0:00:02 > 0:00:05We asked you to tell us who's left you feeling ripped-off
0:00:05 > 0:00:09and you contacted us in your thousands by post, e-mail,
0:00:09 > 0:00:15even stopping us on the streets, and the message couldn't be clearer.
0:00:15 > 0:00:18I think there's a lot of hidden information about your bills
0:00:18 > 0:00:20that should be made a lot more clear.
0:00:20 > 0:00:22I don't feel I get treated how I should be.
0:00:22 > 0:00:24You've told us, with money tighter than ever,
0:00:24 > 0:00:28you need to be sure that every pound you spend is worth it.
0:00:28 > 0:00:30How do I get my money back? Cos I just think I'm entitled to it.
0:00:30 > 0:00:34So, whether it's a deliberate rip-off, a simple mistake,
0:00:34 > 0:00:36or a catch in the small print,
0:00:36 > 0:00:39we'll find out why it is that you're out of pocket
0:00:39 > 0:00:41and what you can do about it.
0:00:41 > 0:00:44Keep asking the questions, go to the top if you have to.
0:00:44 > 0:00:48We do get results. I mean, that's the interesting thing.
0:00:48 > 0:00:51Your stories, your money. This is Rip-Off Britain.
0:00:53 > 0:00:55Hello and welcome to Rip-Off Britain,
0:00:55 > 0:00:59where today we'll be looking at something that's going to be crucial
0:00:59 > 0:01:02for just about every one of us over the next few months,
0:01:02 > 0:01:05and that's the cost of energy and keeping warm.
0:01:05 > 0:01:07Well, it's something none of us can avoid,
0:01:07 > 0:01:10but what we should be able to avoid is paying over the odds for it,
0:01:10 > 0:01:12which some of you have ended up doing,
0:01:12 > 0:01:15thanks to mistakes that your energy company's made,
0:01:15 > 0:01:17and which have not been easy to sort out!
0:01:17 > 0:01:20And even if your bills ARE right,
0:01:20 > 0:01:24is it possible that you could be paying more for your winter fuel this year?
0:01:24 > 0:01:28Well, after speculation that prices could soon be on the rise again,
0:01:28 > 0:01:32we've asked the energy companies that very question.
0:01:32 > 0:01:37Coming up - a £7,000 bill for one year's electricity...
0:01:37 > 0:01:42We just don't seem to be getting anywhere, and it just seems to be going round in circles,
0:01:42 > 0:01:46and I just want somebody to actually sort it out for us once and for all.
0:01:46 > 0:01:51..the family at boiling point over a company that didn't keep its promise,
0:01:51 > 0:01:53but still took their money...
0:01:53 > 0:01:57They've just taken a payment from our bank account without permission,
0:01:57 > 0:02:00not explained to us what it is for, invoiced us or anything.
0:02:00 > 0:02:03We just can't get any sort of response from the company at all.
0:02:03 > 0:02:08Overall, I'm just completely disgusted at how we've been treated as a paying customer.
0:02:08 > 0:02:13..plus more problems solved at our Pop Up Shop.
0:02:22 > 0:02:25Well, if there's one issue that affects all of us, it's our energy bills.
0:02:25 > 0:02:29Now, every one of the country's 26 million homes
0:02:29 > 0:02:32needs power of some kind and we use a lot of it.
0:02:32 > 0:02:34In fact, according to official figures,
0:02:34 > 0:02:39a third of all energy used in the UK now goes to households.
0:02:39 > 0:02:42But all of you are definitely NOT happy customers.
0:02:42 > 0:02:45Once again this year, many, many viewers have written to us
0:02:45 > 0:02:49about what you see as confusing tariffs, mistakes in your bills
0:02:49 > 0:02:52and, of course, how much you're having to pay.
0:02:54 > 0:02:55It's all about money.
0:02:55 > 0:02:58They want to make profits for their own pockets.
0:02:58 > 0:03:00They don't care about you and me and everybody.
0:03:00 > 0:03:03Well, we're just trying to get a cheaper one, you know.
0:03:03 > 0:03:07We used to be on British Gas, but we've gone on to someone else now.
0:03:07 > 0:03:08I think we've signed up to something
0:03:08 > 0:03:11where we should be getting a good fixed rate,
0:03:11 > 0:03:13but the fixed rate is actually quite expensive,
0:03:13 > 0:03:16and I think we're probably getting a better deal
0:03:16 > 0:03:19than if we hadn't fixed our rate, but it's still really expensive.
0:03:20 > 0:03:23Although there are smaller companies as well,
0:03:23 > 0:03:27the gas and electricity market is still dominated by the so-called Big Six.
0:03:27 > 0:03:31They've got a massive 99% share of the market.
0:03:31 > 0:03:35But that doesn't mean they each offer just one set of prices.
0:03:35 > 0:03:38In fact, research last year by the regulator Ofgem
0:03:38 > 0:03:41estimated that there were around 400 tariffs on the market.
0:03:41 > 0:03:45And despite promises it would all become much simpler,
0:03:45 > 0:03:48there are still hundreds of tariffs on the market at any one time.
0:03:48 > 0:03:52So although some energy companies are moving in the right direction,
0:03:52 > 0:03:54there's still a long way to go.
0:03:54 > 0:03:57And, of course, it's not just the number of tariffs
0:03:57 > 0:04:00that customers find shocking, but the prices as well.
0:04:00 > 0:04:02Since our last series of Rip-Off Britain,
0:04:02 > 0:04:07the Big Six energy companies have reduced their prices by between 5 and 6%.
0:04:07 > 0:04:10Of course, that's all not to be sniffed at,
0:04:10 > 0:04:13but it's nothing like the amounts they'd put them up by,
0:04:13 > 0:04:15only a few months previously.
0:04:15 > 0:04:18Hikes last autumn left the average household
0:04:18 > 0:04:23paying an astonishing 18% more for gas and 11% more for electricity.
0:04:23 > 0:04:26So what's likely to happen as the temperature drops this winter?
0:04:26 > 0:04:29Could our bills be set to rise yet again?
0:04:29 > 0:04:34That's certainly what some of the companies themselves are warning.
0:04:34 > 0:04:36In May, Centrica, the company that owns British Gas,
0:04:36 > 0:04:40said they were being squeezed by higher wholesale gas prices and other costs,
0:04:40 > 0:04:44and that, as a result, the trend for household bills remains upwards.
0:04:44 > 0:04:48But figures from the government-appointed watchdog Consumer Focus
0:04:48 > 0:04:52suggest that the relationship between what we pay
0:04:52 > 0:04:55and the wholesale costs to the industry aren't always so consistent.
0:04:55 > 0:04:59Take a look at this graph of electricity prices.
0:04:59 > 0:05:03The red line represents what we pay for our electricity.
0:05:03 > 0:05:06The blue line is what the energy companies pay.
