:00:13. > :00:19.British Gas, huge profits, Ikea tall stories, plus Innocent
:00:19. > :00:29.Smoothies, Twinings Tea and that Dukan diet, it's Watchdog, the
:00:29. > :00:44.
:00:44. > :00:49.Hello and good evening, welcome to this new series of Watchdog. We are
:00:49. > :00:52.live, as usual, from Television Centre. Tonight: Soaring gas and
:00:52. > :00:57.electricity bills, bad news for customers, billions of pounds in
:00:57. > :01:04.profit for the companies. How do they justify it? The head of Energy
:01:04. > :01:07.UK which represents them all here is here to answer. Also, the Dukan
:01:07. > :01:12.diet, it whipped Carole Middleton into shape but a few things you
:01:13. > :01:18.need to know if you want a body like hers. Plus, Ikea, cans willing
:01:19. > :01:22.orders, upsetting customers, telling porkies. And MSC, celebrity
:01:22. > :01:25.cruises, Cunard want you to tip staff before you even board your
:01:25. > :01:28.cruise. Here is a tip if you are planning
:01:28. > :01:32.to leave your car at the airport don't hand over the keys to this
:01:32. > :01:39.company. Or they may drive it over the speed
:01:39. > :01:42.limit, hello, 69 in a 40! Or have a chat at the wheel or even use it as
:01:42. > :01:46.a bedroom. No wonder some owners come home to find their cars in a
:01:46. > :01:49.worse state than they left them. Tonight we are going to bring those
:01:49. > :01:56.airport parking rogues down to earth but be warned it's going to
:01:56. > :02:00.be a bumpy landing. First, energy prices. Gas up by an average of 18%,
:02:00. > :02:04.electricity 11%. The typical household bill now �1,200 a year.
:02:04. > :02:14.Here is the puzzle. Wholesale costs, what the companies pay for their
:02:14. > :02:15.
:02:15. > :02:18.energy, dropped over the summer. The streug regular -- -- industry
:02:18. > :02:20.regulator is investigating whether the energy suppliers are giving
:02:20. > :02:25.customers a fair deal. Here is Chris.
:02:25. > :02:32.Feeling the heat over fuel bills? I certainly am. The price of
:02:32. > :02:36.cooking, washing, lighting and heating has hit an all-time high.
:02:36. > :02:41.Just as we are preparing for darker nights and colder weather. How
:02:41. > :02:45.about that for timing? And this, the energy companies
:02:45. > :02:51.announced their increases just as the price they pay for fuel was
:02:51. > :02:56.falling. In fact, one of them, Eon announced a 18% gas price rise for
:02:56. > :03:01.its five million customers on the same day that wholesale gas fell to
:03:01. > :03:05.its lowest price of the year. Like them all the other main
:03:05. > :03:10.suppliers buy their gas and electricity on the wholesale market,
:03:10. > :03:14.where prices this summer were the lowest they had been since November
:03:14. > :03:18.2010. Annoyed by that? Wait until you hear this. We have actually
:03:19. > :03:23.seen prices in 20 2011 at the wholesale level about a third of
:03:23. > :03:26.what they were at the peak in 2008. But yet we are paying historically
:03:26. > :03:30.high prices and it's no wonder that people are asking whether or not
:03:30. > :03:35.that's a fair price they're paying. Yes, you heard that right. Your
:03:35. > :03:40.bills may be at a record high, but your suppliers are paying 30% less
:03:40. > :03:46.for their energy than they were four years ago. Now that's a lot of
:03:46. > :03:49.figures. I have barely just started. So I have my mate here, Benjamin, a
:03:50. > :03:54.a street artist who is going to make lovely graphs and some experts
:03:54. > :03:59.there who are going to explain all. First, that comparison between what
:03:59. > :04:04.the energy companies pay, and what they charge. This graph on top
:04:04. > :04:09.relates to electricity. The one below gas. Both cover the period
:04:09. > :04:12.from January 2007 to the present day, wholesale prices in blue, the
:04:12. > :04:19.price you pay in red. OK, I have the two beautiful graphs
:04:19. > :04:22.here. Pretty much mirroring each other. I have noticed 2008-2009 a
:04:22. > :04:26.whopping increase in the costs of our energy. What happens after
:04:26. > :04:30.that? OK, what we are seeing here is the effects of the recession and
:04:30. > :04:33.the impact on wholesale price. The massive slowdown in the commodity
:04:33. > :04:37.prices, we have seen a period of volatility at a lower price from
:04:37. > :04:41.the peaks in 2008. Compare that with the red line, the consumer
:04:41. > :04:44.bill, you are seeing a period of relative stability over that period
:04:44. > :04:49.but you can see the discount is small compared to the movement in
:04:49. > :04:52.the wholesale price. What we have seen the last 12-18 months is an
:04:52. > :04:56.increase in consumer bills at a time when the wholesale price has
:04:56. > :05:00.moved lower. Critics liken these price movements to a rocket and a
:05:00. > :05:05.feather. When wholesale prices rise, household bills go up like a rocket.
:05:05. > :05:09.But when they fall, those same bills come down as slowly as a
:05:09. > :05:17.feather. Just look how the red line hardly moves, even when the blue
:05:17. > :05:20.line goes down. There are other reasons we are all
:05:20. > :05:23.paying more. Dwindling north sea reserves mean companies have to
:05:24. > :05:28.increase imports, distribution costs are rising, and the
:05:28. > :05:32.Government's ordered them to invest billions in green measures. But
:05:32. > :05:38.there's another factor, one the energy companies don't usually
:05:38. > :05:42.mention. We have a good old- fashioned bar chart here. Centrica,
:05:42. > :05:46.parent company of British Gas, their profits, how are they doing?
:05:46. > :05:50.There's a general upward trebd in - - trend in the company's
:05:50. > :05:54.profitability over the years. made �1.6 billion profit in the
:05:54. > :06:01.first half of 2010 and �1.3 billion in the first six months of this
:06:01. > :06:05.year. This one is almost as tall as you, this profit up here in June 10.
:06:05. > :06:09.When we say healthy profits we are talking thousands of millions of
:06:09. > :06:13.pounds, that's that's doing very well. What's important to note is
:06:13. > :06:16.that Centrica is not alone in terms of healthiness of its profits,
:06:16. > :06:24.similar performance has been seen by the other five of the big six
:06:24. > :06:28.suppliers. Yes, just six suppliers who between them dominate 99% of
:06:28. > :06:32.the market. No wonder, say critics, profits are so high.
