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 simply is not up to scratch.
0:00:12 > 0:00:15When you have to call them, it takes ages and somebody else
0:00:15 > 0:00:17answers the phone who pretty much doesn't know what you're saying.
0:00:17 > 0:00:22The customer is not benefiting and, no, I'm not getting value for money.
0:00:22 > 0:00:25You've 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 in 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 no-one 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 and I don't even know
0:00:42 > 0:00:45who it was that was scamming me.
0:00:45 > 0:00:48So, whether it's a blatant rip-off or a genuine mistake...
0:00:48 > 0:00:51We're here to find out why you're out of pocket
0:00:51 > 0:00:53and what you can do about it.
0:00:53 > 0:00:56Your stories, your money - this is...
0:00:58 > 0:01:01Hello and welcome to Rip-Off Britain where, as always,
0:01:01 > 0:01:05our team is busy reading your letters and e-mails
0:01:05 > 0:01:08to identify those stories that we would like to investigate next.
0:01:08 > 0:01:10And what's interesting about the ones
0:01:10 > 0:01:11that they've found for us today
0:01:11 > 0:01:13is that most of them involve situations that,
0:01:13 > 0:01:17for one reason or another, have left very large groups of people
0:01:17 > 0:01:19feeling thoroughly cheesed off.
0:01:19 > 0:01:20Cheesed off, indeed!
0:01:20 > 0:01:23But it always makes us sit up and take notice
0:01:23 > 0:01:27when more than just a few of you are telling us exactly the same thing.
0:01:27 > 0:01:28Now, in some of these instances,
0:01:28 > 0:01:31that's because there was a special event involved
0:01:31 > 0:01:33with months and months of planning and anticipation,
0:01:33 > 0:01:35not to mention all the saving up.
0:01:35 > 0:01:38But despite all of that, the people we've been talking to
0:01:38 > 0:01:41are adamant that they simply did not get what they paid for.
0:01:41 > 0:01:43And on top of the upset caused by that,
0:01:43 > 0:01:46they weren't having any luck getting their money back, either.
0:01:46 > 0:01:48Well, it's at times like that, of course,
0:01:48 > 0:01:51when we here at Rip-Off Britain try to step in and help.
0:01:51 > 0:01:53But in some of these cases,
0:01:53 > 0:01:56getting the lost money back is only half the battle because,
0:01:56 > 0:02:00as we're going to see, if the big day in question has already passed,
0:02:00 > 0:02:03there's very little that can be done to remedy the situation.
0:02:05 > 0:02:08Coming up - you can leave your hat on, but it wasn't
0:02:08 > 0:02:12so easy keeping the lights on at this outdoor Tom Jones concert.
0:02:13 > 0:02:16So, why haven't disappointed fans had their money back?
0:02:16 > 0:02:20- It was like someone had pulled the plug.- Everything just went black.
0:02:20 > 0:02:22Boomf!
0:02:22 > 0:02:26And it calls itself the UK's most liked driving school so, why,
0:02:26 > 0:02:28after their lessons were booked and paid for,
0:02:28 > 0:02:30are these drivers not yet on the road?
0:02:30 > 0:02:34This is now six months later and I've given up, really, to be honest.
0:02:34 > 0:02:37I don't think I'm ever going to see the money again.
0:02:40 > 0:02:43Now, there are concerts and there are CONCERTS.
0:02:43 > 0:02:45And for many music fans, the bigger the act
0:02:45 > 0:02:47and the more special the location,
0:02:47 > 0:02:51the more likely it is that they're going to want to snap up a ticket.
0:02:51 > 0:02:55But it seems that one particular and very eagerly anticipated performance
0:02:55 > 0:02:58hit something of a bum note for a lot of the people who had
0:02:58 > 0:03:03forked out to go there and while it's not unusual for any show
0:03:03 > 0:03:08to draw a few complaints, it is less common when the star of the show
0:03:08 > 0:03:11is one of the biggest names in the business.
0:03:16 > 0:03:18Each summer for the last nine years,
0:03:18 > 0:03:21Josephine and Chris from Rennington in Northumberland
0:03:21 > 0:03:23have headed down to nearby Alnwick Castle
0:03:23 > 0:03:28with their friends in the village to enjoy an open-air music concert.
0:03:28 > 0:03:32We take a picnic, we take it into the pastures at Alnwick Castle.
0:03:32 > 0:03:35- It starts round about five o'clock. - Yeah.
0:03:35 > 0:03:40We have something to eat, and then we dance, we listen to the music,
0:03:40 > 0:03:43and then we all go home on the bus again at ten o'clock.
0:03:43 > 0:03:45It's really good.
0:03:45 > 0:03:49And in 2015, anticipation for the event reached fever pitch
0:03:49 > 0:03:52when it was announced that none other than Tom Jones
0:03:52 > 0:03:55would be performing in the grounds of the castle.
0:03:55 > 0:03:57We were very excited.
0:03:57 > 0:03:59I remember sitting in a cafe and phoning all my friends, going,
0:03:59 > 0:04:01"Tom Jones is coming!
0:04:01 > 0:04:02"We've got to go!"
0:04:02 > 0:04:04# Sex bomb, sex bomb
0:04:04 > 0:04:06# You're my sex bomb
0:04:06 > 0:04:09# And, baby, you can turn me on... #
0:04:09 > 0:04:12And elsewhere, in Amble,
0:04:12 > 0:04:15the prospect of an appearance from the Welsh sex bomb was enough
0:04:15 > 0:04:18to persuade sisters Liz and Joan to part with £45 each
0:04:18 > 0:04:22for their first experience of a concert at Alnwick Castle.
0:04:22 > 0:04:25We just heard about it. "Oh, the atmosphere's brilliant,
0:04:25 > 0:04:26"you should go to one of these concerts."
0:04:26 > 0:04:29We were up for, like, loud music and bopping.
0:04:29 > 0:04:31Joan has problems with her mobility,
0:04:31 > 0:04:33but she still likes to get out as much as possible.
0:04:33 > 0:04:36Even though I've got MS, I don't like it to stop me doing things
0:04:36 > 0:04:39and I do other things like go to football matches at Newcastle
0:04:39 > 0:04:42and things like that, so it was just like, "Let's do it."
0:04:42 > 0:04:43Aye, let's do it.
0:04:45 > 0:04:47Chris spotted in the local newspaper
0:04:47 > 0:04:49that the promoters of this particular concert,
0:04:49 > 0:04:51Loose Cannon Events Management,
0:04:51 > 0:04:54had introduced different rules from those at the concerts
0:04:54 > 0:04:57they'd previously been to at this venue.
0:04:57 > 0:04:58It was by chance we found out
0:04:58 > 0:05:03that no food allowed within the venue area, within the event.
0:05:03 > 0:05:08That meant not just an end to their usual picnic, but,
0:05:08 > 0:05:09as they discovered on the day,
0:05:09 > 0:05:13concert goers couldn't even take in drinking water.
0:05:13 > 0:05:16I had a bottle of water and that was confiscated
0:05:16 > 0:05:18and that was not a good start.
0:05:18 > 0:05:20We even said to the lad on the gate, "Look, it's just water.
0:05:20 > 0:05:21"Do you want to test it?"
0:05:21 > 0:05:25In case he thought we were smuggling gin or something in.
0:05:25 > 0:05:28We were searched as we went in,
0:05:28 > 0:05:31which resulted in huge, huge long queues
0:05:31 > 0:05:35so we were waiting for about an hour to get in,
0:05:35 > 0:05:39so that made a lot of people, before the concert even started,
0:05:39 > 0:05:42really quite frustrated with it.
