0:00:02 > 0:00:06We asked you to tell us who has left you feeling ripped off,
0:00:06 > 0:00:09and you contacted us in your thousands -
0:00:09 > 0:00:12by post, e-mail, even stopping us on the streets.
0:00:12 > 0:00:15And 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 > 0:00:25You've told us, with money tighter than ever,
0:00:25 > 0:00:28you need to be sure that every pound you spend is worth it.
0:00:28 > 0:00:31How do I get my money back? Because I just think I'm entitled to it.
0:00:31 > 0:00:34So whether it's a deliberate rip-off,
0:00:34 > 0:00:38a simple mistake or a catch in the small print, we'll find out why
0:00:38 > 0:00:41it is that you're out of pocket, and 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. That's the interesting thing.
0:00:48 > 0:00:51Your stories, your money. This is Rip-Off Britain.
0:00:53 > 0:00:56Hello and welcome to Rip-Off Britain, the programme that
0:00:56 > 0:00:59investigates your complaints and tries to get to the bottom
0:00:59 > 0:01:03of why you're out of pocket or feel you've been treated unfairly.
0:01:03 > 0:01:05When you write to us on the programme, it's usually
0:01:05 > 0:01:09because so far you haven't had any joy getting your problem sorted out,
0:01:09 > 0:01:11and certainly some of the ones we'll be
0:01:11 > 0:01:15hearing about today have rumbled on and on for quite some time
0:01:15 > 0:01:19with a fair bit of to-ing and fro-ing, but as yet, no resolution.
0:01:19 > 0:01:24But in those circumstances, it can be all too easy to just give up.
0:01:24 > 0:01:27But the people we're going to be meeting today have all
0:01:27 > 0:01:29battled on to fight their corner,
0:01:29 > 0:01:31and whatever the truth of the situations that they found
0:01:31 > 0:01:35themselves in, they are determined to make themselves heard.
0:01:36 > 0:01:39Coming up, the community forced to keep paying
0:01:39 > 0:01:42a charge for something they say they have never had.
0:01:42 > 0:01:46People were really angry. There was a lot of shouting.
0:01:46 > 0:01:50People feeling that they'd been ripped off, basically.
0:01:50 > 0:01:54How this woman is using her experience with a builder who
0:01:54 > 0:01:58wrecked her home to save her neighbours from rogue traders.
0:01:58 > 0:02:02I thought, well, this might be a chance to stop someone else
0:02:02 > 0:02:06being conned out of a lot of money, or even out of a little money.
0:02:07 > 0:02:12And more of your problems solved face-to-face at our pop-up shop.
0:02:12 > 0:02:17Our green and pleasant land has long inspired poems, songs,
0:02:17 > 0:02:19even the opening ceremony of the Olympics.
0:02:19 > 0:02:22And if you're lucky enough to live close to some sort of park or
0:02:22 > 0:02:25outdoor space, research shows that it can
0:02:25 > 0:02:28add as much as £10,000 to the value of your home.
0:02:28 > 0:02:32Well, it was the promise of that sort of amenity that made some
0:02:32 > 0:02:36of the people in our next story buy their properties in the first place.
0:02:36 > 0:02:40But, six years later, the space that they've ended up with
0:02:40 > 0:02:43may well be green, but it's not very pleasant.
0:02:43 > 0:02:47So, why are they still paying a fee to have it?
0:02:52 > 0:02:55When buying a new home, many people are happy to pay a green premium
0:02:55 > 0:03:00to be close to parks, woodlands or recreational areas.
0:03:02 > 0:03:06And for some of the residents moving into one new development
0:03:06 > 0:03:10in Leeds, that was very much a key part of the appeal.
0:03:10 > 0:03:14They say when they moved in, it was on the understanding that
0:03:14 > 0:03:16the estate would get its own woodland walkway.
0:03:16 > 0:03:19I've got a disabled son, so it would've been nice to
0:03:19 > 0:03:23take him round there, a nice, safe environment for him.
0:03:23 > 0:03:25We could go and build tree-houses and dens,
0:03:25 > 0:03:30and just really enjoy what you would call a proper childhood.
0:03:30 > 0:03:34However, six years on, the residents are still waiting.
0:03:34 > 0:03:37And one of them, Lynn Ward, can take us on a tour to show us
0:03:37 > 0:03:42exactly how the space they had such high hopes for has turned out.
0:03:43 > 0:03:47There's just loads of bricks and builders' rubble everywhere.
0:03:47 > 0:03:50Ugh! It's really not safe.
0:03:52 > 0:03:55This is just an overgrown pile of shrubs
0:03:55 > 0:03:57and trees that we cannot walk through.
0:03:57 > 0:03:59You risk twisting your ankles
0:03:59 > 0:04:02or falling or whatever. It's really, really not safe.
0:04:02 > 0:04:08Lynn had purchased her house from developer Harron Homes in 2006,
0:04:08 > 0:04:11believing that the area would be a safe place for her son Jacob
0:04:11 > 0:04:12to play.
0:04:12 > 0:04:14But as it is, he has to play elsewhere.
0:04:14 > 0:04:16If Jacob wants to go out on his bike,
0:04:16 > 0:04:19then either myself or my husband Jeff will go out
0:04:19 > 0:04:21and supervise him playing in the street. It's very
0:04:21 > 0:04:26dangerous with the cars coming in and out of the street.
0:04:26 > 0:04:29A woodland walkway would have been the perfect solution.
0:04:29 > 0:04:31Which is why, at first, residents didn't mind
0:04:31 > 0:04:35being told they would have to pay the developers an annual charge
0:04:35 > 0:04:41of £69 plus VAT, specifically to create and maintain the space.
0:04:41 > 0:04:45So, shortly after they moved in, the land was sealed off, which
0:04:45 > 0:04:51residents say they were told was to allow time for the trees to develop.
0:04:51 > 0:04:54It was quite frustrating for us, not being able to access the land.
0:04:54 > 0:04:57But we were prepared to wait for this beautiful woodland walkway.
0:04:59 > 0:05:02But after a year had passed, the land was overgrown
0:05:02 > 0:05:04and full of rubble.
0:05:04 > 0:05:07So, the residents arranged to meet with the developer,
0:05:07 > 0:05:10Harron Homes, to find out just what was going on.
0:05:10 > 0:05:15To their horror, they were now told that the land had never been
0:05:15 > 0:05:17intended as a recreational area.
0:05:17 > 0:05:21Instead, Harron Homes claimed it was only ever going to be a place
0:05:21 > 0:05:26where trees would be planted to mask the noise of the nearby motorway.
