0:00:02 > 0:00:06We ask 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've done.
0:00:09 > 0:00:13The bank piles charges upon charges, upon charges, upon charges...
0:00:13 > 0:00:15Legally it was right, morally...
0:00:15 > 0:00:18that's where the question and doubt comes in my view.
0:00:18 > 0:00:21And you contacted us in your thousands,
0:00:21 > 0:00:24by post, e-mail,
0:00:24 > 0:00:26even stopping us in the streets.
0:00:26 > 0:00:28And the message couldn't be clearer...
0:00:28 > 0:00:31You don't always get a straight answer. They try and fob you off.
0:00:31 > 0:00:32Not happy at all.
0:00:32 > 0:00:34There's always that very small print with a clause
0:00:34 > 0:00:36you didn't realise.
0:00:36 > 0:00:38We'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 > 0:00:46'we'll find out why you're out of pocket, and indeed,
0:00:46 > 0:00:48'what you can do about it.'
0:00:48 > 0:00:51Keep asking the questions, keep... go to the top if you have to.
0:00:51 > 0:00:55We do get results, I mean, that's the interesting thing.
0:00:55 > 0:00:57'Your stories, your money.
0:00:57 > 0:00:58'This is Rip-Off Britain.'
0:01:00 > 0:01:02Hello and welcome to Rip-Off Britain,
0:01:02 > 0:01:04the series in which we
0:01:04 > 0:01:06work tirelessly to assist you,
0:01:06 > 0:01:09the consumer, to get a fair deal
0:01:09 > 0:01:12and we hope we're able to help you avoid being ripped-off, don't we?
0:01:12 > 0:01:16Absolutely! You've been sending letters and e-mails asking for help,
0:01:16 > 0:01:19and we've also been out and about to hear from you,
0:01:19 > 0:01:20face-to-face.
0:01:20 > 0:01:23You know, one topic that comes up time and time again,
0:01:23 > 0:01:27is when you feel that paperwork, you know, contracts, bills and so on,
0:01:27 > 0:01:31are not fully explained, leaving you feeling most confused.
0:01:31 > 0:01:35Now, in turn, this can often lead you into making bad decisions,
0:01:35 > 0:01:38and above all, costing you money.
0:01:38 > 0:01:40Also coming up on today's show,
0:01:40 > 0:01:44this man spent nearly £6000 on hearing aids
0:01:44 > 0:01:48that he says he can barely use.
0:01:48 > 0:01:51Could he have got a better one free?
0:01:51 > 0:01:54I thought, tops, it would be 2,000,
0:01:54 > 0:01:57instead of which it was nearly six!
0:01:57 > 0:02:01And more from the Rip-Off Britain pop-up shop.
0:02:01 > 0:02:05Now, making sure that you get a good deal on every purchase you make,
0:02:05 > 0:02:06is pretty tricky.
0:02:06 > 0:02:09You may have been tempted by what seemed, at the time,
0:02:09 > 0:02:10like a really good offer,
0:02:10 > 0:02:13or even persuaded by a convincing sales pitch,
0:02:13 > 0:02:16but either way, it's sometimes not until much later,
0:02:16 > 0:02:19that you find out the deal you ended up with,
0:02:19 > 0:02:22is nowhere near as good as you first thought.
0:02:22 > 0:02:25Which is exactly what happened to our next viewer.
0:02:28 > 0:02:31A peaceful retirement on the Kent coast.
0:02:31 > 0:02:33That's what Sally Croft had in mind,
0:02:33 > 0:02:36when along with her husband Neil,
0:02:36 > 0:02:38she moved here to the Isle of Sheppey.
0:02:40 > 0:02:43We bought into the site in 2004.
0:02:43 > 0:02:46We saw an advert in the paper which looked very appealing.
0:02:46 > 0:02:50Retirement homes etc, new buildings going to be built,
0:02:50 > 0:02:53it was to your specifications,
0:02:53 > 0:02:56two-bedroom, three-bedroom, four-bedroom.
0:02:56 > 0:02:58It all sounded absolutely wonderful.
0:02:58 > 0:03:03So wonderful that the Crofts spent £100,000
0:03:03 > 0:03:05on this four-bedroom bungalow,
0:03:05 > 0:03:09part of the Saddlebrook Park complex in Leysdown-On-Sea.
0:03:09 > 0:03:11We was assured that we didn't need a solicitor
0:03:11 > 0:03:14to buy on here,
0:03:14 > 0:03:17the site would do everything for us, everything, so we didn't
0:03:17 > 0:03:19need the expense of a solicitor,
0:03:19 > 0:03:22because it was private ground and they was building all these
0:03:22 > 0:03:26residential homes, they was going to do everything for us.
0:03:26 > 0:03:28But not taking advice
0:03:28 > 0:03:30is a decision they now regret,
0:03:30 > 0:03:34because things weren't as straightforward as first seemed.
0:03:34 > 0:03:37It turned out they'd bought a home they weren't allowed
0:03:37 > 0:03:40to live in, all year round.
0:03:40 > 0:03:44That's because, according to local planning regulations,
0:03:44 > 0:03:48Saddlebrook Park is classified as non-residential.
0:03:48 > 0:03:50It's regarded as holiday accommodation,
0:03:50 > 0:03:52so the properties can only be occupied
0:03:52 > 0:03:55for eight months of the year.
0:03:55 > 0:03:57But the Crofts bought their bungalow
0:03:57 > 0:03:59on the understanding that plans
0:03:59 > 0:04:02to develop the park, would change all that.
0:04:02 > 0:04:04And they say the site's previous owners
0:04:04 > 0:04:08assured them that everything was being sorted with the council.
0:04:08 > 0:04:13They sold us a residential retirement home.
0:04:13 > 0:04:17All the plans had been put in to the council for extended,
0:04:17 > 0:04:20because originally it was a holiday park, originally...
0:04:20 > 0:04:23erm...all the plans had gone in for residential,
0:04:23 > 0:04:27so we could live in here for 12 months of the year.
0:04:27 > 0:04:30But according to Swale Borough Council,
0:04:30 > 0:04:32no such plans were ever submitted,
0:04:32 > 0:04:35so every year, as the end of October approaches,
0:04:35 > 0:04:38the Crofts face the same fear.
0:04:38 > 0:04:43The four months during the course of the winter is a very worrying time
0:04:43 > 0:04:46and we're always faced with the fact we could pull into the gates
0:04:46 > 0:04:49one day and they'd be closed and we'd not be able to get in.
0:04:49 > 0:04:52We so look forward to 1 March
0:04:52 > 0:04:55when we're officially legal again.
0:04:55 > 0:04:59Sally and Neil have lived with this crippling uncertainty
0:04:59 > 0:05:03for six years, and for some of their neighbours, it's been even longer.
0:05:03 > 0:05:06I paid 10,000 extra to be beside a lake.
