0:00:03 > 0:00:05We asked you to tell us what's left you feeling ripped off,
0:00:05 > 0:00:08and you contacted us in your thousands.
0:00:08 > 0:00:11You've told us about the companies you think get it wrong and
0:00:11 > 0:00:14the customer service that's simply not up to scratch.
0:00:14 > 0:00:17They should be looking after their customers and they don't.
0:00:17 > 0:00:21Loyalty to the customers is a very low priority.
0:00:21 > 0:00:24You've asked us to track down the scammers who stole your money
0:00:24 > 0:00:28and investigate the extra charges you say are unfair.
0:00:28 > 0:00:31Big companies, big corporations and more into the money and
0:00:31 > 0:00:32the numbers than they are about the people.
0:00:32 > 0:00:35And when you've lost out but nobody else is to blame,
0:00:35 > 0:00:38you've come to us to stop others falling into the same trap.
0:00:38 > 0:00:41It genuinely feels like I'm getting ripped off.
0:00:41 > 0:00:45So, whether it's a blatant rip-off or a genuine mistake...
0:00:45 > 0:00:48We're here to find out why you're out of pocket and what you
0:00:48 > 0:00:49can do about it.
0:00:49 > 0:00:53Your stories, your money. This is Rip-Off Britain.
0:00:56 > 0:01:00Hello and welcome to Rip-Off Britain - the programme that's here
0:01:00 > 0:01:03to fight your corner when whoever it is you've spent your money or
0:01:03 > 0:01:06done business with has let you down in some way.
0:01:06 > 0:01:07And I must tell you,
0:01:07 > 0:01:11we have some absolutely jaw-dropping examples of that coming up today.
0:01:11 > 0:01:13Yes. Without giving too much away,
0:01:13 > 0:01:16the people we're going to be meeting would all say that the
0:01:16 > 0:01:19companies they've been dealing with should have done a whole lot better.
0:01:19 > 0:01:22And when you hear what's happened to make them feel that way,
0:01:22 > 0:01:24I reckon you're going to agree.
0:01:24 > 0:01:27Not least when we reveal the results of
0:01:27 > 0:01:29a little experiment we've carried out on some of the best-known
0:01:29 > 0:01:33names in shopping because what we found out is more than simply
0:01:33 > 0:01:35sloppy service. In some cases,
0:01:35 > 0:01:39you might even say it's downright dangerous and it certainly
0:01:39 > 0:01:42raises some big questions about the checks they've got in place.
0:01:44 > 0:01:48Coming up, one parent's shock at how easy it is for teenagers to
0:01:48 > 0:01:51buy items the law says they shouldn't be able to, and from
0:01:51 > 0:01:54some of the country's best-known stores.
0:01:55 > 0:01:59I'm angry that it is so easy for someone of your age to go
0:01:59 > 0:02:04online and just, at the click of a few buttons, order this stuff.
0:02:04 > 0:02:07And how an energy-saving solution, often put in for free,
0:02:07 > 0:02:11could end up costing you a fortune if it needs to come out.
0:02:11 > 0:02:15It worries me that we will have to pay to take it out cos
0:02:15 > 0:02:18we're talking thousands of pounds that we just don't have.
0:02:22 > 0:02:25In the past, I guess we've tended to rely on sales staff and
0:02:25 > 0:02:28shopkeepers to make sure that teenagers are not buying
0:02:28 > 0:02:31goods that they're simply not old enough to own, whether that's
0:02:31 > 0:02:35films with an 18 certificate, or things like alcohol or knives.
0:02:35 > 0:02:39Now, retailers are breaking the law if they sell age-restricted
0:02:39 > 0:02:42products to anyone who's under 18,
0:02:42 > 0:02:44but I think, while we all know that it can be
0:02:44 > 0:02:47a lot harder for online stores to actually make sure that
0:02:47 > 0:02:50the person who says they're 18 really is that age,
0:02:50 > 0:02:53you probably won't have realised that some of the leading retailers
0:02:53 > 0:02:57on the Web don't always make even the simplest of checks
0:02:57 > 0:03:00to find out how old their customers really are.
0:03:00 > 0:03:04And, as we've discovered, that can lead to some extremely
0:03:04 > 0:03:07worrying items just dropping through the letterbox.
0:03:09 > 0:03:13Tommy Anderson is much like any 16-year-old - he likes clothes,
0:03:13 > 0:03:15shopping and hanging out with friends,
0:03:15 > 0:03:18and he's part of the three-quarters of all young people who now
0:03:18 > 0:03:21have their own bank account with, of course, a debit card as part of it.
0:03:21 > 0:03:25The best thing about having a debit card is probably just how
0:03:25 > 0:03:29quick and simple it is just to use out about, and it's better
0:03:29 > 0:03:32than just having a lot of money on you that can just be taken.
0:03:32 > 0:03:35With a card, it's pretty safe.
0:03:35 > 0:03:38And also, when I'm online, it's just an easier transaction.
0:03:40 > 0:03:44Tommy has a part-time job as a glass collector, and he gets extra money
0:03:44 > 0:03:48for birthdays and Christmas, all of which goes into his bank account.
0:03:48 > 0:03:50And as far as mum Lorraine is concerned,
0:03:50 > 0:03:52that's an essential part of growing up.
0:03:52 > 0:03:55I think it's very important for Tommy to have his own bank account,
0:03:55 > 0:03:58to learn about responsibility with money.
0:03:58 > 0:04:03He can buy what he wants but, when the money's gone, it's gone.
0:04:03 > 0:04:07And I think all 16-year-olds should have that opportunity.
0:04:07 > 0:04:11Lorraine is sure that Tommy would never attempt to use his bank card
0:04:11 > 0:04:12for something he shouldn't.
0:04:12 > 0:04:15And she hopes, because he's got a young person's account,
0:04:15 > 0:04:17he wouldn't be able to.
0:04:17 > 0:04:20But she's very much aware that the internet makes it easy for
0:04:20 > 0:04:24young people to get their hands on all sorts of things that
0:04:24 > 0:04:27simply wouldn't have been possible in the past.
0:04:27 > 0:04:30When I was younger, you walked into a shop and,
0:04:30 > 0:04:33if you are under 18, you couldn't get hold of things.
0:04:33 > 0:04:36Now you're just behind a screen, you could be anyone and,
0:04:36 > 0:04:38as a parent, it's really scary.
0:04:40 > 0:04:43The law says it's down to the retailer to ensure that they're
0:04:43 > 0:04:47not selling age-restricted products to under-18s.
0:04:47 > 0:04:51But the whole process of how they control that was put centre stage
0:04:51 > 0:04:55in 2015 when a 16-year-old boy was murdered by
0:04:55 > 0:04:58a fellow teenager at school in Aberdeen using
0:04:58 > 0:05:01a knife that the killer had bought through Amazon.
0:05:01 > 0:05:05He's been named locally as Bailey Gwynne and police say they're
0:05:05 > 0:05:08treating his death as a murder inquiry.