0:05:06 > 0:05:10Following an all-time high in September 2008,
0:05:10 > 0:05:13the wholesale costs paid by the industry dropped dramatically,
0:05:13 > 0:05:16and have stayed reasonably steady since.
0:05:16 > 0:05:20But as you can see, whilst the energy companies' costs
0:05:20 > 0:05:23have stayed relatively low, ours remained high.
0:05:23 > 0:05:27In other words, when industry prices went up, so did ours.
0:05:27 > 0:05:30But when theirs dropped, ours didn't.
0:05:30 > 0:05:32It's the same with gas.
0:05:32 > 0:05:35Here's what the industry paid in recent years,
0:05:35 > 0:05:39and this line shows how retail costs haven't followed the same pattern,
0:05:39 > 0:05:42with the result that the average UK household
0:05:42 > 0:05:46spends £1,310 a year on energy.
0:05:46 > 0:05:49But what can you do about your high bills?
0:05:49 > 0:05:52Hannah Mummery from Consumer Focus has some advice.
0:05:52 > 0:05:56The more accurate information you have about how much you spend
0:05:56 > 0:05:58and how much you use, the better.
0:05:58 > 0:06:02It's very difficult to forecast the way energy prices are going.
0:06:02 > 0:06:06Obviously, we all saw a big rise in gas prices before of about 18%.
0:06:06 > 0:06:08We really can't say at the moment
0:06:08 > 0:06:11where things are going to go for next year.
0:06:11 > 0:06:15If you're confused about energy prices,
0:06:15 > 0:06:19our own website has a lot of information about how to switch,
0:06:19 > 0:06:22the latest energy prices for your area,
0:06:22 > 0:06:26and also a list of websites approved under our confidence code,
0:06:26 > 0:06:29and that means that you can be sure that those websites
0:06:29 > 0:06:31will give you all the prices on the market.
0:06:31 > 0:06:34You can also phone a Citizens' Advice consumer service.
0:06:34 > 0:06:38Over the last few months, some of the Big Six energy companies
0:06:38 > 0:06:42have done their best in their ads to make us feel
0:06:42 > 0:06:45they understand concerns over energy prices,
0:06:45 > 0:06:48promising us "feel-better energy"
0:06:48 > 0:06:50and that they're "looking after your world".
0:06:50 > 0:06:52But are they really on our side?
0:06:53 > 0:06:58Later in the programme, I'll be meeting Christine McGourty from Energy UK,
0:06:58 > 0:07:01the body that speaks for the Big Six energy companies.
0:07:01 > 0:07:03Hi, it's Gloria from Rip-Off Britain.
0:07:03 > 0:07:05We met last year,
0:07:05 > 0:07:08so I'll be finding out how things have changed since then.
0:07:08 > 0:07:13I know that you and this programme has been scrutinising bills,
0:07:13 > 0:07:15jargon, tariffs really closely,
0:07:15 > 0:07:18and I can assure you that things are improving
0:07:21 > 0:07:24Imagine being told by your energy company
0:07:24 > 0:07:27that you owe hundreds of pounds more than you think you do,
0:07:27 > 0:07:30and however much you protest, they just won't budge.
0:07:30 > 0:07:34Well, for one customer of npower's, that was just the start of it,
0:07:34 > 0:07:37and when he continued to insist that they'd got it wrong,
0:07:37 > 0:07:39the company decided enough was enough.
0:07:44 > 0:07:46Malvern in Worcestershire.
0:07:46 > 0:07:49Surrounded by beautiful hills and countryside,
0:07:49 > 0:07:51and an attractive spa town.
0:07:53 > 0:07:56So when builder Tony Williams moved his family here in 2004,
0:07:56 > 0:07:59he thought he'd found his dream home.
0:08:00 > 0:08:04The thing that we really liked was the position of the property.
0:08:04 > 0:08:08Being in the countryside, it had a generous garden.
0:08:08 > 0:08:10It was the ideal property for us.
0:08:10 > 0:08:12But little did Tony know
0:08:12 > 0:08:15that there would come to be an expensive problem with the house.
0:08:15 > 0:08:17Or at least with its electricity bills.
0:08:17 > 0:08:21And according to his energy company npower,
0:08:21 > 0:08:24that problem dates back to the moment he arrived.
0:08:24 > 0:08:25When we first moved in...
0:08:25 > 0:08:30Of course, when you move into any property, you take a meter reading.
0:08:30 > 0:08:33We sort of monitored that over first few years
0:08:33 > 0:08:37and, of course, had different visits from npower's representative.
0:08:37 > 0:08:44Our average quarterly payment was about £150 per quarter for usage.
0:08:46 > 0:08:49But four years later, in February 2008,
0:08:49 > 0:08:52npower sent a rather bigger quarterly bill.
0:08:52 > 0:08:57We received a bill from npower for our electricity supply
0:08:57 > 0:08:59of over £2,700.
0:08:59 > 0:09:03When we received that, obviously we were really shocked
0:09:03 > 0:09:05and when we contacted npower,
0:09:05 > 0:09:07they said it was for back billing
0:09:07 > 0:09:10for the four years we'd been here then.
0:09:11 > 0:09:14Npower told Tony all the electricity bills
0:09:14 > 0:09:17since he'd moved in had been estimates,
0:09:17 > 0:09:20and that he'd been dramatically undercharged.
0:09:20 > 0:09:22But Tony disputed that.
0:09:22 > 0:09:25To prove his case, he took daily readings of his usage
0:09:25 > 0:09:27and, after sending them to npower,
0:09:27 > 0:09:29they accepted they'd made a mistake.
0:09:29 > 0:09:32Once npower investigated,
0:09:32 > 0:09:36we did receive a new amended bill with an apology letter,
0:09:36 > 0:09:40and the new amended bill was £105.
0:09:40 > 0:09:45So, we took it that that was correct after they investigated it.
0:09:46 > 0:09:49So Tony paid that smaller amount, and all seemed fine,
0:09:49 > 0:09:52at least until November 2010
0:09:52 > 0:09:55when he received another bigger-than-expected bill.
0:09:55 > 0:09:58This time, for over £7,300.
0:09:58 > 0:10:00Tony again disputed the bill,
0:10:00 > 0:10:04but this time the matter wasn't so easily resolved.
0:10:04 > 0:10:05'The alarm bells were ringing,'
0:10:05 > 0:10:10thinking, "Well, we've paid all this money in the four years that we'd been here,
0:10:10 > 0:10:13"yet npower are still asking for further money."
0:10:15 > 0:10:18And then, at the end of January this year,
0:10:18 > 0:10:23a knock on the door signalled that things were about to get a whole lot worse.
0:10:23 > 0:10:27We had a visit by three men from npower.
0:10:27 > 0:10:29One was a warrant officer.
0:10:29 > 0:10:31He produced a letter for us
0:10:31 > 0:10:36for monies that were owing to npower on the account.