0:05:26 > 0:05:29People were really angry. There was a lot of shouting,
0:05:29 > 0:05:35people feeling they'd been ripped off, basically, by Harron Homes.
0:05:35 > 0:05:39Outraged, the residents checked the title deeds,
0:05:39 > 0:05:41and we have also taken a look.
0:05:41 > 0:05:46These do clearly talk about land described as an amenity area,
0:05:46 > 0:05:49going on to say that the space is intended to be set up
0:05:49 > 0:05:53for "woodland play or landscaping."
0:05:53 > 0:05:57The title deeds state that the land is a recreational facility -
0:05:57 > 0:05:59that we can walk the dogs on there,
0:05:59 > 0:06:01provided they're on a lead, the children can play on there.
0:06:01 > 0:06:05It's a place where we can get exercise, basically.
0:06:05 > 0:06:07Harron Homes agreed to pay
0:06:07 > 0:06:09the maintenance fees for the next few years
0:06:09 > 0:06:13to a company called Greenbelt Group Limited, who by now
0:06:13 > 0:06:16had taken over managing the land.
0:06:16 > 0:06:17So, the residents,
0:06:17 > 0:06:20relieved at no longer having to pay for something they felt
0:06:20 > 0:06:22they weren't getting, sat back and waited
0:06:22 > 0:06:25for their woodland walkway to appear.
0:06:25 > 0:06:28But by 2011, it hadn't.
0:06:28 > 0:06:31And to make matters worse,
0:06:31 > 0:06:33it was at that point that they were told by Greenbelt Group
0:06:33 > 0:06:37that they'd need to start paying the maintenance fee again.
0:06:37 > 0:06:39Even though it wasn't clear
0:06:39 > 0:06:41what they'd be getting for their money.
0:06:41 > 0:06:42In the maintenance agreement,
0:06:42 > 0:06:48it clearly states that Greenbelt should be maintaining the trees.
0:06:48 > 0:06:52That has not been done. The trees really are in a very poor condition.
0:06:52 > 0:06:54In fact, they're in a terrible state.
0:06:54 > 0:06:59The residents were determined not to pay the annual charge
0:06:59 > 0:07:00until things improved.
0:07:00 > 0:07:05But Greenbelt were even more determined to get their money.
0:07:05 > 0:07:08Well, the residents as a whole have been receiving threatening letters
0:07:08 > 0:07:10from Greenbelt Group
0:07:10 > 0:07:14saying that they will take action with credit agencies,
0:07:14 > 0:07:18they will write to our lenders, they will even take us to court
0:07:18 > 0:07:19if we don't pay these fees.
0:07:19 > 0:07:25Some residents, like Roger Lawton, have felt pressured into paying up.
0:07:25 > 0:07:27I just felt that was bully boy tactics.
0:07:27 > 0:07:33I did pay because I don't want to have CCJ against my name.
0:07:33 > 0:07:36Greenbelt Group are trying to use the threat that we are in breach
0:07:36 > 0:07:41of our deeds of our properties if we don't pay this money.
0:07:41 > 0:07:44This is why they believe that they can threaten people into paying.
0:07:44 > 0:07:48As both sides continue to battle over how much should be paid
0:07:48 > 0:07:53and for what, the dream of a green space for their children to
0:07:53 > 0:07:55play in seems further away than ever.
0:07:55 > 0:07:58It's really becoming quite tiring for everyone on the estate.
0:07:58 > 0:08:00We do want it to end.
0:08:00 > 0:08:03We want it all to be over and done with, once and for all.
0:08:03 > 0:08:07When we contacted Greenbelt Group, they told us that they
0:08:07 > 0:08:09manage the land...
0:08:11 > 0:08:15Which they insist is simply for a buffer zone between the estate
0:08:15 > 0:08:16and the motorway.
0:08:16 > 0:08:20They insist they ARE maintaining the space, looking after the trees
0:08:20 > 0:08:24and collecting litter, and have also offered residents a revised
0:08:24 > 0:08:28maintenance programme and a reduced annual charge.
0:08:28 > 0:08:32They totally refute any suggestion that they have been bullying
0:08:32 > 0:08:35or aggressive in collecting the fees,
0:08:35 > 0:08:37saying they employ standard practices,
0:08:37 > 0:08:41which have been shown to be both legal and justified, and that
0:08:41 > 0:08:46the residents have signed a legally binding contract to pay their share.
0:08:46 > 0:08:49They're confident that they've responded positively to
0:08:49 > 0:08:52residents' concerns, and have arranged a meeting later this month
0:08:52 > 0:08:55to discuss the issues again, but stressed it was
0:08:55 > 0:08:58not them that landscaped and created the site.
0:09:00 > 0:09:05So, we also spoke to the people who did, developer, Harron Homes.
0:09:07 > 0:09:10They, too, maintained that there was never any intention to use
0:09:10 > 0:09:12the land in the way that the residents say,
0:09:12 > 0:09:17and that, despite its mention of "woodland play", the clause
0:09:17 > 0:09:22in the deeds only obliged them to landscape the area as a buffer zone.
0:09:22 > 0:09:26As for what residents were told when the homes were built, they say
0:09:26 > 0:09:31there was no way of knowing exactly what sales staff said at the time,
0:09:31 > 0:09:34but suggest that it is perhaps possible that
0:09:34 > 0:09:36comments about a nearby wood,
0:09:36 > 0:09:40accessible by pathways, could have been misinterpreted.
0:09:40 > 0:09:44They do agree, though, about the apparent lack of maintenance
0:09:44 > 0:09:47of the land by Greenbelt Group, and have offered to...
0:09:51 > 0:09:55But Lynn and the other residents have not given up hope that
0:09:55 > 0:09:59one day the land will end up the way that they have always
0:09:59 > 0:10:03believed that it would.
0:10:03 > 0:10:06This situation has been going now for over six years.
0:10:06 > 0:10:08I think myself and the other residents will all be
0:10:08 > 0:10:11absolutely overwhelmed if we do get this woodland walkway that we
0:10:11 > 0:10:13were promised in the first place.
0:10:13 > 0:10:16It'll be a place we can go and relax
0:10:16 > 0:10:18and de-stress after six years of hell
0:10:18 > 0:10:20with Harron Homes and Greenbelt Group.
0:10:22 > 0:10:24Now, if you've ever had a bad experience with a tradesman,
0:10:24 > 0:10:27chances are you just want to put the whole thing behind you.
0:10:27 > 0:10:29But not Rhoda Staley.
0:10:29 > 0:10:32She's used it to become a consumer champion for her area,
0:10:32 > 0:10:37giving up her own time to stop the whole community being ripped off.
