0:00:02 > 0:00:06We asked you to tell us who's 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 street,
0:00:12 > 0:00:15and the message could not be clearer.
0:00:15 > 0:00:19It feels to me that I'm fighting a battle that I can't win.
0:00:19 > 0:00:22Costs you a fortune and, when you actually get through,
0:00:22 > 0:00:23you get fobbed off.
0:00:23 > 0:00:25You told us that with money tighter than ever,
0:00:25 > 0:00:28you need to be sure every pound you spend is worth it.
0:00:28 > 0:00:32We ploughed thousands into it and we had nowhere to turn.
0:00:32 > 0:00:34So, whether it's a deliberate rip off,
0:00:34 > 0:00:37a simple mistake or a catch in the small print,
0:00:37 > 0:00:40we'll find out why you're out of pocket and what you can do about it.
0:00:40 > 0:00:43Your stories, your money.
0:00:43 > 0:00:44This is Rip-Off Britain.
0:00:46 > 0:00:49Hello and welcome to Rip-Off Britain, the series that
0:00:49 > 0:00:53tries to unravel situations where you feel you've had a raw deal,
0:00:53 > 0:00:56or indeed been stuck with a problem that's not been easy to sort out
0:00:56 > 0:00:58and you've come to us.
0:00:58 > 0:01:00But I think we all agree
0:01:00 > 0:01:02that there are usually two sides to every story.
0:01:02 > 0:01:05And sometimes, perhaps when you feel you've been treated unfairly,
0:01:05 > 0:01:08the truth is that it may not be that clear cut,
0:01:08 > 0:01:12and the explanation could be that there's been a genuine
0:01:12 > 0:01:13misunderstanding along the way.
0:01:13 > 0:01:16Or indeed that both sides have an equally valid
0:01:16 > 0:01:18perspective about what's actually going on.
0:01:18 > 0:01:21That might not make it any easier to swallow but knowing that
0:01:21 > 0:01:24no-one's deliberately taken you for a ride may soften the blow.
0:01:24 > 0:01:28So, today, we'll be looking at cases where, as we try to get to the
0:01:28 > 0:01:31bottom of stories you've asked us to investigate,
0:01:31 > 0:01:34the result may not be as simple as it first appears.
0:01:35 > 0:01:38Coming up on today's programme, the dispute that's left this
0:01:38 > 0:01:41woman stuck with a gaping hole in her floor.
0:01:41 > 0:01:43I thought, "You're having a laugh."
0:01:43 > 0:01:45I can't believe a company can just sort of say,
0:01:45 > 0:01:47"Actually, it's nothing to do with us."
0:01:47 > 0:01:50How to beat the menace lurking on Britain's roads.
0:01:50 > 0:01:52I feel absolutely livid.
0:01:52 > 0:01:58I don't see why I should even have to suffer one penny's worth of inconvenience.
0:01:58 > 0:02:01And we tackle more of your problems at the Rip-Off Britain pop up shop.
0:02:05 > 0:02:09Here's a problem that most us have come across at some point.
0:02:09 > 0:02:11It's a bugbear that won't go away and indeed,
0:02:11 > 0:02:16thanks to a run of bad winters, is only getting worse.
0:02:16 > 0:02:19It's unsightly, it's spreading on an epidemic scale
0:02:19 > 0:02:22and it's an issue that can have a very costly impact on your car.
0:02:26 > 0:02:30There's a danger lurking on our roads, one that can creep up
0:02:30 > 0:02:34on the unsuspecting motorists and when it strikes,
0:02:34 > 0:02:37the damage can run into hundreds of pounds.
0:02:38 > 0:02:40Potholes - our roads are full of them,
0:02:40 > 0:02:43and last year across England and Wales
0:02:43 > 0:02:46an estimated 2.2 million of them were filled in.
0:02:46 > 0:02:49But, every year, they're believed to be responsible for, wait for it,
0:02:49 > 0:02:54£2.8bn worth of damage to cars in Britain.
0:02:54 > 0:02:58And, according to the AA, the number of pothole-related insurance claims
0:02:58 > 0:03:03more than doubled in January compared to the same month last year.
0:03:03 > 0:03:08Mechanic Ken McBrian from Folkestone knows all about the damage potholes can cause,
0:03:08 > 0:03:12but even he was surprised by what happened to his son's car last year.
0:03:12 > 0:03:16He was driving down the road, he wasn't speeding,
0:03:16 > 0:03:19he hit a pothole and wrecked his wheel.
0:03:20 > 0:03:24Mark Scott from Crewe also suffered extensive damage to his car
0:03:24 > 0:03:27after driving over a pothole earlier this year.
0:03:27 > 0:03:31I hear an almighty bang, got out immediately,
0:03:31 > 0:03:32had a look at the wheel,
0:03:32 > 0:03:36a massive bulge the size of an egg on the outside of the tyre.
0:03:36 > 0:03:39So, I knew immediately it had done some serious damage.
0:03:39 > 0:03:43The pothole that Ken's son's car hit was eight inches wide,
0:03:43 > 0:03:46five inches deep and 40 inches long -
0:03:46 > 0:03:49enough to inflict some significant damage.
0:03:49 > 0:03:52It had damaged the inner rim,
0:03:52 > 0:03:54taken the tyre away from the rim,
0:03:54 > 0:03:58rapidly deflated and damaged the tyre.
0:03:58 > 0:04:03The damage that was caused come to a figure of approximately £200.
0:04:04 > 0:04:07Meanwhile, to fix the results of his run-in with a pothole,
0:04:07 > 0:04:10Mark has had to fork out an awful lot more.
0:04:10 > 0:04:13The damage to the car was it completely destroyed
0:04:13 > 0:04:16the allow wheel - it had bent it and distorted it -
0:04:16 > 0:04:20and the lower suspension arm was damaged beyond repair as well.
0:04:20 > 0:04:25The total bill was just short of £927, including VAT.
0:04:27 > 0:04:31The AA report that a third of drivers have suffered some sort of
0:04:31 > 0:04:34pothole damage to their cars in the last two years.
0:04:34 > 0:04:36You see the damage it's done.
0:04:36 > 0:04:41This customer paid us £150 for this wheel, approximately.
0:04:41 > 0:04:43At this garage in Manchester,
0:04:43 > 0:04:47mechanic James McGraw regularly fixes the problems they caused.
0:04:47 > 0:04:49And while that's a good trade for him,
0:04:49 > 0:04:51he sympathises with the motorist.
0:04:51 > 0:04:54Potholes are good for business but I feel sorry for people.
0:04:54 > 0:04:57Why should the customer have to pay out for that? It's not fair.
0:04:57 > 0:04:59No-one can budget for that sort of thing.
0:04:59 > 0:05:01The road should be in a good condition in the first place.
0:05:01 > 0:05:04It's not right. Not right at all.
0:05:04 > 0:05:09In the UK, the government earns an estimated £42.8bn from motorists
0:05:09 > 0:05:11for vehicle excise and fuel duties,
0:05:11 > 0:05:16and around £7.7bn is spent on roads and maintenance.
0:05:16 > 0:05:18Most of the repair work on roads - in fact,
0:05:18 > 0:05:2195% of it - is done by local authorities,
0:05:21 > 0:05:26which is why Ken and Mark are adamant it should be the council that
0:05:26 > 0:05:28foots the bill for their repairs.