0:10:36 > 0:10:40They gave me the choice of whether to pay on the day £7,300
0:10:40 > 0:10:45to clear the account, or to put in a prepayment meter.
0:10:45 > 0:10:49Shocked and unable to come up with more than £7,000
0:10:49 > 0:10:52to pay the bill, even if he wanted to,
0:10:52 > 0:10:57Tony had no choice but to agree to have the prepayment meter fitted.
0:10:57 > 0:11:00Npower once again claimed the money apparently owed
0:11:00 > 0:11:04was for back-payment from the very first date the family moved in.
0:11:04 > 0:11:06And, as far as Tony was concerned,
0:11:06 > 0:11:10he'd already proved them wrong on that score four years earlier.
0:11:10 > 0:11:12But when he reminded the company of that,
0:11:12 > 0:11:15the reason for the huge bill suddenly changed.
0:11:15 > 0:11:18They then come back to me and they said
0:11:18 > 0:11:20they have looked at the account again
0:11:20 > 0:11:24and decided that it was for a 11-month period,
0:11:24 > 0:11:31a large energy use of electricity between 2008 and 2009.
0:11:31 > 0:11:36that we had used £7,000 worth of electric.
0:11:36 > 0:11:38Yes, you heard right.
0:11:38 > 0:11:42They said Tony had used £7,000 worth of electricity
0:11:42 > 0:11:44in less than a year.
0:11:44 > 0:11:48Even for a big family that wouldn't be easy!
0:11:48 > 0:11:51In desperation, Tony hired an electrician to test
0:11:51 > 0:11:54every single electrical appliance in the house
0:11:54 > 0:11:56And the results were clear -
0:11:56 > 0:11:59everything was working exactly as it should.
0:11:59 > 0:12:03So why was he being asked to pay so much more than it seemed he was using?
0:12:03 > 0:12:08In our little close here, we've got five properties in total,
0:12:08 > 0:12:10three of which are identical.
0:12:10 > 0:12:16I've discussed our energy use with our identical neighbours
0:12:16 > 0:12:21and we're on par with what they are using as well.
0:12:22 > 0:12:25A few weeks later, npower sent another bill,
0:12:25 > 0:12:29now claiming the amount the family owed was - wait for it -
0:12:29 > 0:12:31£8,500!
0:12:31 > 0:12:35Tony insists they couldn't have used that much electricity
0:12:35 > 0:12:39and, of course, since the energy company fitted that prepayment meter,
0:12:39 > 0:12:43he's got a way of proving exactly how much the family uses.
0:12:43 > 0:12:46It seems nowhere near enough to explain those big bills,
0:12:46 > 0:12:49even taking into account the extra they're already being charged
0:12:49 > 0:12:51to cover the back-billing.
0:12:51 > 0:12:55We take actual meter readings every day.
0:12:55 > 0:12:57We've got energy monitors in place,
0:12:57 > 0:13:03which gives us an annual bill of £805 on average,
0:13:03 > 0:13:04for the electricity.
0:13:04 > 0:13:08At the moment, that's the speeded-up rate
0:13:08 > 0:13:14that npower set the meter to pay back a bill that we don't owe.
0:13:14 > 0:13:16We just don't seem to be getting anywhere,
0:13:16 > 0:13:19and it just seems to be going round in circles,
0:13:19 > 0:13:23with npower keep changing their minds on what the usage is for.
0:13:23 > 0:13:26It's caused us a lot of family problems
0:13:26 > 0:13:30and I just don't seem to be getting any further,
0:13:30 > 0:13:33or any clearer with this dispute with npower.
0:13:33 > 0:13:38I just want somebody to actually sort it out for us once and for all.
0:13:40 > 0:13:43Angry and confused, Tony complained to the Energy Ombudsman.
0:13:45 > 0:13:50He's looked at the file on behalf of npower and myself and he said
0:13:50 > 0:13:56the good news is that npower cannot claim more than 12 months back
0:13:56 > 0:13:58for any back-billing, they call it.
0:13:58 > 0:14:00He said but the bad news is
0:14:00 > 0:14:07npower are still insisting that we owe over £1,800 on the account.
0:14:07 > 0:14:10Fortunately for Tony, the Energy Ombudsman
0:14:10 > 0:14:14ruled this summer that this amount should come down, concluding that
0:14:14 > 0:14:17npower failed to take reasonable steps
0:14:17 > 0:14:19to accurately bill the account,
0:14:19 > 0:14:22and that there was evidence of poor customer service.
0:14:22 > 0:14:24They've told npower to apologise,
0:14:24 > 0:14:25correct the bill,
0:14:25 > 0:14:29agree a payment plan for the outstanding amount and,
0:14:29 > 0:14:30as a goodwill gesture,
0:14:30 > 0:14:32offer a financial award
0:14:32 > 0:14:37in recognition of the shortfall in service and inconvenience caused.
0:14:37 > 0:14:43Meanwhile, npower told us they've reduced the bill to £891,
0:14:43 > 0:14:47which they say is in line with the family's annual usage.
0:14:47 > 0:14:50They've told us they're sorry to hear about the situation
0:14:50 > 0:14:53and are really keen to resolve this as quickly as possible.
0:14:55 > 0:14:59As is Tony, who's desperate to put the whole stressful business behind him.
0:14:59 > 0:15:02It's caused lots of problems in the house.
0:15:02 > 0:15:06I don't mind paying for what we owe,
0:15:06 > 0:15:08but I feel very frustrated.
0:15:11 > 0:15:14Next, if your boiler suddenly packs up,
0:15:14 > 0:15:16getting it fixed doesn't usually come cheap.
0:15:16 > 0:15:18Which is why a growing number of us
0:15:18 > 0:15:22now buy some sort of annual cover, to pay for any unexpected repairs.
0:15:22 > 0:15:25But, a word of warning - choose your policy carefully,
0:15:25 > 0:15:29because you may find you haven't got quite the protection you thought.
0:15:32 > 0:15:36For many of us, weather like this has become a familiar sight
0:15:36 > 0:15:39over the last few years, even right into spring.
0:15:39 > 0:15:42And when the temperature drops, the last thing you'd need
0:15:42 > 0:15:45is for your heating to suddenly pack up.
0:15:45 > 0:15:48That's why, last autumn, Gary and April Snewing from Kent
0:15:48 > 0:15:51set out to find a company who'd protect them
0:15:51 > 0:15:55if they unexpectedly found themselves in the cold.
0:15:55 > 0:15:56Because winter was coming,
0:15:56 > 0:15:59we decided we needed to have some sort of cover on the boiler.
0:15:59 > 0:16:02We searched online, found a local firm, and thought we'd go with them
0:16:02 > 0:16:05cos the prices seemed fine and they was local.
0:16:05 > 0:16:06So, in early October,
0:16:06 > 0:16:10the Snewings signed up to a Dartford-based company
0:16:10 > 0:16:13called Dial A Rod, who appeared on the internet as dialarod.tv,
0:16:13 > 0:16:18and shouldn't be confused with any companies with similar names.