0:05:08 > 0:05:10And in March 2016, Theresa May,
0:05:10 > 0:05:14still Home Secretary at the time, urged retailers to improve
0:05:14 > 0:05:18their efforts to prevent the illegal sale of knives to young people.
0:05:18 > 0:05:22So, several months on, we want to find out if that's happened.
0:05:25 > 0:05:29Lorraine and Tommy have volunteered to help us with an experiment -
0:05:29 > 0:05:32to find out whether the leading online retailers are doing all they
0:05:32 > 0:05:37should to stop young people buying dangerous or banned products online.
0:05:37 > 0:05:41Using 16-year-old Tommy's name and, crucially, his debit card,
0:05:41 > 0:05:44we asked Lorraine to see what would happen if she tried to
0:05:44 > 0:05:48purchase an age-restricted item from each of the top five online
0:05:48 > 0:05:54retailers - Amazon, John Lewis, Tesco Direct, Argos and Next.
0:05:54 > 0:05:58Between them, they sell and dispatch ?12 billion worth of goods every
0:05:58 > 0:06:03year, but just one illegally sold product could lead to prosecution.
0:06:03 > 0:06:07I'm on the John Lewis website and I'm going to try and buy some
0:06:07 > 0:06:12alcohol on Tommy's card. It does say, "By law, we cannot sell this
0:06:12 > 0:06:16"product to anyone under 18." But I'm just going to check out that.
0:06:18 > 0:06:21Straight away, Lorraine hits the first of the retailer's
0:06:21 > 0:06:22security checks.
0:06:22 > 0:06:27Right, it says here, age-restricted products - you need to be
0:06:27 > 0:06:30over 18 to buy the following products.
0:06:30 > 0:06:34But she doesn't think that's likely to stop a determined teenager.
0:06:34 > 0:06:37I'm going to do what any other 16-year-old would do and
0:06:37 > 0:06:41change the date of birth to make him old enough.
0:06:41 > 0:06:44It has just accepted it - the date of birth that I've put in
0:06:44 > 0:06:45has been accepted.
0:06:47 > 0:06:49Despite that lie, you might hope that
0:06:49 > 0:06:52a teenager attempting such a purchase would be thwarted as
0:06:52 > 0:06:55soon as they entered their card details which, you'd hope,
0:06:55 > 0:07:00would flag up that the account belongs to someone under 18.
0:07:00 > 0:07:03But, in fact, that doesn't happen, and retailers can't tell if
0:07:03 > 0:07:06the cardholder is underage.
0:07:06 > 0:07:09So, with John Lewis assuming it's selling to an adult,
0:07:09 > 0:07:11the purchase goes through.
0:07:11 > 0:07:15He's been able to buy alcohol from John Lewis.
0:07:15 > 0:07:17That's naughty, very naughty.
0:07:19 > 0:07:22Now, ideally, there is a further safety check that retailers
0:07:22 > 0:07:24should carry out because,
0:07:24 > 0:07:28when any age-restricted product bought online is delivered,
0:07:28 > 0:07:31it's recommended that the driver should only hand it over after
0:07:31 > 0:07:35seeing ID that proves that the buyer is over 18.
0:07:35 > 0:07:39But with John Lewis's delivery date not for a couple of days,
0:07:39 > 0:07:42Lorraine's on to the next website - Tesco Direct,
0:07:42 > 0:07:45where she's looking to purchase an 18-certificate DVD.
0:07:47 > 0:07:51This says, "You must be 18 or over to buy this item."
0:07:51 > 0:07:55And it says, "An adult will need to sign for this item."
0:07:57 > 0:08:00Again, Lorraine got past the age check by doctoring Tommy's
0:08:00 > 0:08:03date of birth to say that he was 18.
0:08:03 > 0:08:05And, of course, his debit card was treated
0:08:05 > 0:08:07no differently from an adult's.
0:08:07 > 0:08:09But if Tesco sticks to its word,
0:08:09 > 0:08:13Tommy won't be able to take delivery of the DVD.
0:08:13 > 0:08:17Next up, Argos which, unlike Tesco and John Lewis,
0:08:17 > 0:08:22didn't even ask or have any checks in place to confirm the age
0:08:22 > 0:08:25of someone purchasing age-restricted goods - in our case,
0:08:25 > 0:08:27an 18-rated game.
0:08:27 > 0:08:32No age verification. It's just gone through straight away. Not good.
0:08:33 > 0:08:37So, with alcohol, games and films ticked off the list,
0:08:37 > 0:08:42next, Lorraine tried buying something more dangerous - a knife.
0:08:42 > 0:08:46In most cases, selling one to a person under 18 is an offence
0:08:46 > 0:08:48under the Offensive Weapons Act,
0:08:48 > 0:08:50and in light of the murder of Bailey Gwynne,
0:08:50 > 0:08:54online sales should now be more tightly controlled than ever before.
0:08:56 > 0:08:59Lorraine heads first to Amazon - the site that sold
0:08:59 > 0:09:01a knife to Bailey Gwynne's 16-year-old killer.
0:09:01 > 0:09:04Now, in fact, the one she chose isn't legally classified as
0:09:04 > 0:09:08an offensive weapon because it's a folding blade measuring less
0:09:08 > 0:09:09than three inches.
0:09:09 > 0:09:13Even so, Amazon itself has slapped an age restriction on it which,
0:09:13 > 0:09:16she assumes, will mean she won't be able to buy it
0:09:16 > 0:09:19using 16-year-old Tommy's details. OK.
0:09:19 > 0:09:24So, I'm on Amazon and I'm looking at a pretty scary hand knife.
0:09:24 > 0:09:28It's got an 18 warning on it and I would be very surprised if you could
0:09:28 > 0:09:35get away with a young person's bank card to buy something like this.
0:09:35 > 0:09:38But the age checks on Amazon were, in fact,
0:09:38 > 0:09:42less rigorous than two of the three sites Lorraine had visited so far.
0:09:42 > 0:09:45It's not asked me any details except where I live.
0:09:45 > 0:09:49Right, I'm going to click "buy". "Thank you.
0:09:49 > 0:09:50"Your order has been placed."
0:09:51 > 0:09:56Finally, Lorraine visited the fifth-largest online retailer in
0:09:56 > 0:09:57the country - Next.
0:09:57 > 0:10:01Now, you supposedly have to be 18 to buy anything at all from
0:10:01 > 0:10:05Next's website but, once again, simply altering Tommy's date
0:10:05 > 0:10:09of birth allowed Lorraine to shop freely in his name.
0:10:09 > 0:10:12And, once again, she was able to purchase a knife - this time,
0:10:12 > 0:10:16one that is illegal for a child to buy.
0:10:16 > 0:10:20And the order's complete, so I've now ordered a knife.
0:10:22 > 0:10:24So, over the course of just a few minutes,
0:10:24 > 0:10:28using Tommy's bank card, Lorraine has been able to buy alcohol,
0:10:28 > 0:10:32age-restricted games and DVDs and knives.
0:10:32 > 0:10:35And all it took was a simple change to Tommy's birth date to make
0:10:35 > 0:10:40him seem over 18. I am very shocked.
