0:00:02 > 0:00:06We asked you to tell us who has left you feeling ripped off.
0:00:06 > 0:00:10And you contacted us in your thousands, by post, e-mail, even stopping us on the streets.
0:00:10 > 0:00:14The message could not be clearer.
0:00:14 > 0:00:18They are in it for what they can get, not to provide a service.
0:00:18 > 0:00:22I didn't sleep, it upset me so much I did not sleep.
0:00:22 > 0:00:25You've told us that with money tighter than ever
0:00:25 > 0:00:30you need to be sure that every pound you spend is worth it.
0:00:30 > 0:00:33How do might get my money back? Because I'm entitled to it.
0:00:33 > 0:00:38Whether it is a deliberate rip-off, a simple mistake, or a catch in the small print,
0:00:38 > 0:00:43we will find out why you are out of pocket and what you can do about it.
0:00:43 > 0:00:46Keep asking the questions, go to the top if you have to.
0:00:46 > 0:00:49We do get results, that's the interesting thing.
0:00:49 > 0:00:53Your stories, your money, this is Rip-Off Britain.
0:00:56 > 0:00:59Hello and welcome to Rip-Off Britain.
0:00:59 > 0:01:01Today we have some classic examples of why so many of you
0:01:01 > 0:01:04feel you have ended up getting a raw deal
0:01:04 > 0:01:06or experiencing really bad service,
0:01:06 > 0:01:09or maybe both at the same time.
0:01:09 > 0:01:12When you feel you have been ripped off their doesn't actually have to be
0:01:12 > 0:01:14a very large sum of money involved.
0:01:14 > 0:01:17In fact sometimes it is just the everyday prices and costs
0:01:17 > 0:01:21that we have to pay that really irritate the most,
0:01:21 > 0:01:23isn't that the truth?
0:01:23 > 0:01:25That's because at the end of the day we all like to feel
0:01:25 > 0:01:27we are getting value for money
0:01:27 > 0:01:30but unfortunately all too often we are not.
0:01:30 > 0:01:34Today we are going to hear about situations where you feel
0:01:34 > 0:01:38a bit short-changed, and find that what you can do about it.
0:01:38 > 0:01:41On today's programme:
0:01:41 > 0:01:44we have all seen their ads or probably even sung their jingles
0:01:44 > 0:01:47but are comparison sites really as good as they want us to think?
0:01:47 > 0:01:52I feel very misled by fact the advertised price
0:01:52 > 0:01:55seemed cheaper than other companies, and really it wasn't,
0:01:55 > 0:01:57when we looked at the fine detail.
0:01:57 > 0:02:00The price of loyalty.
0:02:00 > 0:02:02Why this family could have got much cheaper flights
0:02:02 > 0:02:05without cashing in their airline points.
0:02:05 > 0:02:09I've been a member of a loyalty programme for over 21 years,
0:02:09 > 0:02:13and feel we have been really ripped off in a sort of a way.
0:02:13 > 0:02:17And more of your problems solved at our consumer advice shop.
0:02:20 > 0:02:22One of the most important pieces of advice
0:02:22 > 0:02:27that we keep coming back to on Rip-Off Britain is "shop around".
0:02:27 > 0:02:30It really is only by getting a whole range of prices
0:02:30 > 0:02:33that you can be sure that you're getting a good deal.
0:02:33 > 0:02:36These days, thanks to the internet,
0:02:36 > 0:02:39there is really no shortage of companies and websites
0:02:39 > 0:02:42that seem to make that whole process not just easier
0:02:42 > 0:02:44but almost instantaneous.
0:02:44 > 0:02:48But can you really be sure that they're giving you the whole picture?
0:02:48 > 0:02:50Or when you compare the market,
0:02:50 > 0:02:55should you also be comparing the comparison sites?
0:02:57 > 0:03:00We all need a bit of help sometimes.
0:03:00 > 0:03:03Ads like these claim that they will point us
0:03:03 > 0:03:06in the best direction of where to get it.
0:03:06 > 0:03:09They are for price comparison websites which have become
0:03:09 > 0:03:13the first port of call for many hoping to get the best deal
0:03:13 > 0:03:15on things like energy tariffs, and insurance.
0:03:15 > 0:03:20There are now scores of sites out there all in fierce competition.
0:03:20 > 0:03:23But it is the ones with the most memorable mascots
0:03:23 > 0:03:26or catchiest ads that have become household names.
0:03:26 > 0:03:31Which? magazine discovered that not all of these sites are necessarily
0:03:31 > 0:03:36comparing every deal available to you, or getting you the best price.
0:03:38 > 0:03:40This is an industry that has mushroomed
0:03:40 > 0:03:43from apparently out of nowhere,
0:03:43 > 0:03:45they're spending a fortune on advertising.
0:03:45 > 0:03:47Simples!
0:03:47 > 0:03:49Some of the biggest advertising campaigns
0:03:49 > 0:03:51are being done by comparison sites now.
0:03:51 > 0:03:54# Save your bread at Go Compare... #
0:03:54 > 0:03:57But businesses that are putting their products on those sites
0:03:57 > 0:03:58pay them to appear there.
0:03:58 > 0:04:02Money Supermarket.com A great deal easier!
0:04:02 > 0:04:06Don't assume this is free, impartial advice you can always trust.
0:04:06 > 0:04:09# Confused.com! #
0:04:09 > 0:04:13Which? magazine do have a comparison site of their own,
0:04:13 > 0:04:14but just for energy.
0:04:14 > 0:04:17And they are concerned that some comparison sites
0:04:17 > 0:04:19don't take an impartial view.
0:04:19 > 0:04:23They did their own tests to compare what you would be offered
0:04:23 > 0:04:25when shopping for insurance.
0:04:25 > 0:04:28We found that the 11 most popular comparison sites
0:04:28 > 0:04:32for the most popular insurance products
0:04:32 > 0:04:35never covered more than a third of the market.
0:04:35 > 0:04:39They don't show you nearly 70%, in most cases,
0:04:39 > 0:04:40of all the deals out there.
0:04:40 > 0:04:44And as Billy Thomson from Merseyside found out, sometimes,
0:04:44 > 0:04:48even when you're offered a good deal on one of these websites,
0:04:48 > 0:04:51actually getting it can be a different matter.
0:04:51 > 0:04:53I use comparison websites four or five times a year
0:04:53 > 0:04:57and I think they're pretty good tools, sometimes you can find a good deal on them.
0:04:57 > 0:05:01So when Billy wanted a new insurance quote
0:05:01 > 0:05:04he knew exactly where to go.
0:05:04 > 0:05:08I need to renew my house and contents insurance
0:05:08 > 0:05:13so I decided to use a comparison website to get a bit of a better deal.
0:05:13 > 0:05:17Billy's current insurer was quoting £185 to renew his policy
0:05:17 > 0:05:22so he turned to Confused.com to see if they could offer anything better.
0:05:22 > 0:05:24I entered all my details,
0:05:24 > 0:05:28they eventually come up with a price of £154.
0:05:28 > 0:05:32As he had hoped, he was offered a saving.
