Episode 3 Watchdog


Episode 3

Anne Robinson and the team look at the companies offering to handle PPI claims; are bank customers in danger of being fleeced a second time? Plus some filthy holiday apartments.


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Transcript


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Ryanair, the cards that cost you. Tesco, the ad that misled you.

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Haven Holidays, the cleaning manual that will shock you. L'Oreal,

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Stella Artois and the companies that want to fight the banks on

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your behalf - beware. This is Watchdog, the programme you can't

:00:23.:00:33.
:00:33.:00:45.

Yes, hello, and good evening. Welcome to Watchdog. We are live

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from Television Centre. Tonight: Barclays, Lloyds, RBS, they mis-

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sold millions of Payment Protection Plans. If you are battling to get

:00:54.:00:59.

your money back, don't get fleeced again. It does make me angry that

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these customers, many of whom have already suffered from the mis-

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selling of Payment Protection Insurance, are being mis-sold.

:01:07.:01:12.

Ryanair - if you want to avoid their booking fees, they are making

:01:12.:01:22.

you jump through another hoop. Lancome, Maybelline, who else is

:01:22.:01:26.

making false claims? Can you clean a caravan in 18

:01:26.:01:28.

minutes? How about garages from hell? We are

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booking our car into one tonight. It is a big job, a very complex job,

:01:32.:01:42.
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a job that calls for someone who Definitely not someone like him. It

:01:52.:01:58.

was the one we got! The results? We will show you later. NatWest, RBS,

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Barclaycard - a few of the banks and credit card companies who mis-

:02:02.:02:06.

sold Payment Protection Insurance. They added it to loans to cover

:02:06.:02:09.

repayments in case you had an accident, became ill or unemployed.

:02:09.:02:14.

But for most people, it was useless. Now, after a High Court ruling,

:02:14.:02:17.

those people are entitled to their money back. Billions of pounds are

:02:17.:02:22.

up for grabs. If you are about to claim, beware. You could be fleeced

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a second time. Watch daytime TV? You will be

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familiar with ads like these. Claiming is easy. Claims management

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companies offering to get your PPI refunds for you. All you have to do

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is sit back and wait for the cheque to arrive. You do know we get a

:02:43.:02:49.

cheque to people in eight weeks on average. Yes, sometimes it only

:02:49.:02:54.

takes ten days. No wonder there are so many ads like these around. Some

:02:54.:02:59.

two million of us were mis-sold PPI by banks and credit companies and

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there is now an estimated �4.5 billion waiting to be reclaimed.

:03:03.:03:08.

That is a lot of money and claims management companies want a cut. In

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return, they say they will do the work for us. But do all of them

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deliver what they promise? I paid �50 to Gladstone Brookes. After a

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couple of weeks, they came back to me and said they couldn't do

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anything with my claim. I told them this was a no win, no fee, so I

:03:26.:03:31.

should be getting the money back. They refused. Many phone calls

:03:31.:03:38.

later, they finally, after a couple of months, gave me the money back.

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They said I would get over �6,500 back. I have not received a penny.

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Lengthy waits, complicated processes, unhappy customers. But

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should they have even used a claims management company at all? If you

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want to make a complaint, it is straightforward. It is something

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that I would advise you can do yourself. There was a period before

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the judicial review where some banks were not dealing with

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complaints fairly. That is now in the past. So customers can be

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confident they will get a fair deal from the banks. All you have to do

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is get in touch with the bank, say you want to make a complaint about

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your Payment Protection Insurance policy. The only thing a claims

:04:22.:04:27.

management company can do is act as a middleman. Contacting your bank

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or the Financial Ombudsman on your behalf. That is it, they can't

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promise to get you anything that you couldn't get if you claimed on

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your own. The Ministry of Justice, which regulates the claims industry,

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forbids companies from telling customers they will get a more

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favourable outcome if they use a claims company rather than the

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Financial Ombudsman Service. But have all the companies been

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sticking to the rules? No. As Watchdog has found out. Our

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researchers made three calls to 12 claims companies, each time posing

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as consumers who thought they had been mis-sold PPI. Hello. I have a

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loan... First, one of the calls we made to Gladstone Brookes Limited.

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They advertise on TV and say they have a 92% success rate in making

:05:14.:05:24.
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PPI claims. What is the benefit of This is untrue. Banks don't pay out

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less to those who make their claim independently and if people are

:05:35.:05:40.

unhappy, they can still appeal to the Financial Ombudsman free of

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charge. Other companies made similar false statements in some of

:05:42.:05:52.
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the calls to them. They included Ismart. And Belmont Thornton:

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People end up losing out by going on their own. As well as the

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company promoted by professional boxing champ Joe Calzaghe.

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success rate is over 90% of claims that we take up. Only a 10% chance?

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Nice claim, pity it is wrong. One company told us we couldn't claim

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on our own unless we had a Ministry of Justice licence. Your Ministry

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of Justice licence, we can obtain you evidence. Do I need that to get

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it back? Exactly! That is untrue. It does make me angry to be frank

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that these customers, many of whom have already suffered from the mis-

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selling of Payment Protection Insurance, are now being often mis-

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sold claims management services as well. Out of the 12 companies we

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called, six broke Ministry of Justice rules on two out of three

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calls by telling our researchers they would get more money or get it

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more quickly if they used the claims company rather than claiming

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on their own. But what about the money they themselves stand to

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make? All of the companies we contacted offer a no win, no fee

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service and charge up to 30% of whatever refund we received. But,

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we fight any claim also wanted some of their fees upfront. The cost for

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us to review your claim will be �24 5. I thought this was no win, no

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fee. The way it works, if you claim would ever be unsuccessful, it is

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refunded to you. Thanks for the offer, but we will pass. Tucan

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Claims Limited also asked for fees up front. Helen Elrick paid them.

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They said it will be about 12 weeks to process, maybe a bit more. We

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thought great. September 09, by Christmas it will be lovely.

