's where it gets confusing
0:26:07 > 0:26:10because when we contacted the parking company
0:26:10 > 0:26:13they claimed that they had accepted the second appeal
0:26:13 > 0:26:15and cancelled the ticket,
0:26:15 > 0:26:18but Rhea and Karen say that's news to them.
0:26:19 > 0:26:23Edmund King from the AA says that parking rules on private land
0:26:23 > 0:26:27can be fraught with problems.
0:26:27 > 0:26:29The real problem with parking on private land
0:26:29 > 0:26:31is that there is no regulation
0:26:31 > 0:26:36and there is absolutely no independent appeals process.
0:26:36 > 0:26:40So, basically, you're relying on the goodwill, or not,
0:26:40 > 0:26:43of the parking operator or the landowner.
0:26:43 > 0:26:48So, what we'd like to see is regulation and that, if you do get a ticket,
0:26:48 > 0:26:51there should be an independent appeals process
0:26:51 > 0:26:53so that you get a fair hearing.
0:26:53 > 0:26:57Although the company in Rhea's case did finally let her off,
0:26:57 > 0:27:00they still insist they were in the right,
0:27:00 > 0:27:04pointing out that they follow the British Parking Association code of practice
0:27:04 > 0:27:07and that's their signage has been upheld in court.
0:27:07 > 0:27:11They've told us the charge was reasonable,
0:27:11 > 0:27:15not just because their signs warn drivers not to leave the site,
0:27:15 > 0:27:18but because there was no need for a Rhea to visit public loos at all
0:27:18 > 0:27:20as the shopping centre has its own
0:27:20 > 0:27:24and they've sent us a list of exactly where they are.
0:27:24 > 0:27:27Perhaps that's information they might consider adding
0:27:27 > 0:27:29to their signs in future. It would make them even longer,
0:27:29 > 0:27:32but at least it would stop anyone caught short, like Rhea,
0:27:32 > 0:27:34from being penalised.
0:27:34 > 0:27:38After all, spending a penny shouldn't end up costing a fortune!
0:27:40 > 0:27:44Well, our postbag is full of horror stories about parking
0:27:44 > 0:27:48and the high price you can be forced to pay for a simple mistake.
0:27:48 > 0:27:51Here's Susan Marks from Citizens Advice
0:27:51 > 0:27:52with some guidance on what to do
0:27:52 > 0:27:56if you're hit with a parking charge that seems unfair.
0:27:56 > 0:27:58If you come back to your car in the car park
0:27:58 > 0:28:01and you find there's a ticket on your car,
0:28:01 > 0:28:05then have a look at any notices that are around,
0:28:05 > 0:28:09see if you agree that you have done anything wrong.
0:28:09 > 0:28:12If you are in any way disputing it,
0:28:12 > 0:28:16take a picture of it or make a note of whatever that situation was.
0:28:16 > 0:28:19If there's someone on the spot, then do speak to them.
0:28:21 > 0:28:24If it is a parking penalty notice,
0:28:24 > 0:28:27which is one that can only be given to you
0:28:27 > 0:28:32if you are on a public highway, then it is issued by a local council
0:28:32 > 0:28:36and the rules are governed by legislation.
0:28:36 > 0:28:39You will have to pay that if you're wrong,
0:28:39 > 0:28:42but there is an appeals process if you disagree.
0:28:45 > 0:28:51If the piece of paper that you've got is from a private parking company,
0:28:51 > 0:28:54if you want to dispute it that is very difficult
0:28:54 > 0:28:58because, at the moment, there's no alternative dispute system.
0:28:58 > 0:29:02The ban on clamping and towing is coming in
0:29:02 > 0:29:06and it will make a real difference to people parking on private land,
0:29:06 > 0:29:08like a shopping centre.
0:29:08 > 0:29:12You won't be held to ransom if you've just made a genuine mistake.
0:29:17 > 0:29:20At a time when money is tighter than ever,
0:29:20 > 0:29:23you need to know that your cash is working hard for you,
0:29:23 > 0:29:27avoiding rip-offs and shark practice along the way.
0:29:27 > 0:29:29So, we've put it together a booklet of tips and advice
0:29:29 > 0:29:33to help safeguard your hard-earned money.
0:29:33 > 0:29:36You can find a link to the free guide on our website...
