Episode 1 Watchdog


Episode 1

Anne Robinson and the team take a look at soaring household energy bills, the Dukan diet, compulsory tipping on cruise ships, and a rogue airport car parking company.


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Transcript


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British Gas, huge profits, Ikea tall stories, plus Innocent

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Smoothies, Twinings Tea and that Dukan diet, it's Watchdog, the

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:00:29.:00:44.

Hello and good evening, welcome to this new series of Watchdog. We are

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live, as usual, from Television Centre. Tonight: Soaring gas and

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electricity bills, bad news for customers, billions of pounds in

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profit for the companies. How do they justify it? The head of Energy

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UK which represents them all here is here to answer. Also, the Dukan

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diet, it whipped Carole Middleton into shape but a few things you

:01:07.:01:12.

need to know if you want a body like hers. Plus, Ikea, cans willing

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orders, upsetting customers, telling porkies. And MSC, celebrity

:01:19.:01:22.

cruises, Cunard want you to tip staff before you even board your

:01:22.:01:25.

cruise. Here is a tip if you are planning

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to leave your car at the airport don't hand over the keys to this

:01:28.:01:32.

company. Or they may drive it over the speed

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limit, hello, 69 in a 40! Or have a chat at the wheel or even use it as

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a bedroom. No wonder some owners come home to find their cars in a

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worse state than they left them. Tonight we are going to bring those

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airport parking rogues down to earth but be warned it's going to

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be a bumpy landing. First, energy prices. Gas up by an average of 18%,

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electricity 11%. The typical household bill now �1,200 a year.

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Here is the puzzle. Wholesale costs, what the companies pay for their

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energy, dropped over the summer. The streug regular -- -- industry

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regulator is investigating whether the energy suppliers are giving

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customers a fair deal. Here is Chris.

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Feeling the heat over fuel bills? I certainly am. The price of

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cooking, washing, lighting and heating has hit an all-time high.

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Just as we are preparing for darker nights and colder weather. How

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about that for timing? And this, the energy companies

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announced their increases just as the price they pay for fuel was

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falling. In fact, one of them, Eon announced a 18% gas price rise for

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its five million customers on the same day that wholesale gas fell to

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its lowest price of the year. Like them all the other main

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suppliers buy their gas and electricity on the wholesale market,

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where prices this summer were the lowest they had been since November

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2010. Annoyed by that? Wait until you hear this. We have actually

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seen prices in 20 2011 at the wholesale level about a third of

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what they were at the peak in 2008. But yet we are paying historically

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high prices and it's no wonder that people are asking whether or not

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that's a fair price they're paying. Yes, you heard that right. Your

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bills may be at a record high, but your suppliers are paying 30% less

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for their energy than they were four years ago. Now that's a lot of

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figures. I have barely just started. So I have my mate here, Benjamin, a

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a street artist who is going to make lovely graphs and some experts

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there who are going to explain all. First, that comparison between what

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the energy companies pay, and what they charge. This graph on top

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relates to electricity. The one below gas. Both cover the period

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from January 2007 to the present day, wholesale prices in blue, the

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price you pay in red. OK, I have the two beautiful graphs

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here. Pretty much mirroring each other. I have noticed 2008-2009 a

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whopping increase in the costs of our energy. What happens after

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that? OK, what we are seeing here is the effects of the recession and

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the impact on wholesale price. The massive slowdown in the commodity

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prices, we have seen a period of volatility at a lower price from

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the peaks in 2008. Compare that with the red line, the consumer

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bill, you are seeing a period of relative stability over that period

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but you can see the discount is small compared to the movement in

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the wholesale price. What we have seen the last 12-18 months is an

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increase in consumer bills at a time when the wholesale price has

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moved lower. Critics liken these price movements to a rocket and a

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feather. When wholesale prices rise, household bills go up like a rocket.

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But when they fall, those same bills come down as slowly as a

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feather. Just look how the red line hardly moves, even when the blue

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line goes down. There are other reasons we are all

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paying more. Dwindling north sea reserves mean companies have to

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increase imports, distribution costs are rising, and the

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Government's ordered them to invest billions in green measures. But

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there's another factor, one the energy companies don't usually

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mention. We have a good old- fashioned bar chart here. Centrica,

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parent company of British Gas, their profits, how are they doing?

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There's a general upward trebd in - - trend in the company's

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profitability over the years. made �1.6 billion profit in the

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first half of 2010 and �1.3 billion in the first six months of this

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year. This one is almost as tall as you, this profit up here in June 10.

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When we say healthy profits we are talking thousands of millions of

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pounds, that's that's doing very well. What's important to note is

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that Centrica is not alone in terms of healthiness of its profits,

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similar performance has been seen by the other five of the big six

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suppliers. Yes, just six suppliers who between them dominate 99% of

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the market. No wonder, say critics, profits are so high.

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The companies themselves say there is healthy competition in the

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industry. Two years ago they they gave us almost 200 different

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tariffs to choose from. Now they're offering 400. If you want a better

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deal, they say, just shop around and switch. But are all these

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tariffs more likely to confuse rather than help us?

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Let's talk tariffs. This is a typical one offered by NPower. It's

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the 45 tariff, you get a gift voucher to spend. But what about

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Gas is charged at 9p for the first 4 572kilo watt hours. And 3p for

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additional units. It says its based on a quarterly variable direct

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debit and you also get an annual discount and energy bonus discount.

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It varies depending on whether you Yes, I am just as confused as you.

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But what about this lot? Is there anything on there you understand?

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Um... No! Not really. It's complicated, isn't it? Really

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complicated, yeah. For an older person for my mum definitely.

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say an older person, you don't even know what's going on! There can be

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no excuse to have hundreds of tariffs. It's the same gas and

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electricity, it does the same job. They want to mystify people. It's

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all mumbo-jumbo to me. If you manage to wade through all the

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tariffs on offer, you may wonder why you bothered. Yes, you can make

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a significant saving if you are changing a supplier for the first

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time. But what then? You know those hundreds of tariffs, the difference

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between the very best and the very worst is just �22 a year for dual

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fuel customers. There is competition but not so much in

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terms of price at present, it's based more on areas such as energy

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efficiency measures, for example. Offering certain types of metring

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or insulation. Most people will price competition. Indeed.