:06:32. > :06:35.The companies themselves say there is healthy competition in the
:06:35. > :06:41.industry. Two years ago they they gave us almost 200 different
:06:41. > :06:45.tariffs to choose from. Now they're offering 400. If you want a better
:06:45. > :06:49.deal, they say, just shop around and switch. But are all these
:06:49. > :06:56.tariffs more likely to confuse rather than help us?
:06:56. > :07:02.Let's talk tariffs. This is a typical one offered by NPower. It's
:07:02. > :07:12.the 45 tariff, you get a gift voucher to spend. But what about
:07:12. > :07:20.
:07:20. > :07:24.Gas is charged at 9p for the first 4 572kilo watt hours. And 3p for
:07:24. > :07:29.additional units. It says its based on a quarterly variable direct
:07:29. > :07:39.debit and you also get an annual discount and energy bonus discount.
:07:39. > :07:42.
:07:42. > :07:49.It varies depending on whether you Yes, I am just as confused as you.
:07:49. > :07:55.But what about this lot? Is there anything on there you understand?
:07:55. > :07:59.Um... No! Not really. It's complicated, isn't it? Really
:07:59. > :08:04.complicated, yeah. For an older person for my mum definitely.
:08:05. > :08:07.say an older person, you don't even know what's going on! There can be
:08:07. > :08:14.no excuse to have hundreds of tariffs. It's the same gas and
:08:15. > :08:17.electricity, it does the same job. They want to mystify people. It's
:08:17. > :08:21.all mumbo-jumbo to me. If you manage to wade through all the
:08:21. > :08:25.tariffs on offer, you may wonder why you bothered. Yes, you can make
:08:25. > :08:29.a significant saving if you are changing a supplier for the first
:08:29. > :08:35.time. But what then? You know those hundreds of tariffs, the difference
:08:35. > :08:38.between the very best and the very worst is just �22 a year for dual
:08:38. > :08:43.fuel customers. There is competition but not so much in
:08:43. > :08:47.terms of price at present, it's based more on areas such as energy
:08:47. > :08:51.efficiency measures, for example. Offering certain types of metring
:08:51. > :08:56.or insulation. Most people will price competition. Indeed.
:08:56. > :09:01.they're not getting it? Not in the current structure, no. So a lot of
:09:01. > :09:05.figures and a lot of reasons to ask if the fuel bills you are getting
:09:05. > :09:08.are fair. The companies say they are. They also say there's no
:09:08. > :09:13.reason for the Competition Commission or the politicians to
:09:13. > :09:17.change things because the energy market is already competitive and
:09:17. > :09:25.working just fine. But wait until you see our last graph. This lot
:09:25. > :09:28.just have. Here is that graph. Each coloured
:09:28. > :09:32.line represents the prices kharblged by -- charged by the six
:09:32. > :09:36.different energy companies over the last three years. As you can see,
:09:36. > :09:42.they've been moving their prices up and very occasionally down, almost
:09:42. > :09:45.exactly in tandem. Remember, these are the same company who is say
:09:45. > :09:50.there's healthy competition in the industry. From this it looks like
:09:50. > :09:57.there's very little choice at all. OK, with me now Christine McGourty,
:09:57. > :10:01.director of Energy UK which represents the six big suppliers.
:10:01. > :10:05.You call that competition? Well, it's totally wrong to suggest
:10:05. > :10:08.there's no competition. These companies are fierce rivals. One
:10:08. > :10:12.key thing that was missed out of your programme is that the gas
:10:12. > :10:17.price in the wholesale market, where the companies have to go to
:10:17. > :10:19.buy the stuff they sell to us is up 40% this year and in the all
:10:19. > :10:23.companies have put prices up, they don't put them up by exactly the
:10:23. > :10:28.same amount at exactly the same time. The key thing is that they
:10:28. > :10:32.have to buy the stuff on the international market. I spoke to
:10:32. > :10:38.our analyst today, including one on the film and prices now peaked this
:10:38. > :10:44.week are at a three-year high. is a creepy coincidence? The prices
:10:44. > :10:49.are lower than they were in 2008. It's inexplicable to people paying
:10:49. > :10:53.for fuel why their prices are going up. You can understand that times
:10:53. > :10:57.are difficult for everyone. They might be struggling with a load of
:10:57. > :11:01.household bills and no one wants to see prices going up. In addition to
:11:01. > :11:05.the wholesale price, which makes up about half of your bill, there's a
:11:05. > :11:10.load of other costs. You referred to them in the film, green taxes,
:11:10. > :11:15.cost of the metre, the network. And all those are going up too. We have
:11:15. > :11:20.one of the most competitive markets in Europe, if not the world. We
:11:20. > :11:26.have the cheapest gas price... other thing that people don't
:11:26. > :11:33.understand, perhaps you can explain, the profit line doesn't seem to
:11:33. > :11:37.waver in the same way. �4 billion profit by RWE, British Gas will
:11:37. > :11:42.double profits probably from last year. It's interesting to see the
:11:42. > :11:45.ones you mentioned. There are other companies, it's a diverse market.
:11:45. > :11:50.Some years some do better than others. Some were making losses
:11:50. > :11:54.this year, them was talking about a possible redundancy programme of
:11:54. > :11:57.about 10,000 jobs going. So it's a very mixed picture and as you
:11:57. > :12:00.referred to, we are expecting these companies to come to Britain and
:12:00. > :12:04.make the investments in the power plants we need to keep the lights
:12:04. > :12:08.on for the future. I don't think it still explains why our prices, our
:12:08. > :12:12.fuel is going up, when fuel prices are coming down, doesn't make any
:12:13. > :12:16.sense. Every time you explain, the first thing you say is that
:12:16. > :12:20.wholesale prices have gone up. Wholesale prices have gone up
:12:20. > :12:22.dramatically. They're at a three- year high. It's not just those
:12:22. > :12:27.prices, it's all the other things in the bill. They're still only
:12:27. > :12:31.where they were in 2008. They're at a three-year high now. In 2008 was
:12:31. > :12:34.a crazy year, they all -- the oil price went through the roof. There
:12:34. > :12:38.was a peak for a small period of time. The thing viewers need to
:12:38. > :12:43.know is that they can make big savings by switching around. You
:12:43. > :12:49.mentioned there was only �20,... They can save �200 by shopping
:12:49. > :12:53.around. The tariffs, which you are referring to, can I take one at
:12:53. > :13:01.random. Dual fuel, customers will receive a discount of tier two
:13:01. > :13:05.consumption charges of 0.196kilowatt hour, prata across
:13:05. > :13:09.billing period. Consumption rates and night rates where applicable up
:13:09. > :13:12.to a maximum of �40 a year. Could you explain that? We have been
:13:12. > :13:16.talking to... Could you explain that? I can't deny that sounds
:13:16. > :13:22.confusing, no doubt about it. That's what what they all read like.
