:00:10. > :00:15.They DVLA, you cannot win. The Xbox, you cannot play. Tesco, it can't
:00:15. > :00:20.count. Plus Aviva, Ryanair, Barclays and Love Film? You will
:00:20. > :00:30.not like their sales matters. It is Watchdog, the programme you cannot
:00:30. > :00:45.
:00:45. > :00:49.Hello, good evening, welcome to Watchdog live as usual from
:00:50. > :00:54.Television Centre. Tonight, the DVLA threatening drivers with
:00:54. > :00:59.penalties and bailiffs. Want to appeal? You will be looking.
:00:59. > :01:05.expression was, I'm sorry, we have given you a fixed penalty, pay up
:01:05. > :01:09.or else. I felt as if I had been ripped off. Also, Microsoft says it
:01:10. > :01:15.is infallible, so why is it making a pig's ear of the Xbox Live
:01:15. > :01:19.service? Motorola claims this smartphone is life-proof. Tell that
:01:19. > :01:23.to owners whose handsets have smashed. And Love Film are signing
:01:23. > :01:31.you up to move the rental deals, they need to change the script.
:01:31. > :01:41.Here is a film I love, Royal Navy. It has a great influence on my work.
:01:41. > :01:48.
:01:48. > :01:52.If you do try to convince people that pipes are full of scales,
:01:52. > :01:57.don't be surprised if you find some down there along with fines and
:01:57. > :02:02.bills. We are swimming with the big fish tonight, First Active Drainage
:02:02. > :02:06.Limited. We have put the bait on the hook, will they buy it?
:02:06. > :02:11.First, the DVLA issuing penalties, threatening drivers are bailiffs.
:02:11. > :02:15.Fine if they have broken the rules, what if they haven't? Last year we
:02:15. > :02:18.showed how the DVLA tried to prosecute motorists to get their
:02:18. > :02:22.cars off the road even when the owners had sent the correct
:02:22. > :02:30.paperwork to skip road tax. They hoped a court ruling would change
:02:30. > :02:34.things. It hasn't. This is a statutory off-road notice
:02:34. > :02:39.that drivers must send to the DVLA if they are not planning to use
:02:39. > :02:44.their vehicles after their annual road tax is due. Trouble is, when
:02:44. > :02:49.some drivers send it off, they still get into trouble. They wrote
:02:49. > :02:55.back basically and said, no, you are guilty of not checking up to
:02:55. > :03:00.see that we had your copy, and you are fined �80. If the DVLA does not
:03:00. > :03:04.acknowledge receipt of the form, they insist it is your
:03:04. > :03:09.responsibility to contact them and chase it up, even if it is the DVLA
:03:09. > :03:14.who have lost it. Madness, according to this motor cyclist.
:03:14. > :03:19.told them I had sent it on time, I sent it in August, but they did not
:03:19. > :03:23.believe me. They basically called me a liar. The DVLA threatened
:03:23. > :03:28.Duncan with a penalty and he said he would see them in court, where a
:03:28. > :03:32.judge ruled he was in the right. He said the DVLA had no statutory
:03:32. > :03:37.power requiring anyone to contact them should they not receive an
:03:37. > :03:42.acknowledgement letter. So, if a judge has declared it is not your
:03:42. > :03:47.responsibility to chase up the DVLA for its own mistakes, why are we
:03:47. > :03:52.still getting complaints? Put simply, the DVLA has ignored the
:03:52. > :03:56.judge's comments. In response to a Watchdog Freedom of Information
:03:56. > :03:59.request they told us they have issued over three-quarters of a
:03:59. > :04:04.million late licence penalties since April last year. Asked if
:04:04. > :04:12.they had changed any procedures in light of the Duncan judgment, the
:04:12. > :04:17.answer was short, no. The trouble with Duncan's case was it was
:04:17. > :04:20.decided in the county court. They do not set any precedent.
:04:20. > :04:24.Presumably the DVLA believe that because the law has not changed,
:04:24. > :04:28.they should not change procedure. The issue is that procedure was
:04:28. > :04:32.wrong in the first phase was stopped despite that, the DVLA
:04:32. > :04:37.continues to pursue drivers with figure and was recently given new
:04:37. > :04:41.powers to chase them for unpaid insurance as well as tax. Should it
:04:41. > :04:47.take on this responsibility before it as a iron out problems with its
:04:47. > :04:50.existing role? -- before it has ironed out problems. This man sent
:04:50. > :04:56.out his form last year but seven months later received an 80 pound
:04:56. > :05:00.penalty. I felt I had no option but to pay it, with a threatening
:05:00. > :05:06.letter from the bailiff company stating that if I did not pay the
:05:06. > :05:10.�80, all that would happen is the cost would increase. Paul is
:05:10. > :05:15.adamant he did nothing wrong. If the form was lost, he says it is
:05:15. > :05:20.the DVLA's fault. But, like many drivers, he found it is a case of
:05:20. > :05:23.his word against theirs. Has anything changed since we last
:05:23. > :05:28.reported on this? The DVLA did promise Watchdog that they would
:05:28. > :05:32.start sending out additional reminders to give motorists further
:05:32. > :05:37.opportunity to avoid penalties. That, at least, should have helped.
:05:37. > :05:44.But not according to Stephen, who received his first reminder last
:05:44. > :05:48.October. I decided to be a fair weather motor cyclist, so I
:05:48. > :05:53.declared it off road and put my motorcycle away and thought it was
:05:53. > :05:59.done and dusted. Three months later, the DVLA wrote again. Not with a
:05:59. > :06:06.second reminder, but and 80 pound penalty for not sending his form.
:06:06. > :06:11.knew what I had posted it. I categorically, 100% sent it. I got,
:06:11. > :06:16.it has got to be a mistake. It has got to be a mistake. The DVLA
:06:16. > :06:21.offered Stephen the chance to appeal. He did but without success.
:06:21. > :06:27.The expression was, I'm sorry, we have given you a fixed penalty,
:06:27. > :06:31.paid up or else. I felt as if I had been ripped off. The DVLA to have a
:06:31. > :06:35.procedure to deal with such disputes. Anyone unhappy with their
:06:35. > :06:38.penalty notices may have their appeal heard by an independent
:06:38. > :06:43.complaints assessor. But who decides whether the complaint
:06:43. > :06:49.should be referred to them? None other than the chief executive of
:06:49. > :06:54.the DVLA. DVLA complaints procedure seems to lack any transparency
:06:54. > :06:59.whatsoever. The steps are laid out on the website, so far, so good,
:06:59. > :07:02.but it is not clear as to what they investigate at each stage. If you
:07:02. > :07:07.are lucky enough to have had the chief executive look at your
:07:07. > :07:13.complaint, the answer is still, by and large, no, you are in the wrong
:07:13. > :07:20.and the DVLA are the judge, jury, they are even the executioner.