0:05:28 > 0:05:31My son shouldn't have to pay for this damage,
0:05:31 > 0:05:35nor any other motorist pay for the damage that is sustained
0:05:35 > 0:05:36to their vehicle.
0:05:36 > 0:05:40The local authorities should pay for the damage as it
0:05:40 > 0:05:45was their responsibility to maintain roads, which they failed to do,
0:05:45 > 0:05:48which has caused this damage.
0:05:48 > 0:05:51Absolutely livid. I think it's a rip-off.
0:05:51 > 0:05:54I'm paying more road tax every year, year-on-year,
0:05:54 > 0:05:56and I don't know what on Earth for.
0:05:56 > 0:05:59The roads are in the worse condition than they've ever been
0:05:59 > 0:06:01and no-one can explain to you where the money's going.
0:06:03 > 0:06:05Local authorities can end up paying for repairs
0:06:05 > 0:06:09when it can be proved that the road hasn't been sufficiently maintained,
0:06:09 > 0:06:11or that a pothole, once reported,
0:06:11 > 0:06:14wasn't fixed as quickly as it should have been.
0:06:14 > 0:06:17In fact, between them, in 2012
0:06:17 > 0:06:20they paid out £32 million in compensation
0:06:20 > 0:06:22to drivers whose cars were damaged.
0:06:22 > 0:06:24But for cash-strapped councils,
0:06:24 > 0:06:27it can seem that as soon as one hole if filled,
0:06:27 > 0:06:28another one appears.
0:06:28 > 0:06:31And it's said that at the current rate of repair,
0:06:31 > 0:06:33it would take 34 years to fill them all.
0:06:34 > 0:06:36But drivers like Ken
0:06:36 > 0:06:39and Mark feel they already pay enough for being on the roads,
0:06:39 > 0:06:44without having to stump up for the costs of fixing pothole damage.
0:06:44 > 0:06:46I feel absolutely livid.
0:06:46 > 0:06:50This is money that I've had to spend on a car that was in perfect
0:06:50 > 0:06:54working order before it hit the damaged road,
0:06:54 > 0:06:58so I don't see why I should even have to suffer one penny's
0:06:58 > 0:07:00worth of inconvenience.
0:07:01 > 0:07:06But there was good news for Mark when we contacted Cheshire East Council.
0:07:06 > 0:07:09They agreed that, in this case, they did indeed have legal liability
0:07:09 > 0:07:13and they've offered him £800 to cover the cost of damage to his car.
0:07:13 > 0:07:15They've reiterated that for a claim to succeed,
0:07:15 > 0:07:20it needs to be proved that the road has not been maintained appropriately
0:07:20 > 0:07:23and that this was the direct cause of the accident of damage.
0:07:23 > 0:07:27And they've told us they're investing £25m in their road network.
0:07:28 > 0:07:30Meanwhile, we also spoke to Kent County Council,
0:07:30 > 0:07:34which maintains the roads where Ken lives.
0:07:34 > 0:07:35They told us their approach,
0:07:35 > 0:07:37recognised nationally as best practice,
0:07:37 > 0:07:40has resulted in a reduction of potholes over the past four years,
0:07:40 > 0:07:43despite the harsh winter weather.
0:07:43 > 0:07:46They've invested heavily in dedicated find-and-fix repair teams
0:07:46 > 0:07:49who've brought down the average time taken to repair a pothole
0:07:49 > 0:07:52from a month and-a-half to 14 days,
0:07:52 > 0:07:55which has led to a fall in compensation claims,
0:07:55 > 0:07:57saving taxpayers' money.
0:07:57 > 0:08:01But they say by the time Ken reported the pothole that damaged his son's car,
0:08:01 > 0:08:04it had already been fixed and they've no record of having received
0:08:04 > 0:08:07the compensation form they sent him.
0:08:07 > 0:08:09But if you find yourself in a similar situation,
0:08:09 > 0:08:11facing high repair costs,
0:08:11 > 0:08:15marketing executive turned pothole campaigner Rory Buckley has
0:08:15 > 0:08:19set-up a website with advice on how to go about making a claim.
0:08:19 > 0:08:21If you hit a pothole in your car,
0:08:21 > 0:08:23the first thing to do is photograph it.
0:08:23 > 0:08:25You have to have a record that you were there.
0:08:25 > 0:08:28Get witnesses, anyone on the side of the road,
0:08:28 > 0:08:31any other motorists, get their statement, get their details
0:08:31 > 0:08:34because you may call upon them in the future.
0:08:34 > 0:08:37The second thing is to report the pothole to the council.
0:08:37 > 0:08:39You are the eyes and the ears of the council.
0:08:39 > 0:08:41They have a limited resource and you have to help them
0:08:41 > 0:08:43in that you are the one seeing it every day.
0:08:43 > 0:08:45Some councils say they weren't aware of a pothole
0:08:45 > 0:08:48and therefore they're not liable for it - that's not true.
0:08:48 > 0:08:51They have a responsibility to go out and inspect the pothole,
0:08:51 > 0:08:53regardless of the circumstance.
0:08:53 > 0:08:55They have to inspect it within a certain amount of days and,
0:08:55 > 0:08:59if they're not going out and inspecting these potholes as they should be,
0:08:59 > 0:09:02that's when really you have a case for a claim.
0:09:02 > 0:09:04If you've hit problems with a pothole,
0:09:04 > 0:09:07there's more information about what do on our website.
0:09:16 > 0:09:19As I think most of us know, there are usually two sides to
0:09:19 > 0:09:23every story and that's particularly highlighted by our next one,
0:09:23 > 0:09:26which shows the difficulty that's faced by many local councils
0:09:26 > 0:09:28as they wrestle with the tough choices that
0:09:28 > 0:09:32are presented by limited budgets and reduced funding.
0:09:32 > 0:09:35Of course, it's not always easy being on the receiving end
0:09:35 > 0:09:38of the changes that they may make as a result.
0:09:38 > 0:09:40And it's one particular change
0:09:40 > 0:09:42that has led a group of residents writing to us.
0:09:45 > 0:09:49More that 250,000 of the UK's older citizens live in sheltered
0:09:49 > 0:09:53accommodation, where residents can maintain their independence,
0:09:53 > 0:09:57safe in the knowledge that support from a warden is usually close at hand.
0:09:57 > 0:10:00But in recent years, more than 20 local authorities have either
0:10:00 > 0:10:03decided or proposed to remove resident wardens.
0:10:03 > 0:10:05With the result that a number of residents,
0:10:05 > 0:10:10like some of the residents living in this sheltered housing unit in Barnet, North London,
0:10:10 > 0:10:12would say that they're no longer getting as much
0:10:12 > 0:10:14support as they think they should.
0:10:14 > 0:10:18When 76-year-old Elizabeth James first moved here, there was
0:10:18 > 0:10:21a live-in warden on-site working 9-5,
0:10:21 > 0:10:25but last year that was reduced to three to four hours every week day.
0:10:25 > 0:10:27And that prompted Elizabeth
0:10:27 > 0:10:30and 12 of her fellow residents to write to Rip-Off Britain.
0:10:30 > 0:10:34These places were let to us on the basis that there was a warden
0:10:34 > 0:10:36and that makes a lot of people secure.
0:10:36 > 0:10:40If you've got a problem, you can pop down to our office,
0:10:40 > 0:10:43he would come and talk to you, and that was part of the job.
0:10:43 > 0:10:45They would pop in and have a chat.
0:10:45 > 0:10:47There's a lot of people that never see anyone.