:13:22. > :13:27.How can we make savings when this may as well be in another language.
:13:27. > :13:31.There's lots of ways to switch and save money. The switching sites, as
:13:31. > :13:36.an example I went on one and in ten minutes, it might take ten minutes
:13:36. > :13:41.to locate the last bill and you - they help you make sense of it.
:13:41. > :13:44.Which, for example, have a good one. The detail, of course, can be
:13:44. > :13:48.confusing and the companies accept that. We have talked to people,
:13:48. > :13:53.they've told us they like the varied choice of tariffs there is
:13:53. > :13:58.out there. The language, you know, we are looking at that. I have to
:13:58. > :14:03.move you on. Can I talk about people trapped in what's called by
:14:03. > :14:09.the Government fuel poverty, which means that their income is so low
:14:09. > :14:15.that 10% of it goes on fuel, it's nearly one in five. What we are
:14:15. > :14:25.looking at is grannies shivering, unemployed not being able to afford
:14:25. > :14:30.prices, what are you going to do We have held a lot of people
:14:30. > :14:35.through this whole plan, we have spent 150 million, a lot of schemes
:14:35. > :14:38.to help them. I have to stop you there. Thank you.
:14:38. > :14:46.You can see the individual companies's responses are now
:14:46. > :14:56.website: to comment on this or any other stories, please send any e-
:14:56. > :15:05.
:15:05. > :15:10.Coming up, Ikea making false claims about watchdog. -- about Watchdog.
:15:10. > :15:16.And at the Dukan diet, a big help to Carole Middleton, a let-down to
:15:16. > :15:21.others. Back from your holidays? Leave your
:15:21. > :15:26.car at the airport? Maybe you used a valet, or a meat in a great
:15:26. > :15:32.company. Hopefully, not like the one we are featuring tonight. One
:15:32. > :15:42.that promises a professional service, and his promises are just
:15:42. > :15:58.
:15:58. > :16:01.Life, as I'm about to discover, is full of mysteries. What are we
:16:01. > :16:10.doing here? I decided it would be so. We are going to meet some
:16:10. > :16:15.unhappy customers, but we are going to do it my way. Hey? What you have
:16:15. > :16:25.been at mucking about, I have been busy. I am available for hire. This
:16:25. > :16:28.
:16:28. > :16:38.It turns out that all the time I have been working with him, he has
:16:38. > :16:47.
:16:47. > :16:53.been secretly studying for his And hiding the truth is also the
:16:54. > :16:57.subject of our story tonight. Set at the UK's biggest airport. On
:16:57. > :17:00.average, 180,000 passengers used Heathrow every day, many leading
:17:00. > :17:07.their cars in the hands of people they have never met. Total
:17:07. > :17:11.strangers. Until tonight, because we present SecurePark Heathrow
:17:11. > :17:16.Limited, not to beat confused with companies to have very similar
:17:16. > :17:20.names. Here are a few of their customers. Check out their
:17:20. > :17:26.expressions. They have some serious complaints. I got back to find
:17:26. > :17:32.paint on the car. It had been poured on the roof, it had rained
:17:32. > :17:37.on to the windscreen. This was a substantial amount? Yes. Not a
:17:37. > :17:42.holiday snaps he was expecting. But things get worse. When the guy
:17:42. > :17:47.handed back the keys, did he make any mention of this? No, he tried
:17:47. > :17:53.to scrape it off, he tried to do it with the khaki before giving it to
:17:53. > :18:00.me. So you have got to the paint, and scratches as well, on your car,
:18:00. > :18:04.which was supposed to have been parked securely? Yes. He called the
:18:04. > :18:09.boss, who had another surprise up his sleeve. He didn't introduce
:18:09. > :18:14.himself, walked up to the vehicle, spat on the windscreen, tried to
:18:14. > :18:18.wipe off the scratches. Nice. Here is the man himself, caught on
:18:18. > :18:24.camera. One of the bosses of SecurePark Heathrow Limited.
:18:24. > :18:29.said, I have cleaned it off with my spit. I said, no, you can see the
:18:29. > :18:35.scratches clearly, it has gone into the glass. At that point, he said I
:18:35. > :18:39.was being too fussy. Other fussy customers have found cracks India
:18:39. > :18:43.windscreens, and dents in the sides of their car. This family came home
:18:43. > :18:48.to find part of their car missing altogether. We were just leaving
:18:48. > :18:55.the airport, my husband said, this sounds really noisy. What did it
:18:55. > :19:00.sound like? Like a tank. Quite hard to miss. My forced first -- at
:19:00. > :19:05.first thought was, maybe the exhaust has gone. You get home and
:19:05. > :19:09.find a really big hole, where they should be a convertible stop the
:19:09. > :19:15.catalytic converter was missing? large section of the exhaust pipe
:19:15. > :19:19.as well. That is remarkable. would never think he would leave it
:19:19. > :19:23.in the car-park and someone has stolen the catalytic converter.
:19:23. > :19:26.wouldn't disagree! Mind you, at least the rest of the car was there.
:19:27. > :19:32.Another customer came back to find his vehicle had been stolen
:19:32. > :19:36.altogether. This family were initially quite pleased with
:19:36. > :19:44.SecurePark Heathrow Limited's service. We even gave them good
:19:44. > :19:49.feedback. 30 days later, we get tickets through the post, parking
:19:49. > :19:55.tickets, �120. Where had it been parked? It was the High Street in
:19:56. > :20:03.Slough. I love Slough Town Centre, but it is not secured. How did the
:20:03. > :20:06.company respond? Fate contacted one of the boss man. He said, send me
:20:06. > :20:11.all the documents we have got. We sent everything to him, and since
:20:11. > :20:15.then, we haven't had anything. are the guys involved in running
:20:15. > :20:21.the company. Dominic Almond and Matthew grunt. Neither has given a
:20:21. > :20:26.cities factory explanation to any of the customers we have spoken to.
:20:26. > :20:36.You see now why they look so stern! That sounds bad. Airport parking
:20:36. > :20:38.
:20:38. > :20:43.should be secured. That is real! It is definitely not business as usual,
:20:43. > :20:53.then. We have no house, no actor, we just need some cars, these will
:20:53. > :20:54.
:20:54. > :20:57.do. All of these, rigged with trackers and secret cameras. Out
:20:58. > :21:03.gorges team will hand them over to SecurePark Heathrow Limited, and we
:21:03. > :21:11.will see what happens to cars they are supposed to look after. Who are
:21:11. > :21:17.you? I and Tim, the expert. I have got the map. What do we do next?
