0:00:02 > 0:00:03- JULIA SOMERVILLE:- 'We asked you to tell us
0:00:03 > 0:00:05'what's left you feeling ripped off
0:00:05 > 0:00:07'and you contacted us in your thousands.'
0:00:07 > 0:00:10- ANGELA RIPPON:- 'You've told us about the companies you think get it wrong
0:00:10 > 0:00:13'and the customer service that is simply not up to scratch.'
0:00:13 > 0:00:16They should be looking after their customers and they don't.
0:00:16 > 0:00:19Loyalty to the customers is a very low priority.
0:00:19 > 0:00:22GLORIA HUNNIFORD: 'You've asked us to track down the scammers
0:00:22 > 0:00:25'who stole your money and investigate the extra charges
0:00:25 > 0:00:26'you say are unfair.'
0:00:26 > 0:00:29Big companies, big corporations are more into the money and the numbers
0:00:29 > 0:00:31than they are about the people.
0:00:31 > 0:00:33'And when you've lost out but no-one else is to blame,
0:00:33 > 0:00:37'you've come to us to stop others falling into the same trap.'
0:00:37 > 0:00:40It genuinely feels like I'm getting ripped off.
0:00:40 > 0:00:44'So, whether it's a blatant rip-off or a genuine mistake...'
0:00:44 > 0:00:46'We're here to find out why you are out of pocket
0:00:46 > 0:00:49'and what you can do about it.'
0:00:49 > 0:00:52'Your stories, your money, this is Rip-Off Britain.'
0:00:55 > 0:00:58Hello, and welcome to Rip-Off Britain,
0:00:58 > 0:00:59the series that's here to make sure
0:00:59 > 0:01:02you're getting the most from every penny you spend
0:01:02 > 0:01:04and that your money goes where you want it to
0:01:04 > 0:01:06and gets you what you need.
0:01:06 > 0:01:08And, you know, it doesn't always have to cost a fortune
0:01:08 > 0:01:09to get the best value.
0:01:09 > 0:01:13Sometimes spending just a little can make a big difference.
0:01:13 > 0:01:14As we'll see later on.
0:01:14 > 0:01:18That is especially the case in one vital situation
0:01:18 > 0:01:21for which too many of us simply have not planned.
0:01:21 > 0:01:23You know, people may overuse the expression,
0:01:23 > 0:01:25a matter of life and death,
0:01:25 > 0:01:29but trust us, this one really is just that.
0:01:29 > 0:01:31But while, of course, it's our job to bring you the best tips
0:01:31 > 0:01:33on how to hold on to your money,
0:01:33 > 0:01:36it's always great when it works in the other direction as well
0:01:36 > 0:01:38and that you send us your own suggestions
0:01:38 > 0:01:40on making your funds go further.
0:01:40 > 0:01:42Well, we have a classic example of that on its way
0:01:42 > 0:01:46and it's one that could save any pet owner a small fortune.
0:01:48 > 0:01:49Coming up -
0:01:49 > 0:01:52why I'm one of those pet owners quids in
0:01:52 > 0:01:54thanks to this woman's advice on how to cut the cost
0:01:54 > 0:01:56of keeping an animal healthy.
0:01:56 > 0:01:58I was actually quite angry at the vets
0:01:58 > 0:02:01and, you know, not really sure how they could justify
0:02:01 > 0:02:05such a mark-up in the medication.
0:02:05 > 0:02:07And how this man has been left devastated
0:02:07 > 0:02:10after receiving not a penny of inheritance
0:02:10 > 0:02:12that his father wanted him to have.
0:02:12 > 0:02:15To lose it just on the stroke of a pen
0:02:15 > 0:02:17is something that...
0:02:17 > 0:02:19is very...
0:02:20 > 0:02:22..very difficult to come to terms with.
0:02:25 > 0:02:28As a dog owner, I'd do anything to make sure
0:02:28 > 0:02:30that my two girls are happy and healthy.
0:02:30 > 0:02:31And for one of my little dogs,
0:02:31 > 0:02:33that means regular trips to the vet
0:02:33 > 0:02:36and indeed, medication that she'll probably have to take
0:02:36 > 0:02:39for the rest of her life, because it's a support for her heart.
0:02:39 > 0:02:41But as any pet owner will know,
0:02:41 > 0:02:44looking after poorly animals can be really expensive.
0:02:44 > 0:02:47So when one viewer told us about a little-known way she'd found
0:02:47 > 0:02:50to save some money on her cat's repeat prescriptions,
0:02:50 > 0:02:51we just had to investigate.
0:02:51 > 0:02:53And I have to tell you straightaway,
0:02:53 > 0:02:56it has really saved me quite a bit of money since we made the film.
0:03:01 > 0:03:04More than half of all British households are home to a pet.
0:03:04 > 0:03:09Between us, we spend a total of nearly £5.5 billion on them a year.
0:03:09 > 0:03:12And a big chunk of that figure goes on vets' fees
0:03:12 > 0:03:14which have doubled in the last decade.
0:03:17 > 0:03:19I have two dogs, two Cavaliers,
0:03:19 > 0:03:21you've met them before on the programme
0:03:21 > 0:03:23and clearly, I love them dearly.
0:03:23 > 0:03:26But I must say that sometimes the vet bills and the medication
0:03:26 > 0:03:28can be just that little bit eye-watering.
0:03:28 > 0:03:30Now, this is Gemma and because of the breed,
0:03:30 > 0:03:33unfortunately, she has a slight heart condition
0:03:33 > 0:03:35which means that Gemma, although she looks quite fit and healthy
0:03:35 > 0:03:36and runs well in the park,
0:03:36 > 0:03:40she's going to have to be on medication for the rest of her days.
0:03:42 > 0:03:46Gemma's prescription costs about £40 every month from our local vet,
0:03:46 > 0:03:49who's been looking after our family pets for years.
0:03:49 > 0:03:50And do you know, it never occurred to me
0:03:50 > 0:03:53that there might be any other way I could get their medication,
0:03:53 > 0:03:57until Sarah Dia-Briskey from Bristol wrote to Rip-Off Britain
0:03:57 > 0:04:00with what, to me, was a genuinely surprising piece of advice
0:04:00 > 0:04:04that could save any pet owner quite a wad of cash.
0:04:04 > 0:04:07Because she's found a much cheaper way to get vital medication
0:04:07 > 0:04:09for her cat, Bella.
0:04:11 > 0:04:13I probably would do anything for Bella,
0:04:13 > 0:04:16and I think most pet owners probably say exactly the same.
0:04:18 > 0:04:21Sarah bought Bella as a young cat while she was living in Australia.
0:04:21 > 0:04:24But as Bella grew up, she started to develop
0:04:24 > 0:04:26some serious coughing and breathing problems.
0:04:28 > 0:04:32She will crouch down quite low and cough for ages
0:04:32 > 0:04:33and there's nothing you can do,
0:04:33 > 0:04:35you've just got to let it run its natural course,
0:04:35 > 0:04:37so that when it's finished, she's OK.
0:04:39 > 0:04:43The vet's prognosis was that Bella had feline asthma,
0:04:43 > 0:04:46which back in Australia was treated with steroid injections.
0:04:46 > 0:04:48Come on, Bella.
0:04:49 > 0:04:52Just over a year later, Sarah moved back to the UK
0:04:52 > 0:04:54and of course, she brought Bella with her.
0:04:54 > 0:04:57But the pet insurance policy she bought on returning home
0:04:57 > 0:05:01effectively classed Bella's condition as a pre-existing one,
0:05:01 > 0:05:04so Sarah thought she'd be stuck footing the bill
0:05:04 > 0:05:06for those costly steroid injections,
0:05:06 > 0:05:09until her new vet in Bristol suggested a cheaper treatment,
0:05:09 > 0:05:11a feline inhaler.