0:10:39 > 0:10:44Rhoda Staley is a woman on a mission, determined to make sure that no-one
0:10:44 > 0:10:50in her area gets caught out by pushy salesman or unscrupulous gangsters.
0:10:50 > 0:10:52Today she's at her local library,
0:10:52 > 0:10:55talking to other members of the community.
0:10:55 > 0:10:57Scammers want paying in cash.
0:10:57 > 0:11:01Rhoda is one of 152 people who have volunteered to become
0:11:01 > 0:11:05a consumer champion for Suffolk Trading Standards.
0:11:07 > 0:11:10The idea is to stop people being scammed by cold callers,
0:11:10 > 0:11:13cold telephone calls, rogue traders, anything like that.
0:11:13 > 0:11:16And it's not just older people. A lot of kids get caught.
0:11:16 > 0:11:19Rhoda is a brilliant example of a consumer champion.
0:11:19 > 0:11:23She works tirelessly to help people within her community
0:11:23 > 0:11:26to understand rogue traders, what they get up to
0:11:26 > 0:11:28and how to avoid being a victim of them.
0:11:28 > 0:11:32And she has a very good reason to take part.
0:11:32 > 0:11:37She fell foul of a rogue trader and it cost her thousands of pounds.
0:11:37 > 0:11:40When I bought the property, it needed completely updating.
0:11:40 > 0:11:43A man came along and said he was a local plumber,
0:11:43 > 0:11:48so we got together to discuss what needed doing.
0:11:48 > 0:11:52It was a mistake to have him in to show him
0:11:52 > 0:11:54the work that needed doing, and to have no-one else.
0:11:54 > 0:11:58I know now you should have at least three quotes.
0:12:00 > 0:12:03But Rhoda only got one, from the man who'd called round.
0:12:03 > 0:12:07He offered to do her plumbing and building work for £10,000.
0:12:07 > 0:12:12I wanted the dividing wall in the garage knocking down
0:12:12 > 0:12:15and building up as a solid wall.
0:12:15 > 0:12:18I needed a boiler putting in and a full central heating system,
0:12:18 > 0:12:20and that was the initial work.
0:12:20 > 0:12:22Rhoda now knows, of course, that there
0:12:22 > 0:12:25are things you should have checked before going ahead with the work.
0:12:25 > 0:12:29But back then, she simply didn't know any better.
0:12:29 > 0:12:31I was very naive to accept his word,
0:12:31 > 0:12:35because he didn't produce any certificates.
0:12:35 > 0:12:37I should have insisted on seeing the certificates.
0:12:37 > 0:12:42I asked for a certain very good quality boiler to be fitted,
0:12:42 > 0:12:44and the boiler he fitted
0:12:44 > 0:12:47was one of his choosing, which didn't work at all.
0:12:47 > 0:12:51Every few minutes, it was shaking and shuddering very violently,
0:12:51 > 0:12:54and I was getting more and more frightened of the thing
0:12:54 > 0:12:56because I was sure it was going to blow up,
0:12:56 > 0:12:59and if it had blown, it would have blown my house and next door.
0:13:01 > 0:13:04And that was just the start. After six months of work,
0:13:04 > 0:13:06Rhoda was left with an illegally-fitted boiler
0:13:06 > 0:13:08condemned by British Gas,
0:13:08 > 0:13:12a wrongly-installed toilet that flooded twice, dodgy electrics...
0:13:12 > 0:13:15In fact, just about everything the builder did
0:13:15 > 0:13:19breached some sort of regulation and needed to be replaced.
0:13:19 > 0:13:23Every time I look around the house, I see all of the appallingly
0:13:23 > 0:13:28poor workmanship, all the money which has just been wasted.
0:13:28 > 0:13:30It just makes me really sick.
0:13:32 > 0:13:35Rhoda took the tradesman to court
0:13:35 > 0:13:37and eventually managed to get some of her money back.
0:13:37 > 0:13:40But she was keen to make sure nobody else goes through
0:13:40 > 0:13:42what she did, which is why she eagerly signed up
0:13:42 > 0:13:44to become a consumer champion.
0:13:46 > 0:13:50I thought, well, this might be a chance to stop someone else
0:13:50 > 0:13:53being conned out of a lot of money, or even out of a little money.
0:13:53 > 0:13:56And I thought, well, perhaps if I can be there
0:13:56 > 0:13:59and even just handing out leaflets or pointing
0:13:59 > 0:14:02people in the right direction, it would be something.
0:14:04 > 0:14:06So that is exactly what she does.
0:14:06 > 0:14:09Acting as a vital bridge between Trading Standards
0:14:09 > 0:14:10and the good people of Beccles.
0:14:10 > 0:14:14We provide them with information on the latest scams,
0:14:14 > 0:14:17rogue traders, and we ask them to disseminate that
0:14:17 > 0:14:20within their community to make them stronger, and then also for them
0:14:20 > 0:14:22to let us know the issues in their community
0:14:22 > 0:14:25so we can resource properly and try and help them.
0:14:27 > 0:14:30And while Suffolk isn't alone is having this kind of initiative,
0:14:30 > 0:14:34Rhoda is confident that in her area, one scheme which deters cold callers
0:14:34 > 0:14:39from knocking on people's doors is already making a big difference.
0:14:39 > 0:14:43I haven't seen people round here door knocking for quite a long time.
0:14:43 > 0:14:47In the next road to me, there's a "no cold calling" zone.
0:14:47 > 0:14:50I think when people see that, they don't bother to come round here.
0:14:51 > 0:14:53So, let's see Rhoda in action.
0:14:53 > 0:14:57We asked for the top tips that after her own experience,
0:14:57 > 0:14:58she now passes on to others.
0:15:00 > 0:15:02If you're having work done,
0:15:02 > 0:15:05make sure that you have the work that you want doing
0:15:05 > 0:15:08written down and signed by the person who's doing it.
0:15:08 > 0:15:12When you get a quote, that's a fixed figure.
0:15:12 > 0:15:15It can't be altered, unless you discuss it further.
0:15:15 > 0:15:19You need to see the certificates of any workmen that you're thinking of employing.
0:15:19 > 0:15:22If they can't produce them, don't use them.
0:15:23 > 0:15:27Remember - never feel pressured in your own home.
0:15:27 > 0:15:30If you're not happy, tell them to leave.
0:15:30 > 0:15:35I don't want people to be so untrusting that they don't trust anybody.
0:15:35 > 0:15:38You've got to trust people, but you've got to be very careful.
0:15:38 > 0:15:43Just be very wary, but don't live a life where you can't trust anybody.
0:15:51 > 0:15:54Rip-Off Britain is on the road again.
