Episode 9 Watchdog Daily

Hello, and welcome to Watchdog Daily. We're with you live for the

next 45 minutes. This morning: Groupon and K.G.B: They've been

warned about advertising dodgy deals - are they still doing it?

John Lewis, Currys and Argos: You have rights when you shop there -

pity these staff don't always know them. And Wonga: Straight talking

money - taking cash straight out of non-customers' accounts. Also on

today's programme: Tricked out of hundreds of pounds. The 90-year-old

man targeted by rogue traders. was clear that the person taking

him into the bank knew that this gentleman was vulnerable.

We start with some of the biggest names in daily deals - Groupon and

K.G.B. First, Online sites offering discounts on everything from spa

days and weekend breaks to magazine subscriptions. They're hugely

popular but controversial too. Back in March, the Office of Fair

Trading found Groupon repeatedly breaching consumer protection

regulations. And the Advertising Standards Authority banned several

of its ads for being misleading. K.G.B has also run into trouble

with the advertising regulator. So, have they learned their lessons?

Here is Rani. Hand-picked deals, great prices,

big discounts. All offered by daily deal companies. Like Groupon. Their

promises attracted Andy to register with them. Last month they offered

a deal of six month subscription at 50% discount. At just �22.35, but

the magazine costs �4.20 an issue, so six months normally costs �25.20.

If he subvibed through the magazine website, he could have gotten it

for �23. Although Groupon's deal did come

with �15 worth of golf vouchers, it was not the discount Andy was

promised. When he complained, Groupon said: It is not our

intention to mislead anyone. The deal undergoes a price very fiction

process. Well, something went wrong here.

For Andy, the deal was nowhere near as good as advertised.

Seven months after Groupon assured the Office of Fair Trading, that it

would publish no more misleading ads.

On a budget and a mission... During that time, one of Groupon's daily

deals rivals had its own problems, falling foul of the advertising

regulator, repeatedly. We heard of cases that started to

increase. Complaints went from two last year to 21 this year. That is

entirely unacceptable for this type of business, but it is a new

business. The level of advertising that they do is prolific. Putting

out hundreds of ads every day, but the number of times that they are

breaking the advertising codes is unacceptable.

The Office of Fair Trading identified claim whereas the

company were unable to back up savings. Take this deal.

They offered this deal for �9, saying it would normally cost �269.

We received a complaint querying that. We went to K.G.B and they

were unable to prove to us that the hotel had been on offer for �269.

That is the claim that companies should not be making. If they are

saying that there is a savings, they must prove that the product

has been sold at that level for a significant period of time before

making the deal. The regulator found that there were

instances where K.G.B described deals inaccurately or left

information out. Like this offer for a kite lesson.

It failed to mention if you wanted to take advantage of the deal at

the weekend, it would cost �100 more than advertised.

There is never an excuse for the companies to be breaking consumer

protection rules put in place to maintain trust in tiding to ensure

that the consumers are not misled. What we expect to see in the future

is K.G.B continuing to comply with that. There has been a drop-off in

complaints and problems. We are monitoring this.

While the AFS -- while the Office of Fair Trading have had a drop off,

we continued to receive them. There was a deal that the original

price was something like �49.99. I needed one of those. I was going to

get them. I saw the offer on K.G.B for �9.99. It would have been a

good offer in the product turned up. Flora is still waiting for the

product to arrive. I paid the money directly to K.G.B,

it is their job to ensure that the deal is honoured.

Ashley has been waiting even longer for his order from K.G.B. He paid

�64.99 for a Google android games console. Eight weeks on, there is

no sign of it. I tried to contact the vendor. Also

trying to contact K kfpl K. I am still waiting for the product.

K.G.B are responsible for setting up the deal. They liaise with the

third parties. They should be fulfilling the promise. I don't

feel that happened at all. What we expect is that if a kch makes an

offer to members of the public that they fulfil it. The vast majority

of deals that you see offered through the companies can be

trusted. Whenever a company puts out a promotion, the one thing is

does not want is for the members of the public to be disappointed with

what they receive. They will not last long if people don't return to

continue to buy from them. But judging by the complaints we

received some customers have been left disappointed. This one is

unlikely to be back. That is it for me. No more K.G.B.