0:05:32 > 0:05:34Swinton Insurance came up trumps,
0:05:34 > 0:05:40offering a policy which cost £31 less than his current policy.
0:05:40 > 0:05:43But in order to get this price
0:05:43 > 0:05:46he had to phone the insurance company directly.
0:05:46 > 0:05:49He could not seal the deal online.
0:05:49 > 0:05:53They insisted that I needed to go through all the details again.
0:05:53 > 0:05:56I did, it was nothing different,
0:05:56 > 0:06:01and then they come up with a price, which was approximately £40 dearer.
0:06:01 > 0:06:04Up to £190.
0:06:04 > 0:06:06However hard he tried,
0:06:06 > 0:06:11Billy could not get Swinton to match the price he'd seen on Confused.com.
0:06:11 > 0:06:16Leaving Billy feeling... well, confused.
0:06:16 > 0:06:19On this occasion I am at a loss
0:06:19 > 0:06:22as to why there's such a difference in price when you come to buy it.
0:06:22 > 0:06:27Both companies have confirmed that the price should have been the same.
0:06:27 > 0:06:29Swinton told us:
0:06:29 > 0:06:30"this was an isolated incident
0:06:30 > 0:06:33"due to an error by one of their call centre staff"
0:06:33 > 0:06:37and they have taken steps to ensure it does not happen again.
0:06:39 > 0:06:42But Which? magazine found some surprising results
0:06:42 > 0:06:47when they posed as customers on a range of comparison websites.
0:06:47 > 0:06:49They found that prices varied
0:06:49 > 0:06:53from £310.28 to £660.20 for car insurance policies,
0:06:53 > 0:06:57despite entering the same details every time.
0:06:57 > 0:07:00That is a 112% difference.
0:07:02 > 0:07:05And it is not just the price that may not necessarily come out
0:07:05 > 0:07:09the way you expected, as teacher, Jo, found out.
0:07:09 > 0:07:12She lives in Manchester with her husband and daughter.
0:07:12 > 0:07:17Last March she was keen to pay less for her car insurance.
0:07:18 > 0:07:21We looked on a number of price comparison websites,
0:07:21 > 0:07:24and TescoCompare.com came out with a very good price
0:07:24 > 0:07:27with two different companies.
0:07:27 > 0:07:31The two cheapest quotes were from Diamond and Admiral.
0:07:31 > 0:07:36Price-wise there didn't seem to be much difference between them.
0:07:36 > 0:07:39We decided to go for the Diamond policy and the website
0:07:39 > 0:07:42instructed us to call Diamond directly
0:07:42 > 0:07:44so my husband made the call.
0:07:44 > 0:07:50However when the policy arrived, Jo noticed a bit of a problem.
0:07:50 > 0:07:52When I looked at the policy documents
0:07:52 > 0:07:54it specified it was a 10-month policy
0:07:54 > 0:07:57rather than the 12-month policy we thought we had taken out.
0:07:58 > 0:08:00At no point did it mention
0:08:00 > 0:08:02it was anything other than an annual premium
0:08:02 > 0:08:04on the price comparison website,
0:08:04 > 0:08:07or during the phone conversation with Diamond.
0:08:07 > 0:08:11I feel very misled by the fact they advertised a price
0:08:11 > 0:08:14that seemed cheaper than other companies and really it wasn't
0:08:14 > 0:08:17when we looked at the fine detail.
0:08:17 > 0:08:22TescoCompare say they always offer annual policies
0:08:22 > 0:08:24so again it seems an error was made
0:08:24 > 0:08:26by the insurance company's call handlers.
0:08:26 > 0:08:29Diamond tell us they can't find a recording of the phone call
0:08:29 > 0:08:31when Jo bought the policy
0:08:31 > 0:08:34but say they are sorry for the inconvenience caused
0:08:34 > 0:08:36and are refunding the extra money
0:08:36 > 0:08:42she was charged to change her policy from a 10 month to a 12 month one.
0:08:42 > 0:08:45And they're sending her some flowers too.
0:08:45 > 0:08:47Comparison sites would say such mistakes are rare
0:08:47 > 0:08:50and that they have saved millions of people
0:08:50 > 0:08:52hundreds of millions of pounds.
0:08:52 > 0:08:55So will you always get a better deal by going online
0:08:55 > 0:08:59rather than calling companies for quotes direct?
0:08:59 > 0:09:03We did an experiment to see whether we'd get the best quotes
0:09:03 > 0:09:07for car insurance on comparison sites or over the phone.
0:09:07 > 0:09:08It wasn't a scientific test
0:09:08 > 0:09:12but did give an idea of the variety of prices.
0:09:12 > 0:09:15I have looked at the four best known comparison sites and it looks like
0:09:15 > 0:09:20the cheapest deal I can get online is £450.
0:09:21 > 0:09:24What's interesting is all four of those sites
0:09:24 > 0:09:28had exactly the same insurance company at the top of their list
0:09:28 > 0:09:32but there is a difference in the quotes of £40.
0:09:32 > 0:09:34We then called the insurers direct
0:09:34 > 0:09:37to see if they would match, or even better, the prices
0:09:37 > 0:09:39we had found online.
0:09:39 > 0:09:42That's actually more expensive then?
0:09:42 > 0:09:46You are quoting me more than the comparison site offered me.
0:09:46 > 0:09:52I'm looking for insurance for a car that I am hoping to buy.
0:09:52 > 0:09:55So, really, I am better going with
0:09:55 > 0:09:58the comparison site than doing it with you on the phone?
0:09:58 > 0:10:02And it was clear that, today at least,
0:10:02 > 0:10:04the websites proved to offer the better deal.
0:10:08 > 0:10:09Well, that was a really interesting
0:10:09 > 0:10:12and useful half an hour spent on the telephone.
0:10:12 > 0:10:15I think the most important thing I've discovered is that those
0:10:15 > 0:10:19comparison sites immediately give you a 15% discount
0:10:19 > 0:10:23from anything the insurance companies will quote you on the telephone
0:10:23 > 0:10:25simply because you are booking online.
0:10:25 > 0:10:28In addition, by telephoning the companies,
0:10:28 > 0:10:32what I have found is some of them will charge you
0:10:32 > 0:10:35an administration fee, as much as £12.50, that'll bump up the price.
0:10:35 > 0:10:41Haggling on the phone like I did may shave a little more off the price.
0:10:41 > 0:10:43You might get a discount on the ancillaries, for example,
0:10:43 > 0:10:48I got six pounds knocked off the cost of my legal insurance.
0:10:48 > 0:10:53But, overall, going online will save you money
0:10:53 > 0:10:57but do remember compare the comparisons.
0:10:57 > 0:10:59That's the way to save money.
0:10:59 > 0:11:03There is no doubt these sites have revolutionised the way we buy
0:11:03 > 0:11:06but to be sure you really are getting the best deal,
0:11:06 > 0:11:08try looking at a few of them and not just one.
0:11:08 > 0:11:11Comparison sites may not always be as...
0:11:11 > 0:11:14- Simples!- As they appear.