0:29:40 > 0:29:42Or, if you want to receive a copy in the post,
0:29:42 > 0:29:44send an A5 self-addressed envelope
0:29:44 > 0:29:48to the address we'll give you right at the end of the programme.
0:29:51 > 0:29:56Here at our pop-up shop in Manchester we've had a fantastic response
0:29:56 > 0:29:59to the weekend of free consumer advice on offer.
0:29:59 > 0:30:04- Gloria, thousands of shoppers here in the Trafford Centre.- I know.
0:30:04 > 0:30:07And have you been amazed at how many of them have come to us with consumer complaints?
0:30:07 > 0:30:10Well, to be honest with you, I didn't really know what to expect
0:30:10 > 0:30:14because we've been talking for weeks about this Rip-Off Britain pop-up shop.
0:30:14 > 0:30:17So, to come to the centre and find our very own shop set up,
0:30:17 > 0:30:20you know, it was really great and then it was a true revelation
0:30:20 > 0:30:23that, on the first morning of our two-day stint,
0:30:23 > 0:30:26we had this enormous queue from about eight in the morning.
0:30:26 > 0:30:31It was wonderful, but it just goes to show, I'm not puffing ourselves up at all, I'm not,
0:30:31 > 0:30:35but what I do think it shows is that people don't know where to go.
0:30:35 > 0:30:39One person who didn't know where to turn to next was Jane.
0:30:39 > 0:30:41She bought a second-hand car
0:30:41 > 0:30:44from what she thought was a reputable dealership.
0:30:44 > 0:30:50I loved it and then a few weeks later I had nothing but problems with the engine, oil consumption
0:30:50 > 0:30:57and in fact this, these things that I'd never actually got told at the point-of-sale
0:30:57 > 0:31:03and its, yeah, it's cost me nearly £1,100 to get it actually fixed from another garage.
0:31:03 > 0:31:08The good news is, because you bought the car second-hand from a dealer
0:31:08 > 0:31:10rather than from a private seller,
0:31:10 > 0:31:13- you actually have the same rights as if you bought a new car.- Right.
0:31:13 > 0:31:17Now, that means that the car has to be of satisfactory quality,
0:31:17 > 0:31:23it must be as it was described and it should also be roadworthy.
0:31:23 > 0:31:26The bad news is that because it's second-hand,
0:31:26 > 0:31:30sometimes it can be harder to demonstrate that the fault was there when you bought it.
0:31:30 > 0:31:34- OK.- What works in your favour is the fact that the car went so wrong
0:31:34 > 0:31:37after such a short length of time, so after a couple of weeks.
0:31:37 > 0:31:41So, what I would suggest is that you get back in touch with the dealer,
0:31:41 > 0:31:45I would suggest you do this by letter or e-mail rather than by telephone,
0:31:45 > 0:31:49and you make a very clear list of exactly what you want.
0:31:49 > 0:31:51I think in terms of getting compensation for the money you spent
0:31:51 > 0:31:54you are a very firm ground.
0:31:54 > 0:31:58If you don't get anywhere then, contact your local Trading Standards
0:31:58 > 0:32:01and get them to take the case on for you
0:32:01 > 0:32:05because they'll have a record of other complaints and that will also strengthen your case.
0:32:05 > 0:32:08Right, OK, thank you so much.
0:32:08 > 0:32:10That was really helpful, actually,
0:32:10 > 0:32:14I'm really pleased I came along and got some good advice from Sarah,
0:32:14 > 0:32:17- so, watch this space! - SHE LAUGHS
0:32:17 > 0:32:21On-the-road costs have featured heavily in our gripe box.
0:32:21 > 0:32:25Even fashion designer Jeff Banks has got a problem.
0:32:25 > 0:32:29The things that drives me absolutely mad are car repairs.
0:32:29 > 0:32:32If you have the slightest scratch or you get a little dent on your car,
0:32:32 > 0:32:36it can happen any time these days because the roads are so congested,
0:32:36 > 0:32:37they just rip you off.
0:32:37 > 0:32:40Petrol prices are extortionate,
0:32:40 > 0:32:44it's disgusting how much they have gone up and I think it's a rip-off.
