0:00:02 > 0:00:04We asked you to tell us what's left you feeling ripped off
0:00:04 > 0:00:06and you contacted us in your thousands.
0:00:06 > 0:00:09You've told us about the companies you think get it wrong
0:00:09 > 0:00:12and the customer service that's simply not up to scratch.
0:00:12 > 0:00:13And you have to call them, it takes ages
0:00:13 > 0:00:15and someone else answers the phone
0:00:15 > 0:00:17who pretty much doesn't know what you're saying.
0:00:17 > 0:00:19The customer is not benefiting
0:00:19 > 0:00:22and, no, I'm not getting value for money.
0:00:22 > 0:00:25You asked us to track down the scammers who stole your money
0:00:25 > 0:00:29and investigate the extra charges you say are unfair.
0:00:29 > 0:00:32They don't deserve to be any form of business whatsoever
0:00:32 > 0:00:34and they just want shutting down.
0:00:34 > 0:00:37And when you've lost out but nobody else is to blame,
0:00:37 > 0:00:40you've come to us to stop others falling into the same trap.
0:00:40 > 0:00:42They took the money out of my account
0:00:42 > 0:00:44and I don't even know who it was that was scamming me.
0:00:44 > 0:00:47So whether it's a blatant rip off or a genuine mistake,
0:00:47 > 0:00:50we're here to find out why you're out of pocket
0:00:50 > 0:00:52and what you can do about it.
0:00:52 > 0:00:54Your stories, your money.
0:00:54 > 0:00:56This is Rip Off Britain.
0:00:58 > 0:01:00Hello and welcome to Rip Off Britain,
0:01:00 > 0:01:02where today we've set our sights on companies that,
0:01:02 > 0:01:03for one reason or another,
0:01:03 > 0:01:06don't always make it easy to do business with them.
0:01:06 > 0:01:08In one of the situations coming up,
0:01:08 > 0:01:12some of you have told us that it has proved almost impossible.
0:01:12 > 0:01:15And, as you'll see, there's a particular explanation for that
0:01:15 > 0:01:18and it's an area where a whole host of big names
0:01:18 > 0:01:20fall surprisingly short.
0:01:20 > 0:01:22But we'll also be getting to the bottom of other circumstances,
0:01:22 > 0:01:26where familiar stores don't make things as simple as they could,
0:01:26 > 0:01:28or even as sometimes they promise.
0:01:28 > 0:01:31All of which can stretch not just your patience,
0:01:31 > 0:01:34but also your loyalty to the limit.
0:01:34 > 0:01:37So as we investigate more of the stories you've asked us to look into
0:01:37 > 0:01:40on your behalf, we'll be seeing how many of the companies
0:01:40 > 0:01:43we're looking at really do appreciate that making things simple
0:01:43 > 0:01:47for the customer might ultimately benefit them too.
0:01:49 > 0:01:50Coming up...
0:01:50 > 0:01:53The big-name stores with the price-match promise,
0:01:53 > 0:01:55but will they always keep to it?
0:01:55 > 0:01:57It seems a bit to me like nit-picking.
0:01:57 > 0:01:59Not in the spirit of the whole scheme.
0:01:59 > 0:02:02And an extra charge when your pet gets sick
0:02:02 > 0:02:06if you go to a vet that ISN'T on your insurer's list.
0:02:06 > 0:02:12To penalise the policyholder by a further £200 extra excess,
0:02:12 > 0:02:14that's just not acceptable.
0:02:16 > 0:02:19Now, walk down any high street and you'll find stores
0:02:19 > 0:02:22not simply bragging that their prices are better than their rivals,
0:02:22 > 0:02:25but promising that if they turn out not to be the cheapest,
0:02:25 > 0:02:29they'll match the price elsewhere so that you're not left out of pocket.
0:02:29 > 0:02:31It's the long established business tactic,
0:02:31 > 0:02:34designed to keep us from shopping around.
0:02:34 > 0:02:37But you may find that holding a retailer to its word
0:02:37 > 0:02:39proves more complicated than you might expect
0:02:39 > 0:02:44and that price-match promise comes with some very specific conditions.
0:02:49 > 0:02:51The high street is a cut-throat place,
0:02:51 > 0:02:54one where the stores will go at great lengths to win
0:02:54 > 0:02:57and keep our business and there's no better way to keep us coming back
0:02:57 > 0:03:00than by promising that they won't be beaten on price.
0:03:02 > 0:03:05To save you time, we price check your branded shop at Asda,
0:03:05 > 0:03:08Morrisons and Sainsbury's when you buy ten or more different products.
0:03:08 > 0:03:11Whether they call it a price promise,
0:03:11 > 0:03:14a low price guarantee or any number of those other seductive names,
0:03:14 > 0:03:18retailers just love to tell us that if you can find the same product
0:03:18 > 0:03:21for a cheaper price somewhere else, they'll match it.
0:03:22 > 0:03:24But you've been telling us that things are not always
0:03:24 > 0:03:27quite as simple as they might first appear.
0:03:27 > 0:03:31So I've recruited marketing expert Phil Adcock to see if some stores
0:03:31 > 0:03:33are playing Pinocchio with their price-match promise,
0:03:33 > 0:03:35or if they really do stack up.
0:03:35 > 0:03:38- Hi, nice to meet you again. - Nice to see you again. I know...
0:03:38 > 0:03:40'And firstly we want to know what shoppers think they'll get
0:03:40 > 0:03:42'when they hear that price-match pledge.'
0:03:42 > 0:03:45- If you see a store that's got a price promise...- Yes.
0:03:45 > 0:03:47..what do you think that means?
0:03:47 > 0:03:49Well, it should mean that they'll match the lowest price
0:03:49 > 0:03:51that you come up with.
0:03:51 > 0:03:53If they can't match it then you either get money back...
0:03:53 > 0:03:55And have you often challenged that?
0:03:55 > 0:03:57- No.- I've never thought about doing it.- No?
0:03:57 > 0:04:01- Do you just trust the shop's going to match it and that's it?- Yeah.
0:04:01 > 0:04:04Well, it certainly sounds like we've bought into what they tell us.
0:04:04 > 0:04:07But scratch the surface and Philip says price promises
0:04:07 > 0:04:11don't always work quite the way you might expect.
0:04:11 > 0:04:14As shoppers, we are much more likely to end our search for products
0:04:14 > 0:04:17when we get to a store that's got a price-match scheme.
0:04:17 > 0:04:18So it's in the interest to do it.
0:04:18 > 0:04:21They get our trust and what they don't want more than anything
0:04:21 > 0:04:24is for us to leave and buy it somewhere else.
0:04:24 > 0:04:26So if they can make us stay in their store
0:04:26 > 0:04:27and promise the price is all right here
0:04:27 > 0:04:29and even if it's wrong, we'll give you the money back,
0:04:29 > 0:04:32let's have the money off of you, Mr Shopper, Mrs Shopper.
0:04:32 > 0:04:35But they're not giving you the lowest price,
0:04:35 > 0:04:37they're matching somebody else's price.
0:04:37 > 0:04:41Perhaps the best-known price promise on the high street is at John Lewis.
0:04:41 > 0:04:42The store introduced its
0:04:42 > 0:04:46"never knowingly undersold" motto back in 1925
0:04:46 > 0:04:50and it's been one of the company's cornerstone values ever since.