0:15:54 > 0:15:59Overnight, we've transformed this space into a one-stop consumer advice shop,
0:15:59 > 0:16:02so we can try and solve some of your problems face-to-face.
0:16:04 > 0:16:06For one weekend only, we've a team of experts
0:16:06 > 0:16:10ready and waiting to offer practical advice.
0:16:11 > 0:16:13When you've been left feeling ripped off,
0:16:13 > 0:16:16knowing where to go to complain and, actually,
0:16:16 > 0:16:19how to get your point across to be most effective,
0:16:19 > 0:16:21is often easier said than done.
0:16:21 > 0:16:25But our experts have been helping to steer people in the right direction.
0:16:25 > 0:16:29For our next case, Sylvia Rook from Trading Standards has
0:16:29 > 0:16:33teamed up with telecommunications expert Dominic Baliszewski.
0:16:33 > 0:16:36Ashley's new phone broke after just a few months,
0:16:36 > 0:16:41and the shop has told mum Lisa that they can't replace it.
0:16:41 > 0:16:44They can't repair it and it's not under warranty.
0:16:44 > 0:16:48- Was it purchased as part of a contract or on its own? - It was part of a contract.
0:16:48 > 0:16:51Well, any goods that are supplied either on their own or as part of a contract
0:16:51 > 0:16:53should be what the law says is
0:16:53 > 0:16:56of satisfactory quality and remain so for a reasonable period of time.
0:16:56 > 0:17:01It's nothing to do with whether you've got an insurance contract or a warranty.
0:17:01 > 0:17:04You have a claim against the retailer that sold it to you in the first place.
0:17:04 > 0:17:09If they continue to refuse, then you may look to try to take action through the small claims court.
0:17:09 > 0:17:12Going forward, keep a note of all interactions with them.
0:17:12 > 0:17:14When you write the letter, you can include all of that,
0:17:14 > 0:17:16- so it's all documented. - Lovely. Great.
0:17:16 > 0:17:20- We wish you luck with that, cos it would be nice to have your brand-new phone back, wouldn't it?- Yes.
0:17:20 > 0:17:23- Especially as a Christmas present you haven't got to use yet.- Yeah.
0:17:25 > 0:17:28Our pop-up shop wasn't only a great opportunity for many of you
0:17:28 > 0:17:32to get on-the-spot advice from our team of experts,
0:17:32 > 0:17:35it was also a place for you to tell us the issues that annoy you most,
0:17:35 > 0:17:38in our specially built "gripe box".
0:17:38 > 0:17:40I've come here to complain about pensions.
0:17:40 > 0:17:43I think that vets charge too much.
0:17:43 > 0:17:46The cost of petrol, the actual high cost of the petrol.
0:17:46 > 0:17:50Hospital car park charges. I think it's a disgrace that we have to pay.
0:17:52 > 0:17:56But some complaints are much better put down on paper.
0:17:56 > 0:17:58When it comes to challenging a rip-off,
0:17:58 > 0:18:04a well-written letter of complaint can very often make all the difference in the world.
0:18:04 > 0:18:09So, with the help of Which? magazine, our colleagues from the BBC Skillswise website
0:18:09 > 0:18:13have put together a template letter that you can use to complain as effectively as possible.
0:18:13 > 0:18:18It makes clear the key points and information that you need to include.
0:18:18 > 0:18:21Essentially a form to enable you to just order your thoughts
0:18:21 > 0:18:25and the facts before you go ahead and write your letter of complaint.
0:18:25 > 0:18:27So what have you got there, for instance?
0:18:27 > 0:18:29What we've got here is who the letter is to.
0:18:29 > 0:18:30Don't just write to the company.
0:18:30 > 0:18:33Try and get a name of someone if you can.
0:18:33 > 0:18:36Once you've done that, then you need to get the evidence together
0:18:36 > 0:18:38about why it is you're complaining.
0:18:38 > 0:18:42For example, any telephone calls you may have made and any costs incurred
0:18:42 > 0:18:45making those calls, any letters that they may have sent to you.
0:18:45 > 0:18:48Then a paragraph or two about what you'd like them to do,
0:18:48 > 0:18:50how you'd like your problem to be redressed.
0:18:50 > 0:18:52And don't be rude!
0:18:52 > 0:18:55Never be rude. Be firm, but polite.
0:18:55 > 0:18:59And you can find that template letter our website.
0:19:06 > 0:19:08Still to come,
0:19:08 > 0:19:12the family who've been battling their insurers for six years.
0:19:12 > 0:19:15Can WE finally bring their problems to an end?
0:19:15 > 0:19:18I get very upset. I get very emotional.
0:19:18 > 0:19:23I'm crying a lot. It's my life that has been suspended.
0:19:23 > 0:19:26And the war of the windows.
0:19:26 > 0:19:29We'll meet the businesswoman determined to defy the town hall.
0:19:29 > 0:19:34If I put single-glazing in, my business will be completely gone.
0:19:34 > 0:19:36No tenants will stay in these flats.
0:19:36 > 0:19:39I've got no option but to carry on fighting.
0:19:42 > 0:19:47A high-speed internet connection is something that millions of us have become dependent on,
0:19:47 > 0:19:49and would find it difficult to imagine life without.
0:19:49 > 0:19:51But, as we've reported before,
0:19:51 > 0:19:55there are plenty of parts of the country that don't have to imagine that -
0:19:55 > 0:19:59the Lincolnshire villages of Habrough and Stallingborough for example,
0:19:59 > 0:20:03where residents say broadband speeds are cripplingly slow.
0:20:03 > 0:20:05But the price they pay doesn't reflect that,
0:20:05 > 0:20:10so the locals have decided enough is enough and they're taking a stand.
0:20:12 > 0:20:15Habrough and Stallingborough in north-east Lincolnshire
0:20:15 > 0:20:18are peaceful villages with a slow pace of life.
0:20:20 > 0:20:24Though, recently, their younger residents decided to speed things up a bit
0:20:24 > 0:20:27by building a new skate park nearby.
0:20:34 > 0:20:39Young people have been absolutely instrumental throughout the whole thing.
0:20:39 > 0:20:42They helped to choose the people that would build the skate park,
0:20:42 > 0:20:46they helped with funding, they even chose the name.
0:20:47 > 0:20:5119-year-old Tom Horton was a key player in that campaign.
0:20:51 > 0:20:55But now he's putting his efforts into a much bigger challenge -
0:20:55 > 0:20:59trying to improve the village's broadband speeds.
0:20:59 > 0:21:02'The internet in the village is extremely slow.'
0:21:02 > 0:21:05People really struggle just to go onto the internet.