0:11:14 > 0:11:17If you'd like more advice on how to make sure you
0:11:17 > 0:11:22really are getting the best deal then you will find plenty on our website:
0:11:28 > 0:11:32Most big-name companies in the UK operate some kind of loyalty
0:11:32 > 0:11:34scheme which we sign up to
0:11:34 > 0:11:36because we think by collecting points or miles
0:11:36 > 0:11:40we will end up saving ourselves some money or getting a better deal.
0:11:40 > 0:11:43After all, that is what most of them tell us.
0:11:43 > 0:11:46But here's a company, that despite promising the world,
0:11:46 > 0:11:52left one family thinking loyalty counts for absolutely nothing.
0:11:53 > 0:12:00After 28 years in the air, it's one of Britain's best-known airlines.
0:12:00 > 0:12:03And Virgin Atlantic say they want flying with them to make you feel,
0:12:03 > 0:12:05well, a bit like this...
0:12:05 > 0:12:07# And I'm feeling good... #
0:12:09 > 0:12:13They make big claims for their loyalty programme as well.
0:12:13 > 0:12:17They call it the Flying Club and they say it's seriously rewarding.
0:12:17 > 0:12:20The website invites you to see for yourself how
0:12:20 > 0:12:23worthwhile your time in the Flying Club can be.
0:12:23 > 0:12:26And that's exactly what this family has been left wondering.
0:12:26 > 0:12:29And why they contacted us.
0:12:29 > 0:12:32When Carol Atwood recently celebrated her 50th birthday,
0:12:32 > 0:12:36her dad, Jack, bought her a very exciting present.
0:12:36 > 0:12:39And what made it even more special was that her husband
0:12:39 > 0:12:42and children could enjoy the gift as well.
0:12:42 > 0:12:45They told me they had booked the flight for all four of us,
0:12:45 > 0:12:47premium economy to Miami.
0:12:47 > 0:12:51We were absolutely over the moon when we got the tickets.
0:12:51 > 0:12:56Lovely sunshine, all the plants have grown up.
0:12:56 > 0:12:59Carol was flying high.
0:12:59 > 0:13:01Her dad Jack's generous gift meant she could take the family to
0:13:01 > 0:13:04stay at her parents holiday home in Florida.
0:13:04 > 0:13:07I think this will be our last family holiday going away
0:13:07 > 0:13:08all four of us together.
0:13:08 > 0:13:10My children are getting older now,
0:13:10 > 0:13:13my son is going on a big trip next year with school.
0:13:13 > 0:13:16He will be 17 by then and I imagine this will be the last year
0:13:16 > 0:13:19he will want to go on holiday with his mum and dad.
0:13:19 > 0:13:23Carol's dad Jack had bought the flights using the points he had
0:13:23 > 0:13:27built up as a long-term member of the Virgin Atlantic Flying Club
0:13:27 > 0:13:32which has a seriously rewarding loyalty programme he was sure would give him the best deal.
0:13:32 > 0:13:38My wife and I joined Virgin Atlantic Flying Club 21 years ago
0:13:38 > 0:13:43and at that time I was doing a lot of business travel, internationally.
0:13:43 > 0:13:47And we accumulated quite a lot of flying miles through Virgin.
0:13:47 > 0:13:50The loyalty programmes were excellent.
0:13:50 > 0:13:51We did very well out of it.
0:13:51 > 0:13:55Jack had used 30,000 points which he had earned
0:13:55 > 0:13:58from years of the loyal flying with Virgin.
0:13:58 > 0:14:01We spent a considerable amount of money in order to
0:14:01 > 0:14:03qualify for these points.
0:14:03 > 0:14:07You have to take several trips to accumulate 30,000 miles.
0:14:07 > 0:14:10He had cashed them in using the Flying Club's
0:14:10 > 0:14:12"miles plus money" option.
0:14:12 > 0:14:15Booking the flights with a combination of points and money.
0:14:15 > 0:14:19The Flying Club said the most cost-effective way of buying
0:14:19 > 0:14:24these tickets was to use a mix of cash plus air miles earned.
0:14:25 > 0:14:29For the four premium economy roundtrips to Miami Jack paid
0:14:29 > 0:14:36£5,102 as well as surrendering all those points which were worth £465.
0:14:36 > 0:14:39Carol was delighted with her birthday present
0:14:39 > 0:14:42but couldn't resist seeing how much more the flights would have cost
0:14:42 > 0:14:44without the advantage of the loyalty club's rates.
0:14:44 > 0:14:49So, she checked in the next day and was horrified to discover on
0:14:49 > 0:14:52the general Virgin Atlantic website the same flights were
0:14:52 > 0:14:56available for just £4,860,
0:14:56 > 0:14:58a lot less than her dad had paid.
0:14:58 > 0:15:01And you wouldn't need to hand over all of those precious points.
0:15:01 > 0:15:05The difference in price between what my father had booked using his
0:15:05 > 0:15:11miles plus money and what I looked at on the website was about £300.
0:15:12 > 0:15:15I couldn't understand why that would be the case,
0:15:15 > 0:15:17as I felt sure that you would get a cheaper flight
0:15:17 > 0:15:20going through the Flying Club than you would do
0:15:20 > 0:15:24just being Joe Public going into their general website.
0:15:24 > 0:15:27And you can see why she might think that.
0:15:27 > 0:15:29According to the Flying Club website,
0:15:29 > 0:15:32"combine your points with cash,
0:15:32 > 0:15:36"and you can access exclusive reduced fares."
0:15:36 > 0:15:39But this fare didn't seem particularly exclusive,
0:15:39 > 0:15:40never mind reduced.
0:15:40 > 0:15:42Jack couldn't understand either.
0:15:42 > 0:15:45We all know that flight prices can go up and down,
0:15:45 > 0:15:49but surely on the loyalty scheme you'd expect to get the best deal,
0:15:49 > 0:15:51not lose all your points
0:15:51 > 0:15:53buying a more expensive fare.
0:15:53 > 0:15:56I just feel disappointed, you know,
0:15:56 > 0:15:59that I've been a member of a loyalty programme,
0:15:59 > 0:16:02my wife and I, for over 21 years
0:16:02 > 0:16:05and you meet this hurdle, you know,
0:16:05 > 0:16:08in trying to do something for your family.
0:16:08 > 0:16:11Feel that we've been really ripped off in a sort of a way.
0:16:11 > 0:16:13Carol was not impressed.
0:16:13 > 0:16:16She contacted Virgin to get an explanation
0:16:16 > 0:16:19and to ask whether the £242 difference in fares
0:16:19 > 0:16:22could be refunded as a gesture of goodwill.
0:16:22 > 0:16:26They told me no, they would not refund the difference,
0:16:26 > 0:16:28it was an unfortunate thing that had happened,
0:16:28 > 0:16:32prices go up as well as down, and therefore,
0:16:32 > 0:16:34it was basically tough luck.
0:16:34 > 0:16:37I would love to cancel the flights.
0:16:37 > 0:16:39However, when I asked that,
0:16:39 > 0:16:43I was told that I was well within my rights to cancel the flights
0:16:43 > 0:16:46but they were non-returnable and non-refundable seats.
0:16:46 > 0:16:49Carol continued to check the flights as the holiday approached
0:16:49 > 0:16:51but on the day we filmed with her,
0:16:51 > 0:16:54she hadn't looked at the prices for three months.