0:04:50 > 0:04:52But Malcolm Radley, from Essex, e-mailed us,
0:04:52 > 0:04:54frustrated that if you do find the same product
0:04:54 > 0:04:57you've bought sold elsewhere for less,
0:04:57 > 0:05:01never knowingly undersold may not be the slam dunk money back guarantee
0:05:01 > 0:05:04that you might have assumed.
0:05:04 > 0:05:06"Having researched the television I wanted on the internet,
0:05:06 > 0:05:11"I found that it was cheaper with a company called Appliances Direct."
0:05:11 > 0:05:15So Malcolm sent details of that company's price guarantees
0:05:15 > 0:05:17and delivery arrangements to John Lewis,
0:05:17 > 0:05:20hoping they would refund the difference.
0:05:20 > 0:05:22"I then received an e-mail stating that
0:05:22 > 0:05:26" 'Appliances Direct did not meet the price match criteria because,
0:05:26 > 0:05:29" 'although they did free delivery,
0:05:29 > 0:05:32" 'if by chance you fail to be in to take delivery,
0:05:32 > 0:05:35" 'there would be a re-delivery charge.' "
0:05:35 > 0:05:38So although the TV itself was cheaper elsewhere,
0:05:38 > 0:05:40John Lewis wouldn't match the lower price
0:05:40 > 0:05:43because whilst the goods were a like for like match,
0:05:43 > 0:05:45the service the company offered wasn't.
0:05:47 > 0:05:49It seems to me a bit like nit-picking.
0:05:49 > 0:05:51Not in the spirit of the whole scheme.
0:05:51 > 0:05:52Unfortunately for Malcolm,
0:05:52 > 0:05:55John Lewis's terms and conditions are very clear.
0:05:55 > 0:05:57The lower price has to be with a company
0:05:57 > 0:06:01offering exactly the same service as well as price.
0:06:01 > 0:06:05So in this case, the price match didn't apply.
0:06:05 > 0:06:07So I've pulled this bit up actually.
0:06:07 > 0:06:09It's headed, comparing service conditions.
0:06:09 > 0:06:12It says, "This means we compare how we sell the product with
0:06:12 > 0:06:15"to how it's sold by the competitor.
0:06:15 > 0:06:18"We particularly look at stock availability,
0:06:18 > 0:06:22"delivery charges and fittings/installation services."
0:06:22 > 0:06:25It's not really right. I mean, if they're talking about the delivery
0:06:25 > 0:06:29and the re-delivery if you're out, it's getting very tenuous.
0:06:29 > 0:06:31Can you imagine somebody trying to explain that?
0:06:31 > 0:06:33A shop worker trying to explain that, "Yes, you can buy it
0:06:33 > 0:06:36"and here's our scheme but if you are out when we deliver it,
0:06:36 > 0:06:38"and they're in, so it doesn't count..."
0:06:38 > 0:06:40Very tenuous.
0:06:40 > 0:06:42Well, Philip may think that but in fact
0:06:42 > 0:06:45John Lewis is by no means the only store to have various exclusions
0:06:45 > 0:06:48applying to its price promise.
0:06:48 > 0:06:51Currys only match the prices of five other big retailers,
0:06:51 > 0:06:55a cheaper price anywhere else simply won't count.
0:06:55 > 0:06:58Mothercare limits the deals to individual prices,
0:06:58 > 0:07:00rather than multipacks.
0:07:00 > 0:07:03And Maplin doesn't match its prices with those at online-only stories.
0:07:05 > 0:07:08And while, of course, there's nothing wrong with any of that,
0:07:08 > 0:07:11if the offer of a price match was what secured your business
0:07:11 > 0:07:13in the first place and stopped you looking around
0:07:13 > 0:07:17for a better deal elsewhere, you might end up feeling a bit miffed.
0:07:17 > 0:07:19And one final point, all these products,
0:07:19 > 0:07:22these price promises, look, "We compare that with that."
0:07:22 > 0:07:25In truth, most products aren't comparable.
0:07:25 > 0:07:28- Why?- Look very carefully at the model number.
0:07:28 > 0:07:32You can have the 123X model of television
0:07:32 > 0:07:35and the 123XB model of a television.
0:07:35 > 0:07:39No visible difference but that means those two aren't the same.
0:07:39 > 0:07:41Another thing they tend to do is bundle products
0:07:41 > 0:07:42so it's impossible.
0:07:42 > 0:07:45"So we'll give you free washing powder with the washing machine."
0:07:45 > 0:07:48Suddenly it's incomparable with the washing machine
0:07:48 > 0:07:51without washing powder. As soon as they make it incomparable,
0:07:51 > 0:07:54it doesn't fit into any price promise.
0:07:54 > 0:07:57Dean Dunham is chief executive of the government authorised
0:07:57 > 0:08:01Retail Ombudsman and although he regularly sees complaints
0:08:01 > 0:08:02about price promise deals,
0:08:02 > 0:08:06more often than not he puts them down to customers misunderstanding
0:08:06 > 0:08:08exactly how the deal works.
0:08:08 > 0:08:11Those complaints are usually where the retailer has said,
0:08:11 > 0:08:15"Very sorry, in these circumstances we can't price match."
0:08:15 > 0:08:19And what that means is the consumer hasn't read the exclusions
0:08:19 > 0:08:22in the terms and conditions. The million-dollar question is,
0:08:22 > 0:08:23is it misleading when you put something
0:08:23 > 0:08:27in the terms and conditions which basically excludes a price match?
0:08:27 > 0:08:30And the answer to that is generally no.
0:08:30 > 0:08:31And unfortunately for Malcolm,
0:08:31 > 0:08:34Dean doesn't think that John Lewis is being unfair
0:08:34 > 0:08:36with the restrictions to its scheme.
0:08:36 > 0:08:38To be fair to John Lewis,
0:08:38 > 0:08:42they have to price match on a like-for-like basis.
0:08:42 > 0:08:45They are clear about this. We've looked at it closely.
0:08:45 > 0:08:48Therefore what Malcolm has suffered with is that he has expected them
0:08:48 > 0:08:50to price match against any other retailer.
0:08:50 > 0:08:53The reality is that's not possible.
0:08:55 > 0:08:56But when we got in touch with John Lewis,
0:08:56 > 0:08:59the retailer was a little more flexible.
0:08:59 > 0:09:01It said that "although a case like Malcolm's wouldn't technically
0:09:01 > 0:09:04"be covered under the terms and conditions
0:09:04 > 0:09:06"of its Never Knowingly Undersold policy,
0:09:06 > 0:09:10"it would normally grant such a request as a gesture of goodwill."
0:09:11 > 0:09:14That's because the store allows staff to...
0:09:21 > 0:09:24So the store told us it contacted Malcolm to say that it will be...
0:09:28 > 0:09:31But, of course, there can be price match schemes where
0:09:31 > 0:09:35the details either aren't so clear or perhaps genuinely are unfair.
0:09:36 > 0:09:40At the Retail Ombudsman we really receive two types of complaints
0:09:40 > 0:09:41in relation to price match.
0:09:41 > 0:09:45The first type is where the retailer has explained themselves properly
0:09:45 > 0:09:47but the consumer hasn't taken notice of it.
0:09:47 > 0:09:50In those cases the retailer will be right.
0:09:50 > 0:09:54The other type is where the retailer simply has not explained
0:09:54 > 0:09:58in clear enough terms what's included and what's not.
0:09:58 > 0:10:01Now, in those cases we will go back to the retailer
0:10:01 > 0:10:05and explain that you have actually misled the consumer
0:10:05 > 0:10:09and therefore you must do something about that.