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they're not getting it? Not in the current structure, no. So a lot of

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figures and a lot of reasons to ask if the fuel bills you are getting

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are fair. The companies say they are. They also say there's no

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reason for the Competition Commission or the politicians to

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change things because the energy market is already competitive and

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working just fine. But wait until you see our last graph. This lot

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just have. Here is that graph. Each coloured

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line represents the prices kharblged by -- charged by the six

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different energy companies over the last three years. As you can see,

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they've been moving their prices up and very occasionally down, almost

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exactly in tandem. Remember, these are the same company who is say

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there's healthy competition in the industry. From this it looks like

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there's very little choice at all. OK, with me now Christine McGourty,

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director of Energy UK which represents the six big suppliers.

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You call that competition? Well, it's totally wrong to suggest

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there's no competition. These companies are fierce rivals. One

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key thing that was missed out of your programme is that the gas

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price in the wholesale market, where the companies have to go to

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buy the stuff they sell to us is up 40% this year and in the all

:10:17.:10:19.

companies have put prices up, they don't put them up by exactly the

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same amount at exactly the same time. The key thing is that they

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have to buy the stuff on the international market. I spoke to

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our analyst today, including one on the film and prices now peaked this

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week are at a three-year high. is a creepy coincidence? The prices

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are lower than they were in 2008. It's inexplicable to people paying

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for fuel why their prices are going up. You can understand that times

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are difficult for everyone. They might be struggling with a load of

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household bills and no one wants to see prices going up. In addition to

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the wholesale price, which makes up about half of your bill, there's a

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load of other costs. You referred to them in the film, green taxes,

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cost of the metre, the network. And all those are going up too. We have

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one of the most competitive markets in Europe, if not the world. We

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have the cheapest gas price... other thing that people don't

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understand, perhaps you can explain, the profit line doesn't seem to

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waver in the same way. �4 billion profit by RWE, British Gas will

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double profits probably from last year. It's interesting to see the

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ones you mentioned. There are other companies, it's a diverse market.

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Some years some do better than others. Some were making losses

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this year, them was talking about a possible redundancy programme of

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about 10,000 jobs going. So it's a very mixed picture and as you

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referred to, we are expecting these companies to come to Britain and

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make the investments in the power plants we need to keep the lights

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on for the future. I don't think it still explains why our prices, our

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fuel is going up, when fuel prices are coming down, doesn't make any

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sense. Every time you explain, the first thing you say is that

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wholesale prices have gone up. Wholesale prices have gone up

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dramatically. They're at a three- year high. It's not just those

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prices, it's all the other things in the bill. They're still only

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where they were in 2008. They're at a three-year high now. In 2008 was

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a crazy year, they all -- the oil price went through the roof. There

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was a peak for a small period of time. The thing viewers need to

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know is that they can make big savings by switching around. You

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mentioned there was only �20,... They can save �200 by shopping

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around. The tariffs, which you are referring to, can I take one at

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random. Dual fuel, customers will receive a discount of tier two

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consumption charges of 0.196kilowatt hour, prata across

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billing period. Consumption rates and night rates where applicable up

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to a maximum of �40 a year. Could you explain that? We have been

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talking to... Could you explain that? I can't deny that sounds

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confusing, no doubt about it. That's what what they all read like.

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How can we make savings when this may as well be in another language.

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There's lots of ways to switch and save money. The switching sites, as

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an example I went on one and in ten minutes, it might take ten minutes

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to locate the last bill and you - they help you make sense of it.

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Which, for example, have a good one. The detail, of course, can be

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confusing and the companies accept that. We have talked to people,

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they've told us they like the varied choice of tariffs there is

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out there. The language, you know, we are looking at that. I have to

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move you on. Can I talk about people trapped in what's called by

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the Government fuel poverty, which means that their income is so low

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that 10% of it goes on fuel, it's nearly one in five. What we are

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looking at is grannies shivering, unemployed not being able to afford

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prices, what are you going to do We have held a lot of people

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through this whole plan, we have spent 150 million, a lot of schemes

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to help them. I have to stop you there. Thank you.

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You can see the individual companies's responses are now

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website: to comment on this or any other stories, please send any e-

:14:46.:14:56.
:14:56.:15:05.

Coming up, Ikea making false claims about watchdog. -- about Watchdog.

:15:05.:15:10.

And at the Dukan diet, a big help to Carole Middleton, a let-down to

:15:10.:15:16.

others. Back from your holidays? Leave your

:15:16.:15:21.

car at the airport? Maybe you used a valet, or a meat in a great

:15:21.:15:26.

company. Hopefully, not like the one we are featuring tonight. One

:15:26.:15:32.

that promises a professional service, and his promises are just

:15:32.:15:42.
:15:42.:15:58.

Life, as I'm about to discover, is full of mysteries. What are we

:15:58.:16:01.

doing here? I decided it would be so. We are going to meet some

:16:01.:16:10.

unhappy customers, but we are going to do it my way. Hey? What you have

:16:10.:16:15.

been at mucking about, I have been busy. I am available for hire. This

:16:15.:16:25.
:16:25.:16:28.

It turns out that all the time I have been working with him, he has

:16:28.:16:38.
:16:38.:16:47.

been secretly studying for his And hiding the truth is also the

:16:47.:16:53.

subject of our story tonight. Set at the UK's biggest airport. On

:16:54.:16:57.

average, 180,000 passengers used Heathrow every day, many leading

:16:57.:17:00.

their cars in the hands of people they have never met. Total

:17:00.:17:07.

strangers. Until tonight, because we present SecurePark Heathrow

:17:07.:17:11.

