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 wrong for what they have done.
0:00:09 > 0:00:13The bank piles charges upon charges upon charges...
0:00:13 > 0:00:18Legally, it was right. Morally, that's where the question and doubt comes, in my view.
0:00:18 > 0:00:21And you've contacted us in your thousands,
0:00:21 > 0:00:25by post, e-mail, even stopping us in the street.
0:00:25 > 0:00:28And the message could not be clearer.
0:00:28 > 0:00:31I doubt we'd get a straight answer, they'd just try and fob you off.
0:00:31 > 0:00:32I'm not happy with them.
0:00:32 > 0:00:36There's always that very small print that's got the clause in that you didn't realise.
0:00:36 > 0:00:38We're being ripped off big time.
0:00:38 > 0:00:43Whether it's a deliberate rip-off, a 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, you know, go to the top if you have to.
0:00:51 > 0:00:53We do get results, that's the interesting thing.
0:00:53 > 0:00:56Your stories, your money!
0:00:56 > 0:00:58This is Rip-Off Britain.
0:01:00 > 0:01:02Hello and welcome to Rip-Off Britain,
0:01:02 > 0:01:06where amongst the topics we'll be tackling today is something that thousands of you
0:01:06 > 0:01:10have told us is right up there with your biggest bugbears.
0:01:10 > 0:01:13- It's known as small print.- Oh, yes.
0:01:13 > 0:01:18When you feel ripped off, all too often it's actually the devil in the detail that's caught you out.
0:01:18 > 0:01:23In fact, the Office of Fair Trading has said that the overwhelming majority of their workload
0:01:23 > 0:01:27- is dealing with people's confusion over...- Small print!
0:01:27 > 0:01:32Well, in fact, we're probably all guilty sometimes of not reading through those terms and conditions,
0:01:32 > 0:01:35so today we'll hear about what can happen if you don't know exactly what you're getting into
0:01:35 > 0:01:37when you sign on the dotted line,
0:01:37 > 0:01:40and offer some tips on how to stop the same thing happening to you.
0:01:42 > 0:01:45Also coming up on today's programme,
0:01:45 > 0:01:50the devastating consequences when a catch in the small print means your terminal-illness policy
0:01:50 > 0:01:52just won't pay out.
0:01:52 > 0:01:57I will fight them to the end, to the end, for my money that I've paid in.
0:01:57 > 0:02:02There's some fabulous advice on offer at Rip-Off Britain's Pop-Up Shop.
0:02:02 > 0:02:06The Office of Fair Trading have been looking into a lot of these competition companies,
0:02:06 > 0:02:08particularly prize-draw companies,
0:02:08 > 0:02:11and looking at their small print to see if the small print is fair
0:02:11 > 0:02:14and to see if they're omitting any information that they should give to consumers.
0:02:14 > 0:02:18If you've stayed with the same telephone company for years,
0:02:18 > 0:02:21it usually means that you're pretty happy with the service they provide,
0:02:21 > 0:02:25and you'd hope that they'd be delighted that you'd stuck with them as well.
0:02:25 > 0:02:30So if they are, does that mean they should let you know if you're paying them more than you need to?
0:02:30 > 0:02:34Well, here's a man who thinks that his loyalty has definitely not been returned.
0:02:36 > 0:02:39If you've had any of these BT telephones over the last few years,
0:02:39 > 0:02:43it's probably because you bought a new one or had an upgrade.
0:02:44 > 0:02:46That's a nice one of Charlotte and Chloe.
0:02:46 > 0:02:50John and Alice Darrell have a much more traditional phone,
0:02:50 > 0:02:53which they've been using for 17 years.
0:02:53 > 0:02:57In that time it's brought them some very good news.
0:02:57 > 0:03:00I have six grandchildren. I look forward to using the phone.
0:03:00 > 0:03:04The phone is most important for my son Russell in Thailand
0:03:04 > 0:03:06because it's the only way of communicating,
0:03:06 > 0:03:09and it's nice to hear from him from such a long way away.
0:03:11 > 0:03:13Hello, John. How are you?
0:03:13 > 0:03:19John is a retired betting-shop manager. He'd been with BT as long as it's been in existence,
0:03:19 > 0:03:22and he's been happy with his phone and line-rental package.
0:03:22 > 0:03:26But he contacted Rip-Off Britain about an unwelcome charge
0:03:26 > 0:03:29his faithful old phone has been adding to his bill,
0:03:29 > 0:03:34which he only fully appreciated after being offered a cheaper deal by a big utility company.
0:03:37 > 0:03:40And I found I can get it cheaper from them than I could from BT.
0:03:40 > 0:03:45I asked them also do I have to get a phone from them and they said no.
0:03:45 > 0:03:49John realised he's been paying BT money he simply didn't need to.
0:03:49 > 0:03:56He'd been paying BT £3 a quarter to rent the actual phone. That's £12 a year.
0:03:56 > 0:04:00He was fully aware of the charge, but assumed he had no choice but to pay it,
0:04:00 > 0:04:06and he certainly hadn't realised that he could avoid it by just buying a telephone himself.
0:04:06 > 0:04:09Nobody ever told me I could have changed my phone over.
0:04:09 > 0:04:14I always thought that this phone from BT was a prerequisite of using their landlines.
0:04:14 > 0:04:17That's why I never queried paying the fee.
0:04:17 > 0:04:22This is John and Alice's phone, the Relate 100.
0:04:22 > 0:04:26You can't buy them these days, but an equivalent model costs about £6.
0:04:26 > 0:04:31Over the years, John and Alice have paid more than £200 to rent theirs.
0:04:31 > 0:04:36For £200, I expect top of the range which does everything,
0:04:36 > 0:04:40even makes the tea for me. £200 is a lot of money,
0:04:40 > 0:04:44cos we can't afford £200, not to throw away.
0:04:44 > 0:04:46We didn't know how cheap the phones were, did we?
0:04:46 > 0:04:50Flicking through the phone section of a retail catalogue, John and Alice were flabbergasted
0:04:50 > 0:04:54to discover what £200 could buy them now.
0:04:54 > 0:04:57£6! Cor! That's cheap, that!
0:04:57 > 0:05:00We could have had 32 of those for what we paid BT!
0:05:00 > 0:05:03- 32... - 32 phones...