0:05:06 > 0:05:08Sandra Anderson moved in eight years ago,
0:05:08 > 0:05:11days before the winter started,
0:05:11 > 0:05:13although at the time,
0:05:13 > 0:05:16she had no idea that winter was even an issue.
0:05:16 > 0:05:20We came down here in October 27, 2003,
0:05:20 > 0:05:25and I was not given any form of paperwork
0:05:25 > 0:05:29until July of 2004.
0:05:29 > 0:05:33My understanding of the whole thing was that we were sold
0:05:33 > 0:05:34a residential park,
0:05:34 > 0:05:38you know, that was for the 12 months, this was our home.
0:05:38 > 0:05:42Sandra is keen to sell up and move on,
0:05:42 > 0:05:45but even if she could find a buyer,
0:05:45 > 0:05:47she'd be unlikely to get anything like
0:05:47 > 0:05:50the £120,000 she originally paid.
0:05:50 > 0:05:53I would say, at the moment,
0:05:55 > 0:05:57I might struggle
0:05:57 > 0:06:00at getting 60,
0:06:00 > 0:06:01if that.
0:06:01 > 0:06:05We've done a lot in here, because this is our home,
0:06:05 > 0:06:08and this is where we live.
0:06:08 > 0:06:10We love our home
0:06:10 > 0:06:13and we love this little bit round it,
0:06:13 > 0:06:15but we actually hate the park,
0:06:15 > 0:06:17and we haven't got a lot of feelings
0:06:17 > 0:06:19for the people who did it to us, either.
0:06:19 > 0:06:24Someone who's all too aware of the problems these residents face,
0:06:24 > 0:06:27is local MP Gordon Henderson.
0:06:27 > 0:06:29There are a number of people
0:06:29 > 0:06:33who have bought holiday homes
0:06:33 > 0:06:37on Sheppey, who did so, believing they were entitled
0:06:37 > 0:06:39to all year round occupation,
0:06:39 > 0:06:43only to discover at a later date,
0:06:43 > 0:06:46actually they had to get out after eight months.
0:06:46 > 0:06:49My very strong advice is, first of all,
0:06:49 > 0:06:51before parting with a penny of their money,
0:06:51 > 0:06:54they should take legal advice and make sure they see
0:06:54 > 0:06:58a copy of the contract before they actually go out
0:06:58 > 0:06:59and buy anything.
0:06:59 > 0:07:02So why were these homes sold to people
0:07:02 > 0:07:05who wanted to live there all year round?
0:07:05 > 0:07:09We asked Saddlebrook Park's former owners Warden Bay Leisure,
0:07:09 > 0:07:13who ran the site when the Crofts and Sandra bought properties.
0:07:13 > 0:07:15They didn't want to comment,
0:07:15 > 0:07:19but claimed that everyone saw leases before they moved in,
0:07:19 > 0:07:21which of course,
0:07:21 > 0:07:23is not what the residents have told us.
0:07:23 > 0:07:27Saddlebrook Park has since been taken over by a different company,
0:07:27 > 0:07:31who told us that they'd like residents to be able to
0:07:31 > 0:07:35live there full-time, but this would require a special licence.
0:07:35 > 0:07:39They've told us they are discussing it with the Council.
0:07:39 > 0:07:41But, for now,
0:07:41 > 0:07:45many residents are well and truly stuck,
0:07:45 > 0:07:48desperate to leave, but unable to afford a huge
0:07:48 > 0:07:52drop in the price of their properties if they were to sell now.
0:07:52 > 0:07:55Six of us has have put in
0:07:55 > 0:07:59for residency with the council ourselves, so we're
0:07:59 > 0:08:02just keeping our fingers crossed that something will come of that.
0:08:02 > 0:08:05So hopefully, at the end of the day,
0:08:05 > 0:08:08we will finally get residency
0:08:08 > 0:08:11that we can sleep at night, in our beds, properly,
0:08:11 > 0:08:13through the winter.
0:08:15 > 0:08:18Big companies don't always make things easy to understand
0:08:18 > 0:08:20and it can be confusing trying
0:08:20 > 0:08:24to work out why you haven't ended up with what you expected.
0:08:24 > 0:08:26So if you feel bogged down
0:08:26 > 0:08:29and don't know exactly what to do, we have put together a booklet
0:08:29 > 0:08:33of tips and advice you can find the link to the free guide
0:08:33 > 0:08:37on our web-site: bbc.co.uk/rip off Britain.
0:08:38 > 0:08:41Or if you want to receive a copy in the post
0:08:41 > 0:08:43send an A5 self-addressed envelope
0:08:43 > 0:08:46to the address we give you right at the end of the programme.
0:08:49 > 0:08:53Next: No one wants to hand over hard-earned cash
0:08:53 > 0:08:56for something you can actually get for free.
0:08:56 > 0:08:58But that is exactly what's been happening
0:08:58 > 0:09:00with the sale of hearing aids,
0:09:00 > 0:09:02according to an investigation by Which? magazine
0:09:02 > 0:09:05and the Royal National Institute for the Deaf,
0:09:05 > 0:09:07which is the UK's largest charity
0:09:07 > 0:09:09for people with hearing loss and deafness.
0:09:09 > 0:09:13Which? revealed that shops can often charge massive amounts
0:09:13 > 0:09:15for products that are actually
0:09:15 > 0:09:17available free on the NHS
0:09:17 > 0:09:21and that report backs up what happened to Norman Squire.
0:09:21 > 0:09:23He contacted us at Rip Off Britain
0:09:23 > 0:09:29after being sold a hearing aid that ended up costing nearly £6,000.
0:09:31 > 0:09:36Norman Squire's hearing had served him pretty well until 2010,
0:09:36 > 0:09:41when, aged 92, he noticed that he was starting to struggle a little.
0:09:41 > 0:09:43I keep asking people to repeat things.
0:09:43 > 0:09:47Somebody's got something to tell you and there's a punchline
0:09:47 > 0:09:51and you miss that, so you say, "Beg your pardon?"
0:09:51 > 0:09:55So they keep telling me I need a hearing aid.
0:09:55 > 0:09:59Norman's friend, Chris, was surprised his hearing was failing.
0:10:00 > 0:10:05I've never had trouble having a conversation with him.
0:10:05 > 0:10:06I think I've got the advantage
0:10:06 > 0:10:10of having worked with the deaf, that I'm used to speaking clearly,
0:10:10 > 0:10:13which is a benefit to Norman.
0:10:13 > 0:10:19Though his problems seemed slight, Norman was pleased when one day a leaflet came through his door
0:10:19 > 0:10:22from a chain of shops selling hearing aids, called Hidden Hearing.
0:10:22 > 0:10:28They had a local branch, so he popped along to see what they would advise.
0:10:28 > 0:10:32They offered me a hearing aid to try and put in me ear
0:10:32 > 0:10:34and it was like a big marble.
0:10:34 > 0:10:37So he said, "All right, try this one."
0:10:37 > 0:10:39And he fits this one in.