Limited, not to beat confused with companies to have very similar

:17:11.:17:16.

names. Here are a few of their customers. Check out their

:17:16.:17:20.

expressions. They have some serious complaints. I got back to find

:17:20.:17:26.

paint on the car. It had been poured on the roof, it had rained

:17:26.:17:32.

on to the windscreen. This was a substantial amount? Yes. Not a

:17:32.:17:37.

holiday snaps he was expecting. But things get worse. When the guy

:17:37.:17:42.

handed back the keys, did he make any mention of this? No, he tried

:17:42.:17:47.

to scrape it off, he tried to do it with the khaki before giving it to

:17:47.:17:53.

me. So you have got to the paint, and scratches as well, on your car,

:17:53.:18:00.

which was supposed to have been parked securely? Yes. He called the

:18:00.:18:04.

boss, who had another surprise up his sleeve. He didn't introduce

:18:04.:18:09.

himself, walked up to the vehicle, spat on the windscreen, tried to

:18:09.:18:14.

wipe off the scratches. Nice. Here is the man himself, caught on

:18:14.:18:18.

camera. One of the bosses of SecurePark Heathrow Limited.

:18:18.:18:24.

said, I have cleaned it off with my spit. I said, no, you can see the

:18:24.:18:29.

scratches clearly, it has gone into the glass. At that point, he said I

:18:29.:18:35.

was being too fussy. Other fussy customers have found cracks India

:18:35.:18:39.

windscreens, and dents in the sides of their car. This family came home

:18:39.:18:43.

to find part of their car missing altogether. We were just leaving

:18:43.:18:48.

the airport, my husband said, this sounds really noisy. What did it

:18:48.:18:55.

sound like? Like a tank. Quite hard to miss. My forced first -- at

:18:55.:19:00.

first thought was, maybe the exhaust has gone. You get home and

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find a really big hole, where they should be a convertible stop the

:19:05.:19:09.

catalytic converter was missing? large section of the exhaust pipe

:19:09.:19:15.

as well. That is remarkable. would never think he would leave it

:19:15.:19:19.

in the car-park and someone has stolen the catalytic converter.

:19:19.:19:23.

wouldn't disagree! Mind you, at least the rest of the car was there.

:19:23.:19:26.

Another customer came back to find his vehicle had been stolen

:19:27.:19:32.

altogether. This family were initially quite pleased with

:19:32.:19:36.

SecurePark Heathrow Limited's service. We even gave them good

:19:36.:19:44.

feedback. 30 days later, we get tickets through the post, parking

:19:44.:19:49.

tickets, �120. Where had it been parked? It was the High Street in

:19:49.:19:55.

Slough. I love Slough Town Centre, but it is not secured. How did the

:19:56.:20:03.

company respond? Fate contacted one of the boss man. He said, send me

:20:03.:20:06.

all the documents we have got. We sent everything to him, and since

:20:06.:20:11.

then, we haven't had anything. are the guys involved in running

:20:11.:20:15.

the company. Dominic Almond and Matthew grunt. Neither has given a

:20:15.:20:21.

cities factory explanation to any of the customers we have spoken to.

:20:21.:20:26.

You see now why they look so stern! That sounds bad. Airport parking

:20:26.:20:36.
:20:36.:20:38.

should be secured. That is real! It is definitely not business as usual,

:20:38.:20:43.

then. We have no house, no actor, we just need some cars, these will

:20:43.:20:53.
:20:53.:20:54.

do. All of these, rigged with trackers and secret cameras. Out

:20:54.:20:57.

gorges team will hand them over to SecurePark Heathrow Limited, and we

:20:58.:21:03.

will see what happens to cars they are supposed to look after. Who are

:21:03.:21:11.

you? I and Tim, the expert. I have got the map. What do we do next?

:21:11.:21:17.

put our cards in. And then we see where they end up. Expert Pym, what

:21:17.:21:23.

should we expect? Are locked compound, security lighting and

:21:23.:21:26.

cameras, no unauthorised access. The car should be driven straight

:21:27.:21:35.

there and back. So what will happen to our cars? When we put them in.

:21:35.:21:45.
:21:45.:21:47.

Come-on, obviously something bad. It certainly is. If Dan have any

:21:47.:21:57.
:21:57.:21:59.

pilot's licence isn't enough to Speeding, mobiles at the wheel, and

:21:59.:22:05.

falling asleep on the job. All in your car! Our secret cameras are

:22:05.:22:08.

ready for play back a little bit later.

:22:08.:22:12.

Next, Ikea, the world's largest furniture retailer, with huge

:22:12.:22:17.

stores throughout the UK. In July it offered this made-to-order sofa

:22:17.:22:24.

online, normal price �1,800, reduced it to just �204. A quarter

:22:24.:22:28.

of the price. Not surprisingly, customers applied in droves. Ikea

:22:29.:22:33.

accepted their orders, debited money from their cards, and gave

:22:33.:22:37.

them delivery dates. Great, until they started contacting customers,

:22:37.:22:41.

telling them they wouldn't get any sofas after all, claiming the

:22:41.:22:46.

models were out of stock. Strange, seeing as they were supposedly made

:22:46.:22:49.

to order. Even more strange when some customers discovered Ikea were

:22:49.:22:54.

still selling them in stores in Europe. They contacted the camp ash

:22:54.:22:59.

macro company, demanding it honour their orders in the UK. Ikea

:22:59.:23:03.

refused, but promised refunds and give cards. It also sent e-mails to

:23:03.:23:09.

customers who have threatened to take their complaints to Watchdog.

:23:09.:23:19.
:23:19.:23:33.

Did we agree to that? What do you think? Probably know. Correct. So

:23:33.:23:38.

why did I care say we had? company has given us an apology. It

:23:38.:23:42.

said these were unverified e-mails, in other words, not authorised from

:23:42.:23:47.

above. No confusion or offence was intended, and customer service

:23:47.:23:51.

training will be improved as a result. What about the so for

:23:51.:23:55.

deals? Are it is a genuine error meant a significant number of

:23:55.:23:59.

orders went through the system, well beyond the number of sofas it

:23:59.:24:06.

had available for sale. It accepts it has let customers down, giving a

:24:06.:24:09.

�50 gift cards for the inconvenience. Further gift cards

:24:09.:24:14.

equivalent to 30% of the value of their orders. It is also determined

:24:14.:24:19.

to deliver on its promises in the future. A lesson for any companies

:24:19.:24:28.

wanting to use the Watchdog name without approval, don't! Next, the

:24:28.:24:35.