0:16:54 > 0:16:56I've gone on just now
0:16:56 > 0:16:59to have a look at how much it is through the Virgin website.
0:16:59 > 0:17:01For the four of us to fly,
0:17:01 > 0:17:03it's now £4,400.
0:17:03 > 0:17:08So it's gone down by £700 since January.
0:17:08 > 0:17:10That's unbelievable.
0:17:10 > 0:17:14You would imagine prices would go up instead of continuing to go down,
0:17:14 > 0:17:16particularly with airline bookings.
0:17:16 > 0:17:21So, as Virgin say, you've either got it or you haven't
0:17:21 > 0:17:22and in Jack's case,
0:17:22 > 0:17:24he's not getting anything back
0:17:24 > 0:17:26because the airline says that the price he got
0:17:26 > 0:17:29WAS the best at the time he booked.
0:17:29 > 0:17:31Virgin Atlantic told us
0:17:31 > 0:17:35their flying club does offer exclusive fares and discounts
0:17:35 > 0:17:36and when Jack booked,
0:17:36 > 0:17:39he got the lowest available price for his flights.
0:17:39 > 0:17:43But then, a few days later, the airline released a sale fare
0:17:43 > 0:17:44which reduced the price.
0:17:44 > 0:17:46They say, as with all airlines,
0:17:46 > 0:17:49fares are based on demand at a given time
0:17:49 > 0:17:52so the price varies in line with this demand.
0:17:52 > 0:17:55They're sorry that the family feels let down, and say
0:17:55 > 0:17:58they look forward to welcoming Jack on board in the future.
0:17:58 > 0:18:01And although Carol is grateful to Jack
0:18:01 > 0:18:03for the family's holiday of a lifetime,
0:18:03 > 0:18:06she feels her father's loyalty to Virgin
0:18:06 > 0:18:08has ended up counting for a big fat zero.
0:18:08 > 0:18:13What should have been an absolutely wonderful birthday surprise and trip
0:18:13 > 0:18:16has left a sour taste in our mouth,
0:18:16 > 0:18:18it's taken the gloss off it.
0:18:18 > 0:18:22And I feel for a company with such standing as Virgin,
0:18:22 > 0:18:26that it's been a very poor show on their behalf
0:18:26 > 0:18:30for somebody who's been a loyal member of their flying club
0:18:30 > 0:18:32for probably 21 years.
0:18:34 > 0:18:36We all love our holidays
0:18:36 > 0:18:37but when you're planning one,
0:18:37 > 0:18:40it's hard to be confident that you've found the best deal.
0:18:40 > 0:18:43So here's our travel expert Simon Calder with some advice
0:18:43 > 0:18:48on things to keep in mind if you want to save money when you travel.
0:18:48 > 0:18:50Going where the sun shines brightly?
0:18:50 > 0:18:53Going where the sea is blue? Me too.
0:18:53 > 0:18:55But there are all kinds of pitfalls
0:18:55 > 0:18:59between you and getting a good holiday deal.
0:18:59 > 0:19:02Here's my top tips for the best bargains.
0:19:02 > 0:19:06To minimise your spending abroad, choose your destination with care.
0:19:06 > 0:19:08In Western Europe,
0:19:08 > 0:19:11Portugal is the cheapest country.
0:19:11 > 0:19:13For a summer sun resort,
0:19:13 > 0:19:14you can't beat Bulgaria
0:19:14 > 0:19:17and going long haul,
0:19:17 > 0:19:19the cheapest destination I know
0:19:19 > 0:19:21is incredible India.
0:19:24 > 0:19:28The ideal month for almost any far-away trip is November.
0:19:28 > 0:19:30There are no school holidays,
0:19:30 > 0:19:33fares are at their lowest, hotels are empty
0:19:33 > 0:19:36and you'll be able to enjoy all the sights,
0:19:36 > 0:19:39from the Taj Mahal to the Grand Canyon,
0:19:39 > 0:19:41in splendid isolation.
0:19:41 > 0:19:44If you just hate paying tax - and who doesn't -
0:19:44 > 0:19:46well, choose a cruise.
0:19:46 > 0:19:48Here's a thing -
0:19:48 > 0:19:49if you go to Southampton,
0:19:49 > 0:19:51check into a hotel,
0:19:51 > 0:19:52you'll pay 20% VAT
0:19:52 > 0:19:54but if you step abroad a cruise ship,
0:19:54 > 0:19:57you pay no tax at all.
0:19:57 > 0:20:00Having gone to all that trouble to get a bargain holiday,
0:20:00 > 0:20:04don't squander the saving by changing money at the wrong place.
0:20:04 > 0:20:08You have to shop around and ask the right question -
0:20:08 > 0:20:13"How much in sterling will it cost me to buy 500 euros
0:20:13 > 0:20:15"or dollars or Turkish lira?"
0:20:15 > 0:20:19That is the only way to get a valid comparison.
0:20:19 > 0:20:24Oh, and never change money at any UK airport.
0:20:28 > 0:20:30Welcome to our Rip Off Britain Pop Up Shop
0:20:30 > 0:20:33here at the Metrocentre in Gateshead.
0:20:33 > 0:20:36We have a wonderful team of experts waiting to give advice
0:20:36 > 0:20:39to all our consumers with any problem whatsoever.
0:20:39 > 0:20:41So I think we should get the doors open
0:20:41 > 0:20:43and get this show on the road, girls.
0:20:44 > 0:20:47And as the shutters went up,
0:20:47 > 0:20:50the consumer complaints soon came flooding in.
0:20:50 > 0:20:53- So how much did you lose? - Just under £1,400.
0:20:53 > 0:20:54SIMON GASPS
0:20:54 > 0:20:56If neither party wants to accept liability,
0:20:56 > 0:20:58I'm afraid you'll have to go through the courts.
0:21:00 > 0:21:03After enjoying a great holiday in Greece last year,
0:21:03 > 0:21:08Philip and his family decided to try and book the same trip again -
0:21:08 > 0:21:11this time directly with the hotel itself
0:21:11 > 0:21:12in the hope of getting a better deal.
0:21:12 > 0:21:15The hotel manager e-mailed us and said, "Yes, that's great,
0:21:15 > 0:21:19"if you go online, book with us and pay a deposit of 15%,
0:21:19 > 0:21:20"I'll guarantee you the best rate."
0:21:20 > 0:21:22So that's what we decided to do.
0:21:22 > 0:21:24So we went, Googled the hotel name,
0:21:24 > 0:21:28went through to the website, very convincing website,
0:21:28 > 0:21:32looked exactly what we expected it to look like, paid a 15% deposit.
0:21:32 > 0:21:35A few days later, the hotel manager e-mailed me to say,
0:21:35 > 0:21:38"I still haven't seen your deposit, did you definitely book?"
0:21:38 > 0:21:40So I sent him an e-mail copy of my receipt
0:21:40 > 0:21:42and he said, "That's not our website."
0:21:42 > 0:21:45It actually turned out to be a third party agent.
0:21:45 > 0:21:47So I contacted them to find out if I could have a refund.