0:10:47 > 0:10:51We never know what time they're coming Monday, Tuesday, Wednesday
0:10:51 > 0:10:53and even Thursday...
0:10:53 > 0:10:56Sometimes it's in the afternoon. Sometimes it's in the morning.
0:10:56 > 0:10:59- Sometimes it's not at all. - So, what happens at weekends?
0:10:59 > 0:11:04There's no cover from Friday afternoon until Monday morning,
0:11:04 > 0:11:07so you have to pull the chord if there's an emergency.
0:11:09 > 0:11:13And while warden duties have never been about providing meals or
0:11:13 > 0:11:14helping with personal care,
0:11:14 > 0:11:18they can be enormously supportive in lots of other areas.
0:11:18 > 0:11:21Duties include making daily contact with the residents just to
0:11:21 > 0:11:24make sure that they're actually OK,
0:11:24 > 0:11:26organising social events,
0:11:26 > 0:11:28taking care of minor repair jobs,
0:11:28 > 0:11:33and generally providing low level support as and when it's needed.
0:11:34 > 0:11:38If someone's here on a regular basis,
0:11:38 > 0:11:41they know all the tenants, the know what they're problems are.
0:11:41 > 0:11:43They know exactly what to do.
0:11:43 > 0:11:46A warden would help to build a sense of community in a building.
0:11:46 > 0:11:49A warden would also be responsible for doing certain practical
0:11:49 > 0:11:50things around the building.
0:11:50 > 0:11:53Like changing light bulbs and stuff, you know.
0:11:53 > 0:11:56But we've now been told that we have to be responsible
0:11:56 > 0:11:57for our own small repairs.
0:11:57 > 0:12:00And things like cleaning the shower head,
0:12:00 > 0:12:02well, quite frankly, I couldn't do it.
0:12:05 > 0:12:08- Maria, hi. - Nice to meet you.
0:12:08 > 0:12:10Elizabeth and her fellow residents feel they're
0:12:10 > 0:12:13paying for a service that they're no longer getting.
0:12:13 > 0:12:15Quite frankly, I think we should have somebody 24 hours,
0:12:15 > 0:12:18whether it's a warden, a caretaker or something.
0:12:20 > 0:12:23Like many other local authorities facing tough spending decisions,
0:12:23 > 0:12:27after a consultation process, Barnet Homes have replaced
0:12:27 > 0:12:30residential wardens with what's known as floating support,
0:12:30 > 0:12:32which means each housing officer will be
0:12:32 > 0:12:35shared across a number of sites,
0:12:35 > 0:12:39visiting for approximately three to four hours, Monday to Friday.
0:12:39 > 0:12:43But fewer hours means that some residents feel more vulnerable.
0:12:43 > 0:12:46The present wardens are great - I love what they do -
0:12:46 > 0:12:48but I think they're like pinballs.
0:12:48 > 0:12:50They're here, there and everywhere.
0:12:50 > 0:12:53And they're not necessarily here when we need them.
0:12:53 > 0:12:56I had a social worker and she suggested I came here,
0:12:56 > 0:12:58because it was a sheltered accommodation
0:12:58 > 0:13:02and there was somebody on call all the time, but there isn't.
0:13:02 > 0:13:06They think we're silly, old methane-makers and...
0:13:08 > 0:13:12..they don't always consider what their action
0:13:12 > 0:13:15is going to have on us mentally.
0:13:15 > 0:13:19They don't treat us as grown up people. We're like children.
0:13:19 > 0:13:20Absolutely.
0:13:20 > 0:13:24Residents used to pay nearly £31 a week for a warden
0:13:24 > 0:13:26to be on-site every weekday.
0:13:26 > 0:13:29They now pay less, £19.50,
0:13:29 > 0:13:32for a warden who is contracted to come for just a few hours every day,
0:13:32 > 0:13:35but Elizabeth is adamant that even that is too much
0:13:35 > 0:13:37for a warden that she feels they barely see.
0:13:37 > 0:13:42- Now you pay just over £19 a week for the service.- Yes.
0:13:42 > 0:13:44Do you think you're getting good value for money?
0:13:44 > 0:13:46I think we're getting nothing for it, really.
0:13:46 > 0:13:50If we're all paying over £19 a week and you multiply that by 24,
0:13:50 > 0:13:53that's £400 and something a week.
0:13:53 > 0:13:57I'm quite sure that somebody would be more than happy to come
0:13:57 > 0:14:00and work here full-time for that money.
0:14:01 > 0:14:03The impact of the reduction of warden services
0:14:03 > 0:14:08across the country is something that also concerns Age UK.
0:14:08 > 0:14:11Joe Oldman is a housing policy advisor for the charity.
0:14:11 > 0:14:13Joe, where does Age UK stand on the issue of
0:14:13 > 0:14:16full-time wardens in sheltered accommodation?
0:14:16 > 0:14:18Providing that level of support is really important to people
0:14:18 > 0:14:21in terms of promoting their independence
0:14:21 > 0:14:23and helping them to stay active,
0:14:23 > 0:14:26and ensuring people have access to repairs and maintenance.
0:14:26 > 0:14:30So, when that service is taken away and it becomes a part-time service,
0:14:30 > 0:14:33what do you see as the detrimental effect on the people
0:14:33 > 0:14:36who are living in sheltered accommodation?
0:14:36 > 0:14:38Well, there may be short-term savings.
0:14:38 > 0:14:41It can actually cost more in the longer term.
0:14:41 > 0:14:44Quite often, the support that people gets means that there's less
0:14:44 > 0:14:46chance of them going into hospital
0:14:46 > 0:14:48or having to move into residential care,
0:14:48 > 0:14:53so it provides a really important preventative role for many people.
0:14:53 > 0:14:56We did answer Barnet Council to answer some of the issues
0:14:56 > 0:14:58that have been raised by the residents.
0:15:00 > 0:15:03They said, that with an increasing number of older people choosing
0:15:03 > 0:15:07to stay in their homes rather than living in sheltered accommodation,
0:15:07 > 0:15:11the council has adjusted the way it supports its residents.
0:15:11 > 0:15:15And the shift in funding allows for care support to be targeted
0:15:15 > 0:15:16on the basis of an individual's needs,
0:15:16 > 0:15:19irrespective of where they are living.
0:15:19 > 0:15:23They've told us that the previous system used a disproportionate
0:15:23 > 0:15:25amount of the council's budget,
0:15:25 > 0:15:29and reiterated that now, when a warden is not on-site,
0:15:29 > 0:15:32residents can call a 24-hour emergency line.
0:15:32 > 0:15:36And they have an alarm service provided free of charge.
0:15:36 > 0:15:39They're confident that the reduced charge for the new service
0:15:39 > 0:15:42not only represents very good value for money,
0:15:42 > 0:15:45but it comparable to other authorities in the UK.
0:15:46 > 0:15:49Tackling the changing nature of support for older people is
0:15:49 > 0:15:53likely to become an even bigger issue for cash-strapped councils.
0:15:53 > 0:15:56But Elizabeth remains convinced that the changes mean that she is
0:15:56 > 0:15:58not getting the service that she expected.
0:15:58 > 0:16:03I think it's disgraceful. I think we're not getting value for money,
0:16:03 > 0:16:07and I feel really let down and ripped off.
0:16:11 > 0:16:13Still to come on Rip-Off Britain,
0:16:13 > 0:16:16the small print with big consequences if you lose your phone.
0:16:16 > 0:16:21To my disbelief, Orange told me that my bill was now over £400.