Dukan, the diet of toys for pepper and Carole Middleton. Subscribing

:24:35.:24:42.

to the online personalised plant was a bit more costly than the book.

:24:42.:24:52.
:24:52.:24:52.

So, three months, around �90. Worth Come on, who watched the royal

:24:52.:24:59.

wedding and didn't dream of having a figure like that? All that? And

:24:59.:25:03.

how many he did straight for the nearest bookstore to by the Diet

:25:03.:25:09.

Book of the year? The Dukan diet, developed by Dr Pierre Dukan, gives

:25:09.:25:15.

you 350 pages on the Virgin of high protein, low carbohydrate meals.

:25:15.:25:21.

Plenty of water and lots of bran. It sold more than 250,000 copies in

:25:21.:25:26.

Britain, leading to massive press coverage. But what if you like your

:25:26.:25:33.

diet advice to be more personal? You can always turn to the Dukan

:25:33.:25:37.

website, which promises unique and a truly personalised weight loss

:25:37.:25:42.

coaching. A personalised relationship. And they promise that

:25:42.:25:47.

Dr Pierre Dukan, that's him, personally monitor your progress

:25:47.:25:52.

throughout your tailor-made coaching experience. Nice to meet

:25:52.:25:59.

you. All this comes at a price, up to �1 a day, for as long as they

:25:59.:26:03.

estimate it will take to achieve your so-called true weight. And to

:26:03.:26:08.

keep that weight off. Bad value, according to some Watchdog viewers,

:26:08.:26:14.

who also found the personal touch lacking. I signed up for six months,

:26:14.:26:18.

for �107. I regretted it almost immediately. The instructions were

:26:18.:26:24.

not clear, I was hoping for the personalised insights and guidance.

:26:24.:26:28.

It wasn't a personalised to me at all. One of the questions was, how

:26:28.:26:34.

motivated did you feel? When I said I felt very motivated, it said, you

:26:34.:26:38.

are clearly very motivated. To go through a hole questionnaire like

:26:38.:26:42.

that and to get fed back to you what you fed them, seems a waste of

:26:42.:26:47.

money. After complaining, he received a refund. But he and

:26:47.:26:52.

fellow subscriber Karen also received some strain -- strange

:26:52.:27:02.
:27:02.:27:02.

messages from Dr Pierre Dukan If the waste product stagnate, your

:27:02.:27:09.

engine will go out. Like a lot left in the embers. Perhaps the doctor's

:27:09.:27:13.

messages might be clearer if, before launching a website in the

:27:13.:27:18.

UK, David Payne -- paid more attention to the translation. It is

:27:18.:27:28.
:27:28.:27:38.

not just the crammer, look at the But enough of that. Adding a new

:27:38.:27:43.

dimension to the programme. What about the one on one advice? The

:27:43.:27:48.

personal monitoring from Dr Pierre Dukan that customers are paying for.

:27:48.:27:53.

I don't find any evidence that he monitors my progress. When I e-

:27:53.:27:56.

mailed the support team to complain in general about the lack of

:27:56.:28:00.

monitoring, they said to me that Dr Pierre Dukan only provides advice

:28:00.:28:04.

in very specific cases, and this was just not to this factory to me.

:28:04.:28:11.

I'm not surprised. A programme that can cost more than �100, with a

:28:11.:28:14.

cross the border advice and bizarre musings, in poorly written English,

:28:14.:28:20.

it can't be like this for everyone, can it?

:28:20.:28:25.

Rebecca and four of our resort just signed up for the plan. The first

:28:25.:28:29.

four days of the plan is known as the attack face, no cops, only

:28:29.:28:35.

protein and some oat bran. -- no carbs.

:28:35.:28:39.

This is the questionnaire. 91 questions that will determine my

:28:39.:28:48.

personal plan. When did your weight start to become perturbed?

:28:48.:28:53.

Perturbs? Moving on. Your physical activity. What type of protocol do

:28:53.:29:00.

you associate spontaneously with yourself. I don't know, running? A

:29:00.:29:04.

bath? The website gives me my target weight. I now have to submit

:29:04.:29:11.

a report of my progress every evening. I must also follow their

:29:11.:29:19.

news. Tonight, smoked salmon and cream cheese parcels, and green tea

:29:19.:29:22.

and Ormond to finish. That took more time than I would normally

:29:22.:29:28.

have. I don't think I would be able to do that twice a day. Looking at

:29:28.:29:32.

the menus for lunch and dinner, I think it is to be pointing. They

:29:32.:29:38.

are very expensive. Not only that, but a lot of them were not

:29:38.:29:42.

anglicised, so very popular in French cuisine, but not for the

:29:42.:29:46.

English palate. Although you do have the option of excluding

:29:46.:29:55.

What sort of thing did my daily e- mail advise? Remember I am still in

:29:55.:29:59.

the attack phase when I supposedly can't eat vegetables. You eat in

:29:59.:30:03.

front of the television too often. Eat before you settle down to watch

:30:03.:30:09.

TV, and start off with impact foods, such as vegetables, salad, or soup.

:30:09.:30:13.

Why are you saying start with vegetables when you know I can't

:30:13.:30:17.

eat vegetables for four days and it's killing me!

:30:17.:30:25.

In the midst of this I began to experience one of the diet's well

:30:25.:30:29.

known side-effects, constipation and as it was the weekend being

:30:30.:30:34.

good was getting tougher. It's day five, it's a Saturday and Saturdays

:30:34.:30:40.

are when I usually eat lots of crisps and drink wine. I wanted to

:30:40.:30:43.

e-mail my coach to get support through this time. This is very

:30:43.:30:47.

strange, there usually a button where you can submit a question and

:30:47.:30:50.

that button has disappeared and there's a message saying that

:30:50.:30:54.

customer services are only there from Monday to Friday and not at

:30:54.:31:01.

the weekend. Oh, Dr Dukan, just when I needed you most you deserted

:31:01.:31:05.

me. So, no answers to questions. But there are still the daily e-

:31:05.:31:09.

mails. Trouble was, they often offered baffling and very general

:31:09.:31:16.

instructions. Move forward in single file. So you don't wake up

:31:16.:31:23.

the wild beasts around you which you and I know just give bad advice.

