Episode 11 Watchdog Daily

Hello. Welcome to Watchdog Daily. We are with you live for the next

45 minutes. This morning - Apple, Argos and M&S, complain to any of

them and it could cost you. British Gas and E.ON are ripping out metres,

even those which belong to the wrong customers. How dangerous can

sunbeds be? The consumer cops check them. First, gas and electricity

suppliers under fire for their big profits, inflation-busting price

increases and confusing tariffs T big companies make millions. A

petty they sometimes provide an appalling service.

EDF - the official electricity supplier and energy supplier to

more than five million customers. Are they as impressive as their

advertising? This woman had paid �81 for her electricity. EDF said

they were taking an extra �445 from her account. I thought this was

strange. I thought my direct debits were the right amount. They

informed me that my direct debits were too high, so they decided to

lower it. Instead of owing EDF money, they owed her. Laura wanted

to know why. Getting the information was not easy. Phone

call after phone call, we worked out the metre was changed in 2010

and that information was never updated so, they were billing me

from an old metre, which measured my usage to different way. They

lowered her direct debit again. Was the mystery solved? No, remember

that �445 they took from her account, they still have not

refunded her. Despite requests will not tell her when she can expect it

back. Mind you, when it comes to keeping customers in the dark, EDF

aren't alone. Ping has been with EDF since moving into her flat last

January. She pays by a pre-payment metre. It is like a pay-as-you-go

mobile phone. While she was away on holiday in

May, her credit strangely disappeared.

I came back and looked at my metre. Before I went on holiday I had �7

in the metre. When I got back, it was into the minus �3, �4. I

wondered where, who is using the electricity and what is happening

to the money I put on to the metre. Good questions. No-one else shared

the flat. She didn't have a house- siter. There'd been no burglars.

There were no ghosts either. A former resident had come back to

haunt her. When I phoned British Gas they informed me I was paying

�8 a week from the previous tenants. It was their debt. Yes, the British

Gas records were out of daing. Every time she put -- date. Every

she Putin money in, they were taking it out. They offered me �44

refund. And you have guessed - they still have not told Pinh when she

will get the rest of the money. Omar Donaldson is also with British

Gas. He has his own metre and he's had his own mystery.

It all started on the night of 25th September.

We came home about 6pm. I my wife tried the gas cooker and there was

no gas. I turned the central heating on and it didn't come on

either. That led me to realise there was no gas coming into the

property. There was a good reason for that. When he went to check his

metre, it was not there. His British Gas metre had been ripped

out. I have been a British Gas customer for a year-and-a-half. My

bills have always been paid on time. The account has always been kept in

credit. When he called the company to find out what was going on --

what was going on, they offered no explanation. He discovered his

metre had been replaced with one from E.ON.

We obviously found it difficult with no gas, no heating and no hot

water. It was so cold that my wife could not stay at the property and

she had to stay at her sons because she has illnesses and is affected

severely by the cold. E.ON did eventually put the metre back. Did

they tell him high they caused the trouble in the first place? They

never offered an explanation. Now it has been over a week and I've

had no e-mail, no contact - nothing of any kind. I guess it makes me

feel quite angry that I've been treated this way and left this way.

Meanwhile, it seems British Gas are not adverse to a bit of metre

removal themselves. My flatmate and I came home from work. We opened

the door and in front of the door was a note. The note immediately

meant someone else had been in our flat. Everything else in the flat

seemed normal, just this piece of paper in front of us indicated that

someone had been in our home. was that from? British Gas, who had

broken in, turned off the gas, removed the metre from outside and

replaced it with a pre-paid one. They are entitled to get a warrant

to enter a property if the customer has not paid the bill and if the

householder refuses them access. But in this case, there was one

small problem. When we started to read the note it was addressed to

flat B and we are in A. In other words, while we were at work

someone broke into our house and installed a metre that was not

meant for us. I felt really shocked they could do that. How is a

company allowed to break into my house? I don't understand that.

Well, the answer is that British Gas weren't allowed to do it.