0:16:18 > 0:16:21They paid for the company's "gold" heating and boiler cover,
0:16:21 > 0:16:23which, for £4.55 a month,
0:16:23 > 0:16:27promised to cover them for an unlimited number of claims.
0:16:27 > 0:16:32Their first month's premium was taken, and it seemed the timing couldn't have been better,
0:16:32 > 0:16:35because in November, yes, their boiler stopped working.
0:16:37 > 0:16:41I'd woken up that first morning and the house was very, very cold.
0:16:41 > 0:16:45I come into the living room and I played with the thermostat.
0:16:45 > 0:16:49I couldn't hear the boiler fire up, so I looked at the boiler. There was no lights on at all.
0:16:49 > 0:16:52So I immediately went downstairs, picked up the phone
0:16:52 > 0:16:56and thought I'd dial Dial A Rod because, after all, I was insured.
0:16:56 > 0:16:58As relatively new customers,
0:16:58 > 0:17:02Dial A Rod requested that the couple paid the full year's premium
0:17:02 > 0:17:07of £54.74 up front on their debit card and cancel their Direct Debit.
0:17:07 > 0:17:09They said as I was a new customer,
0:17:09 > 0:17:13I needed to pay the full year upfront, which I didn't really have a problem with at all.
0:17:13 > 0:17:15I just wanted someone out to fix the heating.
0:17:15 > 0:17:18After Dial A Rod had taken the payment,
0:17:18 > 0:17:21they sent a repair man round the next day.
0:17:21 > 0:17:25The engineer arrived and diagnosed the problem quite quickly.
0:17:25 > 0:17:28They said it was the bypass valve that needed to be changed.
0:17:28 > 0:17:31But he said it would cost them £128,
0:17:31 > 0:17:32which confused the couple,
0:17:32 > 0:17:36because their contract was meant to cover them for parts and labour.
0:17:36 > 0:17:39The engineer did state that we'd have to pay it,
0:17:39 > 0:17:41but it wasn't really for him to discuss,
0:17:41 > 0:17:43it was for us to take up with the head office the next day.
0:17:43 > 0:17:45With the assessment completed,
0:17:45 > 0:17:50the engineer left and then returned a few days later with the parts to finish the job.
0:17:50 > 0:17:54But, within hours, things were about to get worse.
0:17:54 > 0:17:57The house was freezing, no hot water,
0:17:57 > 0:17:59I hadn't yet had a chance to have a shower.
0:17:59 > 0:18:02So, you can imagine I was feeling quite distressed.
0:18:03 > 0:18:05They called Dial A Rod again.
0:18:05 > 0:18:08After all, the company had sold them an annual contract
0:18:08 > 0:18:11covering them for exactly this sort of situation.
0:18:11 > 0:18:12Or so you'd think.
0:18:12 > 0:18:16We did want Dial A Rod to come back and sort the problem out,
0:18:16 > 0:18:18but, unfortunately, we were hitting a brick wall
0:18:18 > 0:18:21trying to contact them to resolve the matter,
0:18:21 > 0:18:23to get an engineer to come back,
0:18:23 > 0:18:25or get any sort of response from them, really.
0:18:25 > 0:18:29Dial A Rod said they were waiting for the engineer
0:18:29 > 0:18:32who'd done the repair to send in his report.
0:18:32 > 0:18:35But, since then, the company has gone very quiet.
0:18:35 > 0:18:41We've phoned, e-mailed, every possible contact that we could possibly make with Dial A Rod.
0:18:41 > 0:18:43Not had one single response.
0:18:43 > 0:18:45But then, in the middle of winter,
0:18:45 > 0:18:47just as things were getting desperate,
0:18:47 > 0:18:50Gary was able to get help from elsewhere.
0:18:50 > 0:18:53Luckily, my husband noticed with our new bank account
0:18:53 > 0:18:56that we were covered for some small insurance,
0:18:56 > 0:18:58with regards to the boiler, so he called them straight up.
0:18:58 > 0:19:02They sent an engineer out. The problem was fixed in no time at all.
0:19:02 > 0:19:06We were extremely happy to finally have the heating and hot water back on.
0:19:07 > 0:19:09And that should have been the end of it.
0:19:09 > 0:19:12Except that when April next checked her bank account,
0:19:12 > 0:19:15she saw that Dial a Rod had taken the £128
0:19:15 > 0:19:18their engineer had mentioned. Which seemed a bit of a cheek.
0:19:18 > 0:19:22Because not only had Dial A Rod failed to fix the boiler themselves,
0:19:22 > 0:19:26but surely any work they did do should have been covered under the maintenance contract.
0:19:26 > 0:19:28Otherwise, to Gary and April,
0:19:28 > 0:19:31that contract seemed to have very little point.
0:19:31 > 0:19:35At no time did we say that they could keep our bank details on file,
0:19:35 > 0:19:39and use that card as and when they wanted to.
0:19:39 > 0:19:43So I was very, very upset about the fact that they'd taken the payment from us.
0:19:44 > 0:19:46April phoned to complain.
0:19:46 > 0:19:48Then Gary phoned to complain.
0:19:48 > 0:19:51In total, they called Dial A Rod 15 times,
0:19:51 > 0:19:54but never got a proper explanation.
0:19:54 > 0:19:58I'm completely amazed at the behaviour of this company.
0:19:58 > 0:20:02Their customer service is completely astonishing.
0:20:02 > 0:20:03Their staff are rude,
0:20:03 > 0:20:08they don't respond to any e-mails or anything in writing.
0:20:08 > 0:20:12And when we got in touch, they didn't respond to us either.
0:20:12 > 0:20:17Although we did speak to one of the company directors, and sent follow-up e-mails,
0:20:17 > 0:20:20they haven't given us any explanation for the way the Snewings were treated,
0:20:20 > 0:20:26or why they charged £128 for a part that you'd think would be covered under their policy.
0:20:26 > 0:20:29And it's that part of the story that angers April the most.
0:20:29 > 0:20:33She's upset the company took the money without her say-so.
0:20:33 > 0:20:36They've just taken a payment from our bank account without permission,
0:20:36 > 0:20:40not explained to us what it is for, invoiced us, or anything.
0:20:40 > 0:20:43We just can't get any sort of response from the company at all.
0:20:43 > 0:20:48Overall, I'm just completely disgusted at how we've been treated as a paying customer.
0:20:48 > 0:20:52The company is a complete joke as far as I'm concerned.
0:20:52 > 0:20:56Well, if you're wondering whether to get cover for your boiler,
0:20:56 > 0:20:58but don't want to end up in a similar situation,
0:20:58 > 0:21:00here's Sarah Pennells from SavvyWoman
0:21:00 > 0:21:02with some points to keep in mind.
0:21:02 > 0:21:05There are two different types of boiler cover.
0:21:05 > 0:21:07The first is insurance-based
0:21:07 > 0:21:09and the second is a service contract.