0:05:03 > 0:05:08It was clear on John's BT bills that he's been paying to rent his phone,
0:05:08 > 0:05:13but he thinks that phone providers should let customers know that there are alternatives to renting,
0:05:13 > 0:05:18especially if, like him, they've been a really loyal customer for years.
0:05:18 > 0:05:24I, myself, think that all companies do the best for everybody that uses their system,
0:05:24 > 0:05:28and that's why I never queried BT in the first place.
0:05:28 > 0:05:30How are the dogs getting on, Carol?
0:05:30 > 0:05:33BT has said that John and Alice can keep the phone they've been renting,
0:05:33 > 0:05:37and after their complaint about how much it's cost them,
0:05:37 > 0:05:39they were offered £15 as a gesture of goodwill,
0:05:39 > 0:05:43but they've turned that down and have now been in touch with the Ombudsman.
0:05:43 > 0:05:48I would never have known that I would be able to get a phone on my own,
0:05:48 > 0:05:55and I would still have been paying £3 a quarter to BT for the rest of my life.
0:05:55 > 0:05:59But BT told Rip-Off Britain that they were...
0:05:59 > 0:06:01They say...
0:06:02 > 0:06:05..because it offers more choice, regular upgrades and benefits,
0:06:05 > 0:06:07such as...
0:06:07 > 0:06:10..if the phone becomes faulty.
0:06:10 > 0:06:11They also stress that they explain
0:06:11 > 0:06:14to everyone who becomes a BT customer that they...
0:06:17 > 0:06:19..and that they've done that for the last 30 years.
0:06:19 > 0:06:21But maybe that's the point.
0:06:21 > 0:06:26John never switched to BT, and he maintains that in all the years he was with them
0:06:26 > 0:06:29nobody flagged up that choice.
0:06:29 > 0:06:33In the meantime, although Alice would appreciate a cordless phone...
0:06:33 > 0:06:35John! Phone!
0:06:35 > 0:06:38..which of course would make things easier for John who's hard of hearing,
0:06:38 > 0:06:43they're going to take BT up on their offer to keep the tried and tested phone they've been renting.
0:06:43 > 0:06:47I don't want a phone that lights up and tells me who's calling.
0:06:47 > 0:06:52All I want is to be able to answer my phone, take a message, speak to my grandchildren,
0:06:52 > 0:06:55and that's all I need.
0:06:57 > 0:07:00So John's case highlights the need to have a good look at your bills
0:07:00 > 0:07:04to make sure that you're happy with the amount you're being charged,
0:07:04 > 0:07:06and, indeed, that you know exactly what they're all for.
0:07:06 > 0:07:09Lynn Parker from the phone regulator Ofcom
0:07:09 > 0:07:14has some more advice on how not to get caught out by those unexpected charges.
0:07:15 > 0:07:18Two of the types of charges that consumers may not be aware of
0:07:18 > 0:07:22are, for example, caller-line identification
0:07:22 > 0:07:25where your phone displays the number of the person that's calling you.
0:07:25 > 0:07:28If you don't have a phone that actually displays the number,
0:07:28 > 0:07:31then you're not going to want to be paying this charge.
0:07:33 > 0:07:37You can be charged, for example, for not paying by direct debit.
0:07:37 > 0:07:41So consumers should see whether they can pay by direct debit
0:07:41 > 0:07:43because that might make their bills cheaper
0:07:43 > 0:07:46or they might be charged for receiving a paper bill,
0:07:46 > 0:07:51so if you have access to the internet it may be better to see your bills online and not receive a paper bill.
0:07:54 > 0:07:57You will be charged a fee if you pay your bill late,
0:07:57 > 0:08:01so consumers should clearly try to avoid that by paying on time.
0:08:03 > 0:08:05It's important that when signing up to a contract
0:08:05 > 0:08:08consumers are aware of how much it's going to cost them
0:08:08 > 0:08:10if they want to get out of the contract early.
0:08:13 > 0:08:16If consumers see a charge on their bill that they don't understand
0:08:16 > 0:08:19or they think it's for a service they haven't received...
0:08:19 > 0:08:23and go through the complaints procedure.
0:08:23 > 0:08:26If, after eight weeks, the matter hasn't been resolved,
0:08:26 > 0:08:29then the consumer has a right to go to alternative dispute resolution
0:08:29 > 0:08:33where an Ombudsman will independently decide their case.
0:08:38 > 0:08:41At a time when money is tighter than ever,
0:08:41 > 0:08:44you need to know that your cash is working hard for you,
0:08:44 > 0:08:47avoiding rip-offs and sharp practice along the way,
0:08:47 > 0:08:53so we've put together a booklet of tips and advice to help safeguard your hard-earned money.
0:08:54 > 0:08:57You can find a link to the free guide on our website...
0:09:01 > 0:09:04..or, if you want to receive a copy in the post,
0:09:04 > 0:09:09send an A5 self-addressed envelope to the address we'll give you right at the end of the programme.
0:09:12 > 0:09:15Now, we've all heard stories of insurers not paying out
0:09:15 > 0:09:18because of something in your policy's small print.
0:09:18 > 0:09:23But it's especially distressing if that happens when you're desperately ill.
0:09:23 > 0:09:26Policies covering critical or terminal illness
0:09:26 > 0:09:28are something that you would hope would be clear cut.
0:09:28 > 0:09:33But in fact the terms are often much harder to satisfy than you might have realised.
0:09:33 > 0:09:38Sometimes, whatever your illness, as far as your insurance company is concerned
0:09:38 > 0:09:42it may not be critical or even terminal enough.
0:09:45 > 0:09:50Geoff and Jackie Churches' plans for their retirement were abruptly halted
0:09:50 > 0:09:53when Jackie went for a routine medical visit.
0:09:53 > 0:09:58I went to my GP's surgery for a normal diabetic check-up.
0:09:58 > 0:10:04During the course of my check-up I asked the nurse whether she could have a look at my right breast,
0:10:04 > 0:10:08as it was very uncomfortable. She called in my GP, he had a look,
0:10:08 > 0:10:12and he found an extremely large lump.
0:10:12 > 0:10:19The lump was diagnosed as cancer and further tests revealed that it was already at an advanced stage.