:07:20. > :07:24.DVLA have told us that since July 2010 they have received 2224
:07:24. > :07:29.complaints from drivers who have had issues taxing or declaring
:07:29. > :07:33.their cars off road. 42 of those people ask for their case to be
:07:33. > :07:39.referred to the independent complaints assessor. How many did
:07:39. > :07:44.they pass on? Just nine. Less than a quarter. John Williams had his
:07:44. > :07:49.appeal heard by the independent complaints assessor. I felt quite
:07:49. > :07:53.resolute in the way I was dealing with things, and I felt, maybe
:07:53. > :07:57.naively, that if you have not done anything wrong than the outcome
:07:57. > :08:04.will be in your favour. But any hope that the assessor would find
:08:04. > :08:06.in his favour was misplaced. He sided with the DVLA.
:08:06. > :08:11.Independent Complaints SSS sounds great, a guide that will get to
:08:11. > :08:16.grips with it and sort it out, but his hands are tied. He can only
:08:16. > :08:21.look at administration, unreasonable delays. He cannot look
:08:21. > :08:26.at policy, a cannot investigate whether my form arrived or not.
:08:26. > :08:30.assessor did criticise the DVLA's procedures and recommended John's
:08:30. > :08:34.penalty should be dropped. letter I then had from the DVLA was
:08:34. > :08:39.extremely insulting, effectively saying, we have not done anything
:08:39. > :08:45.wrong, but more because of what they have said, we will let you off
:08:45. > :08:49.on this occasion, but if you do it again we will have you next time.
:08:49. > :08:54.Court judgments going against them and numerous law-abiding motorists
:08:54. > :08:59.being penalised. Surely now the DVLA must listen and change the
:08:59. > :09:08.system? Victoria Derbyshire reporting. With
:09:08. > :09:13.me now, David Evans from the DVLA. You are still using male? -- and
:09:13. > :09:17.losing mail. The law on taxing your vehicle is clear, you have to tax
:09:17. > :09:22.it or declare it off the road. 4 million people a year managed to
:09:22. > :09:27.tell us they have sold a vehicle, 80% online, without problem. It is
:09:27. > :09:32.the best way to do it. And you are still forgetting to remind people?
:09:32. > :09:39.Week issue 34 million reminders to people in the months leading up to
:09:39. > :09:45.when they have to tax. But you have forgotten? No, after the event we
:09:45. > :09:50.issued 4.000.002nd reminders since the gk -- chief executive sat here.
:09:50. > :09:54.Let's not run away with figures. Supposing you have told the DVLA
:09:54. > :09:59.that your car is coming off-road, sent in your form, but have not
:09:59. > :10:04.done anything when they do not acknowledge it. You have not told
:10:05. > :10:10.them, as you say here, you have got to let them know that you have not
:10:10. > :10:14.received acknowledgement? If I have got the notification... Supposing
:10:14. > :10:18.you have done the right thing, cent in the form, and the next thing you
:10:18. > :10:23.know you have and �80 penalty? next thing you would have, if we
:10:23. > :10:29.have not got you would have a reminder. Supposing you suddenly
:10:29. > :10:33.got, as one of our people did, and �80 penalty? Get in touch and we
:10:33. > :10:37.will make sure we have sent both reminders. Some of these people,
:10:37. > :10:43.you get in touch or pay it because you are frightened of the �1,000,
:10:43. > :10:47.the next one. We would make sure we sent but reminders to use. You have
:10:47. > :10:51.just seen the evidence that you have not. We check the address you
:10:51. > :10:57.are living at before anything else. You have just seen people who say
:10:57. > :11:02.they have sent in their form, law abiding citizens, never been to
:11:02. > :11:07.jail, you have sent in your form and now have to pay and �80 fine.
:11:07. > :11:12.What next? 4 million people get this right. Never mind that, it has
:11:12. > :11:16.not worked for these people! encourage people to do this online,
:11:16. > :11:21.take any risk out of the latter getting to you. But they cannot
:11:21. > :11:26.appeal! Supposing it is you and you have to pay �80 even though you
:11:27. > :11:31.cent in the form, can you appeal? You at the DVLA decide whether it
:11:31. > :11:38.can go to an independent assessor. We do a lot of work on it before it
:11:38. > :11:42.gets to that point. But it is not working. We expect to resolve as
:11:42. > :11:45.many complaints as we can and we resolve the vast majority. You are
:11:45. > :11:51.expecting people to be the giving of your mistakes when you are not
:11:51. > :11:57.the giving of theirs. We do a lot of work to discover what has gone
:11:57. > :12:00.wrong -- you are not forgiving. David Evans, thank you.
:12:00. > :12:07.If you want to declare your car off-road, the DVLA say the easiest
:12:07. > :12:11.way is to do it online. Details are on the screen. Or you can call.
:12:11. > :12:15.That way you get immediate acknowledgement that your
:12:15. > :12:25.notification has been received. If you would like to comment on
:12:25. > :12:34.
:12:34. > :12:39.this or any of tonight's stories, Coming up, enjoying Downton Abbey?
:12:39. > :12:41.Hope the Aviva adverts are not spoiling it. And Love Film are
:12:41. > :12:45.signing up campaigners -- signing up customers, getting their lines
:12:45. > :12:49.wrong. Big corporations, so remote from
:12:49. > :12:53.their customers. Your local family firm on the other hand, much more
:12:53. > :13:03.in touch, they are on your doorstep, part of the community. It is
:13:03. > :13:13.
:13:13. > :13:18.According to a recent survey we are more likely to trust a company if
:13:18. > :13:27.it is a long-established and based nearby. So say hello to your ideal
:13:27. > :13:33.firm of promise. -- plumbers. are a family run business.
:13:33. > :13:37.local. Our customers live within a 300 yard radius. No need to
:13:37. > :13:47.advertise, all word of mouth. We don't even have a phone. We just
:13:47. > :13:48.
:13:48. > :13:52.shout. That is Mrs Jones. Come on. We have not use the van for years.
:13:52. > :13:55.You see, local and family man, apparently just like First Active
:13:55. > :14:00.Drainage Limited, not to be confused with others with similar
:14:00. > :14:05.names. They claim to have been around since the 70s, odd since the
:14:05. > :14:10.company was incorporated in 2009. They also claim to be local to
:14:10. > :14:20.north London, handy for Daphne, who had a blocked drain at home in
:14:20. > :14:20.
:14:20. > :14:25.Islington. Where are your drains? Just up here.