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fact, it took them a year to process it. When the �1,548 cheque

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arrived, Tucan Claims didn't send it to Helen, they sent her a bill

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for their 10% fee on top of the �250 she had already paid.

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husband and I said we have got this money, we will send them the cheque,

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which we did. No cheque has arrived. We are still waiting for this

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cheque. I feel as if I have been the one that has been ripped off

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here T there are times when it's got to me. It's been constant.

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far this year alone, the banks have paid out �215 million to people who

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were mis-sold PPI. And all the banks have jointly put aside

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several billion pounds to refund their customers. Some have promised

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to repay eligible customers with no questions asked. Claims management

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companies may want a share but if you are one of those planning to

:08:53.:08:57.

get your money back, the words of the Financial Ombudsman couldn't be

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clearer. My advice, if you want to get the compensation you are due,

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is to try and do it yourself. response, the Ministry of Justice

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says it takes a "zero tolerance" approach and companies that break

:09:11.:09:16.

the rules should be in no doubt they will be closed down.

:09:16.:09:20.

The companies themselves - Gladstone Brookes say based solely

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on the extracts of the calls we have told them about, they have

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potentially breached the regulations. They don't agree they

:09:26.:09:29.

mis-sell their services. They say our calls are not representative of

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the service they give to the vast majority of clients. They do admit

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taking two months to refund Richard Abbot, but they say they have

:09:37.:09:41.

stopped charging upfront fees in March. Tucan Claims says one

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employee did fall short of industry standards. He's been removed from

:09:46.:09:51.

his normal role, disciplined and is undergoing retraining. The case of

:09:51.:10:01.
:10:01.:10:02.

Helen Elrick has now been settled. We Fight Any Claim are fighting

:10:02.:10:12.
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hard to resolve Mary Munro's claims. To comment on that, or any of

:10:16.:10:21.

tonight's stories, e-mail us at [email protected] Or you can text.

:10:21.:10:25.

Start your message with WD. If you want to follow us on Twitter, the

:10:25.:10:35.
:10:35.:10:35.

address is on your screen. Coming up: Ryanair trying to point

:10:35.:10:45.
:10:45.:10:46.

their booking charges. The truth about those cosmetics ads.

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Plum is so 2010. She's had a lot of work done! Clearly a fake. Of

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course, I only read these for the gossip. I need to keep up with

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celeb culture, who is hot, who is not, who is in, who is out. Most

:11:01.:11:11.
:11:11.:11:25.

Yes, celebrity couples. The Mags and tabloids love them. They give

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them pet names, too. It is a good job Sting is too old for Pink. If

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they got together they would be Ping! That is one permutation!

:11:40.:11:50.
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if we were a couple, we would be... If we were a couple! Which we

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aren't! We are both happily married with two kids. OK, darling -

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Darlington, let's go to Darlington! A bit awkward! Yes, it is.

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Darlington is near the home of our rogues tonight, another couple,

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Christopher Wyatt and his wife Catherine Hardwick. They are famous

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for selling reconditioned engines or, according to customers,

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infamous. He bought one of their reconditioned engines but once

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fitted, his cab still wasn't running properly. There is only one

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thing for it. I decided I would ring Christopher Wyatt up and

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suggested he picks the engine up and takes it back and gives us

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another engine. So he promised me a new engine within four days. Four

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days arrived, no engine. A week- and-a-half, no engine. Fourth week,

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I think it was roughly, I said what's happened to this engine? It

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was sent out and it got lost! William never did get his engine.

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He had been dealing with the couple's former company, Head

:13:02.:13:05.

Exchange Limited based in North Yorkshire. He took the company to

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court and won. When he tried to get his money back he was told it had

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folded. I am probably never going to see my money back. It would be

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nice to see him stopped. Well, strong words, but he has lost his

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engine and his money. Dan, though, is less convinced. This could cause

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a domestic. One firm, one engine, it is a snapshot. You want the

:13:31.:13:38.

bigger picture? OK, let's hear from someone in Lancashire. Me and my

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big mouth! Yeah, that will teach him to argue. 250 miles away,

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Nicola Oaten has been dealing with Complete Engine Solutions Ltd. She

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sent them her broken VW Golf engine to be exchanged for a reconditioned

:13:56.:14:00.

one, but when her local garage tried to fit it... It was

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discovered the engine didn't work, it had to come back out and be

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taken to pieces and then they found that it was my original engine.

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They had spray-painted parts of it to look new and filled my oil pump

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full of Vaseline so it would never work. Complete Engine Solutions,

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which has customers all over the UK, lists a Christopher Chilton as its

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director, but it is based half a mile away from Head Exchange

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Limited. And the man who says he is in charge is Christopher Wyatt, yes

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the male half of our celebrity couple! OK, I get the bigger

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picture. You sure? I have other cases. We have Wigan,

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:14:55.:15:26.

Cambridgeshire... Point taken. Everything OK? Yeah. Yeah. He sends

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his love. Is that it? They come up with the

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goods. A 1.4VW Golf, sweet runner, mint condition. Once we have

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finished with it, though, it will need a re-conditioned engine. Don't

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know what that involves? Have no fear. Our car expert is here.

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A re-conditioned engine, what does it mean? It needs to be stripped

:15:57.:16:03.

out, cleaned, every item checked to see if the item is servicable. A

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typical job is the cylinder bore. You take the cylinder block,

:16:07.:16:14.

examine the bores, if they are scored, worn out, then it would be

:16:14.:16:19.

re-bored to a larger diameter, it would be honed and new pist ons

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fitted. Pist ons and another pist on.

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Obviously with rings as well. Piston rings! That would be very,

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very nice. That's the way it should be done.

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That is part of the job? That is fairly essential and basic in any

:16:38.:16:43.

reconditioning job. Got it? It can be worth it. Don

:16:44.:16:49.

properly your engine can be as good as new. Any way, for our Golf to

:16:49.:16:54.

knead a re-conditioned engine, we need to do serious damage to it.

:16:54.:17:00.