:31:23.:31:27.

And whenned instructions -- when the instructions were personal,

:31:27.:31:32.

they were very personal. Make love more often. Or go and have a

:31:32.:31:37.

massage. My Watchdog colleagues were also receiving similar

:31:37.:31:40.

messages and while the instructions were supposed to be personal, three

:31:40.:31:45.

of them received exactly the same one.

:31:45.:31:49.

More seriously the website didn't seem to be taking notice of all our

:31:49.:31:54.

team's daily progress reports. It congratulated one researcher for

:31:54.:31:58.

handling the attack phase with real gusto and recommended she move on

:31:58.:32:03.

to the next phase of the diet. Great, except that she hadn't

:32:03.:32:09.

reported any weight loss or even submitted a daily report. I think

:32:09.:32:12.

it's incredibly worrying if someone is advanced on a diet without

:32:12.:32:15.

having that feed back and communication because you don't

:32:15.:32:19.

know whether the individual is going off message or not and that's

:32:19.:32:23.

a potential health risk. And as for Dr Dukan's claim to be present on

:32:23.:32:26.

the site for one hour per day including weekends to answer

:32:26.:32:31.

questions, well, he wasn't. For the past month it's actually been his

:32:31.:32:36.

assistants, Sonia, Kathy, and Marie. It seems like you are paying a lot

:32:36.:32:40.

of money for a comment that's not always personalised or relevant to

:32:40.:32:44.

your particular circumstances. The information available online was an

:32:44.:32:48.

confusing. The exercises appear good but you can get them for free

:32:48.:32:51.

elsewhere on the web. Overall I would say it's a careless and

:32:52.:32:54.

confusing website and doesn't seem to deliver on the promises that it

:32:54.:32:59.

claims. The good news, I stuck to the diet

:32:59.:33:04.

and exercise plan and lost 4lbs in 14 days. The bad, it cost me �100

:33:04.:33:08.

upfront whether I stuck to the diet or not. Really I could have lost

:33:08.:33:12.

just as much weight and saved a lot more time simply by reading the

:33:12.:33:18.

book. You look fabulous in a wig. Thank

:33:18.:33:24.

you, my favourite was the red one. Be careful, he has announced his

:33:24.:33:28.

engagement, he is getting married and that's devastated millions of

:33:28.:33:32.

female viewers. You can be my bit on the side. I am devastated as

:33:32.:33:39.

well. OK. This is from Dr Pierre Dukan himself. He is upset to hear

:33:39.:33:43.

some dieters using his online coaching service in the UK are

:33:43.:33:47.

unhappy and humbly apologises and gress the service can be further

:33:47.:33:51.

improved and it will be, he is concerned that people who may need

:33:51.:33:58.

to lose weight may now be discouraged from using his methods

:33:58.:34:01.

because a survey has shown that the vast majority of users have a

:34:01.:34:06.

positive experience and reach their true weight. What about the

:34:06.:34:09.

personalised service people are paying for? He says this relies on

:34:09.:34:11.

what he calls artificial intelligence but does take into

:34:11.:34:14.

account the detailed profile of each customer and their reports,

:34:14.:34:17.

plus all questions are answered individually by his team. Unless

:34:17.:34:21.

you ask one at the weekend when they've gone home? Yes, there's

:34:21.:34:25.

been no answer to that but he does say if customers are unhappy they

:34:25.:34:29.

have the right to cancel within seven days and those who have had

:34:29.:34:34.

specific problems have been refunded. Coming up: The cruise

:34:34.:34:40.

companies that want passengers to tip staff before they go on board.

:34:40.:34:44.

Back to SecurePark Heathrow Limited now, a valet company that promises

:34:44.:34:49.

to look after your car when you fly from the UK's largest airport. We

:34:49.:34:53.

heard from customers who found cars damaged and parts or even entire

:34:53.:34:58.

vehicles missing. What will happen? -- what will happen when we leave

:34:58.:35:04.

our own cars there? A Toyota A Mercedes and an Audi

:35:04.:35:07.

will hopefully answer that. Over the past month our team have been

:35:07.:35:11.

handing over these cars to SecurePark Heathrow Limited, all of

:35:11.:35:15.

them rigged with with secret cameras. Wherever the cars go, we

:35:15.:35:24.

go too. What do we discover? Welcome to the state of the art

:35:24.:35:33.

Rogue Traders Central command. Yes, it's an plane hangar.

:35:33.:35:40.

Plane one is on the move. It's going down Sipson way. Where are we,

:35:40.:35:46.

he has left the vehicle? It's a recreational ground? Yeah. Not a

:35:46.:35:50.

private car park, public land owned by the council which they don't

:35:50.:35:54.

even have permission to use. Tim, would you class that as secure?

:35:54.:36:00.

Parking in a council owned car park is asking for trouble. It's full

:36:00.:36:05.

access to the public. It's not secure, not fair. The car was there

:36:05.:36:09.

for almost an hour before being moved on to a compound. Next, we

:36:09.:36:13.

tracked the Mercedes. The real one, that is. They're supposed to drive

:36:13.:36:17.

it to the secure car park and leave it there until we get back. But

:36:17.:36:25.

hold on, what's this? Use the Mercedes Monday morning?

:36:25.:36:29.

Use our car for their business? That's what it seems like. The

:36:29.:36:32.

Mercedes then joined the Toyota in a compound off a main road where

:36:32.:36:36.

they were both left for several days. A compound so secure that its

:36:36.:36:40.

gates were left wide open during the day. The night before the cars

:36:40.:36:46.

are due to be returned to us they're moved again.

:36:46.:36:53.

Dan, reposition the Mercedes to Maple Avenue, please. What is

:36:53.:36:56.

there? A normal residential street. Parking in residential streets is

:36:56.:37:00.

not secure. Cars do get damaged, they get scratched and broken into

:37:00.:37:03.

and stuff pinched out of them. anything could happen to it.

:37:03.:37:07.

are right, Dan. The Mercedes was left in the street, while the

:37:07.:37:14.

Toyota was driven to the council car park. Both unattended all night.

:37:14.:37:17.