0:05:12 > 0:05:14We were keen to go down that route
0:05:14 > 0:05:16because we did know that in the long term
0:05:16 > 0:05:19it would be a cheaper option than the steroid injections
0:05:19 > 0:05:22and it would also mean that we wouldn't have to keep taking her
0:05:22 > 0:05:24back to the vet's every four to six weeks.
0:05:25 > 0:05:29Bella's new feline inhaler was a lot like the kind used by humans
0:05:29 > 0:05:32and although it costs less than her old steroid injections,
0:05:32 > 0:05:36it still wasn't cheap, at around £90 for a three-month course.
0:05:38 > 0:05:41The quote from the vet did seem incredibly steep.
0:05:41 > 0:05:45It's crazy when you think how far the bill could potentially escalate.
0:05:45 > 0:05:49If she kind of hopefully lived for 10-12 years,
0:05:49 > 0:05:51it would definitely add up
0:05:51 > 0:05:55and be, obviously, a bit of a financial burden in the long run.
0:05:57 > 0:05:58But Sarah's boyfriend,
0:05:58 > 0:06:00who's also an asthma sufferer,
0:06:00 > 0:06:03noticed that Bella's inhaler used the same medication as his
0:06:03 > 0:06:05and that set the couple wondering
0:06:05 > 0:06:08why Bella's prescription was so much more expensive.
0:06:08 > 0:06:11A trip to the local pharmacy found the same drugs
0:06:11 > 0:06:14for the far cheaper price of £43.63,
0:06:14 > 0:06:17almost £35 less than at the vet's.
0:06:19 > 0:06:23I was very surprised I could find this medication at a human pharmacy.
0:06:23 > 0:06:25I was actually quite angry at the vet's
0:06:25 > 0:06:27and, you know, not really sure how they could justify
0:06:27 > 0:06:30such a mark-up in the medication.
0:06:31 > 0:06:33But when Sarah asked the vet
0:06:33 > 0:06:35if she had to get Bella's medication from there
0:06:35 > 0:06:38or if she could save money by buying it elsewhere,
0:06:38 > 0:06:41to her surprise, she was told that she was free to shop around.
0:06:43 > 0:06:46The vet would charge her £15 for the prescription,
0:06:46 > 0:06:49but if she then went and bought the medicine at her local chemist,
0:06:49 > 0:06:51Sarah would still save £20 a time.
0:06:53 > 0:06:57I was really, really happy that I'd found an alternative way
0:06:57 > 0:06:58of finding this medication
0:06:58 > 0:07:01and that it's cheaper and more sustainable for me.
0:07:03 > 0:07:06Now, like Sarah, I would go to the ends of the Earth
0:07:06 > 0:07:07to keep my pets healthy.
0:07:07 > 0:07:09But it was a big surprise to know
0:07:09 > 0:07:10that I didn't have to pay through the nose
0:07:10 > 0:07:13by buying medication from the vet.
0:07:13 > 0:07:16So Gemma and I went along to see top vet Bradley Viner,
0:07:16 > 0:07:17who is senior vice president
0:07:17 > 0:07:19of the Royal College of Veterinary Surgeons,
0:07:19 > 0:07:21to find out more.
0:07:23 > 0:07:24Well, Bradley, this is Gemma.
0:07:24 > 0:07:26- I thought I'd better introduce you first of all.- Yes.
0:07:26 > 0:07:28I must admit, you see, I've never thought about it before.
0:07:28 > 0:07:30I just presumed that when I went to the vet,
0:07:30 > 0:07:32the vet decided what was wrong with my animal
0:07:32 > 0:07:36and then I took the prescription and it was dispensed from the vet.
0:07:36 > 0:07:38So is this a fairly new thing that's been introduced?
0:07:38 > 0:07:41Vets have always been free to write prescriptions,
0:07:41 > 0:07:43but the requirement to make it clear that we do offer it
0:07:43 > 0:07:46has been around for about ten years.
0:07:46 > 0:07:48You may not have spotted it,
0:07:48 > 0:07:51but every vet's surgery has to display a sign
0:07:51 > 0:07:54telling customers they can shop around for their pets' meds
0:07:54 > 0:07:55if they want to.
0:07:55 > 0:07:58How do you work it? Where do you display it, by the way?
0:07:58 > 0:08:00- We have a sign directly outside the consulting room.- OK.
0:08:00 > 0:08:05That fulfils the obligation that the Royal College actually imposed
0:08:05 > 0:08:08upon all vets to make it clear to their clients
0:08:08 > 0:08:10that they can request a prescription.
0:08:11 > 0:08:14But I for one have never, ever noticed one of those signs,
0:08:14 > 0:08:16nor had most of the dog owners we asked
0:08:16 > 0:08:19at this agility class in Manchester.
0:08:19 > 0:08:21No, I don't think I've ever seen a sign in my vet
0:08:21 > 0:08:25telling me I can get a prescription and go elsewhere.
0:08:25 > 0:08:27I didn't know I could get a prescription from my vet
0:08:27 > 0:08:29and I could actually shop around.
0:08:30 > 0:08:33However, there were some pet owners already aware
0:08:33 > 0:08:37that by shopping around, they can make big savings.
0:08:37 > 0:08:41I do get prescriptions from vets to buy medications online,
0:08:41 > 0:08:43because I can get them at a cost that is cheaper
0:08:43 > 0:08:45than they can buy them online.
0:08:45 > 0:08:49Previously, I was given a prescription for human drugs
0:08:49 > 0:08:52for a dog that was on serious painkillers.
0:08:52 > 0:08:55Now, of course, not all human medication
0:08:55 > 0:08:57and pet medication is the same.
0:08:57 > 0:09:00So going down to the local pharmacy for your animal's prescription
0:09:00 > 0:09:04isn't always going to be possible for everyone.
0:09:04 > 0:09:05But you may not have realised
0:09:05 > 0:09:08that different vets may charge very different prices
0:09:08 > 0:09:10for the same medication,
0:09:10 > 0:09:13and when our team called ten vets around the area where I live,
0:09:13 > 0:09:17the prices they quoted for Gemma's heart tablets varied enormously,
0:09:17 > 0:09:20with the cheapest coming in at £20.40
0:09:20 > 0:09:25and the most expensive at more than twice that amount, at £43.20.
0:09:25 > 0:09:28There must be some morality in it, as to how much you charge
0:09:28 > 0:09:32over and above the assessment and the examination and so on.
0:09:32 > 0:09:34Well, veterinary practices are businesses
0:09:34 > 0:09:37and it's up to them how they structure their charges.
0:09:37 > 0:09:40So there's no legal control over what you price
0:09:40 > 0:09:42or how you price the drugs?
0:09:42 > 0:09:44No, there's no legal control over it.
0:09:47 > 0:09:49Shopping around the vets in your local area
0:09:49 > 0:09:51is one way of saving a few pounds,
0:09:51 > 0:09:55but prices can be even lower if you go to one of the online pharmacies
0:09:55 > 0:09:58that specialise in pet medicine.
0:09:58 > 0:10:00Of course, the dangers of buying online for animals
0:10:00 > 0:10:02are the same as they are for people,
0:10:02 > 0:10:04so you should only use a reputable site
0:10:04 > 0:10:06that comes with a seal of approval
0:10:06 > 0:10:10of the Veterinary Medicines Directorate, or VMD, as it's called,
0:10:10 > 0:10:13which regulates the sale of all animal medication.
0:10:14 > 0:10:18And when we did just that, searching online for Gemma's heart medication,
0:10:18 > 0:10:21we found five sites that sold it at a far lower price
0:10:21 > 0:10:25than any of the vets or pharmacists that we previously checked.
0:10:26 > 0:10:31The cheapest price we came across was just £13.20 with free delivery,
0:10:31 > 0:10:34saving me more than £26 a month.