John is our man. He drains the life blood from our car, without oil it

:17:00.:17:05.

seizes up and dies. A few revs and it is broken. Now we need to pour

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the oil back, so it does not look like we have sabotaged the car.

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Goodbye my engine, what have I done? We then book it in to

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Complete Engine Solutions where we meet Christopher Wyatt and

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Katherine Hardwick. Lisa says she is looking for a re-

:17:29.:17:32.

conditioned engine. Is it really what they do? We are about to find

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out. 7 And how are we going to do that? Well, we might have taken the

:17:39.:17:43.

engine oil out, but we put something else in.

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A camera is hidden under the bonnet. It will be beaming back pictures a

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little layer. Rain air, buying tickets with a

:17:52.:17:58.

credit card or debit card, it charges �6. So for a family of four

:17:58.:18:03.

on return flights to Spain they pay an extra �48.

:18:03.:18:08.

Ryanair allowed you to avoid the charges if you paid with a visa

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electron card, then they changed the rules and said you needed a

:18:15.:18:19.

pre-paid MasterCard. Now another hoop, Martin Lewis is to explain

:18:19.:18:24.

what they are up to. What are they up to? You have to admire the

:18:24.:18:28.

hutzpah of what they are doing. Coming October, they are to launch

:18:28.:18:32.

their own Ryanair branded pre-paid MasterCard. Then in November,

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unless you pay with their own pre- paid MasterCard, you are charged

:18:38.:18:44.

the �12 per person return. So pay with a card that is not theirs, an

:18:45.:18:50.

electron or debit card, it is �12 return. Had they done this and

:18:51.:18:56.

allowed the old pre-paid MasterCard to be free, I would say it is an

:18:56.:18:59.

improvement, but without Ryanair's name on the door, you have to pay

:18:59.:19:04.

to come in. So, if you have been a Ryanair

:19:04.:19:07.

customer, you have been through two credit cards or you could be

:19:07.:19:12.

booking to go next week, you will not get the card in time?

:19:12.:19:16.

system has not started yet. It is starting in October, but you have

:19:16.:19:20.

to get another card. This could be the third different card.

:19:21.:19:28.

Why are they doing this? What is in it for them? But, we assume that

:19:28.:19:32.

one is presuming that tkpwhet money back for their own card.

:19:32.:19:37.

You have said it yourself, �48 per family, it takes ten people not to

:19:37.:19:42.

do that, that is �480, it is a huge amount of money. It cuts

:19:42.:19:45.

competition, the choice of getting other cards.

:19:45.:19:50.

What about the card for other uses? Well, these cards are generally

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used for those who cannot get other forms of plastic or foreign

:19:55.:19:59.

exchange transactions as they are cheap. This card is not out. I have

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not seen the full terms, I cannot tell you if it is cheap to use or

:20:05.:20:08.

not. You should say that there are no

:20:08.:20:14.

booking charges? Well, if pri in charge, but what I have said, I

:20:14.:20:18.

have been supporting a Which? Superclaint. It has been said that

:20:18.:20:24.

the charges must be transparent. It has said that the debit card price

:20:24.:20:28.

is the price advertised, but it does not have the power to make

:20:28.:20:32.

that happen. The Government must do so, but they are not doing anything.

:20:32.:20:38.

So, to levy the �12skharpblgs that should be in the main -- the �12

:20:38.:20:41.

charges, that should anybody the main price.

:20:41.:20:48.

Can we hope that they change it? hope that they have tweaked the

:20:48.:20:55.

nipples of consumers a little too far. For those watching in

:20:55.:20:58.

Westminster, foreheaven's sake, do something.

:20:58.:21:03.

Now, Ryanair have told us that they have moved from the visa electron

:21:03.:21:07.

and master pre-paid following criticism that the cards were hard

:21:07.:21:11.

to get hold of. The new one will be available through the website. So

:21:11.:21:17.

everyone can use it as soon as they are registered. The one-off charge,

:21:17.:21:21.

will be refunded with a Ryanair voucher. They insist that the cost

:21:21.:21:28.

is not a booking fee, but an admin charge! Next, Lancome and

:21:28.:21:32.

Maybelline, in July, the Advertising Standards Authority

:21:32.:21:39.

banned two of their adds, saying that the models, Julia Roberts had

:21:39.:21:44.

been airbrushed, but cosmetic companies continue to use images

:21:44.:21:51.

altered, touched up or enhanced. How-do they get away with it? Jo

:21:51.:21:54.

Swinson has a personal report for watchdog.

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We all know the story by now, this becomes this... These become this...

:22:00.:22:06.

This is made longer... This fuller... That thinner... And those,

:22:06.:22:12.

well, those disappear all together. Flawless models, glossy-haired

:22:12.:22:16.

celebrities, even politicians, are not immune.

:22:16.:22:20.

Mr Speaker, I think that I should start by saying that he looks very

:22:20.:22:26.

different from the poster that we see out there! Three years ago, my

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party asked me to chair a working group to find out what matters to

:22:30.:22:35.

British women today. One of the things I was surprised that came up

:22:35.:22:38.

was body confidence or the lack of it. It concerned everyone, men as

:22:39.:22:43.

well as women. Unattainable images of perfection were part of the

:22:43.:22:49.

problem. My team and I started to take a closer look.

:22:49.:22:55.

The first add that was complained about that got 700 complaints was

:22:55.:23:02.

this Twiggy advert for anti-wrinkle cream. The Advertising Standardz

:23:02.:23:07.

Authority upheld the complaint, after finding out that this add was

:23:07.:23:13.

made with retouching. Since then, the cosmetic companies have found

:23:13.:23:19.

that they can get around the rules by using disclaimers.

:23:19.:23:29.
:23:29.:23:30.

We have this one, Eva Longora, with these ridiculous lashes, they look

:23:30.:23:37.

like fur on the ends of her eyelashes, it is not realistic.

:23:38.:23:43.

And at the bottom, enhanced production. Pick up any woman's

:23:43.:23:49.

magazine and you see the similar disclaimers. Here, her hair colour

:23:49.:23:55.

looks great, but how was it achieved? By using the product on

:23:55.:23:59.

her alright lightened hair and extensions.