:21:17. > :21:23.put our cards in. And then we see where they end up. Expert Pym, what
:21:23. > :21:26.should we expect? Are locked compound, security lighting and
:21:27. > :21:35.cameras, no unauthorised access. The car should be driven straight
:21:35. > :21:45.there and back. So what will happen to our cars? When we put them in.
:21:45. > :21:47.
:21:47. > :21:57.Come-on, obviously something bad. It certainly is. If Dan have any
:21:57. > :21:59.
:21:59. > :22:05.pilot's licence isn't enough to Speeding, mobiles at the wheel, and
:22:05. > :22:08.falling asleep on the job. All in your car! Our secret cameras are
:22:08. > :22:12.ready for play back a little bit later.
:22:12. > :22:17.Next, Ikea, the world's largest furniture retailer, with huge
:22:17. > :22:24.stores throughout the UK. In July it offered this made-to-order sofa
:22:24. > :22:28.online, normal price �1,800, reduced it to just �204. A quarter
:22:29. > :22:33.of the price. Not surprisingly, customers applied in droves. Ikea
:22:33. > :22:37.accepted their orders, debited money from their cards, and gave
:22:37. > :22:41.them delivery dates. Great, until they started contacting customers,
:22:41. > :22:46.telling them they wouldn't get any sofas after all, claiming the
:22:46. > :22:49.models were out of stock. Strange, seeing as they were supposedly made
:22:49. > :22:54.to order. Even more strange when some customers discovered Ikea were
:22:54. > :22:59.still selling them in stores in Europe. They contacted the camp ash
:22:59. > :23:03.macro company, demanding it honour their orders in the UK. Ikea
:23:03. > :23:09.refused, but promised refunds and give cards. It also sent e-mails to
:23:09. > :23:19.customers who have threatened to take their complaints to Watchdog.
:23:19. > :23:33.
:23:33. > :23:38.Did we agree to that? What do you think? Probably know. Correct. So
:23:38. > :23:42.why did I care say we had? company has given us an apology. It
:23:42. > :23:47.said these were unverified e-mails, in other words, not authorised from
:23:47. > :23:51.above. No confusion or offence was intended, and customer service
:23:51. > :23:55.training will be improved as a result. What about the so for
:23:55. > :23:59.deals? Are it is a genuine error meant a significant number of
:23:59. > :24:06.orders went through the system, well beyond the number of sofas it
:24:06. > :24:09.had available for sale. It accepts it has let customers down, giving a
:24:09. > :24:14.�50 gift cards for the inconvenience. Further gift cards
:24:14. > :24:19.equivalent to 30% of the value of their orders. It is also determined
:24:19. > :24:28.to deliver on its promises in the future. A lesson for any companies
:24:28. > :24:35.wanting to use the Watchdog name without approval, don't! Next, the
:24:35. > :24:42.Dukan, the diet of toys for pepper and Carole Middleton. Subscribing
:24:42. > :24:52.to the online personalised plant was a bit more costly than the book.
:24:52. > :24:52.
:24:52. > :24:59.So, three months, around �90. Worth Come on, who watched the royal
:24:59. > :25:03.wedding and didn't dream of having a figure like that? All that? And
:25:03. > :25:09.how many he did straight for the nearest bookstore to by the Diet
:25:09. > :25:15.Book of the year? The Dukan diet, developed by Dr Pierre Dukan, gives
:25:15. > :25:21.you 350 pages on the Virgin of high protein, low carbohydrate meals.
:25:21. > :25:26.Plenty of water and lots of bran. It sold more than 250,000 copies in
:25:26. > :25:33.Britain, leading to massive press coverage. But what if you like your
:25:33. > :25:37.diet advice to be more personal? You can always turn to the Dukan
:25:37. > :25:42.website, which promises unique and a truly personalised weight loss
:25:42. > :25:47.coaching. A personalised relationship. And they promise that
:25:47. > :25:52.Dr Pierre Dukan, that's him, personally monitor your progress
:25:52. > :25:59.throughout your tailor-made coaching experience. Nice to meet
:25:59. > :26:03.you. All this comes at a price, up to �1 a day, for as long as they
:26:03. > :26:08.estimate it will take to achieve your so-called true weight. And to
:26:08. > :26:14.keep that weight off. Bad value, according to some Watchdog viewers,
:26:14. > :26:18.who also found the personal touch lacking. I signed up for six months,
:26:18. > :26:24.for �107. I regretted it almost immediately. The instructions were
:26:24. > :26:28.not clear, I was hoping for the personalised insights and guidance.
:26:28. > :26:34.It wasn't a personalised to me at all. One of the questions was, how
:26:34. > :26:38.motivated did you feel? When I said I felt very motivated, it said, you
:26:38. > :26:42.are clearly very motivated. To go through a hole questionnaire like
:26:42. > :26:47.that and to get fed back to you what you fed them, seems a waste of
:26:47. > :26:52.money. After complaining, he received a refund. But he and
:26:52. > :27:02.fellow subscriber Karen also received some strain -- strange
:27:02. > :27:02.
:27:02. > :27:09.messages from Dr Pierre Dukan If the waste product stagnate, your
:27:09. > :27:13.engine will go out. Like a lot left in the embers. Perhaps the doctor's
:27:13. > :27:18.messages might be clearer if, before launching a website in the
:27:18. > :27:28.UK, David Payne -- paid more attention to the translation. It is
:27:28. > :27:38.
:27:38. > :27:43.not just the crammer, look at the But enough of that. Adding a new
:27:43. > :27:48.dimension to the programme. What about the one on one advice? The
:27:48. > :27:53.personal monitoring from Dr Pierre Dukan that customers are paying for.
:27:53. > :27:56.I don't find any evidence that he monitors my progress. When I e-
:27:56. > :28:00.mailed the support team to complain in general about the lack of
:28:00. > :28:04.monitoring, they said to me that Dr Pierre Dukan only provides advice
:28:04. > :28:11.in very specific cases, and this was just not to this factory to me.
:28:11. > :28:14.I'm not surprised. A programme that can cost more than �100, with a
:28:14. > :28:20.cross the border advice and bizarre musings, in poorly written English,
:28:20. > :28:25.it can't be like this for everyone, can it?
:28:25. > :28:29.Rebecca and four of our resort just signed up for the plan. The first
:28:29. > :28:35.four days of the plan is known as the attack face, no cops, only
:28:35. > :28:39.protein and some oat bran. -- no carbs.
:28:39. > :28:48.This is the questionnaire. 91 questions that will determine my
:28:48. > :28:53.personal plan. When did your weight start to become perturbed?