0:10:40 > 0:10:44I wouldn't have thought that these type of names would not have
0:10:44 > 0:10:48anything in place properly that would stop someone
0:10:48 > 0:10:53under 18 buying goods such as knives.
0:10:53 > 0:10:55And I think it's terrible.
0:10:56 > 0:10:59Of course, as far as all of these stores knew,
0:10:59 > 0:11:02the customer buying their product was over 18 because,
0:11:02 > 0:11:08in response to those that bothered to check, that is what we'd said.
0:11:08 > 0:11:11But we wondered if any of these stores would really consider such
0:11:11 > 0:11:14an easily breached safeguard to be sufficient,
0:11:14 > 0:11:16so we contacted them all with what we'd found.
0:11:18 > 0:11:22John Lewis told us that its website and terms and conditions
0:11:22 > 0:11:25make clear that it is illegal for anyone under 18
0:11:25 > 0:11:27to buy alcohol and that
0:11:27 > 0:11:31customers should give truthful and accurate information.
0:11:31 > 0:11:34It stressed that the site has repeated request for age
0:11:34 > 0:11:37verification but went on to add that, in April 2016,
0:11:37 > 0:11:41it removed sharp-bladed knives from sale online.
0:11:41 > 0:11:45Tesco Direct, where we ordered the 18-rated film,
0:11:45 > 0:11:48told us it constantly reviews age-restricted procedures and
0:11:48 > 0:11:52will look again at its process in light of what we found.
0:11:52 > 0:11:55But it added that, if we'd ordered knives or alcohol,
0:11:55 > 0:11:59a face-to-face ID check would have been compulsory.
0:11:59 > 0:12:03Next told us it too will be updating its IT system to prevent
0:12:03 > 0:12:07underage customers purchasing age-restricted goods online.
0:12:07 > 0:12:12Argos stressed it has robust processes in place but will
0:12:12 > 0:12:14tighten up the process where required.
0:12:14 > 0:12:18And Amazon told us that it's committed to the safe
0:12:18 > 0:12:20delivery of bladed products, adding that,
0:12:20 > 0:12:23though it isn't against the law for someone aged 16 to buy
0:12:23 > 0:12:26the specific knife that Lorraine bought,
0:12:26 > 0:12:29Amazon goes beyond what the law requires by stating all
0:12:29 > 0:12:33potentially dangerous knives are not for sale to anyone under 18.
0:12:33 > 0:12:38And it stressed that age checks are compulsory on delivery.
0:12:39 > 0:12:41But while it was easy enough to hide behind
0:12:41 > 0:12:44a fake date of birth to make a purchase online,
0:12:44 > 0:12:47perhaps the true test will come with the delivery drivers.
0:12:47 > 0:12:50Will any of them ask to check Tommy's ID, as they should,
0:12:50 > 0:12:52before delivering the goods?
0:12:52 > 0:12:55We'll find out later in the programme.
0:13:00 > 0:13:03Now, in the ongoing drive to reduce our energy bills and,
0:13:03 > 0:13:05at the same time, help save the planet,
0:13:05 > 0:13:08there have been lots of initiatives designed to persuade us all
0:13:08 > 0:13:11to make our homes more efficient and, very often,
0:13:11 > 0:13:15one particular solution to that has been offered with what seems
0:13:15 > 0:13:18to be an unbeatable incentive - you can have it installed in
0:13:18 > 0:13:21your house for free. The trouble is, years later,
0:13:21 > 0:13:24that irresistible offer has come back to haunt some of
0:13:24 > 0:13:27the people who took it out because, while it may have cost
0:13:27 > 0:13:28nothing to put it in,
0:13:28 > 0:13:31if it somehow ends up causing a problem or perhaps should
0:13:31 > 0:13:34never have been installed in the first place, it could cost you
0:13:34 > 0:13:38an awful lot of money and, indeed, frustration to get it taken out.
0:13:41 > 0:13:44In the construction boom of the 1960s and '70s,
0:13:44 > 0:13:46millions of homes, just like this,
0:13:46 > 0:13:49sprang up in new communities right across the country.
0:13:49 > 0:13:51But whilst they might initially have seemed the epitome of
0:13:51 > 0:13:55modern living, it turned out that many of them were cold,
0:13:55 > 0:13:58draughty and really bad at maintaining heat.
0:14:00 > 0:14:03But those homes weren't destined to be chilly for ever.
0:14:03 > 0:14:06A solution was devised that meant that homes could be retrofitted
0:14:06 > 0:14:11with the same toasty insulation as a brand-new home built today.
0:14:11 > 0:14:13It was called cavity wall insulation and, of course,
0:14:13 > 0:14:17it works by storing heat inside the two layers of wall that most modern
0:14:17 > 0:14:22properties are built with, then bouncing it back into the rooms.
0:14:22 > 0:14:25And while it should make things altogether more cosy and
0:14:25 > 0:14:28energy efficient, some people say that it's led to their home
0:14:28 > 0:14:30suddenly looking like this.
0:14:30 > 0:14:34It really started happening probably about Christmas last year.
0:14:34 > 0:14:36It was almost like a horror film.
0:14:36 > 0:14:39I was very shocked when I first saw this, and confused.
0:14:39 > 0:14:42We first heard of one of these problems when Paul Scott-Bates
0:14:42 > 0:14:45from Lancashire popped in to our pop-up shop.
0:14:45 > 0:14:48We've got damp on the inside walls, and condensation.
0:14:48 > 0:14:50And how bad is the damage? It's quite bad.
0:14:50 > 0:14:53We have mould on the inside of the dining-room wall,
0:14:53 > 0:14:55which isn't very nice when you're eating your meals.
0:14:57 > 0:15:01We were intrigued so we went to Paul's house to find out more.
0:15:01 > 0:15:05He'd had cavity wall insulation installed in 2010 and,
0:15:05 > 0:15:08like many people, he'd got it free.
0:15:08 > 0:15:11In his case, it was under the government's now discontinued
0:15:11 > 0:15:13Green Deal scheme.
0:15:13 > 0:15:16But just a few months later, Paul noticed damp patches that had
0:15:16 > 0:15:19suddenly started appearing inside the house.
0:15:19 > 0:15:22They're only small areas so, at the time,
0:15:22 > 0:15:24we just patched them up and redecorated,
0:15:24 > 0:15:28really not knowing where to go to investigate it further.
0:15:30 > 0:15:32For five years, the couple lived with the damp.
0:15:32 > 0:15:34But in December 2015,
0:15:34 > 0:15:39the problems got so bad they just couldn't ignore them any longer.
0:15:39 > 0:15:43I came downstairs one morning. I could hear a buzzing noise.
0:15:43 > 0:15:44CLICK
0:15:44 > 0:15:48Then I noticed water running down the wall and water was going round
0:15:48 > 0:15:52the back of the plug socket, which was obviously what the buzzing was.
0:15:52 > 0:15:54Other walls were now showing signs of damp as well and,
0:15:54 > 0:15:58over the next few weeks, they started to develop mould.
0:15:58 > 0:16:01We have two small children, one of which is 15 months old.