Because of an error on their systems they broke into the wrong

flat. They did promise to put the metre back, but said it would take

two months. Not good enough for Gavin. The following day, I took to

social media and we tried everything to alert British Gas to

what happened. Within 24 hours they sent around an engineer to fix the

metre back to the way it was. No- one has apologised and no-one seems

to have acknowledged what has happened to us. Well, later in the

programme I will speak to Energy UK, which represents the big power

suppliers about their customer service as well as recent gas and

electricity price rises. First of all, what do the companies say?

Well, British Gas say they take their responsibilities to their

customers seriously and work hard to rectify mistakes. They have

apologised to Gavin Thompson for entering his property as well as

ripping out his metre. It said this had the same serial number as one

in an adjoining property. They have offered �150 compensation, which he

accepted. As for the debt wrongly applied to Pinh Dong, the company

said it was �6 a week. They removed this when she made contact and

reimbursed the full amount she overpaid. The company said it was

E.ON who wrongly removed the metre from Omar Donaldson's home because

they mistakenly believed they were his supplier. E.ON said it is truly

sorry and once their reps failed to check the serial number beforehand.

The matter is under investigation and appropriate training will be

given to make sure there is no repeat. EDF say a new metre was

involved -- installed at Laura's property in 2010. They were not

notified. They have apologised. They have since agreed to send her

a manual bill with charges listed. They have aufrd her �100 to refund

part of -- offer her a �100 to refund part of her credit. If you

would like to comment on that or any of the stories, here is how you

Start your message with the letters "WD." If you want to join in on

Twitter the address is on the screen. Throughout this series we

are with the consumer cops, Trading Standards investigating everything

from rogue traders to garages selling faulty cars. Today, we are

in a different part of the UK, following a very different type of

crackdown. Here's Chris Jackson. Welcome to north-east England. It

may be a typical November day here, of course there is no shortage of

places where you can recreate that bronzed summer look. This region is

known as one of Britain's tanning hot spots. We use sunbeds at our

own risk and some of you may be aware there are hazards associated

with artificial tanning. You might be surprised at the extent of the

dangers. Trading Standards are only too aware, which is why they are

putting salons in their patch to the test. Tyneside - home to the

Angel of the North. Gate's head Millennium Bridge, fantastic

football support. It makes you feel healthier. You look better. What is

great about a nice tan, it feels amazing. I am more confident.

Making your legs look thinner. the price of an artificial tan

worth paying? Sunbeds can be dangerous. You have mediate risks

such as sunburn and then long-term risks which can aassociated with

the radiation levels - skin cancer. Although it is perfectly acceptable

for tanning salons to supply sunbeds there are rules to limit

the amount of harmful radiation they omit. Spot checks reveal many

sol loan owners ignore them. salon owners ignore them. We have

gone around 25 premises and assessed 61 different sunbeds. Ohen

the basis of -- on the basis, 84% failed the tests on the radiation.

It is a major concern to us. European standards mean UK sunbeds

should omit no more radiation than you would be exposed to on a

summer's day in the Mediterranean. That level is high enough, but what

about this? A number of machines are five times over the limit in

terms of the acceptable radiation levels, which is a major concern

for us and it is something we take very seriously. There is good

reason to take it seriously, as jus teen Shields knows. From 15 she was

using sunbeds, on average, five times a week. At the time, it was a

quick fix. There was nothing else really on the market that would

give me a quick-fix tan. After 20 years of such use, Justine was

diagnosed with malignant melmom ma. Because of the way it had grown, I

couldn't wash myself. I couldn't be myself. I couldn't drink, couldn't

walk. I couldn't do anything.

Form natly Justi -- fortunately Justine is now in remission.

three years of my life and three years is a long time, I was

consumed by cancer. It's not simply worth it for a

suntan. Back in Newcastle, Paul is getting

ready to inspect his 26th tanning salon. A lot of radiation,

requiring a lot of protection. I am covered, partly because of my

skin type and because of health and safety, I am not allowed to get a

tan at work. At this one, all seems well. Well are looking that the

sunbeds don't exceed 0.3. It is within the limits. At no point did

I get any readings that were in excess. In terms of radiation, we

think this sunbed is perfectly safe. It is what we want to see. Things

go down hill. It is clear that not all the beds comply with the

regulations. What we are looking for is 0.3. As you can see there it

is between 0.63 and 0.64, which is twice the limit. So you are getting

twice the level of radiation. We would advise the business to get

the tubes changed as soon as possible. Anybody using this is not

using a safe product. This is a dangerous sunbed.