:23:59.:24:06.

Then, want lashes like Beale, well, look underneath, enhanced in post

:24:06.:24:13.

pro duk. New guidelines from the Committee for Advertising Practise

:24:13.:24:18.

permit the use of fake hair extensions as long as tus does not

:24:18.:24:22.

misrepresent what the product does, so they can use the enhancement

:24:22.:24:26.

techniques, but it depends on how far that they go.

:24:26.:24:32.

These are the beforehand images. Looking lovely.

:24:32.:24:38.

If I move the image on top a cross, you see the rehad touched image of

:24:38.:24:40.

her. You can see for yourself.

:24:40.:24:46.

Yes, it looks quite scary actually. What I noticed initially, is that

:24:46.:24:51.

you have done things around the eyes, but I had not noticed you

:24:51.:24:55.

made the mouth bigger. I wonder how much people are aware at that those

:24:55.:25:00.

changes are going on. How routine is that? This retouching has been

:25:00.:25:05.

around as long as photograph has been. It has been since the advent

:25:05.:25:09.

of computers that it is more acceptible, more affordable and

:25:09.:25:12.

quicker. Retouching is easier and common

:25:13.:25:17.

place, but remember, the companies still have to show what the product

:25:17.:25:20.

does. I am not sure that is always the case.

:25:20.:25:25.

This one caught my eye because even if you had a lot of lights on this

:25:25.:25:31.

picture, I wonder if they have gone in with the White House and the

:25:31.:25:36.

graphic suite and added shine to her hair? It does not seem like

:25:36.:25:39.

normal hair. If we make a complaint, the company

:25:39.:25:44.

can come forward, if they have the original undoctored image to show

:25:44.:25:50.

how it looked then fair enough. But I don't have to pursue the

:25:50.:25:57.

complaint. When watchdog contacted Wella about the add, they admitted

:25:57.:26:01.

post production enhancement. They said it was produced before the new

:26:01.:26:06.

guidelines, prok tor and gamble have decided not to use it in the

:26:06.:26:14.

future. Meanwhile, other enhanced and unrealistic adds abound.

:26:14.:26:18.

I believe that sthre a negative effect on our body image, but some

:26:18.:26:22.

disagree. I think that the British public are

:26:22.:26:26.

not sucked into airbrushing. Everyone knows that mascara will

:26:26.:26:33.

not make your lashes grow by a few inches, but I think that we want to

:26:33.:26:35.

look at pictures that make us look good.

:26:36.:26:41.

Some of the images are putting pressure on people. I think that is

:26:41.:26:44.

something that the advertising agencies are playing on people. I'm

:26:44.:26:47.

not sure it is a healthy thing in society.

:26:47.:26:51.

True, but it is a business, they are to use anything that they can

:26:51.:26:55.

to sell their products, a new angle, something to break through the

:26:55.:26:59.

thousands and the millions of products that are out there to grab

:26:59.:27:04.

the consumers attention. What does the average consumer

:27:04.:27:11.

think? Boots have done away with airbrushed models, do the people

:27:11.:27:17.

prefer their images to the enhanced ones. Time for some testing. There

:27:17.:27:21.

are two mascara products, which do you prefer and would you be more

:27:21.:27:28.

likely to buy and why? Probably this one it is more natural. That

:27:28.:27:36.

one is too fake. Unrealistic. Probably the No7 one. To me it

:27:36.:27:40.

looks like, I don't know, she looks more natural. That is obviously

:27:40.:27:45.

fake. That would be the better one. Boots are not alone when it comes

:27:45.:27:50.

to using natural images in their advertising campaigns. Debenhams

:27:50.:27:55.

have done it too, but I want to see all companies moving away from the

:27:55.:28:00.

impossible images of beauty that they currently rely on to sell

:28:00.:28:04.

their products. With one in four people feeling depressed about

:28:04.:28:09.

their body, is it not time to stop the distortions and is it not time

:28:09.:28:12.

that the advertising authorities came down on them harder? Well,

:28:12.:28:16.

with me is Lynsay Taffe from the Advertising Standardz Authority.

:28:17.:28:24.

You are there -- you are in charge. You have to clear up the confusion.

:28:24.:28:28.

If I saw something that Julia Roberts was advertising, I would

:28:28.:28:34.

not think that I would look like Julia Roberts, but if I saw an add

:28:34.:28:40.

on mascara with all of those lashes, I would think that I would look

:28:40.:28:47.

like that picture. That is why there are new guidance measures. As

:28:47.:28:51.

we have said when there was a problem with the Julia Roberts add,

:28:51.:28:56.

they know that they can't look like Julia Roberts but they want Julia

:28:56.:29:03.

Roberts to look like Julia Roberts. But looking at the small print,

:29:03.:29:07.

eyes styled with insets, and enhanced prost production, so they

:29:08.:29:13.

are not all of her eyelashes, and in your guidelines, you say that

:29:13.:29:21.

the false eyelashes cannot be more than replacing the damage s --

:29:21.:29:28.

damaged ones of Eva Longoria? have contacted the advertiser to

:29:28.:29:34.

have that add removed so adds like that shall not be appearing and

:29:34.:29:38.

disclaimers that contradict the add cannot be used.

:29:38.:29:45.

So, that add is out now? Yes. How about Gw yen? This preference

:29:45.:29:48.

that changes the colour of your hair, in the small print it says

:29:49.:29:54.

that the colour was achieved after she had had her hair lightened and

:29:54.:29:57.

extensions? What I cannot do, I have not seen that add, what I

:29:57.:30:03.

cannot do is a trial by TV, but we will look into it if the add is

:30:03.:30:06.

still running. Advertise eers cannot mislead about the capability

:30:06.:30:12.

of the product. It must be an effect we can achieve at home.

:30:12.:30:18.