0:21:47 > 0:21:49The manager of the hotel said,
0:21:49 > 0:21:52"You need to cancel that and book through a different website,"
0:21:52 > 0:21:54but they've said it's a non-refundable deposit.
0:21:54 > 0:21:58- So how much are you talking about at this stage?- It's 900 euros.
0:21:58 > 0:22:01- 900 euros!- Nearly £800!
0:22:01 > 0:22:05This is a very straightforward rip-off which involves
0:22:05 > 0:22:08a hotel website that is effectively
0:22:08 > 0:22:11passing itself off as the real hotel site
0:22:11 > 0:22:13when in fact, it's just a booking agency.
0:22:13 > 0:22:16Thus it's going to cream off 15% -
0:22:16 > 0:22:18in your case, nearly £800.
0:22:18 > 0:22:23I'm really sorry, but buyer beware, especially when you are online.
0:22:27 > 0:22:29But there was more encouraging news for Dave,
0:22:29 > 0:22:31who popped in for some advice
0:22:31 > 0:22:34on his ongoing dispute about his badly fitted new kitchen.
0:22:34 > 0:22:38Basically, we decided to go ahead with purchasing a kitchen
0:22:38 > 0:22:39after having a cold caller.
0:22:39 > 0:22:43Basically, we were told it was a 14-day cooling-off period.
0:22:43 > 0:22:45We decided after eight days it wasn't for us.
0:22:45 > 0:22:47Someone from the company came round
0:22:47 > 0:22:49and said categorically in the small print
0:22:49 > 0:22:51that it was seven days' cooling off.
0:22:51 > 0:22:55Since then, you decided to go ahead and have the kitchen installed?
0:22:55 > 0:22:58Yes, we have, because we were pushed into it.
0:22:58 > 0:22:59My wife asked the question,
0:22:59 > 0:23:02"What would happen if we didn't go ahead?" He said,
0:23:02 > 0:23:05"You don't have a leg to stand on because of the cooling-off period."
0:23:05 > 0:23:08Tell me what the worst problems have been.
0:23:08 > 0:23:12Incorrectly fitted washing machine, incorrectly fitted electric cooker,
0:23:12 > 0:23:16the dishwasher has been refitted four times.
0:23:16 > 0:23:18If you didn't receive the documentation
0:23:18 > 0:23:20giving you your cancellation rights
0:23:20 > 0:23:24- until the day you tried to cancel the order...- Yeah.
0:23:24 > 0:23:28That's actually when your seven days starts, not from when you signed up
0:23:28 > 0:23:30and I know you've been in touch with Trading Standards
0:23:30 > 0:23:33but I'd suggest you go back and ask for a template of a letter to write
0:23:33 > 0:23:35to make sure you spell out very clearly
0:23:35 > 0:23:37what you will and won't pay for.
0:23:40 > 0:23:42Still to come on Rip-Off Britain,
0:23:42 > 0:23:45it's one of the most expensive liquids you can buy.
0:23:45 > 0:23:48So why does printer ink cost so much?
0:23:48 > 0:23:52And are the main brands really any better than the cheaper ones?
0:23:52 > 0:23:54Well, if I went and bought a car from Ford,
0:23:54 > 0:23:57I'd expect it to be able to use anybody's petrol in it,
0:23:57 > 0:23:58the cheaper the better.
0:23:58 > 0:24:00I expect the same from a printer.
0:24:00 > 0:24:03As you know, we love hearing from you
0:24:03 > 0:24:05but most people who contact us here at Rip-Off Britain
0:24:05 > 0:24:09do so because they reckon that they've ended up with a raw deal
0:24:09 > 0:24:12after handing over their hard-earned cash.
0:24:12 > 0:24:15And this next case is a classic example of that.
0:24:15 > 0:24:18They wrote to us furious about what had happened to them.
0:24:19 > 0:24:25When he isn't at home or relaxing with his family in their caravan,
0:24:25 > 0:24:27Gus Whyte is jetting off to Europe on business.
0:24:27 > 0:24:31He always prides himself on being organised, and in March this year,
0:24:31 > 0:24:33he booked his latest trip
0:24:33 > 0:24:35from Birmingham to Germany well in advance.
0:24:35 > 0:24:39What I do is I book everything together on the internet.
0:24:39 > 0:24:43So I book my flights, I book my hotels
0:24:43 > 0:24:46and I book my car parking all at the same time.
0:24:46 > 0:24:49'I booked the parking at Birmingham International Airport
0:24:49 > 0:24:51'in the long stay car park.'
0:24:51 > 0:24:54I booked it online for six days
0:24:54 > 0:24:56and it cost me £42.89
0:24:56 > 0:24:59for the space in advance.
0:24:59 > 0:25:02Happy in the knowledge that everything was sorted,
0:25:02 > 0:25:05Gus looked forward to a stress-free trip. But little did he know
0:25:05 > 0:25:09that the stress would start before he'd even boarded his flight.
0:25:09 > 0:25:11I arrived at the airport
0:25:11 > 0:25:14probably with about an hour and 15 minutes to spare.
0:25:14 > 0:25:16'As instructed by the booking form,
0:25:16 > 0:25:19'I proceeded to the long stay car park.'
0:25:19 > 0:25:22With the clock ticking, Gus needed to find a parking space
0:25:22 > 0:25:24and check in for his flight.
0:25:24 > 0:25:27When I entered the car park, I drove round in circles, basically,
0:25:27 > 0:25:31along all the parking areas, looking for a space to park in.
0:25:31 > 0:25:33'I was unsuccessful in finding anywhere.'
0:25:33 > 0:25:38So Gus kept on driving round and round and round the lot,
0:25:38 > 0:25:40looking for that elusive car parking space -
0:25:40 > 0:25:43which, remember, he had booked in advance.
0:25:43 > 0:25:48I was up against time because I had to book in for my flight in time,
0:25:48 > 0:25:52'or I would miss it, and after 15 minutes of driving round,
0:25:52 > 0:25:55'I could find nobody to ask for advice or directions
0:25:55 > 0:25:56'as to where to find a space,
0:25:56 > 0:25:58'or how to proceed.'
0:25:58 > 0:26:01Gus was running out of time and options
0:26:01 > 0:26:03and with no staff on hand to help,
0:26:03 > 0:26:07he took what at the time he thought was a sensible solution.
0:26:07 > 0:26:10Well, having spent 27 minutes driving round in circles,
0:26:10 > 0:26:13I was very concerned that I was going to miss my flight
0:26:13 > 0:26:18and I saw a space which was not a recognised space,
0:26:18 > 0:26:20but was a place I could park the car
0:26:20 > 0:26:24without causing any obstruction to any other users of the car park.
0:26:24 > 0:26:28I decided that...to cut my losses and to park the car in that position.
0:26:28 > 0:26:33With a space finally found, Gus did catch his flight.
0:26:33 > 0:26:35But when he returned to his car four days later,
0:26:35 > 0:26:39it was to find a parking ticket and a fine for £50.
0:26:39 > 0:26:41The ticket that was placed on the car
0:26:41 > 0:26:45was placed on three-and-a-half days after I had parked the car,
0:26:45 > 0:26:49so it obviously wasn't causing any concern or any obstruction
0:26:49 > 0:26:50or it would have been removed
0:26:50 > 0:26:53or a ticket would have been fixed at a much earlier time.
