0:00:03 > 0:00:06We asked you to tell us who's left you feeling ripped off.
0:00:06 > 0:00:08And you contacted us in your thousands
0:00:08 > 0:00:13by post, email, even stopping us on the street.
0:00:13 > 0:00:15And the message could not be clearer.
0:00:15 > 0:00:20There's too much focus on profit and less on customer care.
0:00:20 > 0:00:24It's so hard to complain. Companies make it so difficult to complain.
0:00:24 > 0:00:26You told us with money tighter than ever,
0:00:26 > 0:00:29you need to be sure that every pound counts.
0:00:29 > 0:00:31All my money is very hard earned,
0:00:31 > 0:00:34so when I go to spend it, I expect value for money.
0:00:34 > 0:00:36So, whether it's a deliberate rip-off,
0:00:36 > 0:00:39a simple mistake or a catch in the small print,
0:00:39 > 0:00:41we'll find out why you're out of pocket
0:00:41 > 0:00:43and what you can do about it.
0:00:43 > 0:00:47Your stories, your money. This is Rip-Off Britain.
0:00:49 > 0:00:52Hello, welcome to Rip-Off Britain,
0:00:52 > 0:00:54the series that battles on your behalf
0:00:54 > 0:00:57when you've had a problem that you can't resolve
0:00:57 > 0:00:59or you've ended up out of pocket
0:00:59 > 0:01:03regardless of whether it's by a very small amount or hundreds of pounds.
0:01:03 > 0:01:09It's really large sums of money that are in dispute in the stories we've investigated for today's programme.
0:01:09 > 0:01:14And what makes that worse is that the people involved would say that the reason they've lost out
0:01:14 > 0:01:18is because of the actions or indeed mistakes of someone else.
0:01:18 > 0:01:22So for them, the situations they've ended up in are absolutely not their fault
0:01:22 > 0:01:26and yet they don't seem to be able to get anywhere trying to sort it all out.
0:01:26 > 0:01:29So we'll see if we can get to the bottom of what's gone on
0:01:29 > 0:01:32and look into how to stop the same thing happening to you.
0:01:32 > 0:01:34Coming up on today's show,
0:01:34 > 0:01:39a man who relied on the experts but now feels that they've cost him dearly.
0:01:39 > 0:01:42Quite simply, building regulations got it wrong
0:01:42 > 0:01:45and it's cost us nearly £50,000 to fix.
0:01:45 > 0:01:48The mystery of why none of the checks made when buying this car
0:01:48 > 0:01:51turned up the crucial fact that it was stolen.
0:01:51 > 0:01:56I've lost money on my car. Now I'm losing more money trying to find out what's happening about this car.
0:01:56 > 0:01:59And I just don't know what to do.
0:01:59 > 0:02:04Plus we're back at our pop-up shop, dishing out advice to the consumers of Liverpool.
0:02:07 > 0:02:13I guess these days we're all aware the face of banking has changed completely over the last 20 years.
0:02:13 > 0:02:16The chances are you won't even see a face at all
0:02:16 > 0:02:22because these days the banks really would like us to do our transactions online or even over the phone.
0:02:22 > 0:02:25Anything rather than at a local branch.
0:02:25 > 0:02:31And while most of the advances with internet banking and faster payment systems are good news,
0:02:31 > 0:02:35there's also a very serious pitfall that you probably won't have realised.
0:02:35 > 0:02:38Just one wrong click of the mouse
0:02:38 > 0:02:41made not by you but by somebody else
0:02:41 > 0:02:45can mean that hundreds of pounds are lost forever
0:02:45 > 0:02:48with absolutely no way of putting things right.
0:02:51 > 0:02:54Ann Couston is a very busy mum.
0:02:54 > 0:02:59I have nine birth children aging from 12 to 29.
0:02:59 > 0:03:03We've been foster carers for the last eight years
0:03:03 > 0:03:07and we're adopting a three-year-old who's been with us since he was born
0:03:07 > 0:03:11and has additional special needs and who we love to bits!
0:03:12 > 0:03:14Looking after such a big family is a full-time job
0:03:14 > 0:03:18and anything that can make life a little bit easier is a good thing.
0:03:18 > 0:03:21And for Ann, internet banking has been particularly useful.
0:03:21 > 0:03:23At least until now.
0:03:24 > 0:03:28I find internet banking is such a beneficial thing to have.
0:03:28 > 0:03:31We're in a fairly rural location. We don't have a bank here.
0:03:31 > 0:03:34It's about five miles to the nearest town.
0:03:34 > 0:03:38I've obviously got a large family and I've got foster children
0:03:38 > 0:03:42so it's not easy to get to a bank in town.
0:03:42 > 0:03:46So when Ann had to transfer some money to help her 26-year-old son, Murray,
0:03:46 > 0:03:51she knew that she could simply log on and sort everything out online.
0:03:51 > 0:03:57Murray graduated from university and this was his first job that he'd just got.
0:03:57 > 0:03:58He needed to get a flat in Glasgow.
0:03:58 > 0:04:02He didn't have money saved himself at that stage.
0:04:02 > 0:04:08So that he could get in quickly, we agreed that we would help him with the deposit and rent online.
0:04:08 > 0:04:13The landlady of the flat emailed the details of her account number and sort code
0:04:13 > 0:04:17so that Anne could transfer the money to her via online banking.
0:04:17 > 0:04:19Thanks to the faster payments system,
0:04:19 > 0:04:22which most banks use to transfer money between accounts,
0:04:22 > 0:04:26the £900 should have been in the landlady's Bank of Scotland account
0:04:26 > 0:04:27in just two hours.
0:04:27 > 0:04:29But days later, there was no sign of it
0:04:29 > 0:04:33so Anne called the landlady to check the account details she'd been given.
0:04:33 > 0:04:40We realised that on the email she had got just one digit wrong on her account number.
0:04:40 > 0:04:43The sort code was right and I'd put her name in right,
0:04:43 > 0:04:46but she'd just made a mistake of one digit.
0:04:46 > 0:04:49That simple single-digit mistake
0:04:49 > 0:04:51would turn out to have far reaching repercussions.
0:04:51 > 0:04:54But, worried about where the money had gone,
0:04:54 > 0:04:56Ann called her own bank, The Clydesdale.
0:04:56 > 0:05:00They said if the account name and number didn't tally,
0:05:00 > 0:05:03it should be bounced back into my account.
0:05:03 > 0:05:06Reassured that apparently the mistake could be rectified,
0:05:06 > 0:05:09Ann waited for her money to be returned.
0:05:09 > 0:05:10But it didn't appear.
0:05:10 > 0:05:13And it didn't arrive in the landlady's account, either.
0:05:13 > 0:05:16By the end of the week, I phoned them back again
0:05:16 > 0:05:18and said, "It's still not come back."
0:05:18 > 0:05:24And they said, "Oh, actually, because the wrong account number existed,
0:05:24 > 0:05:28"it would have been paid to that account. It doesn't matter that the name didn't tally."