0:10:09 > 0:10:11Most retailers generally do honour their price match,
0:10:11 > 0:10:15provided, that is, that your claim meets all the terms and conditions.
0:10:15 > 0:10:17But as far as Phil Adcock's concerned,
0:10:17 > 0:10:20the real winners of the price promise guarantees
0:10:20 > 0:10:23tend not to be the customers but the shops themselves.
0:10:24 > 0:10:28The original reason for these things was to encourage competition.
0:10:28 > 0:10:31But what we find now is instead of driving down prices,
0:10:31 > 0:10:34all the retailers do is match somebody else's price
0:10:34 > 0:10:35most of the time.
0:10:35 > 0:10:38So what they're actually doing is keeping prices slightly higher
0:10:38 > 0:10:40cos nobody will come in and beat somebody else's price,
0:10:40 > 0:10:42they only have to match it.
0:10:47 > 0:10:51If you're an animal lover, as I am, then you'll know, as I do,
0:10:51 > 0:10:54looking after a pet can be a pricey business,
0:10:54 > 0:10:57especially if they need regular or long-term health care,
0:10:57 > 0:10:59a diabetic cat in my case.
0:10:59 > 0:11:02Of course, almost every owner would say they'd pay almost anything
0:11:02 > 0:11:04to keep their animals happy and healthy.
0:11:04 > 0:11:07But we've been hearing a lot from people querying the cost
0:11:07 > 0:11:11of their pet insurance and wondering if the odds aren't rather stacked
0:11:11 > 0:11:13in favour of the insurer.
0:11:13 > 0:11:16And when you hear about a change that could affect a substantial
0:11:16 > 0:11:20number of pet insurance policies in the UK, you might tend to agree.
0:11:22 > 0:11:24Meet Harry and Sophie.
0:11:24 > 0:11:26Come here, Soph.
0:11:26 > 0:11:28They're a breed of dog called bichon frise
0:11:28 > 0:11:31and they're the pride and joy of Tony and Carla Dearsley
0:11:31 > 0:11:33from Northampton.
0:11:33 > 0:11:36Sophie and Harry are part of our family.
0:11:36 > 0:11:39It's Carla, Tony, Sophie and Harry.
0:11:39 > 0:11:42They're just part of the family unit.
0:11:42 > 0:11:44When Harry and Sophie were puppies,
0:11:44 > 0:11:47Carla and Tony took out pet insurance with More Than
0:11:47 > 0:11:49and for most of the dogs' lives
0:11:49 > 0:11:51they haven't needed to claim on the policy.
0:11:51 > 0:11:53But in September last year,
0:11:53 > 0:11:56Harry started showing some worrying symptoms.
0:11:56 > 0:12:00So we took into the local vets to get him checked out.
0:12:00 > 0:12:03And they took blood tests,
0:12:03 > 0:12:08took urine samples and he was diagnosed as being diabetic.
0:12:08 > 0:12:10Come on, Harry. Come on.
0:12:10 > 0:12:13Harry's diabetes, just like the human version,
0:12:13 > 0:12:16was kept in check with daily insulin injections
0:12:16 > 0:12:18and his health seemed to be improving.
0:12:18 > 0:12:23But less than two months later, he took a turn for the worse.
0:12:23 > 0:12:26Carla and I noticed his eyes were totally opaque
0:12:26 > 0:12:28and it was clear that he couldn't see,
0:12:28 > 0:12:30he was walking into the walls around the house.
0:12:30 > 0:12:32He couldn't see where curbs were.
0:12:32 > 0:12:34He was obviously distressed.
0:12:34 > 0:12:38Harry's diabetes had caused him to develop cataracts
0:12:38 > 0:12:41and they were so serious that the vet immediately referred him
0:12:41 > 0:12:44to a different practice for specialist treatment.
0:12:44 > 0:12:48The specialists were so concerned about the swelling
0:12:48 > 0:12:49in one of Harry's eyes
0:12:49 > 0:12:53that they feared he may have to lose his eye...
0:12:53 > 0:12:56so they wanted to operate on him the following day.
0:12:58 > 0:13:01Tony and Carla told the specialist to do whatever was necessary
0:13:01 > 0:13:03to save Harry's sight.
0:13:03 > 0:13:07After a nerve-racking wait came welcome news.
0:13:07 > 0:13:09When they telephoned
0:13:09 > 0:13:13and told us that the operation had been a success,
0:13:13 > 0:13:16the relief was unbelievable.
0:13:16 > 0:13:19But the whole procedure had cost almost £6,000
0:13:19 > 0:13:23so Tony put a claim through on his More Than insurance policy.
0:13:23 > 0:13:26I felt quite reassured I was with More Than.
0:13:26 > 0:13:29And to be fair, they paid up, no problem.
0:13:30 > 0:13:32But the family's relief was short lived
0:13:32 > 0:13:35because it wasn't long before Sophie started showing symptoms
0:13:35 > 0:13:38of the same illness.
0:13:38 > 0:13:42We got worried and immediately thought, "Is this diabetes?"
0:13:44 > 0:13:48The local vet confirmed that was the case and worse still,
0:13:48 > 0:13:51Sophie's eyes soon began to show signs of cataracts,
0:13:51 > 0:13:53just like Harry's.
0:13:53 > 0:13:57So Sophie was referred to the same specialist that had treated Harry
0:13:57 > 0:14:02and sure enough, she too needed surgery at a cost of £4,600.
0:14:04 > 0:14:09It brought back lots of memories about the stress, the worry,
0:14:09 > 0:14:12the anguish of when Harry...
0:14:12 > 0:14:15had to go in and have his cataracts dealt with.
0:14:15 > 0:14:20But we felt reassured that we were with an insurance company
0:14:20 > 0:14:24that would back us up by paying for the treatment.
0:14:25 > 0:14:29But this time, More Than wasn't so ready to cover all the costs
0:14:29 > 0:14:32because, since Harry's treatment, Royal Sun Alliance,
0:14:32 > 0:14:35which owns More Than had made a crucial change
0:14:35 > 0:14:38to most of the pet insurance policies it underwrites.
0:14:38 > 0:14:41The cost of referrals would only now be covered if it was to
0:14:41 > 0:14:45one of the specialists on a new list of preferred suppliers.
0:14:46 > 0:14:50And the centre that treated Sophie wasn't on the preferred list.
0:14:50 > 0:14:54In fact, at the time there were just 29 practices on it
0:14:54 > 0:14:56across the whole UK.
0:14:56 > 0:15:00Under the new rules any customer claiming for specialist treatment
0:15:00 > 0:15:06at a practice not on the list would be charged an extra excess of £200.
0:15:06 > 0:15:10Tony accepts he had been made aware of the new clause months earlier
0:15:10 > 0:15:12but it had completely slipped his mind
0:15:12 > 0:15:15and his natural reaction to Sophie's diagnosis was
0:15:15 > 0:15:19to get her treated at the same centre that had saved Harry's sight,
0:15:19 > 0:15:24a centre trusted by the vet who's cared for both dogs all their lives.
0:15:26 > 0:15:29We spend a lot of time building up a relationship with our clients.
0:15:29 > 0:15:33They trust us to recommend the best for their pets
0:15:33 > 0:15:35and when we recommend a referral centre,
0:15:35 > 0:15:38they trust that we're recommending that because that is really
0:15:38 > 0:15:39the best place to go.
0:15:39 > 0:15:42I can understand the insurance companies are getting worried
0:15:42 > 0:15:44because costs are rising
0:15:44 > 0:15:48but there's no need to penalise certain patients.