:14:25. > :14:31.Water was coming out? It was. was it that made you go with this
:14:31. > :14:35.company? They said it was local, I wanted somebody there quickly. It
:14:35. > :14:39.was supposed to be a family company, established 35 years, I thought
:14:39. > :14:43.they would be reliable and they said they could clear the drains
:14:43. > :14:48.fast was stopped they said they charge �22.50 for the first half-
:14:48. > :14:55.an-hour, rising if they had to use power equipment. Daphne agreed,
:14:55. > :15:00.expecting a bill around �100. Bad move. The guy came round with his
:15:00. > :15:07.homes, I left them to it, and later he came to the back door and
:15:07. > :15:12.presented me with a bill for �540. I was furious. I said, this is
:15:12. > :15:18.ridiculous, I know what the going rate is, you are cowboys. He got
:15:18. > :15:23.his boss on the phone and said, -- and Assad, I will put this on
:15:23. > :15:28.Twitter at which point he hung up on a. The power of Twitter is such
:15:28. > :15:33.that the threat of it... I have never used that before. I don't
:15:33. > :15:39.even know what Twitter is! Daphne sent him packing with less than
:15:39. > :15:42.half the amount he asked for. Now, it is back aboard the drain a train.
:15:42. > :15:46.Come with me, First Active Drainage Limited have plenty of other
:15:46. > :15:52.customers to cheat him plenty of places because, while claiming to
:15:52. > :16:00.be local to not London, they say they are local to other areas, too.
:16:00. > :16:07.Gillingham in Dorset, home to this I hoped the page and I saw the
:16:07. > :16:11.number on there, so I thought it must be local. A drain they share
:16:11. > :16:17.with their neighbours became blocked. A workman, named Ryan,
:16:17. > :16:20.spent three days washing out the gunk with a power hose. He dug up a
:16:20. > :16:27.neighbour's patio, supposedly to replace a section of pipe. But did
:16:27. > :16:32.he? We put a camera down to find out. Phil Brook will take a look.
:16:32. > :16:37.Any evidence of that at all? No. actually paid here for something
:16:37. > :16:45.that just hasn't been done. That's correct, yeah. And none just paid,
:16:45. > :16:53.paid through the nose. The Buds settled on a charge of nearly �2,
:16:53. > :16:58.00 -- � 2,600. What's that like going round asking your neighbours
:16:58. > :17:01.for money? Hell. It was not good at all. Do you think that he actually
:17:01. > :17:06.replaced this pipe? I don't know. I can't prove it. The only way to
:17:06. > :17:10.find out is by digging down, I suppose. Well, we've had our man
:17:10. > :17:14.stick his camera down your drains. We can say categorically that the
:17:14. > :17:19.pipe hasn't been replaced. They've charged you for work that hasn't
:17:19. > :17:24.been done. I'm not quite sure you've really grasped what's gone
:17:24. > :17:28.on here. No, I don't think we have. It's affected us mentally and
:17:28. > :17:30.physically. We've lost weight both of us, at least a stone. In all
:17:30. > :17:34.their dealings with First Active Drainage Limited, the couple only
:17:34. > :17:39.ever spoke to Ryan. When the final bill arrived it came with a letter
:17:39. > :17:43.signed by a James Francis. There's a name worth remembering. Time to
:17:43. > :17:52.serve the sewage all the way back to Dan.
:17:52. > :17:55.A local company? Local is as local does. Doesn't mean anything mate.
:17:55. > :17:59.We've got complaints right across the south of England, from Weymouth
:17:59. > :18:04.in Dorset from west cliff on sea in Essex. I bet you have got nothing
:18:04. > :18:07.from Watford. No, we haven't. We have got to go to Watford now. Why?
:18:07. > :18:11.Because they claim to be local there too. Here is a house in
:18:11. > :18:17.Watford with a pigeon, cameras, an actor and an expert with an
:18:17. > :18:23.interest in mucking things up. Drain diva Bryan is creating a
:18:24. > :18:28.blockage with compost and loo paper. Two days later it's caused a build
:18:28. > :18:38.up. Time to call in First Active Drainage Limited. We charge 47.50
:18:38. > :18:39.
:18:39. > :18:46.per half an hour for Labour. In the event we have to use 59.50 for high
:18:46. > :18:49.pressure equipment. Do you think they'll get it out. Take a wild
:18:50. > :18:54.guess. We'll tell you if you're right in about 15 minutes, which is
:18:54. > :18:57.when we're expecting them to turn up. Remember, they only have to
:18:57. > :19:03.unblock a drain, like our man here. They only need a rod with a plunger
:19:03. > :19:13.at the end. It should only take 25 seconds. So simple, anyone can do
:19:13. > :19:13.
:19:13. > :19:16.Well, almost anyone. By the way kids, don't go down drains, it's
:19:16. > :19:20.flipping horrible. That goes for you too Anni.
:19:20. > :19:25.Next Microsoft and the Xbox, the biggest selling games console in
:19:25. > :19:29.the UK last year. It allows users to download new games and play
:19:29. > :19:33.online against friends. But a growing number are discovering
:19:33. > :19:39.Microsoft has banned them permanently. Why? It won't tell you.
:19:39. > :19:44.Appealing the decision? Impossible. The reaction? Outrage.
:19:44. > :19:47.35 million users worldwide. Players the length and breadth of Britain.
:19:47. > :19:52.Xbox live is a great way of testing your skills and keeping in touch
:19:52. > :19:56.with your mates. To be able to connect with friends and play
:19:56. > :20:01.together, without needing to go to each other's houses, which isn't
:20:01. > :20:05.always possible, when you do live in a rural area, it's a life line.
:20:05. > :20:09.A life line that suddenly snapped. Over the last few weeks scores of
:20:09. > :20:13.users have told us they've been cut off. Their consoles prevented from
:20:13. > :20:16.connecting to others online. Microsoft says they violated their
:20:16. > :20:21.terms of use, no further explanation given and no appeal
:20:21. > :20:26.possible. When I turned on my Xbox and found it was banned, I felt
:20:26. > :20:30.really upset and annoyed. We were accused of tampering or doing
:20:30. > :20:34.something wrong with the account or violating their terms. When I spoke
:20:34. > :20:38.to Microsoft there was no doubt in their mind that it was my son at
:20:38. > :20:44.fault and as a result it wasn't necessary for an appeals system
:20:44. > :20:48.because they weren't wrong. I just couldn't believe the arrogance and
:20:48. > :20:52.the fact this they would not move on their point of view. The bans
:20:52. > :20:56.have been issued by Microsoft's mysterious enforcement team whose
:20:56. > :21:01.job is to stop Xbox users from breaking the rules like tampering
:21:01. > :21:05.with the console, committing online fraud or repeatedly breaching the
:21:05. > :21:08.terms of use. All the users who contacted us, insist they've done
:21:08. > :21:13.none of these things? Fplgts I knew I didn't do anything. They wouldn't
:21:13. > :21:18.tell me when, why or what I had done. Microsoft were adamant that
:21:18. > :21:22.they could not be at all the. is Microsoft saying to customers?
