:00:29. > :00:33.Hello, and welcome to Watchdog Daily. We're with you live for the
:00:33. > :00:36.next 45 minutes. This morning: Drives and homeowners - changing an
:00:37. > :00:40.address on your insurance policy? That tiny detail could cost you
:00:40. > :00:44.dear. Travellers beware! The websites that charge for free
:00:44. > :00:47.information. And mortgages, credit cards and current accounts - we
:00:47. > :00:53.reveal the top five financial products - at least when it comes
:00:53. > :01:02.to complaints. Also on today's programme: Found in a bag of salad
:01:02. > :01:06.- the live lizard among the leaves. First: Getting married? Moving
:01:06. > :01:09.home? Trading in your car? If you are, make sure to check your
:01:09. > :01:12.various insurance policies. Because as our Mystery Shoppers have
:01:12. > :01:22.discovered, changing just one tiny personal detail could lead to a
:01:22. > :01:34.
:01:34. > :01:39.nasty surprise. Whether it is paying �4..50 for a credit card
:01:39. > :01:43.transaction, for �5 to print a statement, we have become used to
:01:43. > :01:47.the demands of admin fees. Budgeting airlines and ticketing
:01:47. > :01:53.fees have a bad name for it, but what about the insurance companies?
:01:53. > :01:59.I traded my car in for another car. I rang up the insurance company to
:01:59. > :02:03.get cover. One Call told me that the admin fee would be �55 to
:02:03. > :02:10.change it. I asked what for? They said it was admin fee to change the
:02:11. > :02:17.car on the system. I said that was ridiculous! When I moved address. I
:02:17. > :02:23.phoned MCE to tell them I had to change my address. The lady told me
:02:23. > :02:30.it would cost � 62.55. I am annoyed it costs so much to change when the
:02:30. > :02:36.policy itself was �209, but �62.55, is about a third of what the policy
:02:36. > :02:44.costs! Yes, if you change house, vehicle, job or even marital status,
:02:44. > :02:51.you are often hit with a fee on top of the revised premium for updating
:02:51. > :02:55.the details. Who charges the fees? What are they really for? Our team
:02:55. > :02:59.trawled through the small print of ten leading motorand ten leading
:02:59. > :03:05.home insurance companies. Of the car insers, only four of the ten
:03:05. > :03:12.specified the exact admin charges in the terms and the conditions.
:03:12. > :03:17.Ageas had the cheapest at �15. Aviva was �18, but customers can
:03:17. > :03:24.update details online for free. AXA customers can do this, although it
:03:24. > :03:28.costs �30 to do it by phone. With the AA it is �25 to update details
:03:28. > :03:34.whichever way you do it. As for the other six, they were not as up
:03:34. > :03:38.front. The terms and conditions say that they charge admin fees, but
:03:38. > :03:42.don't specify how much. You would only find out the cost of the fees
:03:42. > :03:47.after you had taken out the policy, but we are not interested in
:03:47. > :03:53.getting that information after, we want it know. -- now.
:03:53. > :03:58.I wanted to find if there are admin charges when changing address?
:03:58. > :04:06.thing we asksed, -- asked, the costs range �10 with Liverpool
:04:06. > :04:09.victory, to a whopping � 26 with sure sure? It is -- there is no
:04:10. > :04:13.reason for them not to tell you upfront. It is part of what you
:04:13. > :04:20.need to know if you are shopping around.
:04:20. > :04:29.So what about the home insurers? We found three of the ten stated exact
:04:29. > :04:34.admin fees online. The Co-op charging �12.50. Aviva, �12 and AXA
:04:34. > :04:40.�30. Although the last two let you update online for free, but the
:04:40. > :04:46.green ipbgz company don't let you know -- the green insurance company
:04:46. > :04:54.don't let you knowline. If you make changes mid-term, there
:04:54. > :04:57.is an admin fee between �5 and �25. Up to �25 for a simple policy
:04:57. > :05:01.amendment, why? The reason this is unfair is that the charge you are
:05:01. > :05:04.hit with is out of proportion to the cost of the company of making
:05:05. > :05:10.that minor change. If they can do it for nothing for
:05:10. > :05:17.some online, why can't they do it for a very small cost for people
:05:17. > :05:21.who want to do it over the phone. Here is another inconsistency we
:05:21. > :05:27.discovered. You oft have been to pay more to amend the vehicle
:05:27. > :05:33.policy than the home one. Co-op charges �15 for updating the car
:05:33. > :05:40.insurance details but �12.50 for home. Aviva and More Than let you
:05:40. > :05:45.change both online for free, but on the phone, Aviva charge �18 for the
:05:46. > :05:51.car, and �12 for the home. More Than charge �22.50 for car, and
:05:51. > :05:56.nothing for the home. It seems hard to justify why it
:05:56. > :06:02.costs a company to charge more for a car insurance than it does for
:06:02. > :06:06.the home insurance. It does not seem consistent.