0:15:49 > 0:15:53The extra £200 charge isn't applied to emergency treatments
0:15:53 > 0:15:56but is added to every other kind of referral
0:15:56 > 0:15:58and it doesn't just affect More Than policies
0:15:58 > 0:16:02but others also underwritten by Royal Sun Alliance,
0:16:02 > 0:16:04including Tesco pet insurance.
0:16:06 > 0:16:13It shouldn't be for the insurance company to dictate to the pet owner
0:16:13 > 0:16:17over the professional opinion of the pet owner's local vet
0:16:17 > 0:16:21but then to penalise the policyholder
0:16:21 > 0:16:27by a further £200 extra excess, that's just not acceptable.
0:16:27 > 0:16:31The £200 charge only applies once per condition
0:16:31 > 0:16:35so Sophie can continue to be treated for her cataracts at the centre
0:16:35 > 0:16:39that saved her sight without Tony and Carla having to pay more.
0:16:39 > 0:16:41And because Harry started his treatment there
0:16:41 > 0:16:43before the clause was introduced,
0:16:43 > 0:16:46the new charge won't apply to him either.
0:16:46 > 0:16:48But, as both dogs get older,
0:16:48 > 0:16:52Tony fears they may need specialist treatment for further conditions
0:16:52 > 0:16:55and he can't see why he should have to pay extra
0:16:55 > 0:16:58to get that from a place he trusts.
0:16:59 > 0:17:03I feel trapped now because I've now got two diabetic dogs,
0:17:03 > 0:17:06two dogs that have got cataracts,
0:17:06 > 0:17:08two dogs that need ongoing treatment,
0:17:08 > 0:17:10so I have to accept really
0:17:10 > 0:17:15whatever policy increases More Than decide to apply,
0:17:15 > 0:17:20or I have to think, "OK, I'll fund the treatment myself."
0:17:23 > 0:17:26Some of the other policies underwritten by Royal Sun Alliance
0:17:26 > 0:17:28including pet insurance offered by Marks & Spencer
0:17:28 > 0:17:31haven't yet brought in this extra charge
0:17:31 > 0:17:36but all policies sold by More Than, Argos and Tesco Bank
0:17:36 > 0:17:40will introduce it either when a new policy is taken out
0:17:40 > 0:17:41or an existing one is renewed,
0:17:41 > 0:17:44and there are plenty of vets up in arms about that.
0:17:46 > 0:17:51So, Dick, tell me why your organisation is so upset about this?
0:17:51 > 0:17:55Well, I represent a group of specialist referral clinics
0:17:55 > 0:18:00who have decided not to cooperate with the preferred providers scheme.
0:18:00 > 0:18:06We believe profoundly that it limits the options for animal owners
0:18:06 > 0:18:07and for their vets.
0:18:07 > 0:18:11What do you think the financial argument behind this is?
0:18:11 > 0:18:13Well, I think only RSA can answer that
0:18:13 > 0:18:17but certainly when we had negotiations with RSA,
0:18:17 > 0:18:19their opening demand was
0:18:19 > 0:18:23that we would reduce our fees to them by 10%.
0:18:23 > 0:18:28So I think it's not really about customer care,
0:18:28 > 0:18:32it's about RSA wanting to drive down costs
0:18:32 > 0:18:37in a situation where they perceive to be inflation above average.
0:18:37 > 0:18:39So what's happening to pet owners now?
0:18:39 > 0:18:42How are they being affected at this very moment?
0:18:42 > 0:18:44I think there's a great deal of confusion
0:18:44 > 0:18:46and upset amongst pet owners.
0:18:46 > 0:18:50Those who haven't been directly affected are certainly confused
0:18:50 > 0:18:53and are calling us pretty regularly.
0:18:53 > 0:18:58Those owners who do have a sick pet are faced at times of
0:18:58 > 0:19:01a great deal of stress and upset in the middle of the night
0:19:01 > 0:19:05not knowing what to do and not being clear where they should go.
0:19:05 > 0:19:08I think the advice is they should listen to their GP vet,
0:19:08 > 0:19:12make that decision with them and go to the referral clinic
0:19:12 > 0:19:15that they think is best between them.
0:19:15 > 0:19:18It's perhaps not surprising that specialists who aren't on the list
0:19:18 > 0:19:20might be opposed to it,
0:19:20 > 0:19:22after all it could take away some of their business.
0:19:22 > 0:19:26But while those vets say that the preferred network limits choice
0:19:26 > 0:19:27for pet owners,
0:19:27 > 0:19:31Royal Sun Alliance itself insists it gives them better value for money
0:19:31 > 0:19:34and ultimately keeps premiums down.
0:19:35 > 0:19:40It's not an attempt to interfere with the clinical decisions of vets,
0:19:40 > 0:19:42it's an attempt to control the cost,
0:19:42 > 0:19:47to make the product more affordable and sustainable for the future.
0:19:47 > 0:19:50If you take, say, an MRI scan,
0:19:50 > 0:19:52this is probably a good example,
0:19:52 > 0:19:57the veterinary industry charge anywhere between £500 and £1,500
0:19:57 > 0:19:59for the same MRI scan.
0:19:59 > 0:20:02Now, we're saying that we have to control that cost.
0:20:02 > 0:20:05An MRI scan is an MRI scan.
0:20:05 > 0:20:09We're saying that there's got to be a standard rate for that.
0:20:09 > 0:20:14RSA has added a further 25 practices to its preferred referral network
0:20:14 > 0:20:18and says that 77% of customers are now within an hour's drive
0:20:18 > 0:20:21of a referral practice. What's more,
0:20:21 > 0:20:26the company insists that anyone who ends up being charged that £200
0:20:26 > 0:20:28can appeal the decision.
0:20:28 > 0:20:30And it says there are all sorts of situations
0:20:30 > 0:20:31where you might not need to pay.
0:20:31 > 0:20:35For example, if you live more than 60 miles away from a practice
0:20:35 > 0:20:39on the list or a pet needs treatment its specialists can't provide.
0:20:42 > 0:20:44If there are exceptional circumstances
0:20:44 > 0:20:47then we'll reimburse the £200
0:20:47 > 0:20:51and I believe that in several cases that's already happened.
0:20:51 > 0:20:55We've only charged the £200 on four or five occasions.
0:20:55 > 0:21:00You know, we have 460,000 bills from vets in a year
0:21:00 > 0:21:02so it's absolutely minimal
0:21:02 > 0:21:05what we've actually charged people to do that
0:21:05 > 0:21:08whilst we get the network established.
0:21:08 > 0:21:11Indeed, Tony and Carla are among the customers
0:21:11 > 0:21:14whose £200 has been refunded
0:21:14 > 0:21:18because Sophie's cataracts were a result of her diabetes
0:21:18 > 0:21:22and the change in policy came just after treatment for that had begun.
0:21:22 > 0:21:25RSA say if the couple had called them to discuss it,
0:21:25 > 0:21:27the charge would never have been applied
0:21:27 > 0:21:30so it urges all customers to pick up the phone
0:21:30 > 0:21:32before starting treatment.
0:21:33 > 0:21:37We want the telephone call to discuss the treatment
0:21:37 > 0:21:39either from your local vet or from you.
0:21:39 > 0:21:43By that, we can give you a decision there and then
0:21:43 > 0:21:45if we're going to waive the £200.
0:21:47 > 0:21:51There is now one of RSA's preferred referral practices
0:21:51 > 0:21:54less than 20 minutes away from Tony and Carla's house
0:21:54 > 0:21:57but the couple aren't so easily persuaded.