The inspection is over. Paul seeks out the owner, who does not want to

be filmed. He is unhappy at Paul's findings, saying he has not been

made away of the latest changes in It takes some time, but the owner

finally does take on board Paul's warnings. He agrees to change the

bulbs, which will reduce the current levels of radiation by at

I've told him it is not acceptable to have sunbeds above and beyond

that safe limit. It needs to be addressed sooner rather than later.

Unfortunately, excuses are not good enough. I believe that he is making

steps, but maybe not as fast as we would like.

More on that later. Before that, if you have ever tried to complain

about a product or service, you know how trouble some and time

consuming it may be. If you are plaining about the likes of Apple,

Argos and Marks & Spencer it could be costly. Just like everything

else, complaining can have its price, but just how expensive? The

Mystery Shoppers have been finding out.

Online shopping, cheap, quick and simp. Until something goes wrong.

Then you can either e-mail the company and wait for a replay, or

for a quicker response, you can give them a call. Or maybe not.

You see, lots of retailers still use the so-called service numbers.

Starting with 0844 and 0865. The charges vary, but could be up

to �76 pence a minute on a mobile phone. It does not sound a lot,

until you factor in the time you are on hold. This viewer wanted to

swap a new item for a different version.

I tried to contact Homebase. I got an automated response saying that

they would get back to me in 48 hours, to call their 0845 number

for a quicker response. I asked my mum to make a phone call. She spoke

to one person, then was put on hold. After 18 or 18 -- 17 or 18 minutes

on hold she gave up. So, how much did Janet have it pay

to get the problem sorted? The 25- minute phone call cost me �8 .4 3.

That was ridiculous. I wanted to communicate via e-mail.

In the end, Janet communicated for free. She went back to the store

and got a refund. There are other numbers that

companies use to be wary of. Those starting with 0871 and 08706789

And the premium rate lines that cost up to �2.55, and �1.55.

Some companies use this. As does the budget airline, Vueling.

Sue tried to make a call unexpectedly.

I made eight phone calls. The first one was 34 minute, stuck in a queue.

Then I got cut off. When I came back from my holiday I got all my

phone bills and worked out it cost me �105. So it was almost more than

the flight! Companies don't have to use such numbers. They could use

those beginning with 0800, or 03 numbers included in the minutes if

you have a pay monthly mobile phone. So, Hamas of them are choosing to

stick with the more expensive ones? Our team checked 20 of the biggest

online retailers to discover what they charged. The cheapest were

these five. They have 0800 numbers and Expedia has an 083 number. As

for the rest, five companies started to use numbers starting

with 083 or 0844. Another five, including Marks & Spencer, Argos,

used 0845. As this is more expensive, on average, it was these

companies that we put to the test. First up, how much do the service

lines cost before you even get to speak to an advisor? Remember the

quicker that they answer, the less it will be. They are off! So, at

the end of, that the company with the fastest time is... Marks &

Spencer. Answering in just... 6 46 seconds.

Next it is play.com. Followed by John Lewis. Then Argos,

and then last a Apple. It took them 3.16.

Each company was called ten times. Marks & Spencer were the fastest.

The average wait was 1 minute and 9 seconds.

Second was play.com with an average wait of 1.19 seconds. The cost was

three pence from a landline and up to 54 pence from mobile phones.

Then again a call to them did last this long... 5 minutes and 57

seconds. That could have cost up to �2 .4 3,

from a mobile phone. Next was John Lewis, followed by Argos, but the

company with the longest average wait was ap.yell. The time? 3

minutes and 7 seconds. The cost up to three pence on a

landline and as much as �1.78. On that mobile phone, but what

about when you are calling to buy a product? Well, Marks & Spencer and

Apple have separate phone lines for the sales queries. We made ten

calls to each of them. We wanted to find out if they could answer the

calls quicker. Firstly, Marks & Spencer. On

average, they did answer the sales line 36 seconds faster than

answering their customer service line. So, using a mobile phone it

cost us up to 25 pence less to buy something than to complain.