:06:06. > :06:12.But now, four of the ten leading home insurers we tested don't
:06:12. > :06:15.charge anything to alter details, that includes, Direct Line who have
:06:15. > :06:21.been charging customers, but told us that this is changing.
:06:21. > :06:25.They have to pay the staff that they have to do something and there
:06:25. > :06:29.is paperwork. We are waiving it at the moment.
:06:29. > :06:35.The worst performer was Zurich Insurance. They failed to mention
:06:35. > :06:39.the amendment fee in the terms and conditions. At �20, it is not the
:06:39. > :06:42.most expensive, but we own found out when asking.
:06:42. > :06:47.Only if you make an alteration after the policy is enforce.
:06:47. > :06:52.We checked the terms and the conditions again, no mention of it.
:06:52. > :06:57.There was a reference tucked away in the asked question section. Here
:06:57. > :07:00.is question from us... What is for administration? Yes, just
:07:00. > :07:06.administration. If you bought a suit and took it to the alters,
:07:07. > :07:11.they would charge you for doing it. It is unacceptable for the insurers
:07:11. > :07:17.to hide this detail away. It should be upfront, easily understood that
:07:17. > :07:23.this is what it may cost to make changes that many of us have to
:07:23. > :07:28.make. As for the viewers' complaints in the film. Kevin
:07:28. > :07:33.Wright's insurer, One Call says it makes charges simple and clear and
:07:33. > :07:38.bring it is to the customer's attention ats the point of sale or
:07:38. > :07:42.making changes. MCE said that the charges incured by Alan Bailes were
:07:42. > :07:48.a culmination of the additional premium and administration fee, but
:07:48. > :07:51.offered a refund. 7 Any more responses, Rani? Yes, all those
:07:51. > :07:54.featured say they make their fees clear in their policy documents.
:07:54. > :07:56.They're to cover costs associated with making changes, and if they
:07:56. > :07:59.didn't apply individual fees, premiums would increase for all.
:07:59. > :08:02.Those that charge more to alter details on car policy than a home
:08:02. > :08:05.one? Most say it's because car policy changes are more frequent.
:08:05. > :08:08.And More Than says it's because it uses separate IT systems but it's
:08:08. > :08:13.in the process of moving the policies, which will ensure there
:08:13. > :08:16.are no discrepancies and all fees are consistent. Allianz Your Cover
:08:16. > :08:19.told us it's never charged for admin changes and has no plans to.
:08:19. > :08:23.It says there was an error in its terms and conditions and that's now
:08:23. > :08:26.been corrected. And Liverpool Victoria say they waive all charges
:08:26. > :08:28.for customers who've been with them for more than two years. Full
:08:28. > :08:38.responses from all the companies with more detail about the
:08:38. > :08:41.
:08:41. > :08:46.different charges are on our website. Later I'm speaking to the
:08:46. > :08:56.Association of British Insurers to ask them how it justifies those
:08:56. > :09:00.
:09:00. > :09:04.fees. Meanwhile if you would like to comment, e-mail us on: Now,
:09:04. > :09:09.imagine there is lots of Christmas shopping to do? The chances are you
:09:09. > :09:15.do some of it online. You can get almost anything on the internet.
:09:15. > :09:22.This month it is expected we will spend up to �5 billion online
:09:22. > :09:25.buying stuff. Sadly, unscrupulous internet traders can fake almost
:09:25. > :09:30.anything. Louise Hulland has been finding out.
:09:30. > :09:34.Hello and welcome to Cheshire, where I've been meeting the trading
:09:34. > :09:39.standards officers, fighting the war against criminals peddling
:09:39. > :09:42.counterfeit goods online. From clothes and electrical goods, to
:09:42. > :09:50.toys, mobile phones and computer games, you name it, they can fake
:09:50. > :09:53.The rise in online purchases has been matched by the rise in online
:09:53. > :09:59.counterfeiting. For the officers tracking down those behind the
:09:59. > :10:03.trade, the task is becoming more time consuming.
:10:03. > :10:08.The battle to combat counterfeit goods is difficult. It is easy for
:10:08. > :10:14.somebody to set up on the internet. Sell the products, source them from
:10:14. > :10:21.another country and supply them. Team leader Andrew, has put a crack
:10:21. > :10:24.team on the case in Cheshire. Meet former police officer, Chris Jeffs
:10:24. > :10:28.and financial investigator, John Pearce.
:10:28. > :10:32.We have a team dedicated to looking into the supplies of the goods.
:10:32. > :10:37.They are looking at auction sites, social media sites and any other
:10:37. > :10:42.forms of trading on the internet. The team has been tracking a
:10:42. > :10:46.business based in Cheshire. The owner has been tiding iPhone covers
:10:46. > :10:50.on the internet that they suspect are fake.
:10:50. > :10:57.This individual is selling iPhone covers on eBay. There is a link to
:10:57. > :11:00.the website. We established it is based in Cheshire.