0:10:34 > 0:10:36Now, if I'd been buying it this way
0:10:36 > 0:10:38since Gemma was put on the meds a year ago,
0:10:38 > 0:10:42I could have saved myself a whopping £318.12.
0:10:44 > 0:10:47When we spoke to the Royal College of Veterinary Surgeons about
0:10:47 > 0:10:49the price differences we found,
0:10:49 > 0:10:51it told us that it's up to each practice
0:10:51 > 0:10:53as to how much it charges for medication
0:10:53 > 0:10:57and that competition should be of benefit to clients.
0:10:57 > 0:11:01It reiterated that all practices are expected to advise customers,
0:11:01 > 0:11:04by means of large and prominently displayed signs,
0:11:04 > 0:11:07that they can get medication elsewhere.
0:11:08 > 0:11:10But as Bradley is keen to stress,
0:11:10 > 0:11:14cheaper prices online don't make up for everything else that you get
0:11:14 > 0:11:15from a trip to the vet's.
0:11:15 > 0:11:20In some cases, drugs may even be cheaper from a veterinary practice.
0:11:20 > 0:11:22Also for short-term medication,
0:11:22 > 0:11:25I think that many people want the ability
0:11:25 > 0:11:27- to be able to give it immediately. - Hmm.
0:11:27 > 0:11:29So there is a price to pay for the convenience
0:11:29 > 0:11:33and the confidence of knowing you're getting it directly from the vet
0:11:33 > 0:11:34with all the associated advice
0:11:34 > 0:11:37and the backup should there be any problems.
0:11:38 > 0:11:41While I do really value the way Gemma's vet
0:11:41 > 0:11:42keeps a regular check on her health,
0:11:42 > 0:11:44I have to confess that I will now be buying
0:11:44 > 0:11:46at least some of her medication online.
0:11:48 > 0:11:52Which of course, back in Bristol, is exactly what Sarah does for Bella.
0:11:52 > 0:11:54Every time she goes for a checkup,
0:11:54 > 0:11:56she now walks out only with a prescription
0:11:56 > 0:12:00and not a costly bag of medication.
0:12:00 > 0:12:02When you look at the saving that I've made,
0:12:02 > 0:12:04over the long term of say ten years,
0:12:04 > 0:12:07I've saved myself an incredible amount of money
0:12:07 > 0:12:10and just strongly encourage people to do the same.
0:12:15 > 0:12:18Now, how about this for a shocking statistic?
0:12:18 > 0:12:22It's said that more than half of British adults haven't made a will.
0:12:22 > 0:12:24Of course, it's never going to be the cheeriest prospect,
0:12:24 > 0:12:27making plans for when you're no longer around,
0:12:27 > 0:12:31but if you bury your head in the sand and don't do anything about it,
0:12:31 > 0:12:34the consequences for those you leave behind can be disastrous.
0:12:34 > 0:12:36As the woman in our next film discovered,
0:12:36 > 0:12:39even the simplest one really can make all the difference.
0:12:41 > 0:12:43Singer Amy Winehouse,
0:12:43 > 0:12:44comedian Rik Mayall
0:12:44 > 0:12:47and the artist most of us always called Prince,
0:12:47 > 0:12:50three big stars with one thing in common.
0:12:50 > 0:12:54According to reports, none of them had made a will.
0:12:57 > 0:12:58Who was it who said,
0:12:58 > 0:13:01in life there are only two certainties - death and taxation?
0:13:01 > 0:13:05Now, it turns out that more than half of us have not got a will.
0:13:05 > 0:13:07So I'm going to go and find out what's going on.
0:13:07 > 0:13:11I want to ask people, have you got a will? If not, why not?
0:13:14 > 0:13:15- Have you got a will?- I have.
0:13:15 > 0:13:17Yeah. And what made you make your will?
0:13:17 > 0:13:20Um, the kids.
0:13:20 > 0:13:22What, you mean they said, "Come on, Dad, it's time"?
0:13:22 > 0:13:24I think the wife said it's a good idea,
0:13:24 > 0:13:28you know, before we got too old, so we could still make decisions.
0:13:28 > 0:13:29What about you, have you made a will?
0:13:29 > 0:13:32- No, I haven't got a will, no. - Oh, why not?
0:13:32 > 0:13:34- Why not?- Yes. - I don't intend dying just yet.
0:13:34 > 0:13:36So what's going to happen?
0:13:36 > 0:13:38Well, I don't think I'll have a lot left.
0:13:38 > 0:13:39So, I don't... HE LAUGHS
0:13:39 > 0:13:42But if you don't make a will or keep it up-to-date,
0:13:42 > 0:13:44you could lose all control and influence
0:13:44 > 0:13:48over who inherits whatever wealth or possessions you leave behind
0:13:48 > 0:13:50and that can create all sorts of trouble
0:13:50 > 0:13:53for those you might have hoped would benefit.
0:13:56 > 0:13:59- Hi.- Hi. Sue? I'm Julia.
0:13:59 > 0:14:03Sue Singer's partner Paul never quite got his will finalised.
0:14:03 > 0:14:06We were together for 16 years,
0:14:06 > 0:14:09ran a business together, lived together,
0:14:09 > 0:14:12had a child together, Toby.
0:14:12 > 0:14:15And basically loved each other.
0:14:15 > 0:14:20Sue and Paul also both had children from previous relationships
0:14:20 > 0:14:22and though they'd talked about making a will,
0:14:22 > 0:14:24they hadn't got around to sorting it out
0:14:24 > 0:14:28and that came sharply into focus when they were on holiday in Turkey
0:14:28 > 0:14:30and Paul decided to go parascending.
0:14:32 > 0:14:37I knew the minute we saw people with their big parachutes and stuff
0:14:37 > 0:14:39that he would be wanting to do that.
0:14:39 > 0:14:40I knew.
0:14:40 > 0:14:44And I would never stop him from doing anything.
0:14:44 > 0:14:46But before Paul took to the skies,
0:14:46 > 0:14:50Sue, partly joking, partly serious, thought it was the ideal moment
0:14:50 > 0:14:52to bring up the subject of the will again,
0:14:52 > 0:14:56and Paul took a spur-of-the-moment decision to make it happen.
0:14:56 > 0:15:02I had been nagging and nagging him for ages, probably years,
0:15:02 > 0:15:06to get round to doing this will and he'd not done it.
0:15:06 > 0:15:08So I just said to him, "You're not going to do that
0:15:08 > 0:15:11"until you make out the will."
0:15:11 > 0:15:12So what did he do?
0:15:12 > 0:15:17So he went up to the reception and he went and wrote the will.
0:15:17 > 0:15:18- And this is the will? - This is the will.
0:15:18 > 0:15:20Let's have a quick look at it.
0:15:20 > 0:15:24I mean, it's not just a simple, "I'm Paul and I leave everything to you."
0:15:24 > 0:15:26Paul was very good at writing contracts and things.
0:15:26 > 0:15:29He didn't have any legal training, but he was very clever.
0:15:29 > 0:15:33And he knew what had to be said.
0:15:33 > 0:15:37And he also knew that he needed witnesses because he's got two here.
0:15:37 > 0:15:38- Yes.- And who are they?
0:15:38 > 0:15:40They just worked in the hotel.
0:15:40 > 0:15:42They worked on reception.
0:15:43 > 0:15:45And, you know, they'd got to know us.
0:15:45 > 0:15:48They thought it was quite amusing at the time, actually,
0:15:48 > 0:15:51"Why is he having to come and do this?"
0:15:51 > 0:15:52But they were very happy.
0:15:53 > 0:15:55It may have been a bit rough and ready,
0:15:55 > 0:15:56but Paul was delighted
0:15:56 > 0:15:59to have finally put his wishes down in writing.