0:05:28 > 0:05:32And so our money was gone to somebody else.
0:05:32 > 0:05:37Ann's £900 had been transferred into the bank account of a complete stranger.
0:05:37 > 0:05:40Unsurprisingly, she was devastated.
0:05:40 > 0:05:42£900 is a huge amount of money
0:05:42 > 0:05:44especially since it was coming up to Christmas.
0:05:44 > 0:05:47We have a large family.
0:05:47 > 0:05:50And we really couldn't spare it.
0:05:50 > 0:05:53I didn't have another £900 to pay.
0:05:53 > 0:05:56So why did Ann's payment go missing?
0:05:56 > 0:06:01It's all down to what some would say is a flaw in the faster payments system.
0:06:01 > 0:06:05Faster payments speeds up transactions between accounts
0:06:05 > 0:06:10and it's made banking an awful lot easier for millions of people since it was introduced in 2008.
0:06:10 > 0:06:12But when you're transferring money,
0:06:12 > 0:06:18there is no requirement for banks to check anything more than the sort code and the account number
0:06:18 > 0:06:20of the account to which you're sending it.
0:06:20 > 0:06:24So, even if you have provided the name of the account holder as well,
0:06:24 > 0:06:28the bank does not need to check if it matches up.
0:06:28 > 0:06:31Which means if just one wrong digit is entered
0:06:31 > 0:06:33even if, as in Ann's case,
0:06:33 > 0:06:35that is the number that you've been given,
0:06:35 > 0:06:41then the money can be sent straight into the wrong account.
0:06:41 > 0:06:45Luckily for Ann and her son, the landlady was very supportive.
0:06:45 > 0:06:48She took responsibility for providing the wrong account details
0:06:48 > 0:06:54and allowed Murray to move into the flat while she tried to get her bank, the Bank of Scotland, to help.
0:06:54 > 0:06:57But because the money had never gone anywhere near her account,
0:06:57 > 0:07:00the bank would not discuss the matter with her.
0:07:00 > 0:07:02It was down to Ann to get the money back.
0:07:02 > 0:07:05So, once again, she called her bank, The Clydesdale.
0:07:05 > 0:07:10I contacted the online support centre again
0:07:10 > 0:07:15and they put in a missing payments trace through the faster payments system
0:07:15 > 0:07:19and they then had to wait 14 days for a reply from the Bank of Scotland.
0:07:20 > 0:07:2214 days went by
0:07:22 > 0:07:25and Ann's bank did not receive a response.
0:07:25 > 0:07:28So they wrote to the Bank of Scotland, enclosing a letter to the person
0:07:28 > 0:07:31who had the £900 transferred into their account,
0:07:31 > 0:07:34requesting that the cash be returned.
0:07:34 > 0:07:38What happened, we don't know whether the client never got it or just ignored it.
0:07:38 > 0:07:41But the final response from the Bank of Scotland was
0:07:41 > 0:07:46"We can't get any response from the customer. Case closed."
0:07:47 > 0:07:48That's it!
0:07:48 > 0:07:54The Bank of Scotland told Ann that in theory she could deal directly with the account holder
0:07:54 > 0:07:56who'd mistakenly got her money.
0:07:56 > 0:07:59The only snag with that is because of Data Protection rules,
0:07:59 > 0:08:02they can't tell her anything about who that person is!
0:08:02 > 0:08:05I think it is right that people's data should be protected
0:08:05 > 0:08:09and I wouldn't want my bank to give my details to anyone else.
0:08:09 > 0:08:12So it's completely right that the bank didn't give me the details.
0:08:12 > 0:08:15But you can't raise a small claim against someone whose name you don't know!
0:08:15 > 0:08:19So we were just left completely unable to get the money back.
0:08:19 > 0:08:25Ann could pursue legal action, forcing the bank to reveal details of who's got her money.
0:08:25 > 0:08:30But as it would most likely cost her more than she's owed, she's decided against it.
0:08:30 > 0:08:32And when she went to the Financial Ombudsman Service,
0:08:32 > 0:08:36they couldn't help either because neither bank has actually done anything wrong.
0:08:37 > 0:08:43They haven't actually broken any rules, but they haven't got any heart.
0:08:43 > 0:08:45Plus it's just simple justice.
0:08:45 > 0:08:47It's just not fair
0:08:47 > 0:08:51that the bank should take the money and there's no way of getting it back
0:08:51 > 0:08:55when any of us can make a simple mistake.
0:08:55 > 0:08:58It wasn't fraud or deceit or anything like that.
0:08:58 > 0:09:00It was just a simple error.
0:09:00 > 0:09:04I just fail to understand why we can't get it back.
0:09:04 > 0:09:08If this was the bank's £900, I've absolutely no doubt
0:09:08 > 0:09:11that they would be getting it back straight away.
0:09:11 > 0:09:14So, what could Ann have done differently?
0:09:14 > 0:09:18Unfortunately, the short answer is "Not a lot".
0:09:18 > 0:09:21All that you can do to protect yourself as much as possible
0:09:21 > 0:09:25from a situation like Ann's when you're making an online bank payment
0:09:25 > 0:09:30is to thoroughly check and then double check the account details of the recipient.
0:09:30 > 0:09:35And ask them to confirm them if you're at all unsure.
0:09:35 > 0:09:37But for Ann, extraordinary as it sounds,
0:09:37 > 0:09:40no-one can help her get her £900 back.
0:09:40 > 0:09:43We asked the two banks involved "Why not?"
0:09:43 > 0:09:46Ann's bank, The Clydesdale, said
0:09:46 > 0:09:49they'd asked the Bank of Scotland to ask the person who got the money
0:09:49 > 0:09:51to authorise a reversal. But...
0:09:55 > 0:09:59Though they'd passed on a second letter explaining that the funds had been received in error,
0:09:59 > 0:10:02the customer has not sent a reply.
0:10:02 > 0:10:04And as the bank says, they...
0:10:09 > 0:10:14For their part, the Bank of Scotland reiterated that they have done all they can
0:10:14 > 0:10:17to try and get their customer to return the money. And that...
0:10:20 > 0:10:22But again, they say they cannot just take it.
0:10:22 > 0:10:26So "with regret" they have had to tell Ann that the case is closed.
0:10:26 > 0:10:29But Ann would like to see the transfer system changed
0:10:29 > 0:10:33to make it possible for account numbers to be cross-referenced with account names.
0:10:33 > 0:10:36That way, if a mistake is made with just a single digit,
0:10:36 > 0:10:38it would show up, could be corrected
0:10:38 > 0:10:40and no-one would lose their money.
0:10:40 > 0:10:45It's really frustrating that the bank could have just done a simple check
0:10:45 > 0:10:47of the name against the account number
0:10:47 > 0:10:52and it would have saved us £900 and saved all this frustration and hassle.