Would you, for example, what do you think, would that pass, that she

:30:18.:30:22.

has had colour in her hair before she put on the product? We have

:30:22.:30:27.

lots of rulings with we have shown where an advertiser has presented a

:30:27.:30:32.

product that is misleading either by using false eyelashes or

:30:32.:30:37.

extensions the same you would do you with a -- do with a floor

:30:37.:30:40.

cleaner. But are the companies pushing the

:30:40.:30:45.

boundaries? They are showing the product in the best possible light.

:30:45.:30:49.

When they go too far and mislead about it, we are here to step in.

:30:49.:30:59.
:30:59.:31:03.

L'Oreal told us all their current ads meet the guidelines.

:31:03.:31:11.

They add Cheryl Cole was not required to wear hair extensions in

:31:11.:31:15.

their Elvive ad. They also told us they reject the notion that images

:31:15.:31:21.

in beauty advertising contribute to low self-esteem and Revlon, whose

:31:21.:31:25.

ad featuring Jessica Beale, they say they are always complying with

:31:25.:31:28.

advertising codes, laws and regulations and will continue to do

:31:28.:31:34.

so, the same with Rimmel. Coming up: Haven, 18 minutes to

:31:34.:31:39.

clean a caravan kitchen. Can it be done? Tesco - this ad shows pigs

:31:39.:31:46.

free to roam. Bit of a porky? Back to Complete Engine Solutions

:31:46.:31:52.

now. They confused one of our viewers. They promised her a

:31:52.:32:00.

reconditioned engine. They gave her the old one back instead, botched

:32:00.:32:04.

and painted to look new. What will happen when we give them our car?

:32:04.:32:07.

Before putting it in, we had to sabotage it, running the engine

:32:07.:32:14.

without oil led to a total engine seizure. It also caused a few tears

:32:14.:32:20.

among the production team who had grown very fond of it. Cheer up, it

:32:20.:32:27.

is in good hands, Complete Engine Solutions Limited. They probably

:32:27.:32:32.

feel the same way about VW Golf's with 1.4 litre petrol engines.

:32:32.:32:42.
:32:42.:32:43.

Or maybe they don't. Sorry about the picture quality, by the way.

:32:43.:32:50.

You are watching the BBC, that's Blurry Bonnet Camera! They have had

:32:50.:33:00.
:33:00.:33:18.

a poke around so it is time to call I think probably for safety go for

:33:18.:33:22.

the engine to be honest. How much would that cost to get a

:33:22.:33:32.
:33:32.:33:33.

That's to get reconditioned engine put in and installed. OK. That

:33:33.:33:38.

couldn't be clearer. We have asked for a reconditioned engine, they

:33:38.:33:41.

have charged us accordingly, they also say they have one in stock

:33:41.:33:46.

ready to be fitted. All we need now is the mechanic. He is bound to be

:33:46.:33:52.

good. I mean, reconditioned engines good. I mean, reconditioned engines

:33:52.:34:02.
:34:02.:34:17.

it may help explain why getting the car back takes rather longer than

:34:17.:34:22.

we first thought. I wanted to check whether it's available to be picked

:34:22.:34:32.
:34:32.:34:46.

up tomorrow. Would we be able to Finally, 13 days after we put the

:34:46.:34:54.

car in... Fantastic! Yes, it will be fantastic, if they had done what

:34:54.:34:59.

they have been paid for, supplying our Golf with a replacement

:34:59.:35:03.

reconditioned engine. The early signs are promising. They give us a

:35:03.:35:10.

guarantee, the engine is good for 50,000 miles. What's this? Sounds

:35:10.:35:14.

like it isn't a replacement, reconditioned engine. They have

:35:14.:35:19.

given us our old one back. Which would be OK, if they had done

:35:19.:35:23.

everything necessary to recondition it, so have they? Over to you, John,

:35:23.:35:33.
:35:33.:35:39.

who is going all CSI on us. Yes, he is a car scam investigator. Of

:35:39.:35:44.

course, this isn't CSI: Miami. If it was, John would be taking his

:35:44.:35:47.

shades off, putting them back on again, taking them off, then

:35:47.:35:51.

putting them back on again. Taking them off, putting them back on

:35:51.:36:01.
:36:01.:36:09.

again. And taking them off... OK, what's the evidence? Here he comes.

:36:09.:36:19.
:36:19.:36:41.

dragging a bit. Yeah. Hi, John. Take us through them, one by one.

:36:41.:36:48.

What did they do This had seized. What they have done is they have

:36:48.:36:54.

had a go at cleaning it up. These lobes here, which are damaged,

:36:54.:36:59.

nothing's happened to those. This camshaft should have been replaced

:36:59.:37:07.

with a good, serviceable one. Piston! Yeah. They have reused it.

:37:07.:37:10.

It is a very borderline case, not particularly good. They have

:37:10.:37:17.

cleaned out the grooves, they have put new piston rings in. It it

:37:17.:37:22.

would have just about done. What is the point? The cylinder bores were

:37:22.:37:27.

scored. The sin Lin der block needed to be bored out and new --

:37:27.:37:32.

cylinder block needed to be bored out and new pistons put in? Yeah.

:37:32.:37:36.

That was the basic minimum. John shows us another of the pistons.

:37:36.:37:41.

This one's been taken from a different car. It's gouged around

:37:41.:37:46.

the edges and not serviceable. Then there is the camshaft carrier. They

:37:46.:37:55.

have just cleaned it. I will go on in a moment! We have paid for a

:37:55.:38:00.

reconditioned engine, John. What have we got? What you have got fell

:38:00.:38:03.

far short of a reconditioned engine. The engine was cobbled-together to

:38:03.:38:08.

get it going again, nothing more than that. Right. Moment over. What

:38:08.:38:15.

did we get after paying �1,698 for a reconditioned engine? Well, old

:38:15.:38:20.

spark plugs, should have been replaced, camshaft carrier, should

:38:20.:38:28.

have been scrapped, damaged camshaft, cylinder not rebored,

:38:28.:38:35.

damaged battery, battered piston, mystery metal, wrong bolts, no

:38:35.:38:42.

coolant and they didn't clean up after themselves. A massive bodged

:38:42.:38:46.

job and a car that won't get anywhere near the 50,000 miles

:38:46.:38:55.

promised. The pistons is wonky, I'm wearing my Dimbleby pants! It is

:38:55.:39:00.