:11:00. > :11:04.-- Chester. Straight away, the website is
:11:05. > :11:10.advertising the Apple logo and wording within the website saying
:11:10. > :11:15.that they only used genuine Apple parts.
:11:15. > :11:19.John and Chris were suspicious of the claim, but what they needed was
:11:19. > :11:24.proof. The next stage is to set up a test
:11:24. > :11:29.purchase. To do that we would purchase an
:11:29. > :11:32.item. That item is sent off to the
:11:32. > :11:37.trademark holder. So in this particular case it was sent off to
:11:37. > :11:42.Apple in London. Apple has confirmed that the iPhone
:11:42. > :11:47.covers are counterfeit. But, as the seller operates from a
:11:47. > :11:50.private address, they cannot seize the stock without a warrant.
:11:50. > :11:56.Fortunately, the courts have agreed to provide them with one.
:11:56. > :11:59.So, they now have the powers to enter and to search the seller's
:11:59. > :12:06.premises. With the help of the police, they will be able to make
:12:06. > :12:10.arrests under the Trademark Act. We join Chris and his team on the
:12:10. > :12:15.morning of the operation. Morning, everyone. Thank you for attending
:12:15. > :12:19.and thank you for assisting us this morning with this job. The
:12:19. > :12:26.intention this morning is to visit the premises and to execute the
:12:26. > :12:30.warrant. There is always a sense of the unknown.
:12:30. > :12:39.We don't always know what we are going to be confronted against. We
:12:39. > :12:46.don't know who will be at the location.
:12:46. > :12:52.With stab vests on and Chester's finest in tow, it is time to head
:12:52. > :12:56.out of the door. Do you want the battering ram?!
:12:56. > :13:00.Good thing they didn't have to travel far. Not only is the trader
:13:00. > :13:05.prepared to sell sell fake products as genuine parts. He is brazen
:13:05. > :13:15.enough to do it from an address near the police station! Look
:13:15. > :13:17.
:13:17. > :13:24.through the window... It is the police, can you buzz us in? We have
:13:24. > :13:27.a warrant to search the premises under the Trademark Act. I am from
:13:28. > :13:31.Trading Standards and these are my colleagues.
:13:31. > :13:35.The individual we were arresting appeared to be shocked we were
:13:35. > :13:42.there. I'm arresting you on suspicion of
:13:42. > :13:49.offences against the Trademark Act, 1994. Do you understand. I do.
:13:49. > :13:54.He was arrested at the scene, handcuffed and transported away to
:13:54. > :13:59.the police facility. Then we were able to conduct our search of the
:13:59. > :14:06.business premises to look for the counterfeit goods.
:14:06. > :14:10.Initially, the team did not find much to concern them.
:14:10. > :14:15.But just as they were about to leave... I moved away from the desk
:14:15. > :14:21.I was searching. I went to the other side of the room where there
:14:21. > :14:31.was a cupboard. Look at this in here... There is loads. It was an
:14:31. > :14:37.
:14:37. > :14:44.Aladdin's cave, really. I'll show you this one. I haven't
:14:44. > :14:50.seen anything like that before, but it looks like they have put made in
:14:50. > :14:54.China marks covering the Apple and the iPhone logo. If it has come
:14:54. > :15:00.from China it will help to get it through customs. Hoping that they
:15:00. > :15:05.will not spot it. Oft no-one the counterfeit goods
:15:05. > :15:08.cases, the persons involved try to disguise the goods. So it is
:15:08. > :15:14.important to examine them thoroughly. We are finding this
:15:14. > :15:20.morning a number of examples. We see that at a glance you would not
:15:20. > :15:29.know there is a trademark on that item, but it is disguised to reveal
:15:29. > :15:37.the Apple logo. Chris and John found 198 fake Apple
:15:37. > :15:41.phone covers. A potential �5,940 worth of lost revenue for Apple in
:15:41. > :15:44.one sizure, but the investigation does not end there.
:15:44. > :15:48.We have been left with the task of going through the items that we
:15:48. > :15:53.seized from the individual. We have had to open each bag, count the
:15:53. > :15:57.items present in the bag and take samples that will be sent off to
:15:57. > :16:01.the trademark holder. In this particular case, because of the
:16:01. > :16:07.stickers that were present on the iPhone covers, we have had to do a
:16:07. > :16:13.check of all of them to ensure that they contain the tray marks.
:16:13. > :16:17.We will have more from Louise later. Now we are returning to tax. Our
:16:17. > :16:25.good to check if you are paying too much. It was a short film, but
:16:25. > :16:29.after we showed it last week it led to a big response. Viewers wrote in
:16:29. > :16:33.to say that it saved them up to �1,000. Some continued to get in
:16:33. > :16:38.touch like a retired policeman, Steve Pailes.
:16:38. > :16:45.When I saw the piece about the tax codes. I thought I would check mine.