0:10:53 > 0:10:57So I've come to meet Neil Aitkin from the Payments Council
0:10:57 > 0:10:59to find out just why these issues cannot be addressed.
0:10:59 > 0:11:02Neil, we live in the 21st century, not the 18th century.
0:11:02 > 0:11:04Computers can do all sorts of amazing things.
0:11:04 > 0:11:11Why is it not possible to marry up the account number and sort number with the name of the recipient
0:11:11 > 0:11:13and thereby avoid so many of these problems?
0:11:13 > 0:11:17There's good reason that payments are addressed by the number.
0:11:17 > 0:11:20If you think about it, when you're using names,
0:11:20 > 0:11:22there can be lots of variation which would make it difficult
0:11:22 > 0:11:27and actually introduce a different set of problems if that's how you addressed the payments.
0:11:27 > 0:11:30And actually, if you double check the sort code and account number,
0:11:30 > 0:11:33you can be certain that the payment will get to the right place.
0:11:33 > 0:11:36That doesn't answer the question why you can't marry up the number with the name.
0:11:36 > 0:11:38It's a technical thing.
0:11:38 > 0:11:41The sort code and account number are, in law,
0:11:41 > 0:11:43the way that the payment has to be addressed.
0:11:43 > 0:11:46Change the law! We have been looking into this over the last year
0:11:46 > 0:11:51and we've found we're gathering the data on how many cases there are of this.
0:11:51 > 0:11:54Early indications are that it's a really small number.
0:11:54 > 0:11:59It's an unfortunate position and obviously it isn't an easy situation to find yourself in,
0:11:59 > 0:12:02but all is absolutely not lost.
0:12:02 > 0:12:05You do have recourse through the courts to try and get that money back.
0:12:08 > 0:12:11Most of us will have heard the parable that says
0:12:11 > 0:12:13"The wise man builds his house upon the rock."
0:12:13 > 0:12:16If you're planning any sort of extension to your home,
0:12:16 > 0:12:19it may not be quite so obvious what sort of ground you'll be building on.
0:12:19 > 0:12:22Which is why you have to rely on an expert to tell you.
0:12:22 > 0:12:24That's what Ian Carney did.
0:12:24 > 0:12:28But unfortunately, that didn't stop things going terribly wrong.
0:12:28 > 0:12:31Ian, by the way, is a professional animator,
0:12:31 > 0:12:34so you'll see that he's given us some help in telling his story.
0:12:35 > 0:12:37This could represent any suburban street.
0:12:37 > 0:12:40But behind these rows of happy homes
0:12:40 > 0:12:44lies a cautionary tale about the pitfalls of building a house extension.
0:12:44 > 0:12:47And how even when you think you've followed all the right procedures,
0:12:47 > 0:12:50things may not work out as planned.
0:12:50 > 0:12:53For professional animator Ian Carney and his wife Wendy,
0:12:53 > 0:12:56their dream extension has turned into a nightmare.
0:12:56 > 0:12:59We've got a broken home. We've ploughed thousands into it
0:12:59 > 0:13:01and we had nowhere to turn.
0:13:01 > 0:13:04The impact on the family has been massive for the last year.
0:13:04 > 0:13:10It's basically brought our relationship between myself and Ian to our knees.
0:13:10 > 0:13:12They just slowly grind you down, grind you down, grind you down.
0:13:17 > 0:13:21And you don't realise how much it does until you start going into it all again.
0:13:22 > 0:13:26Ian and Wendy's extension was supposed to be the final stage
0:13:26 > 0:13:28of a 16-year project to build their perfect home.
0:13:28 > 0:13:31We had these big plans to build on one side
0:13:31 > 0:13:34go up into the loft and build on the other side.
0:13:34 > 0:13:39We've been here 16 years now and this was the last part, getting this extension finished
0:13:39 > 0:13:41to provide a lovely home for our family.
0:13:41 > 0:13:43The plans were drawn up by an architect
0:13:43 > 0:13:46and approved by the local authority Waverley Borough Council.
0:13:46 > 0:13:51The next thing needed was to make sure that everything met with the building regulations,
0:13:51 > 0:13:53a legal requirement for all building work.
0:13:53 > 0:13:56Building regulations were introduced in 1965
0:13:56 > 0:13:59and then amended in 1984
0:13:59 > 0:14:03to ensure that all buildings meet the same standards of safety and quality.
0:14:03 > 0:14:05At different stages of a project,
0:14:05 > 0:14:08an inspector will make sure that builders are sticking to the regulations
0:14:08 > 0:14:13and the construction is progressing in a safe and responsible manner.
0:14:13 > 0:14:16I thought we didn't really need the architect to see it through.
0:14:16 > 0:14:18Building regulations would suffice.
0:14:18 > 0:14:21They're the policemen for building projects.
0:14:21 > 0:14:23They provide a safe minimum standard.
0:14:23 > 0:14:26If it doesn't pass them, you don't get a completion certificate.
0:14:26 > 0:14:28Simple as that.
0:14:28 > 0:14:31There were several key stages throughout the work
0:14:31 > 0:14:34at which the building regulations inspector was scheduled to visit.
0:14:34 > 0:14:40One of the early ones was when a hole was dug. A very important moment!
0:14:40 > 0:14:43If you get that wrong, everything else is going to be wrong.
0:14:43 > 0:14:45And unfortunately, so it proved.
0:14:45 > 0:14:49So the builders dug by hand the foundations.
0:14:49 > 0:14:52The building regulations inspector came along to assess the foundations
0:14:52 > 0:14:57and he had a little joke with the builders, saying, "You didn't need to go down that deep!"
0:14:57 > 0:14:59The building inspector said in his written report
0:14:59 > 0:15:03that the ground was composed of firm cohesive sand
0:15:03 > 0:15:07and that the foundation depth of 1.2 metres was perfectly adequate.
0:15:07 > 0:15:10Ian and his builder were reassured by the inspector's visit.
0:15:10 > 0:15:12But Ian has subsequently been told
0:15:12 > 0:15:16that his house was not constructed just on firm, cohesive sand.
0:15:16 > 0:15:19The ground was also made up of very silty clay.
0:15:19 > 0:15:24Our ground, if you go down a foot and a half is clay.
0:15:24 > 0:15:26There's lots of it. Sticky stuff.
0:15:26 > 0:15:31The building inspector's written down "firm, cohesive sand".
0:15:31 > 0:15:33You can see why Ian thought he was on safe ground
0:15:33 > 0:15:36with the foundations he had based on the building inspector's report.
0:15:36 > 0:15:39But, Ian says, experts have told him
0:15:39 > 0:15:41that the clay upon which his extension was built
0:15:41 > 0:15:45is classed as being of high to very high shrinkability.
0:15:45 > 0:15:48This means that when the soil is wet it will expand
0:15:48 > 0:15:50and when it's dry, it will shrink.
0:15:50 > 0:15:52This ground movement can be influenced also
0:15:52 > 0:15:56by the roots of nearby trees and shrubs as well as the weather.