0:10:19 > 0:10:23I'm quite a private person. I burst into tears,
0:10:23 > 0:10:27and was carted off somewhere to have a good cry,
0:10:27 > 0:10:30and, "That's it, girl! Get it out your system!"
0:10:30 > 0:10:35And we actually went out for a meal that lunchtime,
0:10:35 > 0:10:40because my daughter said, "I don't want to remember this day as the day I was told my mother had cancer."
0:10:41 > 0:10:46The cancer was so advanced that the family was told to prepare for the fact that Jackie was dying.
0:10:46 > 0:10:50Any treatment she would receive would only be palliative.
0:10:51 > 0:10:54Being told you're terminally ill
0:10:54 > 0:11:02is...I think...the most frightening thing anyone has ever said to me.
0:11:02 > 0:11:04Your mind goes blank to start off with,
0:11:04 > 0:11:12and you think, "One in three people have been told they've got cancer, you're now becoming a statistic...
0:11:12 > 0:11:16"What the hell am I going to do about it?" You know, there's things we've got to do.
0:11:16 > 0:11:18"How can I live without her?
0:11:18 > 0:11:21"How am I going to finance myself, etc...?"
0:11:21 > 0:11:25But most of all, "I'm going to live without her, I'm going to be on my own."
0:11:25 > 0:11:31When the doctor told me I was terminally ill, it literally was, "I'm going to die..."
0:11:31 > 0:11:35You know, do I arrange a funeral, do I...?
0:11:35 > 0:11:38There's just so much that went through your mind,
0:11:38 > 0:11:43but each time interspersing all of that is, "I'm going to die."
0:11:43 > 0:11:47And that's about all I can say is, yeah, you do feel very self-centred,
0:11:47 > 0:11:53you want to be private, you want to sneak off somewhere...
0:11:54 > 0:11:56Can we stop now?
0:11:59 > 0:12:01After the terrible news had sunk in,
0:12:01 > 0:12:07the family turned their attention to planning how to make the most of the time they had left together.
0:12:07 > 0:12:10And you put L above it.
0:12:10 > 0:12:17My youngest son, Stephen, who's very practical, asked whether we had any insurance cover.
0:12:17 > 0:12:21And we dug out the old policy, had a look at it,
0:12:21 > 0:12:23and, yes, we were covered for terminal illness.
0:12:23 > 0:12:28In that sense, we were quite relieved that we could sort some of their debts out and bills,
0:12:28 > 0:12:33and there'd be money left over for them to do those little small things they always wanted to do.
0:12:34 > 0:12:39But their hopes of a little financial help to ease the situation were soon dashed.
0:12:39 > 0:12:45The insurance policy had very specific terms and conditions
0:12:45 > 0:12:47relating to terminal illness.
0:12:47 > 0:12:53For Scottish Widows to deem that I am actually terminally ill,
0:12:53 > 0:13:00they have to write to your oncologist and get proof of your illness.
0:13:00 > 0:13:05This is the letter that my oncologist wrote back to Scottish Widows.
0:13:05 > 0:13:07I'll read you the relevant paragraph.
0:13:07 > 0:13:12"The critical point from your letter of 25 November 2010
0:13:12 > 0:13:17"was whether I could confirm life expectancy of no greater than 12 months.
0:13:17 > 0:13:24"The median survival of clients with breast cancer metastatic to the viscera is less than 12 months.
0:13:24 > 0:13:29"Therefore, although some patients can survive long-term,
0:13:29 > 0:13:37"there is a greater than 50% risk of death in the 12 months from the time of diagnosis of metastatic disease."
0:13:37 > 0:13:42To me, that paragraph is straightforward.
0:13:42 > 0:13:46To Scottish Widows, it wasn't enough.
0:13:46 > 0:13:53The sticking point was that Jackie's consultant would not say 100% that she would die within one year,
0:13:53 > 0:14:00and as their insurance policy defined terminal illness as "death within a 12-month period",
0:14:00 > 0:14:03Scottish Widows refused to pay out.
0:14:03 > 0:14:07Jackie and Geoff were left devastated.
0:14:07 > 0:14:11I mean, she is terminal, I'm going to lose her eventually,
0:14:11 > 0:14:17but they seem to be giving us both a hard time for existing.
0:14:17 > 0:14:24I've lost count of the number of times that I've apologised directly speaking to Scottish Widows advisors
0:14:24 > 0:14:31for living. It's the biggest mistake of my life is to actually have ended up living,
0:14:31 > 0:14:34as opposed to dying to their timetable.
0:14:34 > 0:14:40Jackie has already lived longer than the 12-month definition of terminal,
0:14:40 > 0:14:46but because that figure is pretty much industry standard, used by all the big insurance companies,
0:14:46 > 0:14:51when she appealed to the Financial Ombudsman service, she lost.
0:14:52 > 0:14:57Scottish Widows told us that while Jackie is suffering a serious illness,
0:14:57 > 0:15:02a specialist medical assessment said that her life expectancy can be...
0:15:05 > 0:15:10They say they go beyond the industry's best-practice guidelines when assessing claims,
0:15:10 > 0:15:15and use an independent panel to take a second look at any that aren't clear cut.
0:15:15 > 0:15:19And they've advised Jackie that "only in the unfortunate event"
0:15:19 > 0:15:23that her condition deteriorates to the point where her life expectancy is...
0:15:26 > 0:15:28..will they be in a position to pay out.
0:15:30 > 0:15:35But Jackie feels that terminal illness should not have a timetable,
0:15:35 > 0:15:38and she's been left feeling very bitter.
0:15:39 > 0:15:44I will fight them to the end, to the end, for my money that I've paid in.
0:15:44 > 0:15:50So if you've got a policy that you are relying on to offer cover if the worst happens,
0:15:50 > 0:15:54it is absolutely vital that you understand exactly what the terms and conditions mean,
0:15:54 > 0:15:57and that you are covered in the way that you believe.
0:15:57 > 0:16:01Our postbag is absolutely full of stories about things
0:16:01 > 0:16:04that are just tucked away in the small print of contracts,
0:16:04 > 0:16:08so Sarah Pennells from Savvywoman has some really good advice for you.
0:16:08 > 0:16:11If you have to make a claim on terminal illness insurance,
0:16:11 > 0:16:16it will be down to the insurer's own medical officer to decide whether or not you meet the criteria.