:21:22. > :21:25.Posing as the parent of a user, whose console had been disconnected,
:21:25. > :21:29.we called customer services three times. Each time they were quick to
:21:29. > :21:33.blame us for the ban. Trust me, there has to be some reason. Maybe
:21:33. > :21:36.can you talk to your son. Maybe there's something you didn't know.
:21:36. > :21:40.As for trying to prove our innocence, no chance. Unfortunately
:21:40. > :21:45.there's no way to appeal it. The only thing once it's been banned,
:21:45. > :21:50.that means the console's kind of dead, so to say. You can only buy a
:21:50. > :21:54.new console if you want to play online again, OK? No, not OK. Any
:21:54. > :21:57.other suggestions. The worst case scenario you will buy him a new
:21:57. > :22:01.console for Christmas or something like that. What if there was the
:22:01. > :22:06.faintest possibility that, you know, Microsoft itself might have got it
:22:06. > :22:11.wrong? I can assure you, Sir, we have lots of calls about bans. In 1
:22:11. > :22:20.hundred% of the cases the ban team is meticulous and always right.
:22:20. > :22:24.Come again? They're always right. So now we know. Microsoft is
:22:24. > :22:27.infallible. Who'd have thought it. If you're a customer, you will have
:22:27. > :22:31.been given that impression. We were less sure. We called them again,
:22:31. > :22:38.this time as watchdog. And? turns out, they were wrong, after
:22:38. > :22:48.all. Fabulous! Yes just three hours after our call, Microsoft put up
:22:48. > :22:49.
:22:50. > :22:55.They have reversed some of the bans and gave affected users three
:22:55. > :22:58.months free Xbox live sup skripgs, plus 1600 Microsoft points around �
:22:58. > :23:02.25 in compensation. Good job team.
:23:02. > :23:06.Sadly, that's come too late for those users like Maxine, and her
:23:06. > :23:11.11-year-old son James, who went out and bought a replacement Xbox to
:23:11. > :23:20.get around the ban. We have two identical Xbox consoles and it was
:23:20. > :23:25.a waste of money, basically. It was also too late for Jo, Stuart -- Jo
:23:25. > :23:29.Stuart Matthews and her son. decided to go out and buy another
:23:29. > :23:34.console because they said they wouldn't reverse -- reverse the ban.
:23:34. > :23:39.I wasn't prepared to give them any more money. So we decided to buy a
:23:39. > :23:44.PlayStation, which cost �170. received an e-mail from Microsoft
:23:44. > :23:47.admitting their mistake. The ban was being lifted and their console
:23:47. > :23:50.reconnected. I was really angry because all along they've told us
:23:50. > :23:54.they didn't make mistakes and it was something Ben had done, which
:23:54. > :23:59.had caused a lot of tension in the family. I wouldn't have bought the
:23:59. > :24:02.console if it wasn't for their advice, so I think they should pay
:24:02. > :24:07.for it. What are Microsoft going to do? Fplgts not much. They say the
:24:07. > :24:12.advice from customer services was to buy a new Xbox not another brand
:24:12. > :24:16.of console. So she won't be compensated. Those would bought a
:24:16. > :24:22.new Xbox 360 before September 23 will be reimbursed for the price of
:24:22. > :24:27.the new console as long as they can provide proof-of-purchase. The bans
:24:27. > :24:31.were issued between August 29 and September 9. They deeply regret any
:24:31. > :24:36.inconvenience this may have caused. Anyone affected should call their
:24:36. > :24:40.support line. Next Love Film, the movie sup
:24:40. > :24:45.skripgs service owned by Amazon, delivering DVDs to the doors of 1.7
:24:45. > :24:50.million members, but it wants more people to sign up. Sales reps are
:24:50. > :24:53.operating in shopping centres, offering free trials, discount
:24:53. > :24:58.vouchers and unlimited DVDs. Too good to be true?
:24:58. > :25:04.It's Sunday and that means one thing, settling down with my latest
:25:04. > :25:07.delivery from Love Film. Perfect! The movie phenomenon
:25:07. > :25:11.everyone's talking about. They were dreamers looking for Britain's
:25:11. > :25:15.largest range of film, then came Love Film.
:25:15. > :25:19.With over 70,000 tight tolz choose from, including movies exclusively
:25:19. > :25:27.streamed as part of your sup skripgs. Sounds unmissable, but
:25:27. > :25:31.what about the reviews? First one courtesy of chick flick fan Lexi, a
:25:31. > :25:36.sales rep offered her a free trial for 30 days. What does that
:25:36. > :25:42.involve? You get three movies for �5. You don't pay for the first 30
:25:42. > :25:45.days and then after that �5 goes off your account every month. The
:25:45. > :25:49.rep asked me for bank card details but they assured me it would be
:25:49. > :25:53.charged after the first 30 days. checking her bank statement she saw
:25:53. > :25:58.that Love Film had charged her almost immediately. She demanded an
:25:58. > :26:03.answer. They told me that wasn't the deal it was three months for
:26:03. > :26:11.the price of one so �5.99 had been charged to my account. I wasn't on
:26:11. > :26:15.a 30-day free trial. I feel misled. After several e-mails Lexi got a
:26:15. > :26:18.refund, a relationship that started well but ended messily.
:26:18. > :26:27.Never mind, this is a double feature, so how about something for
:26:27. > :26:32.the boys? Action thriller fan Ryan signed up to Love Film in April.
:26:32. > :26:37.The rep told us we had 14 days to cancel. Most weekends I bought
:26:37. > :26:41.movies any way. I thought I could go home and cancel if I wanted to.
:26:41. > :26:47.He told me there was a link to cancel online. When he tried to
:26:47. > :26:51.cancel online he couldn't. The web page directed him to a telephone
:26:51. > :26:55.number. Spoke to customer service. He said there's no point in
:26:55. > :26:59.cancelling, money's been taken and I wouldn't have a refund. I
:26:59. > :27:02.realised I'd been missold this deal and there wasn't 14 days' cooling
:27:02. > :27:07.off period. They had taken the money from my account the day that
:27:07. > :27:14.they signed me up. After a call, and several e-mails, Ryan was also
:27:14. > :27:18.refunded. But watchdog has received dozens of complaints about sales
:27:18. > :27:28.practices and heard from more than 40 with cancellation problems. We
:27:28. > :27:28.
:27:28. > :27:33.need to see what's going on. Oh, a spy film. Looks interesting.
:27:33. > :27:36.This Autumn, Watchdog presents Love Film sales reps the movie you
:27:36. > :27:40.cannot afford to miss. Two researchers coming to shopping
:27:40. > :27:46.centres near you. Is that the best you can do, Chris?
:27:46. > :27:50.Yeah! Charming. We spoke to six repz at four
:27:50. > :27:56.different shopping centres around the country. All tried to sinus up
:27:56. > :28:03.to a 21 day free trial or three months for the price of one. There
:28:03. > :28:09.were first rate performances on the sales pitch. What's to think about?