0:15:56 > 0:15:58But the significance of all of this
0:15:58 > 0:16:00is something that Ian only realised
0:16:00 > 0:16:02when his extension was almost complete
0:16:02 > 0:16:05and a different buildings inspector visited to sign it off.
0:16:05 > 0:16:12We had a dry summer and I started to notice some hairline cracks appearing.
0:16:12 > 0:16:15I didn't want to make much of them, but they started getting bigger and bigger.
0:16:15 > 0:16:17So when I finally got the building regulations inspector round
0:16:17 > 0:16:19to give us sign off and completion,
0:16:19 > 0:16:21I pointed them out to them
0:16:21 > 0:16:24and he said, with a sharp intake of breath,
0:16:24 > 0:16:27you need to get your insurance company onto that.
0:16:27 > 0:16:30Very worried, Ian did exactly what the inspector suggested.
0:16:30 > 0:16:35The insurance company sent a specialist to dig some test holes next to the extension.
0:16:35 > 0:16:39They identified the problem as clay shrinkage subsidence
0:16:39 > 0:16:44and, in Ian's case, a large damson tree in his neighbour's garden next to the extension
0:16:44 > 0:16:46appears to have exacerbated the problem.
0:16:46 > 0:16:50It was clear that the foundations simply were not deep enough.
0:16:50 > 0:16:53I was astonished. The foundations were just too shallow.
0:16:53 > 0:16:56They only went down one metre. They should have gone down two metres.
0:16:56 > 0:16:59Despite having been officially signed off,
0:16:59 > 0:17:02the foundations were only half as deep as they needed to be.
0:17:02 > 0:17:04Sadly for Ian, the evidence was easy to see.
0:17:04 > 0:17:08This is one of the cracks that appeared in my daughter's bedroom.
0:17:11 > 0:17:15And here's the other one. Quite a big crack, this one,
0:17:15 > 0:17:18which is basically showing the whole of the extension
0:17:18 > 0:17:20is rotating away from the house that way.
0:17:20 > 0:17:22Falling down the hill.
0:17:24 > 0:17:28Worse was to follow. Ian's insurance company concluded that
0:17:28 > 0:17:30the shallow foundations were a design fault
0:17:30 > 0:17:32and refused to pay to put things right.
0:17:32 > 0:17:36But as the foundations depth had been improved by the buildings inspector,
0:17:36 > 0:17:39Ian asked for help from Waverley Borough Council.
0:17:39 > 0:17:43They advised him to employ a structural engineer to build a case
0:17:43 > 0:17:45so that they could put it to their insurance company.
0:17:45 > 0:17:49He produced a report which says that the foundations aren't deep enough.
0:17:49 > 0:17:53The way to rectify that is to underpin that entire length
0:17:53 > 0:17:56which then gives us the foundations that should have been there in the first place.
0:17:56 > 0:18:00I was starting to think, "Hang on, this is going to cost a few thousand pounds."
0:18:00 > 0:18:04So with both the reports saying that the foundations weren't deep enough,
0:18:04 > 0:18:09the building regulations inspector's own report putting down the wrong soil type
0:18:09 > 0:18:12there in black and white, we thought it was an open and shut case.
0:18:12 > 0:18:16Unfortunately for Ian, it wasn't that simple.
0:18:16 > 0:18:19Although he feels it's the council who should pay to repair the foundations,
0:18:19 > 0:18:21because they sent round the building inspector,
0:18:21 > 0:18:24the council is adamant it is not their liability
0:18:24 > 0:18:26and the law is on their side.
0:18:26 > 0:18:29That's thanks to a court case in 1990
0:18:29 > 0:18:34which found that it's down to the homeowner to make sure a project meets building regulations,
0:18:34 > 0:18:36not the buildings inspector.
0:18:36 > 0:18:40So even when, like Ian, you feel you relied on their expert opinion,
0:18:40 > 0:18:45if something goes wrong, it will still be you who has to cover the cost.
0:18:45 > 0:18:46So you need to really do your homework
0:18:46 > 0:18:49and make sure you're across every detail yourself
0:18:49 > 0:18:50before starting any work.
0:18:50 > 0:18:54With both the council and his insurers refusing to help,
0:18:54 > 0:18:58Ian has had to spend £38,000
0:18:58 > 0:19:00on underpinning the house to keep it standing,
0:19:00 > 0:19:04as well as forking out a further £10,000 on professional fees.
0:19:04 > 0:19:12So in total, he's down £48,000, money he feels he should never have had to pay.
0:19:12 > 0:19:14Quite simply, building regulations got it wrong
0:19:14 > 0:19:17and it's cost us nearly £50,000 to fix.
0:19:18 > 0:19:21We contacted Waverley Borough Council about Ian's case.
0:19:21 > 0:19:22They told us they're...
0:19:24 > 0:19:29After a thorough investigation, they find no evidence that they are responsible for the cracking
0:19:29 > 0:19:33or that they failed to adhere to the required guidelines.
0:19:33 > 0:19:37Their insurers found they do not have a legal liability.
0:19:37 > 0:19:41Furthermore, the local government ombudsman in his final decision in March
0:19:41 > 0:19:42agreed that...
0:19:47 > 0:19:49But as a gesture of goodwill,
0:19:49 > 0:19:52they've made a partial refund of the building regulation costs.
0:19:52 > 0:19:56Although Ian's wife Wendy is very angry at how things have turned out,
0:19:56 > 0:19:59it's at least a relief that the repairs are now complete.
0:19:59 > 0:20:04We've stuck together and the family as a unit have come through it.
0:20:04 > 0:20:08The foundations on the house are solid as they are with us now,
0:20:08 > 0:20:10which is a nice ending,
0:20:10 > 0:20:13but it would be nice if Waverley would hold their hands up
0:20:13 > 0:20:15and say that they had a huge part to play in this.
0:20:16 > 0:20:19Ian and Wendy's 16-year project to build their dream home
0:20:19 > 0:20:21has finally come to an end.
0:20:21 > 0:20:25But the financial and the emotional stresses will be with them for ever.
0:20:31 > 0:20:35The Rip-Off Britain pop-up shop is back open for business.
0:20:35 > 0:20:38This year, we headed to Liverpool where, for one weekend only,
0:20:38 > 0:20:44we were joined by a team of experts to give out as much consumer advice as we possibly could.
0:20:44 > 0:20:46They'll help you find out what's gone wrong
0:20:46 > 0:20:49and get in touch with the company that's doing this.
0:20:49 > 0:20:53And we were delighted so many of you got just the help you needed.
0:20:53 > 0:20:56We're really pleased that somebody was able to see us today.
0:20:56 > 0:20:59He gave us some good advice and we've got two options to go away and look at.
0:20:59 > 0:21:02Really pleased with the feedback I've been given.
0:21:02 > 0:21:06I think I have to accept I'm not going to receive any funds back. Life goes on.