:16:45. > :16:52.I found a letter from HMRC. It showed a tax code of 810L, but
:16:52. > :16:59.looking at my police pension pay cheque it showed a code of 756L. I
:16:59. > :17:04.rang HMRC. They confirmed that the code 810L was correct. So I got in
:17:04. > :17:10.touch with my police payroll office, they said that they corrected the
:17:10. > :17:14.tax code and overpayment would be paid to me in my January 2013 pay
:17:14. > :17:18.slip. And you have not only been telling
:17:18. > :17:22.us about the savings you made, lots have asked to see it again. We have
:17:22. > :17:26.made it available on the website. If you want to find out if HMRC
:17:26. > :17:34.owes you money and how to go about reclaiming it, you have the chance
:17:34. > :17:38.to see the guide again. If you have been on a holiday in
:17:38. > :17:42.the EU or been to America recently, or if you are about to sit a
:17:43. > :17:48.driving test, you will almost certainly recognise some of these.
:17:48. > :17:53.They are applications to be filled in beforehand. They are official
:17:53. > :17:56.websites to do it either free of charge, or for a small fee, but be
:17:56. > :18:01.vigilant when searching for them. You could click on to a site that
:18:01. > :18:06.is more expensive. The internet. A fantastic tool for
:18:06. > :18:10.shopping around. Comparing prices and for getting the top deals, but
:18:10. > :18:14.beware. When using a search engine, the names that come up first are
:18:14. > :18:19.not necessarily the best. At least, when it comes to value.
:18:19. > :18:23.This is certainly true if you are looking for one of these. The
:18:23. > :18:27.European Health Insurance Card. It covers you for medical
:18:27. > :18:30.treatments when travelling in Europe. You can apply for one
:18:30. > :18:36.through this Government website for free.
:18:36. > :18:42.But, do a search for EHIC and it is another site that appears at the
:18:42. > :18:45.top of the list like this one. It looks good. It gives all of the
:18:45. > :18:49.medical cover you expect. The applications checked and verified
:18:49. > :18:56.and it says that there is an option express service available, but
:18:56. > :19:02.there is is a catch. They want you to pay a fee. �19.99 for a new card.
:19:02. > :19:10.They also charge �9.99 for renewing a card. Something that this viewer
:19:10. > :19:19.realised all too late. We were going on holiday.
:19:19. > :19:24.The first thing I Googled EHIC. The one at the top of the list looked
:19:24. > :19:28.official to me. I thought that the fact of being charged was part of
:19:28. > :19:35.the new Government cutbacks and that they were charging.
:19:35. > :19:40.I did check later on and found that I could have gone on to the
:19:40. > :19:43.official website and I could have gotten it free. What annoyed me is
:19:43. > :19:48.that I had been caught. I never thought I would be.
:19:48. > :19:53.But that is life. So, how do the companies like this
:19:53. > :19:57.obtain such a prominent position when searching? Answer: They pay
:19:57. > :20:02.Google to ensure that their links get to the top. Google say it is
:20:02. > :20:07.allows it if a company can accurately represent the added
:20:07. > :20:13.value that they are charging for. So, what was the value that Ian was
:20:13. > :20:17.paying for? The application was checked and verified.
:20:17. > :20:26.Hang on, surely they only check against the information that is
:20:26. > :20:31.provided for? The service accepts applications 365 days a year.
:20:32. > :20:35.OK, but only the NHS site can fully process the documents and what
:20:35. > :20:39.about the other feature: The optional express service? We
:20:39. > :20:42.checked with the Department of Health. It says that it is the same
:20:42. > :20:48.process for everyone. There is no way that the company
:20:48. > :20:54.can put your application through the NHS system quicker.
:20:54. > :20:59.The apply EHIC site displays a link to the official NHS site, but it
:20:59. > :21:02.only made it clear that the NHS service is free, after we wrote to
:21:02. > :21:07.them. At least that website is not
:21:07. > :21:10.designed to look like an official Government site, like this one was.
:21:10. > :21:16.Terrorist terrorist terrorist -- Direct Driving Tests. They book the
:21:16. > :21:22.theory test for �51 and the practical driving test for �82, but
:21:22. > :21:26.they should both cost �20 less. The driving instructor said I was
:21:26. > :21:31.ready to book the test. I Googled driving tests and how to book. It
:21:31. > :21:35.was the first one that came up. I clicked on it, it looked like the
:21:35. > :21:40.Government's website. With the orange banner. The arrow. It was
:21:40. > :21:47.how to book the driving test. It was called Direct Driving Tests.
:21:47. > :21:54.Most of them are called directgov.co.uk. I booked that one.