0:16:24 > 0:16:26One city,
0:16:26 > 0:16:28one space,
0:16:28 > 0:16:30one top team of experts.
0:16:32 > 0:16:35Our pop up shop gives us the opportunity to hear first-hand
0:16:35 > 0:16:39of the situations where you think you're being ripped off
0:16:39 > 0:16:41and, here in Liverpool, you're really telling us.
0:16:45 > 0:16:48Real Adjicor came in to tell her story
0:16:48 > 0:16:51to financial expert Mike Naylor.
0:16:51 > 0:16:53She wanted to know if she had any wriggle room
0:16:53 > 0:16:54on a car finance agreement.
0:16:54 > 0:16:58I bought a car and I don't think that the payments are appropriate.
0:16:58 > 0:17:00I think I'm being ripped off.
0:17:00 > 0:17:04What you can do about it really depends on how it was sold.
0:17:04 > 0:17:07Did they explain what the purchase price was going to be?
0:17:07 > 0:17:11- How much the interest was?- No, it wasn't broken down like that at all.
0:17:11 > 0:17:14The basic thing that me and the dealership discussed was,
0:17:14 > 0:17:17"Can you afford to pay this payment comfortably over a certain
0:17:17 > 0:17:20"amount of time?" Yes, I can.
0:17:20 > 0:17:23Because Real had previously bought other cars from the company,
0:17:23 > 0:17:27she'd signed up for the new one with little discussion over the deal.
0:17:27 > 0:17:29The fact that you've had one previously doesn't really
0:17:29 > 0:17:32affect how they should have sold this one,
0:17:32 > 0:17:35so they should really have explained that this is the purchase price,
0:17:35 > 0:17:37this is how much the interest is,
0:17:37 > 0:17:40this is what the repayment's going to be,
0:17:40 > 0:17:42this is how much it's going to cost you overall.
0:17:42 > 0:17:44But Real thinks this information
0:17:44 > 0:17:46wasn't pointed out to her at the time.
0:17:46 > 0:17:49If they didn't explain things to you that they should have done,
0:17:49 > 0:17:51then you might have a case there.
0:17:51 > 0:17:52So, what I'd suggest really is,
0:17:52 > 0:17:54if you go to someone like Citizen's Advice,
0:17:54 > 0:17:56they will be able to look at the agreement,
0:17:56 > 0:17:59work out if you've got a case that they could look at
0:17:59 > 0:18:02and they will then be able to help you put together a letter,
0:18:02 > 0:18:05and put a formal complaint in to the company
0:18:05 > 0:18:08- and see what happens. OK? - Thank you.
0:18:09 > 0:18:12Real wasn't the only person feeling ripped off.
0:18:12 > 0:18:15Outside, we had a designated complains corner where you
0:18:15 > 0:18:18could air all your consumer gripes.
0:18:18 > 0:18:21Angry, extremely angry, and frustrated.
0:18:21 > 0:18:23I would like to get what I paid for.
0:18:23 > 0:18:25People selling openly and transparently,
0:18:25 > 0:18:27and not trying to hide the facts and the details.
0:18:27 > 0:18:32We're not in the age of technology. We like to go face-to-face.
0:18:32 > 0:18:35They just keep putting up the prices and it's not really fair.
0:18:35 > 0:18:37Food, clothes, it's just all a joke.
0:18:38 > 0:18:41Meanwhile, Steve booked in with financial expert
0:18:41 > 0:18:45James Daly for a steer on what to do with his pension.
0:18:45 > 0:18:47I've been paying my pension for the last 17 years,
0:18:47 > 0:18:51it's a private pension. I've never upped the amount I've been paying.
0:18:51 > 0:18:55The question was, is it an idea to keep it as it is
0:18:55 > 0:18:58or to change it and to pay it into a mortgage?
0:18:58 > 0:19:00Or is there anything better out there for me?
0:19:00 > 0:19:04You did the right thing by starting saving into a pension,
0:19:04 > 0:19:08and the great thing about pensions is the tax relief.
0:19:08 > 0:19:10So, if you pay in 80p,
0:19:10 > 0:19:13a pound goes in because it comes out of your gross salary,
0:19:13 > 0:19:14so you don't pay any tax on it.
0:19:14 > 0:19:16But now Steve has got a new job
0:19:16 > 0:19:19and he could join the company pension scheme.
0:19:19 > 0:19:22Now that you're with an employer that offers an employer scheme,
0:19:22 > 0:19:24you should start putting that money into their scheme
0:19:24 > 0:19:28because then you're going to get your contribution from them.
0:19:28 > 0:19:31Cos, at the moment, you are effectively giving up free money.
0:19:31 > 0:19:36And you have to find out how much they put in on your behalf.
0:19:36 > 0:19:38You could be turning down somewhere between
0:19:38 > 0:19:40five and ten percent of your salary.
0:19:40 > 0:19:43Would you say it would be a good idea for me to freeze my current
0:19:43 > 0:19:48private pension and then just put all that into my workplace pension?
0:19:48 > 0:19:51What you need to think about with the one you've built up so far
0:19:51 > 0:19:54is whether or not there are any transfer fees to move it
0:19:54 > 0:19:56across into the new one.
0:19:56 > 0:19:59It's often easier to just leave it where it is,
0:19:59 > 0:20:01keep it there, growing, invested.
0:20:01 > 0:20:04And when you come to retire in 30 years' time, go back,
0:20:04 > 0:20:07find out how much is in it and then take it out then.
0:20:07 > 0:20:11I'd suggest, if you can afford it, just a little bit more than
0:20:11 > 0:20:15£60-a-month and that will put you on track to have a liveable pension
0:20:15 > 0:20:19- when you come to retire. - That's what we all want.
0:20:19 > 0:20:23And it seems James' advice was just what Steve was looking for.
0:20:23 > 0:20:26Pensions are obviously a very confusing thing for most people,
0:20:26 > 0:20:29so it's been really good advice.
0:20:32 > 0:20:35If you've asked a company to make improvements to your home
0:20:35 > 0:20:37and something goes wrong, the question is, who is to blame?
0:20:37 > 0:20:39Now, the answer may sound obvious but, you know,
0:20:39 > 0:20:42it can be more complicated than you'd expect
0:20:42 > 0:20:46to establish exactly where the responsibility lies.
0:20:46 > 0:20:49And while everyone involved continues to disagree over
0:20:49 > 0:20:52who should put things right, you may find, like our next case,
0:20:52 > 0:20:56that your homes ends up stuck with a very unwelcome additional feature.
0:20:58 > 0:21:03Carole Lambert's extension has some very appealing features.
0:21:03 > 0:21:06Big, bright windows giving a great view of the garden,
0:21:06 > 0:21:08lots of extra space,
0:21:08 > 0:21:12but also a large hole in the middle of the floor.
0:21:12 > 0:21:15A hole so big that Carole has to cover it with her sofa to
0:21:15 > 0:21:18stop her pets and grandchildren falling down it.
0:21:18 > 0:21:22It's now become a bit of a joke in the family, although how it
0:21:22 > 0:21:25appeared and why it's still there is not funny at all.
0:21:25 > 0:21:30I moved here in October, 2010 and I had a conservatory in my old place.
0:21:30 > 0:21:32And I love conservatories,
0:21:32 > 0:21:34so I decided that I would have one put here.