0:21:57 > 0:22:01As far as they're concerned, the only factor that should determine
0:22:01 > 0:22:03where their precious pets get treatment
0:22:03 > 0:22:06is where they'll get the best care.
0:22:06 > 0:22:09Harry and Sophie are always there.
0:22:09 > 0:22:10We've got a great relationship.
0:22:10 > 0:22:12And I'm not going to let them down.
0:22:12 > 0:22:16I'll fight for them but I'll also fight for all the other pet owners.
0:22:23 > 0:22:25Still to come on Rip Off Britain -
0:22:25 > 0:22:28why some of Britain's best-known online retailers
0:22:28 > 0:22:32are impossible to use for the hundreds and thousands of people
0:22:32 > 0:22:34who have problems with their sight.
0:22:34 > 0:22:38We certainly don't have the same choice as the sighted world.
0:22:38 > 0:22:42It's like trying to walk up an escalator the wrong way.
0:22:42 > 0:22:45That's just what it feels like, online shopping, most of the time.
0:22:49 > 0:22:52One of the biggest shopping centres in Europe was this year's venue
0:22:52 > 0:22:55for the annual Rip Off Britain pop-up shop.
0:22:57 > 0:23:00It's our chance to meet as many of you as we possibly can
0:23:00 > 0:23:02and it was great to hear how much you appreciate
0:23:02 > 0:23:04all the advice on the show.
0:23:04 > 0:23:05I think the programme educates you
0:23:05 > 0:23:08and you're a little bit more aware of potentially being ripped off.
0:23:08 > 0:23:11It's absolutely brilliant.
0:23:11 > 0:23:14We really do have a fantastic team of experts with us
0:23:14 > 0:23:16in our pop-up shop this year.
0:23:16 > 0:23:19We've got Trading Standards, we've got financial experts,
0:23:19 > 0:23:22we've got legal experts and citizen's advice.
0:23:22 > 0:23:25And they're all really keen to be able to give on-the-spot advice to
0:23:25 > 0:23:28any of the people that come into our pop-up shop
0:23:28 > 0:23:30and hopefully be able to sort out their problems,
0:23:30 > 0:23:34but just as importantly, the advice and tips that they're passing on
0:23:34 > 0:23:38will ensure that you at home don't get caught out.
0:23:38 > 0:23:41Of course, sometimes you don't need any specific advice.
0:23:41 > 0:23:43You just want to get a few things off your chest.
0:23:43 > 0:23:46And that's where our Gripe Corner comes in.
0:23:46 > 0:23:48Right. What winds you up?
0:23:48 > 0:23:50And for those who didn't fancy going it alone on camera,
0:23:50 > 0:23:55we got two complaints for the price of one with these dynamic duos.
0:23:55 > 0:23:58Our rip-off is going to a Premier League football store.
0:23:58 > 0:24:01The kids jersey was £65.
0:24:01 > 0:24:04- How much was it online?- £16.
0:24:04 > 0:24:06I feel like I've been ripped off.
0:24:06 > 0:24:09I bought some points for an online game which I never received.
0:24:09 > 0:24:12They just told us after two days it's nowt to do with us any more
0:24:12 > 0:24:15so you lose your money. And we think it's an absolute rip-off.
0:24:15 > 0:24:19What winds me up mostly is nuisance phone calls.
0:24:19 > 0:24:21Please just leave us alone.
0:24:21 > 0:24:22SHE LAUGHS
0:24:22 > 0:24:26It really winds me up above all other things.
0:24:26 > 0:24:29The cost of cinema tickets. These days it's like a £50 day
0:24:29 > 0:24:31so it'd be nice if they were a little bit cheaper
0:24:31 > 0:24:33to accommodate families like us.
0:24:35 > 0:24:38Over in our shop, husband and wife Wilf and Sheila were booking in
0:24:38 > 0:24:40for their appointment.
0:24:40 > 0:24:41They had a problem with their car
0:24:41 > 0:24:44so Trading Standards officer Sylvia Rook
0:24:44 > 0:24:47and Martin James from the Financial Ombudsman Service
0:24:47 > 0:24:49met them outside in the shopping centre car park
0:24:49 > 0:24:51with the vehicle in question.
0:24:51 > 0:24:54Do you want to tell us what it's all about?
0:24:54 > 0:24:56We purchased the car second-hand from a garage
0:24:56 > 0:24:59what was quite a distance away from where we came from.
0:24:59 > 0:25:02When we were there, they asked us if we wanted to have
0:25:02 > 0:25:03an extended warranty on it.
0:25:03 > 0:25:07So, at first I declined the offer
0:25:07 > 0:25:09but then they took Wilf outside to look at something else
0:25:09 > 0:25:12and persuaded him that it was a good idea.
0:25:12 > 0:25:15And when the salesman and Wilf returned to the sales office
0:25:15 > 0:25:17they convinced Sheila as well.
0:25:17 > 0:25:19The first leaflet they gave us, they showed us all the things
0:25:19 > 0:25:21what could go wrong on the car
0:25:21 > 0:25:24and it did seem like a fairly good cover.
0:25:24 > 0:25:27They said we'd have trouble-free motoring for 12 months.
0:25:27 > 0:25:29We said, "No, go on, we'll have it."
0:25:29 > 0:25:33- How much did the warranty cost you? - It cost us over £300.
0:25:33 > 0:25:36But the couple felt it was money well spent to get peace of mind,
0:25:36 > 0:25:38along with their second-hand car.
0:25:38 > 0:25:40And when the vehicle developed a fault six months in,
0:25:40 > 0:25:44they thought, "Well, this is exactly what the policy's there for."
0:25:44 > 0:25:47The water pump went on the car so we phoned
0:25:47 > 0:25:49and they said it was due to wear and tear
0:25:49 > 0:25:51so they wouldn't do nothing about it.
0:25:51 > 0:25:52They just wouldn't pay out
0:25:52 > 0:25:54so we had to pay for the water pump ourselves,
0:25:54 > 0:25:58even though we'd purchased the warranty thinking that we would have
0:25:58 > 0:26:00trouble-free motoring for 12 months, which we never got.
0:26:00 > 0:26:04After paying £380 to get their water pump fixed,
0:26:04 > 0:26:07the couple were left wondering what was the point of the warranty
0:26:07 > 0:26:09in the first place.
0:26:09 > 0:26:13And that's the question Sylvia has seen customers struggle with a lot.
0:26:13 > 0:26:16There is no statutory definition of what's wear and tear
0:26:16 > 0:26:18and it does make things very difficult for you.
0:26:18 > 0:26:22My personal view is that actually warranties generally
0:26:22 > 0:26:24are not usually worth the amount you pay for them
0:26:24 > 0:26:27because you have statutory rights anyway when you buy anything,
0:26:27 > 0:26:29including a car. Ultimately what you do,
0:26:29 > 0:26:33you would have to decide whether you want to try and pursue this matter
0:26:33 > 0:26:34through the Small Claims Court
0:26:34 > 0:26:36and try and sue them for the repair costs.
0:26:36 > 0:26:38Absolutely. Now, first things first though,
0:26:38 > 0:26:40I think the most important thing to do is to see
0:26:40 > 0:26:42if we can find a free option.
0:26:42 > 0:26:44The Financial Ombudsman Service oversees
0:26:44 > 0:26:47a range of financial products,
0:26:47 > 0:26:49including some policies like Sheila and Wilf's.
0:26:49 > 0:26:52So if theirs is one that the organisation covers,
0:26:52 > 0:26:56Martin thinks they may have a case and he's happy to check it all out.