0:15:59 > 0:16:03As it happens, he made it safely back down to earth in one piece.
0:16:03 > 0:16:06But a few months later, he began to feel unwell.
0:16:06 > 0:16:10We went to the doctor's and after lots of tests,
0:16:10 > 0:16:13found that he had lung cancer.
0:16:13 > 0:16:17For the next few months, we were...chemotherapy,
0:16:17 > 0:16:20radiotherapy, hospital trips.
0:16:20 > 0:16:23But just a few weeks later, Paul passed away
0:16:23 > 0:16:26and though he had begun the process of drafting a formal will,
0:16:26 > 0:16:28he died before being able to sign it.
0:16:28 > 0:16:30So, as well as losing her partner,
0:16:30 > 0:16:34Sue now faced the prospect of losing her home and business, too.
0:16:34 > 0:16:36But then she remembered the makeshift will
0:16:36 > 0:16:40that Paul had hastily scribbled out at the hotel in Turkey.
0:16:40 > 0:16:44It was a matter of looking and finding it
0:16:44 > 0:16:46and then checking out
0:16:46 > 0:16:50that everything was in there was actually valid.
0:16:50 > 0:16:52Sue did find the will,
0:16:52 > 0:16:55but discovered that although Paul had made a good effort,
0:16:55 > 0:16:57he'd left out a key phrase.
0:16:57 > 0:17:01The missing ingredient was that it had to say,
0:17:01 > 0:17:03"Witnessed in the presence of..."
0:17:03 > 0:17:06There's actually some very specific terminology
0:17:06 > 0:17:09that are needed on a will.
0:17:09 > 0:17:12And because of that tiny little bit that was missing...
0:17:12 > 0:17:13Four Little words.
0:17:13 > 0:17:17We had to then find the witnesses.
0:17:17 > 0:17:19Sue's solicitor told her that she'd need to get
0:17:19 > 0:17:23one of the Turkish witnesses to complete an affidavit,
0:17:23 > 0:17:25a written legal statement taken under oath
0:17:25 > 0:17:28to confirm he'd witnessed the signing in person.
0:17:28 > 0:17:31But could sue manage to track either of them down?
0:17:33 > 0:17:36- They might have left their jobs. - They could've left their jobs.
0:17:36 > 0:17:37What happened?
0:17:37 > 0:17:42I went with a friend to see this lawyer in Lewisham
0:17:42 > 0:17:44and he rang the hotel.
0:17:44 > 0:17:48And one of the guys still worked there.
0:17:48 > 0:17:50- Well, that was a relief. - And he knew the other guy.
0:17:50 > 0:17:53And he remembered us, he remembered the will
0:17:53 > 0:17:57and he said that he would do the affidavit
0:17:57 > 0:18:00to say that bit of sentence that was missing.
0:18:00 > 0:18:04While that part of the process was relatively quick,
0:18:04 > 0:18:07it ended up taking four years for the whole thing to be resolved.
0:18:07 > 0:18:10Still, better than not having any will at all.
0:18:11 > 0:18:14If we hadn't have had this will,
0:18:14 > 0:18:18half of the assets would have gone to our son
0:18:18 > 0:18:21and half would have gone to Paul's daughter.
0:18:21 > 0:18:26So even though Paul and I had worked together to build up everything,
0:18:26 > 0:18:28I wouldn't have got a penny.
0:18:28 > 0:18:31Under what's known as rules of intestacy,
0:18:31 > 0:18:33only married couples, civil partners
0:18:33 > 0:18:36or some close relatives such as children
0:18:36 > 0:18:38can inherit without the need for a will.
0:18:40 > 0:18:43Catherine Crabtree is a solicitor who specialises in advising people
0:18:43 > 0:18:46on how to write them.
0:18:46 > 0:18:47There've been various attempts
0:18:47 > 0:18:49to try and pass something else through Parliament
0:18:49 > 0:18:50to give cohabitants more rights,
0:18:50 > 0:18:52but they've never really been successful,
0:18:52 > 0:18:54because the issue becomes so complicated.
0:18:54 > 0:18:57And where there's a complication, there's a cost.
0:18:57 > 0:19:00People sometimes come to me and they say, "I want a simple will"
0:19:00 > 0:19:03and I have to say, "Well, do you have simple circumstances?"
0:19:03 > 0:19:05It does cost, professional advice always costs,
0:19:05 > 0:19:08but that's money really worth... well spent.
0:19:08 > 0:19:09Or, at least, it can be.
0:19:09 > 0:19:13Because Caroline warns that some lawyers may have hidden extras
0:19:13 > 0:19:15that you shouldn't need to pay for,
0:19:15 > 0:19:19such as a cost for simply holding the will on their files.
0:19:19 > 0:19:21I would say, be very careful about paying for the storage of a will.
0:19:21 > 0:19:26Solicitors will generally store a will for free and failing that,
0:19:26 > 0:19:28I believe the probate service will store it for you
0:19:28 > 0:19:30for a one-off fee of £20.
0:19:30 > 0:19:32Under the mattress? Is that a good idea?
0:19:32 > 0:19:34If the house burns down and you in it,
0:19:34 > 0:19:37unfortunately, your wishes are not going to be represented.
0:19:37 > 0:19:39But however you sort out your will,
0:19:39 > 0:19:42the key thing is to make sure it really is going to protect
0:19:42 > 0:19:45your loved ones in the way that you'd hoped.
0:19:45 > 0:19:49Stuart Hurd from Essex believes his father didn't fully appreciate
0:19:49 > 0:19:51how the will he made could turn out
0:19:51 > 0:19:54and as a result, Stuart inherited nothing.
0:19:56 > 0:19:59The total estate was about £300,000,
0:19:59 > 0:20:03of which I would have received £150,000.
0:20:03 > 0:20:06To lose it just on the stroke of a pen
0:20:06 > 0:20:08is something that is very...
0:20:10 > 0:20:13..very, very difficult to come to terms with.
0:20:13 > 0:20:15After Stuart's mother had died,
0:20:15 > 0:20:18in 1988, his father remarried
0:20:18 > 0:20:20and set up what's known as a mirror will,
0:20:20 > 0:20:23combining his estate with that of his new wife.
0:20:23 > 0:20:25It meant that should one of them die,
0:20:25 > 0:20:28the other would inherit everything.
0:20:28 > 0:20:33I felt that it was only right that my stepmother should be looked after
0:20:33 > 0:20:36during the remainder of her life.
0:20:36 > 0:20:39Stuart and his father's understanding of what would happen
0:20:39 > 0:20:43after that was that on the death of the surviving spouse,
0:20:43 > 0:20:45the estate would then be divided equally
0:20:45 > 0:20:47between Stuart and his stepbrother.
0:20:47 > 0:20:50It had all seemed very straightforward.
0:20:50 > 0:20:53I must admit, I'd never given any consideration
0:20:53 > 0:20:57to the dangers of mirror wills that I've since found out.
0:20:57 > 0:21:03That once the first person dies, then they can in fact be altered.
0:21:03 > 0:21:06And that's exactly what happened in this case.
0:21:06 > 0:21:09In 1997, Stuart's father died
0:21:09 > 0:21:12and Stuart insists he stayed in touch with his stepmother
0:21:12 > 0:21:15over the years and even exchanged cards and gifts
0:21:15 > 0:21:17for Christmases and birthdays.
0:21:17 > 0:21:18For more than a decade,
0:21:18 > 0:21:20he assumed that his father's part of the estate
0:21:20 > 0:21:22would eventually return to him.
0:21:22 > 0:21:25But it wasn't until after his stepmother also died
0:21:25 > 0:21:29that Stuart discovered she had changed the will.