0:21:05 > 0:21:08Simple things like sending an e-mail, going on YouTube,
0:21:08 > 0:21:11take a very long time. It's terrible.
0:21:11 > 0:21:15The villagers typically get speeds of less than one megabit per second
0:21:15 > 0:21:18and, in many cases, much less.
0:21:18 > 0:21:21That's a lot slower than the national average,
0:21:21 > 0:21:22which is close to eight.
0:21:22 > 0:21:24And that's particularly frustrating
0:21:24 > 0:21:28because some of the fastest broadband speeds available in the UK
0:21:28 > 0:21:33can be found just two miles away in the neighbouring town of Immingham,
0:21:33 > 0:21:37where Virgin has installed high-speed fibre-optic cables.
0:21:37 > 0:21:41In Immingham, the internet is delivered by fibre-optic cables,
0:21:41 > 0:21:45so they have the capacity to deliver superfast broadband.
0:21:45 > 0:21:48Unfortunately, in the villages, they only have copper cables
0:21:48 > 0:21:51and they're further away from the exchange,
0:21:51 > 0:21:53so that means that the internet is very, very slow.
0:21:56 > 0:22:01We've reported before on the slower broadband speeds in many rural parts of the UK.
0:22:01 > 0:22:05And what can make that especially irritating is that most locals
0:22:05 > 0:22:09will still have to pay the same amount for their broadband package
0:22:09 > 0:22:13as they would if they lived in an area where the internet speeds are much faster.
0:22:15 > 0:22:19A-level student Matthew Crowe is one of the Stallingborough residents
0:22:19 > 0:22:21who say this is a real problem.
0:22:23 > 0:22:26I use the internet for revising a lot in my subjects,
0:22:26 > 0:22:30particularly with film studies where you might need clips of films to revise with,
0:22:30 > 0:22:34which is difficult, cos if you want a three-minute clip from a film,
0:22:34 > 0:22:36it could take half an hour, maybe even an hour, to load.
0:22:38 > 0:22:42Even something as simple as sending an e-mail can become complicated for Matthew.
0:22:42 > 0:22:46For some subjects they might say, "Can you please e-mail us your coursework,"
0:22:46 > 0:22:48which can be a problem if your internet doesn't work,
0:22:48 > 0:22:51cos your excuse kind of looks like, "Oh, the dog ate it."
0:22:52 > 0:22:56I have to travel round the place, like in the pub or go to my friend's house,
0:22:56 > 0:22:59so I have to drive, which can be irritating.
0:22:59 > 0:23:02I think I've got past the point of being angry. I think...
0:23:02 > 0:23:05I just get frustrated, cos every time you see the logo saying
0:23:05 > 0:23:07it's not worked, you just go, "Oh, not again!"
0:23:10 > 0:23:14And it's not just Matthew suffering, it seems most of the locals are up in arms.
0:23:17 > 0:23:21I'm pretty disgusted by the speed of my internet connection.
0:23:21 > 0:23:25Every time it's windy, also, I don't get any connection hardly,
0:23:25 > 0:23:29and it can take five minutes, up to, to actually get online, to be honest.
0:23:30 > 0:23:35All it does is it keeps stopping, so I can't watch it.
0:23:35 > 0:23:39We're trying to encourage people to order their prescriptions over the internet
0:23:39 > 0:23:43which is going to be virtually impossible if they haven't got the speeds.
0:23:43 > 0:23:46Last month, somebody had to leave the hotel unfortunately,
0:23:46 > 0:23:49because they couldn't get through to anyone on Skype
0:23:49 > 0:23:51because the internet was so slow.
0:23:52 > 0:23:54But Tom is determined to speed things up
0:23:54 > 0:23:57so he's put together a petition which residents hope
0:23:57 > 0:24:01will win them a share of the £530 million
0:24:01 > 0:24:06the Government's committed to improving rural broadband speeds.
0:24:06 > 0:24:09The local council will decide which parts of their patch
0:24:09 > 0:24:12will have most need of the funds allocated to their area
0:24:12 > 0:24:17and these villagers desperately hope it will be theirs.
0:24:17 > 0:24:20So far, over 400 people have signed it to say they're really not happy
0:24:20 > 0:24:23with their broadband and they don't think that they should be
0:24:23 > 0:24:26receiving poor speeds yet paying the same.
0:24:26 > 0:24:28The residents also contacted BT,
0:24:28 > 0:24:32who own and operate the copper cabling network through which
0:24:32 > 0:24:36most of the area's broadband is currently supplied.
0:24:36 > 0:24:40The company's already upgrading those copper cables,
0:24:40 > 0:24:45but the locals asked them to bring in faster fibre-optic cable instead.
0:24:45 > 0:24:46In response, BT told them
0:24:46 > 0:24:49it wouldn't be economically viable to do so.
0:24:51 > 0:24:53And the company told us
0:24:53 > 0:24:58that they recognise the frustration these locals feel, but urge them
0:24:58 > 0:25:02to continue lobbying the council for a share of those Government funds.
0:25:02 > 0:25:06They say they would seek to bid for any broadband improvement contract
0:25:06 > 0:25:08tendered using this money, but, in the meantime,
0:25:08 > 0:25:13reiterated what they've told us in the past about broadband pricing.
0:25:13 > 0:25:17The cost of the packages is based on other features than just speed.
0:25:19 > 0:25:23We're certainly not going to give up and it just makes us more determined
0:25:23 > 0:25:26to continue this campaign.
0:25:26 > 0:25:30As they should, because, though BT was the obvious first port of call,
0:25:30 > 0:25:32it's not just down to them.
0:25:32 > 0:25:35Any internet provider can introduce faster cabling in this area
0:25:35 > 0:25:41if they wanted to, so Tom and the other locals contacted Virgin.
0:25:43 > 0:25:45We are very pleased with their response.
0:25:45 > 0:25:48They have promised to carry out a feasibility survey
0:25:48 > 0:25:50and a costing exercise to see if it's viable for them
0:25:50 > 0:25:53to bring fibre optics to the area.
0:25:53 > 0:25:57So far their response has been that they are very keen to do so.
0:25:57 > 0:26:00Since filming, Virgin have confirmed to us that they
0:26:00 > 0:26:03DO hope to extend their fibre-optic network to Habrough
0:26:03 > 0:26:07and Stallingborough and though they're still at the planning stage,
0:26:07 > 0:26:10it's encouraging news for Tom and his friends.
0:26:11 > 0:26:15But the problems they faced are just as bad in other rural parts
0:26:15 > 0:26:18of the country and for every village that
0:26:18 > 0:26:21does manage to get faster broadband in the near future,
0:26:21 > 0:26:25there are others, it's feared, will still be left behind.