:28:53. > :29:00.Perturbs? Moving on. Your physical activity. What type of protocol do
:29:00. > :29:04.you associate spontaneously with yourself. I don't know, running? A
:29:04. > :29:11.bath? The website gives me my target weight. I now have to submit
:29:11. > :29:19.a report of my progress every evening. I must also follow their
:29:19. > :29:22.news. Tonight, smoked salmon and cream cheese parcels, and green tea
:29:22. > :29:28.and Ormond to finish. That took more time than I would normally
:29:28. > :29:32.have. I don't think I would be able to do that twice a day. Looking at
:29:32. > :29:38.the menus for lunch and dinner, I think it is to be pointing. They
:29:38. > :29:42.are very expensive. Not only that, but a lot of them were not
:29:42. > :29:46.anglicised, so very popular in French cuisine, but not for the
:29:46. > :29:55.English palate. Although you do have the option of excluding
:29:55. > :29:59.What sort of thing did my daily e- mail advise? Remember I am still in
:29:59. > :30:03.the attack phase when I supposedly can't eat vegetables. You eat in
:30:03. > :30:09.front of the television too often. Eat before you settle down to watch
:30:09. > :30:13.TV, and start off with impact foods, such as vegetables, salad, or soup.
:30:13. > :30:17.Why are you saying start with vegetables when you know I can't
:30:17. > :30:25.eat vegetables for four days and it's killing me!
:30:25. > :30:29.In the midst of this I began to experience one of the diet's well
:30:30. > :30:34.known side-effects, constipation and as it was the weekend being
:30:34. > :30:40.good was getting tougher. It's day five, it's a Saturday and Saturdays
:30:40. > :30:43.are when I usually eat lots of crisps and drink wine. I wanted to
:30:43. > :30:47.e-mail my coach to get support through this time. This is very
:30:47. > :30:50.strange, there usually a button where you can submit a question and
:30:50. > :30:54.that button has disappeared and there's a message saying that
:30:54. > :31:01.customer services are only there from Monday to Friday and not at
:31:01. > :31:05.the weekend. Oh, Dr Dukan, just when I needed you most you deserted
:31:05. > :31:09.me. So, no answers to questions. But there are still the daily e-
:31:09. > :31:16.mails. Trouble was, they often offered baffling and very general
:31:16. > :31:23.instructions. Move forward in single file. So you don't wake up
:31:23. > :31:27.the wild beasts around you which you and I know just give bad advice.
:31:27. > :31:32.And whenned instructions -- when the instructions were personal,
:31:32. > :31:37.they were very personal. Make love more often. Or go and have a
:31:37. > :31:40.massage. My Watchdog colleagues were also receiving similar
:31:40. > :31:45.messages and while the instructions were supposed to be personal, three
:31:45. > :31:49.of them received exactly the same one.
:31:49. > :31:54.More seriously the website didn't seem to be taking notice of all our
:31:54. > :31:58.team's daily progress reports. It congratulated one researcher for
:31:58. > :32:03.handling the attack phase with real gusto and recommended she move on
:32:03. > :32:09.to the next phase of the diet. Great, except that she hadn't
:32:09. > :32:12.reported any weight loss or even submitted a daily report. I think
:32:12. > :32:15.it's incredibly worrying if someone is advanced on a diet without
:32:15. > :32:19.having that feed back and communication because you don't
:32:19. > :32:23.know whether the individual is going off message or not and that's
:32:23. > :32:26.a potential health risk. And as for Dr Dukan's claim to be present on
:32:26. > :32:31.the site for one hour per day including weekends to answer
:32:31. > :32:36.questions, well, he wasn't. For the past month it's actually been his
:32:36. > :32:40.assistants, Sonia, Kathy, and Marie. It seems like you are paying a lot
:32:40. > :32:44.of money for a comment that's not always personalised or relevant to
:32:44. > :32:48.your particular circumstances. The information available online was an
:32:48. > :32:51.confusing. The exercises appear good but you can get them for free
:32:52. > :32:54.elsewhere on the web. Overall I would say it's a careless and
:32:54. > :32:59.confusing website and doesn't seem to deliver on the promises that it
:32:59. > :33:04.claims. The good news, I stuck to the diet
:33:04. > :33:08.and exercise plan and lost 4lbs in 14 days. The bad, it cost me �100
:33:08. > :33:12.upfront whether I stuck to the diet or not. Really I could have lost
:33:12. > :33:18.just as much weight and saved a lot more time simply by reading the
:33:18. > :33:24.book. You look fabulous in a wig. Thank
:33:24. > :33:28.you, my favourite was the red one. Be careful, he has announced his
:33:28. > :33:32.engagement, he is getting married and that's devastated millions of
:33:32. > :33:39.female viewers. You can be my bit on the side. I am devastated as
:33:39. > :33:43.well. OK. This is from Dr Pierre Dukan himself. He is upset to hear
:33:43. > :33:47.some dieters using his online coaching service in the UK are
:33:47. > :33:51.unhappy and humbly apologises and gress the service can be further
:33:51. > :33:58.improved and it will be, he is concerned that people who may need
:33:58. > :34:01.to lose weight may now be discouraged from using his methods
:34:01. > :34:06.because a survey has shown that the vast majority of users have a
:34:06. > :34:09.positive experience and reach their true weight. What about the
:34:09. > :34:11.personalised service people are paying for? He says this relies on
:34:11. > :34:14.what he calls artificial intelligence but does take into
:34:14. > :34:17.account the detailed profile of each customer and their reports,
:34:17. > :34:21.plus all questions are answered individually by his team. Unless
:34:21. > :34:25.you ask one at the weekend when they've gone home? Yes, there's
:34:25. > :34:29.been no answer to that but he does say if customers are unhappy they
:34:29. > :34:34.have the right to cancel within seven days and those who have had
:34:34. > :34:40.specific problems have been refunded. Coming up: The cruise
:34:40. > :34:44.companies that want passengers to tip staff before they go on board.
:34:44. > :34:49.Back to SecurePark Heathrow Limited now, a valet company that promises
:34:49. > :34:53.to look after your car when you fly from the UK's largest airport. We
:34:53. > :34:58.heard from customers who found cars damaged and parts or even entire
:34:58. > :35:04.vehicles missing. What will happen? -- what will happen when we leave
:35:04. > :35:07.our own cars there? A Toyota A Mercedes and an Audi
:35:07. > :35:11.will hopefully answer that. Over the past month our team have been
:35:11. > :35:15.handing over these cars to SecurePark Heathrow Limited, all of
:35:15. > :35:24.them rigged with with secret cameras. Wherever the cars go, we
:35:24. > :35:33.go too. What do we discover? Welcome to the state of the art
:35:33. > :35:40.Rogue Traders Central command. Yes, it's an plane hangar.