0:21:29 > 0:21:32When I looked at my stepmother's will,
0:21:32 > 0:21:36I saw, to my amazement, I'd been disinherited,
0:21:36 > 0:21:38and it said in the will that
0:21:38 > 0:21:41it was due to a reason given in a separate statement.
0:21:41 > 0:21:45The reason given in the statement was that there had been no contact
0:21:45 > 0:21:48between them for over ten years,
0:21:48 > 0:21:49which Stuart strongly disputes.
0:21:49 > 0:21:52We'd stayed in constant contact with her,
0:21:52 > 0:21:55we never missed a birthday or Christmas present
0:21:55 > 0:21:58and, in fact, she sent me a birthday present
0:21:58 > 0:22:04which went through my bank account days before making the statement.
0:22:04 > 0:22:08And I was absolutely devastated.
0:22:08 > 0:22:12Stuart has tried contacting his stepbrother to discuss the situation
0:22:12 > 0:22:15but says he hasn't received a response and he remains distraught
0:22:15 > 0:22:18at what's ended up happening to his father's estate.
0:22:19 > 0:22:22I lost my family inheritance.
0:22:22 > 0:22:27My daughter, his only granddaughter, also lost an inheritance
0:22:27 > 0:22:30and I feel that it was just so wrong.
0:22:31 > 0:22:34We contacted Stuart's stepbrother about the situation
0:22:34 > 0:22:36and though he didn't reply,
0:22:36 > 0:22:39he has previously disputed Stuart's version of events.
0:22:39 > 0:22:42His stepmother was, of course, perfectly entitled
0:22:42 > 0:22:44to change her will,
0:22:44 > 0:22:46but things would have panned out very differently for Stuart
0:22:46 > 0:22:51if, alongside that mirror will, his father had set up a separate trust
0:22:51 > 0:22:53that would have guaranteed Stuart received his share
0:22:53 > 0:22:55of his father's estate,
0:22:55 > 0:22:59which Stuart is adamant is what his father would have wanted.
0:23:00 > 0:23:06I've heard, many times, since I've been trying to contest my will,
0:23:06 > 0:23:08that it's important to have a will.
0:23:08 > 0:23:12The message I have is that it's not about having a will,
0:23:12 > 0:23:14it's having the right will.
0:23:15 > 0:23:17There are a number of ways you can make sure
0:23:17 > 0:23:19a will does reflect your wishes.
0:23:19 > 0:23:24A solicitor can draft one for you, typically at a cost of around £120.
0:23:24 > 0:23:26Or, if you do a bit of reading up,
0:23:26 > 0:23:28you can do your own much more cheaply
0:23:28 > 0:23:32by buying one of the kits available at high-street stationers.
0:23:33 > 0:23:36Best of all, if you're over 55,
0:23:36 > 0:23:40a solicitor could draw up a standard will for you absolutely free,
0:23:40 > 0:23:43in one of the twice-yearly Free Will Months,
0:23:43 > 0:23:46usually March and October, so get in quick.
0:23:46 > 0:23:50And you can find more details on how to go about it on our website.
0:24:01 > 0:24:03Still to come on Rip-Off Britain...
0:24:03 > 0:24:07the shampoos said to perform all sorts of miracles on your hair,
0:24:07 > 0:24:10but how many of the claims made for them are true?
0:24:10 > 0:24:14So, down to the nitty-gritty, what really is the difference
0:24:14 > 0:24:16between buying a bottle of shampoo that may cost you £1
0:24:16 > 0:24:19and one that may cost you anything up to 50 quid?
0:24:23 > 0:24:26Our pop-up shop is back and, this time,
0:24:26 > 0:24:28we were in the busy Trafford Centre in Manchester.
0:24:29 > 0:24:33Now, the best part for us is meeting so many of you in person.
0:24:33 > 0:24:35- Hi, how are you?- Just recognised you.- Oh, did you?- Yeah.
0:24:35 > 0:24:37- Oh, good.- I said, "She's off the telly."
0:24:37 > 0:24:39And we hope the best part, for you,
0:24:39 > 0:24:41is getting top-notch advice to help save you money.
0:24:42 > 0:24:46And it really does now need to go to that next level.
0:24:47 > 0:24:50Booked in to see personal finance expert Sarah Pennells
0:24:50 > 0:24:54was Joanne Makin, who was at absolutely the end of her tether
0:24:54 > 0:24:56with her energy supplier.
0:24:56 > 0:24:59Without any warning, her electricity bill had tripled,
0:24:59 > 0:25:01but Joanne and her daughter were just baffled
0:25:01 > 0:25:04because they hadn't been using any more power than usual.
0:25:04 > 0:25:06The first they knew about it
0:25:06 > 0:25:09was when the inflated bill arrived on their doormat.
0:25:09 > 0:25:12I opened it and it said they were putting my payments up
0:25:12 > 0:25:15from £24 a month to £79 a month.
0:25:15 > 0:25:19And I just thought, "There's no way I am using that much."
0:25:19 > 0:25:21Such a big increase meant that
0:25:21 > 0:25:25Joanne couldn't afford to pay all her bills, leaving her most anxious.
0:25:25 > 0:25:27I was angry, I was crying.
0:25:27 > 0:25:30They were saying that I needed to pay this amount
0:25:30 > 0:25:33because I was using that much energy.
0:25:33 > 0:25:36After more than a month of frantic calls to her supplier,
0:25:36 > 0:25:39she was eventually told that the only way to investigate
0:25:39 > 0:25:43the situation was for her to shell out more cash.
0:25:43 > 0:25:45So she said, "Well, there's nothing else we can do for you now
0:25:45 > 0:25:49"unless you pay £93 to somebody to come out to check your meter."
0:25:49 > 0:25:52- So this was going to cost you even more money?- Even more.
0:25:52 > 0:25:54On top of that, the money would only be refunded
0:25:54 > 0:25:57if the meter did turn out to be faulty.
0:25:57 > 0:26:00Joanne was wary of taking such a gamble and,
0:26:00 > 0:26:03in any event, didn't have the cash to spare.
0:26:03 > 0:26:07But after weeks of worrying, she turned to her parents for a loan
0:26:07 > 0:26:09and, once the meter was checked,
0:26:09 > 0:26:12it proved that Joanne had been right all along.
0:26:12 > 0:26:15He opened it and he just said, "I can tell you now,
0:26:15 > 0:26:18"before I've even checked the meter, that it's faulty."
0:26:18 > 0:26:23- Gosh!- And I have been going on and on for four weeks telling them
0:26:23 > 0:26:24that the meter's faulty,
0:26:24 > 0:26:27but they weren't having any at all.
0:26:27 > 0:26:31By this time, Joanne had paid the company at least £100 more
0:26:31 > 0:26:32than she needed to.
0:26:32 > 0:26:35So, even when the energy supplier realised it was a mistake
0:26:35 > 0:26:39and reduced her direct debit, she was still out of pocket,
0:26:39 > 0:26:42all of which leaves Sarah distinctly unimpressed.
0:26:42 > 0:26:47What's really so ridiculous is that they wouldn't believe you
0:26:47 > 0:26:50and, presumably, if you hadn't been quite so tenacious,
0:26:50 > 0:26:53they'd have carried on trying to bill you for £79 a month.
0:26:53 > 0:26:56Unless you're living in quite a sizeable property
0:26:56 > 0:26:59or you've got a hot tub that you keep running day and night,
0:26:59 > 0:27:01you wouldn't use that.
0:27:01 > 0:27:03And yet, despite the fact your electricity use
0:27:03 > 0:27:06increased dramatically, they were still saying there wasn't a problem.
0:27:06 > 0:27:09I want a good written apology for what they've put me through,
0:27:09 > 0:27:11them not believing me,
0:27:11 > 0:27:14because I've lost out on money I've paid out
0:27:14 > 0:27:15and I want some sort of compensation.