0:10:39 > 0:10:44And there was nothing else, nothing else was forthcoming.
0:10:44 > 0:10:46So I don't know if they make anything else.
0:10:46 > 0:10:49Norman agreed to buy two gadgets there and then,
0:10:49 > 0:10:52but was surprised to find how much it cost.
0:10:54 > 0:10:57I did have a friend who said they'd paid £2,000.
0:10:57 > 0:11:00So I thought at tops it would be 2,000.
0:11:02 > 0:11:04Instead of which it was nearly six.
0:11:06 > 0:11:10Norman didn't have £6,000, but he was able to spread out the cost
0:11:10 > 0:11:12with a finance agreement
0:11:12 > 0:11:13that the shop arranged for him.
0:11:15 > 0:11:19The name Hidden Hearing does suggest the shop specialises
0:11:19 > 0:11:21in discreet devices.
0:11:22 > 0:11:26Norman says he wasn't particularly concerned with how his looked,
0:11:26 > 0:11:28so long as it worked.
0:11:28 > 0:11:33But the small size of the aids immediately became an issue for him.
0:11:36 > 0:11:38Well the main problem I suppose
0:11:38 > 0:11:42is that it's a fiddling little thing to mess about with.
0:11:43 > 0:11:48- I can get them in. - It takes a long time, doesn't it?
0:11:48 > 0:11:55I think the aid and its fittings are too small for Norman,
0:11:55 > 0:11:58because his hands are big and he has arthritis.
0:11:58 > 0:12:01After months of practice, Norman began to find it easier
0:12:01 > 0:12:04to put the hearing aid in,
0:12:04 > 0:12:09but as far as he was concerned, there was another problem.
0:12:09 > 0:12:12Well on two or three occasions that little piece on the end
0:12:12 > 0:12:14that goes right down into your ear,
0:12:14 > 0:12:20it just didn't come out with the res of it when you took them off.
0:12:21 > 0:12:25It was starting to look like Norman had spent £6,000 on hearing aids
0:12:25 > 0:12:27that were not necessarily the most
0:12:27 > 0:12:32suitable for him and it's money he may have needed to spend,
0:12:32 > 0:12:36because the NHS can give similar aids for free.
0:12:36 > 0:12:39Norman hadn't known that
0:12:39 > 0:12:42and Hidden Hearing certainly didn't tell him.
0:12:42 > 0:12:44So would he have been eligible?
0:12:44 > 0:12:46We have arranged for audiologist Crystal Rolfe to check.
0:12:49 > 0:12:53OK, Norman, I'm going to start off by having a look in your ears, OK?
0:12:54 > 0:12:56One of the most important things to check
0:12:56 > 0:12:59is whether that person will be able to fit it into their ear,
0:12:59 > 0:13:01what their dexterity of their hands is like,
0:13:01 > 0:13:03because hearing aids can be difficult to get in.
0:13:03 > 0:13:06What I'm just going to do is just press the button for me
0:13:06 > 0:13:08every time you hear a sound.
0:13:08 > 0:13:12Norman would certainly be eligible for an NHS hearing aid,
0:13:12 > 0:13:13based on the tests we did
0:13:13 > 0:13:17and talking to him about his dexterity in his fingers,
0:13:17 > 0:13:20I'd recommend the normal sized hearing aids behind his ear,
0:13:20 > 0:13:22maybe not one of the very small ones,
0:13:22 > 0:13:24just to make it easier for him to hold.
0:13:24 > 0:13:28And you can get a couple of different designs I've got here,
0:13:28 > 0:13:31on the NHS that would be suitable for you.
0:13:31 > 0:13:34Whenever Norman has called into the shop and mentioned his concerns,
0:13:34 > 0:13:39the staff have offered to fit his hearing aids for him.
0:13:39 > 0:13:42But if he had to do that every time he has trouble,
0:13:42 > 0:13:44it would mean a special trip into town.
0:13:46 > 0:13:50We contacted Hidden Hearing on Norman's behalf.
0:13:50 > 0:13:53They insist his assessment met all required standards
0:13:53 > 0:13:54and good practice
0:13:54 > 0:13:58and the hearing aids he bought were believed appropriate.
0:13:59 > 0:14:02They say it would have been up to Norman's doctor
0:14:02 > 0:14:04to explain he was eligible for an NHS one.
0:14:04 > 0:14:07But in any way case, the particular model he got
0:14:07 > 0:14:10would not have been available that way
0:14:10 > 0:14:14and they claim they don't have any record of any complaint.
0:14:14 > 0:14:18Although Norman insists he has raised it with staff at the shop.
0:14:19 > 0:14:22Last year, Which? carried out an investigation
0:14:22 > 0:14:25into a variety of shops selling hearing aids.
0:14:25 > 0:14:28A third of the total number of stores they visited
0:14:28 > 0:14:32were considered to have poor clinical assessments.
0:14:32 > 0:14:34And one of the other high street chains
0:14:34 > 0:14:36even risked breaking the law,
0:14:36 > 0:14:38by giving misleading information about the NHS
0:14:38 > 0:14:41in order to promote their own products.
0:14:43 > 0:14:46Meanwhile Hidden Hearing say they're happy to discuss
0:14:46 > 0:14:50changing Norman's hearing aids for a different model,
0:14:50 > 0:14:53which could stop him worrying his expensive purchase
0:14:53 > 0:14:57will end up in the back of a drawer gathering dust.
0:14:57 > 0:15:01You lose confidence in them and don't bother to put them on,
0:15:01 > 0:15:05which is a blatant waste of money, isn't it?
0:15:06 > 0:15:09So for Norman it's been an expensive lesson
0:15:09 > 0:15:12and he certainly feels let down by Hidden Hearing
0:15:12 > 0:15:17and wishes he had never purchased his hearing aid from them at all.
0:15:17 > 0:15:20Next time he's going to go straight to the NHS.
0:15:20 > 0:15:22Well Angela King from Action Hearing Loss,
0:15:22 > 0:15:25has some advice on buying a hearing aid.
0:15:25 > 0:15:27And other issues to look out for.
0:15:28 > 0:15:29If you're having difficulty hearing,
0:15:29 > 0:15:32there is one thing you can do straightaway without any fuss,
0:15:32 > 0:15:35and that is take the Action On Hearing Loss hearing check
0:15:35 > 0:15:38and you can find details on our web-site.
0:15:40 > 0:15:42If you need full hearing tests
0:15:42 > 0:15:46to find out what the problem is, you have got two options.
0:15:46 > 0:15:49You can either get your GP to arrange for you
0:15:49 > 0:15:51to have those tests through the NHS.
0:15:51 > 0:15:55Or you can go privately to a high street hearing aid dispenser.
0:15:56 > 0:16:00If you're buying privately, make sure you can have a money back guarantee.
0:16:00 > 0:16:03That means that you will have at least 28 days
0:16:03 > 0:16:05to try out your hearing aids
0:16:05 > 0:16:10and you can return them within that time if they're really not suitable.