0:26:29 > 0:26:32In our last series, we helped a family whose problems
0:26:32 > 0:26:35with their insurers had been rumbling on for years.
0:26:35 > 0:26:38Serious cracks had been appearing in their house,
0:26:38 > 0:26:40but it was only after a little push from us
0:26:40 > 0:26:43that things started moving in the right direction.
0:26:43 > 0:26:46Or so we thought, because this year the family wrote to us again
0:26:46 > 0:26:50telling us about another snag that, as far as they're concerned,
0:26:50 > 0:26:52seemed to take them almost back to square one.
0:26:52 > 0:26:55So, we've been round for another visit.
0:26:57 > 0:27:03When we last met the Malone family, Lola, Jasmine, Claudia and Marcus,
0:27:03 > 0:27:07they'd been battling their insurers for five years.
0:27:07 > 0:27:09They'd struggled to convince the company that the damage
0:27:09 > 0:27:11to their flat was caused by subsidence,
0:27:11 > 0:27:14and that damage was more than just the odd crack.
0:27:16 > 0:27:18So this is the girls' bedroom
0:27:18 > 0:27:22and it was about nine o'clock in the morning, I heard this really, really
0:27:22 > 0:27:26big rumble and I came into the room
0:27:26 > 0:27:29and the ceiling had just fallen down.
0:27:29 > 0:27:33Everything was covered in debris and whatever.
0:27:33 > 0:27:35Lola, at the time, had slept at the top,
0:27:35 > 0:27:38but she had just gotten out of bed maybe 15 minutes before.
0:27:38 > 0:27:40If she'd been hit by it, she would have been hurt.
0:27:40 > 0:27:44Marcus and Claudia, like the owners of the building's other flats,
0:27:44 > 0:27:49had insurance cover for subsidence underwritten by Lloyds of London.
0:27:49 > 0:27:52But when problems had first surfaced,
0:27:52 > 0:27:55the insurers hadn't been convinced that subsidence was the cause.
0:27:55 > 0:27:59So the residents had to pay for initial repairs themselves
0:27:59 > 0:28:01as well as forking out to get tests done.
0:28:01 > 0:28:05Eventually, their insurers accepted subsidence was to blame
0:28:05 > 0:28:07but only at the back of the house
0:28:07 > 0:28:11so they offered money to repair only part of the building.
0:28:14 > 0:28:16I thought it would be crazy to accept this offer.
0:28:16 > 0:28:20We had a consultant, what they call a loss assessor,
0:28:20 > 0:28:24and we also had an engineer, who both said that we should not
0:28:24 > 0:28:28take the offer because it would not cover the entire problem.
0:28:30 > 0:28:33Last summer, we organised tests that showed subsidence WAS
0:28:33 > 0:28:36the problem on both sides of the house.
0:28:36 > 0:28:40And the residents put in a complaint to the Financial Ombudsman Service
0:28:40 > 0:28:44who ruled that the insurer should pay to put the problems right.
0:28:44 > 0:28:49It looked like the family's troubles were finally coming to an end.
0:28:49 > 0:28:51We were over the moon.
0:28:51 > 0:28:54We thought that hopefully Lloyds would throw up their hands
0:28:54 > 0:28:58and say, "Well, let's fix this and get them out of there
0:28:58 > 0:28:59"and fix it and get on with it."
0:28:59 > 0:29:04The planned works are so extensive that the family have to move out.
0:29:04 > 0:29:06We knew we had to move out.
0:29:06 > 0:29:10We found out we had to move out approximately for six months.
0:29:10 > 0:29:15It could be six to eight months, whilst the works are taking place.
0:29:15 > 0:29:19And that's what's causing the latest problem.
0:29:19 > 0:29:22Although the insurance company is now promising do to the work
0:29:22 > 0:29:23the building so urgently needs,
0:29:23 > 0:29:26they've said the policy doesn't cover the costs of moving
0:29:26 > 0:29:32the family into alternative accommodation - around £1,300 a month.
0:29:33 > 0:29:38I was devastated because we're paying our mortgage for this place.
0:29:38 > 0:29:44We put all our finances into this place, and into the struggle
0:29:44 > 0:29:47and having this dispute resolved, and now we were asked to
0:29:47 > 0:29:55basically find another £1,300 or whatever for renting a place.
0:29:56 > 0:29:59And with none of this their fault,
0:29:59 > 0:30:01they don't see why they should have to.
0:30:01 > 0:30:04The financial ombudsman service has said that it's likely
0:30:04 > 0:30:08that the insurers' delay in resolving this case contributed to further deterioration
0:30:08 > 0:30:10in the house. And as a result,
0:30:10 > 0:30:14Marcus and Claudia should receive substantial compensation.
0:30:14 > 0:30:18But that's turned out to be just £300, plus the cost of two month's
0:30:18 > 0:30:21accommodation, leaving them struggling to come up with the rest.
0:30:21 > 0:30:25I can understand when people say, "Oh, you know,
0:30:25 > 0:30:27"at least you've got two months, that's something".
0:30:27 > 0:30:32But, where am I going to get the money from for the other six months
0:30:32 > 0:30:37that potentially I have to be somewhere else that's not my home?
0:30:37 > 0:30:43I get very, I get very upset, I get very emotional and I'm crying a lot.
0:30:43 > 0:30:46It's my life that has been suspended.
0:30:46 > 0:30:49And while they can't afford to move out,
0:30:49 > 0:30:53with the house as it is, they can't afford to stay put either.
0:30:53 > 0:30:56The couple's younger daughter, Lola, has never known what
0:30:56 > 0:30:59it's like to live in a house without such problems.
0:30:59 > 0:31:05The cracks in my bedroom... Some are, like, really small that you can't see
0:31:05 > 0:31:10and some are like really gigantic and you're, like, waiting to fix that.
0:31:10 > 0:31:14I think here's loads of cracks in our house that we haven't
0:31:14 > 0:31:15even managed to count.
0:31:15 > 0:31:19And it's all getting to her older sister Jasmine, too.
0:31:19 > 0:31:21It would be nice to just enjoy the house and there'll be
0:31:21 > 0:31:24no arguing about the house and my mum
0:31:24 > 0:31:26won't be worried about it any more.
0:31:26 > 0:31:30We can just chill and not have to worry about the ceiling
0:31:30 > 0:31:31dropping on me while I sleep.
0:31:32 > 0:31:36When we put in the claim in 2006,
0:31:36 > 0:31:41if the insurance company had undertaken the works necessary
0:31:41 > 0:31:44to stop subsidence, we would never be in this situation.
0:31:44 > 0:31:50It would never have come to the fact that the ceilings are falling down,
0:31:50 > 0:31:54and we wouldn't have had to move out for that amount of time.