:21:54. > :21:59.It was �20 extra! What do get for the extras? Hassle free booking,
:21:59. > :22:04.secure payments and same-day confirmation. The same as the
:22:04. > :22:09.official Driving Standards Agency told us that they offer. As for the
:22:09. > :22:14.24/7 service, well, they can take the booking, but own the official
:22:14. > :22:18.Government agency can process it. So where is the added value there,
:22:18. > :22:23.Google? British travellers heading to the United States can do with
:22:23. > :22:26.value. The ESTA visas used to be free, but the US Government now
:22:26. > :22:29.charges. Scott Robinson booked to go to New York with his girlfriend
:22:29. > :22:34.in January. Nearer the time of departure they
:22:35. > :22:43.applied for the visas. I booked the holiday with Expedia. As they gave
:22:43. > :22:50.me a good del, I thought I would use them to direct me to get the
:22:50. > :22:56.visa. He found a visa site called Visa Central it charged �40 per
:22:56. > :23:03.application, but going to the official US Government ESTA site,
:23:03. > :23:07.those would have been just $14 each, which is about �9. Being the first
:23:07. > :23:10.time to apply for a visa, I believed that the website was the
:23:10. > :23:14.right place to be. Obviously I was wrong.
:23:14. > :23:19.The Expedia scythe tells the customers that Visa Central charge
:23:19. > :23:22.as fee. Visa Central say it is offers a range of benefits, such as
:23:22. > :23:26.live telephone and e-mail assistance by experts, but after
:23:26. > :23:30.Scott Robinson complained about the charges they refunded him. So,
:23:30. > :23:35.websites that charge for services when you can get it for free.
:23:35. > :23:39.Websites designed to look like the official ones and websites
:23:39. > :23:44.recommended to you by trusted brands, even though they charge you
:23:44. > :23:50.more than you have to pay. The next time you click for one of these
:23:50. > :23:55.services, beware! So, we have since contacted all of companies featured.
:23:55. > :24:00.Google confirmed it si -- allows the promotion of sites that charge
:24:00. > :24:03.for official services if they represent added value, but clearly
:24:03. > :24:08.mention that the service is also available free of charge and
:24:08. > :24:12.provide a working link to the source. It does add that it will be
:24:12. > :24:16.removing Direct Driving Tests from the paid for ad word section.
:24:16. > :24:21.Direct Driving Tests themselves say that the website clearly says that
:24:21. > :24:26.they are not associated with the DSA or the DVLA. That there is a
:24:26. > :24:31.button directing people to the website. It says that the design
:24:32. > :24:36.does not breach copy write and the service is beneficial to customers,
:24:37. > :24:40.those not able to apply during the day. They say that the fee is
:24:40. > :24:46.reasonable, the customers can change the test date as many times
:24:46. > :24:52.that they wish and search for cancellations. As for Expedia, well,
:24:52. > :24:57.the website and the booking confirmation forms tell customers
:24:57. > :25:01.that ESTAs can be obtained for a lower fee. It says that ESTAs are
:25:01. > :25:04.directly obtainable from the US Government. Finally, Visa Central,
:25:04. > :25:08.they say that they are disappointed that Scott Robinson was
:25:08. > :25:13.dissatisfied with the services. They claim that the website
:25:13. > :25:17.delivers reliability and customers can apply for an'sa at any time.
:25:17. > :25:22.Back to the Consumer Cops, fighting the trade in online counterfeit
:25:22. > :25:28.goods in the run-up to Christmas. We have seen the officers in
:25:28. > :25:32.chesser, targeting a retailer selling fake Apple products. They
:25:32. > :25:36.were successful, but the operations can be high. The officers must be
:25:36. > :25:41.confident that the intelligence is reliable and the preparation
:25:41. > :25:45.perfect. Louise Hulland now reports on another operation, just over the
:25:46. > :25:50.Welsh border. It is early morning in Wrexham. The
:25:50. > :25:55.officers here are planning a counterfeit raid at a local car-
:25:55. > :26:00.boot sale. After test purchases identified two traders on the site
:26:00. > :26:03.selling fake goods. We did a walk around, looking for
:26:04. > :26:09.the target stalls identified, but this morning, none of the targets
:26:09. > :26:12.have turned up. But one of the traders does make an
:26:12. > :26:17.appearance. It is the target selling counterfeit shoes. So it is
:26:17. > :26:24.time for the team to get going. So, I'm going to lead. You are
:26:24. > :26:30.going to back and tag. -- bag and tag.
:26:30. > :26:35.Grab your partner by the hand! team move quickly, but by the time
:26:35. > :26:40.they move on to the site, the trader has disappeared.
:26:40. > :26:44.She is not here. Hold back a sec. Wait for her to come back and see
:26:44. > :26:46.what happens, but her van is still there. It is full of counterfeit
:26:46. > :26:56.shoes. There is stuff in there. We need
:26:56. > :26:58.
:26:58. > :27:02.her to come back. Seize the vehicle? If that is -- if
:27:02. > :27:07.she doesn't come back, we can take the car.