0:16:10 > 0:16:13Or it may be possible for them to be adjusted to suit you better.
0:16:16 > 0:16:18Be wary of advertising claims,
0:16:18 > 0:16:23because no hearing aid, however clever the technology,
0:16:23 > 0:16:25can actually restore perfect hearing.
0:16:28 > 0:16:30If you're thinking of getting your hearing aids through the NHS,
0:16:30 > 0:16:33the waiting times are now quite short
0:16:33 > 0:16:36between GP referral and actually having your hearing aids.
0:16:36 > 0:16:38And they're of really good quality
0:16:38 > 0:16:41and will make a real difference to your daily life.
0:16:44 > 0:16:46Still to come on Rip Off Britain:
0:16:46 > 0:16:49We asked you to tell us about the rip offs that have affected you
0:16:49 > 0:16:51and your response was huge.
0:16:51 > 0:16:55Hundreds of you took the time to visit us at our pop up shop,
0:16:55 > 0:16:57where we heard even more stories
0:16:57 > 0:17:00about things which don't seem to have been properly explained.
0:17:00 > 0:17:02At this stage it is probably worth
0:17:02 > 0:17:05picking up with Trading Standards, Citizens' Advice Bureau,
0:17:05 > 0:17:06get them on board.
0:17:10 > 0:17:13Now for many of you, your house will be the most valuable asset
0:17:13 > 0:17:16to pass on to your children when you die.
0:17:16 > 0:17:17But an increasing number of us
0:17:17 > 0:17:21worry that as we get older, we may need to pay for some sort of care
0:17:21 > 0:17:25and selling our house might be the only way to cover the cost.
0:17:25 > 0:17:26So what if somebody told you
0:17:26 > 0:17:30that there was a way to safeguard some of the value of your house?
0:17:30 > 0:17:32Harold and Joan Torkington believed
0:17:32 > 0:17:35such a deal would give them peace of mind.
0:17:36 > 0:17:39Joan Torkington has been a member
0:17:39 > 0:17:42of the Hazelgrove Ladies Club for 50 years.
0:17:42 > 0:17:45Once a week she and her friends meet for a chat
0:17:45 > 0:17:48and to enjoy the guest speakers.
0:17:48 > 0:17:51In the spring of 2011, one such speaker
0:17:51 > 0:17:54was from a firm called National Legal Assistance.
0:17:54 > 0:17:56He explained to Joan and her friends
0:17:56 > 0:17:59that people with assets such as property or savings
0:17:59 > 0:18:04usually have to pay for any care needed in their old age.
0:18:04 > 0:18:07But if they signed up to something called a family property trust,
0:18:07 > 0:18:11it would mean their homes would be protected.
0:18:11 > 0:18:15I thought, well, this is right, if I'm taken into a home,
0:18:15 > 0:18:21they won't be able to take my house off me, and good idea.
0:18:21 > 0:18:25Joan hurried home to tell her husband, Harold.
0:18:25 > 0:18:28Both liked the sound of it, as they were keen to protect
0:18:28 > 0:18:31their home and savings for their children and grandchildren.
0:18:31 > 0:18:36We didn't wanted to be cheated out of our house.
0:18:36 > 0:18:40Other people who didn't have quite as much money
0:18:40 > 0:18:42were going to get paid for
0:18:42 > 0:18:45and we'd paid our taxes and dues
0:18:45 > 0:18:49over the years, and it didn't seem fair.
0:18:49 > 0:18:53The Torkingtons asked a representative from the company
0:18:53 > 0:18:56to visit to give them more information.
0:18:56 > 0:19:02He said it puts a complete ring fence round everything you own.
0:19:04 > 0:19:08And in effect it no longer belongs to you.
0:19:10 > 0:19:16It belongs to the people in the will you're leaving all your estate to.
0:19:18 > 0:19:25He said, although you can spend it, you can sell your house,
0:19:25 > 0:19:33and change and get a smaller house, all we will do - that's them -
0:19:33 > 0:19:36we'll put the smaller house into the ring fence
0:19:36 > 0:19:38and that will be included.
0:19:40 > 0:19:42Such trusts can be complicated,
0:19:42 > 0:19:47so we asked solicitor, Gary Rycroft to explain exactly how they work.
0:19:47 > 0:19:50A property trust is an arrangement
0:19:50 > 0:19:54where the owners of a property transfer ownership from themselves
0:19:54 > 0:19:56to a separate trust arrangement.
0:19:56 > 0:19:58So they no longer own the property themselves.
0:19:58 > 0:20:02It's useful if you're concerned about care home fees,
0:20:02 > 0:20:05because you can transfer the ownership of the property you live in
0:20:05 > 0:20:07into a separate trust arrangement.
0:20:07 > 0:20:11This means that if you are assessed for the cost of care fees,
0:20:11 > 0:20:16you don't have to declare ownership of the house that you're living in.
0:20:16 > 0:20:18It all seemed to make sense to Joan and Harold
0:20:18 > 0:20:20and they agreed to sign up.
0:20:23 > 0:20:26He said the whole thing would take five or six weeks.
0:20:26 > 0:20:29Obviously it would cost a bit.
0:20:30 > 0:20:37But in our case when he totted it all up, he could do it for £2,395.
0:20:40 > 0:20:47Initially I thought, "My God, you can get your will for £300."
0:20:47 > 0:20:51But thinking about it, I thought, yeah, and we agreed.
0:20:51 > 0:20:56But after sleeping on it and studying the paperwork further,
0:20:56 > 0:21:00the Torkingtons started to have second thoughts.
0:21:00 > 0:21:03They called their bank to put a stop to the cheque they had signed.
0:21:04 > 0:21:09He says, "I'm sorry we can't cancel it, it's already been cashed."
0:21:10 > 0:21:16And I said, "But that's silly, how can that possibly be?
0:21:16 > 0:21:20It's usually three to five days before a cheque is honoured."
0:21:22 > 0:21:23"Yes, well...
0:21:25 > 0:21:28"they happen to use the same bank."
0:21:30 > 0:21:32And they cashed it without question.
0:21:32 > 0:21:37The Torkingtons then contacted National Legal Assistance directly.
0:21:37 > 0:21:42Harold was told if he returned the cancellation form within seven days,
0:21:42 > 0:21:44they would get their money back.
0:21:44 > 0:21:47So he sent it by registered post and waited.
0:21:49 > 0:21:51And waited.
0:21:51 > 0:21:52Nothing happened.
0:21:54 > 0:21:57So he got back in touch.
0:21:57 > 0:21:59They'd received our cancellation,
0:21:59 > 0:22:02but the computer in the accounts department had broken down
0:22:02 > 0:22:07and they were running late and bear with them and all the rest of it.
0:22:07 > 0:22:10The Torkingtons didn't know what to do next
0:22:10 > 0:22:13and that is when they contacted Rip Off Britain.