:35:40. > :35:46.Plane one is on the move. It's going down Sipson way. Where are we,
:35:46. > :35:50.he has left the vehicle? It's a recreational ground? Yeah. Not a
:35:50. > :35:54.private car park, public land owned by the council which they don't
:35:54. > :36:00.even have permission to use. Tim, would you class that as secure?
:36:00. > :36:05.Parking in a council owned car park is asking for trouble. It's full
:36:05. > :36:09.access to the public. It's not secure, not fair. The car was there
:36:09. > :36:13.for almost an hour before being moved on to a compound. Next, we
:36:13. > :36:17.tracked the Mercedes. The real one, that is. They're supposed to drive
:36:17. > :36:25.it to the secure car park and leave it there until we get back. But
:36:25. > :36:29.hold on, what's this? Use the Mercedes Monday morning?
:36:29. > :36:32.Use our car for their business? That's what it seems like. The
:36:32. > :36:36.Mercedes then joined the Toyota in a compound off a main road where
:36:36. > :36:40.they were both left for several days. A compound so secure that its
:36:40. > :36:46.gates were left wide open during the day. The night before the cars
:36:46. > :36:53.are due to be returned to us they're moved again.
:36:53. > :36:56.Dan, reposition the Mercedes to Maple Avenue, please. What is
:36:56. > :37:00.there? A normal residential street. Parking in residential streets is
:37:00. > :37:03.not secure. Cars do get damaged, they get scratched and broken into
:37:03. > :37:07.and stuff pinched out of them. anything could happen to it.
:37:07. > :37:14.are right, Dan. The Mercedes was left in the street, while the
:37:14. > :37:17.Toyota was driven to the council car park. Both unattended all night.
:37:17. > :37:23.The next morning, almost three hours before our Mercedes was due
:37:23. > :37:31.to be returned to us, it seems to have become a taxi for staff. So
:37:31. > :37:35.that's what was meant by this: They're taking the Mercedes and
:37:35. > :37:40.ferrying their drivers to and from Heathrow. This is en route to
:37:40. > :37:43.Heathrow. This is ridiculous, you paid this company to look after
:37:43. > :37:47.your car, you don't expect it to be used as a taxi. That's nothing.
:37:47. > :37:55.Look at this. They're supposed to be looking after your car but check
:37:55. > :38:01.out his right foot. Bad words. And aggressive driving. But not as bad
:38:01. > :38:05.as speeding. We are tracking that, too. Look, check the needle. Hello,
:38:05. > :38:09.69 in a 40! Speeding is completely unacceptable, apart from anything
:38:09. > :38:14.else a customer could get a ticket in a few weeks. Then driving while
:38:14. > :38:21.you are on the phone or phoning while you are on the drive. And not
:38:21. > :38:31.just once. Isn't that illegal. is three penalty points.
:38:31. > :38:40.
:38:40. > :38:45.Right, is there anything else they can do in our cars? Oh, hello! It's
:38:45. > :38:51.sleepy buy bye-byes. If you are going to have a kip, you might as
:38:51. > :39:01.well in a Mercedes. Finally, on their last run to the
:39:01. > :39:07.
:39:07. > :39:11.airport we hear staff discussing This is lots of cars, they're being
:39:11. > :39:21.trusted to keep secure and safe and they're parked on the front drives.
:39:21. > :39:26.
:39:26. > :39:36.Yeah, that's customers' cars as What about our last car, the Audi
:39:36. > :39:41.
:39:41. > :39:46.I feel like I have had someone's finger in my eye. We have been
:39:46. > :39:51.busted. Yeah. Hi. Or maybe we haven't after all, because the next
:39:51. > :39:56.day our tracker inside the Audi records one of the drivers doing
:39:56. > :40:02.100mph in a 50 zone. Twice the speed limit, and an instant driving
:40:02. > :40:06.ban. OK, enough is enough. We are back on the road, usually transport
:40:06. > :40:10.this time. So we can find somewhere quiet to do what we call a piece to
:40:10. > :40:14.camera. They're driving each other around, speeding, parking
:40:14. > :40:19.insecurely and could be doing that in anyone's car. What are we going
:40:19. > :40:24.to do? Find the bosses and put together intelligent and relevant
:40:24. > :40:31.questions to ask them. OK, how are we going to find them? Well, we are
:40:31. > :40:34.going to wait here. Just wait? All right. Just over here, actually.
:40:35. > :40:38.It's nice. There's a rabbit there, look.
:40:38. > :40:43.Well, we had to wait a while as it happened, because it turned out
:40:43. > :40:49.that the company boss doesn't actually have an office at Heathrow.
:40:49. > :40:52.He runs this pub, ten miles away. I am going to track him down there in
:40:52. > :40:56.about ten minutes. I hope I don't get barred.
:40:56. > :40:59.Now, just going back to our earlier story about soaring gas and
:40:59. > :41:04.electricity prices. There is a free-phone number to call if you
:41:04. > :41:08.are you are struggling with bills and want advice. It's the Home Heat
:41:08. > :41:13.Helpline run by the energy companies themselves. The number is
:41:13. > :41:16.on the screen now. We have a few texts and e-mails to
:41:16. > :41:19.go through, mainly on that subject. A couple of tweets about the
:41:19. > :41:23.confusing tariffs they offer. One says they might as well be in
:41:23. > :41:28.another language. This viewer says it took her three weeks to
:41:28. > :41:35.calculate the best one. And a few others saying they simply gave up.
:41:35. > :41:40.So, lots more e-mails, keep them coming in. You know the addresses.
:41:40. > :41:44.Thank you. Now a new series, old face, much older than mine, Rik
:41:44. > :41:51.Wakeman is back. His subject tonight is tipping, no wonder he
:41:51. > :41:56.looks grumpy. Tip, a bonus given in addition to
:41:56. > :42:03.required payment. A gratuity or gift. A voluntary donation. Trouble
:42:03. > :42:07.is, the whole thing is a minefield, who expects to be tipped? Do they
:42:07. > :42:11.keep the money? The big question, how much do you give them? I look
:42:12. > :42:15.somewhere in the area of ten to 15%, if it hasn't gone well, then
:42:15. > :42:18.certainly I am fully prepared to walk out without tipping. I don't
:42:19. > :42:23.mind tipping, I would tip on most occasions. It's not as prevalent
:42:23. > :42:28.here as the States. I like to feel free to offer a tip or
:42:28. > :42:33.acknowledgement if I want to. Whatever the sum, most people agree
:42:33. > :42:40.that tipping should be a matter of choice. Mind you, if you visit a
:42:40. > :42:46.restaurant in a large group it may be that you will have no choice.