0:21:09 > 0:21:11If you have an insurance-based cover,
0:21:11 > 0:21:15that means you can complain to the Financial Ombudsman Service for free
0:21:15 > 0:21:17when you complain to the company
0:21:17 > 0:21:20and you're not happy with the way they deal with it.
0:21:20 > 0:21:23If it's service-based, and you're not happy,
0:21:23 > 0:21:25you can go to somebody like Trading Standards.
0:21:25 > 0:21:29The first thing with boiler cover is to think about whether you actually need it,
0:21:29 > 0:21:33Some home insurance policies, if you pay a bit extra,
0:21:33 > 0:21:35will include home emergency cover,
0:21:35 > 0:21:39and that's normally enough to pay for three or four hours of someone's time,
0:21:39 > 0:21:41but check how much the limits are.
0:21:41 > 0:21:43You may also get this cover
0:21:43 > 0:21:46if you pay for a packaged bank account and have a monthly fee.
0:21:46 > 0:21:48Again, check how much you're covered for,
0:21:48 > 0:21:50and whether it will apply to you.
0:21:50 > 0:21:53If you want boiler cover, the starting point is to work out
0:21:53 > 0:21:54how much cover you want.
0:21:54 > 0:21:58Now, some policies will cover the boiler and the controls,
0:21:58 > 0:22:00others will cover the whole central heating system.
0:22:00 > 0:22:03But this is normally much more expensive.
0:22:03 > 0:22:06Now, if your boiler isn't in its first flush of youth,
0:22:06 > 0:22:09just be careful, because some policies won't insure
0:22:09 > 0:22:12or cover boilers beyond a certain age.
0:22:12 > 0:22:14It's normally around seven years.
0:22:14 > 0:22:16Others will cover boilers,
0:22:16 > 0:22:19as long as you insure them by a certain time.
0:22:22 > 0:22:25Still to come on Rip-Off Britain,
0:22:25 > 0:22:28how much money do you waste leaving things on stand-by?
0:22:28 > 0:22:33Have a remote control and you press the off button, you automatically think that's it,
0:22:33 > 0:22:37it's off now, so you don't even realise it's still using energy.
0:22:37 > 0:22:41What's the forecast for this winter's energy bills?
0:22:41 > 0:22:42Will we all be paying more?
0:22:46 > 0:22:48After our last series of Rip-Off Britain,
0:22:48 > 0:22:53many thousands of you sent in for our Rip-Off Britain guide to getting a good deal.
0:22:53 > 0:22:56This year, we've written a new expanded guide,
0:22:56 > 0:22:59with practical advice and topics covered in this series,
0:22:59 > 0:23:03like Payment Protection Insurance, cold calls and supermarket deals,
0:23:03 > 0:23:06as well as updated tips and information
0:23:06 > 0:23:09on avoiding rip-offs and getting a better deal.
0:23:09 > 0:23:12You can find a link to the new free guide on our website.
0:23:16 > 0:23:17Or to receive a copy in the post,
0:23:17 > 0:23:20send a stamped, self-addressed A5 envelope
0:23:20 > 0:23:23to the address that we'll give you right at the end of the programme.
0:23:26 > 0:23:30Rip-Off Britain has set up our very own Pop Up Shop.
0:23:30 > 0:23:32Inside, our team of experts
0:23:32 > 0:23:35have been listening to your consumer problems.
0:23:36 > 0:23:40People were dropping in all weekend to ask for their advice.
0:23:40 > 0:23:45Sue them for breach of contract - you can do that through the Small Claims Court.
0:23:45 > 0:23:49The bank you're complaining about hasn't the best reputation in terms of complaints.
0:23:49 > 0:23:51Anne and her husband have been shopping around
0:23:51 > 0:23:56to reduce their energy bills, but want to know why
0:23:56 > 0:24:00their new supplier has asked them to pay a security deposit up front.
0:24:00 > 0:24:03When the application went in,
0:24:03 > 0:24:07there was no mention about needing a security deposit,
0:24:07 > 0:24:12and we're a bit apprehensive about giving them this security money.
0:24:12 > 0:24:16On the whole, most companies don't require a deposit,
0:24:16 > 0:24:19but the company that you're thinking of joining,
0:24:19 > 0:24:21after carrying out a credit reference check,
0:24:21 > 0:24:23which all suppliers do,
0:24:23 > 0:24:26they deemed it necessary that you pay a small deposit
0:24:26 > 0:24:29because, rightly or wrongly,
0:24:29 > 0:24:31they may have feared that you may be unable,
0:24:31 > 0:24:34from your history, to actually pay the bills.
0:24:34 > 0:24:37You're doing the right thing shopping around.
0:24:37 > 0:24:40So if they are the most competitive, very much enjoy the savings.
0:24:40 > 0:24:43It's just that, for some reason, they deem it necessary
0:24:43 > 0:24:47to have some money up front before becoming a member.
0:24:47 > 0:24:48Fair enough, yes.
0:24:48 > 0:24:52You've also been letting us know what you really think
0:24:52 > 0:24:54in our Gripe Box.
0:24:54 > 0:24:59Energy companies continually phoning you up wanting you to change.
0:24:59 > 0:25:01It's a struggle, it is a struggle sometimes
0:25:01 > 0:25:05when you find your insurance bills are creeping up.
0:25:05 > 0:25:08The cost of mobile phones in relation to the quality of service...
0:25:08 > 0:25:13Well, I'm really annoyed with energy prices, both gas and electric.
0:25:13 > 0:25:17This programme started to broadcast really at the very beginning of the recession
0:25:17 > 0:25:20and, without blowing our own trumpet too much,
0:25:20 > 0:25:22I think that what we've done is we have taught people
0:25:22 > 0:25:26through the screen that it's all right to complain,
0:25:26 > 0:25:30and I think we've taught the British people to be better complainers and to get somewhere.
0:25:30 > 0:25:33And, of course, that is the value of having all the experts,
0:25:33 > 0:25:36because they get an instant answer, instant help and, sometimes,
0:25:36 > 0:25:40you know, it's a no-no in as much that it's your mistake and, sadly,
0:25:40 > 0:25:44though we'd like to help and get your money back, we can't.
0:25:44 > 0:25:46But you know what occurs to me, Gloria?
0:25:46 > 0:25:49I don't think that companies recognise sometimes,
0:25:49 > 0:25:53not just, as you say, the fact that people are being let down by companies,
0:25:53 > 0:25:56but the emotional effect that it has on them.
0:25:56 > 0:25:58It just rips them apart sometimes,
0:25:58 > 0:26:02so we're not just talking about people feeling that they have lost money.
0:26:02 > 0:26:04They've lost more than that.
0:26:04 > 0:26:06They've lost peace of mind, They've lost trust.