0:21:35 > 0:21:38Carole, who lives in Chippenham,
0:21:38 > 0:21:41chose a well-established local firm called DL Windows,
0:21:41 > 0:21:44not to be confused with companies with similar names,
0:21:44 > 0:21:49to build her dream conservatory at a cost of over £23,000.
0:21:50 > 0:21:53I went to the showroom and had a look at a few brochures,
0:21:53 > 0:21:56and it all looked pretty good and quite exciting.
0:21:56 > 0:21:58With planning permission secured,
0:21:58 > 0:22:01designs agreed and everything ready to go,
0:22:01 > 0:22:04Carole signed a contract for DL Windows to supply
0:22:04 > 0:22:05and fit the conservatory.
0:22:05 > 0:22:07And, at some point,
0:22:07 > 0:22:09it was agreed that rather than pay all the money to them,
0:22:09 > 0:22:12she would make separate payments direct
0:22:12 > 0:22:13to the builder and the fitter.
0:22:13 > 0:22:16I didn't think anything of it. They were just asking me.
0:22:16 > 0:22:19I thought I was being helpful so, yeah, I paid them.
0:22:19 > 0:22:23With the first payments made, work began on Carole's new conservatory.
0:22:23 > 0:22:27I was very impressed with the professionalism of the guys
0:22:27 > 0:22:28who did the work.
0:22:28 > 0:22:30The fitter was really good and so was the builder,
0:22:30 > 0:22:33and I was really happy with the conservatory.
0:22:33 > 0:22:35But Carole's happiness was short-lived.
0:22:35 > 0:22:3717 months after it was finished,
0:22:37 > 0:22:41the conservatory started to have a distinct aroma.
0:22:41 > 0:22:44There was a little bit of an unpleasant smell
0:22:44 > 0:22:47and we were all looking to blame somebody, even the cats.
0:22:47 > 0:22:49We did sort of look a bit further
0:22:49 > 0:22:54and found out that our drain was full up to the top.
0:22:54 > 0:22:57The drain under the conservatory had backed up.
0:22:57 > 0:23:00Carole had to ask her son-in-law to unblock them.
0:23:00 > 0:23:02It wasn't the nicest of jobs but, unfortunately,
0:23:02 > 0:23:05he had to do it twice in as many months.
0:23:05 > 0:23:07Clearly, something wasn't right.
0:23:08 > 0:23:09The third time it happened, I thought,
0:23:09 > 0:23:13"I better get the professionals in and they might have to put cameras down",
0:23:13 > 0:23:15which they did. And, on putting the cameras down,
0:23:15 > 0:23:18they realised that there was a problem down there,
0:23:18 > 0:23:21and they said it could possibly be caused by the foundations
0:23:21 > 0:23:23of the conservatory.
0:23:23 > 0:23:27Carole was told that the drain which ran under the new conservatory
0:23:27 > 0:23:30had collapsed and that was causing the horrible smell.
0:23:30 > 0:23:32It was all very unpleasant. It was very smelly.
0:23:32 > 0:23:35And he got rods down there and it was clearing it.
0:23:35 > 0:23:39Carole couldn't be sure that it was the building of the new conservatory
0:23:39 > 0:23:42that had caused the problem, but nonetheless her first call
0:23:42 > 0:23:46was to DL Windows who quickly sent someone round to investigate.
0:23:46 > 0:23:50They dug a hole in my conservatory to see what the problem was but,
0:23:50 > 0:23:54unfortunately, after looking into this rather large hole,
0:23:54 > 0:23:56the builder said that he
0:23:56 > 0:24:00didn't believe it was the problem of DL Windows.
0:24:00 > 0:24:03And now he didn't feel comfortable about repairing what was
0:24:03 > 0:24:05going on down there.
0:24:05 > 0:24:08And...off he went.
0:24:08 > 0:24:11So, now I've got a big hole in my conservatory and I'm thinking,
0:24:11 > 0:24:13"What shall I do?"
0:24:13 > 0:24:18So, I contact my insurance company and ask if they can help me,
0:24:18 > 0:24:22and they sent their drain advisory team around the very next morning,
0:24:22 > 0:24:26because I did explain that I now had raw sewage running
0:24:26 > 0:24:27through my conservatory.
0:24:29 > 0:24:31The drain advisory team investigated the hole
0:24:31 > 0:24:34and reported their findings back to Carole.
0:24:34 > 0:24:36They concluded that the fault did indeed lie with
0:24:36 > 0:24:39the creation of the conservatory.
0:24:39 > 0:24:41"This would indicate that the poor practices evident in the
0:24:41 > 0:24:44"excavation during the survey are the results of works
0:24:44 > 0:24:48"undertaken during the construction of the conservatory."
0:24:48 > 0:24:52Carole forwarded the insurance company's report to DL Windows,
0:24:52 > 0:24:55hoping it would prompt them to fix the drain and fill in the hole.
0:24:55 > 0:24:57But when she didn't get a reply,
0:24:57 > 0:25:00Carole called the company's managing director.
0:25:00 > 0:25:05He said that he has been told by his builder that it was not their problem
0:25:05 > 0:25:09and seemed to pay no attention to the report.
0:25:09 > 0:25:11I was quite shocked and saddened
0:25:11 > 0:25:13and very disappointed by his attitude,
0:25:13 > 0:25:18because, up until then, he had been perfectly nice with me.
0:25:18 > 0:25:20And things went from bad to worse.
0:25:20 > 0:25:22As a result of the report, the insurance company
0:25:22 > 0:25:25said it wasn't their responsibility to put things right.
0:25:25 > 0:25:29So, faced with another brick wall, Carole took legal advice
0:25:29 > 0:25:31and wrote a formal letter to the boss of DL Windows.
0:25:33 > 0:25:35There was a very immediate response.
0:25:35 > 0:25:38I got a letter basically telling me that, actually,
0:25:38 > 0:25:41I might well have paid him £19,000.
0:25:41 > 0:25:46But, because I paid my builder £4,500 and my fitter £1,800,
0:25:46 > 0:25:49but because I paid the builder direct,
0:25:49 > 0:25:51my problem was with the builder.
0:25:51 > 0:25:54Now, of course, Carole had paid the builder and the fitter separately,
0:25:54 > 0:25:57but however many companies she had made payments to,
0:25:57 > 0:25:59as far as Carole was concerned,
0:25:59 > 0:26:01she'd only entered into a contract with one of them
0:26:01 > 0:26:03and that was DL Windows.
0:26:03 > 0:26:06So, she wasn't happy with what they were saying.
0:26:06 > 0:26:08I thought, "You're having a laugh.
0:26:08 > 0:26:11"I employed you. You employed the builder."
0:26:11 > 0:26:13But DL Windows were adamant that
0:26:13 > 0:26:16because Carole had made three separate payments,
0:26:16 > 0:26:18she had three separate arrangements -
0:26:18 > 0:26:22one with them, one with the builder and one with the window fitter.
0:26:22 > 0:26:25And because it wasn't them who had been paid for the building work,
0:26:25 > 0:26:27they were not liable to fix it.
0:26:27 > 0:26:29I employed DL Windows to do my conservatory,
0:26:29 > 0:26:32so if I get a leaky window, do I have to go and chase the fitter,
0:26:32 > 0:26:34wherever he may be?
0:26:34 > 0:26:36And not go back to DL Windows?
0:26:36 > 0:26:39I can't believe a company can just sort of say,
0:26:39 > 0:26:41"Actually, it's nothing to do with us.
0:26:41 > 0:26:44"You paid the builder direct - go and sort it out with them."