0:16:01 > 0:16:03And, again, we worry that, if we have mould in the house,
0:16:03 > 0:16:08is it affecting respiration? Is it affecting our breathing?
0:16:08 > 0:16:10And is it affecting our health?
0:16:13 > 0:16:16As all of this had started only after the cavity wall insulation had
0:16:16 > 0:16:19been fitted, it was clear to Paul that there must be
0:16:19 > 0:16:22a connection, but he'd been given no guarantee for the work by the
0:16:22 > 0:16:27company that installed it which, in any case, was now out of business.
0:16:27 > 0:16:29So he was delighted to hear that there's an organisation that
0:16:29 > 0:16:31might be able to help.
0:16:31 > 0:16:35It's called the Cavity Insulation Guarantee Agency, CIGA for short,
0:16:35 > 0:16:40and it provides a 25-year guarantee for most installations of this type.
0:16:40 > 0:16:43And, sure enough, when Paul got in touch,
0:16:43 > 0:16:46CIGA sent round a surveyor to inspect the damp.
0:16:46 > 0:16:48However, his report concluded that,
0:16:48 > 0:16:51although Paul was right to suspect the problem was a result of his
0:16:51 > 0:16:56cavity wall insulation, it wasn't down to how it had been fitted.
0:16:56 > 0:16:59Instead, it pointed the finger at Paul and his family,
0:16:59 > 0:17:02saying that they had failed to ventilate the house properly
0:17:02 > 0:17:06or sufficiently maintain the outside walls.
0:17:06 > 0:17:09And at that point, we really just thought we're just not
0:17:09 > 0:17:12getting anywhere with the body that we thought would really help us.
0:17:12 > 0:17:14We haven't been supported by CIGA.
0:17:14 > 0:17:17I don't think they've given us an accurate report.
0:17:19 > 0:17:23Paul was particularly unhappy that the inspector's report hadn't
0:17:23 > 0:17:26addressed perhaps his biggest concern - whether the house
0:17:26 > 0:17:30had been suitable for cavity wall insulation in the first place
0:17:30 > 0:17:34because, after doing some research, he was certain that it wasn't.
0:17:34 > 0:17:37I believe, having investigated,
0:17:37 > 0:17:41that our house isn't suitable for cavity wall insulation on
0:17:41 > 0:17:45two accounts - one, that it is south-facing and, secondly,
0:17:45 > 0:17:48that it gets a lot of hard-driven rain and weather against
0:17:48 > 0:17:49the back of the house.
0:17:49 > 0:17:53Water will permeate through certain types of brick,
0:17:53 > 0:17:57particularly brick that we have in our house, cos it's quite porous.
0:17:57 > 0:18:00Previously, any water that seeped through the bricks would have
0:18:00 > 0:18:02stopped at the cavity but,
0:18:02 > 0:18:06with the insulation now filling that gap, any water that gets through the
0:18:06 > 0:18:11exterior wall seeps straight through to the interior walls of the house.
0:18:11 > 0:18:13It's for this reason that, in some parts of the country,
0:18:13 > 0:18:17it's now recommended that cavity wall insulation should not be
0:18:17 > 0:18:21fitted in walls that bear the brunt of hard weather, such as some
0:18:21 > 0:18:25south-facing or particularly exposed walls, although there was
0:18:25 > 0:18:28no mention of it in CIGA's report.
0:18:28 > 0:18:33The CIGA report never once actually acknowledged the reason I'd
0:18:33 > 0:18:36asked them to come out, ie, was the property suitable?
0:18:36 > 0:18:37Never once said yes or no.
0:18:41 > 0:18:45So, with the report blaming the damp on a lack of maintenance, CIGA's
0:18:45 > 0:18:47guarantee wouldn't apply,
0:18:47 > 0:18:50leaving Paul with the cost of putting things right.
0:18:50 > 0:18:53And by the time the insulation's been removed and the damage
0:18:53 > 0:18:57repaired, he reckons that could run into several thousand pounds.
0:18:58 > 0:19:01It's very upsetting to us because we had the work done as part of
0:19:01 > 0:19:04a government scheme at no cost to us,
0:19:04 > 0:19:08thinking that we would make the house warmer, thinking that we'd
0:19:08 > 0:19:13save money on energy, thinking that it would be a little bit greener.
0:19:13 > 0:19:14Um...
0:19:14 > 0:19:18But to find now that it's actually causing problems,
0:19:18 > 0:19:21it's a problem that we can't afford to have rectified.
0:19:23 > 0:19:25We've heard from others who've found themselves in
0:19:25 > 0:19:28a similar situation - for example, Karen Eastham.
0:19:28 > 0:19:31She lives 26 miles away from Paul in Preston.
0:19:31 > 0:19:34When Karen and her boyfriend bought their house in 2012,
0:19:34 > 0:19:38it had already been fitted with cavity wall insulation but the damp
0:19:38 > 0:19:43and mould only started to appear later after a prolonged wet spell.
0:19:43 > 0:19:46I think it was alarm bells were ringing when we noticed the damp
0:19:46 > 0:19:50in the downstairs toilet and then, not long after that, there was
0:19:50 > 0:19:54thick black mould on the wall, and growing on the items in
0:19:54 > 0:19:56the cupboard as well. It's horrible.
0:19:58 > 0:20:01Although Karen did have a guarantee from the company that had
0:20:01 > 0:20:03installed the insulation,
0:20:03 > 0:20:06it was no longer in business, so she too went to CIGA which,
0:20:06 > 0:20:10once again, insisted that its guarantee wouldn't apply, as
0:20:10 > 0:20:13in Paul's case, saying the problems were because the walls hadn't
0:20:13 > 0:20:15been properly maintained.
0:20:15 > 0:20:19So it would be Karen that has to foot the bill, sorting it all out.
0:20:19 > 0:20:22It worries me that we will have to, in the end,
0:20:22 > 0:20:27pay to take it out if they will not take responsibility, cos
0:20:27 > 0:20:31we're talking thousands pounds that we just don't have.
0:20:31 > 0:20:34The same situation was facing Pauline Saunders two years ago
0:20:34 > 0:20:37when she successfully fought to get her cavity wall insulation
0:20:37 > 0:20:40removed under CIGA's guarantee.
0:20:40 > 0:20:46I had a massive battle but, due to my persistence and sheer
0:20:46 > 0:20:51effort and the amount of time I put in, I managed to win my case.
0:20:51 > 0:20:55After that, Pauline set up the Cavity Insulation Victims' Alliance
0:20:55 > 0:20:58to help other people in the same situation.
0:20:58 > 0:21:01In just two years, she's been contacted by more than 1,000
0:21:01 > 0:21:05homeowners who now all regret having their insulation installed.
0:21:06 > 0:21:10Cos it's very easy to have installed, but it's very,
0:21:10 > 0:21:12very difficult to have it removed,
0:21:12 > 0:21:16and it's far more expensive to remove than it is to install.
0:21:16 > 0:21:20Pauline is meeting both Paul and Karen to see if her experience
0:21:20 > 0:21:23can help them decide what to do next, and they've gone
0:21:23 > 0:21:26to Paul's house so that she can see the damage for herself.