:28:09. > :28:19.Do you have to ring your boyfriend and see if he's got a pair? This
:28:19. > :28:20.
:28:20. > :28:25.represent got his lines wrong? it easy to cancel? Go onto my
:28:26. > :28:29.account and click cancel. Sounds convincing enough. I'm on the "my
:28:29. > :28:33.account" section of the website. I'm going to try to cancel, by
:28:33. > :28:38.clicking here. When I get through it says, that I have to call a
:28:38. > :28:44.telephone number. So it's not like cancelling
:28:44. > :28:49.Facebook then. But don't worry as according to the reps you're not
:28:49. > :28:53.tied into anything. We don't bind you into anything. It's not a
:28:53. > :28:57.contract? It's not a contract. contract? Wrong again, a Love Film
:28:57. > :29:02.subscription is a legally binding contract, but every rep we spoke to
:29:02. > :29:07.told us it waents. Now a contract comes with terms and conditions,
:29:07. > :29:14.did any of the reps mention those? Not one. Had they even read them
:29:14. > :29:18.themselves?. They won't charge me automatically? No, no. Untrue. At
:29:18. > :29:21.the end of an interductery offer Love Film will begin billing unless
:29:22. > :29:30.you cancel the account. At least there's the DVDs to look forward to,
:29:30. > :29:35.how many would we get? The best offer is �5.99 for three months.
:29:35. > :29:42.many as you want? Actually it's four a movement And what else?
:29:42. > :29:46.get a �40 wine voucher. Great, if it was true. What we got was a �15
:29:46. > :29:49.supermarket voucher and notd quite the same ring to it. It seems to me
:29:49. > :29:53.the sales reps have been overselling services by putting
:29:53. > :29:55.information in a very misleading way and leaving out very important
:29:55. > :29:58.information. Doing that is potentially a breach of the
:29:58. > :30:03.consumer protection from unFairtradeing regulations 2008.
:30:03. > :30:07.Thank you Mark. Your review comes eight months
:30:07. > :30:14.after Love Film had this TV ad banned. Can you have movies
:30:14. > :30:19.streamed straight to your internet enabled TV. For implying streaming
:30:20. > :30:24.was part of a free trial offer when it wasn't. So a misleading ad and
:30:24. > :30:28.now misleading sales rep. What's Love Film's response to the
:30:28. > :30:32.critics? Do we have a result? In response to our report, Love
:30:32. > :30:36.Film have now suspended face-to- face selling by third party agency
:30:36. > :30:39.involved. That will remain in effect will they review the sign up,
:30:39. > :30:42.cancellation and training processes. They apologise to those who have
:30:42. > :30:48.had a bad experience and ask anyone who's concerned at the way
:30:48. > :30:58.membership was sold to them to contact this free phone number 0800,
:30:58. > :31:02.
:31:02. > :31:05.Still to come: Dodgy offers from Tesco caught on cameras and the
:31:05. > :31:11.Defy smartphone. Life-proof, says Motorola, so how does it explain
:31:11. > :31:14.this? Back to First Active Drainage
:31:14. > :31:20.Limited. Described in this north London directory as a local family
:31:20. > :31:27.firm, it is also described as such in this Bristol directory. The same
:31:27. > :31:30.with Brighton and Southend. In fact, we found their advert in 42 Local
:31:30. > :31:36.Directories with each one saying they are based in that particular
:31:36. > :31:41.area. So are they omnipresent? Can they transcend time and space? His
:31:41. > :31:46.human cloning now a reality? There is a place for such fundamental
:31:46. > :31:54.questions, and it is called the Watford.
:31:54. > :31:58.It is also where we have set up a house with regulation old lady,
:31:58. > :32:03.regulation expert and a drain with a simple blockage. All it needs is
:32:03. > :32:10.a quick plunge, but First Active Drainage contractor Paul is
:32:10. > :32:14.quitting already for extra machinery. Will I need any jets?
:32:14. > :32:20.it is blocked out the front, you generally well. Will he not even
:32:20. > :32:27.try a simple rot? On top of �47.50 for every half-an-hour of labour,
:32:27. > :32:31.he will charge for using his own power jet. It makes it over �100
:32:31. > :32:37.for half an hour's work, which is rather excessive. You don't expect
:32:37. > :32:41.this sort of thing from a local family run business, do you? But it
:32:41. > :32:50.isn't, it is based nowhere near here. How will he explain that?
:32:50. > :32:59.Paul? The offices are bounce out. thought it was local? -- the
:32:59. > :33:09.offices are down south. My family, we have been working like relatives,
:33:09. > :33:12.
:33:12. > :33:18.Wake up, because you are in time for the Rogue Traders drain
:33:18. > :33:22.clearing race. It does not get more exciting than this. On the left,
:33:22. > :33:30.our man fell, on the right First Active Drainage's Paul with an
:33:30. > :33:35.hourly rate of �214. Two drains, the same type of blockage. Phil and
:33:35. > :33:40.Paul have their equipment in, having a good feel around. Phil is
:33:40. > :33:46.pumping hard, making his what do the work. Paul's hose is looking
:33:46. > :33:53.limp. And Phil has come first. There widow. Who writes this felt?
:33:53. > :34:01.The blockage gone in 25 pulsating seconds. Any news on the run up?
:34:01. > :34:05.What is he up to? -- the runner up. It looks like he is purposefully
:34:05. > :34:10.wasting time. He is not doing anything. He should have easily
:34:10. > :34:14.finished this job by now and left the property. 32 minutes after
:34:14. > :34:23.arriving, Paul clears the drain, but he can still smell something.
:34:23. > :34:27.Many. It is totally scaled up, it needs a d scale. I really need that
:34:27. > :34:32.turns if you don't, this will back up again. He does not know what
:34:32. > :34:37.scale they have got because he has not put a camera in. We have, and
:34:37. > :34:41.we can say there is no scaling problem present. No concern to Paul,
:34:41. > :34:51.who spends two hours and four minutes on the job. And that will
:34:51. > :34:52.
:34:52. > :34:57.be... �465.23. And then I have got VAT on top of that? It is money For
:34:58. > :35:05.Auld road for the government, 20%. He is blaming the government. This
:35:05. > :35:10.Bill should have been �57, he has charged �558.27. This position is
:35:10. > :35:13.not down to the coalition. What have we found out? It is clear
:35:13. > :35:17.First Active Drainage Limited employed a similar job stretching
:35:17. > :35:23.techniques whether in Islington, Gillingham or Watford. And then the
:35:23. > :35:27.family thing. We have family in between... Even after this tortured
:35:27. > :35:33.explanation, it is not clear who runs the company and whether it is
:35:34. > :35:39.a family concern. It is a family, what is their name? I don't know
:35:39. > :35:43.yet -- if it is a family. On paper, the director is Joseph Ashford, but
:35:43. > :35:52.the guy dealing with the complaints is James Francis. Where are they
:35:52. > :35:59.based? On the invoice, Southampton. How about this, we call them out
:35:59. > :36:04.again in Southampton. We might get a family member, who knows?