0:26:45 > 0:26:47Carole did get in touch with the builder and,
0:26:47 > 0:26:49although he has been round to take a look,
0:26:49 > 0:26:53he's confident that the problems couldn't have been caused by him,
0:26:53 > 0:26:56as he says his work wasn't in the same vicinity as the pipe.
0:26:56 > 0:27:00But, in any case, he's bounced responsibility back to DL Windows,
0:27:00 > 0:27:04saying that the contract was only ever between them and Carole,
0:27:04 > 0:27:08leaving her no closer to having things resolved.
0:27:08 > 0:27:10It's going to cost quite a chunk of money to repair
0:27:10 > 0:27:12and it looks like it's going to be down to me.
0:27:12 > 0:27:15But Carole doesn't think it should be her
0:27:15 > 0:27:16who has to pay to put things right,
0:27:16 > 0:27:19and she keeps coming back to the original contract that she
0:27:19 > 0:27:21had with DL Windows.
0:27:21 > 0:27:23It refers to their builders
0:27:23 > 0:27:27and clearly states that they would supply, and fit, the conservatory.
0:27:27 > 0:27:29So, with all sides equally convinced
0:27:29 > 0:27:31that they're in the right, it's stalemate.
0:27:31 > 0:27:34We showed the contract to Trading Standards
0:27:34 > 0:27:35and asked for their advice,
0:27:35 > 0:27:39and it seems that Carole is right about where responsibility lies.
0:27:39 > 0:27:43Because the wording states that DL Windows will supply
0:27:43 > 0:27:45and fit the conservatory.
0:27:45 > 0:27:48If they had just said supply, they wouldn't be liable.
0:27:48 > 0:27:51But because they had promised to supply and fit it,
0:27:51 > 0:27:54it does suggest that is DL Windows who should fix the problem.
0:27:54 > 0:27:56And the fact that Carole paid the fitter
0:27:56 > 0:27:59and the builder separately shouldn't get them off the hook.
0:28:00 > 0:28:03That's because, while paying someone direct can sometimes be
0:28:03 > 0:28:06seen as evidence of who a contract is with,
0:28:06 > 0:28:08it's not conclusive.
0:28:08 > 0:28:11The best evidence is always going to be the paperwork and, in this case,
0:28:11 > 0:28:13there's nothing in writing to suggest
0:28:13 > 0:28:15the initial agreement had been changed.
0:28:19 > 0:28:23When we spoke to DL Windows, they told us they've consistently
0:28:23 > 0:28:26said that if it is this job that's damaged the sewer pipe,
0:28:26 > 0:28:28then they'll fix at their own cost.
0:28:28 > 0:28:31But they've reiterated that they don't believe the damage was
0:28:31 > 0:28:33due to the conservatory's construction.
0:28:33 > 0:28:36Nor do they accept the report commissioned by the insurance
0:28:36 > 0:28:38company that found otherwise.
0:28:38 > 0:28:41They feel that may be due to the insurers wanting to avoid
0:28:41 > 0:28:42paying out on any claim.
0:28:42 > 0:28:46They believe they've done everything in their power to resolve the issue,
0:28:46 > 0:28:49and stress that they have an impeccable
0:28:49 > 0:28:52and hard-won reputation for providing a quality service.
0:28:54 > 0:28:58But Carole had no idea the issue of paying separately could
0:28:58 > 0:28:59so easily muddy the waters.
0:28:59 > 0:29:01And while the disagreement continues,
0:29:01 > 0:29:04her home is left looking like this.
0:29:04 > 0:29:06As you can see, it's a pretty big hole.
0:29:06 > 0:29:08Everyone keeps telling me
0:29:08 > 0:29:10a different story about who is responsible for it.
0:29:10 > 0:29:13I'm trying to take the words of professional people
0:29:13 > 0:29:15and then other people say it's not their problem.
0:29:15 > 0:29:18And no-one's doing anything about it, really.
0:29:18 > 0:29:22And I'm trying to live around it, and it's just a bit of a drag.
0:29:30 > 0:29:32Where would we be without the mobile?
0:29:32 > 0:29:36But there is a term called "bill shock" that the mobile phone industry
0:29:36 > 0:29:40uses when a customer receives a bill that is unexpectedly high,
0:29:40 > 0:29:42sometimes when their phone is stolen
0:29:42 > 0:29:45and someone else has used it to make expensive calls.
0:29:45 > 0:29:46Well, last year,
0:29:46 > 0:29:51over 800,000 mobile phones were reported stolen in the UK,
0:29:51 > 0:29:52and countless others lost,
0:29:52 > 0:29:55and that can be more than annoying.
0:29:55 > 0:29:57It can also prove very expensive indeed.
0:29:57 > 0:30:00Because although someone else might start using your phone to
0:30:00 > 0:30:04make those costly calls abroad, unless you've followed
0:30:04 > 0:30:08one key piece of advice, it'll be you who ends up footing the bill.
0:30:14 > 0:30:17The mobile phone celebrated its 40th birthday this April
0:30:17 > 0:30:20and we've come a long way since the days when we used to call them
0:30:20 > 0:30:23bricks and couldn't even fit them into our pockets.
0:30:23 > 0:30:27Now the UK has a higher number of mobile handsets in use than
0:30:27 > 0:30:30there are people living here, and we rely on our phones so much,
0:30:30 > 0:30:33it's hard to imagine life without them.
0:30:34 > 0:30:37Catherine Evans can't - like most 22-year-olds,
0:30:37 > 0:30:39she's inseparable from her phone.
0:30:39 > 0:30:43In fact, it's such an important part of her life that, like over a third
0:30:43 > 0:30:47of mobile users, Catherine pays extra every month for insurance.
0:30:47 > 0:30:52I was paying £31 per month for phone insurance,
0:30:52 > 0:30:55which they told me would cover loss, damage or stolen.
0:30:58 > 0:31:01Catherine was confident she wouldn't be out of pocket
0:31:01 > 0:31:04when her phone went missing on a night out last Christmas.
0:31:04 > 0:31:07I thought, "Maybe I've put it down myself or maybe it was lost
0:31:07 > 0:31:10"and someone had handed it in genuinely to the bar."
0:31:10 > 0:31:11I checked everywhere.
0:31:11 > 0:31:14I checked in the area that I'd been sitting, I checked outside,
0:31:14 > 0:31:18I checked in lost property behind the bar, and I checked all the way
0:31:18 > 0:31:21through my bag, like a million times, but there was still no luck.
0:31:21 > 0:31:23Thinking that one of her friends might have picked it up
0:31:23 > 0:31:27by mistake, or staff in one of the bars might find it at the end
0:31:27 > 0:31:30of the night, Catherine didn't report her phone missing.
0:31:30 > 0:31:32Something she'd come to regret.
0:31:32 > 0:31:35Well, the next day I just used like social networking
0:31:35 > 0:31:39and managed to get in touch with people through that
0:31:39 > 0:31:42and told them what had happened and asked them maybe if they had it.
0:31:42 > 0:31:46Because I just thought maybe my friend had picked it up for me,
0:31:46 > 0:31:48but, no, there was no luck.
0:31:48 > 0:31:51With no sign of her phone, Catherine called Orange thinking that
0:31:51 > 0:31:55all would be fine because she had that mobile phone insurance.
0:31:55 > 0:31:58When I spoke to Orange the morning after,
0:31:58 > 0:32:01they were really reassuring that everything will be OK
0:32:01 > 0:32:04and that they would send me a new phone out.