Rani is up in the mailroom. What has been the response to that

report? Groupon denies misadvertising the six monthly golf

deal. They said that the publisher ran its own promotion, but that

theirs offered more value and saving. They said as their deal was

designed to entice new golfers and the publisher's deal was for

existing customers, that the two ons are not comparable.

K.G.B said it fulfilled 97% of customer purchases in the last two

years and refunds any what experience problems. It says that

80% of complaints about advertising are not upheld and no ads published

since April have been a subject of complaint. It accepts that the

goods of two of our interviewers orderers were not available, but

said that they were fully refunded. If you would like to get in touch,

we would love to hear from you. The Now, doorstep crime. Across the

country there are rogue traders demanding large amounts of money

for little or no work, bogus callers and workmen preying on

those who aren't always capable of protecting themselves. Taking them

on are the Consumer Cops. Here's Rhodri Owen. Yes, welcome to Wales.

Now it may be one of the most picturesque parts of the UK with

rolling hills and valleys, but like many areas it has its fair share of

doorstep criminals. For the officers, tackling the problem is a

vital part of their role. Cardiff, in this city there have been 36

doorstep crimes reported in the last year. To catch those

responsible, and to stop repeat offences, the officers have a range

of methods. Along with investigations and intelligence-

gathering exercises, they revisit the victims of crime to offer help

and support. So today, Sarah Smith is checking

in on a victim, recently conned by a rogue draivway company.

-- driveway company. They came along, asked if you

wanted a driveway putting in? coffered it with sand and the next

day nothing -- covered it with sand and the next day nothing and then

this. You can see that here someone has

trodden in it. It is uneven, it is not smooth. It is not a standard of

driveway that you originally wanted. It is literally appearing to have

been thrown down. Gary simmons is disabled and lives

with his 7-year-old mother. In January they paid �had 50 to a

group of traders for a new drive. Those traders took the money, did

some of the work and then disappeared from the job.

-- �4 50. What happened? We could tell they

were not real builders. No, they were not, but they did

promise to come back and finish it but we never saw them after.

Did you try to contact them? Yes. You were talking to a boss of some

sort? Yes. He said that the fella that done

the job was given the sack. So the job was finished as far as he was

concerned, but then they wanted another �150.

To put it right? Yes, to put it right. I mean, we are pensioners,

we have not got money to throw away. We paid enough any way.

That is right. We should not have fallen for it,

but we were conned and that is it. This is a new set of traders for

Sarah Smith and her team to look into.

What do I think of people who do this? They are scum! They are worse

than scum. Oh,... I mean how many more pensioners have they done this

to? I have worked hard all of my life.

You get a bit of money, you have your pension. You save a little,

then people like that come to rob you.

It is really hard to go in and see these consumers that don't

necessarily have a lot of money. They have paid in good faith for a

job. I find it really hard you cannot bring these people to

justice as easily as we could a trader in the High Street.

That is the frustration, really. That is what we are working hard to

try to ID who these people are in the bigger picture.

Seeing the shattered lives that the rogue traders leave behind makes

officers like Sarah determined to stop them striking again. Today she

and her colleagues are preparing to patrol doorstep crime hotspots.

Do we have a list of targets? are about four to five different

gangs working in the area. Where should we start? In the Heath,

around that area. It is causing a real problem to the

residents and to the elderly population in Cardiff. We are not

talking here about perhaps a one- off case where a trader, you know,

for whatever reason is not aware of the law, we are talking about

organised criminals. They know what they are doing. They sell

information, they talk to each other.

They are operating a system of what is known as rebating. That is where

they systematically target a person and they go back time and time

again over a period of time taking thousands and thousands of pounds

off people in some cases. Sarah and Mike are patrolling the

north-east of the city. It is a relatively affluent area, with a

large number of elderly householders, prime targets for the

doorstep criminals. The first stop is a building site in the

residential area here, an unmarked trade van has caught their eye.

Good afternoon. We are from Cardiff Trading Stand dardz, is the boss

around? Mike is keen to find out who is working on the site.

Is this your company vehicle? yes.

What we are looking for in particular is people who rip-off

the elderly and the vulnerable. What drew us originally was one of

the unmarked vehicles. Obviously non-legitimate traders

don't tend to have them marked up as such. I don't know about non-

legitimate traders it -- they are working fellas who buy a van.

Workwise they care about the work that they do. That is the people we

have working for us. I mean we are looking for rogue traders.

We have not got those people working for us.