0:27:15 > 0:27:17- Proper compensation.- Yeah.
0:27:17 > 0:27:19Well, after we filmed with her,
0:27:19 > 0:27:23Joanne was sufficiently galvanised to take her case
0:27:23 > 0:27:25to the energy ombudsman, who found in her favour
0:27:25 > 0:27:29and ordered the company to pay her £95 as compensation.
0:27:29 > 0:27:31And while, as far as Joanne is concerned,
0:27:31 > 0:27:33that still leaves her out-of-pocket,
0:27:33 > 0:27:36she's relieved that her direct debit has at least been reduced
0:27:36 > 0:27:39to a level that she can once again afford.
0:27:44 > 0:27:48Someone else waiting for advice from one of our experts was Tony Bonnie.
0:27:48 > 0:27:51- Hello.- How are you doing?- You've been sitting there patiently.
0:27:51 > 0:27:53- Oh, thank you!- Pleased to meet you. - Made my day.
0:27:53 > 0:27:55He was hoping for advice on his car insurance
0:27:55 > 0:27:58from financial ombudsman Martyn James.
0:27:58 > 0:28:01Tony had been with the same insurer for seven years
0:28:01 > 0:28:04but when he recently swapped his car for a smaller one,
0:28:04 > 0:28:06his new premium came as a bit of a shock.
0:28:06 > 0:28:10My insurance went up from £409
0:28:10 > 0:28:13to £709 in one go.
0:28:13 > 0:28:16- You must've been shocked when they told you.- Well, I was.
0:28:16 > 0:28:17I couldn't believe it.
0:28:17 > 0:28:20Baffled that downsizing his car was upsizing his premium,
0:28:20 > 0:28:23Tony asked his insurer for an explanation
0:28:23 > 0:28:25but, so far, he's not had any clear answers
0:28:25 > 0:28:27and the increase remains a mystery.
0:28:29 > 0:28:31Have you had any infringements or anything on your licence?
0:28:31 > 0:28:33Have you got a nice clean licence?
0:28:33 > 0:28:35- Yeah, clean licence. - So you're a safe driver?
0:28:35 > 0:28:37I've been driving since 1952
0:28:37 > 0:28:40so, as far as I'm concerned, I'm a safe driver.
0:28:40 > 0:28:44But it's exactly this lengthy track record behind the wheel
0:28:44 > 0:28:47that Martyn suspects may be a potential explanation
0:28:47 > 0:28:50for the hike in price.
0:28:50 > 0:28:51How old are you, Tony?
0:28:51 > 0:28:53- 81.- Oh, gosh.- Going on 82.
0:28:53 > 0:28:56Do you mind if I ask a very delicate question, Tony?
0:28:56 > 0:28:58Do you think that your age has had an impact on this?
0:28:58 > 0:29:02Well, if they were to say, it's an age thing,
0:29:02 > 0:29:06well, to me, age is only a number.
0:29:06 > 0:29:10Individuals should be assessed on their capability.
0:29:10 > 0:29:14You know, you can't just say, "You're 82 now so you're finished"
0:29:14 > 0:29:17because people are not finished at 82, are they?
0:29:17 > 0:29:19Absolutely not, and this is the important thing.
0:29:19 > 0:29:21Insurance should be about the individual,
0:29:21 > 0:29:23it should be about your own experiences,
0:29:23 > 0:29:26and any decent insurer should take the time to explain to you,
0:29:26 > 0:29:29as a loyal customer, why that's happened
0:29:29 > 0:29:31and if there's anything that can be done to reduce those costs.
0:29:31 > 0:29:33Well, what are you going to do?
0:29:33 > 0:29:35Right, I'm going to get onto the phone,
0:29:35 > 0:29:37we've got some experts on stand-by.
0:29:37 > 0:29:39And we'll give a call to your insurance company,
0:29:39 > 0:29:42just to see, very honestly, if we can work out
0:29:42 > 0:29:44what's actually causing the problem here.
0:29:44 > 0:29:49Martin also advises that, rather than using a price comparison site,
0:29:49 > 0:29:52older drivers should get quotes from specialist insurers
0:29:52 > 0:29:54who are more likely to offer a better deal.
0:29:54 > 0:29:56We'll see if they are able to actually come up with
0:29:56 > 0:29:58something a little bit better for you.
0:29:58 > 0:30:00- How does that make you feel? - That makes me feel great.
0:30:00 > 0:30:01Thank you very much.
0:30:01 > 0:30:04When Martyn's team did get in touch with Tony's insurers,
0:30:04 > 0:30:06the company insisted that
0:30:06 > 0:30:09the price rise was nothing to do with Tony's age
0:30:09 > 0:30:12but correcting an error that had stopped premiums going up
0:30:12 > 0:30:13as they should've done.
0:30:13 > 0:30:17But it said that it will be reviewing the wording of its letters
0:30:17 > 0:30:20to ensure any changes are explained more accurately.
0:30:20 > 0:30:22And after taking another look at his case,
0:30:22 > 0:30:25they'll be giving Tony £100 compensation
0:30:25 > 0:30:28for the trouble and the upset it's caused.
0:30:28 > 0:30:30Tony is delighted with that result.
0:30:32 > 0:30:35And for more information about specialist insurance
0:30:35 > 0:30:38for older drivers, do visit our website...
0:30:45 > 0:30:49Now, none of us likes to pay more for anything than we really need to
0:30:49 > 0:30:51but, at the same time,
0:30:51 > 0:30:54I think we'd all agree that it can be quite hard sometimes to resist
0:30:54 > 0:30:56a really good marketing campaign,
0:30:56 > 0:31:00especially one that sets out to convince us that we really do need
0:31:00 > 0:31:03whatever life-enhancing product they're trying to sell us.
0:31:03 > 0:31:05Take shampoos, for example.
0:31:05 > 0:31:08Now, there are countless brands and variants on offer
0:31:08 > 0:31:12and some of them don't simply promise to clean your hair.
0:31:12 > 0:31:14Oh, no! That would be much too simple.
0:31:14 > 0:31:16Instead, they offer all manner of other things
0:31:16 > 0:31:17that they are able to do.
0:31:17 > 0:31:20So you could get yourself into quite a lather
0:31:20 > 0:31:22trying to separate the truth from the spin
0:31:22 > 0:31:24with some of those claims.
0:31:24 > 0:31:26So we've taken a much closer look
0:31:26 > 0:31:30into how many of them really do stand up.
0:31:32 > 0:31:34Whether it's been long,
0:31:34 > 0:31:35a bit shorter...
0:31:36 > 0:31:39..up, down or somewhere in between,
0:31:39 > 0:31:43keeping my "do" in good shape has always required
0:31:43 > 0:31:45a good deal of strict management.
0:31:46 > 0:31:50Now, my hair is the bane of my life.
0:31:50 > 0:31:52It's baby fine, dead straight
0:31:52 > 0:31:55and, unless I pile it with lots of product,
0:31:55 > 0:31:56leave it to its own devices,
0:31:56 > 0:31:59I'm afraid it would end up just looking like a dish mop
0:31:59 > 0:32:01on the top of my head. I wouldn't wish it on anybody.
0:32:01 > 0:32:04So when a national newspaper declared that this
0:32:04 > 0:32:08was one of the most influential celebrity cuts of all time,
0:32:08 > 0:32:10it was a bit of a shock,
0:32:10 > 0:32:11to put it mildly.
0:32:11 > 0:32:13Top hairdresser Denise McAdam,
0:32:13 > 0:32:16who's tended the locks of several members of the royal family,
0:32:16 > 0:32:20told the paper that, when she started out, around the mid-1970s,
0:32:20 > 0:32:23she was always getting requests for a style like mine.
0:32:23 > 0:32:26And while I've tended to stick with what I know over the years,
0:32:26 > 0:32:30I've tried and tested hundreds of different shampoos,
0:32:30 > 0:32:33which can come with wildly varying price tags.