0:32:44 > 0:32:47Right, my grievance is, when it came to buying car insurance,
0:32:47 > 0:32:51I can't afford to pay upfront, it was about £800,
0:32:51 > 0:32:53so I've got to pay it monthly
0:32:53 > 0:32:57and it turns out I had to pay just over £1,000 cos of the APR on it.
0:32:57 > 0:33:01Even if you weren't able to join us in our advice centre in Manchester
0:33:01 > 0:33:05you do have an opportunity to access further information on our website.
0:33:13 > 0:33:18You know, we really did get some great advice from the experts at our pop-up shop
0:33:18 > 0:33:22and, I have to say, it was terrific to be able to meet so many of you whilst we were there,
0:33:22 > 0:33:26but now let's get back to the perils of parking your car
0:33:26 > 0:33:30and one of your biggest bugbears, clamping.
0:33:30 > 0:33:3455,000 people are clamped in the UK every year
0:33:34 > 0:33:37by an industry that is said to be worth £1 billion
0:33:37 > 0:33:42and it's now more than a year since the government said they would be clamping down on the clampers,
0:33:42 > 0:33:46but there's still no definite date as to when that's going to happen.
0:33:46 > 0:33:48So, in the meantime,
0:33:48 > 0:33:50an awful lot of you are still going to be experiencing what
0:33:50 > 0:33:53has been described as, "highway robbery,"
0:33:53 > 0:33:55just for parking in the wrong place.
0:33:57 > 0:34:01Audrey Ambrose is a retired shopkeeper from Henley
0:34:01 > 0:34:03and she was enjoying a day at the theatre over Christmas
0:34:03 > 0:34:09when one bit of careless parking turned into a car-less evening.
0:34:09 > 0:34:12We tried all the car parks, couldn't get in any of the car parks
0:34:12 > 0:34:17and so we went down to Riverview car park, which also was full,
0:34:17 > 0:34:20but then we saw this parking space.
0:34:20 > 0:34:23I did see a sign, "Lyndean House, private parking,"
0:34:23 > 0:34:26but as it was holiday time, it was the day before New Year's Eve,
0:34:26 > 0:34:30there were no cars there at all and so I parked my car there.
0:34:30 > 0:34:36Unfortunately for Audrey, the clampers were not on holiday.
0:34:36 > 0:34:39When we got back to the car, it was dark and my car had gone.
0:34:39 > 0:34:42There was no car there at all.
0:34:42 > 0:34:45I immediately phoned the police because my car had been stolen,
0:34:45 > 0:34:49there was nothing to say anyone had taken my car.
0:34:49 > 0:34:52The next day Audrey returned to the car park
0:34:52 > 0:34:57to check that she hadn't just mistaken where she parked her car.
0:34:57 > 0:35:02It was only then that I saw the sign saying that there were several charges for parking there
0:35:02 > 0:35:06and also there was a telephone number.
0:35:06 > 0:35:10I phoned the number and they said they had my car.
0:35:10 > 0:35:12I was very relieved when I heard that they had my car.
0:35:12 > 0:35:17Audrey's car had been brought here, to the clampers compound.
0:35:17 > 0:35:19I told the guy that that was my car.
0:35:19 > 0:35:23He said, "Right, I want £465 off you."
0:35:23 > 0:35:27I said, "No," so at this point I was so cross I'm afraid I swore at him
0:35:27 > 0:35:31and he said that because I'd sworn at him he was going to keep the car
0:35:31 > 0:35:35at least three days longer and it would cost me £40 a day.
0:35:35 > 0:35:40At this point, I had no alternative but to apologise.
0:35:40 > 0:35:42I do know I parked in the wrong place
0:35:42 > 0:35:45and I should pay something, but not £465.
0:35:45 > 0:35:47That is utterly ridiculous
0:35:47 > 0:35:50and, to me, I think it's just legalised robbery.
0:35:50 > 0:35:53And while it might sound outrageous,
0:35:53 > 0:35:56the fee she was charged is typical,
0:35:56 > 0:35:59with the average clamp release fee at £112
0:35:59 > 0:36:03and tow away fees usually double that,
0:36:03 > 0:36:07motorists are routinely being charged up to £500 by private companies.
0:36:07 > 0:36:12Edmund King of the AA says that, although there is a licensing system for the clampers,
0:36:12 > 0:36:17there is no regulation at all of their charges.