0:26:56 > 0:26:58So we'll get onto the company for you.
0:26:58 > 0:27:01It looks like it is promising quite a bit in the booklet
0:27:01 > 0:27:03so let's see what's going on behind that.
0:27:03 > 0:27:05Totally understand where you're coming from.
0:27:05 > 0:27:07Doesn't feel like a long time and it seems a little bit unfair
0:27:07 > 0:27:10when you see wear and tear there. But let's see what we can do.
0:27:10 > 0:27:12- JULIA:- So plenty to hope for?
0:27:12 > 0:27:14- OK, thank you.- Right, thank you. - Thank you.
0:27:14 > 0:27:16And those seeds of hope did bear fruit.
0:27:16 > 0:27:19Martin's team at the Financial Ombudsman Service
0:27:19 > 0:27:22got in touch with the warranty company on the couple's behalf.
0:27:22 > 0:27:24And when they did, the company reviewed the case
0:27:24 > 0:27:26and decided to pay out after all,
0:27:26 > 0:27:30handing over the full £380 for the new water pump.
0:27:30 > 0:27:32I think you'll agree, a great result
0:27:32 > 0:27:35and exactly what Sheila and Wilf were hoping for.
0:27:38 > 0:27:40As well as the pop-up shop itself,
0:27:40 > 0:27:42we've been out and about here in the shopping centre
0:27:42 > 0:27:46giving you all sorts of advice and information
0:27:46 > 0:27:49on a whole range of consumer topics.
0:27:52 > 0:27:54With the help of solicitor Gary Rycroft,
0:27:54 > 0:27:56we wanted to sort out fact from fiction
0:27:56 > 0:27:59and dispel some very common misconceptions
0:27:59 > 0:28:02about the way the law treats certain situations closer to home.
0:28:02 > 0:28:06We've got some questions that we're asking people about relationships.
0:28:06 > 0:28:08- Lots of legal myths out there... - Right?
0:28:08 > 0:28:11..so we're going to do a bit of myth busting.
0:28:14 > 0:28:17- What do you reckon?- True.- Yes.- True? - They can be overwritten in court.
0:28:17 > 0:28:19- True.- Yes, true.
0:28:19 > 0:28:21You're absolutely right.
0:28:21 > 0:28:25The English courts have now started to look at prenups
0:28:25 > 0:28:27and they are taken into account sometimes
0:28:27 > 0:28:30but they're not strictly speaking legally binding.
0:28:30 > 0:28:32OK, now, this one.
0:28:39 > 0:28:41- Do you think that's true or false? - I'd say true.- False.
0:28:41 > 0:28:44- True.- We've got a mixture of opinions.- False.- False.
0:28:44 > 0:28:46- True.- True.- False.
0:28:46 > 0:28:49It is fiction. Tell them what the legal situation is.
0:28:49 > 0:28:51Well, if you actually lose capacity
0:28:51 > 0:28:54you no longer have the capacity to make a lasting power of attorney
0:28:54 > 0:28:58so it really is something that we should, all of us, young or old,
0:28:58 > 0:29:01- think about doing now because... - We've got one.- Have you done it?
0:29:01 > 0:29:04- Brilliant, you've got one.- Yeah. - That's great.- Oh, well done.
0:29:04 > 0:29:07OK, last question.
0:29:12 > 0:29:14- If you can prove it. - You think that's true?- Yeah.
0:29:14 > 0:29:17- It is fiction. - This really is a legal myth.
0:29:17 > 0:29:19I hear it all the time.
0:29:19 > 0:29:21"We've lived together for two years or more.
0:29:21 > 0:29:23"Three or four years. We're common-law husband and wife."
0:29:23 > 0:29:27In law there is no such thing as a common-law husband and wife,
0:29:27 > 0:29:29it is a complete fiction.
0:29:29 > 0:29:31- Are you married?- Yes.- You're safe.
0:29:34 > 0:29:37- Thank you all very much indeed. Good sports.- Thank you.- Thank you.
0:29:37 > 0:29:38Bye.
0:29:42 > 0:29:45As technology marches on and we're encouraged to do more and more
0:29:45 > 0:29:48of the things online that we used to do in person
0:29:48 > 0:29:51we often hear from people here at the programme
0:29:51 > 0:29:53who feel frustrated or left behind.
0:29:53 > 0:29:55And while for some that might be because
0:29:55 > 0:29:58they just don't have the equipment or indeed the knowledge
0:29:58 > 0:29:59to log on at home,
0:29:59 > 0:30:03there are hundreds and thousands of others who would like nothing more
0:30:03 > 0:30:07than to be able to take advantage of the latest website offers,
0:30:07 > 0:30:09if only the companies behind those deals
0:30:09 > 0:30:13would make their site easier to use and indeed to navigate.
0:30:13 > 0:30:18Because for the almost two million people in the UK with sight loss,
0:30:18 > 0:30:22shopping online can sometimes be a whole lot more difficult
0:30:22 > 0:30:23than it ought to be,
0:30:23 > 0:30:26even on quite a few of the biggest websites in the retail business,
0:30:26 > 0:30:31where it can be impossible for some people to do any shopping at all.
0:30:33 > 0:30:37Three quarters of us now use the internet to buy goods
0:30:37 > 0:30:39or services and for most of us,
0:30:39 > 0:30:42the more familiar websites typically look like this.
0:30:42 > 0:30:45But for many of the two million Brits who are blind
0:30:45 > 0:30:46or partially sighted,
0:30:46 > 0:30:50those same sites will more likely look something like this,
0:30:50 > 0:30:53which can make shopping there virtually impossible.
0:30:55 > 0:30:59I've come to the Galloway's Society for the Blind in Preston
0:30:59 > 0:31:01to meet Nia Williams.
0:31:01 > 0:31:05Her vision is impaired and she often feels excluded from deals on sites
0:31:05 > 0:31:09that, for her, simply aren't accessible.
0:31:09 > 0:31:13I think sometimes it can mean you're missing them bargains, really.
0:31:13 > 0:31:17It is a shame because it means that you are missing out.
0:31:17 > 0:31:20Like many people, when Nia goes online,
0:31:20 > 0:31:22she relies on the assisted software
0:31:22 > 0:31:25that's now a standard feature of almost all computers,
0:31:25 > 0:31:27phones and tablets,
0:31:27 > 0:31:30which magnifies and reads out everything on-screen.
0:31:30 > 0:31:32Technology has really moved on
0:31:32 > 0:31:36and this assisted technology is already in-built into the devices,
0:31:36 > 0:31:37which is fantastic.
0:31:37 > 0:31:41It was described to me by a service user as a window to their world
0:31:41 > 0:31:43and I thought that was a lovely way of putting it because it meant that
0:31:43 > 0:31:46they could interact socially,
0:31:46 > 0:31:48shop online and live an independent life,
0:31:48 > 0:31:51which is the way it should be.
0:31:51 > 0:31:55But that software can only do its job on websites and apps
0:31:55 > 0:31:59that are designed to be compatible and some of them aren't.
0:31:59 > 0:32:03Take this one from online clothes retailer Boohoo.
0:32:03 > 0:32:07Though the software on Nia's tablet does its best to read out
0:32:07 > 0:32:08what it sees...
0:32:08 > 0:32:12- TABLET:- 'Home underscore banner. Home underscore banner.'
0:32:12 > 0:32:14You can hear it's getting rather confused
0:32:14 > 0:32:18and that's because the retailer hasn't included any text description
0:32:18 > 0:32:21of the clothes that are being shown.