Not all reactions that Sarah and Mike receive are positive, but this

trader seems supportive of their work. If it eliminates the cowboy

element of this construction industry, it must abgood thing.

As we saw, that particular trader was willing to help the team in

their fight against the unscrupulous traders, so nothing to

concern the officers yet, but coming up: That vehicle is a prime

example of one that we would want to stop.

Yes, things get a lot more interesting for the cops cops

companies as they continue their patrols and we find out what

happened when this blind, 90-year- old man was targeted by rogues.

First, buying household appliances can be an expensive business. But

if your washing machine or dryer packs up once it's outside the

manufacturer's warranty, do you have any recourse with the shop

where you bought it? Well, under certain circumstances, the answer

is 'yes'. Even though some of our biggest electrical retailers seem

to think otherwise. We'll put John Lewis, Currys and Argos to the test

in a moment. But first, what exactly are your rights? There is

nothing more frustrating than getting a product home to find it

does not work. Or, worse still, that it gives up the ghost after a

few weeks. Fortunately there are laws under the Sale of Goods Act

that mean you can take the product back to the shop for a refund,

replacement or a repair. Sundayer the Sale of Goods Act,

1979, goods should correspond with a description applied to them, via

the satisfactory quality and to be fit for the purpose for which they

are used. If your new product is broken or breaks, you should take

it back to the retailers and not to the manufactures. It is the

retailer with whom you have the contract.

You have a certain period of time in which to return faulty goods for

refund before it is deemed to be accepted. Once you accepted the

goods you can return them to the retailer, but only for repair or

replacementment. The law does not specify a reasonable time for

accepting the goods, but if you return the faulty goods for a

repair, replacement or refund, then for the first six months after the

purchase it is up to the retailer to prove that the goods comply with

the contract. So that they were not faulty.

So, what happens if you have had the product for say, over six

months? Then it stops working? Under the Sale of Goods Act you

play have a strong case still. That is if you can prove that the item

was faulty at the time you purchased it. If you can prove that,

the retailer, must either replace it or repair it for free.

A few things to point out: The longer the period that lapses over

six months, the harder it is to prove that the goods were faulty

when you bought them. The amount you paid for them, what the goods

are and the level of usage will be things that must be considered too.

So, for example it would be reasonable to expect a washing

machine costing �1,000, used twice a week, to last longer than one

that is costing �300 and used every day. You may need a second opinion

if the retailers disagrees. If the retailer will not repair or replace

the tement, then you may consider going to court about it. Before you

do that, though, get legal advice. One last thing if the product is

under a warranty, it fails within the warranty period, then you can

send it back to the manufacture, but I have to stress, if it fails

in the warranty period is irrelevant. It is the retailers's

responsibility under the Sale of Goods Act to ensure that the goods

are of a satisfactory quality and fit for purpose at the time you

purchased them. If not, they have to put that right. So ensure that

you understand your rights and do not take "no" for an answer.

Margaret Griffiths knows her stuff. Now you know your rights, but do

the retailers? Here are the Mystery Shoppers.

We sent our team to three branches of three of the UK's top electrical

retailers, John Lewis, Argos and Currys. The question they asked was

this: I bought a washing machine from here, it has stopped working.

If I turn it on it will not turn on or sometimes the lights flash. I

wondered if there is anything you can do? We know there is a lot they

can do. Each time they asked, the shoppers made it clear it was a

manufacturing fault, not the result of wear and tear. Now a washing

machine is an expensive product that should last for a reasonable

length of time. Several years. So, under the Sale of Goods Act, if our

shoppers were able to prove it was an inherent fault, you expect the

retailer to offer a repair or replacement, whether or not it is

within the manufacture's warranty. So with these... All nine stores

visited said that they could help us if the washing machine was

within its warranty. But when asked if they could help

outside of the warranty... Over months, we cannot help.

We only guarantee a product for 12 years.

Eight of the stores visited were less willing to take the

responsibility. We would not be in a position to

replace that for you. Well, that is ridiculous. It is the

retailer's responsibility. The consumer has a contract with the

retailer, not with the manufacture. The terms of the contract, well, we

have seen the Sale of Goods Act, they must be of a satisfactory

quality and filet for the purpose. It is the retailer's job to ensure

that is the case. Five of the eight stores said that they could put us

in touch with the manufacture or arrange for it to be fixed, but

there was a charge. If it was within the manufacture's

warranty? We would charge �506789 We would get an engineer, but

charge you. Outside of the warranty period, you

may pay for it, but recoup the cost of that fixing from the shop that

sold it will to you as long as you go back within a reasonable time of

buying it. A Currys store suggested it may be cheap tore buy a new

machine as a repair could be so expensive.