0:26:53 > 0:26:58Once he got home, Gus wrote a letter to NCP car parks
0:26:58 > 0:27:00explaining the whole situation. After all,
0:27:00 > 0:27:03he'd booked and paid for a space.
0:27:03 > 0:27:05So why hadn't he been able to find one?
0:27:06 > 0:27:08I was very annoyed, I suppose,
0:27:08 > 0:27:12at the fact that I had pre-booked and paid in advance for a space
0:27:12 > 0:27:16which wasn't provided by the car parking company
0:27:16 > 0:27:18and no assistance was given to me
0:27:18 > 0:27:22to find a parking space within the car park.
0:27:22 > 0:27:27Therefore I felt it was a little bit unfair to charge me a fine
0:27:27 > 0:27:28for parking in a space
0:27:28 > 0:27:30when I didn't, in fact, use the space
0:27:30 > 0:27:32that I had paid in advance for.
0:27:33 > 0:27:35But when NCP wrote back,
0:27:35 > 0:27:38they took a different line.
0:27:38 > 0:27:41I got a reply back from National Car Parks
0:27:41 > 0:27:44which stated that I had not parked between two white lines,
0:27:44 > 0:27:47which is within their terms and conditions.
0:27:47 > 0:27:49Realising that they were correct
0:27:49 > 0:27:52and I hadn't parked within their terms and conditions,
0:27:52 > 0:27:55I accepted that I was liable for the fine.
0:27:55 > 0:27:57I therefore paid the fine
0:27:57 > 0:28:01so that I didn't incur the £40 extra for not paying on time,
0:28:01 > 0:28:06and requested that they refund the cost of the original parking space
0:28:06 > 0:28:07as I hadn't used it.
0:28:07 > 0:28:11It was the reply to his second letter that really shocked Gus.
0:28:11 > 0:28:15NCP told him, it's clear from their terms and conditions
0:28:15 > 0:28:18that booking and paying in advance
0:28:18 > 0:28:20doesn't guarantee a space.
0:28:20 > 0:28:24They insisted pre-payment is not a reservation
0:28:24 > 0:28:28and all spaces are provided on a first-come-first-served basis.
0:28:28 > 0:28:30Which left Gus somewhat perplexed.
0:28:30 > 0:28:33I mean, if your pre-booking doesn't get you a space,
0:28:33 > 0:28:35then what's the point in doing it?
0:28:35 > 0:28:39Confusingly, when we got in touch with NCP,
0:28:39 > 0:28:41they said something entirely different
0:28:41 > 0:28:43to what they'd said in that letter.
0:28:43 > 0:28:45They told us that pre-booking
0:28:45 > 0:28:47does indeed guarantee a space on arrival
0:28:47 > 0:28:49and the letter saying it didn't
0:28:49 > 0:28:52had been sent as a result of an admin error.
0:28:52 > 0:28:55They also say they looked very carefully at the figures
0:28:55 > 0:28:57for the day Gus parked there
0:28:57 > 0:29:00and insist that not only was the car park not full
0:29:00 > 0:29:04but they had over 2,000 marked parking spaces available.
0:29:04 > 0:29:06So when we put that to Gus,
0:29:06 > 0:29:08he told us he isn't stupid
0:29:08 > 0:29:12and if he'd seen a space, of course he would have parked in it.
0:29:12 > 0:29:15NCP went on to say that they issued the ticket
0:29:15 > 0:29:19because the car was causing an obstruction, and reiterate
0:29:19 > 0:29:23that customers must park within the designated parking lines.
0:29:23 > 0:29:25They stress that their parking notices
0:29:25 > 0:29:27are issued within British Parking Guidelines
0:29:27 > 0:29:29and a notice at the point of entry
0:29:29 > 0:29:34reinforces that no parking is allowed in unmarked bays.
0:29:34 > 0:29:37But they've said as a gesture of goodwill,
0:29:37 > 0:29:39they will refund Gus the penalty charge.
0:29:39 > 0:29:42And although that's a positive outcome,
0:29:42 > 0:29:45Gus remains unhappy about the whole situation
0:29:45 > 0:29:48and with what the company told him along the way.
0:29:48 > 0:29:51I felt that NCP should have treated me as an individual,
0:29:51 > 0:29:53with respect as a customer,
0:29:53 > 0:29:55and they basically treated me as Big Brother,
0:29:55 > 0:29:58telling me that I was wrong and they were correct.
0:30:03 > 0:30:05When you feel you've had a raw deal,
0:30:05 > 0:30:08it can be hard to know what to do or where to turn.
0:30:08 > 0:30:10So to help you, we've put together
0:30:10 > 0:30:13a new booklet full of practical tips and advice.
0:30:13 > 0:30:16You can download the free guide on our website...
0:30:20 > 0:30:22Or, to receive a copy in the post,
0:30:22 > 0:30:24send an A5 stamped and self-addressed envelope
0:30:24 > 0:30:28to the address we'll give you at the end of the programme.
0:30:31 > 0:30:34A good chunk of the letters and the e-mails that we receive
0:30:34 > 0:30:37are about what you have to pay for life's essentials -
0:30:37 > 0:30:41things like energy, petrol, car insurance,
0:30:41 > 0:30:44all things that you've told us you think cost too much.
0:30:44 > 0:30:47And it seems that we can now add another thing to that list
0:30:47 > 0:30:49and it's printer ink
0:30:49 > 0:30:52for the printers that are attached to our computers.
0:30:52 > 0:30:55They're used by millions of us at work, at home or both
0:30:55 > 0:30:57but they're not always cheap.
0:30:57 > 0:31:00In fact, it can be so expensive
0:31:00 > 0:31:03that sometimes it would work out a lot cheaper
0:31:03 > 0:31:04to just buy a whole new printer
0:31:04 > 0:31:07rather than replace the ink in the old one!
0:31:07 > 0:31:08Laurence King from Newhaven
0:31:08 > 0:31:11is just one of the people to contact us about this
0:31:11 > 0:31:15after being "bowled over" by how much he was paying.
0:31:20 > 0:31:26As vice-captain of Denton Island Bowls club in Sussex,
0:31:26 > 0:31:29it's the job of Laurence King to keep an eye on the club's finances
0:31:29 > 0:31:31and make sure they don't overspend.
0:31:31 > 0:31:34But he's noticed one cost that really adds up.
0:31:34 > 0:31:38It's not the fuel costs of taking players between fixtures,
0:31:38 > 0:31:41or the team drinks at the end of the match.
0:31:41 > 0:31:44It's something that works out much pricier than either of those -
0:31:44 > 0:31:47something that can cost
0:31:47 > 0:31:51nearly £6,000 a gallon.
0:31:51 > 0:31:54So what is this drain on the club's resources?
0:31:56 > 0:31:57Printer ink.
0:31:57 > 0:32:01And it's the cost of printing out all those notices and fixture lists
0:32:01 > 0:32:04that's starting to frustrate him.