Question Time! Yes, it is a special edition tonight. Instead of five

:39:00.:39:04.

guests, just the one, Christopher Wyatt. Anyanswers from him? Find

:39:04.:39:08.

Wyatt. Anyanswers from him? Find out in ten minutes. A quick update

:39:08.:39:17.

on your texts and e-mails. A few of you getting in touch about claim

:39:17.:39:23.

management companies. Some of you are getting calls with pre-recorded

:39:23.:39:32.

announcements. "Like us we have had a better chance of a refund if we

:39:32.:39:37.

go through a company" which is of course untrue. We are still getting

:39:37.:39:41.

e-mails about rising energy bills. Last week we said E.ON was

:39:41.:39:45.

frontloading its gas bills, that is charging more for the first set of

:39:45.:39:49.

units used so those consuming the least were being hit with a bigger

:39:49.:39:52.

percentage increase. In fact, it is only a small number of customers,

:39:52.:39:57.

those on the Go Green tariff who are affected. The majority, on

:39:57.:40:02.

E.ON's standard tariffs, are not. Next Haven, no stranger to Watchdog.

:40:02.:40:06.

Last year our undercover researchers looked at caravans in

:40:06.:40:10.

three of their parks. Sorry if you are eating. It is covered in

:40:10.:40:20.
:40:20.:40:22.

staining. Oh! That is disgusting. Not nice. Haven promised to clean

:40:22.:40:27.

up their act. Have they? Time to find out. How Clean Is Your Haven

:40:27.:40:34.

Caravan? Well, if this year's ads are anything to go by, Haven's

:40:34.:40:38.

camps look like great places to stay. More than two million of you

:40:38.:40:41.

are choosing to holiday with them. Are the cleaning staff struggling

:40:41.:40:50.

to keep up? You see, we are still getting reports from unhappy

:40:50.:40:56.

campers at Haven. Take the Hunt family from Bolton who sent us

:40:56.:41:04.

these snaps of scummy taps and grit in the shower. All this in a so-

:41:04.:41:08.

called deluxe caravan. We have also had these photos in from familys

:41:08.:41:17.

who stayed at Haven's Devon Cliffs Camp. Despite the promise to clean

:41:17.:41:20.

up, it looks like there may still be a problem. Is it any wonder when

:41:20.:41:24.

according to a cleaning supervisor at one of Haven's parks the staff

:41:24.:41:29.

are simply not given enough time to do their jobs properly. She agreed

:41:30.:41:35.

to speak to us anonymously. We have a very tight schedule. We are given

:41:35.:41:39.

from 10.00 to 4.00 to do our jobs. In these six hours, we have to

:41:39.:41:43.

clean five caravans sometimes. We all cut corners. We have to do to

:41:43.:41:49.

get the caravans ready for the time they are required. The handbook

:41:49.:41:52.

Haven gave to her lists the procedures all cleaning staff must

:41:52.:41:57.

follow, along with guide times for each section of the accommodation.

:41:57.:42:03.

Ten minutes to make five beds. 18 minutes to clean the kitchen from

:42:03.:42:08.

top to bottom. A lot of the pots get left. Don't clean the cupboards

:42:08.:42:12.

out. Don't clean anything properly in all honesty because there isn't

:42:12.:42:18.

enough time. In all, the staff are given 64 minutes to clean each

:42:18.:42:22.

caravan thoroughly. Doesn't sound possible to me. But then again I am

:42:22.:42:26.

no expert. So... If we are going to put the Haven time limits to the

:42:26.:42:30.

test, we are going to need an expert. We are going to need

:42:30.:42:34.

someone who could tackle the filthyest caravan, a champion grime

:42:34.:42:44.

Buster, any thoughts? Hello, luvvies. Of course. We snuck her

:42:44.:42:49.

into one of the parks our researchers visited last year.

:42:49.:42:52.

First impressions? You don't walk in and think fresh and clean, you

:42:52.:42:58.

think a mop was dragged over the place. This is a typical eight-

:42:58.:43:03.

berth caravan that Haven cleaners are expected to have spick-and-span

:43:03.:43:08.

in 64 minutes. You see, it is a smell of unclean. These are the

:43:08.:43:15.

exact same cleaning products y used by Haven staff. -- used by haiv hey

:43:15.:43:21.

staff. Our crew get to work with a spot of untidying. It is only fair

:43:21.:43:25.

that Kim has to tackle the same level of grime as your average

:43:25.:43:35.

Haven cleaner. Right. On with the gloves. Let's see how long this

:43:35.:43:41.

will take me. Start the clock! Kim's got 64 minutes to clean the

:43:41.:43:46.

whole caravan. First up, the pre- clean. She's got to turn down the

:43:46.:43:51.

fridge and leave it to air, open all the windows, spray de-greaser

:43:51.:43:55.

on the grill pan, bleach the toilet, spray the bathroom walls and put

:43:55.:44:00.

the stain remover on any conspicuous stains. All this in one

:44:00.:44:07.

minute. She better get moving! Next, the kitchen. 18 minutes to scrub it

:44:07.:44:12.

from top to bottom. In that time, I have to clean the cupboards, the

:44:12.:44:17.

toaster, the kettle, the fridge freezer - I better get going!

:44:17.:44:23.

Ridiculous! 35 minutes in, and Kim hasn't started on the bathroom. Or

:44:23.:44:29.

don't know what the heck I'm doing. The handbook allows seven minutes

:44:29.:44:39.
:44:39.:44:42.

to tackle the lounge. And don't forget the vacuuming. We want max!

:44:42.:44:46.