0:32:04 > 0:32:07Catherine paid the insurance excess of £25 for the new handset
0:32:07 > 0:32:11and the new phone arrived just in time for Christmas.
0:32:11 > 0:32:13'I had a lovely Christmas and New Year,'
0:32:13 > 0:32:16I hadn't thought twice about the fact that my phone had been stolen.
0:32:16 > 0:32:19It was only when she got her January bill that Catherine realised
0:32:19 > 0:32:22she'd missed a key detail in the small print of her insurance.
0:32:22 > 0:32:26The policy made it clear that she would still have to pay for any
0:32:26 > 0:32:30calls made between the phone going missing and the loss being reported.
0:32:30 > 0:32:35To my disbelief, Orange told me that my bill was now over £400
0:32:35 > 0:32:38because there had been calls called up to Romania
0:32:38 > 0:32:41on the night that my phone had been stolen.
0:32:41 > 0:32:44Whoever had got hold of Catherine's phone that night had used it
0:32:44 > 0:32:48to make more than six hours of calls to Romania, adding more than
0:32:48 > 0:32:54£360 to Catherine's bill - a bill that Orange insisted she had to pay.
0:32:54 > 0:32:58Almost instantly they said to me, "Well, this isn't our fault.
0:32:58 > 0:33:00"You need to pay this amount or else we're cutting
0:33:00 > 0:33:02"you off from your contract."
0:33:02 > 0:33:05I obviously then said to them that obviously this isn't my fault,
0:33:05 > 0:33:08it's now obvious that someone has stolen my phone.
0:33:08 > 0:33:11I would never have rang anybody in Romania in the past.
0:33:11 > 0:33:15And then they continued to say that, no, you will pay the bill.
0:33:15 > 0:33:19I was extremely angry and I was actually really close to tears.
0:33:19 > 0:33:23Catherine had no idea that her mobile phone insurance didn't
0:33:23 > 0:33:26cover her for the cost of calls made before she reported
0:33:26 > 0:33:29the phone as lost or that she'd have been in exactly the same
0:33:29 > 0:33:33situation whichever phone company she was signed up to.
0:33:33 > 0:33:36We checked with every one of the big phone operators
0:33:36 > 0:33:39and discovered that until your phone is reported missing
0:33:39 > 0:33:42and the SIM card is blocked, it's the customer who's
0:33:42 > 0:33:45liable for the cost of those unauthorised calls.
0:33:45 > 0:33:50But unable to instantly find the extra £369 added to her bill,
0:33:50 > 0:33:54and, in any case, thinking she shouldn't have to pay for calls she didn't make,
0:33:54 > 0:33:59Catherine decided not to pay while she tried to resolve the problem with Orange.
0:33:59 > 0:34:01I asked them if there was any alternates to how
0:34:01 > 0:34:05I could deal with this situation outside of the Orange network.
0:34:05 > 0:34:09Orange suggested that I got in touch with the police to see
0:34:09 > 0:34:11if they could give me a crime reference number.
0:34:11 > 0:34:14But the police told Catherine they couldn't assign a crime number unless
0:34:14 > 0:34:18there was proof that the phone had been stolen, which she didn't have.
0:34:18 > 0:34:20In the meantime, though, because she hadn't paid the bill,
0:34:20 > 0:34:24Orange froze Catherine's account and cut off her phone.
0:34:24 > 0:34:27Orange then cut me off because I wasn't willing to pay the full
0:34:27 > 0:34:31amount of money they thought that I should be paying,
0:34:31 > 0:34:33the bill that someone had run up after stealing the phone.
0:34:33 > 0:34:37They're still charging me my monthly contract fee
0:34:37 > 0:34:40and the bill is just getting bigger and bigger.
0:34:40 > 0:34:43And now Catherine is being contacted by debt collectors
0:34:43 > 0:34:46trying to reclaim the unpaid money.
0:34:46 > 0:34:48Orange didn't comment specifically on Catherine's case,
0:34:48 > 0:34:50but reiterated that they advise...
0:34:55 > 0:35:00If a phone is lost or stolen, they stress it's important that they're informed as soon as possible
0:35:00 > 0:35:03to prevent being charged for someone else's calls or data.
0:35:03 > 0:35:06They also recommend using the phone's security pin
0:35:06 > 0:35:08to prevent unauthorised use.
0:35:08 > 0:35:11Now, discovering, like Catherine, that you've run up an unusually
0:35:11 > 0:35:15large phone bill is something that the industry calls "bill shock".
0:35:15 > 0:35:19Telecoms regulator Ofcom estimates that in a typical year,
0:35:19 > 0:35:22more than a quarter of a million people experience bill shock
0:35:22 > 0:35:25from calls made after their phone has been lost or stolen,
0:35:25 > 0:35:29but they're very keen to bring that number down.
0:35:29 > 0:35:32So, what is being done, then, for the average mobile phone user
0:35:32 > 0:35:34who may lose his or her phone?
0:35:34 > 0:35:37We're working with providers to find ways that they can better
0:35:37 > 0:35:40monitor people's usage. It's quite difficult because
0:35:40 > 0:35:43if your phone falls into the wrong hands, billing doesn't necessarily
0:35:43 > 0:35:47happen in real time, so it's hard for them to actually monitor it
0:35:47 > 0:35:48and to do something about it.
0:35:48 > 0:35:51With all the technology, surely a phone company would be able
0:35:51 > 0:35:55to recognise unusual activity immediately?
0:35:55 > 0:35:58Unfortunately, it's not quite that simple.
0:35:58 > 0:36:00Some of them can, some of them can't and we're asking them
0:36:00 > 0:36:02to invest money into those sorts of systems
0:36:02 > 0:36:05so they can do that much better than they do now.
0:36:05 > 0:36:07It does seem a bit unfair to me, though,
0:36:07 > 0:36:10as a mobile phone user, that if I lose my phone or
0:36:10 > 0:36:14I have it stolen, that I have unlimited liability.
0:36:14 > 0:36:15That's strong.
0:36:15 > 0:36:18Yes, that is. It is something that we're conscious of
0:36:18 > 0:36:21and we also would like to see something done about that.
0:36:21 > 0:36:22We have asked the government to look at
0:36:22 > 0:36:26whether they can introduce some legislation to basically limit
0:36:26 > 0:36:29liability, but, as the law currently stands,
0:36:29 > 0:36:31you are liable until such time as you report it.
0:36:31 > 0:36:34So, overall, what kind of advice would you offer to people?
0:36:34 > 0:36:37If you think you've lost your phone or it's been stolen,
0:36:37 > 0:36:39report it immediately.
0:36:39 > 0:36:42Don't spend time wondering and worrying and thinking about
0:36:42 > 0:36:45where it might be and ringing around friends, actually just report it.
0:36:45 > 0:36:47As soon as you've reported it,
0:36:47 > 0:36:50then you're not responsible for the use after that time.
0:36:50 > 0:36:53You can also protect yourself by making sure your phone
0:36:53 > 0:36:56and your SIM card have a password set on them.
0:36:56 > 0:36:57Without knowing your password,
0:36:57 > 0:37:01a thief won't be able to make calls at your expense.
0:37:05 > 0:37:09According to official statistics, the time that British consumers
0:37:09 > 0:37:13spend dealing with problems that arise from things to do with
0:37:13 > 0:37:19goods and services amounts to a staggering 59 million hours.