0:16:19 > 0:16:21If you make a claim on a policy that includes terminal illness cover
0:16:21 > 0:16:23and your insurer won't pay out,
0:16:23 > 0:16:27your first thing to do is get in touch with the insurer and complain to them.
0:16:27 > 0:16:32They've then got eight weeks to either look at your complaint and tell you they'll pay out,
0:16:32 > 0:16:34or to reject or to ask for more time.
0:16:37 > 0:16:40If you're not happy with the response...
0:16:40 > 0:16:42and it's free.
0:16:42 > 0:16:44They'll look at your case and decide.
0:16:44 > 0:16:49And if they find in your favour, they can make the insurance company pay you compensation.
0:16:50 > 0:16:51It is worth bearing in mind
0:16:51 > 0:16:54that different insurers have different approaches
0:16:54 > 0:16:55when they assess claims,
0:16:55 > 0:17:00and some may ask for different levels of evidence about how ill you are and your prognosis.
0:17:00 > 0:17:04It's another reason why it's a really good idea to buy these kind of policies
0:17:04 > 0:17:06through a good insurance broker.
0:17:06 > 0:17:09Because they'll be able to help you fight your corner
0:17:09 > 0:17:12if there's a problem and the insurer doesn't want to pay.
0:17:14 > 0:17:20Still to come on Rip-Off Britain, when not reading the small print goes more than skin deep.
0:17:20 > 0:17:26Well, the advertisement looked so good, because it said "massive fat removal and skin tightening".
0:17:26 > 0:17:30What I underlined was the results are seen immediately.
0:17:30 > 0:17:35And more of your questions answered at the Rip-Off Pop-Up Shop.
0:17:35 > 0:17:38It's a real irritation to me
0:17:38 > 0:17:44that the whole country, commerce, banks, councils, anyone,
0:17:44 > 0:17:46seems to tolerate fine print.
0:17:49 > 0:17:53As you might imagine there are many things we don't like here at Rip-Off Britain,
0:17:53 > 0:17:58but poor customer service and shoddy workmanship are right up at the top of the list.
0:17:58 > 0:18:02Pam and Russell Polloway have encountered both at the same time.
0:18:02 > 0:18:05They ordered what should have been their dream kitchen,
0:18:05 > 0:18:09but, six months on, wait till you see what they've ended up with.
0:18:11 > 0:18:17A shiny new kitchen from a company advertising online as one that cannot be beaten on price.
0:18:19 > 0:18:23The Polloways from North London thought they'd got a real bargain when they bought their kitchen
0:18:23 > 0:18:26from the website kitchensuber.co.uk back in June.
0:18:26 > 0:18:29But what exactly did they get for their money?
0:18:32 > 0:18:36This is the door which is supposed to fit the whole length of this cabinet.
0:18:36 > 0:18:39As you can see, it just about goes halfway.
0:18:39 > 0:18:45We ordered this kitchen back in June for a nice family Christmas, I thought!
0:18:45 > 0:18:49It is now November and we are still without our doors.
0:18:49 > 0:18:54Not unreasonably, Pamela and Russell expected complete units to be delivered.
0:18:54 > 0:19:00But these are not the doors and drawers they ordered from kitchensuber.co.uk.
0:19:00 > 0:19:05Because those didn't arrive, they've been forced to buy extras from their DIY store.
0:19:05 > 0:19:11My wife, looking over the internet, found this firm kitchensuber,
0:19:11 > 0:19:15who promised top quality goods for little money.
0:19:15 > 0:19:21And within a few days they sent somebody down who was supposed to be a designer-surveyor
0:19:21 > 0:19:29who measured up and showed us samples which looked very, very good, and gave us a quote.
0:19:29 > 0:19:34He said if we paid £100 deposit now, there and then,
0:19:34 > 0:19:38that we could have it for this very, very good figure.
0:19:38 > 0:19:41Encouraged to sign up on the spot to get the best deal,
0:19:41 > 0:19:46the couple agreed to pay £2,400 for their kitchen.
0:19:46 > 0:19:49We thought it would be a good idea to have it done while we go on holiday,
0:19:49 > 0:19:51so we can come back and we have a nice new kitchen.
0:19:51 > 0:19:54You can imagine our frustration when we walked through the door
0:19:54 > 0:19:57and we saw that the kitchen was half-completed,
0:19:57 > 0:20:03the doors were different colours and it was just a shambles, really.
0:20:03 > 0:20:05PHONE RINGS
0:20:05 > 0:20:08# I'm in the phone booth It's the one across the hall... #
0:20:08 > 0:20:14The Polloways called the company to complain and eventually, after clocking up many hours on the phone,
0:20:14 > 0:20:18kitchensuber.co.uk did send round some new doors,
0:20:18 > 0:20:19but...
0:20:20 > 0:20:26The replacements were just as bad as the ones they sent originally.
0:20:26 > 0:20:28So it was back to the telephone.
0:20:28 > 0:20:31I've been on the phone incessantly...
0:20:31 > 0:20:33I'm number 4 in the queue.
0:20:33 > 0:20:36..Virtually on a daily basis.
0:20:36 > 0:20:40I'm on hold. They're playing that stupid music again.
0:20:40 > 0:20:44I've been promised next week, next week, next week,
0:20:44 > 0:20:47but next week never comes.
0:20:47 > 0:20:51It has already been over ten minutes and my arm's starting to ache now.
0:20:51 > 0:20:55The Polloways decided to do some research on the company.
0:20:55 > 0:21:00My wife looked up on the computer regarding complaints about various companies,
0:21:00 > 0:21:05and found just sheets of complaints about kitchensuber,
0:21:05 > 0:21:08all with the same problem as we have had.
0:21:09 > 0:21:12Can't believe how many complaints there is! Look at them all!
0:21:12 > 0:21:15One after the other!
0:21:15 > 0:21:22So when you're making a big purchase like a kitchen, what's the best way to find a reliable company?
0:21:22 > 0:21:26I'd be suspicious of a company that was offering something
0:21:26 > 0:21:29at a very low price.
0:21:29 > 0:21:34You need to ensure that perhaps then you do some further checks to make sure you are getting a good deal.
0:21:34 > 0:21:35Look at forums on the internet
0:21:35 > 0:21:40to see whether or not there's any information about that particular company.