0:32:04 > 0:32:07The bowls club requires a lot of printing, I don't do all of it
0:32:07 > 0:32:11but I have to do a lot of printing to send out to people
0:32:11 > 0:32:13and to copy stuff to people
0:32:13 > 0:32:15and I expect my printing costs to be reasonable.
0:32:15 > 0:32:19The Epson cartridge costs around £30,
0:32:19 > 0:32:22and that's a lot for the sort of printing that Laurence does.
0:32:22 > 0:32:25Mainly, I'm interested in the black cartridges
0:32:25 > 0:32:29but you can't run the machine without the other colour cartridges.
0:32:29 > 0:32:32They've got to be there, whether you're using them or not.
0:32:32 > 0:32:35The fact that I'm only using the black one most of the time
0:32:35 > 0:32:36is neither here nor there.
0:32:36 > 0:32:39I'd like to put in four black cartridges!
0:32:39 > 0:32:41So Laurence decided to shop around
0:32:41 > 0:32:44to see if he could find cheaper ink elsewhere.
0:32:44 > 0:32:48And he could - by buying what's called "compatible ink"
0:32:48 > 0:32:51made by a different company than the one who'd made his printer.
0:32:51 > 0:32:54This printer takes a set of four cartridges.
0:32:54 > 0:32:58If I buy a set, I can probably get them for about £12.
0:32:59 > 0:33:02Mainly, I were buying a set
0:33:02 > 0:33:05and lots of black cartridges
0:33:05 > 0:33:09cos I'm using mainly black cos the forms are printed in black ink.
0:33:09 > 0:33:10Laurence says the only way
0:33:10 > 0:33:13he can get his printer to work with this cheaper ink
0:33:13 > 0:33:16is to keep trying different cartridges until one works,
0:33:16 > 0:33:19and even then, it's hit and miss as to whether or not it'll print.
0:33:19 > 0:33:22I put the cartridges in there and I shut the lid
0:33:22 > 0:33:23and I get all set to print
0:33:23 > 0:33:26and it just comes up on this little screen here -
0:33:26 > 0:33:29"This cartridge is not acceptable."
0:33:29 > 0:33:33Epson are trying to force me down a road I don't want to go down.
0:33:33 > 0:33:36Why do I want to pay all this money for an Epson cartridge
0:33:36 > 0:33:39when I can source a much cheaper cartridge
0:33:39 > 0:33:41that looks and appears the same?
0:33:41 > 0:33:44Of course, Epson isn't the only printer manufacturer
0:33:44 > 0:33:47who would prefer customers to use its own brand of ink.
0:33:47 > 0:33:50Most of the big names would say the same
0:33:50 > 0:33:55and in almost all cases, their ink is much more expensive -
0:33:55 > 0:33:57sometimes, costing more per millilitre
0:33:57 > 0:34:00than vintage Dom Perignon champagne.
0:34:00 > 0:34:02So why do they cost so much?
0:34:02 > 0:34:05Alan Lu from Computer Active magazine can explain.
0:34:05 > 0:34:08There are a couple of reasons why printer ink is so expensive.
0:34:08 > 0:34:10First, there's a lot of research and development
0:34:10 > 0:34:13which goes in to developing inks and costs a lot of money
0:34:13 > 0:34:15so they want to recoup their costs.
0:34:15 > 0:34:17The second reason is about,
0:34:17 > 0:34:19when manufacturers sell you an inkjet printer,
0:34:19 > 0:34:24the printer will usually cost as little as £50 or perhaps even less
0:34:24 > 0:34:27so the way they make back their money, how they make their profit
0:34:27 > 0:34:30is to sell you printer ink and paper at quite a high cost.
0:34:30 > 0:34:34But Laurence doesn't see why the choice to pay less for his ink
0:34:34 > 0:34:37should be taken away from him.
0:34:37 > 0:34:39Well, if I went and bought a car from Ford,
0:34:39 > 0:34:42I'd expect it to be able to use anybody's petrol in it,
0:34:42 > 0:34:43the cheaper the better.
0:34:45 > 0:34:47I expect the same from a printer.
0:34:47 > 0:34:50You know, if Ford said to me, "You've got to buy our petrol
0:34:50 > 0:34:54"but it's going to cost you three times as much as anybody else's,"
0:34:54 > 0:34:56I'm going to be unhappy, ain't I?
0:34:57 > 0:35:00Printer manufacturers themselves
0:35:00 > 0:35:02would say that it's the quality of their ink
0:35:02 > 0:35:05that sets their products above the cheaper alternatives.
0:35:05 > 0:35:08And it's certainly true that some cheaper inks may quickly run out
0:35:08 > 0:35:11or perhaps even clog up the printer.
0:35:11 > 0:35:15So, does that mean own brands are the best?
0:35:15 > 0:35:17To find out, we've done a test...
0:35:17 > 0:35:22Comparing inks for three of the best-known printer manufacturers,
0:35:22 > 0:35:26Epson, HP, and Canon.
0:35:26 > 0:35:29For each big name, we bought three different types of ink...
0:35:29 > 0:35:32An original branded cartridge,
0:35:32 > 0:35:34that's the kind they want you to use.
0:35:34 > 0:35:37a refillable cartridge from a high street cartridge shop,
0:35:37 > 0:35:41and a compatible cartridge from the supermarket.
0:35:41 > 0:35:42It's not a scientific test,
0:35:42 > 0:35:45but it does give an idea of how different inks compare
0:35:45 > 0:35:49for the sort of printing that someone like Lawrence does.
0:35:49 > 0:35:51So, how did they perform?
0:35:51 > 0:35:54Well, of the three inks we tried in the HP printers,
0:35:54 > 0:35:58there wasn't much in it between HP's own brand
0:35:58 > 0:36:01and the supermarket ink, except on price.
0:36:01 > 0:36:04Both printed around the same number of pages,
0:36:04 > 0:36:07but the supermarket ink was a fair bit cheaper.
0:36:11 > 0:36:13With the inks for the Canon printers,
0:36:13 > 0:36:16the refillable cartridge came out best overall,
0:36:16 > 0:36:18as it had the lowest cost,
0:36:18 > 0:36:23although the supermarket ink printed the most pages.
0:36:23 > 0:36:24As for the Epson inks,
0:36:24 > 0:36:29the refillable one printed the most pages
0:36:29 > 0:36:33but it was the supermarket one that worked out best value,
0:36:33 > 0:36:35again, because it had the lowest price.
0:36:37 > 0:36:39So, for this simple job,
0:36:39 > 0:36:42there'd be no need to splash out on those branded inks
0:36:42 > 0:36:45when you could get as good a performance or even better
0:36:45 > 0:36:46by spending less.
0:36:47 > 0:36:51But when we contacted the printer companies with these results
0:36:51 > 0:36:53they all stressed that neither price
0:36:53 > 0:36:55nor the number of pages printed
0:36:55 > 0:36:58are the key factors to consider when choosing ink.
0:36:58 > 0:37:02They're confident that only their own genuine inks,
0:37:02 > 0:37:05with all their research and development behind them,
0:37:05 > 0:37:09will deliver the reliability and print quality that customers expect.