0:32:33 > 0:32:34And, like many of you,
0:32:34 > 0:32:37I'm never really sure if paying the extra is worth it.
0:32:39 > 0:32:41I'd probably go for a little bit more expensive,
0:32:41 > 0:32:44just because it probably does a bit more.
0:32:44 > 0:32:47I would think it works better than a cheaper shampoo does.
0:32:47 > 0:32:50I don't ever go for a cheap shampoo
0:32:50 > 0:32:54but not necessarily the most expensive one that's on the market.
0:32:54 > 0:32:58So I pay little bit more because I think the quality would be better.
0:32:58 > 0:33:02And I think my hair would look better for that.
0:33:02 > 0:33:05There is a bewildering array of shampoos available on the market,
0:33:05 > 0:33:07with most of them making quite bold claims
0:33:07 > 0:33:09about what they're going to do for your hair.
0:33:09 > 0:33:11They are going to make it thicker,
0:33:11 > 0:33:12they are going to make it straighter,
0:33:12 > 0:33:15they are going to make it grow faster.
0:33:15 > 0:33:17And with shampoos costing anything from less than £1
0:33:17 > 0:33:19to more than 50 quid,
0:33:19 > 0:33:23getting the right shampoo for you can be a very expensive business.
0:33:23 > 0:33:27And if you've chosen a pricier product purely because of
0:33:27 > 0:33:30the claims made on the labels or the ads,
0:33:30 > 0:33:34you won't be surprised to learn that many of them simply don't stack up.
0:33:34 > 0:33:38Or, at least, that's what consumer organisation Which? concluded
0:33:38 > 0:33:39in recent research.
0:33:39 > 0:33:43It said many of the manufacturers' promises are simply not based
0:33:43 > 0:33:44on scientific evidence.
0:33:44 > 0:33:48So I've come to meet a man that I'm hoping can cut through the hype,
0:33:48 > 0:33:51hair expert Iain Sallis.
0:33:51 > 0:33:53Well, I've spent years and quite a lot of money
0:33:53 > 0:33:56buying lots of different shampoos and hair products
0:33:56 > 0:34:00because I want to believe what it says on the bottle.
0:34:00 > 0:34:03Am I wasting my money on that
0:34:03 > 0:34:06or am I getting exactly what I think I'm paying for?
0:34:06 > 0:34:09Well, the answer is - it depends.
0:34:09 > 0:34:13When you start drilling down into what a shampoo consists of,
0:34:13 > 0:34:16you've got your water and your detergent,
0:34:16 > 0:34:19you've got your thickeners, you've got your preservatives.
0:34:19 > 0:34:20Then you've got the added things,
0:34:20 > 0:34:22which is usually what the claim is based on,
0:34:22 > 0:34:26the botanicals, the added X, Y or Z.
0:34:27 > 0:34:32And it's apparently those added extras that work magic on our hair
0:34:32 > 0:34:35and, of course, make the difference between a bargain bottle of shampoo
0:34:35 > 0:34:37and a posh pricey one.
0:34:37 > 0:34:40So do these extras genuinely have any impact
0:34:40 > 0:34:43on what a product can achieve?
0:34:43 > 0:34:47Let's sort the shampoo superpowers from the marketing myths
0:34:47 > 0:34:49and see how many of the most frequently made claims
0:34:49 > 0:34:50really stand up.
0:34:51 > 0:34:53First, hair repair.
0:34:53 > 0:34:56When you see a bottle of shampoo that says,
0:34:56 > 0:34:57"This will repair damage,"
0:34:57 > 0:34:59true or false?
0:34:59 > 0:35:02If you use a shampoo for hair damage,
0:35:02 > 0:35:05a dry hair shampoo with conditioning agents in it,
0:35:05 > 0:35:09it can smooth damage over but it can't repair it.
0:35:09 > 0:35:11Whatever you do to your hair,
0:35:11 > 0:35:14the damage will remain until it either falls out or is cut out.
0:35:14 > 0:35:17It cannot react or repair itself.
0:35:18 > 0:35:22Next up, something lots of us hanker after.
0:35:22 > 0:35:23Please can I have lots of volume?
0:35:23 > 0:35:25Volumising shampoos?
0:35:25 > 0:35:27Volumising shampoos do work.
0:35:27 > 0:35:31There are products in shampoos which can either puff up the cuticle
0:35:31 > 0:35:35because they are silicates, which are heat activated,
0:35:35 > 0:35:38so it does need you to blow-dry your hair.
0:35:38 > 0:35:42But don't mistake bigger hair for more hair
0:35:42 > 0:35:44because there's a world of difference
0:35:44 > 0:35:47between volumising shampoos and products that go further
0:35:47 > 0:35:49and claim they'll prevent hair loss.
0:35:49 > 0:35:52Can any of those really work?
0:35:52 > 0:35:56Let me pin you down. Is it possible for a shampoo to prevent hair loss?
0:35:56 > 0:35:59There has been certain scientific studies that prove
0:35:59 > 0:36:03that caffeine can increase the growing phase of hair
0:36:03 > 0:36:04in a test tube.
0:36:04 > 0:36:07How much that transfigures onto someone's head,
0:36:07 > 0:36:10especially if they've got underlying issues
0:36:10 > 0:36:13which is causing the hair loss, is anybody's guess.
0:36:15 > 0:36:19What about those shampoos that claim your hair will grow quicker?
0:36:19 > 0:36:23Using something on your scalp as quick as a shampoo,
0:36:23 > 0:36:26which is literally put onto your hair and rinsed off
0:36:26 > 0:36:27within two minutes,
0:36:27 > 0:36:32isn't going to have any effect on hair growth whatsoever.
0:36:32 > 0:36:34And sadly, the same is true of another claim
0:36:34 > 0:36:39we might welcome for any part of our bodies, but our hair?
0:36:39 > 0:36:41Anti-ageing?
0:36:41 > 0:36:43THEY LAUGH
0:36:43 > 0:36:45There's a lot hanging on this.
0:36:45 > 0:36:47Anti-ageing is a nonsensical term.
0:36:47 > 0:36:48Hair doesn't particularly age
0:36:48 > 0:36:50because it dies and falls out
0:36:50 > 0:36:53within about five or seven years of it growing,
0:36:53 > 0:36:55so it doesn't age along with you.
0:36:55 > 0:36:58There's nothing that will cause anti-ageing.
0:36:58 > 0:37:00But there is, at least, some good news.
0:37:00 > 0:37:03Shampoos claiming a benefit for sensitive scalps can work,
0:37:03 > 0:37:07as can those that say they'll protect the colour of dyed hair
0:37:07 > 0:37:10and anti-dandruff shampoos, too.
0:37:10 > 0:37:11So that's four claims
0:37:11 > 0:37:12that do have some truth
0:37:12 > 0:37:14but another four
0:37:14 > 0:37:16that look decidedly thin.
0:37:16 > 0:37:19And yet, you'll find all those claims made on shampoos
0:37:19 > 0:37:22widely available on the high street.
0:37:22 > 0:37:25So, if those added ingredients won't achieve
0:37:25 > 0:37:28the miracles we're encouraged to think they will,
0:37:28 > 0:37:31is there any benefit in buying the more expensive shampoos
0:37:31 > 0:37:32that include them?
0:37:32 > 0:37:34Well, to find out, we've done a simple test
0:37:34 > 0:37:38with the help of tennis players Daxa and Elena.
0:37:38 > 0:37:40They've both long believed
0:37:40 > 0:37:42that choosing the right shampoo is essential.
0:37:46 > 0:37:49So we've asked them to switch their regular products
0:37:49 > 0:37:54for one of the shampoos in these unlabelled bottles.