:36:04. > :36:09.We need an old lady, a very smiley one, plus a house with secret
:36:09. > :36:14.cameras, you can see what is going on, and we need to lift the lid on
:36:14. > :36:19.this drain and put in our usual mix to create a blockage. Leave it to
:36:19. > :36:23.set for one day and like a teenage boy's internet access, it is
:36:23. > :36:28.temporarily blocked. The water has built up and we have created a
:36:28. > :36:32.blockage. There is a relief, nothing worse than an unrealistic
:36:32. > :36:39.blockage. Time to call First Active Drainage Limited again. Who will
:36:39. > :36:47.they send? It will probably be the wry end. The same that visited the
:36:47. > :36:52.Rob and Liz! Will charge 22 pity pounds -- �22.54 half-an-hour and
:36:52. > :36:58.if we used high-pressure equipment, an additional �59.90. Half the
:36:59. > :37:04.price of Watford, why would that be? Hold on, that is why. There is
:37:04. > :37:11.two of them. I am worried we will end up paying for two people to do
:37:11. > :37:14.the work of one. Two people charging �22.50 each comes to �45
:37:14. > :37:24.for half-an-hour, virtually the same rate as Watford. And they have
:37:24. > :37:29.the same stretching technique, too. There is no need for the jet, that
:37:29. > :37:33.can be clear with a plunger in less than a minute. So we will pay �59
:37:33. > :37:42.each half an hour for a power jet we do not need. But are we any
:37:42. > :37:46.closer to the family? Are you part of the family? Yes, my dad started
:37:47. > :37:53.off the company. His son has just taken over because he has got older
:37:53. > :37:58.now, so my older brother has taken over. So his dad's son is his
:37:58. > :38:01.brother? Why didn't he say that in the first place? Just like last
:38:01. > :38:06.time it takes around half an hour to clear the drain and once again
:38:06. > :38:13.they are keen to grow this job by saying the drain needs more work.
:38:13. > :38:17.What we will do, when the line has been full of sewerage, it builds up
:38:18. > :38:24.scale in the pipe. If we don't clean it, the next lot will stick
:38:24. > :38:32.to it. He has seen the water ago, he knows that the drain is clear.
:38:32. > :38:35.There is no justification for jetting that train. He has done, at
:38:36. > :38:42.most, five or six feet. We are paying for work he has not done,
:38:42. > :38:45.but worse, paying for work that did not need to be done. Come in.
:38:46. > :38:50.their rates, clearing the drain should have cost �27 but when they
:38:50. > :38:59.add the cost of the jet, the extra man and the necessary work that was
:38:59. > :39:03.not carried out, it is... �239 a team. But he is not finished, he
:39:03. > :39:10.recommends Our Lady recommends -- replaces the manhole at the end of
:39:10. > :39:15.the drive for �975! Would you recommend he has that done, is it a
:39:15. > :39:20.necessity? We always do it. The man whole does not need to be replaced,
:39:20. > :39:26.but he leads thinking we will call him back to do the work. And, do
:39:26. > :39:30.you know what? I think we might. I and when we do we will have a
:39:30. > :39:36.little surprise for him. It is the least we can do after he reeled us
:39:36. > :39:39.in with his bail. If you have kept track of his costs, rates and VAT,
:39:40. > :39:49.then congratulations, you know your maths. Maybe you can help us out
:39:50. > :40:22.
:40:22. > :40:26.Just a few photographs you have sent in since last week's story
:40:26. > :40:31.about a journalist who said he was ordered to stop noting down dodgy
:40:31. > :40:35.multi-buy offers at Tesco. Tesco told us it was not company policy
:40:35. > :40:39.and customers were free to write -- to take photos and write notes and
:40:39. > :40:43.you have taken them up on the. None of those offers add up and
:40:43. > :40:49.when they make a mistake, the multi-buys always cost more, never
:40:49. > :40:54.less. Sometimes buying in bulk costs exactly the same, like this
:40:54. > :41:00.one just in. Cheese and bacon potato skins, one for two pounds 50,
:41:00. > :41:07.two for a fiver! Test goes say they have invested �500 million to help
:41:07. > :41:11.customers save money -- Tesco say. Tens of millions of shelf edge
:41:11. > :41:16.labels I invest also errors can occur but they are rare and they
:41:16. > :41:23.work hard to keep them to a minimum. By a calculator, Tesco.
:41:23. > :41:28.The Motorola Defy, a smart phone advertised and life-proof --
:41:28. > :41:34.advertised as life-proof. As a hugely successful TV star, I
:41:34. > :41:40.work hard and I play hard. I expect my mobile phone to do the same.
:41:40. > :41:46.Based on a television advertisement, the Motorola Defy is the phone for
:41:46. > :41:51.me. The Motorola advert, lots of beautiful people, dropped my phone,
:41:51. > :41:57.it seems OK. They are jumping in the swimming hall! The phone is
:41:57. > :42:05.getting wet, it does not seem to matter. Who are we kidding? Not
:42:05. > :42:09.many people live like that. This is the sort of party I get invited to.
:42:09. > :42:14.If Motorola are prepared to sell us an exaggerated version of life, are
:42:14. > :42:18.they also selling exaggerated claims about the Defy? According to
:42:19. > :42:28.the advert this phone can survive a night on the tiles, but can it
:42:29. > :42:37.
:42:37. > :42:43.survive the more mundane things of Sadly for some Defy owners, their
:42:43. > :42:48.phones were not as life-proof as the adverts make out. I was walking
:42:48. > :42:53.down the road, and I went to crouch down, my phone slipped out of my
:42:53. > :42:57.pocket and landed on its side and smashed the screen. I called
:42:57. > :43:04.Motorola and they advised me it was not their liability and I need to
:43:04. > :43:10.pay to get it fixed. I only had the phone for two months. His brand new
:43:10. > :43:14.Defy was unusable after eight weeks, but Sam's smashed after eight weeks.
:43:14. > :43:21.Mike Soper was only half a metre off the floor, but they said it
:43:21. > :43:26.would cost �60 to repair the friend. I said, you are advertising a life-
:43:26. > :43:33.proof phone, they show it dropping on to a dance floor, which would be
:43:33. > :43:39.harder. So, six weeks was Sam. How long did Donna's life-proof phone
:43:39. > :43:44.last? We had it for three weeks, we selected it having seen the advert
:43:44. > :43:47.on television. It was accidentally dropped and the screen it smashed
:43:47. > :43:53.completely. She took it back to the store and they were completely
:43:53. > :43:58.shocked at the state of it because they had representatives from
:43:58. > :44:02.Motorola banging the phone against a desk to show how sturdy they were,
:44:02. > :44:05.and they suggested we contact Motorola. I felt the advert was
:44:05. > :44:11.misleading and would they not at least cover the cost of repair?