0:05:42 > 0:05:45And the disappointments continued when they got inside.
0:05:47 > 0:05:51Joan made her way to the front of the stage on her mobility scooter,
0:05:51 > 0:05:55only to be sent to the back of the crowd by the security staff.
0:05:55 > 0:05:59The lady actually said, "This is for standing people only,"
0:05:59 > 0:06:03which wasn't very good, you know.
0:06:03 > 0:06:06So, we had to go to the back and I think we were probably
0:06:06 > 0:06:10nearly as far back as anybody could be.
0:06:10 > 0:06:14Josephine and Chris also found themselves a long way from the stage
0:06:14 > 0:06:15where the sound was so poor,
0:06:15 > 0:06:18they could barely identify the supporting acts.
0:06:18 > 0:06:21Couldn't hear a thing. Couldn't hear a word.
0:06:21 > 0:06:23We didn't know who was on the stage.
0:06:23 > 0:06:27There were no screens at the side of the stage as there had been
0:06:27 > 0:06:30in previous years so we couldn't see the performer on the stage.
0:06:30 > 0:06:34And it didn't get any better when the man himself made his appearance.
0:06:34 > 0:06:36If you asked me what he was wearing,
0:06:36 > 0:06:38I couldn't tell you because we couldn't see.
0:06:38 > 0:06:42- We certainly couldn't have thrown anything on the stage!- No!
0:06:42 > 0:06:44- Not that we had planned to.- No.
0:06:44 > 0:06:47No, no!
0:06:47 > 0:06:49# And turn on the lights... #
0:06:49 > 0:06:54And, finally, after about 50 minutes, disaster struck.
0:06:56 > 0:06:59All the power went off.
0:06:59 > 0:07:03- Like if someone had just pulled the plug.- Everything just went black.
0:07:03 > 0:07:05- Boomf!- Yeah.
0:07:05 > 0:07:09The generators had blown, plunging everyone into darkness
0:07:09 > 0:07:12and the Welsh crooner was escorted off the stage.
0:07:12 > 0:07:16The manager came on and just said, "The concert is cancelled,"
0:07:16 > 0:07:18and Tom Jones just went out the back door.
0:07:18 > 0:07:22Leaving a crowd of about 8,000 people to make their way
0:07:22 > 0:07:25over the pitch-black fields to the green, green grass of home.
0:07:25 > 0:07:31And then you've got to find your way out, in darkness, to the main gate.
0:07:31 > 0:07:35There are cars moving across the field, there are...
0:07:35 > 0:07:37It was utter chaos.
0:07:37 > 0:07:42There are people carrying picnic equipment, babies, wheelchairs.
0:07:42 > 0:07:46That wasn't ideal for anybody, but especially not on a scooter.
0:07:46 > 0:07:47We did save a few people's lives
0:07:47 > 0:07:49because she had a light on her scooter
0:07:49 > 0:07:50so people were following her.
0:07:50 > 0:07:52Actually, by the time we got out of the pastures,
0:07:52 > 0:07:55we were a bit traumatised, weren't we?
0:07:55 > 0:08:00Local MP Anne-Marie Trevelyan was also at the concert that night
0:08:00 > 0:08:04and she's been campaigning ever since for her fellow music fans
0:08:04 > 0:08:06to get their money back.
0:08:06 > 0:08:09I feel very strongly that the punters who were there
0:08:09 > 0:08:12with their families and kids were short-changed.
0:08:12 > 0:08:14It was not what we all expected,
0:08:14 > 0:08:19it was a partial Tom Jones concert in a very unsafe environment
0:08:19 > 0:08:23with very unsatisfactory service provision
0:08:23 > 0:08:28and that was not what people paid a lot of money to go and see.
0:08:28 > 0:08:30But, unfortunately,
0:08:30 > 0:08:34there is no specific legal definition of how much
0:08:34 > 0:08:37has to go wrong at an event like this before the promoters
0:08:37 > 0:08:40have to refund the entrance fee so in this case,
0:08:40 > 0:08:44they haven't been keen to reimburse disappointed ticket holders.
0:08:44 > 0:08:48There was a proportion of the concert delivered
0:08:48 > 0:08:53and it was deemed that enough of it had been produced and given to us
0:08:53 > 0:08:57as the viewers that they'd met their obligation.
0:08:57 > 0:09:01Now, Tom Jones did put a message on his website apologising
0:09:01 > 0:09:03for the abrupt end to his concert,
0:09:03 > 0:09:06but Anne-Marie and the other disappointed ticket holders
0:09:06 > 0:09:08are in no way blaming him.
0:09:08 > 0:09:12And as the MP has continued her efforts to secure some sort
0:09:12 > 0:09:16of redress, she has managed to get refunds for many of the people
0:09:16 > 0:09:19who bought their tickets using their credit cards
0:09:19 > 0:09:23as, under consumer law, the credit card provider is jointly liable
0:09:23 > 0:09:25if you don't get what you've paid for.
0:09:25 > 0:09:28Several hundred people who I'd been in contact with
0:09:28 > 0:09:29were able eventually to get their money back,
0:09:29 > 0:09:32or a good proportion of it, through their credit card companies.
0:09:32 > 0:09:35But people who didn't pay that way,
0:09:35 > 0:09:37which I'm afraid includes both Josephine and Chris
0:09:37 > 0:09:39and Liz and Joan,
0:09:39 > 0:09:42haven't received a penny back from promoters Loose Cannon.
0:09:42 > 0:09:44The concert went wrong on the night.
0:09:44 > 0:09:49These things happen, but no-one's taking any responsibility.
0:09:49 > 0:09:52No-one's said, "That was my fault.
0:09:52 > 0:09:53"We're going to organise something else,
0:09:53 > 0:09:57"we're going to give you your money back." No-one's said anything.
0:09:57 > 0:09:59And, unfortunately, they still haven't
0:09:59 > 0:10:01because despite us putting all of this
0:10:01 > 0:10:05to the concert promoters Loose Cannon Events Management,
0:10:05 > 0:10:07we didn't receive a response.
0:10:07 > 0:10:11We did, however, also contact Northumberland County Council.
0:10:11 > 0:10:13It told us that it's carried out
0:10:13 > 0:10:16a long and detailed investigation into the organisation,
0:10:16 > 0:10:20licensing and management of the concert and, as a result,
0:10:20 > 0:10:23issued advisory letters to the event organisers
0:10:23 > 0:10:24and a number of other parties
0:10:24 > 0:10:28regarding their responsibilities over any future events.
0:10:28 > 0:10:31But the council went on to say that while it understands
0:10:31 > 0:10:33the frustrations of concert goers...
0:10:37 > 0:10:40That's yet another disappointment for the Tom Jones fans
0:10:40 > 0:10:44who feel so let down and indeed for regular visitors
0:10:44 > 0:10:48to Alnwick Castle, Josephine and Chris, who'd be rather more wary
0:10:48 > 0:10:51of splashing out on similar concerts in the future.
0:10:51 > 0:10:53If they do have another event,
0:10:53 > 0:10:56we're going to have to make sure that we know everything,
0:10:56 > 0:10:59you know, it ticks all the boxes that we want
0:10:59 > 0:11:00before we buy the ticket.
0:11:00 > 0:11:03And while Liz and Joan haven't been put off
0:11:03 > 0:11:06visiting an open-air concert, they will make sure that next time,
0:11:06 > 0:11:09they pay for it in the way that leaves their money protected
0:11:09 > 0:11:10should things go wrong.
0:11:10 > 0:11:13We'll certainly look into going to another one,
0:11:13 > 0:11:17but make sure we get everything right before we go
0:11:17 > 0:11:19and pay on our credit card and we'll get our money back!