Time's up. I have cleaned for 64 minutes. I haven't got to make the

:44:46.:44:49.

beds up yet. Things I half did because I wouldn't have had the

:44:49.:44:55.

time. I worked so hard. I'm hear to tell you that to get this place

:44:55.:45:02.

spotless, as people who pay for it should find it spotless, 64 minutes

:45:02.:45:06.

is a farce! As well as cleaning against the clock, staff are

:45:06.:45:11.

expected to complete a set of health and safety checks, in just

:45:11.:45:16.

60 seconds. Not possible, says our whistleblower. What about Kim?

:45:16.:45:20.

have one minute to do my health and safety. You read how many things I

:45:20.:45:24.

have got to do. No, here we are. This should take one minute. I mean,

:45:24.:45:28.

one minute for all of them! checks include testing the smoke

:45:28.:45:32.

alarms, switching off the fires, and sanitising the door handles and

:45:32.:45:37.

light switches. You are not able to do all the health and safety in one

:45:37.:45:41.

minute. It's so ridiculous, I don't know what to say. I'm never stuck

:45:41.:45:49.

for words! Madness! Delia did have a few words to say when we showed

:45:49.:45:55.

her the handbook. In an ideal world, where families are leaving these

:45:55.:45:58.

caravans spotless, the timings as given would be OK. They are lean,

:45:58.:46:08.
:46:08.:46:10.

but they are OK. We don't live in The pre-clean is supposed to be

:46:10.:46:13.

done in one minute. That is not possible. My opinion is that it

:46:13.:46:19.

would be at least ten minutes. 18 minutes for a hygienic clean of

:46:20.:46:25.

a kitchen is really not sufficient. The health and safety checks after

:46:25.:46:31.

the completion of the clean are crucial, therefore a minute is not

:46:31.:46:35.

sufficient time. I would be liking at a minimum of six minutes for

:46:35.:46:39.

that to be done. So, the cleaning procedures for

:46:39.:46:43.

Haven's caravans are looking good on paper, but in reality, well,

:46:43.:46:50.

Kim? If a caravan were like this, you, Haven can clean in 64 minutes,

:46:50.:46:56.

I will show my bare bum outside of Buckingham Palace! That is all I

:46:56.:47:00.

can say. Well, that is exciting. No, sir

:47:00.:47:03.

perhaps as exciting as your pink shorts, the ones that we saw last

:47:03.:47:09.

week? Yes, again, I have only one pair. They did match Kim's gloves.

:47:09.:47:12.

We will have a whip around. Thank you very much.

:47:12.:47:16.

Do you always have pink with flowers on? Yes.

:47:16.:47:22.

Back to Haven? They have spent over �27 million on new caravans this

:47:22.:47:29.

year. Plus, a further �2 million transforming cleaning services and

:47:29.:47:35.

upgrading caravans. There has been a 10.6% improvement and 10% more

:47:35.:47:38.

holiday-makers would recommend them to family and friends.

:47:38.:47:44.

OK. The 64 minutes to clean a caravan? That is mist leading. It

:47:44.:47:49.

is an optimum time and it is flexible. They arrived at the

:47:49.:47:53.

figure after an independent time and motion study using different

:47:53.:47:58.

caravans with their own trained and experienced clearance. Their own

:47:58.:48:03.

training video shows one caravan being cleaned in 64 minutes.

:48:03.:48:08.

Great. Thank you to all who has been in touch with the story. Here

:48:08.:48:14.

are a few more. Pork sausages, tasty, the add for Tesco's

:48:14.:48:18.

Butcher's Choice range is mist leading.Ed Avertising Standards

:48:18.:48:22.

Authority banned it, after it said that these animals were reared in

:48:23.:48:25.

an unrestricted environment. They do look it.

:48:25.:48:30.

But, as Pinky may have said to Perky, life is not like that not

:48:30.:48:34.

for these, any way it turns out that some of the pigs are reared

:48:34.:48:39.

outside, but then kept inside once they are weaned at just 28 days old.

:48:39.:48:46.

26ow says it is baffled by the ruling. That its pigs enjoy world-

:48:46.:48:53.

class standards of welfare, before being turned into sausages, that is.

:48:53.:48:58.

Bought any botles of the new cider from Stella Artois? Trouble could

:48:58.:49:04.

be brewing inside your fridge. More than a quarter of a million "Cee-

:49:04.:49:09.

dre" bottles are being recalled after customers reported theirs

:49:09.:49:14.

exploded without a warning. It has been said that only a small number

:49:14.:49:22.

6 bottles are afecked. Their all in a small size and sold individually

:49:22.:49:27.

or in packs of 12. Drinkers have been warned not to consume the

:49:27.:49:33.

bottles and urged to wear gloves and goggles before handling them.

:49:33.:49:37.

Stella Artois, "Cee-dre", it certainly has a kick in it.

:49:37.:49:42.

Check out your holiday in advance? Don't take the online reviews too

:49:42.:49:46.

seriously. TripAdvisor has been accused of publishing fake,

:49:46.:49:52.

critical comments about hotels and resorts. In a move it claims is un-

:49:52.:49:56.

related it has changed the slowing an on its hotel pages from "Reviews

:49:56.:50:00.

you can Trust" to "Reviews from our Community". Meanwhile, Low Cost

:50:00.:50:06.

Holidays is asking customers to write nice comments about them on

:50:06.:50:10.

the Review Centre website, there is even �25 in it for you. Low Cost

:50:10.:50:14.

Holidays say that the money is a thank you for booking with them and

:50:14.:50:18.

sharing 306 reviews with others. Meanwhile, of course, we will keep

:50:18.:50:25.

an eye out for negative reviews about them.

:50:25.:50:30.

Time for a final visit to Complete Engine Solutions. The North

:50:30.:50:34.

Yorkshire-based company, taking payment for re-conditioned car

:50:34.:50:38.

engines, but who then give them back without doing the proper work.

:50:38.:50:48.
:50:48.:50:49.

They have botched the engine on our car too, and it took them 13 days,.

:50:49.:50:54.

-- unluck you for us, even unlucker for them.

:50:54.:50:59.