:42:46. > :42:50.Hey, you lot check out this bill! Many restaurants will charge a
:42:50. > :42:54.service charge for a larger party, perhaps 6-8 people or more. A
:42:54. > :42:57.typical service charge will be between 10-15%. A lot of customers
:42:57. > :43:00.believe if they're unhappy with the food or the service they can have
:43:00. > :43:04.the service charge removed from the bill. However, if the service
:43:04. > :43:08.charge is a mandatory service charge, and it's labelled as such
:43:08. > :43:14.on the menu, this forms part of the contract between the customer and
:43:14. > :43:18.the restaurant. And the customer will be liable to pay the amount.
:43:18. > :43:23.think I will eat alone in future then. If I went to Strada they add
:43:23. > :43:27.a 10% charge, whatever the size of the party. At least it's
:43:27. > :43:31.discretionary, so you can get it removed if you can take the
:43:31. > :43:36.embarrassment of asking, that is. Until 2009 restaurant companies
:43:36. > :43:42.were able to pocket service charges and tips, then use the money to top
:43:42. > :43:47.up the pay of their staff. Some of whom were on less than the national
:43:47. > :43:51.minimum wage. And a new law was supposed to change all that. You
:43:51. > :43:55.might be surprised to learn that the tip you leave still doesn't
:43:55. > :44:02.necessarily go to the staff, not all of it anyway. If you are paying
:44:02. > :44:07.by card, many restaurants will take a slice as a so-called admin fee.
:44:07. > :44:17.Of the ten biggest restaurants changes in the -- chains in the UK,
:44:17. > :44:20.
:44:20. > :44:26.Do you know, there are some days are when I never seem to have my
:44:26. > :44:34.hand out of my pocket?! Things could be worse, though. Could be
:44:34. > :44:38.going on one of those. Yes, cruise ships. Passengers have always been
:44:38. > :44:45.expected to leave hefty tips to the lowly paid Crewe. Now they are
:44:45. > :44:53.being told how much did hip, before the ship has even set sail. We had
:44:53. > :44:58.booked hour cruise with MSC Cruises, and in the small print, it said,
:44:58. > :45:03.there will be a service charge, at $12 person, per day. We thought
:45:03. > :45:10.that was our greatest. I went on a cruise with the Royal Caribbean,
:45:10. > :45:14.and because we chose the taxable dining option, we have to pay �65
:45:14. > :45:18.gratuity for my daughter. I don't believe any of us should be paying
:45:18. > :45:24.gratuities up front, let alone an eight-month-old baby, who received
:45:24. > :45:29.nothing for her money! We went on the Princess Cruises's website. We
:45:30. > :45:36.looked at their policy on Rasheed - - committees, which dated each
:45:36. > :45:40.person would be charged $11.50, we felt this was excessive. I pick the
:45:40. > :45:47.principle of being told what you should pay for a service prior to
:45:47. > :45:52.you're getting it is totally wrong. Marie and Ken got some of their
:45:52. > :45:57.money back, but of the 10 biggest cruise companies operating out of
:45:57. > :46:07.UK ports, eight now add an auto gratuity to all passengers on all
:46:07. > :46:08.
:46:08. > :46:13.accounts. Prices range from a �4 per day to �9.20 per day.
:46:13. > :46:17.concept of adding pips to your on- board account automatically
:46:17. > :46:23.originated in America, where, of course, pipping his part of the
:46:23. > :46:27.culture. But it is not here in Britain, or in Australia. And after
:46:27. > :46:32.P&O Australia introduced the system, there was such an outcry, they had
:46:32. > :46:39.to scrap it. Not much chance of other companies follow suit here.
:46:39. > :46:44.In fact Fred Olsen have introduced or to gratuities on all of their
:46:44. > :46:52.gratuities, while Royal Caribbean have just increased their daily
:46:52. > :46:56.recommended Peps from �6 a 5p to �7.23. I am sure most passengers
:46:56. > :47:06.don't begrudge paying pips for good service, but are some of these
:47:06. > :47:08.
:47:08. > :47:15.customers not going overboard? Are you a good paper? 10%. I am a
:47:15. > :47:21.great depart, I was once a waitress. I would give you 20%. A few
:47:21. > :47:24.responses to that. Royal Caribbean say 60% of UK guests are happy to
:47:24. > :47:30.pre-pay the gratuity. They add that their policy allows all crew
:47:30. > :47:34.members to benefit. MSC Cruises and Princess Cruises say that so-called
:47:34. > :47:38.Order gratuities are the fairest way for all crew members to benefit
:47:38. > :47:44.and customers can amend the amounts on board. Based a customers can see
:47:44. > :47:51.all details on their website and brochures before booking. All
:47:51. > :47:56.passengers treated her dead charges reduced. His -- here are a few more
:47:56. > :48:00.stories. Enjoy a cup as soup? You may have
:48:00. > :48:05.to go on a four-day week. Batchelors have cut the number of
:48:05. > :48:09.sachets in each box to four, to bring them into line with rivals,
:48:09. > :48:14.apparently. The price you pay it in the shops hasn't gone down, though.
:48:14. > :48:16.It comes after Dairy Crest admitted reducing the size of their
:48:16. > :48:26.cathedral to teach at a packed but keeping the blocks the same length,
:48:26. > :48:31.but making them narrower. But after Innocent withdrew their one Lisa --
:48:31. > :48:35.one-litre cartons. They say they did set the price in the shops, but
:48:35. > :48:40.that hasn't impressed customers on their website, whose verdict can
:48:40. > :48:47.beats -- summed up in one word - guilty.
:48:47. > :48:51.Kronenbourg 1664. Yes, a beer from the medieval city of Strasbourg,
:48:51. > :48:56.eastern France, where according to the makers Heineken, the pace of
:48:56. > :49:00.life is a hurried and the locals enjoy a relaxed two-hour lunch
:49:00. > :49:05.break. This would be welcome in Manchester, where the Beero is
:49:05. > :49:10.actually brewed. Heineken have defended the advert, saying the
:49:10. > :49:17.beer has French heritage and is made Yuri -- re-using hops from the
:49:17. > :49:21.Alsace region. But the ban has been -- advert has been banned, because
:49:21. > :49:26.there is no French connection with Manchester.
:49:26. > :49:33.Poynings, the company that launched at Earl Grey after 180 years, has
:49:33. > :49:37.tampered with the recipe. The new flavour include citrus and extra
:49:37. > :49:42.bergamot, and has outraged customers. Twinings insist the
:49:43. > :49:49.latest a blend was the result of rigorous testing and customer
:49:49. > :49:59.feedback. They have clearly not launched a peak -- sought the
:49:59. > :49:59.