0:11:19 > 0:11:21Yeah, cos we didn't.
0:11:28 > 0:11:32Passing your driving test is one of those watershed moments in life
0:11:32 > 0:11:35and that's the case whether you're 17 or 70.
0:11:35 > 0:11:37You've probably spent weeks or months,
0:11:37 > 0:11:41not to mention hundreds of pounds, honing your skills behind the wheel
0:11:41 > 0:11:45before finally taking that nerve-racking test.
0:11:45 > 0:11:48But the people in our next film never even got as far as that
0:11:48 > 0:11:51because the company they chose to learn with,
0:11:51 > 0:11:54which claimed to be the most liked driving school in the business,
0:11:54 > 0:11:57sometimes didn't even give them their first lesson
0:11:57 > 0:12:00and, effectively, just drove off with their cash.
0:12:00 > 0:12:02CAR ENGINE STARTS
0:12:02 > 0:12:06Taking driving lessons can be a nerve-racking experience
0:12:06 > 0:12:08for rookie drivers.
0:12:08 > 0:12:11At the very beginning, even the basics can be hard to master,
0:12:11 > 0:12:12like stopping.
0:12:14 > 0:12:17- I did that too fast.- So, it needs to be just a bit gentler.
0:12:17 > 0:12:21- Starting again. - Now, off your brake.- Off.
0:12:21 > 0:12:23And, of course, learning to control the clutch.
0:12:23 > 0:12:26- ENGINE GROWLS - Whoa! It's very finicky, yeah.
0:12:26 > 0:12:29All of which 17-year-old Charlie Young is just starting
0:12:29 > 0:12:31to get his head around.
0:12:31 > 0:12:34Come back over to the left a little bit.
0:12:35 > 0:12:38Today is his first-ever driving lesson,
0:12:38 > 0:12:41- as you may have already guessed. - Clutch up.
0:12:41 > 0:12:43- Straighten up the steering. - Oh, what have I done there?
0:12:43 > 0:12:45Who knows?
0:12:45 > 0:12:48And like most young men his age, he can't wait to get behind the wheel.
0:12:48 > 0:12:51What appeals about learning to drive
0:12:51 > 0:12:54is the freedom that it provides to, like, do what you want,
0:12:54 > 0:12:58drive where you want with who and it also gives you independence.
0:12:58 > 0:13:02The lessons were a birthday present from Charlie's mum Melanie.
0:13:02 > 0:13:05He just couldn't wait for his birthday to come,
0:13:05 > 0:13:08for his provisional to arrive and just to start learning to drive,
0:13:08 > 0:13:12to get out into the big, wide world and be himself.
0:13:13 > 0:13:16But the lessons Charlie's taking today
0:13:16 > 0:13:18aren't the first ones Melanie forked out for.
0:13:18 > 0:13:22In May, she signed Charlie up with a firm called Drive Dynamics,
0:13:22 > 0:13:24which describes itself as...
0:13:26 > 0:13:30And when Melanie checked out its website, she was impressed.
0:13:30 > 0:13:33It's the competitive prices that draws you in first of all.
0:13:33 > 0:13:35The testimonials all looked really good.
0:13:35 > 0:13:38They post pictures of people who have passed their tests
0:13:38 > 0:13:42and the fact that you can pay for the practical test as well
0:13:42 > 0:13:48and they keep a couple of lessons back out the package for test week
0:13:48 > 0:13:50so you think, "OK, everything's geared up for that test.
0:13:50 > 0:13:52"That's what they're aiming for."
0:13:52 > 0:13:58Melanie paid £378 for 20 lessons and a theory test
0:13:58 > 0:14:01and Drive Dynamics told her a local instructor would be in touch
0:14:01 > 0:14:04in the next five days to book Charlie's first lesson.
0:14:04 > 0:14:06But that call never came,
0:14:06 > 0:14:10despite Melanie e-mailing and phoning the company about the delay.
0:14:10 > 0:14:14Meanwhile, Charlie was getting desperate to start driving.
0:14:14 > 0:14:16So, with no response after more than a week,
0:14:16 > 0:14:19Melanie e-mailed and asked for her money back.
0:14:19 > 0:14:21I didn't want to deal with a company that I had to chase
0:14:21 > 0:14:25for a service that I'd paid for. I heard nothing back.
0:14:25 > 0:14:30I e-mailed them again. A few days later, I telephoned them.
0:14:30 > 0:14:33I spoke to somebody in customer services
0:14:33 > 0:14:36who said that somebody should call me back.
0:14:36 > 0:14:39But Melanie had no joy getting either her refund or the lessons
0:14:39 > 0:14:43she'd paid for despite some very determined efforts.
0:14:44 > 0:14:46I've sent over 90 e-mails now.
0:14:46 > 0:14:51Meanwhile, Charlie was no further down the road to passing his test.
0:14:51 > 0:14:55I am rather disappointed about the situation, because, by just taking
0:14:55 > 0:15:01the money and not providing the lessons in return, it's not right.
0:15:02 > 0:15:03Well, Melanie and Charlie
0:15:03 > 0:15:07are far from the only Drive Dynamics customers we've heard about
0:15:07 > 0:15:10whose lessons never even got into first gear.
0:15:10 > 0:15:12Plenty of other people didn't get them either,
0:15:12 > 0:15:15despite the company being paid upfront -
0:15:15 > 0:15:17among them, Terri Hughes from Derby.
0:15:17 > 0:15:21Like Charlie, she got a course of driving lessons as a present -
0:15:21 > 0:15:24this time for Christmas from her dad.
0:15:24 > 0:15:27She was desperate to expand her small fashion and jewellery business
0:15:27 > 0:15:31and needed to drive in order to meet clients and suppliers.
0:15:31 > 0:15:34It's one thing to just send them an e-mail and say,
0:15:34 > 0:15:35"Hey, look at my collection."
0:15:35 > 0:15:39But it's another thing to actually be there in front of them
0:15:39 > 0:15:43showing them it and being able to answer their questions directly,
0:15:43 > 0:15:45and they can actually feel the fabrics and feel the clothing
0:15:45 > 0:15:47and see the quality of it.
0:15:47 > 0:15:49So, Terri used the money from her dad to book
0:15:49 > 0:15:52a course of ten lessons from Drive Dynamics -
0:15:52 > 0:15:54again after being impressed by the low prices
0:15:54 > 0:15:58and positive reviews she saw on the company's website.
0:15:58 > 0:16:03So, I booked a group of ten lessons with a theory test included.
0:16:03 > 0:16:05I paid straightaway
0:16:05 > 0:16:08and then got an e-mail straightaway from them as well saying,
0:16:08 > 0:16:11"Thank you for booking with us.
0:16:11 > 0:16:12"We'll be in touch with you soon
0:16:12 > 0:16:15"once we've allocated you an instructor."
0:16:15 > 0:16:18Obviously, I was excited, thinking, "Great, I've booked my lessons.
0:16:18 > 0:16:21"They're going to be in touch with me soon, within a few days,
0:16:21 > 0:16:23"and I'll be on the road soon."
0:16:23 > 0:16:27But a week passed with no further word from Drive Dynamics,
0:16:27 > 0:16:30so Terri gave the company a call.
0:16:30 > 0:16:31So, I just said to him,
0:16:31 > 0:16:36"I've booked my lessons and had a confirmation, so I know it's booked.
0:16:36 > 0:16:38"The money has been taken
0:16:38 > 0:16:40"so I was just wondering what's going to happen.
0:16:40 > 0:16:43"When am I going to hear from my instructor?