0:32:21 > 0:32:23It doesn't say what it is.
0:32:23 > 0:32:24'So it can't offer up any explanation
0:32:24 > 0:32:27'for what's being displayed.'
0:32:27 > 0:32:29'Home underscore banner.'
0:32:29 > 0:32:32So it's not really describing what's on the screen at all, is it?
0:32:32 > 0:32:34Which makes it really problematic
0:32:34 > 0:32:36because you don't know what's on in front of you.
0:32:36 > 0:32:38Nia gave me a taste of what it's like
0:32:38 > 0:32:42for people with visual impairment to navigate the internet,
0:32:42 > 0:32:46using a pair of special classes that mimic an age-related sight problem
0:32:46 > 0:32:49that affects over 600,000 people in the United Kingdom.
0:32:49 > 0:32:54- That there is age-related macular degeneration.- OK.
0:32:54 > 0:32:57Ooh, gosh. Well, it's like looking through
0:32:57 > 0:33:00- a very, very thick piece of black gauze.- Yeah.
0:33:00 > 0:33:02I can make out shapes
0:33:02 > 0:33:06and I've got a little bit of peripheral vision here.
0:33:06 > 0:33:09- With macular, it does affect your central vision...- Yeah.
0:33:09 > 0:33:12..so it creates distortions.
0:33:12 > 0:33:14Let's just see what happens with this.
0:33:14 > 0:33:19If I wanted to look at this at your iPad, even with the zoom,
0:33:19 > 0:33:23- it is still incredibly difficult. - Yeah.
0:33:23 > 0:33:27Some websites are designed to allow good access to all users
0:33:27 > 0:33:31but an astonishing 70% of those looked at since 2008
0:33:31 > 0:33:37by the Business Disability Forum have had significant access issues,
0:33:37 > 0:33:41which is a huge problem for people like Georgina Joyce.
0:33:42 > 0:33:46Georgina, tell me exactly what your visual impairment is.
0:33:46 > 0:33:50I have a genetic version of retinitis pigmentosa,
0:33:50 > 0:33:55which means that over the years my sight has rapidly deteriorated.
0:33:55 > 0:33:58How much vision do you actually have?
0:33:58 > 0:34:02I have just about enough when I wake up in the morning and I think,
0:34:02 > 0:34:05"Oh, is it morning?" and I can see if light is streaming
0:34:05 > 0:34:09through the window but that's about as much use as my sight has.
0:34:09 > 0:34:14Georgina doesn't let her vision restrict her use of the internet
0:34:14 > 0:34:17but that can often mean searching high and low for sites
0:34:17 > 0:34:19that have been built with accessibility in mind.
0:34:19 > 0:34:23So what are the things that you look for that make a site really good
0:34:23 > 0:34:27- and work for you?- Good text...
0:34:27 > 0:34:31explanation that describes what that image is of
0:34:31 > 0:34:34and whatever the vital bit of information is.
0:34:35 > 0:34:39And all of that is especially important for online shops.
0:34:39 > 0:34:42We're on a Marks & Spencer's site here.
0:34:42 > 0:34:46Black dress. Just hit enter and just see what it comes up with.
0:34:46 > 0:34:50As long as the retailer includes on its site descriptions of the images
0:34:50 > 0:34:51that are shown there,
0:34:51 > 0:34:55the software built into Georgina's computer will be able to read
0:34:55 > 0:34:58that information out when she navigates the picture.
0:34:58 > 0:35:00See what the quick-look link offers.
0:35:00 > 0:35:03- COMPUTER:- 'M&S Collection belted trench shirt dress.
0:35:03 > 0:35:05'Current price. Available in two colours.'
0:35:07 > 0:35:11But not all retailers design their sites in a way that makes it easy
0:35:11 > 0:35:15for Georgina to find the details that she needs to make a purchase,
0:35:15 > 0:35:17including, much to her frustration,
0:35:17 > 0:35:20the one belonging to big-name clothing store Next.
0:35:20 > 0:35:22What about the Next site?
0:35:22 > 0:35:24Because that was one that gave you particular problems, wasn't it?
0:35:24 > 0:35:29It was. I saw this black jumpsuit and I thought, "Fantastic."
0:35:29 > 0:35:31- I can see it on the screen. It looks terrific.- Does it?- Yeah!
0:35:31 > 0:35:35- A reasonable price as well. I learned that it's £60.- Yeah.
0:35:35 > 0:35:37So far, so good.
0:35:37 > 0:35:40But when she tries to choose the size that she wants...
0:35:40 > 0:35:45- 'Size.'- That says size so I navigate to the next sort of section...
0:35:45 > 0:35:47'A-D-D to bag.'
0:35:47 > 0:35:50And it's saying, "A-D-D to bag."
0:35:50 > 0:35:55Georgina struggles to find the right box to make her selection.
0:35:55 > 0:35:56See if I can do a search for choose.
0:35:56 > 0:35:59- 'Enter search text. Choose.' - COMPUTER BLEEPS
0:35:59 > 0:36:02No, it's just bleeping so it can't find the word choose
0:36:02 > 0:36:06so I can't choose my size and Next have lost a customer.
0:36:06 > 0:36:10The law says any store whether online or a physical shop
0:36:10 > 0:36:13has to be accessible to everyone.
0:36:13 > 0:36:16And the technology certainly exists for retailers to make sure
0:36:16 > 0:36:19that their sites are up to scratch.
0:36:19 > 0:36:21- PHONE:- 'This image may contain six people.
0:36:21 > 0:36:24'Child. Close-up. Like.'
0:36:24 > 0:36:25Like.
0:36:25 > 0:36:28Social media giant Facebook is leading the way
0:36:28 > 0:36:30in creating sites that are easier to use
0:36:30 > 0:36:32for those with a visual impairment,
0:36:32 > 0:36:35using cutting-edge object recognition
0:36:35 > 0:36:39to automatically provide a description of an image.
0:36:39 > 0:36:41He's going to love it. You have no idea.
0:36:41 > 0:36:43This is amazing.
0:36:44 > 0:36:47And Barclays and HSBC have won awards
0:36:47 > 0:36:50for the accessibility of their websites.
0:36:50 > 0:36:53But when it comes to shopping online,
0:36:53 > 0:36:55things can still be hit and miss.
0:36:55 > 0:36:58So we invited Georgina to the Rip Off Britain office to put
0:36:58 > 0:37:03the websites of the five leading online retailers to the test.
0:37:03 > 0:37:05Georgina, it's great to see you again.
0:37:05 > 0:37:10Between them, Amazon, Tesco, Argos, John Lewis and Next
0:37:10 > 0:37:14generate a total of £12 billion of online sales.
0:37:14 > 0:37:19That's about a quarter of the UK's total online spend.
0:37:19 > 0:37:23But how much have they invested in making their sites accessible?
0:37:23 > 0:37:26Well, Georgina's going to put them through their paces,
0:37:26 > 0:37:30starting with Britain's largest supermarket, Tesco.
0:37:30 > 0:37:31Daily amount summary.
0:37:31 > 0:37:33- COMPUTER:- 'Heading level three. Energy.'
0:37:33 > 0:37:36- Energy.- 'Heading level three. Fat.' - Fat.
0:37:36 > 0:37:38'Heading level three. Saturates.'
0:37:38 > 0:37:40'Heading level two, description.'
0:37:40 > 0:37:43And then we come to a description.
0:37:43 > 0:37:44'Topped with fresh mashed potato...'