:49:59. > :50:04.Last call for boarding at Heathrow. SecurePark Heathrow Limited, to be
:50:04. > :50:09.exact. We need to clear up a few things before our departure. Why
:50:09. > :50:14.did this valet company drive one of our cars, at 100 miles per hour, in
:50:14. > :50:20.a 50 his own? Why did one of their staff fall asleep in another? Why
:50:20. > :50:26.were all three vehicles left unsecured? So many questions. All
:50:26. > :50:31.of which need answers, and quick. I used my accelerating pointy fingers.
:50:31. > :50:36.And look, he has got one too. Dominic Almond, the man his back on
:50:36. > :50:42.a customer's car to get rid of paint from the windscreen. -- the
:50:43. > :50:48.man who spat. How did that paint get on the car? Maybe it was an
:50:48. > :50:53.accident. And the stolen catalytic converter? They don't sound like
:50:53. > :50:58.accidents. Then there is Matthew grant. Both men seen to be calling
:50:58. > :51:02.the shots. We know that Dominic is still involved in the company,
:51:02. > :51:12.because when they delivered hour how deep, they were quick to blame
:51:12. > :51:20.
:51:20. > :51:24.It seems that Dominic is in the wrong business, because Secure
:51:24. > :51:28.Parking is definitely not their strong point. We checked out what
:51:28. > :51:32.appears to be their main, secure compound. It was locked at night,
:51:32. > :51:38.but when we visited in the day, the gates were wide open and there was
:51:38. > :51:44.a sign of CCTV. You could drive straight in and touch the cars, we
:51:44. > :51:48.even found customer flight details, in car windscreens. When we got 10
:51:48. > :51:53.-- contacted the council, they told us the landowner does not have
:51:53. > :51:58.permission to park the car here. Question time is approaching.
:51:58. > :52:01.Heathrow Airport, isn't it lovely? What a beautiful day for it. We are
:52:01. > :52:06.hoping to meet up with the bosses of SecurePark Heathrow Limited, and
:52:06. > :52:15.to ask them why, when you go on holiday, your car could end up
:52:15. > :52:20.having a holiday of its own? Like this. Just in a car-park in the
:52:20. > :52:25.recreation ground. All this place, with the gate wide open to stop
:52:25. > :52:32.these are all valid questions, we feel. Tracking down the bosses
:52:32. > :52:41.isn't easy. But we did some digging, and found that Dominic Almond also
:52:41. > :52:46.runs at this place, a pub in Old Windsor. Anyone fancy a pint? Hello,
:52:46. > :52:52.Dominic. How are you doing? We want to talk about SecurePark Heathrow
:52:52. > :52:58.Limited. Interesting term, it would suggest, that the parking is
:52:58. > :53:02.secured, rather than left at any location that we have found here.
:53:02. > :53:08.This, for instance, gates wide open, not secured. Easy access to the
:53:08. > :53:13.public. This is outside one of your driver's houses. I don't run that
:53:13. > :53:18.side of the company any more. what is your role? We understand
:53:18. > :53:24.you're the boss, director, in charge? You are the face that get
:53:24. > :53:28.to put up as soon as there is a problem. I will look into the
:53:28. > :53:31.problems. There is a piece of paper that will detail all of them. But
:53:31. > :53:36.they are the same problems customs have been talking to you about for
:53:36. > :53:40.months, and when they come to you, they don't get an answer. We're not
:53:40. > :53:45.talking about the little things, dense and scratches, we're talking
:53:45. > :53:50.about whole vehicles being stolen. We're talking about parts. Can I
:53:50. > :53:57.look into this and get back to you? Do you not think it would be nice
:53:57. > :54:00.to look into it on the customer's behalf when the problem arises? We
:54:00. > :54:07.can understand why there are problems with these cars when you
:54:07. > :54:17.see the locations. I am not at the company recently. We know that is
:54:17. > :54:18.
:54:18. > :54:21.not true, we know you have been It is your company, and you have to
:54:21. > :54:26.take responsibility for it at the end of the day. Are you telling us
:54:26. > :54:33.you have sold the company? I don't run the company, I am nothing to do
:54:33. > :54:36.with that side of think so. We know that is not true. Can I get back to
:54:36. > :54:39.you, I would like to get back to you and give you some proper
:54:39. > :54:44.answers. When customers try and get in touch with you, you have given
:54:44. > :54:49.them an address where they can't contact you. Can I look into this
:54:50. > :54:54.and get back to you, I would rather do it properly? That would be
:54:54. > :55:00.fascinating. I would like to do that. When you talk to your drivers,
:55:00. > :55:05.can you make sure they're not driving at the time. I am not there
:55:05. > :55:09.at the time, and Mike? We have seen your drivers on the phone, driving
:55:09. > :55:14.without seat belts, just so you know, when you speak to them, up to
:55:14. > :55:21.twice the legal limit, as well. can't comment on that, because of
:55:21. > :55:31.the stick, I am not there. -- because obviously, I am not there.
:55:31. > :55:38.
:55:38. > :55:42.Thank you very much. See you again, We have since tried, repeatedly, to
:55:42. > :55:45.get that proper, formal response that Dominic Almond promised. But
:55:45. > :55:51.we are still waiting. He said he wanted to go through the proper
:55:51. > :55:55.channels. We are the proper channels. You are watching BBC One.
:55:55. > :55:59.We have managed to speak to Hillingdon council, it says it is
:55:59. > :56:03.investigating the use of its land for commercial purposes. And
:56:03. > :56:06.intends to take action against any company found to be doing so
:56:06. > :56:12.without permission. Not sure we will be able to avoid their
:56:12. > :56:19.questions, Dominic. Meanwhile, take a bow. You become the first face on
:56:19. > :56:25.our new rogues gallery. If you if you have been sending in
:56:25. > :56:29.texts and e-mails. Loads contacting us about energy bills, especially
:56:29. > :56:33.some wholesale costs, lower than they were three years ago. They
:56:33. > :56:38.want to know why, and also, we have got loads of you are unhappy about
:56:38. > :56:44.Chris companies wanting to paid Peps before you board. -- cruise
:56:44. > :56:49.companies. Amanda says she booked a cruise for 20 Clough, but wasn't
:56:49. > :56:56.allowed to book the flexible dining option unless the gratuities were
:56:56. > :57:00.paid up front. If you tea drinkers, some say they like the new Earl
:57:00. > :57:06.Grey blend, but many saying the old recipe was a fine, why bother
:57:06. > :57:11.changing it? This e-mail, Miles went to New York, leaving his
:57:11. > :57:15.Porsche with SecurePark Heathrow Limited, guess what, stolen. The
:57:15. > :57:24.police managed to track down, when he got it back, his iPod had been
:57:24. > :57:34.taken. How about that part as a venue for your wedding? -- that the
:57:34. > :57:44.pup?. Keep sending us your stories. Just to visit our website. When you
:57:44. > :57:55.