0:16:43 > 0:16:46"When do I get to book my lessons in?"
0:16:46 > 0:16:48And he just reassured me.
0:16:48 > 0:16:52He said, "Not to worry. It takes a few days for the funds to clear.
0:16:52 > 0:16:55"Once the funds have cleared, we'll be in touch."
0:16:55 > 0:16:59Terri thought that a little odd because she knew the funds
0:16:59 > 0:17:02had cleared already, but she gave Drive Dynamics
0:17:02 > 0:17:05the benefit of the doubt and waited a few more days
0:17:05 > 0:17:07before calling and e-mailing again.
0:17:07 > 0:17:10But the company didn't bother to respond, even when she'd
0:17:10 > 0:17:14abandoned hope of getting the lessons and just wanted a refund.
0:17:14 > 0:17:19This is now six months later and I've given up, really, to be honest.
0:17:19 > 0:17:21I don't think I'm ever going to see the money again.
0:17:21 > 0:17:26Terri felt that Drive Dynamics had washed their hands of her,
0:17:26 > 0:17:29and one possible explanation for why that might be
0:17:29 > 0:17:31can be found in its terms and conditions,
0:17:31 > 0:17:34because, even though customers pay the company directly
0:17:34 > 0:17:38for upcoming lessons, it's claimed that their contracts
0:17:38 > 0:17:41are actually with the independent driving instructor
0:17:41 > 0:17:43Drive Dynamics appoints to teach them,
0:17:43 > 0:17:45and if, for whatever reason,
0:17:45 > 0:17:48those instructors choose not to get in touch,
0:17:48 > 0:17:50the wannabe learner is left high and dry,
0:17:50 > 0:17:53having paid upfront for their lessons.
0:17:53 > 0:17:56I just didn't understand why they wouldn't even tell me
0:17:56 > 0:18:00what was happening with it and what they were doing with my money.
0:18:00 > 0:18:02It was so frustrating.
0:18:02 > 0:18:04When their refund requests went unanswered,
0:18:04 > 0:18:08both Melanie and Terri did a bit of digging into Drive Dynamics.
0:18:08 > 0:18:10Although they'd both checked out the reviews
0:18:10 > 0:18:12on the company's own website,
0:18:12 > 0:18:15neither had looked into the host of mainly negative reviews
0:18:15 > 0:18:17found elsewhere online.
0:18:17 > 0:18:20Since this experience, I have looked online.
0:18:20 > 0:18:24I've looked closer into more reviews and they're awful.
0:18:24 > 0:18:26I wish I had done this before.
0:18:26 > 0:18:29But there's so many people out there that have had bad experiences
0:18:29 > 0:18:31that are also waiting for their money back.
0:18:31 > 0:18:33I wish I had checked with them first,
0:18:33 > 0:18:35because I wouldn't have touched them.
0:18:35 > 0:18:38I was really frustrated with myself
0:18:38 > 0:18:41that I'd stupidly just fallen for the good reviews
0:18:41 > 0:18:44that they had on their own website
0:18:44 > 0:18:47and didn't actually bother to search anywhere else,
0:18:47 > 0:18:50so I blame myself a bit for being so naive.
0:18:51 > 0:18:53When we looked further into Drive Dynamics,
0:18:53 > 0:18:57we found that all isn't quite as it seems, because, for one thing,
0:18:57 > 0:19:00the company that used to operate as Drive Dynamics,
0:19:00 > 0:19:05which was called Kan Kan Ltd, went into liquidation in July 2015,
0:19:05 > 0:19:08because it had too many debts to be a viable company.
0:19:08 > 0:19:10Before it was closed,
0:19:10 > 0:19:12the directors of that business set up a new one
0:19:12 > 0:19:15which also used the trading name Drive Dynamics,
0:19:15 > 0:19:19and it was this new company that Terri and Charlie thought
0:19:19 > 0:19:21they'd be having their lessons with.
0:19:21 > 0:19:23As a business owner myself,
0:19:23 > 0:19:26I would never treat customers the way that they've treated me,
0:19:26 > 0:19:30and I hope that they don't do it in the future.
0:19:30 > 0:19:32But when we contacted Drive Dynamics
0:19:32 > 0:19:34the company was keen to stress
0:19:34 > 0:19:37it had plenty of satisfied drivers, too.
0:19:37 > 0:19:39It told us that, each week, it handles...
0:19:44 > 0:19:48And it works hard to ensure clients get "a first-rate service."
0:19:48 > 0:19:50It's apologised for what it calls the "rare occasions"
0:19:50 > 0:19:53when it doesn't meet expectations,
0:19:53 > 0:19:56but says it's keen to learn from such experiences and
0:19:56 > 0:19:58has rolled out a "a raft of improvements"
0:19:58 > 0:20:01to its aftersales and customer care,
0:20:01 > 0:20:05in order to not just "enhance communications and response times",
0:20:05 > 0:20:10but also "rapidly reduce the timescale for refunds being made".
0:20:10 > 0:20:12And the good news is that both the cases we investigated
0:20:12 > 0:20:15have now received their money back in full.
0:20:15 > 0:20:17Back in Coventry,
0:20:17 > 0:20:19Terri says she'll be using the money to pay for lessons
0:20:19 > 0:20:20with a different company,
0:20:20 > 0:20:23so she can start getting her samples out
0:20:23 > 0:20:25to those all-important trade shows.
0:20:25 > 0:20:28Going ahead in the future with my business...
0:20:28 > 0:20:30I'm still determined to do it.
0:20:30 > 0:20:34Obviously, once I can drive, I'll be going at it as much as I can
0:20:34 > 0:20:36and doing as many events as possible.
0:20:37 > 0:20:41Meanwhile, Charlie is at last getting behind the wheel.
0:20:41 > 0:20:42It might be slow progress, but,
0:20:42 > 0:20:46however long or short the journey, half a mile or a thousand,
0:20:46 > 0:20:48it always starts the same way.
0:20:48 > 0:20:49Charlie, check your mirrors.
0:20:49 > 0:20:50- Check your blind spots. - No-one's there...
0:20:50 > 0:20:52Over your shoulder. Are we good?
0:20:52 > 0:20:54Signal that we're moving off.
0:20:54 > 0:20:57'I'm happy that I'm finally able to get on to the road'
0:20:57 > 0:21:01and actually start learning how to drive like the rest of my friends.
0:21:07 > 0:21:09Still to come on Rip-Off Britain...
0:21:09 > 0:21:12The wedding photographer who plenty of newlyweds say
0:21:12 > 0:21:16took money for pictures that she simply has not delivered.
0:21:16 > 0:21:20She can't go around doing this to a number of couples
0:21:20 > 0:21:23and ruining everybody's big day.
0:21:23 > 0:21:25She can't take away memories like that.
0:21:28 > 0:21:31Our pop-up shop is back, and, this time,
0:21:31 > 0:21:35we took our consumer advice clinic to Manchester's Trafford Centre.
0:21:37 > 0:21:40And, of course, our top team of experts pulled out the stops
0:21:40 > 0:21:43to try and solve your problems on the spot.
0:21:43 > 0:21:46- We think we can come up with a solution for you.- Thank you.
0:21:46 > 0:21:48No problem at all.
0:21:48 > 0:21:51Among those who came in for advice was Jennina.
0:21:51 > 0:21:55She came to see Trading Standards expert Sylvia Rook to talk about
0:21:55 > 0:21:59a rather expensive watch that turned out to be faulty.
0:22:00 > 0:22:02Hello, Jennina. How can I help you today?
0:22:02 > 0:22:05I've been having some problems returning my son's watch.