0:31:54 > 0:31:56I'm sure. I'm pretty certain of that.
0:31:56 > 0:32:01We contacted the Lloyds of London insurers dealing with the case.
0:32:03 > 0:32:06And although they reiterate that the policy doesn't include
0:32:06 > 0:32:09accommodation cover and say the family find themselves in this
0:32:09 > 0:32:13situation due to their decision not to take out the appropriate cover,
0:32:13 > 0:32:16there was some very good news indeed.
0:32:16 > 0:32:19They told us that to bring matters to a close,
0:32:19 > 0:32:23they've now offered the family £7,500 as compensation.
0:32:27 > 0:32:31Which means repairs to the house can finally get under way.
0:32:31 > 0:32:36Fingers crossed that this time, the whole saga really has come to an end.
0:32:40 > 0:32:41Here at Rip-Off Britain,
0:32:41 > 0:32:46we believe that every penny that goes out should be money well spent.
0:32:46 > 0:32:49But you've been letting us know that that is not always the case.
0:32:49 > 0:32:52When you get a raw deal, it can be hard to know what to do
0:32:52 > 0:32:54or where to turn.
0:32:54 > 0:32:57So to help, we've put together a booklet of tips and advice.
0:32:57 > 0:33:00You can find a link to the free guide on our website.
0:33:04 > 0:33:08Or, to receive a copy in the post, send an A5 self-addressed envelope
0:33:08 > 0:33:11to the address that we'll give you at the end of the programme.
0:33:16 > 0:33:19As you know, it takes a lot of effort to keep Britain's
0:33:19 > 0:33:22most attractive towns looking their best, which is why in one
0:33:22 > 0:33:26of our most loved seaside resorts, there are tough rules about what
0:33:26 > 0:33:30the residents can or cannot do with the outside of their homes or indeed
0:33:30 > 0:33:31their businesses.
0:33:31 > 0:33:35As a result, some locals fear they'll be forced to remove
0:33:35 > 0:33:38something that most homeowners take for granted at a cost likely
0:33:38 > 0:33:41to run into thousands of pounds.
0:33:41 > 0:33:43So, depending which side you are on,
0:33:43 > 0:33:46this is either a story about following the letter of the law,
0:33:46 > 0:33:50or, about a David and Goliath battle against authority.
0:33:54 > 0:33:57It's the biggest seaside resort in Wales,
0:33:57 > 0:33:59but Llandudno has something else to boast about.
0:33:59 > 0:34:04It's been voted the happiest place to live in the principality
0:34:04 > 0:34:06and these visitors are certainly impressed.
0:34:06 > 0:34:08We've been coming here a long time,
0:34:08 > 0:34:10we just like the atmosphere.
0:34:10 > 0:34:12We've been at Llandudno the last three years,
0:34:12 > 0:34:15and why we like it is because it's quiet.
0:34:15 > 0:34:18What I like is the mix of new and old.
0:34:18 > 0:34:21I like the buildings and the structure of the buildings.
0:34:22 > 0:34:25To preserve the town's architectural heritage, in 1974,
0:34:25 > 0:34:27Conwy County Borough Council
0:34:27 > 0:34:30established a conservation area in Llandudno.
0:34:30 > 0:34:33Now few people would argue with that,
0:34:33 > 0:34:36but over the years since then, a number of local businesses
0:34:36 > 0:34:41have added UPVC modern windows and doors to their properties,
0:34:41 > 0:34:44which the council say have eroded the town's special character.
0:34:44 > 0:34:48So, some owners are worried they're going to be forced to take them out.
0:34:48 > 0:34:51Restaurant owner Cindy has already been issued
0:34:51 > 0:34:55with an enforcement notice to remove her windows.
0:34:55 > 0:34:58It is going to cost people thousands and thousands,
0:34:58 > 0:35:02tens of thousands of pounds, to actually change these windows.
0:35:02 > 0:35:05And I think it's wrong.
0:35:05 > 0:35:10Cindy bought the property from her landlord six years ago,
0:35:10 > 0:35:12but it was in such a dilapidated state that she spent more than
0:35:12 > 0:35:15£200,000 on some major restoration work.
0:35:17 > 0:35:20Now that included refurbishing five flats above the restaurant
0:35:20 > 0:35:24and replacing the original windows with UPVC
0:35:24 > 0:35:28and it was that which was the start of her battle with the council.
0:35:28 > 0:35:33On the last day of the windows actually being put in,
0:35:33 > 0:35:37somebody from the council came into the restaurant and said
0:35:37 > 0:35:41to a member of the staff that the windows all had to be taken out.
0:35:41 > 0:35:45A couple of days later, I get a letter saying that
0:35:45 > 0:35:46they all had to be taken out.
0:35:46 > 0:35:52By fitting those £35,000 Windows, she had broken a local planning law.
0:35:52 > 0:35:54Her building is listed,
0:35:54 > 0:35:58so the double glazing was therefore an unauthorised alteration.
0:35:58 > 0:36:01I didn't realise I was doing anything wrong.
0:36:01 > 0:36:03Most of Llandudno is double-glazed.
0:36:03 > 0:36:05Everybody has double glazing.
0:36:06 > 0:36:08She applied for retrospective planning permission,
0:36:08 > 0:36:12but was turned down because the windows were deemed damaging
0:36:12 > 0:36:14to the building's historic interest.
0:36:14 > 0:36:18In 2009, the council asked Cindy to replace them
0:36:18 > 0:36:21with single-glazed wooden sash windows and she's been
0:36:21 > 0:36:25fighting that decision ever since with various appeals,
0:36:25 > 0:36:28negotiations and enforcement orders along the way.
0:36:28 > 0:36:32She feels the council has not taken a consistent approach
0:36:32 > 0:36:36and also that her flats need double glazing to keep the elements out.
0:36:36 > 0:36:37It's a seaside town.
0:36:37 > 0:36:40It gets extremely windy in this area.
0:36:40 > 0:36:45To just put single glazing in, you might as well as open your window
0:36:45 > 0:36:48and let the heat out.
0:36:48 > 0:36:52As far as noise is concerned, on a street like this, again you
0:36:52 > 0:36:55might as well just open your windows and let the noise come in.
0:36:55 > 0:37:00If I put single glazing in, my business will be completely gone.
0:37:00 > 0:37:04No tenants will stay in these flats with all this noise. I know that.
0:37:04 > 0:37:07I've been told that by all of them.
0:37:09 > 0:37:13If I'm going to replace these windows into single glazing
0:37:13 > 0:37:19it's going to cost me approximately 35,000 and that's the minimum.