The next morning, almost three hours before our Mercedes was due

:37:17.:37:23.

to be returned to us, it seems to have become a taxi for staff. So

:37:23.:37:31.

that's what was meant by this: They're taking the Mercedes and

:37:31.:37:35.

ferrying their drivers to and from Heathrow. This is en route to

:37:35.:37:40.

Heathrow. This is ridiculous, you paid this company to look after

:37:40.:37:43.

your car, you don't expect it to be used as a taxi. That's nothing.

:37:43.:37:47.

Look at this. They're supposed to be looking after your car but check

:37:47.:37:55.

out his right foot. Bad words. And aggressive driving. But not as bad

:37:55.:38:01.

as speeding. We are tracking that, too. Look, check the needle. Hello,

:38:01.:38:05.

69 in a 40! Speeding is completely unacceptable, apart from anything

:38:05.:38:09.

else a customer could get a ticket in a few weeks. Then driving while

:38:09.:38:14.

you are on the phone or phoning while you are on the drive. And not

:38:14.:38:21.

just once. Isn't that illegal. is three penalty points.

:38:21.:38:31.
:38:31.:38:40.

Right, is there anything else they can do in our cars? Oh, hello! It's

:38:40.:38:45.

sleepy buy bye-byes. If you are going to have a kip, you might as

:38:45.:38:51.

well in a Mercedes. Finally, on their last run to the

:38:51.:39:01.
:39:01.:39:07.

airport we hear staff discussing This is lots of cars, they're being

:39:07.:39:11.

trusted to keep secure and safe and they're parked on the front drives.

:39:11.:39:21.
:39:21.:39:26.

Yeah, that's customers' cars as What about our last car, the Audi

:39:26.:39:36.
:39:36.:39:41.

I feel like I have had someone's finger in my eye. We have been

:39:41.:39:46.

busted. Yeah. Hi. Or maybe we haven't after all, because the next

:39:46.:39:51.

day our tracker inside the Audi records one of the drivers doing

:39:51.:39:56.

100mph in a 50 zone. Twice the speed limit, and an instant driving

:39:56.:40:02.

ban. OK, enough is enough. We are back on the road, usually transport

:40:02.:40:06.

this time. So we can find somewhere quiet to do what we call a piece to

:40:06.:40:10.

camera. They're driving each other around, speeding, parking

:40:10.:40:14.

insecurely and could be doing that in anyone's car. What are we going

:40:14.:40:19.

to do? Find the bosses and put together intelligent and relevant

:40:19.:40:24.

questions to ask them. OK, how are we going to find them? Well, we are

:40:24.:40:31.

going to wait here. Just wait? All right. Just over here, actually.

:40:31.:40:34.

It's nice. There's a rabbit there, look.

:40:35.:40:38.

Well, we had to wait a while as it happened, because it turned out

:40:38.:40:43.

that the company boss doesn't actually have an office at Heathrow.

:40:43.:40:49.

He runs this pub, ten miles away. I am going to track him down there in

:40:49.:40:52.

about ten minutes. I hope I don't get barred.

:40:52.:40:56.

Now, just going back to our earlier story about soaring gas and

:40:56.:40:59.

electricity prices. There is a free-phone number to call if you

:40:59.:41:04.

are you are struggling with bills and want advice. It's the Home Heat

:41:04.:41:08.

Helpline run by the energy companies themselves. The number is

:41:08.:41:13.

on the screen now. We have a few texts and e-mails to

:41:13.:41:16.

go through, mainly on that subject. A couple of tweets about the

:41:16.:41:19.

confusing tariffs they offer. One says they might as well be in

:41:19.:41:23.

another language. This viewer says it took her three weeks to

:41:23.:41:28.

calculate the best one. And a few others saying they simply gave up.

:41:28.:41:35.

So, lots more e-mails, keep them coming in. You know the addresses.

:41:35.:41:40.

Thank you. Now a new series, old face, much older than mine, Rik

:41:40.:41:44.

Wakeman is back. His subject tonight is tipping, no wonder he

:41:44.:41:51.

looks grumpy. Tip, a bonus given in addition to

:41:51.:41:56.

required payment. A gratuity or gift. A voluntary donation. Trouble

:41:56.:42:03.

is, the whole thing is a minefield, who expects to be tipped? Do they

:42:03.:42:07.

keep the money? The big question, how much do you give them? I look

:42:07.:42:11.

somewhere in the area of ten to 15%, if it hasn't gone well, then

:42:12.:42:15.

certainly I am fully prepared to walk out without tipping. I don't

:42:15.:42:18.

mind tipping, I would tip on most occasions. It's not as prevalent

:42:19.:42:23.

here as the States. I like to feel free to offer a tip or

:42:23.:42:28.

acknowledgement if I want to. Whatever the sum, most people agree

:42:28.:42:33.

that tipping should be a matter of choice. Mind you, if you visit a

:42:33.:42:40.

restaurant in a large group it may be that you will have no choice.

:42:40.:42:46.

Hey, you lot check out this bill! Many restaurants will charge a

:42:46.:42:50.

service charge for a larger party, perhaps 6-8 people or more. A

:42:50.:42:54.

typical service charge will be between 10-15%. A lot of customers

:42:54.:42:57.

believe if they're unhappy with the food or the service they can have

:42:57.:43:00.

the service charge removed from the bill. However, if the service

:43:00.:43:04.

charge is a mandatory service charge, and it's labelled as such

:43:04.:43:08.

on the menu, this forms part of the contract between the customer and

:43:08.:43:14.

the restaurant. And the customer will be liable to pay the amount.

:43:14.:43:18.

think I will eat alone in future then. If I went to Strada they add

:43:18.:43:23.

a 10% charge, whatever the size of the party. At least it's

:43:23.:43:27.

discretionary, so you can get it removed if you can take the

:43:27.:43:31.

embarrassment of asking, that is. Until 2009 restaurant companies

:43:31.:43:36.

were able to pocket service charges and tips, then use the money to top

:43:36.:43:42.

up the pay of their staff. Some of whom were on less than the national

:43:42.:43:47.

minimum wage. And a new law was supposed to change all that. You

:43:47.:43:51.

might be surprised to learn that the tip you leave still doesn't

:43:51.:43:55.

necessarily go to the staff, not all of it anyway. If you are paying

:43:55.:44:02.

by card, many restaurants will take a slice as a so-called admin fee.