:27:07. > :27:12.The philosophy behind the brand is when you buy a pair of shoes, there
:27:12. > :27:16.is another pair donated to a Third World country. That was a selling
:27:16. > :27:20.point with the lady saying that the shoes when you buy a pair somebody
:27:20. > :27:28.else in another country gets a pair. Obviously if you are buying
:27:28. > :27:32.counterfeit shoes it does not happen with the TOMS shoes, it does
:27:32. > :27:38.not happen.though, the brand loses out and the child in the other
:27:38. > :27:43.country does too. The woman returns.
:27:43. > :27:48.We have sent these off to confirm that these are counterfeit. These
:27:48. > :27:51.are counterfeit goods. All of it? Yes. I have checked the bar codes
:27:51. > :27:56.on it. We will have to interview and
:27:56. > :28:00.caution you about the stock. We are going to seize the stock you have
:28:00. > :28:05.got and take it to the police station and interview you.
:28:05. > :28:10.She was a little bit shocked. Not expecting to see us there. She did
:28:10. > :28:14.open up the van. Looking at the van it did not look like a lot of stock
:28:14. > :28:17.was there, but once the van was open, we started to seize the goods,
:28:17. > :28:26.there was a substantial amount of shoes.
:28:26. > :28:30.What we have to do is make sure it is bagged and tagged so it is saled
:28:30. > :28:35.in -- sealed in evidence. So in court we can say what we took from
:28:35. > :28:39.the vehicle is bagged and tagged. So it is continuity of evidence.
:28:39. > :28:43.After it has all been seized and the people have been taken into
:28:43. > :28:50.custody. The next part of the day is ensuring that the evidence is
:28:50. > :28:55.transferred to our secure store. Obviously it is a big battle to
:28:55. > :28:59.prevent counterfeit goods sold, eeth ner car-boot sales or on the
:28:59. > :29:05.internet, but we are prepareded to fight it.
:29:05. > :29:14.And in this case that fight was definitely worth it. The team
:29:14. > :29:18.seized 130 pairs of TOM shoes and seven pairs of Vans trainers, all
:29:18. > :29:23.counterfeit. Plus other suspect items still being checked. The
:29:23. > :29:26.trader was bailed and interview. The investigate is ongoing, but a
:29:26. > :29:31.New Labour new challenge is just ahead for the leagues over the
:29:31. > :29:36.border in Chester. Now, we are returning to home and
:29:36. > :29:39.car insurers. The fees that they charge you for updating details on
:29:39. > :29:46.the policies. Our Mystery Shoppers found they had been hit with bills
:29:46. > :29:50.of up to �22.50 for something as simple as changing a name. They
:29:50. > :29:54.found that some companies did not make fees clear before customers
:29:54. > :29:57.take out their policies. Joining me now is Malcolm Tarling from the
:29:57. > :30:03.Association of British Insurers. Good morning. What is going on with
:30:03. > :30:06.the admin fees? Tiny changes and a lot of money to do it? When a
:30:06. > :30:10.company makes a charge for admin fee it reflects the charge that
:30:10. > :30:16.they face. It this is not a question of insurers ripping off
:30:16. > :30:20.customers, but purely to cover the admin costs. So, if you move home,
:30:20. > :30:24.if your postcode changes and you have a motorpolicy. It is not just
:30:24. > :30:29.a question of changing the policy documentation, the insurers have to
:30:29. > :30:34.reassess the risk, and if you add a person to the motorpolicy, then the
:30:34. > :30:39.certificate must be changed and the insurers have to send out fresh
:30:39. > :30:44.details. So the charges mount up. But some of these are doing it for
:30:44. > :30:52.free online. So why is it costing so much more for a phone call? If
:30:52. > :30:57.you do it online for free, why pay for a phone call? We have staffing
:30:57. > :31:02.the people that are making the changes. That costs for the company.
:31:02. > :31:07.Online, the costs can be kept to a minimum. If the insurers absorbed
:31:07. > :31:12.the additional costs they would have to spread the cost amongst all
:31:12. > :31:17.customers, regardless of whether or not the people have made changes.
:31:17. > :31:22.But some is disproportionate? No, it is not. Every company makes a
:31:23. > :31:25.charge based on the costs they incur. The insurers are not looking
:31:25. > :31:30.to exploit the existing policyholders, they are trying to
:31:30. > :31:34.keep the costs down for all customers. Where they do incur
:31:34. > :31:37.charges and cannot absorb them, they have to pass them on to
:31:38. > :31:42.customers. When you change your address, when
:31:42. > :31:46.getting a new car it is more expensive with some insurers than
:31:47. > :31:51.it is for changing address if you move house. How is that justified?