0:21:26 > 0:21:27Oh, Paul, look at that.
0:21:27 > 0:21:30You can see it there. Oh, that's absolutely dreadful.
0:21:30 > 0:21:34And she very quickly forms the same opinion as Paul, that his house may
0:21:34 > 0:21:38not have been suitable for this type of insulation in the first place.
0:21:38 > 0:21:42Now, let me get my facts straight now. That is south... Yeah.
0:21:42 > 0:21:45So you're catching all the wind-driven rain there. Yeah.
0:21:45 > 0:21:46You're really elevated.
0:21:48 > 0:21:52Pauline believes it's unfair for homeowners to be accused of poor maintenance
0:21:52 > 0:21:55when chances are they weren't told that they needed to do any.
0:21:55 > 0:22:01Properties that had the insulation done more than five or six years ago,
0:22:01 > 0:22:05CIGA are tending to blame maintenance, but the thing is,
0:22:05 > 0:22:08there's nowhere on a guarantee
0:22:08 > 0:22:12that mentions that after you've had insulation, you need to keep
0:22:12 > 0:22:14your property in tiptop condition.
0:22:16 > 0:22:20And whatever the cause, the mould is a potential health hazard.
0:22:20 > 0:22:23That is really dreadful, I mean, especially if you've got
0:22:23 > 0:22:26children in the house. Well... It's really, really bad.
0:22:26 > 0:22:28Pauline is hopeful she will be able
0:22:28 > 0:22:32to help and she has plenty of other cases, but first she wants to check
0:22:32 > 0:22:36exactly what was said in Paul and Karen's inspection reports.
0:22:36 > 0:22:40We've had an inspection back in April and they agree
0:22:40 > 0:22:42that it's caused the damage
0:22:42 > 0:22:45but they're not willing to take responsibility, basically.
0:22:45 > 0:22:49What was the reason they gave for not honouring the guarantee?
0:22:49 > 0:22:52Lack of maintenance. Right, OK.
0:22:54 > 0:22:56But there's nothing in Karen's guarantee to suggest that
0:22:56 > 0:23:00maintenance may be an issue. In fact, it's not mentioned at all,
0:23:00 > 0:23:03nor is there any evidence the installers left paperwork
0:23:03 > 0:23:07making a reference to the state of the wall at the time the insulation
0:23:07 > 0:23:10was fitted, which Pauline says CIGA would need
0:23:10 > 0:23:12in order to prove that it's been poorly looked after since.
0:23:12 > 0:23:16Are they not meant to provide the customer with a copy of
0:23:16 > 0:23:18the pre-installation report? Yes.
0:23:18 > 0:23:23Because how do you prove the condition of the pointing in 2009? Exactly.
0:23:23 > 0:23:26With Karen at a stalemate with CIGA,
0:23:26 > 0:23:30Pauline believes the best solution is to appeal its decision through
0:23:30 > 0:23:33its alternative dispute resolution service, which helps
0:23:33 > 0:23:36settle disagreements like this one.
0:23:36 > 0:23:38And she thinks that's an option for Paul as well.
0:23:38 > 0:23:42Demand your guarantee. You're entitled to your guarantee.
0:23:42 > 0:23:46A neighbour of mine, her installer had gone out of business.
0:23:46 > 0:23:48On her behalf I contacted CIGA
0:23:48 > 0:23:51and they said, "Well, there's no guarantee."
0:23:51 > 0:23:56We pushed and pushed and pushed and CIGA reimbursed her there and then.
0:23:56 > 0:23:59That's exactly the same as mine, isn't it? Yeah, yeah.
0:23:59 > 0:24:02The arbitration process will take several months
0:24:02 > 0:24:04and there's no certainty of success
0:24:04 > 0:24:06but however things ultimately turn out,
0:24:06 > 0:24:10all three have found the meeting very positive.
0:24:10 > 0:24:12I can't guarantee anything, obviously,
0:24:12 > 0:24:15but it won't be through lack of trying if we don't get
0:24:15 > 0:24:16justice for them in the end.
0:24:18 > 0:24:21It's really good to know there are people like Pauline out there
0:24:21 > 0:24:25who have been through the same experience and they're there to
0:24:25 > 0:24:31offer help when the bigger companies don't want to help, really.
0:24:31 > 0:24:34But when we spoke to CIGA, it was sticking to its guns
0:24:34 > 0:24:38that in both these cases it's poor property maintenance to blame
0:24:38 > 0:24:41for the damp and mould, not defective cavity wall insulation,
0:24:41 > 0:24:46or incorrect installation, and as a result, it can't accept liability
0:24:46 > 0:24:48for maintenance or repair work.
0:24:48 > 0:24:53CIGA says cavity wall insulation is an exceptionally reliable product
0:24:53 > 0:24:56with only two in every 1,000 properties reporting problems.
0:24:56 > 0:25:00Despite that, it says the customer service experienced by Paul
0:25:00 > 0:25:02and Karen had fallen well below standard
0:25:02 > 0:25:07and it's apologised for the distress and inconvenience caused.
0:25:07 > 0:25:10It has sent Paul a guarantee to cover any future problems
0:25:10 > 0:25:13it does agree are down to poor workmanship,
0:25:13 > 0:25:14and it's provided Paul and Karen
0:25:14 > 0:25:18with details of its arbitration scheme if they wish
0:25:18 > 0:25:20to pursue their current complaint,
0:25:20 > 0:25:24which of course is the route that both have decided already to take.
0:25:24 > 0:25:27But while they wait to see how that pans out, Paul and Karen would
0:25:27 > 0:25:29recommend that anyone thinking
0:25:29 > 0:25:31of having cavity wall installation installed
0:25:31 > 0:25:36make sure that it's definitely right for their homes before going ahead.
0:25:36 > 0:25:39I think if people are considering having cavity wall insulation
0:25:39 > 0:25:42fitted, I'd first of all do a little bit of homework,
0:25:42 > 0:25:45make sure that your property is suitable and also
0:25:45 > 0:25:48ensure that you're given a full guarantee.
0:25:55 > 0:25:56Still to come on Rip-Off Britain -
0:25:56 > 0:26:00as we see how many of those adult products make it into the hands
0:26:00 > 0:26:04of 16-year-old Tommy, why is a young person's bank card
0:26:04 > 0:26:07able to make such purchases in the first place?
0:26:07 > 0:26:12They must have something put in place at the seller's level
0:26:12 > 0:26:15or at the bank or even with the government.
0:26:20 > 0:26:22It's one of our favourite events of the year -
0:26:22 > 0:26:25the two days when we bring Rip-Off Britain to you.
0:26:25 > 0:26:28We watch you on the TV all the time. Oh, good. Thank you.
0:26:28 > 0:26:30This programme is excellent.
0:26:30 > 0:26:34This time we set up our annual pop-up shop in Manchester,
0:26:34 > 0:26:37where our top team of experts was ready to step in
0:26:37 > 0:26:39to get your troubles resolved.
0:26:39 > 0:26:41We will send a letter to the business and ask them to
0:26:41 > 0:26:44come up with a solution that works for both of you. Happy with that?