0:21:40 > 0:21:42Always get three quotes, I would suggest,
0:21:42 > 0:21:47and also don't be afraid to negotiate with those three companies to get the best deal.
0:21:47 > 0:21:51It's important not to be swayed by the salespeople that come to visit you,
0:21:51 > 0:21:56or in a showroom, because they're going to try and get you to perhaps spend more than you can afford.
0:21:56 > 0:22:00Having lost faith in the company and taking Trading Standards advice,
0:22:00 > 0:22:05the Polloways are going to get the doors and drawers they bought from another supplier
0:22:05 > 0:22:06fitted by a trusted builder,
0:22:06 > 0:22:11and he's asked kitchensuber.co.uk to refund him the cost of these new doors,
0:22:11 > 0:22:14and all those phone calls, of course, that he made.
0:22:14 > 0:22:20I feel that I've had no other alternative, but to go the way of the law,
0:22:20 > 0:22:24and do it that way through the small claims court.
0:22:24 > 0:22:26Because of all the frustration it's caused me
0:22:26 > 0:22:30there's just got to be an end to it one way or the other.
0:22:30 > 0:22:36And luckily now there is. When we took the Polloways' case to kitchensuber.co.uk,
0:22:36 > 0:22:39they told us that the refund Russell asked for is on its way.
0:22:39 > 0:22:43The company also told us that the problems were caused by their supplier
0:22:43 > 0:22:47giving them shades of high-gloss doors.
0:22:47 > 0:22:50The whole thing has made me feel so angry.
0:22:50 > 0:22:53It's really out me off ordering anything off the internet again,
0:22:53 > 0:22:59because, well... Just look at it! You know, it's dreadful, dreadful.
0:23:00 > 0:23:03We're at the Trafford Centre in Manchester,
0:23:03 > 0:23:08and for the first time Rip-Off Britain has opened its very first Pop-Up Shop.
0:23:08 > 0:23:15We've teamed up with BBC Learning to transform this shop unit into a one-stop consumer-advice shop,
0:23:15 > 0:23:19just for the weekend. And that's because here at Rip-Off Britain we think it's really important
0:23:19 > 0:23:23for us to meet people face to face and hear your problems.
0:23:23 > 0:23:27And this is the perfect opportunity to do exactly that.
0:23:29 > 0:23:33We've got a fantastic team of experts here to help you with your problems.
0:23:35 > 0:23:39So with a bit of luck we'll put you in touch with the right person to give you the right advice
0:23:39 > 0:23:41and send you away feeling happier.
0:23:41 > 0:23:46It's amazing to hear all the different stories that people have been telling us...
0:23:46 > 0:23:52much about energy prices, travel, insurance, and particularly the small print.
0:23:52 > 0:23:55A lot of us miss out by not reading the small print correctly,
0:23:55 > 0:24:00and I guess a lot of people want to know just where do you go to get help.
0:24:00 > 0:24:05The first stop is at Rip-Off Britain but after that many experts to tell you exactly how to do it.
0:24:07 > 0:24:10Dennis Warren came along with an all-too-common complaint.
0:24:10 > 0:24:13- This is Sylvia Rook.- Good morning.
0:24:13 > 0:24:17- Hello.- Now, you have a problem which is very close to my heart, I believe,
0:24:17 > 0:24:19because I can't read without my specs,
0:24:19 > 0:24:23and I think your problem is all about small print, is that right?
0:24:23 > 0:24:25It's a real irritation to me
0:24:25 > 0:24:31that the whole country, commerce, banks, councils, anyone,
0:24:31 > 0:24:34seems to tolerate fine print.
0:24:34 > 0:24:38Small print is a way of companies getting a lot of information to you in a small space.
0:24:38 > 0:24:40The argument is it shouldn't be
0:24:40 > 0:24:42so small that you can't read it.
0:24:42 > 0:24:46The law says that any information that you need to know
0:24:46 > 0:24:48should be intelligible, so you should be able to read it,
0:24:48 > 0:24:51and if it isn't it actually could be an unfair term.
0:24:51 > 0:24:53- So it's illegal? - It could potentially be.
0:24:53 > 0:24:56It very much depends on what we're looking at.
0:24:56 > 0:24:59If you're given a contract to sign and it's got terms and conditions on the back,
0:24:59 > 0:25:04there's a piece of legislation called the Unfair Terms In Consumer Contracts Regulations
0:25:04 > 0:25:08that says that every term should be in clear, intelligible language,
0:25:08 > 0:25:10so not only should it be big enough to read,
0:25:10 > 0:25:13but it should also be in wording that you can actually understand.
0:25:13 > 0:25:18And if you can't read it, then the law says you're not bound by that term.
0:25:18 > 0:25:22You've raised an issue that an awful lot of people are going to agree with,
0:25:22 > 0:25:25- and thank you very much for doing that. All the best. - Thank you very much.- Bye-bye.
0:25:25 > 0:25:27- Goodbye. - Thank you.
0:25:27 > 0:25:31Thousands of people write in to Rip-Off Britain each year,
0:25:31 > 0:25:35and it seems that problems with small print can crop up in all sorts of places
0:25:35 > 0:25:37as we found out with our next letter.
0:25:37 > 0:25:44We've got a card from Keith Tebbit who says a friend of his won a prize in a word-search competition.
0:25:44 > 0:25:48They were asked to send a cheque for £6.50, we don't know what that was for,
0:25:48 > 0:25:53but apparently, although the cheque was cashed, the friend has never, never got the prize.
0:25:53 > 0:25:58- That's fraud, isn't it? - Well, there could be lots of reasons why he hasn't received the prize,
0:25:58 > 0:26:02but certainly I'd always say be very wary of a competition where you have to pay to get a prize,
0:26:02 > 0:26:04because quite often it means it's not actually a prize.
0:26:04 > 0:26:07Is there anything that can be done through Trading Standards?
0:26:07 > 0:26:11Well, the Office of Fair Trading has been looking into a lot of these competition companies,
0:26:11 > 0:26:13particularly prize-draw companies,
0:26:13 > 0:26:16and looking at their small print to see if the small print is fair
0:26:16 > 0:26:20and to see if they're omitting any information that they should give to consumers.
0:26:20 > 0:26:25That's currently ongoing, but certainly a lot of these competitions aren't quite what they seem,
0:26:25 > 0:26:27so we would say to people always be a bit careful.