:31:51. > :31:56.It depends on the risk that the insurers take into account. If you
:31:56. > :32:01.change your car or change address, then the risk may change. So
:32:01. > :32:06.insurers have to take that into account. With motorinsurance, the
:32:06. > :32:08.insurers have to send a certificate, that incurs additional costs as
:32:08. > :32:12.well. Malcolm Tarling, thank you very
:32:12. > :32:22.much. Now, time for an update on your
:32:22. > :32:28.messages. We are getting responses from your story where things have
:32:28. > :32:33.been found in food. We have had flies in crisps, caterpillars in
:32:33. > :32:39.peace peas. We thought we are seen it all. Until we were contacted by
:32:39. > :32:46.Kelly Kemp. She went to her local supermarket, she bought a Florette
:32:46. > :32:51.salad. Later she found this inside. Yes, a live lizard. Kelly spotted
:32:51. > :32:55.it halfway through eater her lunch. She sent it off to the supermarket,
:32:56. > :33:01.who sent it off to Florette for analysis. They were shocked and
:33:01. > :33:06.given her a cheque for �100 and apologised for the stress caused.
:33:06. > :33:12.They say that they bag 60 million bags of salad a year. They ensure
:33:12. > :33:17.that the leaves are clean and safe to eat with all of their technology.
:33:17. > :33:22.They are sorry for not being able to detect this lizard lurking in
:33:22. > :33:28.the salad, but one such incident is one too many. They apologise.
:33:28. > :33:32.Now, we have heard a lot about insurance, but where is it on your
:33:32. > :33:38.list of bug bares? The Financial Ombudsman put together a roll call
:33:38. > :33:41.of the five products is gets the most complaints about. The list
:33:41. > :33:45.could be familiar if you have been watching this programme for the
:33:46. > :33:55.last few weeks. So, which financial products came out the worst. If you
:33:56. > :33:58.
:33:58. > :34:01.are stuck with one, what can you do So, here are the top five most
:34:01. > :34:07.complained about financial products: It is overdrafts and
:34:07. > :34:11.loans. People complained about inflexible repayments, not being
:34:11. > :34:15.able to choose how fast you repay the loan and how much. People were
:34:15. > :34:20.upset about high interest rates. Some banks charging fees that
:34:20. > :34:26.equate to hundreds of percent a year in interest. If you are having
:34:26. > :34:31.problems with debts, try taking advice from the Consumer Credit
:34:31. > :34:34.Counselling service. Then it is mortgages. People plaining about
:34:35. > :34:39.administrative errors and how they were treated if oning into arrears.
:34:39. > :34:44.If you are falling behind on payments, ensure that you contact
:34:44. > :34:48.the lender as soon as possible. They are obliged to get you back on
:34:48. > :34:56.track. At three it is credit cards.
:34:56. > :35:01.A big source of bother here is section 75 claims. Under this
:35:01. > :35:06.section of the consumer credit act, you can make a claim to the credit
:35:06. > :35:12.card company if you buy a good that is faulty, does not turn up at all
:35:12. > :35:17.or does not meet the description. But the credit card companies are
:35:17. > :35:23.not so good about knowing the rouxs. So make it clear that you want it
:35:23. > :35:31.make a claim under section 75 of the Consumer Credit card Act.
:35:31. > :35:34.Then, current aaccounts and fee paying accounts. I hear complaints
:35:34. > :35:40.from people who think that they were covered by insurance that came
:35:40. > :35:45.with the packaged account, when it was not. The other one is the high
:35:45. > :35:50.fees for going over agreed overdraft limits, the best way to
:35:50. > :35:54.avoid fees is to keep the account in the black, but if you do bust
:35:54. > :36:00.the limit, talk to the bank. They may waive the chances.
:36:00. > :36:05.And running away with a massive 65% of complaints in the Financial
:36:05. > :36:10.Ombudsman Service it is payment protection insurance. Over the last
:36:10. > :36:14.few years, Baby P misselling has been dominating with the banks
:36:14. > :36:20.putting aside an astonishing �10 billion to compensate those who
:36:20. > :36:25.bought it. If you were sold a credit card loan, check back to see
:36:25. > :36:29.if you were sold PPI. There is no need to use a claims management
:36:29. > :36:34.company. They can take up to 40% of compensation you are owed. Just
:36:34. > :36:38.write a letter of complaint to the earned that sold you PPI if that
:36:38. > :36:42.does not work, take it to the Financial Ombudsman service, but
:36:42. > :36:46.then it does not stop there. Financial products are riddled with
:36:46. > :36:50.exclusions and hidden charges so always read the small print. If you
:36:50. > :36:53.do have to make a complaint. The Financial Ombudsman service is free
:36:53. > :37:00.and independent. You can be confident you will get a fair
:37:00. > :37:04.hearing. James Daley. That is Which?'s money
:37:04. > :37:09.expert. For more information on how to complain if you have been sold a
:37:10. > :37:14.financial product you are not happy with, go to the website at:
:37:14. > :37:18.Now, we return to Chester, where the Consumer Cops are fighting hard
:37:18. > :37:22.to keep counterfeit goods from being sold online.
:37:22. > :37:26.Let's join Louise again. Trading standards officers, Chris
:37:26. > :37:31.and John are on the trail of another internet traders from whom
:37:31. > :37:35.they have bought a number of fake goods, but this operation is
:37:35. > :37:40.proving to be more challenging than most.