Minimum charge is up to �60. Why not buy a new one? Something

for about 200 to 300? This is my personal opinion.

But by far the worst performers on the test were the retailers that

failed to take responsibility whatsoever and told us to contact

the manufacturing of the machine directly.

Don't take it back here. It is the manufactures that decide. Even

though I bought it from the store? Yeah! There is nothing to do?

of the guarantee you have to go direct... There is nothing that

Currys can do. It must have the guarantee from the manufacture.

That is just wrong. Whether it is want the warranty or outside of it,

if it is within are reasonable time of buying it, it is the shop's

responsibility to repair the machine. I am not surprised by what

I have seen. It would be nice if the shops trained the staff to tell

them the difference of the contract that the shop has with the consumer

and the relationship that the manufacture has with the shop.

Low marks for legal knowledge. So what do the companies say about it?

Argos acknowledges that the customers have rights beyond the

guaranteed period and accepts that it has a responsibility to give

correct guidance. It says when the staff are asked more complex

questions concerning consumer law they should refer them up to the

store managers. They are sorry that this did not happen. In the light

of finding it is is reviewing the staff training.

Currys and John Lewis says that the Sale of Goods Act clearly states

after six months that the consumer must find the cause of the product

fault. John Lewis says that the law does not require retailers to

inform customers about their rights. It says that the policies are

designed to promote a positive resolution for the customers, but

it is disappointed to hear about our findings but say it is

difficult to comment accurately without the exact detail of the

conversations. Currys says that it takes the customer service

seriously. That the staff are focused on serving them with the

best interests at heart it is disappointed it was unable to give

a higher level of assistance on the individual occasions.

For a reminder of the advice given by our expert, Margaret Griffiths,

please go to the website at: Now, back to Cardiff where the

trading standards teams are patrolling known hotspots for the

rogue traders. Let's rejoin Rhodri Owen.

Sarah Smith and Mike Pitt have been on patrol for three hours. It a

after 4.00pm. Most traders are knocking off. As they turn into the

Heath area, Sarah spots a He is coming our way. Let's get the

registration number now. That vehicle is a prime example of

one that we would want to stop. Rogue traders invariably are never

on their own. There are a number of operatives in the cab.

The officers have not got the powers to stop the van, but it is

important to get as much information as they can about the

vehicle and the people in it. This is what we were talking about

in intelligence-building. The types of things that lead us to the type

of offences that we are looking to detect. It may be that they are

just out and about, but this description of that vehicle is very,

very typical of the type of offenders that we target.

While Sarah records the details of the vehicle and location, Mike goes

in for a closer look at the driver. Yeah, I have a good description of

him there. Tattoos on the right arm. He has grey hair and a grey

moustache. The person driving that had a dis tink i face. If we saw

him again, we would know who that person is.

Back at the base, Sarah runs the information about the van through

the databases. We found out that the van has been

linked to a number of occurrences to people that we are aware of,

that we are looking at in terms of doorstep crime. So it was a really

good result. A good piece of Intel to pick up. We also had two good

IDs on the people in the van. That is part of the reason to do the

patrols to see who is operating in the hot spot areas.

The Government, as well as Trading Standards, rank this type of crime

as a top priority N 2009, the Department of Business, Invasion

and Skills set up Scam Busters. They target rogue traders

throughout Britain. The Welsh team, is headed up by and drew Bertie.

We investigate cross-border trading standards type of criminality.

There is a recognition that the criminal elements move across the

border areas. This team was brought together in order to address that.

We use intelligence and other law enforcement partners to formulate

operations. Such intelligence gathering and

collaboration among the enforcement agencies, helps the Scam Busters to

track down this man. A seriously conman.

My team was asked to get involved as they are trained to deal with

vulnerable adults, really. To illicit the best evidence for court

cases. It started with this victim. John

Teasedail, a registered blind pensioner living in Caerphilly.

He was a 90-year-old gentleman, and he was a gentleman. He had a forces

military background. I would say his standards did not erode. That

is a compliment to him as a man in his 90s. Staunchly independent, but

living with support from Social Services.