0:26:06 > 0:26:09And the effect that it has on people,
0:26:09 > 0:26:12not just because they find that they can't get any kind of recompense
0:26:12 > 0:26:15but that they've then got to go through writing to this one,
0:26:15 > 0:26:17complaining to that one, telephoning that one.
0:26:17 > 0:26:19- And not everyone has the energy to do that.- Exactly.
0:26:19 > 0:26:24- That's the other point. That's why this is great here because we take up that energy.- We do.
0:26:24 > 0:26:29Senga's concerned that she's paying the price for having a prepayment gas and electricity meter,
0:26:29 > 0:26:31and wants some advice on switching.
0:26:31 > 0:26:33Is there any way,
0:26:33 > 0:26:37if I came off prepayment meters and went on to monthly bills,
0:26:37 > 0:26:40is there any way I can keep a check-up on what I'm using?
0:26:40 > 0:26:44- Yes, absolutely. I mean, do you have access to an internet?- Yes.
0:26:44 > 0:26:46Because what we would strongly recommend is
0:26:46 > 0:26:49that you consider an online tariff.
0:26:49 > 0:26:51Just by receiving your bill by e-mail,
0:26:51 > 0:26:54you can save yourself hundreds of pounds,
0:26:54 > 0:26:58and the good advantage of having an online plan is actually that
0:26:58 > 0:27:02they require you to actually read the meter at least four times a year.
0:27:02 > 0:27:05So you're actually keeping track of the energy you're using,
0:27:05 > 0:27:07but that's only a minimum.
0:27:07 > 0:27:09You could read the meter as much as you want,
0:27:09 > 0:27:13just to make sure that any payments are reflecting the reality of your usage.
0:27:17 > 0:27:19Now, as you know,
0:27:19 > 0:27:22we're never afraid to take the energy companies on
0:27:22 > 0:27:25over what we have to pay for our gas and electricity.
0:27:25 > 0:27:30But when you get a sky-high bill, it is of course just possible
0:27:30 > 0:27:33that part of the reason may lie a little closer to home.
0:27:33 > 0:27:37And while none of us are exactly ripping ourselves off,
0:27:37 > 0:27:41most of us could do quite a bit more to bring our own bills down.
0:27:41 > 0:27:45For instance, we all know we shouldn't leave lights on, or keep the telly on stand-by,
0:27:45 > 0:27:49but you may be shocked to realise which of our household appliances
0:27:49 > 0:27:52are the worst offenders when it comes to wasting energy.
0:27:52 > 0:27:56And, indeed, exactly how much money that is adding to your bill.
0:28:00 > 0:28:02Are you losing money while you sleep?
0:28:02 > 0:28:04Well, millions of us are,
0:28:04 > 0:28:07by leaving on that tiny little red stand-by light,
0:28:07 > 0:28:09or not turning off enough switches.
0:28:09 > 0:28:13But exactly how much money does that mean that you're wasting?
0:28:13 > 0:28:16Meet Andrew and Jenny Thorp from Enfield.
0:28:16 > 0:28:19They're going to help us find out.
0:28:19 > 0:28:21The couple moved into a new house last November,
0:28:21 > 0:28:25and they've already got into some bad habits.
0:28:25 > 0:28:28I leave the lights on. I think lots of other people do that,
0:28:28 > 0:28:30but I think I'm particularly bad at that,
0:28:30 > 0:28:31and also leaving things on charge.
0:28:31 > 0:28:33We have an iPad, various laptops,
0:28:33 > 0:28:36mobile phones and things, and we tend to put them on charge,
0:28:36 > 0:28:39and leave them on charge until we next want them.
0:28:39 > 0:28:43I think when you have a remote control and you press the off button
0:28:43 > 0:28:44you automatically think that's it,
0:28:44 > 0:28:48it's off now, so you don't even realise it's still using energy.
0:28:48 > 0:28:52To see out how much money Andrew and Jenny are effectively throwing down the drain,
0:28:52 > 0:28:56we've called in David Weatherall from the Energy Saving Trust.
0:28:56 > 0:29:01He's come to have a quick look round the house to see where they're going wrong.
0:29:01 > 0:29:05First stop is the kitchen where one particular appliance
0:29:05 > 0:29:09is often left on stand-by - an old TV.
0:29:12 > 0:29:16The couple could save £3 a year by switching their TV off.
0:29:16 > 0:29:21But what about the washing machine? That's often left on stand-by, too.
0:29:21 > 0:29:25More modern washing machines would tend to have lower stand-by consumption,
0:29:25 > 0:29:27but because you've said that's five or six years old,
0:29:27 > 0:29:31you could really be drawing quite a lot of power leaving it in that stand-by mode.
0:29:31 > 0:29:35Switching it off straightaway could save £3 a year.
0:29:35 > 0:29:38Not a huge amount, but it all adds up.
0:29:38 > 0:29:42So this is a really old fridge-freezer, about 15 years old. We had it second hand.
0:29:42 > 0:29:44It's going to be drawing a lot of energy.
0:29:44 > 0:29:50The opportunity there is to clearly invest in a new fridge-freezer,
0:29:50 > 0:29:55which I think might even save you up to sort of £15 to 20 a year.
0:29:55 > 0:30:01So, another £20 a year saved by updating the fridge-freezer.
0:30:01 > 0:30:03And it's not just about the money.
0:30:03 > 0:30:08A new fridge is likely to be up to 70% more energy efficient than the older model like this one.
0:30:08 > 0:30:13And here's something else that can waste a lot of energy.
0:30:13 > 0:30:15If everybody put the right amount of water in their kettle,
0:30:15 > 0:30:19then it would be enough to power the UK's street lighting for a year.
0:30:19 > 0:30:22That works out at £7 a year for each household,
0:30:22 > 0:30:26which, combined with the other energy savings Andrew and Jenny could make,
0:30:26 > 0:30:30means a possible total saving of £33 a year,
0:30:30 > 0:30:32just in the kitchen.
0:30:32 > 0:30:34And there's more to be saved elsewhere.
0:30:34 > 0:30:39Switching their laptop off, rather than leaving it on stand-by, could save them £1.50.
0:30:39 > 0:30:42And when you add that to the cost of keeping on stand-by
0:30:42 > 0:30:48their TV, set-top box, Blu Ray player, and surround sound,
0:30:48 > 0:30:51that's another £10 a year that could be saved.
0:30:51 > 0:30:54Using energy-saving lightbulbs throughout the house
0:30:54 > 0:30:57could also help reduce their energy bill.
0:30:57 > 0:31:01For each light bulb that you change, we'd be typically expecting you
0:31:01 > 0:31:05to save around £3 a year, so again it really adds up.
0:31:05 > 0:31:06For Andrew and Jenny,
0:31:06 > 0:31:10changing those bulbs would mean a saving of at least £9 a year,
0:31:10 > 0:31:14taking the total amount they could save to over £50.
0:31:14 > 0:31:18That means, after just a quick glance round their house,
0:31:18 > 0:31:23our expert's managed to knock almost a sixth off the couple's annual electricity bill,
0:31:23 > 0:31:25all in the click of a few switches.