0:22:13 > 0:22:15We've discovered on average
0:22:15 > 0:22:19you should expect to pay £500 for a property trust.
0:22:19 > 0:22:25Far less than the £2,395 Harold and Joan had paid up.
0:22:29 > 0:22:31If I'd known that in the first place,
0:22:31 > 0:22:34or had any idea that was the going rate,
0:22:34 > 0:22:36the fella wouldn't have had a chance.
0:22:37 > 0:22:39I'd have reported him
0:22:39 > 0:22:43as soon as he tried to sell me something for 2,395.
0:22:43 > 0:22:45Not only that, but solicitor Gary Rycroft believes the couple
0:22:45 > 0:22:50should never have been offered the trust in the first place.
0:22:50 > 0:22:51The thing about property trusts
0:22:51 > 0:22:53is it's better to do them sooner rather than later.
0:22:53 > 0:22:56In this case, if the couple had gone into care
0:22:56 > 0:22:59within six or 12 months of making the gift,
0:22:59 > 0:23:02then there was a significant risk
0:23:02 > 0:23:04the local would overturn the gift.
0:23:04 > 0:23:07And in that case, the fees they had paid to set up the property trust
0:23:07 > 0:23:09would have been wasted.
0:23:10 > 0:23:12I think the point is that it is risky
0:23:12 > 0:23:15and so if you're entering into this kind of arrangement,
0:23:15 > 0:23:18the risk needs to be pointed out to you.
0:23:18 > 0:23:20We contacted National Legal Assistance,
0:23:20 > 0:23:23but have had no response from them.
0:23:23 > 0:23:26Which perhaps isn't surprising.
0:23:26 > 0:23:29It's part of a company that has been officially wound up
0:23:29 > 0:23:30by the Insolvency Service
0:23:30 > 0:23:34after concerns were raised about their sales techniques
0:23:34 > 0:23:35and business conduct.
0:23:35 > 0:23:39It's unclear where this leaves customers like Joan and Harold,
0:23:39 > 0:23:41and there are lots of them.
0:23:41 > 0:23:44It's known the companies closed down by the Insolvency Service
0:23:44 > 0:23:47made more than £1 million in sales.
0:23:50 > 0:23:52You can only put it down to experience,
0:23:52 > 0:23:56but they're experiences that we don't need at our age.
0:23:58 > 0:24:02And it's, you know, our time for...
0:24:04 > 0:24:08- Wasted three month of our life really.- Yeah!
0:24:08 > 0:24:12Nothing's happened, only arguments.
0:24:12 > 0:24:16The money doesn't really matter.
0:24:16 > 0:24:19- We've written it off.- It's the principle.- It's the principle.
0:24:23 > 0:24:26Opening up our very own pop-up shop on Rip Off Britain
0:24:26 > 0:24:29has turned out to be a wonderful idea.
0:24:29 > 0:24:31So many people have turned up.
0:24:31 > 0:24:33We have all the experts and we're very happy to help.
0:24:37 > 0:24:40It's been great to meet people face to face.
0:24:40 > 0:24:44BBC Learning have been helping people improve their maths,
0:24:44 > 0:24:46which should help avoid those rip offs.
0:24:46 > 0:24:48And our experts have been pointing people in the right direction,
0:24:48 > 0:24:49like John and Jane Lamb
0:24:49 > 0:24:55who want advice on broadband from phone expert Mike Wilson
0:24:55 > 0:24:57about an unwanted TV package.
0:24:57 > 0:25:01So obviously you had your broadband and phone with this provider
0:25:01 > 0:25:05and then just out of the blue they sent you this TV box to add on.
0:25:05 > 0:25:08- Yeah.- And then instantly started taking the direct debit as well?- Yes.
0:25:08 > 0:25:09Just extended it, didn't they?
0:25:09 > 0:25:12They changed the amount you actually originally paid.
0:25:12 > 0:25:15The box has been returned, I've sent to cancel the direct debit,
0:25:15 > 0:25:17to stop them taking any more money off me.
0:25:17 > 0:25:20Well that also meant cancelling me broadband as well.
0:25:20 > 0:25:22It sounds like you have had a case on your hands
0:25:22 > 0:25:25and what you can go back to them and say, "I've not had a contract."
0:25:25 > 0:25:27"If you'd have sent me a contract..."
0:25:27 > 0:25:30As a consumer you would have had 14 days to cancel at that stage.
0:25:30 > 0:25:34That's not happened, so they've not given you that opportunity.
0:25:34 > 0:25:37I'd say it is worth picking up with the likes of Trading Standards,
0:25:37 > 0:25:40Citizen's Advice Bureau,
0:25:40 > 0:25:42make sure you keep hold of all the documentation,
0:25:42 > 0:25:45keep an account of everything you're paying and have done
0:25:45 > 0:25:47since the issue arose in the first place.
0:25:47 > 0:25:49Follow up with Trading Standards,
0:25:49 > 0:25:51if you don't get any joy, you can escalate it
0:25:51 > 0:25:54to two people within the communications industry.
0:25:54 > 0:25:56You can go to a group called CISAS.org.uk.
0:25:56 > 0:26:01And they are the Communications And Internet Service Authority.
0:26:01 > 0:26:03You can also go to the ombudsman's service as well.
0:26:03 > 0:26:05Without a shadow of a doubt you're in the right here.
0:26:05 > 0:26:07Make sure you stand up for yourselves
0:26:07 > 0:26:10and make sure they give you a full refund.
0:26:10 > 0:26:13Remain persistent and get the money back you're owed.
0:26:14 > 0:26:15Very good advice.
0:26:15 > 0:26:19How to complain successfully has come up time and time again
0:26:19 > 0:26:20in our pop-up shop
0:26:20 > 0:26:23as our Rip Off researchers have been telling us.
0:26:23 > 0:26:28What about the general sense that people, it's not that they don't know how to complain,
0:26:28 > 0:26:31they do complain, but they never get any satisfaction -
0:26:31 > 0:26:34has that been something that has come up?
0:26:34 > 0:26:37Yes, a lot of people seem to think that it takes too long to complain.
0:26:37 > 0:26:40You're having to complain over and over again
0:26:40 > 0:26:43to different people every time you speak to a company.
0:26:43 > 0:26:46I've spoken to a lot of people today who have found
0:26:46 > 0:26:50that they do want to complain but they don't have the time to do it.
0:26:50 > 0:26:52A lot of people coming in today
0:26:52 > 0:26:54have exhausted every possible option
0:26:54 > 0:26:56that they think is available to them
0:26:56 > 0:26:58so speaking to our experts today
0:26:58 > 0:27:01has really fired them up again to fight these big companies.
0:27:03 > 0:27:05For more tips on how to fight back,
0:27:05 > 0:27:11if you feel you've been ripped off, do visit our website at:
0:27:16 > 0:27:19Next, a couple who did everything they could
0:27:19 > 0:27:23to plan for their family's future but it still went completely wrong.