0:22:05 > 0:22:09Jennina had sent the watch off to be repaired, but, six months on,
0:22:09 > 0:22:11it still hasn't been returned,
0:22:11 > 0:22:15leaving her £325 out of pocket.
0:22:15 > 0:22:17It's extremely frustrating.
0:22:17 > 0:22:19I've had numerous conversations over the phone
0:22:19 > 0:22:21and I wasn't getting anywhere.
0:22:21 > 0:22:24- OK. And have you put anything in writing to them yet?- I have.
0:22:24 > 0:22:27- On many occasions.- To whom have you addressed the letter?
0:22:27 > 0:22:31- I've just basically e-mailed... - OK, so you've just done e-mail.
0:22:31 > 0:22:34The problem with e-mails is that anybody picks up an e-mail,
0:22:34 > 0:22:37different people see it, they don't link everything together,
0:22:37 > 0:22:40so what you now need to do is you need to put something in writing.
0:22:40 > 0:22:44Keep a copy of it. Send it recorded delivery, sending it to head office.
0:22:44 > 0:22:46You say exactly what was wrong, when you bought it,
0:22:46 > 0:22:49how much you paid for it, what the problem was,
0:22:49 > 0:22:51and you cannot understand
0:22:51 > 0:22:55how they could possibly not manage to repair this in a reasonable time.
0:22:55 > 0:22:58Send it to the chief executive's office. Go right to the top.
0:22:58 > 0:23:01Sylvia also advised sending a copy of her complaint letter
0:23:01 > 0:23:04to the manufacturer - a high-end designer label -
0:23:04 > 0:23:06to help further her case.
0:23:06 > 0:23:08If you don't get it back and you don't get it repaired,
0:23:08 > 0:23:11then you're going to have to start thinking about whether you can
0:23:11 > 0:23:13pursue them through the courts for the cost of the watch,
0:23:13 > 0:23:15- cos you don't have the watch any more.- No.
0:23:15 > 0:23:17- That's great advice.- Do you think that will help?- I do.
0:23:17 > 0:23:20- Thanks very much.- All right. Good luck.- Thank you.
0:23:20 > 0:23:23As always, the best bit of our two days at the shopping centre
0:23:23 > 0:23:26was meeting as many of you as we could.
0:23:26 > 0:23:29Oh, thank you. Do I get all of these?
0:23:29 > 0:23:30Marvellous.
0:23:30 > 0:23:33And when Karen Goodwin heard about our pop-up shop,
0:23:33 > 0:23:36she was keen to book in for some expert advice
0:23:36 > 0:23:39on an expensive purchase that had gone badly wrong.
0:23:39 > 0:23:42On hand to help were solicitor Gary Rycroft
0:23:42 > 0:23:45and Martyn James from the Financial Ombudsman Service.
0:23:45 > 0:23:48So, Karen, I know that you've got a big problem with your kitchen,
0:23:48 > 0:23:51- haven't you?- Yep.- Would you like to tell them what happened?
0:23:51 > 0:23:57'Karen had initially been quoted around £5,000 for a new kitchen, including fitting.
0:23:57 > 0:23:59'The cost, however, then spiralled
0:23:59 > 0:24:01'to more than she'd planned to spend.'
0:24:02 > 0:24:05When we went to the showroom to sign up, he said,
0:24:05 > 0:24:08"It's going to cost nearly 9,000."
0:24:08 > 0:24:10But it was a kitchen that we wanted,
0:24:10 > 0:24:15so we decided to go for it on 12 months, interest free...
0:24:16 > 0:24:19'With a credit plan that made the purchase feasible,
0:24:19 > 0:24:21'Karen paid the deposit of £895,
0:24:21 > 0:24:25'and - at first, at least - things went smoothly.'
0:24:25 > 0:24:28They came. They delivered the goods. Perfect.
0:24:28 > 0:24:33But, once they fitted the kitchen, it was just not acceptable.
0:24:33 > 0:24:36All the worktops weren't matching.
0:24:36 > 0:24:38They blamed it on the fitters,
0:24:38 > 0:24:42so they ordered a new lot of worktops,
0:24:42 > 0:24:47and again they didn't match, and then they refitted the worktops,
0:24:47 > 0:24:49and again they didn't match.
0:24:49 > 0:24:52Gosh, how many times was this, then? This is three times?
0:24:52 > 0:24:56I'm on to my fourth lot of worktops and I've still not got it fixed.
0:24:56 > 0:24:57Outrageous, isn't it?
0:24:57 > 0:25:01This has just been a series of disasters, really, hasn't it?
0:25:01 > 0:25:03'But Martyn says that, because Karen entered into
0:25:03 > 0:25:05'a credit arrangement to finance the kitchen,
0:25:05 > 0:25:09'she may have extra rights now that things aren't up to scratch.'
0:25:09 > 0:25:11Often with credit agreements,
0:25:11 > 0:25:14the default setting for many providers of these services
0:25:14 > 0:25:16is to just try to repair and replace,
0:25:16 > 0:25:21but I think sometimes you just need someone pragmatic to step in and go,
0:25:21 > 0:25:23"This isn't working. Let's just call it quits."
0:25:23 > 0:25:26So, let's get on the phone to the credit provider.
0:25:26 > 0:25:30'Gary's also confident that Karen has a good case,
0:25:30 > 0:25:32'and he thinks she may have legal expenses cover
0:25:32 > 0:25:34'through her buildings insurance,
0:25:34 > 0:25:37'which would make pursuing the company through the courts
0:25:37 > 0:25:40'a realistic and affordable option.'
0:25:40 > 0:25:42The legal position seems really, really clear,
0:25:42 > 0:25:47and you've got good evidence here of the fact that you do not have
0:25:47 > 0:25:49a kitchen that is of satisfactory quality,
0:25:49 > 0:25:53so you do have a valid legal claim.
0:25:53 > 0:25:54Yeah, definitely.
0:25:54 > 0:25:56- Lovely to meet you.- Thank you.
0:25:56 > 0:26:00Since then, the company has agreed to pay for another new worktop,
0:26:00 > 0:26:02and they've reimbursed Karen
0:26:02 > 0:26:05for some damage that the installers caused,
0:26:05 > 0:26:07but, still not completely happy,
0:26:07 > 0:26:09Karen's asked the Financial Ombudsman Service
0:26:09 > 0:26:12to review her case and she's waiting for a final decision.
0:26:13 > 0:26:16Now, in between all the advice at our pop-up shop,
0:26:16 > 0:26:18we always make time for a photo or a chat.
0:26:21 > 0:26:24'But, when we met Steve and Pam, we also seized the opportunity
0:26:24 > 0:26:27'to share some particularly useful tips
0:26:27 > 0:26:30'from Trading Standards expert Sylvia Rook.'
0:26:30 > 0:26:34- Can I just ask you both, have you ever bought a second-hand car?- Yes.
0:26:34 > 0:26:36- When?- Um, about two weeks ago.
0:26:36 > 0:26:38We actually went to get some new tyres for my car,
0:26:38 > 0:26:41and, while we were waiting for the tyres to be fitted,
0:26:41 > 0:26:44- Pam went and bought a new car. - Bought a new car?
0:26:44 > 0:26:46THEY LAUGH
0:26:46 > 0:26:48Expensive tyres.
0:26:48 > 0:26:50Do you reckon you know all of your rights
0:26:50 > 0:26:54- with regard to that car and how you bought it?- No, probably not.- No.
0:26:54 > 0:26:56Well, you see, this lady is called Sylvia Rook,
0:26:56 > 0:26:58- and she's from Trading Standards. - Hello.- Hello.