0:36:17 > 0:36:21The clampers try and get as much money as possible
0:36:21 > 0:36:22out of the motorists.
0:36:22 > 0:36:26Some clampers, we know that after they've clamped someone
0:36:26 > 0:36:29they automatically say, "Oh, we've called the tow truck,
0:36:29 > 0:36:31"that'll be another £100, another £200."
0:36:31 > 0:36:35Other clampers will make up charges,
0:36:35 > 0:36:38"You swore at me, that's another £50." So, this is the problem -
0:36:38 > 0:36:42once they've got a licence, they can still charge what they want,
0:36:42 > 0:36:45they can still fleece the motorists and this is going on all over.
0:36:45 > 0:36:49There needs to be some sort of control with these people,
0:36:49 > 0:36:51they can charge anything they like,
0:36:51 > 0:36:54they're just cashing in on other people's misery.
0:36:55 > 0:36:58Audrey's plea may soon be answered.
0:36:58 > 0:37:00There is a law currently going through Parliament
0:37:00 > 0:37:03which will outlaw clamping on private land.
0:37:03 > 0:37:07It's hoped that it will come into effect in 2012.
0:37:07 > 0:37:11It would actually become a criminal offence for a parking company,
0:37:11 > 0:37:14for a clamper, to clamp someone on private land.
0:37:14 > 0:37:18So, we think that that is a step in the right direction,
0:37:18 > 0:37:22the problem is that the clampers know that their days are numbered
0:37:22 > 0:37:27so they are cashing in before that legislation becomes law
0:37:27 > 0:37:30and that is our concern, that more and more people on a daily basis
0:37:30 > 0:37:32are being clamped and ripped off.
0:37:32 > 0:37:37We asked the company that clamped Audrey to explain their charges,
0:37:37 > 0:37:40but they haven't given us a response.
0:37:40 > 0:37:41So, in the meantime,
0:37:41 > 0:37:46it looks like we all need to keep an eye out for THOSE clampers.
0:37:46 > 0:37:48Well, as you can probably tell,
0:37:48 > 0:37:52one subject that is guaranteed to get our viewers' blood boiling
0:37:52 > 0:37:56is anything at all to do with parking, clamping and towing.
0:37:56 > 0:38:01Expressions like, "extortion and theft", "legalised mugging,"
0:38:01 > 0:38:04"out-of-control," and, "trigger-happy,"
0:38:04 > 0:38:07have all been used to describe certain aspects of the industry,
0:38:07 > 0:38:10so let's see what Patrick Troy of the British Parking Association
0:38:10 > 0:38:12has got to say in defence of them.
0:38:15 > 0:38:18Mr Troy, in Scotland, clamping on private land has been outlawed.
0:38:18 > 0:38:22The government there described it as, "extortion and theft,"
0:38:22 > 0:38:26and motoring organisations in England said certain sections of the industry
0:38:26 > 0:38:31are, "out-of-control," and are involved in, "legalised mugging".
0:38:31 > 0:38:34How comfortable are you being involved with an industry
0:38:34 > 0:38:36that produces that kind of reaction?
0:38:36 > 0:38:39Well, the nature of clamping and removal is such
0:38:39 > 0:38:44that it attracts a range of rogues into the parking sector
0:38:44 > 0:38:46and what I would say is that our members
0:38:46 > 0:38:50are very much not involved in that kind of activity
0:38:50 > 0:38:53and that's because we have in place a code of practice,
0:38:53 > 0:38:55which our members must sign up to
0:38:55 > 0:38:59and they must comply with a variety of different requirements in the code,
0:38:59 > 0:39:04around signage, around the level of charge that they can make.
0:39:04 > 0:39:06So that's all in our code and what we do is
0:39:06 > 0:39:09it's an enforceable code and that's really important
0:39:09 > 0:39:12because we make sure that our members do comply with it
0:39:12 > 0:39:14and, if they don't comply with it,
0:39:14 > 0:39:18then we can take action to either ensure that they do
0:39:18 > 0:39:20or if, ultimately, they don't,
0:39:20 > 0:39:23then we will expel them from our association.
0:39:23 > 0:39:28But that means then that they just go on acting as private companies
0:39:28 > 0:39:33without any kind of authorisation at all to ensure that they, if you like, behave themselves.