0:37:20 > 0:37:25So far, Cindy is the only resident to have received an enforcement letter.
0:37:25 > 0:37:28But with the council also investigating other properties,
0:37:28 > 0:37:32there are plenty of locals who fear that they could be next.
0:37:32 > 0:37:34And while they all agree that the town's unspoilt
0:37:34 > 0:37:36Victorian charm is key to its appeal,
0:37:36 > 0:37:40they don't think their windows are spoiling that.
0:37:40 > 0:37:45A few streets away hotelier Ian Evans decided to install double glazing
0:37:45 > 0:37:48after buying his property in July 2011.
0:37:48 > 0:37:51He assumed that because other properties already had it,
0:37:51 > 0:37:53he'd be OK.
0:37:53 > 0:37:58We took a look around us and saw the majority of Llandudno
0:37:58 > 0:37:59did have uPVC windows.
0:37:59 > 0:38:04Our next-door neighbour was fully double-glazed and we thought
0:38:04 > 0:38:08it'd be a finishing touch to smarten the front of the building up.
0:38:09 > 0:38:12But on the day of installation, Ian received a visit from two
0:38:12 > 0:38:17council officers ordering him to stop work straight away.
0:38:17 > 0:38:18He did and as a result, ever since,
0:38:18 > 0:38:22a bedroom in his house has looked like this.
0:38:22 > 0:38:28At the moment I have £5,000 worth of windows waiting to be fitted.
0:38:28 > 0:38:30We've got all these windows here ready-made, waiting to go in
0:38:30 > 0:38:34and hopefully if we can get permission from Conwy County Council
0:38:34 > 0:38:36we can get them fitted
0:38:36 > 0:38:41and make the front of the house look even nicer than it is now.
0:38:41 > 0:38:43But that seems unlikely.
0:38:43 > 0:38:46When we contacted Conwy County Borough Council
0:38:46 > 0:38:50they stressed that the primary duty of conservation areas is to
0:38:50 > 0:38:52preserve their special character
0:38:52 > 0:38:54and that without clear and consistent action,
0:38:54 > 0:38:57the cumulative effect of these windows
0:38:57 > 0:38:59could be extremely damaging.
0:38:59 > 0:39:02They say in the vast majority of cases, they've been installed
0:39:02 > 0:39:04without the necessary consent
0:39:04 > 0:39:06and that Cindy's case was a serious infringement
0:39:06 > 0:39:10which caused significant damage to a listed building.
0:39:10 > 0:39:14They suggest the money she spent on legal costs may well have been
0:39:14 > 0:39:17better spent on replacing the unauthorised windows.
0:39:17 > 0:39:21They confirmed other cases are being investigated and action taken
0:39:21 > 0:39:24and while the factor when looking at each case would be
0:39:24 > 0:39:29the expense of replacing the windows, the main consideration must be
0:39:29 > 0:39:33the impact those windows have on the area's character.
0:39:35 > 0:39:38But this is clearly an issue that has divided opinion.
0:39:38 > 0:39:43You'd think Conwy County Council would have better things to do
0:39:43 > 0:39:46than to chase us for windows.
0:39:47 > 0:39:50Why it's such a big issue, I don't know.
0:39:50 > 0:39:55I mean, for me, uPVC double glazing is... Well, a lot better.
0:39:55 > 0:39:58It keeps warmth in, it's green.
0:39:58 > 0:40:03Other hoteliers point out that their glazing may have been
0:40:03 > 0:40:06put in anything up to 30 years ago or indeed by previous owners.
0:40:06 > 0:40:08So what happens later this month
0:40:08 > 0:40:11when Cindy will appeal her enforcement notice
0:40:11 > 0:40:14is something they'll all be watching very carefully.
0:40:14 > 0:40:17It's been really, really hard.
0:40:17 > 0:40:21Many, many sleepless nights worrying about the council
0:40:21 > 0:40:24because I'm not going to lose my business.
0:40:24 > 0:40:26What am I going to do with no tenants in the flats?
0:40:26 > 0:40:29I've got a massive mortgage. How am I supposed to pay that?
0:40:29 > 0:40:32I've got no option but to carry on fighting.
0:40:34 > 0:40:38Here at Rip-Off Britain, we're always ready to investigate
0:40:38 > 0:40:40more of your stories.
0:40:40 > 0:40:41Confused over your bills?
0:40:41 > 0:40:44Trying to wade through never-ending small print
0:40:44 > 0:40:46that leaves you totally confused?
0:40:46 > 0:40:48We should read it, but it's not in plain English.
0:40:48 > 0:40:51It should be simple, you know, A-B-C, very basic stuff.
0:40:51 > 0:40:55Unsure what to do when you discover you've lost out
0:40:55 > 0:40:58and that "great deal" has ended up costing you money?
0:40:58 > 0:41:02You get home and get your bill and it's £70 when it's meant to be £35.
0:41:02 > 0:41:06Basically, you get ripped off, don't you?
0:41:06 > 0:41:11You might have a cautionary tale of your own and want to share
0:41:11 > 0:41:15the mistakes you've made with us, so that others don't do the same.
0:41:15 > 0:41:18I'm really, truly gutted. I feel embarrassed.
0:41:18 > 0:41:21You can write to us at:
0:41:30 > 0:41:32Or send us an e-mail:
0:41:36 > 0:41:41The Rip-Off team is ready and waiting to investigate your stories.
0:41:43 > 0:41:45So as we've been hearing,
0:41:45 > 0:41:49when you're trying to get a problem resolved, you have to be persistent.
0:41:49 > 0:41:51If it seems you're not getting anywhere
0:41:51 > 0:41:53the message is don't give up.
0:41:53 > 0:41:55In fact that's what we say every single time.
0:41:55 > 0:41:58Just follow the lead of those locals we saw earlier in the programme
0:41:58 > 0:42:01who were campaigning for faster broadband.
0:42:01 > 0:42:05Don't just complain, complain effectively, and make absolutely
0:42:05 > 0:42:08the best case you can and that way, you're more likely to get a result.
0:42:08 > 0:42:11- Isn't that true?- It's a bit like our mantra really, isn't it?
0:42:11 > 0:42:13I'm afraid that's where we have to leave it for today.
0:42:13 > 0:42:17Obviously we look forward to your company again very soon
0:42:17 > 0:42:19when we'll be looking into more of your letters and e-mails.
0:42:19 > 0:42:21In the meantime, thank you very much for being with us
0:42:21 > 0:42:23and from all of us, bye-bye.
0:42:23 > 0:42:24ALL: Goodbye.
0:42:46 > 0:42:49Subtitles by Red Bee Media Ltd