0:26:44 > 0:26:46Yes, certainly. Thanks very much.
0:26:47 > 0:26:50Well, as you can see, this year we're right in the heart of
0:26:50 > 0:26:53the shopping mall and that's really good news for us because
0:26:53 > 0:26:56we want to see as many of you as possible and we want you to
0:26:56 > 0:26:59be able to find us easily, and it's already happening.
0:26:59 > 0:27:01We're finding that people are walking past and thinking,
0:27:01 > 0:27:05"Oh, I'll just pop in and see if they can help me with my problems."
0:27:05 > 0:27:06And that's just the way we like it.
0:27:06 > 0:27:11Cilla Prescott was delighted to be able to talk to our technology expert, David McClelland,
0:27:11 > 0:27:13because she hasn't found it so easy
0:27:13 > 0:27:17to speak to a particular company she's been trying to contact.
0:27:17 > 0:27:20We got an e-mail saying that the people who
0:27:20 > 0:27:23provide our TV services were unable
0:27:23 > 0:27:27to collect a direct debit from our Visa account.
0:27:27 > 0:27:32It turned out the credit card registered to make her monthly payment had expired,
0:27:32 > 0:27:36so Cilla wanted to call the company to give them her new details.
0:27:36 > 0:27:38She assumed that would be simple,
0:27:38 > 0:27:42but when she rang, things weren't quite so straightforward.
0:27:42 > 0:27:44I got a pre-recorded voice.
0:27:44 > 0:27:47You're trying to sort of say, you know, what the problem is
0:27:47 > 0:27:51and this voice says, "I'm sorry, I didn't get that,"
0:27:51 > 0:27:54so they've obviously got a bank of about ten different things
0:27:54 > 0:27:57that they accept. Drives me crazy! Absolutely,
0:27:57 > 0:28:01and you're thinking, "Well, how can I sort of condense this?"
0:28:01 > 0:28:02So after about three attempts
0:28:02 > 0:28:05I slammed the phone down and swore, I'm afraid.
0:28:05 > 0:28:09The TV company has given her a ten-day deadline to sort this out,
0:28:09 > 0:28:10so Cilla is getting frustrated
0:28:10 > 0:28:14that she still hasn't been able to speak to anyone in person.
0:28:14 > 0:28:18Maddening, isn't it? It is maddening. It's really frustrating,
0:28:18 > 0:28:20and like you say, the clock is ticking for you. Absolutely.
0:28:20 > 0:28:23I can't get a human being to listen to me.
0:28:23 > 0:28:27Now, research has shown that most people do still like to speak
0:28:27 > 0:28:30to a real person when it comes to customer service, but when
0:28:30 > 0:28:32that doesn't work, David's advice
0:28:32 > 0:28:36is to try other avenues to get a company to sit up and listen.
0:28:36 > 0:28:40A lot of companies are putting almost a disproportionate amount
0:28:40 > 0:28:43of staff to answering social media enquiries,
0:28:43 > 0:28:45so that might be one approach to go down.
0:28:45 > 0:28:47Another one, when you get so frustrated no-one's
0:28:47 > 0:28:50listening to you, look up who the CEO of the company is.
0:28:50 > 0:28:54There are certain websites where you can type in the name of the company,
0:28:54 > 0:28:57they will give you a name, a telephone number, an e-mail address
0:28:57 > 0:29:00of the CEO's office. People have had a lot of success by
0:29:00 > 0:29:03going straight to the top to get their complaints sorted.
0:29:03 > 0:29:06We love going to the top! Absolutely.
0:29:06 > 0:29:10But with Cilla facing a looming deadline of no TV and broadband
0:29:10 > 0:29:12if she can't resolve this quickly,
0:29:12 > 0:29:14David volunteered to see what he could do to help.
0:29:14 > 0:29:17We'll take your details, we'll see what we can do for you as well,
0:29:17 > 0:29:20and hopefully you won't be cut off in a couple of days' time.
0:29:20 > 0:29:21Thank you!
0:29:21 > 0:29:24David followed his own advice and took to social media
0:29:24 > 0:29:28to try and make contact on Cilla's behalf, and later on
0:29:28 > 0:29:30he called her at home with an update.
0:29:30 > 0:29:33Hello, Cilla. It's David McClelland from the BBC Rip-Off Britain
0:29:33 > 0:29:36pop-up shop here. How are you? 'I'm all right, thank you.'
0:29:36 > 0:29:38Let me just chat you through a conversation I had with your
0:29:38 > 0:29:42service provider here. I got hold of them on Twitter.
0:29:42 > 0:29:44Interestingly, they were very responsive on Twitter
0:29:44 > 0:29:46and I had a good conversation.
0:29:46 > 0:29:49Well, even David struggled to get a telephone number for Cilla,
0:29:49 > 0:29:53but he did get enough advice over Twitter to point her in the right
0:29:53 > 0:29:56direction so she could register her card on the provider's website.
0:29:56 > 0:29:59Brilliant. Good luck with that, Cilla. 'Thank you.'
0:30:04 > 0:30:07Earlier in the programme we met 16-year-old Tommy Anderson
0:30:07 > 0:30:10and his mum Lorraine, who were helping us to test out what
0:30:10 > 0:30:13checks are being made by some of the country's biggest retailers
0:30:13 > 0:30:18to make sure that age-restricted products like alcohol, some films
0:30:18 > 0:30:21or even knives are not sold to underage teens.
0:30:21 > 0:30:24But Lorraine discovered that
0:30:24 > 0:30:27it was surprisingly easy to make the orders.
0:30:27 > 0:30:32However, will the delivery staff actually let Tommy accept the goods?
0:30:34 > 0:30:38Booze, 18-certificate films and knives - none of them
0:30:38 > 0:30:42things you want someone underage to be able to purchase online.
0:30:42 > 0:30:45But as we saw earlier, Lorraine Brown from Warrington was
0:30:45 > 0:30:48able to order all of these things
0:30:48 > 0:30:51using her 16-year-old son's name and debit card.
0:30:51 > 0:30:53I'm going to try and buy some alcohol.
0:30:53 > 0:30:57In fact, at each of the UK's top five online retailers,
0:30:57 > 0:31:00she was able to buy products aimed at over-18s.
0:31:00 > 0:31:03"Your order has been placed." Shocking.
0:31:03 > 0:31:06But as the delivery company should also be checking
0:31:06 > 0:31:09the age of the person to whom they hand the goods,
0:31:09 > 0:31:11it is still possible that none of what was ordered
0:31:11 > 0:31:13will make it into Tommy's hands.
0:31:13 > 0:31:17So, when the delivery day arrived, we asked Tommy to stay in,
0:31:17 > 0:31:19ready to answer the door, and we told him
0:31:19 > 0:31:23that if any of the drivers did, as recommended, ask for ID,
0:31:23 > 0:31:25he should show them the real thing,
0:31:25 > 0:31:28at which point they should refuse to give him the goods,
0:31:28 > 0:31:31but let's find out what actually happened.