As for Apple, on average we got through to the sales line 2 minutes

and 3 seconds faster than when calling to register a complaint. If

you think that is bad, the sales line is a cheaper, 0800 number.

The conclusion, then: If you are using a mobile phone, calling Apple

to complain can cost up to �1.05 more than when calling to buy

something. Remember, that is before you even speak to anyone.

Well, most of the companies featured say that there are various

ways to contact them for free. That charges for the 0845 numbers are

set by the network providers. Homebase says that as Janet used a

mobile phone, the call cost was far higher than it would have been from

a landline. They will look into that further.

So, the sons from the others, what are they saying? Well, play.com say

it is answers 80% of calls in 62 seconds, but is reviewing the

service. Argos says that the callers are met with a voice

recording that supplies important information and options. When

finished the vast majority of calls are answered in 15 seconds. John

Lewis says that the voice recording aims to direct callers to the

correct place. Then after that the average time is answered in 20

seconds. It says that the service centre is centralised as an

operation, and the 0845 line is cheaper for customers using a

landline that accounts for 80% of calls.

What about the companies with separate lines for complaints and

sales? Marks & Spencer say that they were able to get through to

sales faster as the initial opening recorded message is shorter. That

the call times quoted for complaints included a 42-second

opening message. It gives customers options designed to save time.

After this is over, the answer time on average is 30 seconds. 90% of

calls are answered in a minute. However, Marks & Spencer is cutting

the length of the opening message by ten seconds so that the

customers get through quicker. Apple saying it offers customers a

range of ways to make contact. Including a free phone number, 0800,

shown on the Apple store website. Full responses from all of the

companies are on our website. Rani, thank you very much. Now to

Newcastle where the Consumer Cops are testing ut the city's tanning

saloons. They have found out that some are exposing customers to

dangerous radiation. Any owner who anything anothers the laws covering

this, are breaking the law. Here is Chris Jackson again.

Failure to comply with the rules can lead to a tanning saloon having

beds shut down. Those in charge can be fined up to �20,000 and or face

12 months in prison. Most heed the warnings, but then there are the

repeat forpbts... I'm on my way to visit a premises, one of the first

that I checked when doing the survey. We got very, very high

readings, some of the highest out of all of the checks we have done

for radiation levels. They were told at the time they would have a

period to get things sorted. That reasonable period has now

lasted eight weeks, but in all that time, have those in charge replaced

the dangerous bulbs? Hello again. Have you managed to get them

sorted? It seems that the bulbs omiting the

radiation are still used, even though the safer ones are in stock.

You have the tubes? They are here? The other tubes have not been put

in yet. So some are fitted? they are on top of the thing.

for two months, the customers here have been subjected to potentially

harmful radiation levels. I will issue you a suspension

notice. You cannot put them in service or offer them for use. I

will rely on you not letting members of the public use them.

They are unsafe. It is an offence that they are unsafe. Which is why

I am doing this if you extra veen this suspension, this is also an

offence. So it is pretty much in your hands to get them done ASAP.

Can I still use them until Saturday morning? No. No. No. We could have

done this weeks ago. Value was not happy at first. --

Val was not happy at first. She said that the partner had bought

new tubes, but they were not fitted. We have not installed them yet as

we have not gotten round to doing it. The shop is busy.

You have to give us time to renew the tubes, by law? I could have

shut you down there and then. As Paul gets on with issuing the

notice s, the manager's partner calls.

Here, can you speak to him. He has the tubes.

Hello? The man asks Paul to reconsider the decision. He

promises to replace the sunbed tubes and is concerned if the

saloon is issued with a notice, that they will miss out on business.

Our concern is the public safety. Just because... If your concern is

public safety, you should have the tubes fitted and not bother about

what the competitors are doing. Paul proceeds with the suspension

and it prompts the management with action.

You have only one safe sunbed. will tell them now on national TV

that the tubes are getting at teatime so the shop is running as

normal tomorrow morning. Right? Under the rules, the saloon staff

do not have to give health and safety advice regarding the use of

sunbeds. Perhaps it is just as well. Do you use sunbeds? Yes.