:44:11. > :44:16.They said no to everything. One of the strange things about the advert
:44:16. > :44:21.is it claims to be scratch resistant. But the video footage in
:44:21. > :44:29.the advert shows it being dropped prove, not just on any carpet put
:44:29. > :44:35.on hard stone, and that is unusual because these claims contradict.
:44:35. > :44:40.The adverts made a bold claims, but so does Motorola's head of
:44:40. > :44:45.marketing. Here he is boasting the phone's designed to combat against
:44:45. > :44:48.their lead -- daily wear and tear. But when you write to Motorola to
:44:48. > :44:58.complain, their customer-service representatives do not seem so
:44:58. > :45:01.
:45:01. > :45:06.We are having mixed messages from Motorola. On one hand they say it
:45:06. > :45:13.is life-proof and on the other, mealie dust group, water-resistant
:45:13. > :45:18.and scratch resistant. -- near lead dust proof. It comes down to how
:45:18. > :45:23.you live your life. The Motorola Defy is tougher than some phones on
:45:23. > :45:30.the market but not as tough as other to offer phones on the market.
:45:30. > :45:36.It has some sturdy fit to us like - - features, like a rubber bag, and
:45:36. > :45:40.it is made from the same toughened glass as other smart friends, so
:45:40. > :45:43.there is nothing unique. Some of our viewers have had screens
:45:43. > :45:49.shatter after just a couple of weeks. They lead pretty normal
:45:49. > :45:54.lives. What should Motorola do? you are going to try to sell a
:45:54. > :45:58.phone as tougher than other phones, they should offer a better service,
:45:58. > :46:03.better customer support, that matches up to the life-proof claim
:46:03. > :46:08.they are making. We know that smartphones will not always be able
:46:08. > :46:12.to handle everything life throws at them, but as Motorola are selling
:46:12. > :46:22.the Defy at life-proof, shouldn't they offer help when their brand
:46:22. > :46:22.
:46:23. > :46:26.Lovely message. Tough o night. Motorola have apologised to the
:46:26. > :46:30.customers featured and to anyone else experiencing similar problems.
:46:30. > :46:36.Contact details for the company are available on our website. They
:46:36. > :46:39.stand by the claims in the marketing campaign and say specific
:46:39. > :46:44.drop, water tests were performed. These concluded that the chance of
:46:44. > :46:48.a drop resulting in a crack screen was one in a thousand. They say
:46:48. > :46:52.four million hand sets have been sold worldwide and reported
:46:52. > :46:55.incidents of cracked screens represent less than 1% of all Defy
:46:55. > :47:03.users in the UK. Thanks to everyone who has been in touch about that
:47:03. > :47:07.story. Here's a few more: Planning to get the new Ryanair card to
:47:07. > :47:10.avoid booking fees? Careful before using it to buy anything else. The
:47:10. > :47:14.airline says anyone paying for flights with the new cash passport
:47:14. > :47:18.will be exempt from the fees, all other passengers have to pay that's
:47:18. > :47:24.�6 per person per flight. Now it's emerged if you use it for goods and
:47:24. > :47:30.service as broad, it will cost you 5.75% of each transaction. There's
:47:30. > :47:34.a �2 fee for with drauling from ATMs and �2.50 inactivity fee if
:47:34. > :47:39.you don't use the card for six months. The airline says it's free
:47:39. > :47:43.to purchase and top up, making it one of the most competitive prepaid
:47:43. > :47:51.cards available. And it's free to use on Ryanair dotcom. Where else
:47:51. > :47:54.would you book a Ryanair flight? Barclays, putting customers' needs
:47:54. > :47:57.first according to their strategy and business model. Britain's most
:47:57. > :48:00.complained about bank, according to the Financial Services Authority.
:48:00. > :48:04.New figures show it received 250,000 complaints in the first
:48:04. > :48:14.half of this year with more than half of those upheld. In second
:48:14. > :48:18.position, Lloyds TSB. With 180,000 complaints. And in third, Santander
:48:18. > :48:23.with 168,000. It's the second year in a row that Barclays has topped
:48:23. > :48:26.the complaints table, although the number is down on 2010. Chief
:48:26. > :48:30.executive Antony Jenkins says the bank apologises for its mistakes
:48:30. > :48:36.and corrects them quickly. He says, delivering excellent service is
:48:36. > :48:44.their goal every single day. So it's a pity they're getting 1,300
:48:44. > :48:47.complaints every single day. Downton Abbey unexpected events,
:48:47. > :48:52.dramatic twists, hardship and suffering and that's before the
:48:52. > :48:56.programme starts. Fans of the ITV series have flooded the internet
:48:56. > :49:00.complaining about the sponsorship ads from insurance giant Aviva, the
:49:00. > :49:03.ones that run before and after each episode lots of times in the breaks.
:49:03. > :49:08.They tell the story of a motorist who's been involved in a nasty
:49:08. > :49:13.accident and then loses his job. Depressing, say angry viewers. The
:49:13. > :49:18.ads are ruining our enjoyment. They've put us off aveefya. There's
:49:18. > :49:21.even been a complaint to the TV regulator Ofcom. Aviva says it's
:49:21. > :49:27.considered the content of the films carefully and as the story builds
:49:27. > :49:35.in the coming weeks viewers will see a positive outcome. Perhaps the
:49:35. > :49:39.actors another one who gets to have his way with lady Mary?
:49:39. > :49:44.Of course he will, because that actor is clearly a biker.
:49:44. > :49:47.Time for our final visit to First Active Drainage Limited now. Not to
:49:47. > :49:51.be confused with companies of a similar names.
:49:51. > :49:55.Exactly. They claim to clear your drains fast, when they don't. They
:49:55. > :50:00.claim to be local, when they're not. And they claim to be a family firm,
:50:00. > :50:08.a fact we've yet to establish. So, First Active Drainage Limited, who
:50:08. > :50:12.do you think are you? Well we know who at least one of them is the man
:50:12. > :50:16.who deals with complaints. Here's his signature, James Francis.
:50:16. > :50:22.I've heard of him. You mentioned him earlier. Correct. We've done
:50:22. > :50:28.some digging around and found out that his full name is James Francis
:50:28. > :50:37.Dean. What do you think of that, James Dean? James Dean? No, never
:50:37. > :50:40.heard of anyone with that name. Really? OK, he's obviously not the
:50:40. > :50:45.live fast, die young James Dean, but he does drive a Porsche. And
:50:45. > :50:48.he's got a reputation as a bad boy. He's previously been banned by the
:50:48. > :50:51.Financial Services Authority from running mortgage companies, after
:50:51. > :50:57.failing to prevent his business from being used to perpetrate
:50:57. > :51:02.financial crime. As has his father Peter Francis Dean, who was fined
:51:02. > :51:04.�17,500 for the same offence and he just happens to own this building.