0:21:06 > 0:21:11It was extremely useful. We've got the direction we need to go in now.
0:21:12 > 0:21:16Outside on the streets we also ran advice workshops.
0:21:16 > 0:21:21At this one, communications expert David McLelland took to the stage
0:21:21 > 0:21:24to share some top tips on how to use your mobile abroad
0:21:24 > 0:21:27without ending up with shock bills when you get home.
0:21:27 > 0:21:32There are some ways that you can carry on using your phone pretty much as you would do here.
0:21:32 > 0:21:34But you've got to ask for them first of all.
0:21:36 > 0:21:38Two volunteers here.
0:21:38 > 0:21:41We even roped in some passing shoppers to help out.
0:21:41 > 0:21:46After you've booked your holiday, phone up your operator,
0:21:46 > 0:21:48the person you pay your mobile phone bill to.
0:21:48 > 0:21:51Phone them up and tell them where you're going.
0:21:51 > 0:21:53Ask them, "How much is it going to cost me?"
0:21:53 > 0:21:57Because you're using your phone on someone else's network,
0:21:57 > 0:22:00it costs you money to receive a call so find out how much that costs.
0:22:00 > 0:22:02Voicemail. You'll be charged for that,
0:22:02 > 0:22:07so ask your mobile phone operator how much your voicemail will cost and how to get to it.
0:22:07 > 0:22:12Even Gloria's been caught out by unexpected charges for voicemail abroad.
0:22:12 > 0:22:15Guess how much they were per shot? Go on.
0:22:15 > 0:22:16Nearly five quid a shot. Goodness me.
0:22:16 > 0:22:19I thought I was picking up my messages for free,
0:22:19 > 0:22:23I was actually paying all those. In the end, I fought it and got it off.
0:22:23 > 0:22:26Because I didn't know that's what it would cost me.
0:22:27 > 0:22:30If you're going to be connecting to a wireless network when abroad
0:22:30 > 0:22:32and doing a lot of downloading and stuff,
0:22:32 > 0:22:34turn off your data roaming.
0:22:34 > 0:22:38Because then there's no way if your wireless network drops off
0:22:38 > 0:22:40that you will get charged for that data.
0:22:40 > 0:22:45And David had a great bit of advice regarding information that your provider now has to give you
0:22:45 > 0:22:48so you can keep track of what you're spending while you're away.
0:22:48 > 0:22:55Make sure you're opted in to the text messages that your mobile operator has to send you by law
0:22:55 > 0:22:57to tell you when you're approaching spending caps.
0:22:57 > 0:23:00This is something that's relatively new over the last year or so.
0:23:00 > 0:23:04But if you're getting close to say 50 euros or 40-something pounds.
0:23:04 > 0:23:09they have to send you a text message to tell you you're approaching your spending cap.
0:23:09 > 0:23:11And then another one to tell you that you've reached that.
0:23:11 > 0:23:14Three top tips there. That should mean that you come back from holiday
0:23:14 > 0:23:18and you won't be worried about a big bill dropping through your letterbox.
0:23:22 > 0:23:24Still to come on Rip-Off Britain.
0:23:24 > 0:23:25The laws may have changed,
0:23:25 > 0:23:30but are some private parking companies still trying to have everything their own way?
0:23:30 > 0:23:37I cannot understand why they could not use a bit of discretion in this case
0:23:37 > 0:23:41and perhaps not issue the ticket in the first instance.
0:23:42 > 0:23:45Of all the things you might worry about if you were buying a second-hand car,
0:23:45 > 0:23:48you probably wouldn't expect what happened to Mark Thompson.
0:23:48 > 0:23:52Mark did absolutely everything right with the purchase,
0:23:52 > 0:23:54making all the checks he should have done.
0:23:54 > 0:23:57But somewhere along the line, someone else made a mistake
0:23:57 > 0:24:00that's ended up costing him hundreds of pounds
0:24:00 > 0:24:03and resulted in some very unwelcome attention from the police.
0:24:05 > 0:24:09Mark Thompson has always had a soft spot for cars.
0:24:09 > 0:24:12And there's one in particular that's always set his pulse racing.
0:24:13 > 0:24:16I saw a Ford Escort RS Turbo on the internet.
0:24:17 > 0:24:19That's a car like I've always wanted.
0:24:19 > 0:24:23In November 2012, it seemed his dream car was within reach
0:24:23 > 0:24:27when he saw the exact model he wanted for sale online.
0:24:27 > 0:24:30So straightaway, Mark got in touch with the seller.
0:24:30 > 0:24:33I phoned the guy up. He seemed spot on on the phone.
0:24:33 > 0:24:36So I was very interested in the car by this time.
0:24:36 > 0:24:40The following day, I drove down, had a look at the car,
0:24:40 > 0:24:43met the bloke, had a look at the paperwork.
0:24:43 > 0:24:46Everything was how it should be.
0:24:46 > 0:24:49Just to be sure everything was as it seemed,
0:24:49 > 0:24:52Mark decided to do his own research into the history of the car
0:24:52 > 0:24:55so that he could be confident that everything stacked up.
0:24:55 > 0:24:57He did a vehicle history check on the vehicle
0:24:57 > 0:25:02by texting the details to one of several companies that specialise in doing this kind of search,
0:25:02 > 0:25:06flagging up if a car has previously been stolen or written off
0:25:06 > 0:25:09or if it has any outstanding finance on it.
0:25:09 > 0:25:12When I texted, it came back as OK.
0:25:12 > 0:25:17It had had a few owners, but it wasn't stolen. It seemed genuine enough.
0:25:18 > 0:25:22Mark was further reassured when he was able to insure the vehicle before purchase.
0:25:22 > 0:25:26The insurance I got was fine. It was within reason.
0:25:26 > 0:25:32I didn't see anything of a stolen vehicle or anything like that.
0:25:32 > 0:25:35Happy the car wasn't hiding a past that would come back to haunt him,
0:25:35 > 0:25:40Mark handed over £1,950 in cash to the seller.
0:25:40 > 0:25:43I bought the car in good faith. The guy took us to his house.
0:25:43 > 0:25:47So it wasn't meeting on the A1 or owt like that.
0:25:47 > 0:25:50Finally Mark was on the road in the car he'd always wanted.
0:25:50 > 0:25:53I loved driving it. I've never had a car like that,
0:25:53 > 0:25:56so yeah, loved it. Really did.
0:25:56 > 0:25:58Just what I wanted.
0:25:58 > 0:26:00But just days later,
0:26:00 > 0:26:02Mark had a very unpleasant surprise.
0:26:02 > 0:26:05I got pulled over by the police.
0:26:05 > 0:26:09They told me that the car was stolen.
0:26:09 > 0:26:16I was like, "It's not stolen. I've got the log book, insurance documents, MOT."
0:26:16 > 0:26:20I even had the car text check on my phone
0:26:20 > 0:26:22which I showed them, dated.