0:39:33 > 0:39:37- So they're outside of the law? - That's certainly true in terms...
0:39:37 > 0:39:39That's not protecting the public at all!
0:39:39 > 0:39:44Well, it is, because what the government's put in place in relation to the issue of tickets,
0:39:44 > 0:39:49is they've made the British Parking Association an accredited trade association
0:39:49 > 0:39:53and what that means is that only members of our association
0:39:53 > 0:39:56can access keeper details at DVLA.
0:39:56 > 0:39:59So, there is a bit of a control there if they are issuing tickets,
0:39:59 > 0:40:01but I completely agree with you
0:40:01 > 0:40:04that if they are clamping or towing away there is no control
0:40:04 > 0:40:07and this is what we have been saying to the government for a long time,
0:40:07 > 0:40:08you need to regulate this sector,
0:40:08 > 0:40:14to stop clampers from operating outside of an accredited trade association.
0:40:14 > 0:40:16The last government did listen to that
0:40:16 > 0:40:18and did put on a statute legislation
0:40:18 > 0:40:21which would have required the clamping company to be licensed
0:40:21 > 0:40:27and that licence would have required the clamping operator to comply with the code of practice.
0:40:27 > 0:40:29What's happened is we've had a change of government
0:40:29 > 0:40:31and the current government is not in favour of that solution
0:40:31 > 0:40:33and prefers, instead, to ban clamping
0:40:33 > 0:40:36and that is what they are in the process of doing now.
0:40:36 > 0:40:37Where are we with that at the moment?
0:40:37 > 0:40:40Well, at the moment, the bill which bans clamping
0:40:40 > 0:40:42is going through Parliament.
0:40:42 > 0:40:46We suspect that it will be law this time next year,
0:40:46 > 0:40:51- but there is more to be done and we want to work with the government to achieve that.- Mr Troy, thank you.
0:40:51 > 0:40:53Thank you very much.
0:40:55 > 0:41:00Here at Rip-Off Britain, we're always ready to investigate more of your stories.
0:41:00 > 0:41:01Confused over your bills?
0:41:01 > 0:41:06Trying to wade through never-ending small print that leaves you totally confused?
0:41:06 > 0:41:08I might been stupid for not reading it,
0:41:08 > 0:41:11or I've read it and not took it in.
0:41:11 > 0:41:13I could kick myself, I really could.
0:41:13 > 0:41:16Unsure what to do when you discover you've lost out
0:41:16 > 0:41:20and that great deal has ended up costing you money.
0:41:20 > 0:41:23I thought, "This cannot be true, it is totally unacceptable,"
0:41:23 > 0:41:25I was so angry.
0:41:25 > 0:41:29You might have a cautionary tale of your own
0:41:29 > 0:41:31and will be happy to share the mistakes that you've made with us
0:41:31 > 0:41:33so that others don't do the same.
0:41:33 > 0:41:37No-one knows about this, so this is very, very strange to me
0:41:37 > 0:41:39and I really would like to get this much clearer.
0:41:42 > 0:41:44You can write to us at...
0:41:51 > 0:41:53Or send us an e-mail to...
0:41:56 > 0:42:01The Rip-Off team is ready and waiting to investigate your stories.
0:42:01 > 0:42:04So, that's where we have to leave it,
0:42:04 > 0:42:06but it's clear from the stories we've heard today
0:42:06 > 0:42:12that, when parking your car, it always pays to double and triple check any signs whatsoever,
0:42:12 > 0:42:16to avoid ending up with a huge penalty or, even worse, getting clamped.
0:42:16 > 0:42:19Too true, because even if you think you've parked somewhere legal,
0:42:19 > 0:42:24getting it wrong really can cost you dear, so watch out for those signs.
0:42:24 > 0:42:28The print may be small, but the consequence can be huge.
0:42:28 > 0:42:31That old small print trick again, isn't it? So, do join us again,
0:42:31 > 0:42:34when we're going to looking into even more of your stories
0:42:34 > 0:42:36and showing you how to avoid being ripped off.
0:42:36 > 0:42:40- So, until next time, bye-bye.- Bye. - Thanks for your company, bye-bye.
0:42:58 > 0:43:01Subtitles by Red Bee Media Ltd
0:43:01 > 0:43:04E-mail subtitling@bbc.co.uk