0:37:19 > 0:37:23Now that is an awful lot of our lives spent trying to sort out
0:37:23 > 0:37:24things that have gone wrong.
0:37:25 > 0:37:27But the good news is that the plight of the consumer
0:37:27 > 0:37:30has not gone unnoticed. Earlier this year,
0:37:30 > 0:37:33a new Consumer Rights Bill was unveiled that's designed to
0:37:33 > 0:37:36reduce the effort that you have to make to get a problem sorted.
0:37:36 > 0:37:40Hailed as the most radical overhaul of consumer law for three decades,
0:37:40 > 0:37:43the draft bill was mentioned in the Queen's Speech in May 2013
0:37:43 > 0:37:47and the intention is that when the proposals become law,
0:37:47 > 0:37:50they'll give consumers greater protection as well as much
0:37:50 > 0:37:53more clarity on our rights and what we're entitled to.
0:37:53 > 0:37:56So, how would these proposals work in practice?
0:37:56 > 0:37:59Well, to find out how they just might make life
0:37:59 > 0:38:01a little easier for consumers, we've taken some
0:38:01 > 0:38:04of the most common scenarios about which you write to us
0:38:04 > 0:38:08at Rip-Off Britain to Richard Lloyd from the consumer magazine, Which?
0:38:09 > 0:38:13And first we asked how the new rules will change things if, say,
0:38:13 > 0:38:17your plumber comes to fix a leak, but, after he's gone, it comes back.
0:38:17 > 0:38:21The law has been really unclear for people that are dealing with
0:38:21 > 0:38:24services with plumbers, with other tradesmen,
0:38:24 > 0:38:25where it's about the quality,
0:38:25 > 0:38:29the standard of their work rather than the product that they sell you.
0:38:29 > 0:38:31From now on, under these proposals,
0:38:31 > 0:38:33you'll be able to ask that plumber to come back
0:38:33 > 0:38:37and fix that leak within a few days of you spotting it, that will
0:38:37 > 0:38:40be part of your new rights as a consumer.
0:38:40 > 0:38:43The draft bill also boosts the rights of consumers who've
0:38:43 > 0:38:47come up against some sort of dodgy car dealer or rogue trader.
0:38:47 > 0:38:51What they can do now under these new proposals is to take action
0:38:51 > 0:38:55against that rogue trader on behalf of everyone that's been effected.
0:38:55 > 0:38:58That means you could get your money back along with everyone else,
0:38:58 > 0:39:03without having to take that action individually on your own.
0:39:03 > 0:39:06The proposals will also cover gaps in the law around
0:39:06 > 0:39:10new technology, so how would they beef up your rights if you're
0:39:10 > 0:39:15downloading an app or something else online and it doesn't work properly?
0:39:15 > 0:39:19Well, under the new proposals, you'll be able to get the repair or
0:39:19 > 0:39:24replacement of that app or that film or that digital download.
0:39:24 > 0:39:27Your rights will be clear and, in some circumstances,
0:39:27 > 0:39:29you'll be able to get your money back.
0:39:29 > 0:39:32That's good, that's new, that's been missing from the law up till now.
0:39:32 > 0:39:36All of these measures are just draft proposals at the moment
0:39:36 > 0:39:38and have to be approved by Parliament.
0:39:38 > 0:39:41So, if that happens, will they really give us more rights?
0:39:41 > 0:39:45Well, we asked Consumer Minister Jo Swinson just that.
0:39:45 > 0:39:48Why has it taken so long to make this new change
0:39:48 > 0:39:49that you're talking about?
0:39:49 > 0:39:53Well, I think it is really important to get the details of this right.
0:39:53 > 0:39:55I know that consumers will be impatient to get change,
0:39:55 > 0:39:57as am I, as Consumer Affairs Minister,
0:39:57 > 0:40:00but we also want to make sure the change is right
0:40:00 > 0:40:03and it'll work both for consumers and for businesses, and that's why
0:40:03 > 0:40:08the kind of really complicated mess the law is in is a big problem.
0:40:08 > 0:40:12There's law for consumers split across eight different pieces of
0:40:12 > 0:40:16legislation and, you know, it's not necessarily easy to follow,
0:40:16 > 0:40:19so having some real clarity about that with some
0:40:19 > 0:40:23very plain English messages about what people can expect,
0:40:23 > 0:40:25I think is going to be really helpful.
0:40:25 > 0:40:27So, when will it be law, if it all goes through?
0:40:27 > 0:40:30Well, we're hoping to introduce it either later this year or
0:40:30 > 0:40:34early next year after this period of further scrutiny.
0:40:34 > 0:40:36Then it takes about a year usually to get a law all the way through
0:40:36 > 0:40:39the House of Commons and the House of Lords,
0:40:39 > 0:40:42and then it would obviously be in force. So, possibly 2014 -
0:40:42 > 0:40:46- more likely to be in early 2015. - Minister, thank you very much for talking to us, thank you.
0:40:46 > 0:40:48Thank you very much.
0:40:53 > 0:40:54Here at Rip-Off Britain,
0:40:54 > 0:40:58we're always ready to investigate more of your stories.
0:40:58 > 0:41:00And we'd especially like to hear from you if you've had
0:41:00 > 0:41:03a problem on holiday or while travelling at home or abroad.
0:41:04 > 0:41:06So, if you feel let down by your airline,
0:41:06 > 0:41:10disappointed that the hotel looked very different from the glossy
0:41:10 > 0:41:11pictures in the brochure,
0:41:11 > 0:41:14or maybe you're angry about hidden charges that
0:41:14 > 0:41:16weren't clear when you booked.
0:41:18 > 0:41:19You can write to us...
0:41:28 > 0:41:31..or you can send us an e-mail to...
0:41:34 > 0:41:36The Rip-Off team is ready and waiting
0:41:36 > 0:41:38to investigate your stories.
0:41:38 > 0:41:40INAUDIBLE CONVERSATION
0:41:41 > 0:41:44Well, as we've been hearing, sometimes when it seems that you've
0:41:44 > 0:41:48been ripped off, in fact it could be that what's really needed is
0:41:48 > 0:41:51just an explanation or perhaps a clearer way of delivering
0:41:51 > 0:41:54the same message, because it can make situations feel
0:41:54 > 0:41:57so much worse when you've had a decision simply imposed on you
0:41:57 > 0:42:01- without anyone taking the trouble to tell you why.- Too true!
0:42:01 > 0:42:05Having a better understanding of the other side of the coin isn't
0:42:05 > 0:42:09much consolation if you've ended up paying more money or it's been
0:42:09 > 0:42:10difficult getting a problem resolved,
0:42:10 > 0:42:14but at least you'll know that someone isn't trying to pull a fast one,
0:42:14 > 0:42:17which, as we know, does sometimes happen.
0:42:17 > 0:42:19So, please do keep sending us all your stories,
0:42:19 > 0:42:23whether someone's intentionally ripped you off or a company
0:42:23 > 0:42:25has failed to make their rules clear.
0:42:25 > 0:42:27It's by sharing your experience that you can really lessen
0:42:27 > 0:42:30the chances of the same thing happening to somebody else.
0:42:30 > 0:42:32Well, that's where we leave it for today,
0:42:32 > 0:42:35but we'll be back to investigate more of your stories very soon.
0:42:35 > 0:42:38- So, until then, from all the team, bye-bye.- ALL: Bye-bye!
0:42:40 > 0:42:43Subtitles by Red Bee Media Ltd