0:31:25 > 0:31:29And the most shocking part of that is how much of the total
0:31:29 > 0:31:34could be saved by just switching off the equipment left on stand-by.
0:31:35 > 0:31:39I would say that, across your whole household,
0:31:39 > 0:31:41you're spending around £50 a year on stand-by power.
0:31:41 > 0:31:45Andrew and Jenny aren't particularly big electricity users
0:31:45 > 0:31:50so in your home, the potential savings could be even greater.
0:31:50 > 0:31:56But even so, the couple are now determined to watch every penny.
0:31:56 > 0:31:59The money you can save and whether we go out for a nice meal
0:31:59 > 0:32:01or go on holiday, or something like that,
0:32:01 > 0:32:04but I think it's quite interesting, the fact that quite easily,
0:32:04 > 0:32:06you can save quite a large amount of money.
0:32:06 > 0:32:09You can find out lots more advice on how to save energy
0:32:09 > 0:32:12within the home by going to our website.
0:32:19 > 0:32:22So, is there a simple way of working out your bills?
0:32:22 > 0:32:25If you want to see if you can better your current energy deal,
0:32:25 > 0:32:26how do you go about it?
0:32:26 > 0:32:29Well, Consumer Focus have pulled together some tips
0:32:29 > 0:32:32on how to make the whole thing a lot simpler.
0:32:32 > 0:32:35When you get your energy bill, obviously the most important thing
0:32:35 > 0:32:38people want to look at is how much money they owe their energy company.
0:32:38 > 0:32:40This is sometimes hard to try and understand
0:32:40 > 0:32:42how you've built up that amount of money.
0:32:42 > 0:32:46All energy bills will have an explanation of how much energy you've used,
0:32:46 > 0:32:48how much each unit costs
0:32:48 > 0:32:50and also how that figure has been calculated.
0:32:50 > 0:32:53It's best to look at that and see how much you've used,
0:32:53 > 0:32:56and whether it corresponds to your meter reading.
0:32:56 > 0:32:59An energy supplier has to tell you whether your meter reading,
0:32:59 > 0:33:03and your bill, is based on an actual accurate meter reading or an estimated one.
0:33:03 > 0:33:06If your bill has been based on an estimated meter reading,
0:33:06 > 0:33:09one of the first things you can do is phone up your energy supplier
0:33:09 > 0:33:12and make sure they have an accurate meter reading as soon as possible,
0:33:12 > 0:33:15to make sure your bill is based on your consumption.
0:33:15 > 0:33:17If you're elderly or disabled,
0:33:17 > 0:33:20a lot of energy suppliers run a priority services register,
0:33:20 > 0:33:24which means they'll come out every three months and do a meter reading for you.
0:33:24 > 0:33:27If you have got a complaint or there's anything you don't understand,
0:33:27 > 0:33:30the first thing you should do is phone your energy company.
0:33:30 > 0:33:35They have an obligation to sort out any consumer query within eight weeks.
0:33:35 > 0:33:38You can also phone Consumer Direct at any time.
0:33:38 > 0:33:40This is a free government service
0:33:40 > 0:33:43that you can call to get advice on your energy bills.
0:33:43 > 0:33:47If your energy company fails to sort out your problem within eight weeks,
0:33:47 > 0:33:50you then have the right to take your problem to the Energy Ombudsman,
0:33:50 > 0:33:54who can give an independent assessment and may even be able to
0:33:54 > 0:33:57provide you with compensation if they find the energy company is at fault.
0:34:00 > 0:34:04So many of your Rip-Off Britain complaints are to do with
0:34:04 > 0:34:06energy prices and the confusion of tariffs.
0:34:06 > 0:34:09So today, I've come to ask a few questions on your behalf
0:34:09 > 0:34:13to Energy UK, which is the voice and body of the entire industry.
0:34:13 > 0:34:17I'm meeting up with Christine McGourty whom I came to see last year as well,
0:34:17 > 0:34:20when she made some big promises.
0:34:20 > 0:34:24There will be more changes next year to bills, to annual statements.
0:34:24 > 0:34:27The regulator is changing the way tariffs are going to work.
0:34:27 > 0:34:29So, there are lots of things happening,
0:34:29 > 0:34:32and I expect we will see more big changes next year.
0:34:32 > 0:34:34Christine, last year in the programme,
0:34:34 > 0:34:38you promised by this spring that all the companies would have
0:34:38 > 0:34:42simplified their tariffs and just made it easy for the consumer to read.
0:34:42 > 0:34:45I don't think, according to our mailbag, that's actually happened.
0:34:45 > 0:34:49I can't obviously make promises on behalf of individual companies,
0:34:49 > 0:34:53but we have seen some really big change right across the industry.
0:34:53 > 0:34:57We've got simpler bills, we've got fewer tariffs from some companies.
0:34:57 > 0:35:01There are different pricing structures for the deals,
0:35:01 > 0:35:03to try and make those easier to understand.
0:35:03 > 0:35:07Companies have been introducing new ways to help people check
0:35:07 > 0:35:09they're on the right deal.
0:35:09 > 0:35:12Yeah, but I don't think they're improving quickly enough.
0:35:12 > 0:35:15I mean, the bills just aren't simple enough, and the system isn't simple enough.
0:35:15 > 0:35:20Well, it's certainly the case that the companies are looking very closely at their bills.
0:35:20 > 0:35:22Some of them have simplified them already.
0:35:22 > 0:35:25I know that you and this programme has been scrutinising bills,
0:35:25 > 0:35:27jargon, tariffs, really closely...
0:35:27 > 0:35:29Because it exists.
0:35:29 > 0:35:32And I can assure you that things are improving,
0:35:32 > 0:35:35and that improvement... OK, it may not happen overnight,
0:35:35 > 0:35:38but there is change and companies really have got the message
0:35:38 > 0:35:43that they need to improve things to make it easier for customers to shop around.
0:35:43 > 0:35:48So maybe you'll explain why is it that, when prices of energy go down,
0:35:48 > 0:35:50we don't see that in our bill?
0:35:50 > 0:35:52There's various things going on here.
0:35:52 > 0:35:55For example, if we take the average bill,
0:35:55 > 0:35:57profit is a very small part of that.
0:35:57 > 0:36:00According to the regulator's figures,
0:36:00 > 0:36:05about half of the average bill is the actual cost of the energy you use,
0:36:05 > 0:36:09Another half of the bill are all these special initiatives out there,
0:36:09 > 0:36:13whether it's government schemes to promote green energy,
0:36:13 > 0:36:17social schemes, tax, the meter, the cost of the infrastructure -
0:36:17 > 0:36:21that's the gas pipes and the electricity wires.
0:36:21 > 0:36:25All these things are what make up your bills.
0:36:25 > 0:36:28So yes, there is an element of profit there.