0:26:22 > 0:26:25Reassured by everything he was able to tell and show them,
0:26:25 > 0:26:27the police sent Mark on his way.
0:26:27 > 0:26:33The police pretty much said, "If you don't hear anything in a couple of days, don't worry about it.
0:26:33 > 0:26:35"It's obviously a mistake."
0:26:35 > 0:26:39But a few days later, Mark was pulled over again.
0:26:39 > 0:26:42I showed them all my documents, my car text check,
0:26:42 > 0:26:46insurance, everything else, and he pretty much said the same thing.
0:26:46 > 0:26:48There must be some kind of mistake.
0:26:48 > 0:26:52But by this time, I'm starting to feel a bit concerned
0:26:52 > 0:26:55as to why this car keeps flagging up.
0:26:55 > 0:26:58And when he was stopped by the police for a third time,
0:26:58 > 0:27:00he really began to worry.
0:27:00 > 0:27:04Checked all my details, took bits of paper and things
0:27:04 > 0:27:10but he was still baffled as to why this was flagging as a stolen vehicle.
0:27:10 > 0:27:16Then things came to a head just as Mark was settling down to enjoy a quiet family Christmas.
0:27:16 > 0:27:19I pulled into the street, and as I parked up
0:27:19 > 0:27:22there was a van pulled in front of us
0:27:22 > 0:27:25and he asked us to go in the back of the van and have a conversation
0:27:25 > 0:27:28as to what was going to happen with my car.
0:27:28 > 0:27:33And then he told us that I was going to lose the car
0:27:33 > 0:27:37cos it needed to be taken to a vehicle test centre
0:27:37 > 0:27:40for them to make sure that the car wasn't a ringer
0:27:40 > 0:27:44and it was the actual car that's stolen.
0:27:44 > 0:27:47I was shocked. Devastated. I really was.
0:27:47 > 0:27:51On Christmas Eve of all days, they took the car off us.
0:27:51 > 0:27:54With no car, and the worry that he'd never see it again,
0:27:54 > 0:27:56Mark had a distinctly unhappy Christmas.
0:27:56 > 0:28:00It just made things really hard over Christmas, it really did.
0:28:00 > 0:28:05The next day I had my parents and things to go to.
0:28:05 > 0:28:08I had to take my child places.
0:28:08 > 0:28:13All of that I couldn't do. Well, I did do, but with great expense.
0:28:13 > 0:28:17Taxi fares, and asking people for lifts and things.
0:28:17 > 0:28:19Just all unnecessary.
0:28:19 > 0:28:23And when the police finally confirmed that the car was definitely stolen,
0:28:23 > 0:28:25Mark was thoroughly confused.
0:28:25 > 0:28:29After all, he'd gone out of his way to check that the car hadn't got a murky past
0:28:29 > 0:28:31before he'd handed over any cash.
0:28:31 > 0:28:36How can you do so much to safeguard yourself in buying a car
0:28:36 > 0:28:39and yet it still turns out to be stolen.
0:28:39 > 0:28:42I just don't understand how this could have happened.
0:28:42 > 0:28:45Determined to get to the bottom of what had happened,
0:28:45 > 0:28:49Mark contacted the company he'd used to check out the history of the car.
0:28:49 > 0:28:54I contacted the HPI company and straightaway they were on the ball
0:28:54 > 0:28:56wanting to know how this has happened.
0:28:56 > 0:28:59They were totally baffled and straightaway wanted to know
0:28:59 > 0:29:02information about me, information about the car,
0:29:02 > 0:29:05information about the person I bought the car off, what I could give them.
0:29:05 > 0:29:10The company gets its information from the databases of the DVLA,
0:29:10 > 0:29:14the government agency that registers details of all drivers and vehicles
0:29:14 > 0:29:16so they, too, were confused.
0:29:16 > 0:29:21And Mark's faith in the fact that he was able to insure the vehicle was misplaced.
0:29:21 > 0:29:25Insurers don't check the history of the car you're looking to insure.
0:29:25 > 0:29:27It's your responsibility.
0:29:28 > 0:29:32But Mark had done all he could to ensure his car was legit,
0:29:32 > 0:29:35so why had none of his checks flagged up that it wasn't?
0:29:35 > 0:29:39All other checks had relied on the DVLA's information,
0:29:39 > 0:29:40which should be the most accurate.
0:29:40 > 0:29:42But no problem had shown up.
0:29:42 > 0:29:47Mark has tried contacting the DVLA to see if they can shed light on the situation,
0:29:47 > 0:29:49but it hasn't got him closer to an explanation.
0:29:49 > 0:29:52Been passed from pillar to post.
0:29:52 > 0:29:56When you're phoning the DVLA, it's not cheap from mobile phones.
0:29:56 > 0:29:59That's annoying us more. I've lost money on my car,
0:29:59 > 0:30:03now I'm losing more money trying to find out what's happening about this car.
0:30:03 > 0:30:06And I just don't know what to do.
0:30:06 > 0:30:08Whoever's to blame, it isn't Mark.
0:30:08 > 0:30:12But he's the one who's lost out by a huge amount.
0:30:12 > 0:30:18Nobody wants to say, "This was my fault. We accept liability for it."
0:30:18 > 0:30:22Because in my eyes, I've lost £3,500
0:30:22 > 0:30:26when you consider the car, the price of having it fixed in the garage,
0:30:26 > 0:30:31insurance, tax, a new CD player I put in.
0:30:31 > 0:30:35Everything like that that I lost. I lost everything I'd put into the car.
0:30:35 > 0:30:40We asked all the parties concerned how this could have happened.
0:30:40 > 0:30:44All of them insisted their databases were accurate and up-to-date.
0:30:44 > 0:30:47And the company that did the vehicle history check stressed...
0:30:52 > 0:30:57It was categorically not recorded on the motor insurance anti-fraud and theft register.
0:30:57 > 0:31:02The police say as soon as a vehicle is recorded as stolen on their systems
0:31:02 > 0:31:05that information goes straight to the DVLA.
0:31:05 > 0:31:10But part of the confusion seems to be that at the time the vehicle was originally stolen,
0:31:10 > 0:31:15its then owner had been working away, resulting in a delay in the crime being reported.
0:31:15 > 0:31:18During that period, the car had already been sold on
0:31:18 > 0:31:23and the DVLA, at that point having no reason to believe the car was stolen,
0:31:23 > 0:31:26had issued a new registration certificate to the person who bought it.
0:31:26 > 0:31:32That would explain why, when the car was eventually sold on again, to Mark,
0:31:32 > 0:31:36it had all the correct documentation and could be taxed and insured.
0:31:36 > 0:31:38But, as the DVLA say...
0:31:47 > 0:31:51In the end, whatever muddles there may have been along the way,
0:31:51 > 0:31:54none of this is of any comfort to Mark.
0:31:54 > 0:31:57As he's now had to borrow money to buy another car,
0:31:57 > 0:32:00the cost of all this continue to add up.