Mr Teasedail was a repeat victim of doorsteping crime. So in 2010, the

police fitted his home with CCTV camera in case he was targeted

again. These are the pictures that the cameras captured. Two men tried

to convince him that there was something wrong with his roof. They

said they could fix it for �280. After that call, they then said

there was work needed to the roof. There was no opportunity for him to

have a cooling off period. Officers saw serious offences being

committed. The two men drove the man to the bank. This CCTV shows a

offender standing over him. It was clear that the person taking

him into the bank knew that this man was vulnerable and showed me

that having told him he needed work to his roof, that there was no

possible way that the man could have seen that he needed the work

doing and that they realised that he was blind and they were taking

advantage of him. The footage from the police and the

bank provided Andrew's team with a starting point to the investigation,

but there was much work to be done. From the footage we were in

possession of, we had a face. Now we had to identify who this person

was. A terrible story. We will show you

what happens shortly. Before, that Wonga. The pay day learned famed

for TV adds, its sponsorship of Football Clubs and APR rates of

4,200%! It seems that they had been taking money from people who had

never even been customers. I received letters from Wonga,

asking me for payment of over �400. I never had heard who they were.

Not a clue. I was panicking. I thought, why are they taking this

money? They made a mistake. They knew that they had credit-checked

me and lent this information to somebody else. Wonga must have

things in place to say that this is not right? Rather than just taking

money out of people's bank accounts. You should not be able to credit-

check me and loan to somebody else. It is a saifrpl, straightforward

thing to sort out. So, Wonga should get their act together! It turned

out the cases feature Paula Radcliffe victims of card and ID

fraud. Wonga admitted that there had been fraud. Where money was

answer, they refunded it. It said it was working on ways to tighten

the security systems making it harder for those taking out loans

to give false names and bank details.

We deeply regret the cases shown on the video. If you can imagine you

are a victim of fraud, it is deeply traumatic. We understand that. That

is why we invested so much energy and focus on combating fraud where

it occurs. We work with the leading organisations in the UK. We spend

millions in technology and try our hardest to prevent fraud.

That what two months ago, but that fraud still seems to be happening.

We have had more complaints from viewers saying that they have not

been customers of Wonga but had money taken from their accounts or

demands for repayments. We have contacted the company again it says

that the automated technology is at the cutting-edge of screening out

fraud. Less than 0 .1% of approved loans are said to be fraudulent. It

says that its approach of kpwading this is far ahead of industry

standards. Well, Gillian Guy joins me now if you find there is a large

sum of money missing from your bank account, what do you do? Check the

bank account and if there is anything unusual get in touch with

the bank. They should investigate and get wrong payments back for you.

If you are not satisfied you can go to the ombudsman ombudsman

ombudsman or indeed, come to the Citizens Advice Bureau to get help.

Let's talk about pay day loans, you are worried about them, why? There

are so many people taking them up. A survey shows that there will be 5

million in the next six months given out. They tend to be with

people who are in financial difficulty. They see it as a quick-

fix. We would rather that people came to us or other independent

advisers to help with a debt management plan or budgeting. In

terms of the loans that they take out, they are targeted at people

with debts and cannot afford to repay. The checks are not properly

done to ensure that they can repay and they are often aggressively

collected. So money may be taken from a bank account and it is

difficult to negotiate with the companies to pay back less where

the payments cannot be afforded. Give us an example of the trouble

that people are getting into? people that we see coming into the

bureau have debts. They take a out a pay day loan to pay off other

loans. Then they roll them over. There are hidden charges and they

get out of control. What that means is that they give the authority to

the pay day lenders to take the payments back and then they miss

rent. Then people come to us with eviction orders, threatening them

that they are going to lose their homes.

You want to hear from people having problems? The OFT is looking into

the pay day lending. It is overdue. We know there is a new charter for

pay day lenders and on Monday we are starting a year-long survey of

people to really check out how they are conducting themselves and

ensure that they do things properly. Now, lots of you are getting in

touch with us this morning. Let's find out what you have been saying.

Lots getting in touch about daily deal sites. Many complains that the

deals expire before you get a chance to use them. Also about the

report on taking back faulty goods. It was said by Jane that the shop

told her they could not do anything about her faulty washing machine as

it was 18 months ago. She is going back to them again. Keep in touch.