:44:02.:44:07.

Of the ten biggest restaurants changes in the -- chains in the UK,

:44:07.:44:17.
:44:17.:44:20.

Do you know, there are some days are when I never seem to have my

:44:20.:44:26.

hand out of my pocket?! Things could be worse, though. Could be

:44:26.:44:34.

going on one of those. Yes, cruise ships. Passengers have always been

:44:34.:44:38.

expected to leave hefty tips to the lowly paid Crewe. Now they are

:44:38.:44:45.

being told how much did hip, before the ship has even set sail. We had

:44:45.:44:53.

booked hour cruise with MSC Cruises, and in the small print, it said,

:44:53.:44:58.

there will be a service charge, at $12 person, per day. We thought

:44:58.:45:03.

that was our greatest. I went on a cruise with the Royal Caribbean,

:45:03.:45:10.

and because we chose the taxable dining option, we have to pay �65

:45:10.:45:14.

gratuity for my daughter. I don't believe any of us should be paying

:45:14.:45:18.

gratuities up front, let alone an eight-month-old baby, who received

:45:18.:45:24.

nothing for her money! We went on the Princess Cruises's website. We

:45:24.:45:29.

looked at their policy on Rasheed - - committees, which dated each

:45:30.:45:36.

person would be charged $11.50, we felt this was excessive. I pick the

:45:36.:45:40.

principle of being told what you should pay for a service prior to

:45:40.:45:47.

you're getting it is totally wrong. Marie and Ken got some of their

:45:47.:45:52.

money back, but of the 10 biggest cruise companies operating out of

:45:52.:45:57.

UK ports, eight now add an auto gratuity to all passengers on all

:45:57.:46:07.
:46:07.:46:08.

accounts. Prices range from a �4 per day to �9.20 per day.

:46:08.:46:13.

concept of adding pips to your on- board account automatically

:46:13.:46:17.

originated in America, where, of course, pipping his part of the

:46:17.:46:23.

culture. But it is not here in Britain, or in Australia. And after

:46:23.:46:27.

P&O Australia introduced the system, there was such an outcry, they had

:46:27.:46:32.

to scrap it. Not much chance of other companies follow suit here.

:46:32.:46:39.

In fact Fred Olsen have introduced or to gratuities on all of their

:46:39.:46:44.

gratuities, while Royal Caribbean have just increased their daily

:46:44.:46:52.

recommended Peps from �6 a 5p to �7.23. I am sure most passengers

:46:52.:46:56.

don't begrudge paying pips for good service, but are some of these

:46:56.:47:06.
:47:06.:47:08.

customers not going overboard? Are you a good paper? 10%. I am a

:47:08.:47:15.

great depart, I was once a waitress. I would give you 20%. A few

:47:15.:47:21.

responses to that. Royal Caribbean say 60% of UK guests are happy to

:47:21.:47:24.

pre-pay the gratuity. They add that their policy allows all crew

:47:24.:47:30.

members to benefit. MSC Cruises and Princess Cruises say that so-called

:47:30.:47:34.

Order gratuities are the fairest way for all crew members to benefit

:47:34.:47:38.

and customers can amend the amounts on board. Based a customers can see

:47:38.:47:44.

all details on their website and brochures before booking. All

:47:44.:47:51.

passengers treated her dead charges reduced. His -- here are a few more

:47:51.:47:56.

stories. Enjoy a cup as soup? You may have

:47:56.:48:00.

to go on a four-day week. Batchelors have cut the number of

:48:00.:48:05.

sachets in each box to four, to bring them into line with rivals,

:48:05.:48:09.

apparently. The price you pay it in the shops hasn't gone down, though.

:48:09.:48:14.

It comes after Dairy Crest admitted reducing the size of their

:48:14.:48:16.

cathedral to teach at a packed but keeping the blocks the same length,

:48:16.:48:26.

but making them narrower. But after Innocent withdrew their one Lisa --

:48:26.:48:31.

one-litre cartons. They say they did set the price in the shops, but

:48:31.:48:35.

that hasn't impressed customers on their website, whose verdict can

:48:35.:48:40.

beats -- summed up in one word - guilty.

:48:40.:48:47.

Kronenbourg 1664. Yes, a beer from the medieval city of Strasbourg,

:48:47.:48:51.

eastern France, where according to the makers Heineken, the pace of

:48:51.:48:56.

life is a hurried and the locals enjoy a relaxed two-hour lunch

:48:56.:49:00.

break. This would be welcome in Manchester, where the Beero is

:49:00.:49:05.

actually brewed. Heineken have defended the advert, saying the

:49:05.:49:10.

beer has French heritage and is made Yuri -- re-using hops from the

:49:10.:49:17.

Alsace region. But the ban has been -- advert has been banned, because

:49:17.:49:21.

there is no French connection with Manchester.

:49:21.:49:26.

Poynings, the company that launched at Earl Grey after 180 years, has

:49:26.:49:33.

tampered with the recipe. The new flavour include citrus and extra

:49:33.:49:37.

bergamot, and has outraged customers. Twinings insist the

:49:37.:49:42.

latest a blend was the result of rigorous testing and customer

:49:43.:49:49.

feedback. They have clearly not launched a peak -- sought the

:49:49.:49:59.
:49:59.:49:59.

Last call for boarding at Heathrow. SecurePark Heathrow Limited, to be

:49:59.:50:04.

exact. We need to clear up a few things before our departure. Why

:50:04.:50:09.

did this valet company drive one of our cars, at 100 miles per hour, in

:50:09.:50:14.

a 50 his own? Why did one of their staff fall asleep in another? Why

:50:14.:50:20.

were all three vehicles left unsecured? So many questions. All

:50:20.:50:26.

of which need answers, and quick. I used my accelerating pointy fingers.

:50:26.:50:31.