I don't believe that sunbeds cause the cancer. It is a mix between the

sun and sunbeds. This inspection is over. Paul will

return in eight weeks to return -- ensure that the sal soon has

complied. By then the dangerous sunbeds should be out of action, at

least for the customers. I am constantly using them, though.

I wouldn't if I were you? Why? are unsafe. But I'm not the public.

If it is unsafe for the public it is unsafe for you as a person.

Are you not even thinking about yourself?

Not at all? Right, see you later! It is to do

with immediate dangers like sunburn and the long-term risks associated

with cancer. It is their own actual well being.

The owners of the saloon should acknowledge the fact that the

customers they are putting at risk by offering dangerous sunbeds.

Incredible. We have more of his report later on. First it is back

to the energy companies and complaints about billing McStakes,

ripping out metres when they should not have and poor customer service.

With me now is Christine McGourty from energy UK, representing the

big companies. The standard provided by some companies is

unacceptable? That did sound like a frustrating bunch of problems with

the metres and the bills and confusion with flats. There are

about 50 militant metres across the country. That means about00 million

bills going out a year. For the most part, things go smoothly, but

the important thing to know is that there is a robust complaints

process. So if you find yourself in a situation where something goes

wrong, on the back of the bill is a number to call. Citizens Advice

Bureau are there to help. Also you can go to the energy ombudsman.

They can demand an apology and issue fines of up to �5,000.

But some things go wrong, and there is help out there.

A lot of people are complain being the energy prices. Is there nothing

more that the energy companies can do to help the consumers to bring

down the price of bills? There has been talk about the long-term

producers on the -- pressures on the prices. There is a lot of

things going the bill that is not just the gas and the electricity

that you use. Is there not more that the

companies can do? The companies have set up a helpline.

But they make such huge profits a year.

If the international prices and the pressure moves up, we have to do

something. In fact we have the lowest gas prices in Europe and one

of the lowest electricity prices. Energy efficiency is the key. The

helpline is there. We are keen to help the most vulnerable. There are

250 million is what the companies are spending this year �1 billion

over four years to help the vulnerable people. We want them to

call the helpline it find out what they are eligible for.

We will see the bills increasing year after year, until about 2020.

Is there not more that the companies can do with the huge

profits that they make to bring the bills down? There has been a lot

going on this year. They have brought down the numbers of tariffs.

Some reducing them from dozens to three or four. They have

restructured them. The companies are doing tariff checks to help you

are on the right deal. If you have not switched you may be able to

save a lot of money. Find out if you are eligible for special help.

Shop around if you have not shopped before.

Christine McGourty, thank you very It is not all bad news though, if

your energy companies messes you around, you have rights and are

entitled to compensation. How much money and rights?

Did you know that there are over 20 different energy companies oh in

the marketplace? If -- in the marketplace. If one of them puts a

foot wrong, then they have to give you compensation. Really? I did not

know that. That's brilliant! wasn't aware of that. Suppliers - I

mean it is different from what I been told.

So, first up, missed appointments. If your energy company needs to

visit your home and they miss their time slot, then you are entitled to

compensation. �20 for gas. �22 for electricity for the inconvenience.

Now, it is your right, under the guaranteed standards of the energy

industry. If they forget to give it to you, just ask for it. Next up -

power cuts. Yes - thank you. You get a bit more

compensation for power cuts. �54 for the first 18 hours and �27 for

every additional 12. You can get �54 for four power cuts of three

hours or longer in a year. You must complain within one month of the

outage. You don't complain to your supplier - the person you get your

bills from - but from the distributor. The information about

your distributor should appear at the bottom of your bill. If your

supplier switches you without consent, which is called "slamming"

in the trade, then you could claim as much as �250. Here are a few

other things your supplier should do as well. If your supplier has

underestimated your bill, they are not allowed to back-date charges to

more than one year. Your supplier should give at least 30 days notice

of any increase in prices and switching suppliers should take no

more than three weeks to switch and two weeks to cool off. Remember -

if you owe money to the supplier, the repayments must be affordable.

Oh, and another thing before you go, there's a few things you might be

able to get for free - yeah, I thought you would want to hear

about that. If you are elderly, disabled or chronicly ill, you are

entitled to have a free quarterly metre read from your supplier. If

you are on means-tested benefit you could get a free gas safety check.