We would love to hear from you. Now, time for a final visit to

Wales and the case of the 90-year- old blind man targeted by traders

who demanded money from him and then stood over him while he

withdrew cash from the bank. There was a lot of work to do although

they had the CCTV pictures. As a result of the CCTV images, the

officers had a good idea of the crime and a clear picture of those

who committed it but they needed names. That meant searching for

more clues. He was taking a vehicle, we checked

with the CCTV, we saw Mr Teasedail in the vehicle. We saw the CCTV

footage in the bank that clearly showed that the men that we saw in

the vehicle and in the house were on his shoulder, he took the

withdrawal of money out and he led him out. The trader that called at

the man's home was wearing a jacket. On the rear was a mobile phone

number. Also a company name. We did work with that to trace that.

The company name on the jacket was Jones and Sons. Not to be confused

with other companies of a similar name. As the team continued to

follow up the leads, they discovered the same company had

targeted another vifpl in the Newport area. A widow, Mrs Richards

needed to get her guttering company. She called a company advertised in

the local paper, the very same Jones and Sons.

The guttering was leaking. So they decided that they will take it down

to put it all up new again. Ida paid �980 to the traders, but

instead of the job she was expecting, she got this job...

is a part of the gutter, it is new, supposed to be, they put it up

there... This was there like that, but it has fallen down as it was

not put together properly. The leaking guttering was causing

damage to the outside of the house. Over time it started to affect the

inside as well. The water is from the roof. It

causes all of this. It also causes this in the bedroom.

We can't stay in leer as water is coming in now and it has severe

damp. It affects all of us. These bits here... All of this is wet. It

never used to be like. This they didn't come over to me like he was

a wicketed guy. I thought he was honest, the way that he speaks. I

thought he was honest. The company had struck twice it was

paramount for the Scam Busters to take action. Fortunately they were

about to make an important discovery. The phone number for

Jones and Sons appeared on an advertisement.

This number was used to advertise a Fontera 4x4 vehicle. We put a call

into the number saying we were interested in the vehicle. The

person selling it us gave us his address.

When the officers arrived at the address they found a van parked

outside. The same van that had taken blind pensioners John to the

bank. We were delighted with the van and

the address. Then we could liaise with the local police team who

provided us with the assistance that we needed to arrest that

person. The mystery rogue trader was

identified as Cornelius Jones He pleaded guilty to three offences.

In relation to his actions towards Mr Teas edale and Mrs Richards. He

was given a sentence of 14 months in prison.

During that time Mr Teasedail died and it is fair it say that the

other victim, was a lady, whose health has been affected by the

incident. Well, of course, this is wrong. You

don't do that to people. You don't do that to your greatest enemy.

Well with me now is Andrew Bertie, the head of the Scam Busters team

for Wales. This is a harrowing tale and clearly a worthwhile

investigation? Yes. It was it took us time to identify who the person

responsible was. Then we were able to identify the other individual

wearing the woollen hat. I suggest if anyone has ideas as to who that

is, to get in contact with us. We have seen the job that you do to

protect the public from rogue traders, what can we do to help

ensure we are dealing with traders that are trust worthy? Go to

friends and relatives who have had work done and are happy with it and

ask them. Go along with quotes, take at least three and take

advantage of the seven day cooling off period.

Is there is way of spotting a trader that is not trust worthy?

results from a cold call at the door. There is urgency for you to

make a decision. They normally want paying in cash. There is little

paperwork involved. These are the signs to watch out for. If you are

getting these and you are suspicious, contact the Citizens

Advice Bureau as soon as possible. Or, depending on the circumstances,

the local police. You can do that by looking on the

website : Thank you very much. It has been great to hear from you

this morning. More viewers have been in touch

about Wonga, all claiming that they are non-customers.

Lots of you e-mailing about your experiences on returning about

faulty goods. A few complaining that retailers have even tried to

charge you when the item is still under warranty. Lots of you upset

about the blind pensioner being conned, well done the Consumer Cops.

Tomorrow reare reading out all e- mails, texts and calls. Please keep

them coming. It is keeps us busy. Thank you very much, Rani.

And that's all we have time for this morning. Tomorrow: Flight

delays and cancellations - the new ruling that means you could be

entitled to compensation going back years. And Costa, Starbucks and

Cafe Nero: Coffee to go? Or drinking inside? You'll be