0:37:54 > 0:37:56One of them retails at just £1,
0:37:56 > 0:38:00whereas the second one typically costs over £20.
0:38:00 > 0:38:02But which is which?
0:38:02 > 0:38:05To see if they can correctly identify the more expensive shampoo,
0:38:05 > 0:38:10Elena and Daxa will be taking note of how each of them smells,
0:38:10 > 0:38:12how they lather up and how they make their hair feel.
0:38:12 > 0:38:16Well, Daxa, I won the match so I get to choose.
0:38:16 > 0:38:18- OK, go for it.- Right.
0:38:18 > 0:38:21I think I'm going to go with B.
0:38:21 > 0:38:23- OK. So I get A?- You can go for A.
0:38:23 > 0:38:28Remember, one of these shampoos costs 20 times as much as the other.
0:38:28 > 0:38:32So, when Elena and Daxa first try them, is there much of a difference?
0:38:32 > 0:38:36I got bottle A, which has no smell
0:38:36 > 0:38:38and is colourless.
0:38:38 > 0:38:41My hair feels good.
0:38:41 > 0:38:42It's been washed
0:38:42 > 0:38:44and it feels the same as it is
0:38:44 > 0:38:46when I normally wash it.
0:38:46 > 0:38:47After wash,
0:38:47 > 0:38:50the hair just felt a little bit dry
0:38:50 > 0:38:52and really frizzy,
0:38:52 > 0:38:54so when I dried it,
0:38:54 > 0:38:56it kind of feels all right now.
0:38:56 > 0:38:58It's back to silky.
0:38:58 > 0:39:01But after a full week of washing,
0:39:01 > 0:39:05those first impressions have given way to very definite conclusions.
0:39:05 > 0:39:09I do think that I was using the more expensive shampoo
0:39:09 > 0:39:11because of the feel of it,
0:39:11 > 0:39:12because of the scent
0:39:12 > 0:39:14and because of the consistency.
0:39:14 > 0:39:18I've noticed that my hair isn't as shiny as it normally is,
0:39:18 > 0:39:20and other people have noticed it as well.
0:39:20 > 0:39:23So, for that reason, I think I've got the cheaper one.
0:39:23 > 0:39:28Both of them think that bottle B, the one Elena was using,
0:39:28 > 0:39:29is the expensive bottle
0:39:29 > 0:39:32and bottle A, Daxa's shampoo, is the cheapest.
0:39:32 > 0:39:34So are they right?
0:39:34 > 0:39:37- Moment of truth.- Go on, then. - I'm going to open the envelope
0:39:37 > 0:39:41and see who had the expensive brand
0:39:41 > 0:39:44- and who had the cheaper brand. - Go on, then.
0:39:44 > 0:39:46- Three, two, one... - SHE GASPS
0:39:46 > 0:39:49- Go on, tell me. What's that? - You had the expensive brand.
0:39:49 > 0:39:52- I was right!- And I was right.
0:39:54 > 0:39:56But though they could spot the difference
0:39:56 > 0:39:58between these two shampoos,
0:39:58 > 0:40:02after discovering the more expensive one cost at least four times as much
0:40:02 > 0:40:05as either of them would ever normally spend,
0:40:05 > 0:40:08they're not remotely convinced that it's really worth it.
0:40:08 > 0:40:11You still need to buy a good product
0:40:11 > 0:40:13- but you don't have to spend a fortune.- Yeah.- Definitely not.
0:40:13 > 0:40:16- I agree.- You just need to find the right shampoo for your hair.
0:40:16 > 0:40:19- Yes.- Don't spend... - Don't spend too much.
0:40:19 > 0:40:21The whole point of shampoo, of course,
0:40:21 > 0:40:24is that it's washed off and away pretty fast.
0:40:24 > 0:40:28So by all means, pay top whack for a product if you particularly like it,
0:40:28 > 0:40:30but you certainly don't need to.
0:40:31 > 0:40:33So, down to the nitty-gritty.
0:40:33 > 0:40:34What really is the difference
0:40:34 > 0:40:36between buying a bottle of shampoo that may cost you £1
0:40:36 > 0:40:39and one that may cost you anything up to 50 quid?
0:40:39 > 0:40:43Well, the ones that are very, very basic,
0:40:43 > 0:40:46you will literally get detergent in a bottle
0:40:46 > 0:40:48with a few other bits and pieces in it
0:40:48 > 0:40:50which will allow your hair to get clean,
0:40:50 > 0:40:55and there will be very little in that which will enhance the ability
0:40:55 > 0:40:56for it to do anything else.
0:40:56 > 0:40:58As you get further up the range,
0:40:58 > 0:41:01you'll probably find that, when you lather the hair up,
0:41:01 > 0:41:04it feels a little bit more luxurious, the smell's nicer,
0:41:04 > 0:41:07but it will do the same job, and it's as simple as that.
0:41:07 > 0:41:10You're basically saying that, actually, when it comes down to it,
0:41:10 > 0:41:13what's in that bottle from that manufacturer
0:41:13 > 0:41:16or that famous hairdresser is pretty much the same as
0:41:16 > 0:41:19what's in that bottle from the other one.
0:41:19 > 0:41:20More or less.
0:41:20 > 0:41:26If you are really straining to buy these products financially,
0:41:26 > 0:41:28because of what it's promising,
0:41:28 > 0:41:30there's always a cheaper alternative.
0:41:30 > 0:41:32And it's exactly the same.
0:41:32 > 0:41:33And that's all for now.
0:41:33 > 0:41:36Our main news tonight is at 10.05.
0:41:36 > 0:41:38Now let's take a look at the weather.
0:41:43 > 0:41:45If you've got a story you'd like us to investigate,
0:41:45 > 0:41:49then you can get in touch with us via our Facebook page,
0:41:49 > 0:41:50BBC Rip-Off Britain,
0:41:50 > 0:41:53our website...
0:41:56 > 0:41:58..or e-mail...
0:42:01 > 0:42:03And, of course, you can always send us a letter
0:42:03 > 0:42:05to our postal address, which is...
0:42:17 > 0:42:20Well, I can understand that it's not something we like to think about
0:42:20 > 0:42:23but, all the same, it was a surprise to find out
0:42:23 > 0:42:25just how many of us haven't made a will yet.
0:42:25 > 0:42:28When you see what can happen if you haven't made the right plans
0:42:28 > 0:42:30for the future, it really does make sense
0:42:30 > 0:42:34to sort it out now to avoid an awful lot of bother and heartache
0:42:34 > 0:42:36further down the line.
0:42:36 > 0:42:38You know, I loved that tip about getting a professional
0:42:38 > 0:42:40to do your will for free,
0:42:40 > 0:42:44so do check where and when that applies in your area.
0:42:44 > 0:42:45But it just goes to show
0:42:45 > 0:42:47what today's programme is really all about,
0:42:47 > 0:42:49and that is that you don't have to pay through the nose
0:42:49 > 0:42:52to get the best products and services.
0:42:52 > 0:42:53An awful lot of the time,
0:42:53 > 0:42:56that is money that could be in your pocket instead.
0:42:56 > 0:42:58Just where it should be,
0:42:58 > 0:43:00and where a bit more of my money is
0:43:00 > 0:43:02since I learned how to save two-thirds
0:43:02 > 0:43:05on my dog Gemma's monthly medication through this programme.
0:43:05 > 0:43:08And if you have any tips whatsoever to help save a few pennies,
0:43:08 > 0:43:10please do share them with us all,
0:43:10 > 0:43:13either on Facebook or by dropping us a little e-mail.
0:43:13 > 0:43:15But for now, though, we're right out of time,
0:43:15 > 0:43:17so thank you so much for watching and we'll see you next time around.
0:43:17 > 0:43:20- From all of us, bye-bye. - Goodbye.- Goodbye.