And look, he has got one too. Dominic Almond, the man his back on

:50:31.:50:36.

a customer's car to get rid of paint from the windscreen. -- the

:50:36.:50:42.

man who spat. How did that paint get on the car? Maybe it was an

:50:43.:50:48.

accident. And the stolen catalytic converter? They don't sound like

:50:48.:50:53.

accidents. Then there is Matthew grant. Both men seen to be calling

:50:53.:50:58.

the shots. We know that Dominic is still involved in the company,

:50:58.:51:02.

because when they delivered hour how deep, they were quick to blame

:51:02.:51:12.
:51:12.:51:20.

It seems that Dominic is in the wrong business, because Secure

:51:20.:51:24.

Parking is definitely not their strong point. We checked out what

:51:24.:51:28.

appears to be their main, secure compound. It was locked at night,

:51:28.:51:32.

but when we visited in the day, the gates were wide open and there was

:51:32.:51:38.

a sign of CCTV. You could drive straight in and touch the cars, we

:51:38.:51:44.

even found customer flight details, in car windscreens. When we got 10

:51:44.:51:48.

-- contacted the council, they told us the landowner does not have

:51:48.:51:53.

permission to park the car here. Question time is approaching.

:51:53.:51:58.

Heathrow Airport, isn't it lovely? What a beautiful day for it. We are

:51:58.:52:01.

hoping to meet up with the bosses of SecurePark Heathrow Limited, and

:52:01.:52:06.

to ask them why, when you go on holiday, your car could end up

:52:06.:52:15.

having a holiday of its own? Like this. Just in a car-park in the

:52:15.:52:20.

recreation ground. All this place, with the gate wide open to stop

:52:20.:52:25.

these are all valid questions, we feel. Tracking down the bosses

:52:25.:52:32.

isn't easy. But we did some digging, and found that Dominic Almond also

:52:32.:52:41.

runs at this place, a pub in Old Windsor. Anyone fancy a pint? Hello,

:52:41.:52:46.

Dominic. How are you doing? We want to talk about SecurePark Heathrow

:52:46.:52:52.

Limited. Interesting term, it would suggest, that the parking is

:52:52.:52:58.

secured, rather than left at any location that we have found here.

:52:58.:53:02.

This, for instance, gates wide open, not secured. Easy access to the

:53:02.:53:08.

public. This is outside one of your driver's houses. I don't run that

:53:08.:53:13.

side of the company any more. what is your role? We understand

:53:13.:53:18.

you're the boss, director, in charge? You are the face that get

:53:18.:53:24.

to put up as soon as there is a problem. I will look into the

:53:24.:53:28.

problems. There is a piece of paper that will detail all of them. But

:53:28.:53:31.

they are the same problems customs have been talking to you about for

:53:31.:53:36.

months, and when they come to you, they don't get an answer. We're not

:53:36.:53:40.

talking about the little things, dense and scratches, we're talking

:53:40.:53:45.

about whole vehicles being stolen. We're talking about parts. Can I

:53:45.:53:50.

look into this and get back to you? Do you not think it would be nice

:53:50.:53:57.

to look into it on the customer's behalf when the problem arises? We

:53:57.:54:00.

can understand why there are problems with these cars when you

:54:00.:54:07.

see the locations. I am not at the company recently. We know that is

:54:07.:54:17.
:54:17.:54:18.

not true, we know you have been It is your company, and you have to

:54:18.:54:21.

take responsibility for it at the end of the day. Are you telling us

:54:21.:54:26.

you have sold the company? I don't run the company, I am nothing to do

:54:26.:54:33.

with that side of think so. We know that is not true. Can I get back to

:54:33.:54:36.

you, I would like to get back to you and give you some proper

:54:36.:54:39.

answers. When customers try and get in touch with you, you have given

:54:39.:54:44.

them an address where they can't contact you. Can I look into this

:54:44.:54:49.

and get back to you, I would rather do it properly? That would be

:54:50.:54:54.

fascinating. I would like to do that. When you talk to your drivers,

:54:54.:55:00.

can you make sure they're not driving at the time. I am not there

:55:00.:55:05.

at the time, and Mike? We have seen your drivers on the phone, driving

:55:05.:55:09.

without seat belts, just so you know, when you speak to them, up to

:55:09.:55:14.

twice the legal limit, as well. can't comment on that, because of

:55:14.:55:21.

the stick, I am not there. -- because obviously, I am not there.

:55:21.:55:31.
:55:31.:55:38.

Thank you very much. See you again, We have since tried, repeatedly, to

:55:38.:55:42.

get that proper, formal response that Dominic Almond promised. But

:55:42.:55:45.

we are still waiting. He said he wanted to go through the proper

:55:45.:55:51.

channels. We are the proper channels. You are watching BBC One.

:55:51.:55:55.

We have managed to speak to Hillingdon council, it says it is

:55:55.:55:59.

investigating the use of its land for commercial purposes. And

:55:59.:56:03.

intends to take action against any company found to be doing so

:56:03.:56:06.

without permission. Not sure we will be able to avoid their

:56:06.:56:12.

questions, Dominic. Meanwhile, take a bow. You become the first face on

:56:12.:56:19.

our new rogues gallery. If you if you have been sending in

:56:19.:56:25.

texts and e-mails. Loads contacting us about energy bills, especially

:56:25.:56:29.

some wholesale costs, lower than they were three years ago. They

:56:29.:56:33.

want to know why, and also, we have got loads of you are unhappy about

:56:33.:56:38.

Chris companies wanting to paid Peps before you board. -- cruise

:56:38.:56:44.

companies. Amanda says she booked a cruise for 20 Clough, but wasn't

:56:44.:56:49.

allowed to book the flexible dining option unless the gratuities were

:56:49.:56:56.

paid up front. If you tea drinkers, some say they like the new Earl

:56:56.:57:00.

Grey blend, but many saying the old recipe was a fine, why bother

:57:00.:57:06.

changing it? This e-mail, Miles went to New York, leaving his

:57:06.:57:11.

Porsche with SecurePark Heathrow Limited, guess what, stolen. The

:57:11.:57:15.

police managed to track down, when he got it back, his iPod had been

:57:15.:57:24.

taken. How about that part as a venue for your wedding? -- that the

:57:24.:57:34.

pup?. Keep sending us your stories. Just to visit our website. When you

:57:34.:57:44.
:57:44.:57:55.

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