0:31:37 > 0:31:41Tommy and mum Lorraine are catching up on which items were delivered,
0:31:41 > 0:31:44and there's certainly a big pile of parcels in front of them,
0:31:44 > 0:31:46starting with one from Amazon.
0:31:47 > 0:31:51Let's see what they delivered.
0:31:51 > 0:31:55Well, the knife ordered in Tommy's name did successfully arrive,
0:31:55 > 0:31:57but in this case - oops! It was Lorraine
0:31:57 > 0:32:01who inadvertently opened the door and signed for the package,
0:32:01 > 0:32:05along with some other parcels, so while hopefully Amazon's policy on
0:32:05 > 0:32:08getting an adult signature would have been followed whoever answered,
0:32:08 > 0:32:10we'll never know for sure
0:32:10 > 0:32:13what would have happened if Tommy had got there first.
0:32:13 > 0:32:15There's no such confusion, however,
0:32:15 > 0:32:19with the other knife that Lorraine ordered from Next.
0:32:19 > 0:32:20This one was simply posted
0:32:20 > 0:32:24through the letterbox with no signature or ID check requested,
0:32:24 > 0:32:28that despite Next's website clearly stating that
0:32:28 > 0:32:32it is an offence to sell knives to persons under the age of 18 years.
0:32:33 > 0:32:38There should be something on there saying that it needs signing for.
0:32:39 > 0:32:42The Argos delivery, an 18-rated game,
0:32:42 > 0:32:46required a signature from Tommy, but no ID check,
0:32:46 > 0:32:48while the DVD purchased from Tesco
0:32:48 > 0:32:51was again simply posted through the letterbox, even though
0:32:51 > 0:32:55the website declares that an adult will need to sign for this item.
0:32:55 > 0:32:59That was posted as well. Yes. No signature and, again,
0:32:59 > 0:33:04nothing on the packaging that says that you would need to.
0:33:04 > 0:33:08And finally, when the alcohol from John Lewis was delivered,
0:33:08 > 0:33:11Tommy was asked to sign for the package, but again,
0:33:11 > 0:33:13he wasn't asked for any ID.
0:33:13 > 0:33:17I'm actually really shocked because John Lewis is a really big name,
0:33:17 > 0:33:23so not requiring any ID when you've signed for it, I'm really surprised.
0:33:23 > 0:33:28I'm angry that it is so easy for someone of your age to go online
0:33:28 > 0:33:32and just... at the click of a few buttons,
0:33:32 > 0:33:36order this stuff, just by changing your dates. There's no way of
0:33:36 > 0:33:40knowing whether someone's changed their date of birth.
0:33:40 > 0:33:42These are big companies.
0:33:42 > 0:33:46Look at that. I'm actually lost for words.
0:33:46 > 0:33:50It's a terrible, scary, scary thing. Yeah. I was very surprised
0:33:50 > 0:33:53when you could order just the knives especially.
0:33:53 > 0:33:55Not as surprised with the games
0:33:55 > 0:34:00but the gin, it's just so easy for me to get it.
0:34:02 > 0:34:06And the potential dangers of all this are certainly not lost on Lorraine.
0:34:06 > 0:34:12Something has to be done, whether it be at the seller's level
0:34:12 > 0:34:15or at the bank, you know, with the bank card,
0:34:15 > 0:34:17or even with the government.
0:34:19 > 0:34:22Now, of course, a number of checks and balances should have kicked in
0:34:22 > 0:34:26to stop Tommy receiving and of course ordering these products,
0:34:26 > 0:34:30and while you may have some sympathy with the retailers on this -
0:34:30 > 0:34:34after all, we did lie about Tommy's age, as most teenagers would
0:34:34 > 0:34:36if intent on making their purchase -
0:34:36 > 0:34:41there is one aspect of all of this that is much harder to understand.
0:34:41 > 0:34:43Why didn't a red flag go up
0:34:43 > 0:34:46when a bank card belonging to someone who was 16
0:34:46 > 0:34:49was used to buy age-restricted products?
0:34:49 > 0:34:52You'd hope that such purchases would be declined.
0:34:52 > 0:34:56The bank does, after all, know the age of all its cardholders,
0:34:56 > 0:34:59including those who have a young person's account,
0:34:59 > 0:35:02but this kind of check simply isn't made,
0:35:02 > 0:35:04and when we asked the UK Cards Association,
0:35:04 > 0:35:08which represents debit and credit card issuers in the UK,
0:35:08 > 0:35:12whether age restrictions could be put on under-18s' bank accounts
0:35:12 > 0:35:14to stop them buying banned products,
0:35:14 > 0:35:17it stressed that it's the legal responsibility of the retailers
0:35:17 > 0:35:19to check the age of the customer,
0:35:19 > 0:35:22adding that when banks process a payment
0:35:22 > 0:35:25they have no way of knowing what's actually being bought, so
0:35:25 > 0:35:29there is no way that they can flag purchases made by those under 18,
0:35:29 > 0:35:33but there may yet be ways that that CAN happen in the future.
0:35:33 > 0:35:36Now, whether you think it's the fault of the banks, who make it
0:35:36 > 0:35:39just too easy for people under 18 to buy, seemingly
0:35:39 > 0:35:43without any kind of restriction, or the delivery companies,
0:35:43 > 0:35:47who don't make the relevant checks on the doorstep, the fact is
0:35:47 > 0:35:51that the only legal responsibility lies with retailers
0:35:51 > 0:35:55to ensure that someone who claims that they're over 18
0:35:55 > 0:35:57really are over 18.
0:35:57 > 0:35:59Now, there are penalties for those who break the rules,
0:35:59 > 0:36:03so anything that would make it easier to check someone's age
0:36:03 > 0:36:07really would prevent an awful lot of retailers from facing prosecution,
0:36:07 > 0:36:10and here in Chester there's a company who have developed
0:36:10 > 0:36:14a piece of software that really makes it possible to
0:36:14 > 0:36:17prove what someone's age really is.
0:36:19 > 0:36:23Richard Law is the chief executive of GBG, which specialises
0:36:23 > 0:36:27in what's called identity data intelligence. Put simply,
0:36:27 > 0:36:31they develop software that enables websites to gather information
0:36:31 > 0:36:34about shoppers and accurately verify their age,
0:36:34 > 0:36:38which could help stop young people buying age-restricted products
0:36:38 > 0:36:41like knives and alcohol online.
0:36:41 > 0:36:45The companies that rely on our software are, for instance,
0:36:45 > 0:36:47online gambling companies,
0:36:47 > 0:36:50banks, retailers, government,
0:36:50 > 0:36:54so it really is used across all sectors.
0:36:54 > 0:37:00And how exactly does it work? What does it do that physically checks
0:37:00 > 0:37:02to verify that the person buying
0:37:02 > 0:37:06whatever online is the age that they say they are?
0:37:06 > 0:37:11The system mimics effectively a check which may be done face to face
0:37:11 > 0:37:16but it does it electronically, so when an individual enters
0:37:16 > 0:37:21their details into a website or gives them over the telephone,
0:37:21 > 0:37:24those details are checked against
0:37:24 > 0:37:27reference databases all over the world.