If you are on a low income you could get free installation. Talk

it through with your supplier. Professor Margaret Griffiths there.

For more on how to save on your Energy Bills, go to our website:

Now, we have already seen how some tanning salons are putting adult

customers in danger by flouting the rules which limit the amount of

radiation from their sunbeds, more worrying are the salons which allow

children to use sunbeds. They are acting illegally. How many are

willing to take the risk? Let's re- join Chris. It is 8.30am in

Newcastle. A 14-year-old volunteer is arriving at Trading Standards HQ.

Today, we are putting on an operation across the city to make

sure access is limited to those over 18. She will be sent

undercover into ten salons to find out if they are prepared to let her

on to the sunbeds. If they say no, or ask you for ID, come straight

out of the shop and that is dealt with. If you get served, make

excuses and leave. This will show Trading Standards who is breaking

the law and who is not. People under 18 should not be going on

sunbeds: The sunbed regulation act only came into force in England

last year. It is the first time David and his team has carried out

this type of investigation. It is Trading Standards officer, Paul,

who has been put in charge. Hopefully all the businesses will

be doing the right checks and make sure nobody under age gets on. We

have had reports certain businesses have been letting on underage

people. The majority of businesses will have done previous inspections,

have been aware of the regulations and know if you are under 18 you

are not allowed on sunbeds so, there is no excuse for not knowing

really. By 1115am, the team have arrived at the first salon on the

outskirts of town. The undercover teenager approaches the lady on

Apology for the loss of subtitles for 63 seconds

This isn't good! This isn't good at As this is the first time Paul has

visited the salon it is a written warning today. Any repeats and the

Not a great start. It is only ten minutes into the operation and Paul

has already found one salon prepared to break the law. Will he

They are going to let her in straight away. We'll go and have a

Straight away she said, "Oh, I was about to ask hereditary age." I am

not sure whether she would have Paul issues his second written

warning of the day. You You said you were about to ask her age. It's

not much of a defence saying "I was about to ask her for her ID." That

By the end oh of the day, the team has vis -- by the end of the day,

the team has visited 10 of the city salons. Six did stick to the rules.

She said she needs ID. Four out of the ten tested broke the law and

allowed the undercover volunteer on to their beds. You were going to

allow her on the sunbed. We sent an underage volunteer to use a sunbed.

She is 14. Not the best - we have done ten

premises and we have 40% that have failed the checks. We're not really

looking for excuses. We will re- check premises we have visited

today. Certainly the ones who have not complied they are in line with

the legislation. Well Paul, who you saw in that film joins me now. Paul,

those shops that would allow underage girls in to have a tan,

what is the latest? Well, we got back to the office and looked at

the details of all the premises. We sent four more written warnings to

those who were prepared to let the volunteer use the sunbeds. The girl

was 14, but the limit is 18 and over. They are stern warnings.

Being the first offence we are aware of, all the other premises

and the others around the city have had letters letting them know of

the poor figures we have received. What about those salons where you

were testing the tubes? Well, the salons that were tested for UV

radiation, we have been around and checked them again and the majority

have complied and have tubes that fit with the regulations. Those

that haven't have had problems getting new tubes. They have

reduced the maximum time for people as a an alternative. Val now has

safe sunbeds. These rules brought in are new, aren't they? Why were

they brought in? How are they working? The regulations were

brought in because there was a study in 2009 undertaken by Cancer

Research UK, which found 10% of 11hf17 year olds did gain access to

sunbed shops and self-regulation was not working, so an act of

Parliament was necessary to bring control over to local authorities

and allow us to enforce the rules. Thank you. Thank you. Thanks to

everyone who has been in touch with us this morning. Lots of you cross

about billing mistakes and how much it costs to call some companies to

complain. That is all we have time for today. On tomorrow's programme:

Protect your bubble, voddafon, Foneguard insurance. Think your

mobile's protected. Check your policy. Tesco, ASDA, Sainsbury's,

confusing shoppers with their weights and prices. Just how do you

compare lose goods with packaged ones? And the Inside Story of the