0:26:58 > 0:27:02- And she knows all the answers. - How did you pay?- Debit card.
0:27:02 > 0:27:03I would recommend,
0:27:03 > 0:27:06if you have a credit card, and you can pay it off,
0:27:06 > 0:27:07that you put it on a credit card,
0:27:07 > 0:27:09cos, if you have a problem with the car
0:27:09 > 0:27:12and the garage won't sort it, the credit card company has to.
0:27:12 > 0:27:14Even down to just putting a pound on your credit card,
0:27:14 > 0:27:16the credit card company takes responsibility.
0:27:16 > 0:27:19So, that gives you extra protection...
0:27:19 > 0:27:21I think that's something a lot of people probably don't know.
0:27:21 > 0:27:23They think they have to pay for it all in full.
0:27:23 > 0:27:26- That is very interesting.- Well, I'm glad we've been able to help.
0:27:26 > 0:27:27Thank you very much.
0:27:30 > 0:27:32Now, it might be a cliche, but - for me, at least -
0:27:32 > 0:27:35it really is true that your wedding day
0:27:35 > 0:27:37is one of the happiest days of your life -
0:27:37 > 0:27:40even if, over the years, you end up having more than one of them -
0:27:40 > 0:27:43and, with the pictures being one of the few parts of the day
0:27:43 > 0:27:44that WILL last forever,
0:27:44 > 0:27:47it's vital that you choose a photographer you trust
0:27:47 > 0:27:48to get it right.
0:27:48 > 0:27:50But when the couple in our next film -
0:27:50 > 0:27:53not to mention the many other brides and grooms we've heard from -
0:27:53 > 0:27:57chose a professional to capture all those memories of their big day,
0:27:57 > 0:28:00I'm afraid the lasting memories they ended up with
0:28:00 > 0:28:03were the opposite of what they'd really hoped for.
0:28:04 > 0:28:06Traditional Asian weddings
0:28:06 > 0:28:10can be some of the most elaborate and colourful marriage ceremonies
0:28:10 > 0:28:11celebrated in the UK,
0:28:11 > 0:28:13but, however wonderful the day itself is,
0:28:13 > 0:28:16most couples are going to want a wedding album
0:28:16 > 0:28:19to look back and relive every detail and every memory,
0:28:19 > 0:28:22especially if that's what they've paid for.
0:28:22 > 0:28:25But that's not how Sarah and Noah say things turned out for them,
0:28:25 > 0:28:29after tying the knot back in 2014 in Stoke-on-Trent.
0:28:30 > 0:28:36We had a guest list of 1,200 people and it was a huge wedding.
0:28:36 > 0:28:38We had people from all over the country.
0:28:42 > 0:28:46The couple were first introduced to each other back in July 2013
0:28:46 > 0:28:50by their parents, and, within three months, the wedding date was booked,
0:28:50 > 0:28:54and Sarah began planning what she hoped would be the perfect day.
0:28:54 > 0:28:58I think, for anybody, their wedding is the biggest day of their life.
0:28:58 > 0:29:01It's something that they absolutely look forward to.
0:29:02 > 0:29:04As you know, any big wedding comes with
0:29:04 > 0:29:08a hefty price tag and paying for a top-notch wedding photographer
0:29:08 > 0:29:12is always one of the costliest parts of any bride's big day.
0:29:12 > 0:29:15I wanted to get the right photographer
0:29:15 > 0:29:19because it's really important to get every moment captured
0:29:19 > 0:29:21and to have somebody who knows how to do the job,
0:29:21 > 0:29:24so you've got those memories forever.
0:29:24 > 0:29:27With such a grand wedding planned,
0:29:27 > 0:29:29it was very important for Sarah that she had a photographer,
0:29:29 > 0:29:33not just of the highest calibre, but who also knew of the intricacies
0:29:33 > 0:29:37of Sarah's and Noah's traditional Muslim ceremony.
0:29:37 > 0:29:40And when they came across Sharan Sandhu online,
0:29:40 > 0:29:43Sarah was convinced that she was spot-on for the job.
0:29:44 > 0:29:47On her website, the portfolios, the pictures,
0:29:47 > 0:29:50the short entries of videos, it really looks like
0:29:50 > 0:29:53it was something that she's very, very good at.
0:29:53 > 0:29:57I was expecting a really high standard service from her.
0:29:57 > 0:30:00The package would include DVDs of highlights
0:30:00 > 0:30:04of both the pre-marriage mehndi and, of course, the wedding itself,
0:30:04 > 0:30:07plus specially printed photo albums, but, of course,
0:30:07 > 0:30:10it would all come at a price.
0:30:10 > 0:30:13Over some negotiation, we agreed to £1,200.
0:30:13 > 0:30:16I thought it was something that, it was certainly dear,
0:30:16 > 0:30:19but I'd get value for my money.
0:30:20 > 0:30:22After months of preparation,
0:30:22 > 0:30:25Sarah and Noah's wedding day finally arrived.
0:30:25 > 0:30:28I was looking my absolute best and my whole family was there
0:30:28 > 0:30:31and everything was perfect.
0:30:31 > 0:30:33The photographer certainly made me feel
0:30:33 > 0:30:35like it's the best day of my life
0:30:35 > 0:30:38and I've got it for a lifetime to look back at and remember.
0:30:38 > 0:30:41Well, that was how things were supposed to work out.
0:30:41 > 0:30:44Sarah just couldn't wait to see the professional pictures from Sharan,
0:30:44 > 0:30:46which she had been promised
0:30:46 > 0:30:48would be uploaded to a website two weeks later,
0:30:48 > 0:30:51so that she and Noah could choose the shots they wanted.
0:30:51 > 0:30:54We thought, "We'll settle down, we'll have a look at the pictures,
0:30:54 > 0:30:57"the videos, see who was there, see what we're looking like,
0:30:57 > 0:31:00"the poses, the food, the lights, everything."
0:31:00 > 0:31:03However, the first hitch came when it took not two weeks,
0:31:03 > 0:31:07but two months, for the photographs to be uploaded.
0:31:07 > 0:31:10She uploaded some pictures onto a website,
0:31:10 > 0:31:14said, "Pick what you want and then I'll send out the albums."
0:31:14 > 0:31:18Finally, Sarah and Noah were able to look back on their wedding day,
0:31:18 > 0:31:21without having to rely on their relatives' snaps.
0:31:21 > 0:31:23The professional photographs brought memories flooding back,
0:31:23 > 0:31:27but the couple say before they had sufficient time to select the ones
0:31:27 > 0:31:31they wanted for their albums, the site simply disappeared.
0:31:31 > 0:31:36So, despite paying £1,200 for three albums and DVDs of the wedding,
0:31:36 > 0:31:40they just didn't have anything to show for it and Sarah says
0:31:40 > 0:31:44when she chased the photographer up, she struggled to get in touch.
0:31:44 > 0:31:48Initially I thought, you know, it... She might be busy with other events.
0:31:48 > 0:31:52I then started to text her, e-mail her, phone her,
0:31:52 > 0:31:56leave voicemails and when she repeatedly failed to contact me,
0:31:56 > 0:31:59I started to get a little bit worried and I thought,
0:31:59 > 0:32:01"Something's going wrong."
0:32:01 > 0:32:03So, frustrated with all the toing and froing,
0:32:03 > 0:32:07Sarah started looking into reviews of the photographer online
0:32:07 > 0:32:09and was alarmed to see other couples
0:32:09 > 0:32:12who appear to have had similar difficulties.
0:32:12 > 0:32:16I found a lot of other couples who were also in the same position as me
0:32:16 > 0:32:18and that's when it started to...
0:32:18 > 0:32:21you know, the questions started to arise.