0:37:44 > 0:37:47- It does make you feel hungry when... - ANGELA LAUGHS
0:37:47 > 0:37:49Listening to the description.
0:37:49 > 0:37:53So Tesco gets a big thumbs up from Georgina.
0:37:53 > 0:37:56It's been years since I looked at the Tesco website and I was amazed.
0:37:56 > 0:38:02It just feels absolutely lovely for a screen reader to use that website.
0:38:02 > 0:38:04Next up, John Lewis.
0:38:04 > 0:38:08Last year, one in three of its sales took place online and
0:38:08 > 0:38:12though Georgina did find elements of its site accessible,
0:38:12 > 0:38:14overall it was that familiar problem -
0:38:14 > 0:38:17too many pictures and not enough text.
0:38:17 > 0:38:21It's a lot easier for them to put a photograph on.
0:38:21 > 0:38:24It just seems everyone's just cutting back on the text content
0:38:24 > 0:38:28and using pictures to sell the item.
0:38:28 > 0:38:31- And pictures are no good to you. - And pictures are no good to me.
0:38:31 > 0:38:35Let's see how she got on with Britain's biggest online retailer,
0:38:35 > 0:38:36Amazon.
0:38:36 > 0:38:39I do purchase a lot of things from Amazon
0:38:39 > 0:38:42but I do find it a frustrating website to actually use.
0:38:42 > 0:38:47- Just imagine I want to purchase this Android tablet.- Yeah.
0:38:47 > 0:38:52I do that and I think they scroll banners along the top
0:38:52 > 0:38:56and it causes the screen reader to jump down to the bottom of the page
0:38:56 > 0:38:59so it's about... Sometimes you have to be quite quick to..
0:38:59 > 0:39:01'Heading level... Heading level two, average...
0:39:01 > 0:39:03'Heading... Head... Heading level...'
0:39:03 > 0:39:05- I'm going up the page now. - Yes, you are.- Yeah.- Yeah.
0:39:05 > 0:39:07'Show results for... Heading level. Dialogue.'
0:39:07 > 0:39:09- Oh, it's gone back down to the bottom again.- Oh, right.
0:39:09 > 0:39:11I think I've gone to the description now.
0:39:11 > 0:39:14'Size name, nine inch vertical line. Product description.'
0:39:14 > 0:39:17But, you know, it's a lot of effort to get down to...
0:39:17 > 0:39:19You've really got to want to buy this product, haven't you,
0:39:19 > 0:39:21- and stick with it? - To be fair to Amazon,
0:39:21 > 0:39:24there's quite a lot of text information about this,
0:39:24 > 0:39:27you know, about its battery usage and that sort of thing
0:39:27 > 0:39:29so it's not too bad.
0:39:29 > 0:39:33That leaves just two of the top five online retailers.
0:39:33 > 0:39:37Argos, whose website Georgina did like,
0:39:37 > 0:39:39though she found its structure rather confusing,
0:39:39 > 0:39:43and Next which, of course, she's had trouble with before.
0:39:43 > 0:39:44She had another go,
0:39:44 > 0:39:48this time trying to buy something from the store's home department.
0:39:48 > 0:39:50But she failed again.
0:39:50 > 0:39:53And as for the clothes she'd been after when we first met...
0:39:53 > 0:39:58Well, I just tried again yesterday to try and buy that jumpsuit
0:39:58 > 0:40:02and I'm going to have to phone them up or pop in a store to do that.
0:40:02 > 0:40:06Georgina thinks retailers should prioritise what information
0:40:06 > 0:40:08they put on the site's front page
0:40:08 > 0:40:12and better anticipate the steps that someone visually impaired
0:40:12 > 0:40:15needs to take to make a purchase.
0:40:15 > 0:40:17And when we put her comments to the retailers
0:40:17 > 0:40:20whose sites she had difficulty navigating
0:40:20 > 0:40:22they were all very keen to put that right.
0:40:23 > 0:40:25Indeed, since we filmed with her,
0:40:25 > 0:40:29Georgina has met up with the team from Next to explain first-hand
0:40:29 > 0:40:33the issues that visually impaired website users can face.
0:40:33 > 0:40:35The store told us that the meeting was hugely positive
0:40:35 > 0:40:40and it plans to work with Georgina on these issues going forward.
0:40:40 > 0:40:44Meanwhile, Amazon advised that customers using assisted technology
0:40:44 > 0:40:47may find it more convenient to use its mobile site,
0:40:47 > 0:40:54easily accessed by adding "/mobile" to the end of its usual web address.
0:40:54 > 0:40:58And John Lewis told us it already works with specialist companies
0:40:58 > 0:41:01to check and improve the accessibility of its website
0:41:01 > 0:41:04but it's always looking to improve further
0:41:04 > 0:41:07and has taken Georgina's feedback on board.
0:41:07 > 0:41:10And Boohoo.com, the site Nia had trouble with,
0:41:10 > 0:41:12said it takes such feedback seriously
0:41:12 > 0:41:17and is constantly looking at ways to improve and develop.
0:41:17 > 0:41:20But Georgina feels that all online retailers
0:41:20 > 0:41:24should keep visually impaired users in mind from the outset
0:41:24 > 0:41:29so that, in line with the law, their sites are accessible to everyone.
0:41:29 > 0:41:34We certainly don't have the same choice as the sighted world
0:41:34 > 0:41:38so it's like trying to walk up an escalator the wrong way.
0:41:38 > 0:41:41That's just what it feels like, online shopping, most of the time.
0:41:48 > 0:41:50If you've got a story you'd like us to investigate
0:41:50 > 0:41:53then you can get in touch with us via our Facebook page,
0:41:53 > 0:41:56BBC Rip Off Britain.
0:41:56 > 0:41:57Our website, that's...
0:42:01 > 0:42:04Or if you'd like to send us an e-mail, our address is...
0:42:06 > 0:42:10And, of course, you can send a letter to our postal address.
0:42:21 > 0:42:24Well, I must say I find it totally astonishing that in a world
0:42:24 > 0:42:27where customer service is so important
0:42:27 > 0:42:29that companies still don't always make it easy for us
0:42:29 > 0:42:31to get the best deal,
0:42:31 > 0:42:34even when we're sure that they're the people we want to shop with
0:42:34 > 0:42:36because even if it's us who lose out in the short term,
0:42:36 > 0:42:39it's no good for them if we take our business elsewhere.
0:42:39 > 0:42:42Absolutely. And you know I found it incredible
0:42:42 > 0:42:46that some of those online shops were just so hard to navigate
0:42:46 > 0:42:49but with sight loss affecting so many people,
0:42:49 > 0:42:52it can only be a matter of time before retailers realise
0:42:52 > 0:42:56that potentially they are losing the custom of a huge number of people.
0:42:56 > 0:42:58And of course, what we hope is that today's film
0:42:58 > 0:43:01might help a little bit on that front too.
0:43:01 > 0:43:04Well, if you come across a company that seems better
0:43:04 > 0:43:06at making things complicated for you
0:43:06 > 0:43:08rather than trying to keep your custom
0:43:08 > 0:43:10then please do tell us about them.
0:43:10 > 0:43:12If it wasn't for your stories and experience
0:43:12 > 0:43:15we wouldn't be here, so keep them coming.
0:43:15 > 0:43:17But that's where we have to leave you for today.
0:43:17 > 0:43:20Thank you very much for joining us and until next time, from all of us,
0:43:20 > 0:43:22- goodbye.- Goodbye.- Bye-bye.