:37:40. > :37:49.I'm concerned about the premises being so big. We need to ask him to
:37:49. > :37:53.take to us the goods specifically. Otherwise we could thereby hours.
:37:53. > :38:03.The two officers meet with colleagues who have been sent ahead
:38:03. > :38:04.
:38:04. > :38:14.to carry out surveillance. Where did they go? That side door.
:38:14. > :38:44.
:38:44. > :38:48.We'll go in and call you in. The owner of the property has been
:38:48. > :38:53.arrested by the local police under the Trademarks Act. Inside the
:38:53. > :38:59.property it is stacked to the roof with all sorts of boxes, containing
:38:59. > :39:06.hundreds of different items. We have identified some Hello Kitty
:39:06. > :39:10.watchs that we know are counterfeit. There are about 500 of those in a
:39:10. > :39:15.couple of boxes. So we are happy that we have got some sort of
:39:15. > :39:19.success. It is now going to ab slow process
:39:19. > :39:24.of going through everything in the building behind me.
:39:24. > :39:28.The team have to find, identify and verify the identity of branded
:39:28. > :39:34.items in the church, but this may beicallyicated.
:39:34. > :39:39.We are in a difficult position with some of the trainers we have come
:39:39. > :39:45.across. Inside the premises there are several hundreds of box s. It
:39:45. > :39:48.is difficult to establish if these are the genuine or counterfeit
:39:48. > :39:58.products. We are trying to speak to the company to see if there is
:39:58. > :40:00.
:40:00. > :40:07.guidance that they can give us. There is a lot here.
:40:07. > :40:12.If we are unable to get a response today. We are going to seize all of
:40:12. > :40:22.the Ed Hardy items to get them analysed to see if they are
:40:22. > :40:23.
:40:23. > :40:33.counterfeit or genuine items. It is never-ending.
:40:33. > :40:34.
:40:34. > :40:38.There could be 300 pairs here. Maybe 400 pairs.
:40:39. > :40:42.Don't film that bit! It is a difficult decision for the team.
:40:42. > :40:47.If they seize the stock and it proves to be genuine, they will
:40:47. > :40:51.have to return it back to the trader. They must be sure they are
:40:51. > :40:55.dealing with fakes before investing the resources. Thanks to quick work,
:40:55. > :41:01.John gets the news he had been hoping for.
:41:01. > :41:06.Based on the information provided this morning. -- there are a couple
:41:06. > :41:11.of things to look for with the trainers, one of the first markers
:41:11. > :41:15.is a letter on the shoe. The letter P. So we are satisfied that these
:41:15. > :41:22.items are real. So we have made the decision to
:41:22. > :41:26.leave these items here. I think it is fair to say that
:41:26. > :41:29.everyone with us today is relieved that is the outcome of this.
:41:29. > :41:34.Obviously if they are counterfeit that is great, but if they were
:41:34. > :41:38.begin win and we seize them. We would have a responsibility then to
:41:38. > :41:47.ensure that they are back to the trader in a few days. So it saves
:41:47. > :41:54.us lot of work, that phone call. The team ended up seizing 499 Hello
:41:54. > :41:58.Kitty watches. 69 boxes of Hello Kitty rings and 12 pairs of Calvin
:41:58. > :42:01.Klein socks. All of which confirmed as fakes by the registered
:42:01. > :42:05.trademark holders. The team covers a big area. There
:42:05. > :42:10.are many traders out there. There is a lot of counterfeit goods out
:42:10. > :42:14.there. We are moving from one case to the next to the next. We just
:42:14. > :42:19.can't stop. We have to make sure that we follow the process through.
:42:19. > :42:28.Seizing the goods, taking them out of circulation. Then quickly moving
:42:28. > :42:31.on to the next cake, so we are certainly very busy.
:42:31. > :42:38.-- next case. The Consumer Cops heart at work
:42:38. > :42:47.there! Now, a busy day in the Mail Room, wr what are people saying?
:42:47. > :42:53.Well, the fees for admin have gotten you go. Laura says she was
:42:53. > :42:57.charged �30 when she got married and reaction to the salad and the
:42:57. > :43:01.lizard, lots of you rushing to check the contents of your fridge.
:43:01. > :43:04.Send us a picture if you find anything and we will show it
:43:04. > :43:08.tomorrow. That's all we have time for this morning.
:43:08. > :43:12.Now, On tomorrow's programme: Fancy a new car? If you don't think you
:43:12. > :43:15.can afford it, see how we got up to �3,000 off - with one simple phone
:43:15. > :43:19.call. Tesco, Sainsburys, Morrison's - they've just signed up to new a
:43:19. > :43:22.agreement to ditch the confusing labelling. Will they stick to it?
:43:22. > :43:25.And the rogue tree surgeon who ripped off his customers, put
:43:25. > :43:32.himself in danger, and had trouble controlling his temper - he's now