0:32:21 > 0:32:25Sarah continued to chase Sharan and finally, some months later,
0:32:25 > 0:32:27after more hassles and delays,
0:32:27 > 0:32:31the photographer did send the couple their photos and their wedding DVDs,
0:32:31 > 0:32:33but the photos were on a CD-ROM,
0:32:33 > 0:32:37not the printed albums that Sarah and Noah had paid for,
0:32:37 > 0:32:41and the wedding videos, well, they wouldn't play properly.
0:32:41 > 0:32:43And it wasn't until March 2016,
0:32:43 > 0:32:45two years after the wedding,
0:32:45 > 0:32:49that DVDs that Sarah was able to watch finally arrived
0:32:49 > 0:32:53and, despite the long wait, she was happy to, at last, have something
0:32:53 > 0:32:54to show her family and friends.
0:32:56 > 0:33:01Getting the two DVDs after so long felt as though,
0:33:01 > 0:33:04"At least I've got a video to show."
0:33:04 > 0:33:06But two and a half years after the wedding,
0:33:06 > 0:33:08they still haven't got everything they paid for.
0:33:08 > 0:33:13As yet, there remains no sign of the wedding albums they were promised.
0:33:13 > 0:33:16We still haven't got anything close to what we should have.
0:33:16 > 0:33:19We should never have had this nightmare.
0:33:19 > 0:33:22And, for Sarah, there's another reason why she feels what
0:33:22 > 0:33:24they have just came too late.
0:33:24 > 0:33:28One of the worst things that did happen is that the...
0:33:28 > 0:33:31my videos and the photos, my grandma, my nan,
0:33:31 > 0:33:32were not able to see.
0:33:32 > 0:33:36They were the key people at the wedding as well as my family,
0:33:36 > 0:33:39but it's something that I really would have liked them to see
0:33:39 > 0:33:41before they passed on.
0:33:41 > 0:33:43And, sadly, they didn't.
0:33:43 > 0:33:46We've spoken to several other brides who say they had
0:33:46 > 0:33:50the same erratic service after choosing Sharan Sandhu
0:33:50 > 0:33:52to capture their big day.
0:33:52 > 0:33:56Bejali and her husband Bahrad paid £4,500
0:33:56 > 0:33:58for photos and videos of their wedding,
0:33:58 > 0:34:01but they, too, say they haven't received everything they expected.
0:34:16 > 0:34:19Nosheen and Shazad paid Sharan Sandhu £2,000
0:34:19 > 0:34:21to film and edit their wedding video,
0:34:21 > 0:34:25but it took 15 months and the threat of legal action
0:34:25 > 0:34:29before the photographer handed over the unedited footage.
0:34:31 > 0:34:33When we contacted Sharan Sandhu,
0:34:33 > 0:34:36she disputed most of what her customers had told us
0:34:36 > 0:34:38and totally denied failing
0:34:38 > 0:34:41to deliver photographs and videos to these couples.
0:34:41 > 0:34:43In the case of Sarah and Noah, in particular,
0:34:43 > 0:34:47she told us that she was waiting for the couple to confirm the photos
0:34:47 > 0:34:50they wanted in their albums before the order could be completed.
0:34:52 > 0:34:56But Sarah says the photos were taken down from Sharan Sandhu's website
0:34:56 > 0:34:59before she even had time to choose them.
0:35:00 > 0:35:02Since we filmed with her,
0:35:02 > 0:35:04Sarah told us that she and Sharan have reached an agreement
0:35:04 > 0:35:07and the matter is now resolved,
0:35:07 > 0:35:10but while the photographer's representatives might have hoped
0:35:10 > 0:35:12that that would mean we didn't feature the case,
0:35:12 > 0:35:16we can't forget how angry Sarah was when she first came to us.
0:35:16 > 0:35:21I think that what happened really dampened my mood.
0:35:21 > 0:35:24Being newly wed, you don't want to chase a photographer,
0:35:24 > 0:35:27you want to enjoy your first few months,
0:35:27 > 0:35:28or the year of being married,
0:35:28 > 0:35:30whereas I had to chase her
0:35:30 > 0:35:34and I constantly had it at the back of my mind
0:35:34 > 0:35:37that my images and the videos may never arrive.
0:35:44 > 0:35:46Back at our pop-up shop,
0:35:46 > 0:35:49it certainly felt that this year our team of experts was hearing
0:35:49 > 0:35:51more of your stories than ever before,
0:35:51 > 0:35:54so we can't blame our technology guru David McClelland
0:35:54 > 0:35:56for taking a quick breather.
0:35:57 > 0:35:59David, looks like as if you're having a break.
0:35:59 > 0:36:00Ah, I am, but I tell you what,
0:36:00 > 0:36:03I've not had a rest for the whole of the pop-up shop.
0:36:03 > 0:36:06- Well, that's terrific.- I don't think we've ever been busier.- No.
0:36:06 > 0:36:08I certainly haven't been as busy as I have in the last few days.
0:36:08 > 0:36:11What sort of things have people been coming in with?
0:36:11 > 0:36:13A lot of people have been complaining about spam.
0:36:13 > 0:36:17I think this is where we have a real issue. The UK, in particular,
0:36:17 > 0:36:21- is receiving more phishing e-mails, targeted e-mails...- Why is that?
0:36:21 > 0:36:23- ..than any other country at the moment.- Why do you think that is?
0:36:23 > 0:36:27Your guess is as good as mine, but the facts are absolutely there.
0:36:27 > 0:36:30We are more likely, in Britain, to be targeted by fraudsters
0:36:30 > 0:36:33by any electronic means than any other country.
0:36:33 > 0:36:35And it was exactly those sort of e-mails
0:36:35 > 0:36:37that were worrying Rod and Elaine.
0:36:37 > 0:36:41Rod's seen a huge increase in the spam messages he's getting
0:36:41 > 0:36:43and he's been particularly confused by the ones
0:36:43 > 0:36:45that appear to have been sent by himself.
0:36:45 > 0:36:48I'm getting a heck of a lot of spam, I am. 100 on there.
0:36:48 > 0:36:50You're getting that many?
0:36:50 > 0:36:52And the ones that concern me are the ones that are from me,
0:36:52 > 0:36:55as though I've sent this e-mail and I haven't.
0:36:55 > 0:36:59Any ideas at all about why he's getting spam from himself?
0:36:59 > 0:37:02The reason that the scammers will use your own contact details is
0:37:02 > 0:37:04because if you're receiving that,
0:37:04 > 0:37:06you're more likely to read it if it's from somebody who you know.
0:37:06 > 0:37:09So, it's in the scammers' interest to make the e-mails look
0:37:09 > 0:37:10as familiar as possible.
0:37:10 > 0:37:12And, of course, your own e-mail address
0:37:12 > 0:37:14can be very easy for spammers to track down.
0:37:14 > 0:37:16Unfortunately for you,
0:37:16 > 0:37:18and this is one of the more extreme cases that I've seen,
0:37:18 > 0:37:22your e-mail address appears to have made its way onto a number of lists
0:37:22 > 0:37:25and these lists are shared amongst spam networks
0:37:25 > 0:37:29and, as a result of that, you are being bombarded,
0:37:29 > 0:37:31- it's fair to say, isn't it?- Yes.
0:37:31 > 0:37:35I was just going to ask you how frustrating you find the situation.
0:37:35 > 0:37:37Well, it's just annoying.
0:37:37 > 0:37:39Certainly something that I would look at if I were you
0:37:39 > 0:37:44is to make sure that the antivirus on your computer is up to date,
0:37:44 > 0:37:46all security patches are up to date,
0:37:46 > 0:37:49because if your computer is infected, it could be exacerbating
0:37:49 > 0:37:53the problem by sending out spam on behalf of these spam networks.