0:27:23 > 0:27:27Roger and Francois wanted to leave their children
0:27:27 > 0:27:30financially secure and avoid them being hit by inheritance tax.
0:27:30 > 0:27:34So, they took advice on the best products available.
0:27:34 > 0:27:36But 10 years later,
0:27:36 > 0:27:38they were told the value of what they had bought
0:27:38 > 0:27:41had plummeted and suddenly, it wasn't worth
0:27:41 > 0:27:44anything like what they thought they had been guaranteed.
0:27:48 > 0:27:52I think it's very important to prepare for the future.
0:27:52 > 0:27:55One reads every day in the press about
0:27:55 > 0:28:00the huge numbers of people who die without having a will
0:28:00 > 0:28:03or having made plans for their children or grandchildren.
0:28:03 > 0:28:06Like many parents, Roger Middleton and his wife Francois
0:28:06 > 0:28:08planned to leave all their assets, mainly the house,
0:28:08 > 0:28:12to their three children, divided equally between them.
0:28:12 > 0:28:14When we took out the initial mortgage,
0:28:14 > 0:28:19we had an insurance policy which was running in tandem with it.
0:28:19 > 0:28:23And when the mortgage was cleared, we reviewed that.
0:28:25 > 0:28:27They were worried about how their children would pay
0:28:27 > 0:28:29any inheritance tax on their estate
0:28:29 > 0:28:33so 12 years ago, they took out a whole of life insurance policy
0:28:33 > 0:28:34with Scottish Provident.
0:28:34 > 0:28:38It had a face value of £160,000
0:28:38 > 0:28:41and would pay out when both the Middletons had died.
0:28:42 > 0:28:45One wanted to make sure
0:28:45 > 0:28:48that we were leaving financial matters as tidy as possible
0:28:48 > 0:28:51and giving as much protection as possible to our children.
0:28:51 > 0:28:55Though the premiums increased slightly each year
0:28:55 > 0:28:58for the next 10 years, Roger and Francois knew this meant
0:28:58 > 0:29:00the payout would keep pace with inflation
0:29:00 > 0:29:04and hoped it would be a huge help to their children in the future.
0:29:04 > 0:29:06We were feeling very good about it.
0:29:06 > 0:29:09We continued to pay our premiums each year.
0:29:09 > 0:29:11We eventually managed to get out of them
0:29:11 > 0:29:14that at the current valuation,
0:29:14 > 0:29:18it was worth 243,000 in round terms.
0:29:18 > 0:29:21So, we felt pretty good about that.
0:29:21 > 0:29:23But not long after that new valuation,
0:29:23 > 0:29:25the couple were shocked
0:29:25 > 0:29:27to find that following a review of their policy,
0:29:27 > 0:29:30they were now faced with two options,
0:29:30 > 0:29:32neither of which they liked.
0:29:32 > 0:29:38Option one was to maintain the current value of the policy,
0:29:38 > 0:29:41i.e. the original 160,000.
0:29:41 > 0:29:47But for that, we would have now to pay something like £3,400 a year.
0:29:47 > 0:29:49Not impressed at all.
0:29:49 > 0:29:56Option two was to continue to pay what we were currently paying,
0:29:56 > 0:29:57this year,
0:29:57 > 0:30:00but the value would then fall to 38,000.
0:30:02 > 0:30:05In other words, a quarter, approximately,
0:30:05 > 0:30:07of the original face value,
0:30:07 > 0:30:09i.e., the original 160,000.
0:30:10 > 0:30:12So, we were not amused.
0:30:14 > 0:30:16The brochure for the policy
0:30:16 > 0:30:19does state that it would be reviewed after 10 years.
0:30:19 > 0:30:21However, Roger and Francois maintain
0:30:21 > 0:30:25they were never told the review could have such a dramatic result.
0:30:25 > 0:30:29I think and the time, if one had known the sort of uplift
0:30:29 > 0:30:32there was going to be, 10 years, 12 years on,
0:30:32 > 0:30:35we would probably have not gone with that option.
0:30:35 > 0:30:39Reviewable premiums on policies like these
0:30:39 > 0:30:43is something the financial ombudsman service hears about a lot.
0:30:43 > 0:30:45The consumer is saying that
0:30:45 > 0:30:48if it was made clear to them at the start of the policy
0:30:48 > 0:30:50that the premiums could increase substantially,
0:30:50 > 0:30:53they'd have made a different decision about taking out the policy.
0:30:53 > 0:30:56Sometimes, they are left in the position of deciding
0:30:56 > 0:30:59whether they'll take a doubling of the premiums
0:30:59 > 0:31:02or a big cut in the lump sum they can receive at the end.
0:31:02 > 0:31:05This can be quite significant because if somebody
0:31:05 > 0:31:06has been planning for the future,
0:31:06 > 0:31:10and then learns the amount they can expect to pay out is much smaller,
0:31:10 > 0:31:12they can be very disappointed.
0:31:12 > 0:31:13Roger is amongst the people
0:31:13 > 0:31:17who have taken their complaint to the Financial Ombudsman Service.
0:31:17 > 0:31:21It ordered the company to refund three years worth of premiums
0:31:21 > 0:31:24because the review had been done three years later
0:31:24 > 0:31:25than it should have been.
0:31:25 > 0:31:28It is better to get something back then nothing,
0:31:28 > 0:31:33but the real bitter pill is the fact that the £160,000
0:31:33 > 0:31:35or its increased value - 240 odd thousand,
0:31:35 > 0:31:38has just vanished into thin air.
0:31:38 > 0:31:42Scottish Provident is now part of Phoenix Life Limited,
0:31:42 > 0:31:44who told us that given the Middletons' age
0:31:44 > 0:31:45when they took out the policy,
0:31:45 > 0:31:48it was inevitable their premiums would increase
0:31:48 > 0:31:52when there was a review as the chances of a claim would be greater.
0:31:52 > 0:31:55They agree they made an error doing the review late
0:31:55 > 0:31:58and are sorry the Middletons were shocked to hear its effect
0:31:58 > 0:32:01but say it was the responsibility of the couple's financial advisers
0:32:01 > 0:32:05to insure they understood exactly what the review would mean.
0:32:05 > 0:32:08So, we spoke to those advisers, a company called Brewin Dolphin.
0:32:08 > 0:32:12They emphasise that using insurance products of this type
0:32:12 > 0:32:16to minimise tax liabilities isn't suitable for everyone
0:32:16 > 0:32:18but insist it did make sense for Roger.
0:32:18 > 0:32:21They are adamant the Middleton's knew there would be a review
0:32:21 > 0:32:24and had been given an option to avoid it by paying higher premiums.
0:32:24 > 0:32:27They're sorry Roger was surprised by all this
0:32:27 > 0:32:31but say they find it difficult to see how he could have been.
0:32:31 > 0:32:32But the couple feel
0:32:32 > 0:32:36the choice they have been left with is no choice at all.