0:26:27 > 0:26:30With something like this, any competition will have an address.
0:26:30 > 0:26:34If they've been trying to phone, then I would suggest that they should write to the address and say,
0:26:34 > 0:26:39"I haven't received my prize. Please either send me my prize or send me back my £6.50."
0:26:39 > 0:26:42More good advice from our experts today.
0:26:42 > 0:26:46And it just goes to show that you have to really make sure you read through everything,
0:26:46 > 0:26:48especially before sending any money in the post.
0:26:53 > 0:26:59Now, with money so tight these days, discovering that your cash hasn't bought quite what you thought it had
0:26:59 > 0:27:01can be incredibly frustrating.
0:27:01 > 0:27:05And it's especially galling if that turns out to be because of something
0:27:05 > 0:27:07that was buried away in the small print,
0:27:07 > 0:27:09or a clause that you'd just overlooked,
0:27:09 > 0:27:14which, unfortunately, is what our next case found out to their cost.
0:27:17 > 0:27:22It's two years since this became the home of Adrian and Debby Morris.
0:27:24 > 0:27:27It's a great house, but there's just one problem...
0:27:27 > 0:27:29their five growing kids.
0:27:31 > 0:27:38We started sort of late last year looking for another house with an extra downstairs room,
0:27:38 > 0:27:44preferably a separate dining room, just to make life a bit easier at meal times.
0:27:44 > 0:27:48They put their house on the market, but there wasn't a lot of interest.
0:27:48 > 0:27:56And then Debby spotted an offer from Persimmon Homes that looked like it could be the perfect solution.
0:27:56 > 0:28:00I saw a banner outside one of the show homes basically stating that they were doing a part-exchange deal,
0:28:00 > 0:28:05which sounded ideal. Obviously, we'd done the part-exchange here and we knew how easy they go through.
0:28:05 > 0:28:11And basically it was saying that obviously they were giving 105% full market value for your house,
0:28:11 > 0:28:16and obviously throwing in the carpets as well, so it was an offer really too good to miss.
0:28:16 > 0:28:22Part-exchange deals are an effective sales technique used by some of the bigger developers
0:28:22 > 0:28:25if you're thinking of buying a brand-new home.
0:28:25 > 0:28:27But it only works if you're after somewhere bigger,
0:28:27 > 0:28:32and the idea is that it lets you move chain- and hassle-free.
0:28:33 > 0:28:37To find out more, Debby and Adrian paid a visit to Persimmon's sales office.
0:28:37 > 0:28:41They saw the plans for the new house that they'd be part-exchanging their old property for,
0:28:41 > 0:28:45and it was love at first sight.
0:28:45 > 0:28:50It was going to be our dream house because it had got all the rooms that we wanted,
0:28:50 > 0:28:54it had got four bedrooms, and it had got two extra downstairs rooms,
0:28:54 > 0:28:57and the kids could even have a playroom downstairs.
0:28:57 > 0:29:01It had got a garage which was detached as well.
0:29:01 > 0:29:05A nice driveway which was all gated off at the end.
0:29:05 > 0:29:07It was a nice corner plot...
0:29:07 > 0:29:11it just looked just what we wanted.
0:29:11 > 0:29:15It wasn't built yet, so the Morrises went ahead and bought on spec.
0:29:15 > 0:29:18Not only did the house promise everything that they wanted,
0:29:18 > 0:29:24but as they'd done a part-exchange before, they thought they knew exactly what they were getting into.
0:29:26 > 0:29:28Well, obviously, with them buying the house from us,
0:29:28 > 0:29:34we haven't got to worry about waiting to find a buyer, for anyone to come along and buy this house off us.
0:29:34 > 0:29:36And that was brilliant.
0:29:36 > 0:29:39The brochure boasted, "Things couldn't be simpler!
0:29:39 > 0:29:41"We will arrange for at least...
0:29:41 > 0:29:43"agree a...
0:29:43 > 0:29:46"and...
0:29:53 > 0:29:57Not everything went smoothly along the way.
0:29:57 > 0:30:02There had been some problems finalising the mortgage which caused a delay in signing the contracts,
0:30:02 > 0:30:06but as far as the Morrises were concerned everything was back on track.
0:30:06 > 0:30:10We had a phone call from the salesperson down at Persimmon
0:30:10 > 0:30:13obviously to say that we were due to go in to choose our finishing touches for the house,
0:30:13 > 0:30:18that obviously it was at that stage, we were getting excited, the children were really excited,
0:30:18 > 0:30:20obviously seeing it go up week by week,
0:30:20 > 0:30:23and obviously when it got to a substantial size
0:30:23 > 0:30:27obviously we would point out to the children obviously where rooms were
0:30:27 > 0:30:30and obviously where their bedrooms were going to be, where their playroom was going to be...
0:30:30 > 0:30:33and they just couldn't wait to move, really.
0:30:33 > 0:30:39But then four months down the line the Morrises received a very unwelcome phone call from Persimmon.
0:30:39 > 0:30:43The company had not found a buyer for the house,
0:30:43 > 0:30:48so they wouldn't now be going ahead with the part-exchange in the way that the couple expected.
0:30:48 > 0:30:54Well, the deal we initially signed up for was part-exchange, "hassle-free" they actually advertise it as.
0:30:54 > 0:30:59Well, this is one great big hassle, one great big headache that we had obviously from Persimmon Homes.
0:30:59 > 0:31:02ADRIAN: We were nearly in tears, weren't we, both of us.
0:31:02 > 0:31:07We just couldn't believe it. Things were starting to fall apart around our ears,
0:31:07 > 0:31:11and this was looking like it was going to be the end.
0:31:11 > 0:31:14We couldn't see, really, a way round it.
0:31:14 > 0:31:17Persimmon offered to renegotiate the terms of the deal,
0:31:17 > 0:31:22but it now seemed that only way forward would be if the couple was able to help find a buyer
0:31:22 > 0:31:26for their home themselves, and at a lower price.
0:31:26 > 0:31:32Already borrowing to their maximum limit, they felt they couldn't afford to do that,
0:31:32 > 0:31:34so the sale fell through.
0:31:35 > 0:31:41We were devastated. Our dream house was gone... well, disappearing before our eyes.