0:36:28 > 0:36:32The element of profit is relatively small proportion of that.
0:36:32 > 0:36:37The regulator's most recent figures put it at just over £3 a month
0:36:37 > 0:36:40for the average customer on duel fuel.
0:36:40 > 0:36:46And the other side of the coin is the investment we need in this country over the next ten years,
0:36:46 > 0:36:51in order to keep the lights on and meet our environmental targets.
0:36:51 > 0:36:54It always seems to be, though, the customer is paying
0:36:54 > 0:36:56and bearing the brunt of it all.
0:36:56 > 0:36:59Well, of course, people will be pleased that there were
0:36:59 > 0:37:02price cuts at the start of this year. right across many of the companies.
0:37:02 > 0:37:06- Very little, though.- The bigger picture globally is that there is
0:37:06 > 0:37:08more and more demand for energy.
0:37:08 > 0:37:13There are emerging economies - China, Russia, Brazil, India -
0:37:13 > 0:37:16all using more energy than ever before.
0:37:16 > 0:37:22So the demand for energy globally is increasing far quicker than anyone can supply it.
0:37:22 > 0:37:26So out there internationally, it is a difficult situation
0:37:26 > 0:37:31and because Britain doesn't have the North Sea supplies that we used to,
0:37:31 > 0:37:36we are not an energy island any more, exporting energy overseas.
0:37:36 > 0:37:38We're importing it.
0:37:38 > 0:37:43So we are at the mercy of these global forces, whether it's political or weather.
0:37:43 > 0:37:46All of these things are impacting the price,
0:37:46 > 0:37:49which is very changeable and quite hard to predict.
0:37:49 > 0:37:51The main six, they gang together.
0:37:51 > 0:37:54One puts it up, the other puts it up, you know. I mean, they do.
0:37:54 > 0:37:56Well, we do have, per unit of energy,
0:37:56 > 0:38:02we have the cheapest gas price of any of the Western European countries,
0:38:02 > 0:38:04and the fourth cheapest electricity price.
0:38:04 > 0:38:06We do have a competitive market,
0:38:06 > 0:38:09one of the most competitive anywhere in the world.
0:38:09 > 0:38:10There's a lot of choice out there,
0:38:10 > 0:38:13whether it's the small companies or the bigger ones,
0:38:13 > 0:38:16and they're all influenced and affected
0:38:16 > 0:38:18by some of the same external forces.
0:38:18 > 0:38:22When the wholesale gas price changes internationally,
0:38:22 > 0:38:25it affects all the companies supplying gas and electricity
0:38:25 > 0:38:26to us in a smaller way.
0:38:26 > 0:38:28The image of the industry is really bad,
0:38:28 > 0:38:33so what are you going to do about that in order to try and get the confidence of the consumer back?
0:38:33 > 0:38:38I think the energy companies recognise that they need to be in a better place.
0:38:38 > 0:38:41They want their customers to appreciate the service
0:38:41 > 0:38:45and the product, and the offering that they give.
0:38:45 > 0:38:48They want to be respected and trusted by the customer.
0:38:48 > 0:38:52- Do you think they are doing enough? - They recognise that's not in a good place at the moment.
0:38:52 > 0:38:57That's why we've seen so many initiatives over the course of the last year,
0:38:57 > 0:39:03a load of initiatives - improving bills, making tariffs and deals easier to understand,
0:39:03 > 0:39:05helping people shop around,
0:39:05 > 0:39:08special help for the most vulnerable customers,
0:39:08 > 0:39:10over 200 million this year alone.
0:39:10 > 0:39:14A lot is going on. It will take time of course.
0:39:14 > 0:39:16The industry does need to change its reputation,
0:39:16 > 0:39:19and you can't do things like that overnight,
0:39:19 > 0:39:21but it's going in the right direction.
0:39:21 > 0:39:23Christine, thank you very much indeed,
0:39:23 > 0:39:26I've a funny feeling I'll be back, yet again, to see you next year.
0:39:27 > 0:39:29Here at Rip-Off Britain,
0:39:29 > 0:39:33we're always ready to investigate more of your stories.
0:39:33 > 0:39:35Confused over your bills?
0:39:35 > 0:39:38Trying to wade through never-ending small print?
0:39:38 > 0:39:40We should read it, but it's not in plain English.
0:39:40 > 0:39:43It should be simple, you know - ABC, very basic stuff.
0:39:43 > 0:39:46Unsure what to do when you discover you've lost out,
0:39:46 > 0:39:50and that "great deal" has ended up costing you money?
0:39:50 > 0:39:52You get home, you get your bill,
0:39:52 > 0:39:54and it's like £70 when it's meant to be £35.
0:39:54 > 0:39:57And it's just, basically, you get ripped off, don't you?
0:39:57 > 0:40:00You might have a cautionary tale of your own,
0:40:00 > 0:40:04and want to share the mistakes that you made with us,
0:40:04 > 0:40:05so that others don't do the same.
0:40:05 > 0:40:10We paid them good money to act in our best interest, they didn't.
0:40:11 > 0:40:17We're particularly keen to hear from you if you've had a problem when travelling abroad or on holiday.
0:40:17 > 0:40:20Did your airline let you down?
0:40:20 > 0:40:24Have you been stung by hidden charges when booking your holiday online?
0:40:24 > 0:40:29Or maybe your travel insurance has not provided you with the protection that you'd hoped for.
0:40:29 > 0:40:30You can write to us at...
0:40:40 > 0:40:42Or send us an e-mail to...
0:40:45 > 0:40:50The Rip-Off team is ready and waiting to investigate your stories.
0:40:52 > 0:40:54Well, as we've just been seeing,
0:40:54 > 0:40:58whatever happens with energy prices over the next few months,
0:40:58 > 0:41:02there are things that virtually all of us can do to bring our own bills down.
0:41:02 > 0:41:05That's absolutely right, but in the meantime,
0:41:05 > 0:41:07do keep in mind that if you're not happy with
0:41:07 > 0:41:10what you pay for your energy or, indeed, the service that you've had,
0:41:10 > 0:41:13it's not difficult to switch to a different supplier.
0:41:13 > 0:41:16And that bit of effort could end up saving you a lot of money.
0:41:16 > 0:41:18And that's advice that we never stop giving.
0:41:18 > 0:41:23So, if your household is one of the majority that has never switched,
0:41:23 > 0:41:25have a think about it now.
0:41:25 > 0:41:28You'll find lots of information on our website...
0:41:31 > 0:41:33It'll tell you everything you need to know,
0:41:33 > 0:41:36along with some really useful energy-saving tips as well.
0:41:36 > 0:41:38And on that positive note, that's it for today.
0:41:38 > 0:41:42We will see you again very soon, I hope, but until then, from all of us...
0:41:42 > 0:41:43- Goodbye.- Goodbye.- Bye.
0:42:04 > 0:42:07Subtitles by Red Bee Media Ltd