0:32:36 > 0:32:39Pay the same premiums and end up with less
0:32:39 > 0:32:42or pay higher premiums and still get less.
0:32:42 > 0:32:45It's impossible, really, for us to continue and therefore,
0:32:45 > 0:32:49we will have to see if they are any other viable options.
0:32:49 > 0:32:52So, Roger has decided that the best option for him now
0:32:52 > 0:32:56is to surrender his policy for no value.
0:32:56 > 0:32:58He's sticking to savings so he's in charge
0:32:58 > 0:33:01and there will be no review around the corner.
0:33:05 > 0:33:09You know the old saying, where there's a will, there's a way,
0:33:09 > 0:33:10well, that saying could act
0:33:10 > 0:33:13as a warning to someone who chooses to employ
0:33:13 > 0:33:17a will writing service to draw up their will, as opposed to a lawyer.
0:33:17 > 0:33:18The legal ombudsman, this year,
0:33:18 > 0:33:21issued a warning about the will writing business
0:33:21 > 0:33:24because currently, it's totally unregulated.
0:33:24 > 0:33:28In other words, anyone can set up shop, offering their services,
0:33:28 > 0:33:30indeed, charging whatever they like.
0:33:33 > 0:33:36Meet Jude Southwick. She looks happy, doesn't she?
0:33:36 > 0:33:39Well, she's feeling triumphant after a recent victory
0:33:39 > 0:33:42here in court, where she won back more than £400
0:33:42 > 0:33:45that she had paid to a will writing company.
0:33:45 > 0:33:49It's a year and a half since she handed over the money.
0:33:49 > 0:33:53Jude and her husband had approached the company,
0:33:53 > 0:33:56asking them to make a couple of changes to their wills.
0:33:56 > 0:34:01I told him that it was very simple alterations that I needed
0:34:01 > 0:34:04and he said, no, no, no, you would need a new will
0:34:04 > 0:34:09and quoted a price for the two wills for £199 and said...
0:34:09 > 0:34:11And we arranged a meeting
0:34:11 > 0:34:14and he said he would send a pre-visit brochure.
0:34:14 > 0:34:17But the brochure from the company didn't arrive
0:34:17 > 0:34:21before the arranged meeting, so when their will writer came around,
0:34:21 > 0:34:24Jude says she was unable to make head or tail
0:34:24 > 0:34:26of a lot of what he said,
0:34:26 > 0:34:29including how the fees were worked out.
0:34:29 > 0:34:34He proceeded with the meeting which was very, very drawn out
0:34:34 > 0:34:37and confused my husband and I.
0:34:39 > 0:34:43He asked us who we wanted to be trustees and executors
0:34:43 > 0:34:47and what if they couldn't do it and it went on and on and on.
0:34:47 > 0:34:48At the end of the meeting,
0:34:48 > 0:34:52Jude was staggered to be asked for a cheque for nearly £600,
0:34:52 > 0:34:56three times the amount she said she was first quoted.
0:34:56 > 0:34:59I was very shocked but I did pay it,
0:34:59 > 0:35:03so I wrote a cheque for £599, regrettably.
0:35:05 > 0:35:08Already disappointed at paying more than she'd hoped,
0:35:08 > 0:35:12Jude was even more unhappy when the company sent through the wills.
0:35:12 > 0:35:16When the draft wills arrived, they didn't contain wishes.
0:35:16 > 0:35:21He had put the financial adviser as adviser to our estate
0:35:21 > 0:35:25and he had to put a corporation trust as trustees.
0:35:25 > 0:35:27That was quite a long way down the will.
0:35:27 > 0:35:30It was very difficult for us to understand them,
0:35:30 > 0:35:33so we didn't know if they'd been written correctly or not.
0:35:36 > 0:35:39There were other elements of the wills that Jude wasn't happy with,
0:35:39 > 0:35:41or that she didn't need at all.
0:35:41 > 0:35:44It took two months and several re-writes
0:35:44 > 0:35:46before the final wills were sorted.
0:35:46 > 0:35:50When Jude got the invoice, she spotted that part of the cost
0:35:50 > 0:35:54was a charge of £200 just for the wills to be stored.
0:35:55 > 0:36:00I wrote a letter and said that we hadn't ordered the storage
0:36:00 > 0:36:05and he sent £100 back as a gesture of goodwill.
0:36:05 > 0:36:08But Jude didn't think that was enough,
0:36:08 > 0:36:10so she rang the advice service, Consumer Direct,
0:36:10 > 0:36:13who told her that it sounded like the contract was invalid
0:36:13 > 0:36:17because the company had failed to provide a cooling off period,
0:36:17 > 0:36:20something anyone selling in a customer's home has got to do.
0:36:22 > 0:36:27Jude took her various complaints about the wills to the County Court
0:36:27 > 0:36:28and that's why she's smiling,
0:36:28 > 0:36:31because the judge ruled that the company should refund her
0:36:31 > 0:36:35a further £419.
0:36:35 > 0:36:37The company has told us
0:36:37 > 0:36:40that they disagree with Jude's versions of the events,
0:36:40 > 0:36:42insisting its prices are competitive
0:36:42 > 0:36:45and claiming that the issue only became protracted
0:36:45 > 0:36:50because Jude was mistaken on various points and kept changing her mind.
0:36:50 > 0:36:54Although the company Jude used does have plenty of experience,
0:36:54 > 0:36:56she was surprised during her legal battle
0:36:56 > 0:37:00to find that the will writing industry isn't regulated.
0:37:00 > 0:37:03You don't need a legal qualification to write one.
0:37:03 > 0:37:06Points she's raised with her local MP.
0:37:06 > 0:37:11The Ministry of Justice is now going to have a full consultation on this,
0:37:11 > 0:37:14which will be conducted by the Legal Services Board
0:37:14 > 0:37:17and they're going to consult with the Law Society
0:37:17 > 0:37:20and the Institute of Professional Will Writers.
0:37:20 > 0:37:22I think you've got a success story.
0:37:22 > 0:37:24Although her case is now resolved,
0:37:24 > 0:37:28Judith's keen that other people don't go through a similar experience.
0:37:28 > 0:37:31I really want to try and do something about it
0:37:31 > 0:37:34so it saves other people the same thing happening to them.
0:37:39 > 0:37:42It's something that we all shy away from,
0:37:42 > 0:37:44but one of the most important documents
0:37:44 > 0:37:47any of us will ever draw up is a will.
0:37:47 > 0:37:50Traditionally, a trip to the solicitor would do the job,
0:37:50 > 0:37:55but nowadays it seems that anyone can write up and administer a will.
0:37:55 > 0:37:58Crispin Passmore, from Legal Services, is here to answer, why?
0:37:58 > 0:38:00Crispin, call me naive
0:38:00 > 0:38:04but how is it possible that anybody can write a will?
0:38:04 > 0:38:07The regulation of legal services has grown around the needs
0:38:07 > 0:38:11of the legal profession, perhaps rather around the needs of consumers
0:38:11 > 0:38:13and needs of people that want to get their will written.