0:31:41 > 0:31:47All the promises that we were made not to worry about any deadlines or things like that
0:31:47 > 0:31:49just didn't seem to matter any more.
0:31:49 > 0:31:51The collapse of the move affected the whole family.
0:31:51 > 0:31:59The Morrises' six-year-old daughter Rebecca was that upset that she even wrote to Persimmon Homes herself.
0:31:59 > 0:32:01"Dear Mr Wrigley,
0:32:01 > 0:32:07"please, can we have our house, please?"
0:32:07 > 0:32:10We asked Persimmon Homes what had happened,
0:32:10 > 0:32:13and they said the early delays in sorting the finance
0:32:13 > 0:32:17had meant that the contract had changed to one with slightly different terms,
0:32:17 > 0:32:20with the key one being...
0:32:23 > 0:32:24That didn't happen...
0:32:27 > 0:32:32And they say when the Morrises were unable to reduce the price to generate interest, they...
0:32:34 > 0:32:36..but to cancel the sale.
0:32:36 > 0:32:38They're...
0:32:39 > 0:32:41..and...
0:32:45 > 0:32:52They've also now refunded Adrian and Debby their original reservation fee, deposit,
0:32:52 > 0:32:56and a contribution towards legal costs, a sum of around £1,500,
0:32:56 > 0:33:03but say they've done that as "a gesture of goodwill" and there was no legal obligation to do so.
0:33:03 > 0:33:07It just goes to show, even when an offer looks very straightforward,
0:33:07 > 0:33:12the terms and conditions may mean it's not quite as simple as you'd hoped.
0:33:12 > 0:33:19And as a result, for a while at least, the Morrises are going to be staying put in their current home.
0:33:19 > 0:33:23We're going to stay here, aren't we, for the foreseeable future.
0:33:23 > 0:33:28It has put us off obviously moving. It's put us off obviously new builds completely.
0:33:29 > 0:33:34Next, a Rip-Off viewer very unhappy about what's happened to them.
0:33:34 > 0:33:36We'll see if we can get them some answers too.
0:33:40 > 0:33:45Botox, peels, nips and tucks are more available and affordable than ever before.
0:33:45 > 0:33:50Thanks to technological advances what was once a painful, expensive procedure
0:33:50 > 0:33:53can now be achieved without anaesthetic during a lunch break.
0:33:56 > 0:34:01Carol Long from Kent had thought about having a neck and chin procedure for a while,
0:34:01 > 0:34:04but had always been put off by the thought of surgery.
0:34:04 > 0:34:11Well, the advertisement looked so good, because it said "massive fat removal and skin tightening".
0:34:11 > 0:34:15What I underlined was the results are seen immediately.
0:34:15 > 0:34:21And no overnight stay which I thought would be ideal,
0:34:21 > 0:34:24because I didn't really want to go under the knife as such.
0:34:25 > 0:34:29The newspaper ad that caught Carol's eye was from the Northern Clinic
0:34:29 > 0:34:34who promised minimally invasive procedures leading to immediate results for everybody.
0:34:34 > 0:34:39They use what they describe as a pioneering keyhole technique called BodyTite,
0:34:39 > 0:34:44which claims to remove fat and tighten loose skin by using controlled heat
0:34:44 > 0:34:47to melt unwanted fat.
0:34:48 > 0:34:55I really wanted it done because I've been a little bit conscious of the fatty pad underneath my chin
0:34:55 > 0:34:57for quite some time,
0:34:57 > 0:35:01and I just thought this would be ideal.
0:35:01 > 0:35:05My tummy was an extra
0:35:05 > 0:35:12and they were only charging a minimal amount for that,
0:35:12 > 0:35:16so I thought, "Oh, I'll go ahead and have the lot done!"
0:35:16 > 0:35:22After a 30-minute consultation, Carol signed up to £3,500 worth of treatment.
0:35:23 > 0:35:27She was then told to spend the next six weeks sticking to a strict diet plan
0:35:27 > 0:35:33and to wear a special Velcro garment round her neck to ensure the maximum benefit.
0:35:34 > 0:35:38I thought, when this does work,
0:35:38 > 0:35:41people are going to say, "Wow! You look good!"
0:35:41 > 0:35:45Not necessarily that I'm going to look wonderful,
0:35:45 > 0:35:50but they were going to look at me and think, "Mmm...something different. I wonder what it is."
0:35:50 > 0:35:54It's almost a year since she had the procedure,
0:35:54 > 0:35:59but Carol and her mother feel that her appearance has barely changed.
0:35:59 > 0:36:03She wrote to Northern Clinic, but their response was to arrange a follow-up consultation.
0:36:03 > 0:36:08Trading Standards advised her to pursue both the clinic and her credit-card company
0:36:08 > 0:36:11to get a refund, but so far she's had no luck.
0:36:11 > 0:36:15Will a second opinion help to strengthen her case?
0:36:15 > 0:36:18We've booked her in with an independent cosmetic surgeon John Davison
0:36:18 > 0:36:21at his clinic in Canterbury.
0:36:22 > 0:36:26- You have a fair amount of fatty tissue inside your neck.- Yes.
0:36:26 > 0:36:31- It's fatty tissue that you could have removed with liposuction.- Yes.
0:36:31 > 0:36:37Conventional liposuction, but it's not going to give you a tightness under your neck.
0:36:38 > 0:36:40I'm sorry to need to point out to you,
0:36:40 > 0:36:44but I know a lot of plastic surgeons, as you would expect,
0:36:44 > 0:36:46I don't know any of us who use
0:36:46 > 0:36:51any of these sorts of new products and that should be kind of almost saying something to you.
0:36:51 > 0:36:54John's not convinced by the Northern Clinic's claims.
0:36:57 > 0:36:59The website, when it's got before and after pictures,
0:36:59 > 0:37:05it doesn't specify that they haven't had some form of other cosmetic operation as well.
0:37:05 > 0:37:09And there's one lady in particular that I was looking at earlier on...
0:37:09 > 0:37:15the after picture you can actually see the scar from where she's had her tummy tuck,
0:37:15 > 0:37:19and that is the only way they could achieve that sort of change in appearance.
0:37:19 > 0:37:23We looked at the online forums dedicated to BodyTite,
0:37:23 > 0:37:25and found similar stories of disappointment.