0:37:27 > 0:37:32The software is designed to identify anyone who is potentially lying
0:37:32 > 0:37:35about their age in order to buy age-restricted goods,
0:37:35 > 0:37:38and Richard's going to show me how it works.
0:37:38 > 0:37:41Its first challenge is the rudimentary trick Lorraine used -
0:37:41 > 0:37:43someone putting in a date of birth
0:37:43 > 0:37:46that makes it look as if they really are 18.
0:37:46 > 0:37:49We're going to demonstrate how our system would pick up
0:37:49 > 0:37:52that inconsistency and prevent that person who's underage
0:37:52 > 0:37:54from gaining access to these services.
0:37:54 > 0:37:59They're using the details of one of the team's teenaged sons,
0:37:59 > 0:38:01who, like Tommy, is 16.
0:38:01 > 0:38:05What we're doing here is entering the name and address of that
0:38:05 > 0:38:10individual, details from the credit card or debit card.
0:38:10 > 0:38:11All the things that would be asked for
0:38:11 > 0:38:14if you were buying something online. That's exactly right,
0:38:14 > 0:38:18and what's going to happen is that this data is then going to be
0:38:18 > 0:38:23checked against reference databases, so we can do a check on age. Right.
0:38:23 > 0:38:27In less time than it takes for a website to load,
0:38:27 > 0:38:32the checks are complete and the underage shopper is exposed.
0:38:32 > 0:38:36So we've checked the address, location, and got three matches,
0:38:36 > 0:38:38we've checked the surname and that's fine.
0:38:38 > 0:38:42What we haven't been able to check is the date of birth
0:38:42 > 0:38:45and confirm that that is the right date of birth.
0:38:45 > 0:38:47That's resulted in two warnings,
0:38:47 > 0:38:53which in turn has resulted in a decision to reject that transaction.
0:38:54 > 0:38:56Whilst online gambling firms
0:38:56 > 0:39:01must by law make sure that anyone using their site is 18,
0:39:01 > 0:39:04the rules when it comes to online retailers aren't as strict.
0:39:04 > 0:39:09In fact, such age checks are merely recommended in the industry's guidance,
0:39:09 > 0:39:12and as Lorraine found, when some sites didn't even
0:39:12 > 0:39:16ask for Tommy's date of birth, even the easy-to-cheat processes
0:39:16 > 0:39:19that are in place are not required across the board.
0:39:20 > 0:39:23Well, it's clear that technology like this could be the key to
0:39:23 > 0:39:27preventing dangerous things like knives getting into the hands
0:39:27 > 0:39:31of children and young people, and certainly if more retailers
0:39:31 > 0:39:37were prepared to use it for online shopping, then parents like Lorraine
0:39:37 > 0:39:39really would be able to sleep easy at night.
0:39:41 > 0:39:44When we spoke to the five retailers
0:39:44 > 0:39:47from whom Lorraine had bought age-restricted goods,
0:39:47 > 0:39:50Next did say it would be updating its IT systems
0:39:50 > 0:39:52to make it far more difficult
0:39:52 > 0:39:55for children to buy age-restricted items in the future.
0:39:55 > 0:39:59Tesco reiterated that if Lorraine had bought alcohol or a knife,
0:39:59 > 0:40:02a face-to-face ID check would have been required,
0:40:02 > 0:40:05but for DVDs and games with varied age restrictions,
0:40:05 > 0:40:08the only check is at point of purchase,
0:40:08 > 0:40:11something it says it will review following our test.
0:40:11 > 0:40:15That's echoed by Argos, which told us that while it does have robust
0:40:15 > 0:40:18processes in place to prevent sales of products to customers
0:40:18 > 0:40:22under the legal age, in light of our findings it too will
0:40:22 > 0:40:25investigate and tighten those processes where required.
0:40:25 > 0:40:29John Lewis said it's committed to upholding its legal obligations
0:40:29 > 0:40:32when it comes to selling age-restricted products
0:40:32 > 0:40:36and customers are repeatedly asked for age verification
0:40:36 > 0:40:39before purchase, and Amazon, the only company whose driver
0:40:39 > 0:40:43did get a package signed for by someone over 18, reiterated
0:40:43 > 0:40:45its requirement for an adult to sign
0:40:45 > 0:40:48for all knives when they're delivered,
0:40:48 > 0:40:51even ones which are legal for someone of Tommy's age to buy.
0:40:51 > 0:40:53It said our test illustrates
0:40:53 > 0:40:57the company's commitment to the safe delivery of bladed products.
0:40:57 > 0:41:01We also asked the British Retail Consortium if it had any plans
0:41:01 > 0:41:05to compel its members to follow the lead of online gambling companies
0:41:05 > 0:41:07and adopt the kind of software
0:41:07 > 0:41:11that could stop underage purchases being made in the first place,
0:41:11 > 0:41:15but it said it's up to individual retailers how they deal with this
0:41:15 > 0:41:17and it has no role in monitoring
0:41:17 > 0:41:20the commercial practices of its members.
0:41:21 > 0:41:25But Lorraine, still shocked by the sales that went through,
0:41:25 > 0:41:28believes retailers need to take a much harder line on this,
0:41:28 > 0:41:33especially as the software does exist for them to take action.
0:41:33 > 0:41:37They must have something put in place, if they are going
0:41:37 > 0:41:39to sell things like this online,
0:41:39 > 0:41:43where underage people can, as we've proved today,
0:41:43 > 0:41:46they can get them delivered. I think if they can't do that,
0:41:46 > 0:41:49then they shouldn't be selling them online.
0:41:57 > 0:42:00If you've got a story you'd like us to investigate, then you can
0:42:00 > 0:42:05get in touch with us via our Facebook page, BBC Rip Off Britain,
0:42:05 > 0:42:10our website, bbc.co.uk/ripoffbritain,
0:42:10 > 0:42:11or e-mail...
0:42:14 > 0:42:18And of course you can send a letter to our postal address, which is...
0:42:31 > 0:42:35You know, I still cannot believe that some of those packages
0:42:35 > 0:42:37were just popped through the door like that. It really is
0:42:37 > 0:42:40absolutely astonishing, and considering the companies
0:42:40 > 0:42:43that are responsible, I find it really hard to understand
0:42:43 > 0:42:46how they let it happen in the first place.
0:42:46 > 0:42:48But at least it seems there is a way to make sure
0:42:48 > 0:42:50those age checks are foolproof
0:42:50 > 0:42:53because it's clear the system jolly well needs tightening up.
0:42:53 > 0:42:56Now, remember, if you have something to say about the stories in today's
0:42:56 > 0:42:59programme, you can always drop us an e-mail or join the chat on
0:42:59 > 0:43:04our Facebook page. We really do read every single one of your comments,
0:43:04 > 0:43:07even if we can't reply to all of them, but for now I'm afraid
0:43:07 > 0:43:09that's where we have to leave it for today, so thank you so much
0:43:09 > 0:43:12for joining us for the programme, and until the next time,
0:43:12 > 0:43:14from all of us... Bye-bye. Goodbye.