0:32:00 > 0:32:04It's just made us feel sick. It really has. Really angry.
0:32:04 > 0:32:06I just... All I want is an answer
0:32:06 > 0:32:09as to how this has happened
0:32:09 > 0:32:11and to prevent it from happening again.
0:32:17 > 0:32:21We've put together a free booklet of tips and advice
0:32:21 > 0:32:22to help safeguard your money.
0:32:22 > 0:32:24You can download it from our website:
0:32:28 > 0:32:29For a hard copy,
0:32:29 > 0:32:31send a stamped, self-addressed A5 envelope
0:32:31 > 0:32:34to the address that we'll give you at the end of the programme.
0:32:34 > 0:32:36You'll also find on the website
0:32:36 > 0:32:39lots more information on the topics we tackle on the programme
0:32:39 > 0:32:43with plenty of tips on how to save money and avoid being caught out.
0:32:46 > 0:32:51For years, you've been telling us about problems with parking companies.
0:32:51 > 0:32:55They always seem a bit too keen to slap a ticket on your windscreen
0:32:55 > 0:32:58without you actually knowing that you've necessarily done anything wrong.
0:32:58 > 0:33:04So it seemed like good news when last year, new rules came in to clarify the law
0:33:04 > 0:33:07when it comes to parking on private land
0:33:07 > 0:33:10and to simplify the process if you want to appeal charges
0:33:10 > 0:33:12that you think may be unfair.
0:33:12 > 0:33:15So, what difference has all of that made so far?
0:33:15 > 0:33:18Well, it's thrown up some pretty dramatic numbers
0:33:18 > 0:33:23in terms of how many motorists have been able to make a successful appeal
0:33:23 > 0:33:25and get their penalty overturned.
0:33:25 > 0:33:26More than half, in fact.
0:33:26 > 0:33:31But it hasn't yet put an end to situations like that of our next case.
0:33:33 > 0:33:35For John and Betty Ambrose,
0:33:35 > 0:33:37this little Citroen is their lifeline.
0:33:39 > 0:33:42Since becoming disabled in 2006,
0:33:42 > 0:33:45I find walking any great distance
0:33:45 > 0:33:50or having to stand, for instance, at a bus stop waiting for a bus
0:33:50 > 0:33:52is very, very painful.
0:33:52 > 0:33:56The car allows us to live our lives.
0:33:56 > 0:34:01John's disability means that he can display a blue disabled badge in the car
0:34:01 > 0:34:04allowing him to park in disabled parking bays.
0:34:04 > 0:34:07I hope we can find a decent parking space.
0:34:07 > 0:34:12It was a trip to the cinema with the grandchildren last October
0:34:12 > 0:34:15that started the chain of events that caused them to write to us.
0:34:15 > 0:34:19John parked the car in the disabled bay at the cinema's free car park.
0:34:19 > 0:34:24He thought he'd put the blue badge out as usual before heading inside.
0:34:24 > 0:34:26But whilst they were enjoying the film,
0:34:26 > 0:34:28he was given a parking ticket
0:34:28 > 0:34:31for parking in a disabled bay without showing his blue badge.
0:34:31 > 0:34:35It was dark when we came out
0:34:35 > 0:34:38so we didn't immediately notice the parking ticket.
0:34:38 > 0:34:40If we had done so,
0:34:40 > 0:34:45then obviously we could have seen whether or not the badge was up.
0:34:45 > 0:34:49Although it is free to park in this car park, it is still monitored
0:34:49 > 0:34:51and at the time John and Betty got their ticket,
0:34:51 > 0:34:53it was managed by a private parking company.
0:34:53 > 0:34:56John feels that if he hadn't put the blue badge out,
0:34:56 > 0:35:02his car tax disc makes it clear that it's owned by someone who is registered disabled.
0:35:02 > 0:35:08I cannot understand why they could not use a little bit of discretion in this case
0:35:08 > 0:35:12and perhaps not issue the ticket in the first instance.
0:35:12 > 0:35:15Now, you may be thinking this simply boils down to a disagreement
0:35:15 > 0:35:17between the couple and the parking company.
0:35:17 > 0:35:19But it's more interesting than that.
0:35:19 > 0:35:24Because since the laws covering parking on private land changed in 2012,
0:35:24 > 0:35:28there's a process that parking companies are supposed to follow
0:35:28 > 0:35:30if you want to appeal a ticket.
0:35:30 > 0:35:34But you've been telling us that the procedure is not always followed.
0:35:34 > 0:35:36John and Betty did want to appeal,
0:35:36 > 0:35:39but their ticket said if they didn't pay up within 14 days,
0:35:39 > 0:35:42the charge would increase from £60 to £100.
0:35:42 > 0:35:45So, to avoid paying that high amount
0:35:45 > 0:35:49when they sent off their letter of appeal, they also enclosed a cheque for £60
0:35:49 > 0:35:51to cover the cost if the appeal failed.
0:35:51 > 0:35:55The cheque was not an admission of guilt,
0:35:55 > 0:35:57it was just that I was very concerned
0:35:57 > 0:35:59that if I didn't pay on time,
0:35:59 > 0:36:02I would start racking up extra costs.
0:36:02 > 0:36:06I stated to them that the fact that I was enclosing the money
0:36:06 > 0:36:09was purely to avoid further costs
0:36:09 > 0:36:11and not an admission of guilt.
0:36:11 > 0:36:15But a week later, the company wrote to say they had rejected his appeal.
0:36:15 > 0:36:20They said that it was his responsibility to check that the blue badge was on display.
0:36:20 > 0:36:22While they sympathised with his situation,
0:36:22 > 0:36:25the parking charge was correctly issued.
0:36:25 > 0:36:28With the cheque already cashed, in their view, the matter was now closed.
0:36:29 > 0:36:34In the letter, they stated that I had a further seven days to produce evidence.
0:36:34 > 0:36:40The letter also said that I had the right to appeal to POPLA.
0:36:41 > 0:36:44POPLA, or Parking On Private Land Appeals
0:36:44 > 0:36:46is a new independent body
0:36:46 > 0:36:48set up as a result of last year's new parking laws
0:36:48 > 0:36:53giving drivers another place to turn to if there's a dispute over a ticket and the company won't budge.
0:36:53 > 0:36:56But there are two things that need to happen
0:36:56 > 0:36:58before POPLA can look into your case.
0:36:58 > 0:37:01First, the company concerned has to be a member of the industry body
0:37:01 > 0:37:03the British Parking Association.
0:37:03 > 0:37:06Around 700 private parking firms are
0:37:06 > 0:37:08including the one that gave John his ticket.
0:37:08 > 0:37:12Plus, if the parking firm reject your first appeal,
0:37:12 > 0:37:16they have to issue you with what's called a verification code
0:37:16 > 0:37:19and in this case, that was not included in the letter.