0:37:25 > 0:37:32People have to research things. They really have to look into them in detail beforehand.
0:37:32 > 0:37:35Patients, I find, are often embarrassed to say to me,
0:37:35 > 0:37:41what are my, you know, qualifications, how many times have I done these operations,
0:37:41 > 0:37:44but we're very happy to give that sort of information.
0:37:45 > 0:37:47We contacted the Northern Clinic
0:37:47 > 0:37:50who told that the...
0:37:52 > 0:37:53..but there is a...
0:37:55 > 0:37:58..that in certain cases the treatment may not always be entirely successful.
0:37:58 > 0:38:00They say that's...
0:38:04 > 0:38:06..which must be read and signed
0:38:06 > 0:38:08before treatment is carried out.
0:38:08 > 0:38:11They stress that all doctors who do it are...
0:38:15 > 0:38:18..and that Carol has so far not taken up their invitation
0:38:18 > 0:38:21to return to the clinic for a full review,
0:38:21 > 0:38:25which they say is the only way to properly address any concerns.
0:38:27 > 0:38:31Meanwhile, Carol won't be rushing into this sort of thing again.
0:38:32 > 0:38:36I shan't ever be thinking of any more procedures,
0:38:36 > 0:38:41and if I do they certainly won't be in any of these sort of clinics.
0:38:43 > 0:38:46Lots of you have been telling us about that dreadful moment
0:38:46 > 0:38:50when you realise that something you'd signed for wasn't what you thought it was,
0:38:50 > 0:38:54either because you hadn't read the small print or you didn't realise what it meant.
0:38:54 > 0:38:57So what do you do if you get caught out in that way?
0:38:57 > 0:39:01Well, I'm at the Office of Fair Trading and I'm going to see Colin Brown to talk about it.
0:39:04 > 0:39:07Now, I know that a very high proportion of your cases
0:39:07 > 0:39:10are to do with the issue of small print.
0:39:10 > 0:39:15Is it always a clear-cut case between "Yes, the thing was not explained properly",
0:39:15 > 0:39:18or "Actually, you just didn't understand what you read"?
0:39:18 > 0:39:22Well, essentially the law says
0:39:22 > 0:39:24that if there is...
0:39:24 > 0:39:28if a consumer and a supplier enter into a bargain,
0:39:28 > 0:39:32then the main parts of that bargain should be upfront.
0:39:32 > 0:39:35If there's something really important about the deal
0:39:35 > 0:39:38that's squirreled away in the small print, something really significant,
0:39:38 > 0:39:43then, that could be an unfair term in law and we would want to look at that.
0:39:43 > 0:39:47Has the issue of small print got worse over the years?
0:39:48 > 0:39:53Er... that's a really hard one to answer, but I think there's just more of it.
0:39:53 > 0:39:58It's not that it's got worse as a problem, it's just there is more of it around in our lives.
0:39:58 > 0:40:02Do you think that companies do actually set out to pull the wool over people's eyes?
0:40:02 > 0:40:08That does happen. I would say that a large number of the problems that we find
0:40:08 > 0:40:14are in fact companies not thinking, not knowing how to do things properly,
0:40:14 > 0:40:17and they just need pushing back on to the straight and narrow.
0:40:17 > 0:40:22There are undoubtedly some business models that do rely on having small print
0:40:22 > 0:40:24which consumers don't notice.
0:40:24 > 0:40:29And if people do feel they've fallen for a trick, if you like,
0:40:29 > 0:40:32or not noticed something that they should have had brought to their attention,
0:40:32 > 0:40:35how should they set about getting redress?
0:40:35 > 0:40:39The first thing they should so is contact Consumer Direct.
0:40:39 > 0:40:44It's a service that gives advice to consumers when they've got a problem.
0:40:44 > 0:40:48The best place to get to it is on the directgov website.
0:40:48 > 0:40:53Now, they may refer you to other services such as the Financial Ombudsman
0:40:53 > 0:40:57or one of the other Ombudsmen, but start with Consumer Direct. That's your best bet.
0:41:00 > 0:41:05Here at Rip-Off Britain, we're always ready to investigate more of your stories.
0:41:05 > 0:41:13Confused over your bills? Trying to wade through endless small print that leaves you none the wiser?
0:41:13 > 0:41:18I might have been stupid for not reading it, or I've read it and not took it in.
0:41:18 > 0:41:20I could kick myself. I really could.
0:41:20 > 0:41:23Unsure what to do when you discover you've lost out
0:41:23 > 0:41:27and that so-called great deal has ended up costing you money?
0:41:27 > 0:41:33I thought, "This cannot be true. It's totally unacceptable!" I was so angry.
0:41:34 > 0:41:39You might have a cautionary tale of your own and want to share the mistakes you've made with us,
0:41:39 > 0:41:41so others don't do the same.
0:41:41 > 0:41:44No-one knows about this, so this is very, very strange to me,
0:41:44 > 0:41:47and I really would like to get this much clearer.
0:41:48 > 0:41:49You can write to us at...
0:41:58 > 0:42:00..or send us an e-mail...
0:42:05 > 0:42:10The Rip-Off team is ready and waiting to investigate your stories.
0:42:12 > 0:42:16So the moral of this story is, and you've heard it plenty of times here before,
0:42:16 > 0:42:18- do read the...- Small print!
0:42:18 > 0:42:21And if something's not clear, of course, get a second opinion.
0:42:21 > 0:42:25That is so true, and we certainly hope that before signing anything in the future,
0:42:25 > 0:42:28you're going to hear our voices ringing in your ears on this.
0:42:28 > 0:42:31I admit it really isn't the most gripping of reading,
0:42:31 > 0:42:34but do take your time going through the paperwork,
0:42:34 > 0:42:38so that you can make a considered decision before you commit to signing anything.
0:42:38 > 0:42:40Wise words. Well, that's it for today.
0:42:40 > 0:42:44Thanks for joining us and for sending in all your letters and e-mails.
0:42:44 > 0:42:47We'll see you again soon when we'll be doing our best to protect you from being ripped off.
0:42:47 > 0:42:50- Till then, from all of us, goodbye. - Bye-bye.- Bye.
0:42:53 > 0:42:57Subtitles by Red Bee Media Ltd
0:42:57 > 0:43:01E-mail subtitling@bbc.co.uk