0:37:53 > 0:37:57'David also recommends being doubly sure that your spam filters are on
0:37:57 > 0:38:01'and if that doesn't reduced the amount of junk mail received,
0:38:01 > 0:38:04'well, there is a more drastic measure Rod could take.'
0:38:04 > 0:38:05Try a new e-mail address.
0:38:05 > 0:38:08It's a bit of a pain to tell certain people that you've changed
0:38:08 > 0:38:11e-mail address, but keep both running for a little while
0:38:11 > 0:38:13and eventually gradually move over to the new one.
0:38:13 > 0:38:16'But in the end, David says that like the junk mail
0:38:16 > 0:38:19'that comes through your letterbox, spam e-mails in his inbox
0:38:19 > 0:38:22'may just be something that Rod has to accept.'
0:38:22 > 0:38:24It is a kind of a fact of life, of the age that we live in,
0:38:24 > 0:38:25and the fact that, you know,
0:38:25 > 0:38:27these fraudsters, these scammers, are out there.
0:38:27 > 0:38:29- I hope that's been of some use. - It really has.
0:38:29 > 0:38:32- Thank you very much indeed. - Thank you.- Thanks a lot, David.
0:38:32 > 0:38:33- Nice to see you.- Thank you, Gloria.
0:38:34 > 0:38:38And you can find more of David's tips for keeping your e-mails safe
0:38:38 > 0:38:39on our website. That's...
0:38:44 > 0:38:47Next in for some help was Dave Williams
0:38:47 > 0:38:51who came to see Martyn James from the Financial Ombudsman Service
0:38:51 > 0:38:54about a persistent case of mistaken identity.
0:38:54 > 0:38:58It all started about five and a half years ago
0:38:58 > 0:39:00when I noticed an error in my account
0:39:00 > 0:39:04and then it became evident that I was linked to another person.
0:39:04 > 0:39:08Dave's bank had another customer also called Dave Williams
0:39:08 > 0:39:09with the same date of birth
0:39:09 > 0:39:13and it had inadvertently confused their accounts.
0:39:13 > 0:39:15The trouble was the other Dave Williams's balance
0:39:15 > 0:39:18wasn't quite as healthy as this Dave's, which has had
0:39:18 > 0:39:22a very unfortunate knock-on effect on his credit rating.
0:39:23 > 0:39:24- He's had bad credit...- Yes.
0:39:24 > 0:39:30..I think from the beginning of the recession cos I could see
0:39:30 > 0:39:33all his finances on my credit file, so, basically,
0:39:33 > 0:39:35alarm bells started ringing.
0:39:35 > 0:39:38Although Dave asked his bank to update his details,
0:39:38 > 0:39:42almost six years on, that original mix-up is still haunting
0:39:42 > 0:39:45his financial records and, most recently,
0:39:45 > 0:39:48it got very serious with debt collectors chasing Dave
0:39:48 > 0:39:51for money that the other Dave Williams apparently owes.
0:39:52 > 0:39:55I was contacting these debt management companies saying,
0:39:55 > 0:39:57"Although my name is David Williams,
0:39:57 > 0:40:00"it's not the David Williams you're looking for."
0:40:00 > 0:40:02Despite many attempts to resolve the problem,
0:40:02 > 0:40:06he's getting desperate and he's concerned that debt collectors
0:40:06 > 0:40:08will start seizing his belongings to repay a debt
0:40:08 > 0:40:12that he just doesn't owe, but Martyn is confident he can help.
0:40:12 > 0:40:14We can deal with the debt collectors really easily,
0:40:14 > 0:40:18the debt managers, don't worry about the impact on your credit rating.
0:40:18 > 0:40:19We can get all of that sorted out.
0:40:19 > 0:40:21The most important thing is to make sure that this stops,
0:40:21 > 0:40:23once and for all.
0:40:23 > 0:40:26We can speak to the credit reference agencies and we can get them
0:40:26 > 0:40:30to put what's known as a letter of disassociation on your file
0:40:30 > 0:40:31and I think we'll also ask them
0:40:31 > 0:40:33to look at the impact that this has had on you.
0:40:33 > 0:40:37This is it. It's just... Well, it's not very good. We're not...
0:40:37 > 0:40:39Myself and my partner and my children
0:40:39 > 0:40:42are not in a really good position because of all this, really.
0:40:42 > 0:40:44I think you've been incredibly reasonable.
0:40:44 > 0:40:46I would be a lot more angry than you are.
0:40:46 > 0:40:50I've had my angry moments, but... it's not getting me nowhere.
0:40:50 > 0:40:52- Well, I'll get onto that first thing.- All right.
0:40:52 > 0:40:54- Thanks very much for coming in. - Thank you.
0:40:54 > 0:40:57- And, hopefully, you'll never have to speak to me ever again.- Yeah.
0:40:57 > 0:40:58Yeah, OK.
0:41:00 > 0:41:04Since we filmed with Dave, there's been some fantastic progress.
0:41:04 > 0:41:06Two of the banks involved with Dave's credit file,
0:41:06 > 0:41:09along with the debt collection agency wrongly chasing him for debts
0:41:09 > 0:41:11he didn't owe,
0:41:11 > 0:41:16have all paid out compensation to the tune of over £1,000 in total.
0:41:16 > 0:41:17And his own bank assures him
0:41:17 > 0:41:22it's done everything it can to make sure this doesn't happen again.
0:41:22 > 0:41:25So, while Dave will still be keeping a very close eye on his credit file,
0:41:25 > 0:41:29he feels much better now that Martyn's team has investigated
0:41:29 > 0:41:32and it's another great result from our pop-up shop.
0:41:38 > 0:41:40If you got a story you'd like us to investigate,
0:41:40 > 0:41:42then you can get in touch with us
0:41:42 > 0:41:45via our Facebook page "BBC Rip Off Britain",
0:41:45 > 0:41:50our website, bbc.co.uk/ripoffbritain
0:41:50 > 0:41:52or e-mail...
0:41:55 > 0:41:57..and, of course, you can always send us
0:41:57 > 0:42:00a letter to our postal address, which is...
0:42:12 > 0:42:15Not getting what you paid for is bad enough at the best of times,
0:42:15 > 0:42:18but when you've got so much riding on it,
0:42:18 > 0:42:20like your first driving lesson or a big event
0:42:20 > 0:42:22for which you've got such high hopes,
0:42:22 > 0:42:26well, it really is a kick in the teeth when it goes wrong, isn't it?
0:42:26 > 0:42:29It sure is and when your expectations are so high,
0:42:29 > 0:42:31even if you can get your money back,
0:42:31 > 0:42:33it doesn't really make up for what's gone wrong,
0:42:33 > 0:42:35so if you find yourself in a situation
0:42:35 > 0:42:37like any of the people in today's programme,
0:42:37 > 0:42:41then do please let us know because we all hate it when you lose out,
0:42:41 > 0:42:44but we do, of course, at the same time, hope that we can help.
0:42:44 > 0:42:46So, keep your letters coming.
0:42:46 > 0:42:49We really do appreciate every one of them and who knows?
0:42:49 > 0:42:50It could be your experience
0:42:50 > 0:42:53we're looking into in one of our future programmes.
0:42:53 > 0:42:55For now, though, that's where we have to leave it, so thank you
0:42:55 > 0:42:58very much for your company and we'll see you again very soon.
0:42:58 > 0:43:00- Till then, from all of us, goodbye.- Bye.- Goodbye.