0:37:21 > 0:37:24The penultimate sentence is,
0:37:24 > 0:37:26"Your independent appeal number
0:37:26 > 0:37:33"(for tickets issued after 1st October 2012) is..."
0:37:33 > 0:37:35There's then a blank space.
0:37:35 > 0:37:37And they hadn't given me the number
0:37:37 > 0:37:39which made me very frustrated
0:37:39 > 0:37:42because they said I had the right to appeal
0:37:42 > 0:37:46but they hadn't given me the tools with which to exercise that right.
0:37:46 > 0:37:49So John wrote back to the parking company
0:37:49 > 0:37:51who sent back what appeared to be a standard response,
0:37:51 > 0:37:54suggesting that he could appeal to POPLA
0:37:54 > 0:37:57but again omitting that vital code that he'd need to do exactly that.
0:37:57 > 0:38:01I then emailed back the same day
0:38:01 > 0:38:05expressing my frustration and, by this time, anger,
0:38:05 > 0:38:11and I asked again for the verification code.
0:38:11 > 0:38:15Again the company responded with what John considered to be an automated response.
0:38:15 > 0:38:18So he decided to contact POPLA himself.
0:38:18 > 0:38:22I felt I'd take the bull by the horns
0:38:22 > 0:38:26and appealed directly.
0:38:26 > 0:38:29But POPLA's response wasn't as helpful as John hoped.
0:38:29 > 0:38:33They told him that without the code they simply could not hear his appeal.
0:38:33 > 0:38:35I emailed back to them
0:38:35 > 0:38:38and said that, "If you had read my letter,
0:38:38 > 0:38:43"you will see that I have tried without success to get the code
0:38:43 > 0:38:47"and part of my complaint to yourselves
0:38:47 > 0:38:51"is the fact that they won't issue me this code
0:38:51 > 0:38:55"and what I'm asking you to do is get them to issue me with a code
0:38:55 > 0:38:59"or to take up my appeal without a code."
0:38:59 > 0:39:02And when John contacted the parking company once again
0:39:02 > 0:39:05he got yet another standard reply,
0:39:05 > 0:39:08saying he had seven days to send any extra evidence that he had for his appeal
0:39:08 > 0:39:10or he could go to POPLA,
0:39:10 > 0:39:12which is all he wanted to do in the first place
0:39:12 > 0:39:14if only they'd given him the code!
0:39:14 > 0:39:18I now felt that I was caught in the middle of a total farce.
0:39:18 > 0:39:21What's the problem in issuing it to me?
0:39:21 > 0:39:26If it's at the end of the day I'm proved to be guilty of the offence
0:39:26 > 0:39:28then, OK, I'll put my hands up to it.
0:39:28 > 0:39:32But I feel I have a genuine reason to appeal.
0:39:32 > 0:39:35Well, we contacted the parking company on John's behalf.
0:39:35 > 0:39:39They sent a photo that proved that he had not, in fact, on this occasion,
0:39:39 > 0:39:41displayed his blue badge.
0:39:41 > 0:39:43Which was...
0:39:43 > 0:39:45And they say the information on the tax disc
0:39:45 > 0:39:49does not prove that the car was being driven by a disabled person.
0:39:49 > 0:39:54But although they feel that they had made clear that the case was closed and his appeal rejected...
0:40:00 > 0:40:02..they have arranged to refund the payment.
0:40:02 > 0:40:04So John's story has a happy ending.
0:40:04 > 0:40:06But other drivers have told us that they, too,
0:40:06 > 0:40:10have had problems in receiving that all-important verification code
0:40:10 > 0:40:12so that they can appeal to POPLA.
0:40:12 > 0:40:13The British Parking Association
0:40:13 > 0:40:16puts that down to the fact that the industry has just been through...
0:40:19 > 0:40:22They say their members should be complimented
0:40:22 > 0:40:23on how quickly they've adapted.
0:40:23 > 0:40:26But if you are given the code to appeal,
0:40:26 > 0:40:28it really can make a difference.
0:40:28 > 0:40:31Appeals are free, and in POPLA's first four months,
0:40:31 > 0:40:35of almost 2,000 cases they've heard that were eligible for further appeal
0:40:35 > 0:40:38more than half were resolved in favour of the driver.
0:40:40 > 0:40:43It's worth getting the process in perspective.
0:40:43 > 0:40:48Because less than one per cent of parking tickets issued
0:40:48 > 0:40:51by operators are appealed against.
0:40:51 > 0:40:55So we're talking about a very small proportion of overall tickets.
0:40:55 > 0:40:58But if you do want to dispute your parking ticket,
0:40:58 > 0:41:00there are a few things to bear in mind.
0:41:00 > 0:41:04Both the motorist and the operator need to provide evidence to POPLA
0:41:04 > 0:41:07to show what their case is.
0:41:07 > 0:41:09Always a good idea to take photographs
0:41:09 > 0:41:13or have a witness back your story up.
0:41:13 > 0:41:16The adjudicator is really just looking to see
0:41:16 > 0:41:18what the balance of probability is
0:41:18 > 0:41:22between the operator on the one hand and the motorist on the other.
0:41:22 > 0:41:26Of course, the best advice is to make sure that you double-check
0:41:26 > 0:41:28all the parking signs and regulations in the first place.
0:41:28 > 0:41:30And in John and Betty's case,
0:41:30 > 0:41:34they'll be making sure they always display the parking badge.
0:41:34 > 0:41:37'We're extremely careful when we go down there now.
0:41:37 > 0:41:41'We double-check we've put the badge up every time.'
0:41:47 > 0:41:51Here at Rip-Off Britain, we're always ready to investigate more of your stories.
0:41:51 > 0:41:53You could write to us:
0:42:03 > 0:42:04Or send us an email:
0:42:09 > 0:42:14The Rip-Off team is ready and waiting to investigate your stories.
0:42:16 > 0:42:19As we've heard, when you end up losing money,
0:42:19 > 0:42:22it can be the apparent injustice which sticks in the throat
0:42:22 > 0:42:24as much as the amount itself.
0:42:24 > 0:42:28It doesn't help when it seems that the odds are really stacked against you
0:42:28 > 0:42:30trying to get things resolved.
0:42:30 > 0:42:34And while in some cases that's because the situation may not be as clear-cut as you'd hoped,
0:42:34 > 0:42:39but in others, it does feel as if more could be done to help,
0:42:39 > 0:42:41especially if you've lost out through no fault of your own.
0:42:41 > 0:42:43And that is so true.
0:42:43 > 0:42:47Please do keep telling us when you think you've had a raw deal
0:42:47 > 0:42:50and we'll see if there's anything we can do to fight your corner.
0:42:50 > 0:42:51I'm afraid that's it for today.
0:42:51 > 0:42:55But we'll be seeing you again very soon with even more of your stories.
0:42:55 > 0:42:57Until then, from all of us, bye-bye. Bye. Bye.
0:43:20 > 0:43:22Subtitles by Red Bee Media Ltd