0:37:09 > 0:37:12And while their printers won't stop you using cheaper ink,
0:37:12 > 0:37:16HP described these compatibles as...
0:37:16 > 0:37:19While Epson calls them...
0:37:19 > 0:37:24..saying they can be unreliable and shorten the life of the printer.
0:37:24 > 0:37:26For Lawrence's objections, Epson tell us
0:37:26 > 0:37:29the message he gets when he tries to use cheaper ink
0:37:29 > 0:37:32is simply the printer warning that the company...
0:37:37 > 0:37:39'They say...'
0:37:42 > 0:37:44'but they can only...'
0:37:45 > 0:37:50'..if THEIR brand of printer is used with THEIR own ink.'
0:37:50 > 0:37:56'But back at the bowls club, Lawrence remains unconvinced.'
0:37:56 > 0:37:59I don't see why they couldn't produce a cheaper cartridge.
0:37:59 > 0:38:02If other people can do it, surely Epson can with all their technology.
0:38:02 > 0:38:04They just don't want to.
0:38:04 > 0:38:08Epson would argue that their print quality is much better
0:38:08 > 0:38:11than the alternative cartridges,
0:38:11 > 0:38:15but so what? I'm not interested in that print quality,
0:38:15 > 0:38:19I'm interested in a quality that I want,
0:38:19 > 0:38:22not that they think I should have.
0:38:25 > 0:38:29So many of the stories you tell us start with a cold call.
0:38:29 > 0:38:32And we all know that when the phone goes out of the blue
0:38:32 > 0:38:35and the person on the other end is trying to sell you insurance,
0:38:35 > 0:38:38or a new kitchen or whatever, it can be really annoying.
0:38:38 > 0:38:40It's also, incredibly common.
0:38:40 > 0:38:43It's thought more than three billion of these calls
0:38:43 > 0:38:44are made in the UK every year.
0:38:44 > 0:38:47And unfortunately, it's very easy to find yourself
0:38:47 > 0:38:49being talked into something you don't want.
0:38:49 > 0:38:51TELEPHONES RINGING
0:38:51 > 0:38:52'When I get cold calls',
0:38:52 > 0:38:55they just try to sell me rubbish I don't want.
0:38:55 > 0:38:59I just leave the phone off the hook and that sorts that problem out.
0:38:59 > 0:39:02I think it's really unfair how they do just literally
0:39:02 > 0:39:05go through the phone book in some cases and call up anyone.
0:39:05 > 0:39:08Of course, telesales is big business.
0:39:08 > 0:39:12It's estimated to provide work for around a million people
0:39:12 > 0:39:15and most of those do a perfectly good job.
0:39:15 > 0:39:18But it's the ones who are just that little bit too pushy,
0:39:18 > 0:39:21or who don't quite tell you the whole truth
0:39:21 > 0:39:24that cause the problems. So, if cold calls get your goat,
0:39:24 > 0:39:27there's plenty you can do to make them stop.
0:39:27 > 0:39:30'You can register free of charge
0:39:30 > 0:39:34'with the Telephone Preference Service to cut unwanted calls.
0:39:34 > 0:39:37'Their number is...'
0:39:40 > 0:39:43'..and calls are charged at local rate.
0:39:43 > 0:39:46'Once registered, you'll stay on the list for good
0:39:46 > 0:39:49'and marketing companies are required by law
0:39:49 > 0:39:51'to check if you're on it.
0:39:51 > 0:39:53'Be careful which boxes you tick
0:39:53 > 0:39:57'whenever you sign up to anything, either in writing, or online.
0:39:57 > 0:40:02'Though some boxes opt you OUT of receiving calls, others opt you IN.
0:40:02 > 0:40:05'So, if you don't want your details used for marketing,
0:40:05 > 0:40:08'make sure you've ticked the right one.
0:40:09 > 0:40:13'If you ask cold callers to remove you from their records,
0:40:13 > 0:40:15'by law, they MUST do so.
0:40:15 > 0:40:20'And if they call again, you can report them to the regulator Ofcom.'
0:40:20 > 0:40:24Perhaps most important of all, never give any financial information
0:40:24 > 0:40:26to someone whose cold-called you,
0:40:26 > 0:40:29even if they claim to be from a company you know.
0:40:29 > 0:40:32You can find plenty more advice on dealing with unwanted calls
0:40:32 > 0:40:34on our website...
0:40:44 > 0:40:46'Here at Rip Off Britain,
0:40:46 > 0:40:49'we're always ready to investigate more of your stories.
0:40:49 > 0:40:52'Confused over your bills?
0:40:52 > 0:40:54'Trying to wade through never-ending small print?'
0:40:54 > 0:40:57When they sit you down to sign up for things,
0:40:57 > 0:41:01they don't give you the chance or the time to read through all of that small print.
0:41:01 > 0:41:04'Unsure what to do, when you discover you've lost out,
0:41:04 > 0:41:07'and that great deal has ended up costing you money?'
0:41:07 > 0:41:09You feel like because you got a cheap deal
0:41:09 > 0:41:11you are not worth their time in the same way.
0:41:11 > 0:41:14'You might have a cautionary tale of your own
0:41:14 > 0:41:16'and want to share the mistakes you made with us,
0:41:16 > 0:41:19'so that other people don't do the same thing.'
0:41:19 > 0:41:24I feel angry, I feel stupid that I'd allowed this to happen to me.
0:41:24 > 0:41:26'You can write to us at...
0:41:36 > 0:41:38'Or you can send us an e-mail to...
0:41:43 > 0:41:46'Don't forget, the Rip-Off team is ready and waiting
0:41:46 > 0:41:48'to investigate your stories.'
0:41:50 > 0:41:52So as we've heard,
0:41:52 > 0:41:54it's very easy to feel totally ripped-off
0:41:54 > 0:41:56if it seems that you've paid over the odds
0:41:56 > 0:41:59for something you could find cheaper elsewhere,
0:41:59 > 0:42:01particularly if for whatever reason,
0:42:01 > 0:42:03you thought you were getting a good deal at the time.
0:42:03 > 0:42:05- That is so annoying, isn't it? - Infuriating.
0:42:05 > 0:42:08And although the best advice really is still to shop around,
0:42:08 > 0:42:10that is no longer as simple as it sounds.
0:42:10 > 0:42:14These days, you have so many deals and offers online,
0:42:14 > 0:42:16not to mention all of those comparison sites.
0:42:16 > 0:42:19Well, frankly sifting through them and actually working out
0:42:19 > 0:42:22where to find the best value for money is quite a task.
0:42:22 > 0:42:25- It's like a full-time job. - It is.- Sure is.
0:42:25 > 0:42:28Well, even if someone INSISTS they're giving you the best price,
0:42:28 > 0:42:30don't take what they say at face value
0:42:30 > 0:42:33and keep telling us when something that seemed to be a good deal
0:42:33 > 0:42:35turned out to be nothing of the kind.
0:42:35 > 0:42:37But that's it for today.
0:42:37 > 0:42:39We'll be back to investigate more of your stories soon.
0:42:39 > 0:42:42- Until then, from all of us, bye bye. - ALL: Bye.
0:42:45 > 0:42:48Subtitles by Red Bee Media Ltd