We are back to see Complete Engine Solutions.

:50:59.:51:02.

Christopher Wyatt is used to compliants from unhappy customers,

:51:02.:51:06.

so this visit should not worry him, but what he does not know is that

:51:06.:51:10.

we have an extra resource that most customers don't have at their

:51:10.:51:20.
:51:20.:51:28.

He's also in for another surprise... Because unlike most customers, Lisa

:51:28.:51:38.
:51:38.:51:38.

Apology for the loss of subtitles for 48 seconds

:51:38.:52:27.

knows everything there is to know Yeah, whatever. We used to have an

:52:27.:52:31.

operator to take calls like this, but in the tough economic times, it

:52:32.:52:41.
:52:42.:52:43.

is all about multi-tasking. Do you want the Portuguese one or

:52:43.:52:48.

the chinless one? Not the Portuguese one! I will get the

:52:48.:52:55.

other one for are you. He will be with you in a short moment.

:52:55.:52:59.

An extremely short moment, as it happens, I am parked outside, that

:52:59.:53:04.

comes as a shock to Christopher Wyatt.

:53:04.:53:10.

Hi, Chris, the thing is, of course, you are likely to get unhappy

:53:10.:53:15.

customers like this if you esend out wonky engines that you claim

:53:15.:53:19.

are reconditioned but when they are just our engines that you have done

:53:19.:53:22.

the bare minimum work on and you have put back in our car with a

:53:23.:53:28.

piston that is used, and does not really suit the car it is non-

:53:28.:53:33.

servicable. If you are doing that, it is no wonder that there are

:53:33.:53:38.

unhappy customers coming out of the woodwork. They were not typical

:53:38.:53:40.

customers, they are part of our team.

:53:40.:53:47.

What do you allege that we have done to the engine, it is engine

:53:47.:53:51.

yearingly perfect. No, it is not. What you promised us

:53:51.:53:56.

and what we paid for is a reconditioned engine. You said you

:53:56.:54:02.

had 13 up on the rack. You took our engine out, you got it to a level

:54:02.:54:08.

where there was the bare minimum of work to be done. You fitted a pist

:54:08.:54:16.

on and a couple of little things but charged us as if it were a

:54:16.:54:21.

reconditioned engine. We have given you 50,000 miles on

:54:21.:54:23.

the engine. Do you know what happens with this situation? You

:54:24.:54:28.

fob them off. We have so many customers that are saying that has

:54:28.:54:31.

happened. At the end of the day, quality and

:54:31.:54:36.

price. At the end of the day you can pay �6,000 for an engine or pay

:54:37.:54:43.

�2,000. You cannot expect both engines to do the same job.

:54:43.:54:49.

People expect an engine that is reconditioned or you have

:54:49.:54:52.

reconditioned it. That is not what has happened. You have said one

:54:52.:54:55.

thing and done another. It is not about the price.

:54:55.:54:59.

At the end of the day the vehicle came not working. We got it back

:54:59.:55:03.

working. As far as I'm concerned we have done what we agreed with them

:55:03.:55:09.

what we were going to do. No you did not. You agreed to fit a

:55:09.:55:12.

reconditioned engine. That must be to a certain specification. The

:55:12.:55:16.

ones you are sending out on the evidence we have seen does not fit

:55:16.:55:20.

the bill. I disagree.

:55:20.:55:25.

He disagrees with all of our allegations and continued to deny

:55:25.:55:28.

wrongdoing. OK. I respect the show, I respect

:55:28.:55:31.

what you do, but you have picked the wrong man.

:55:31.:55:37.

No, Chris, we have the right man. We have some happy customers.

:55:37.:55:42.

We have a lot of happy customers. We have the engine, we have seen

:55:42.:55:47.

what you do. You say one thing, promise one thing, charge for it,

:55:47.:55:53.

and doing something else, that is a Rogue Traders, that is what you are.

:55:53.:55:59.

I disagree entirely. Can you leave. Yes, no problem. Just in case he is

:55:59.:56:02.

thinking of re-branding here, you know, coming up with a different

:56:03.:56:12.
:56:13.:56:25.

name, we have a suggestion. High winds in Darlington! Yeah, it

:56:25.:56:30.

kind of worked. We have received a statement from the company, they

:56:30.:56:33.

say that Haed Exchange Limited was dissolved some time ago, it has

:56:33.:56:37.

nothing to do with Complete Engine Solutions, it should not be

:56:37.:56:41.

confused with any company of a similar name. They did not comment

:56:41.:56:47.

on the majority of our allegations but offered Nicola a replacement

:56:47.:56:51.

reconditioned engine. They is a that our conduct and the tenor of

:56:51.:56:55.

our letter was designed to make good television. Thank you.

:56:55.:57:00.

Meanwhile, Christopher Wyatt you become the latest face on our

:57:00.:57:04.

Rogues' Gallery. OK. Just a few more texts and e-

:57:04.:57:08.

mails before we go. Here is one about the airbrushed

:57:08.:57:15.

models in the cosmetic adds. Kelsey says that enhanced images in

:57:15.:57:18.

magazines are to blame for young girls have a negative body image.

:57:18.:57:23.

It is so wrong, they do not realise that the images are fake.

:57:23.:57:28.

It appears I have started something. Chris, finally, some viewers

:57:28.:57:32.

including Ross and Gareth say that they are wearing their Dimbleby

:57:32.:57:37.

pants. I don't even know what Dimbleby pants are? Paxman pants, I

:57:37.:57:43.

know what they are! Keep sending your stories and tip-office.

:57:43.:57:52.

Go to the website: Or write to us: -- tip-office.

:57:52.:57:57.

Coming up next week: Rocketing energy bills, if you are tempted to

:57:57.:58:02.

swap to solar panel, be careful. Travelodge, look what some of the

:58:02.:58:07.

Anne Robinson and the team take a look at the companies offering to handle PPI claims - are bank customers in danger of being fleeced a second time? Plus the cosmetic ad claims that do not stand up, and a visit to some filthy holiday apartments.


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