0:38:13 > 0:38:16We're in place to change that and make sure
0:38:16 > 0:38:20all the different bodies involved in looking after this area,
0:38:20 > 0:38:24- do it in the interests of consumers. - How tenacious are you about that?
0:38:24 > 0:38:28We're relentless in the way we look at consumer focus on regulation
0:38:28 > 0:38:32and the way lawyers and will writers operate in this market.
0:38:32 > 0:38:35It's going to take some time to change things.
0:38:35 > 0:38:37We're collecting evidence about will writers,
0:38:37 > 0:38:40we're collecting evidence about how solicitors work.
0:38:40 > 0:38:43There's as many problems as there are with regulated professionals
0:38:43 > 0:38:46in this area as there are with unregulated firms.
0:38:46 > 0:38:47It seems ridiculous to me
0:38:47 > 0:38:52that something as important as a will can just be done by anybody.
0:38:52 > 0:38:56We should remember that perhaps 80% or more of the wills
0:38:56 > 0:38:59and the services around them are delivered perfectly well.
0:38:59 > 0:39:01Let's not throw the baby out with the bathwater.
0:39:01 > 0:39:04But there are some problems we need to tackle,
0:39:04 > 0:39:08but half the population doesn't have a will written.
0:39:08 > 0:39:10People shy away from it altogether.
0:39:10 > 0:39:14They do and if we push the price up and less people get wills written,
0:39:14 > 0:39:16that's not a good outcome either.
0:39:16 > 0:39:19In the old days, as far as my family were concerned,
0:39:19 > 0:39:21you automatically thought of a solicitor
0:39:21 > 0:39:23to draw up your will and to execute it.
0:39:23 > 0:39:26But now that anybody can do it do you think it's because
0:39:26 > 0:39:30people shy away from it and it's a cheaper option?
0:39:30 > 0:39:33I don't want to go to the solicitor's office,
0:39:33 > 0:39:35I'll take this person who will come to my house.
0:39:35 > 0:39:38People seem to make a range of different things
0:39:38 > 0:39:40to help them choose where to go.
0:39:40 > 0:39:45We know consumers think will writers are more likely to be lower-priced,
0:39:45 > 0:39:49but we know that lots of them are scared of going to a solicitor.
0:39:49 > 0:39:52I always think we should say to consumers,
0:39:52 > 0:39:55you wouldn't choose a television by going into one shop
0:39:55 > 0:39:57or by inviting one person into your house
0:39:57 > 0:39:59and buying the first thing they show.
0:39:59 > 0:40:04Go and look around the regulated sector, the unregulated sector.
0:40:04 > 0:40:06Ask about their prices,
0:40:06 > 0:40:08about whether or not you can go to an ombudsman.
0:40:08 > 0:40:12Ask about their insurance and ask to speak to satisfied customers.
0:40:12 > 0:40:15If you don't think they're going to listen to you, go somewhere else.
0:40:15 > 0:40:19We've talked about the mistakes will writing companies make
0:40:19 > 0:40:20in that they put in executors
0:40:20 > 0:40:23that maybe the client never even heard of.
0:40:23 > 0:40:26But the same thing happens with banks
0:40:26 > 0:40:29and with some solicitors in that when people, if they don't know,
0:40:29 > 0:40:32the bank will go, "Do you want me to be your executor?"
0:40:32 > 0:40:33They go, "That will be fine,"
0:40:33 > 0:40:37not knowing you can charge almost as much money as you want
0:40:37 > 0:40:39to execute the will.
0:40:39 > 0:40:41That's not transparent and that's not fair.
0:40:41 > 0:40:44No, and one of the things we're looking at
0:40:44 > 0:40:47is about inappropriate bundling of services,
0:40:47 > 0:40:50making sure people only buy what they want to buy
0:40:50 > 0:40:53and that things that shouldn't be sold together aren't sold together.
0:40:53 > 0:40:56We're working with the Solicitors' Regulation Authority
0:40:56 > 0:40:59and the Office of Fair Trading and we've had some success
0:40:59 > 0:41:02getting banks and law firms to change their practice.
0:41:02 > 0:41:04We need to make sure all of them do.
0:41:04 > 0:41:07- Crispin, I hope you make it happen. - Thank you very much.
0:41:08 > 0:41:12Here at Rip Off Britain we're always ready to investigate
0:41:12 > 0:41:13more of your stories.
0:41:13 > 0:41:16Confused over your bills?
0:41:16 > 0:41:19Trying to wade your way through small print
0:41:19 > 0:41:21that leaves you totally confused?
0:41:21 > 0:41:23I might have been stupid for not reading it,
0:41:23 > 0:41:26or I've read it and not took it in.
0:41:26 > 0:41:28I could kick myself, I really could.
0:41:28 > 0:41:31Unsure what to do when you discover you've lost out
0:41:31 > 0:41:35and that great deal has ended up costing you money?
0:41:35 > 0:41:37I thought this cannot be true.
0:41:37 > 0:41:40It's totally unacceptable. I was so angry.
0:41:40 > 0:41:42You might have a cautionary tale
0:41:42 > 0:41:45of your own and want to share the mistakes you've made
0:41:45 > 0:41:48with us so that other people don't do the same thing.
0:41:48 > 0:41:51No-one knows about this, this is very strange to me.
0:41:51 > 0:41:54I really would like to get this much clearer.
0:41:54 > 0:42:00Don't forget you can always write to us.
0:42:05 > 0:42:13Or you can always get in touch by sending us an e-mail.
0:42:13 > 0:42:16Don't forget the Rip Off team is ready and waiting
0:42:16 > 0:42:19to investigate your stories.
0:42:19 > 0:42:23I have to say, and I don't know how you two feel about this,
0:42:23 > 0:42:27but it's been very clear from the stories we've heard,
0:42:27 > 0:42:30and indeed the amount of letters and e-mails that you sent us,
0:42:30 > 0:42:34that when a company doesn't very clearly explain their procedures,
0:42:34 > 0:42:36contracts and bills,
0:42:36 > 0:42:39then you can very easily end up losing out.
0:42:39 > 0:42:41Absolutely.
0:42:41 > 0:42:44We always say make sure you go through your paperwork
0:42:44 > 0:42:45with a fine tooth comb
0:42:45 > 0:42:48and if in doubt, always get it checked out.
0:42:48 > 0:42:50I agree with both of you implicitly.
0:42:50 > 0:42:53Never ever be afraid to seek assistance
0:42:53 > 0:42:56because it could end up saving you a huge amount of money.
0:42:56 > 0:42:59Next time we'll be tackling more of your stories.
0:42:59 > 0:43:02Until then thank you for your company
0:43:02 > 0:43:04- and from all of us, bye-bye. - Bye-bye.- Bye.
0:43:09 > 0:43:14E-mail subtitling@bbc.co.uk
0:43:14 > 0:43:18Subtitles by Red Bee Media