:51:04. > :51:09.It's an office in Bournemouth, to which we tracked First Active
:51:09. > :51:15.Drainage Limited. Finally, a family connection. And it seems, a company
:51:15. > :51:18.big fish. Before we get to that, I need to deal with a little fish,
:51:18. > :51:23.remember Ryan, who stung the Buds and who came out to us in
:51:23. > :51:32.Southampton? This Ryan. It's full up with muck. What we're going to
:51:32. > :51:36.have to do is jet it. Oh, right. They build up scale in the pipe.
:51:36. > :51:39.Scales, oh, there's an idea. So Ryan from First Active Drainage
:51:39. > :51:45.Limited is about to turn up. When he turns up he's going to look down
:51:45. > :51:49.the drain and when he looks down the drain, he's going to see this.
:51:49. > :51:55.Hello Ryan, I'm a brown trout. If that doesn't put the willies up him,
:51:55. > :52:03.I'm not sure what will. So they've just pulled up. Tom is playing the
:52:03. > :52:13.householder and I'm on stand by. Ryan, how are you doing? Yeah, good.
:52:13. > :52:14.
:52:14. > :52:19.Is it blocked again? A few times since. Cue talking fish. Hello Ryan,
:52:19. > :52:29.I'm a brown trout. I've been released into the wild. What the
:52:29. > :52:36.
:52:36. > :52:39.Talking fish. Hello Ryan, BBC rogue traders, good to see you, when I
:52:39. > :52:45.look down a drain, all I see is things I'd rather not see. When you
:52:45. > :52:49.look down, you see hundreds or thousands of pounds waiting to be
:52:49. > :52:53.taken from people for jobs which don't need doing and actually you
:52:53. > :52:55.don't end up doing. That's right isn't it, Ryan? That's what First
:52:55. > :52:59.Active Drainage Limited do. That's what you do. You take money off
:52:59. > :53:02.people for jobs that you don't end up doing and didn't need doing in
:53:02. > :53:12.the first place. Are you going to move mate? Thousands of pounds you
:53:12. > :53:15.
:53:15. > :53:21.take. Those people can't afford it either. And now for the big fish. I
:53:21. > :53:27.need to catch up with either Josef Ashford or the man we've seen
:53:27. > :53:33.running things James Francis Dean. It's 7.40, we're in a van, in the
:53:33. > :53:37.car park of a fitness centre, somewhere near Bournemouth. James
:53:37. > :53:43.Francis Dean is inside there. There are conflicting reports at the
:53:43. > :53:47.moment. He may be doing dumbbell presses or doing a bosu crunch, we
:53:47. > :53:52.just don't know wha. Should happen in a short while, is he exits the
:53:52. > :53:57.fitness centre and we ask him questions like, how can First
:53:57. > :54:00.Active Drainage Limited be local in over 40 different telephone
:54:00. > :54:07.directors -- directories? That and many other important questions.
:54:07. > :54:10.That's what we're waiting for. Hello James. How are you doing?
:54:10. > :54:15.Where's the Porsche, that's the first thing we're worried B you
:54:15. > :54:20.seem to have gone with a van today. The Porsche, is that gone? You'll
:54:20. > :54:24.understand when you say you're being local in over 40 different
:54:24. > :54:29.telephone directories it's difficult for people to understand
:54:29. > :54:32.where you're from. I think you need to take it up with the owner of the
:54:32. > :54:36.business. Yeah there's the owner and the guy who runs it. You're
:54:36. > :54:39.going to tell me it's Jo. That's right. I'm the manager. You're the
:54:39. > :54:42.guy who writes the letters. You're the guy who answers the phone.
:54:42. > :54:46.You're the guy who runs the business. No, not correct. You are
:54:46. > :54:50.the guy who will be aware, or you should be, that your guys are going
:54:50. > :54:55.out, failing to use rods, which is the cheapest and easiest way to
:54:55. > :54:59.do... I think erm... What we do is end up paying hundreds of pounds a
:54:59. > :55:03.time for teen idgeers to put a hose down a drain, when there's a
:55:03. > :55:07.cheaper and quicker way of doing it. I think maybe you should highlight
:55:07. > :55:12.those facts to me and maybe you should take it up to the owner of
:55:12. > :55:15.the business. We'd love to meet Joe and we can talk through these
:55:15. > :55:20.problems, because you know, it seems to us that you are the one
:55:20. > :55:23.running the business. James Francis Dean continues to deny running the
:55:23. > :55:28.show, but doesn't seem to be able to take us to anyone else who does.
:55:28. > :55:31.You will be aware of the complaints that come into you for overcharging,
:55:31. > :55:34.massive overcharging. Would you like to see a list of the
:55:34. > :55:37.complaints that have been dealt with or are you picking out a
:55:37. > :55:43.hatful and then trying to make me look bad on television, which is
:55:43. > :55:47.what you're doing. Now you've sprung it on me. You're sending out
:55:47. > :55:52.guys... That's a false accusation. Can you move your arm please now.
:55:52. > :55:58.You're sending out guys... Move your arm. Are you going to leave
:55:58. > :56:05.now snfrplts I'm depoing leave now. -- I'm going to leave now. That's
:56:05. > :56:10.James Francis Dean of First Active Drainage Limited, based in
:56:10. > :56:13.Bournemouth, just so we're clear, not anywhere else, as far as we're
:56:13. > :56:17.aware. James Francis Dean, also known as James Francis and also
:56:17. > :56:24.known as James Dean, one would think. Today a rebel without a
:56:24. > :56:28.Porsche. We have heard from Josef Ashford.
:56:28. > :56:32.He did confirm he's the managing director. He says his father
:56:32. > :56:35.started the business 35 years ago, building up a good reputation in
:56:35. > :56:39.Bournemouth, Southampton and the New Forest. It's since become a
:56:39. > :56:43.limited company. It has operatives in every area in which they
:56:43. > :56:48.advertise. He says he and his father have been sick, limiting
:56:48. > :56:51.their involvement. But he confirmed that James Francis Dean has
:56:51. > :56:55.managerial responsibilities and that Peter Francis Dean owns the
:56:55. > :57:00.building from which they operate. Work that out. I'll make James
:57:00. > :57:04.Francis the latest pin up in our rogue gallery.
:57:04. > :57:08.Time for texts and e-mails. Loads of you getting in touch about the
:57:08. > :57:12.DVLA, saying you didn't get any reminders about those SORN forms.
:57:12. > :57:17.You just received a penalty. Unhappy Love Film customers too,
:57:17. > :57:20.including father bill Haymaker, a priest, who took up the supposedly
:57:20. > :57:25.free offer, but was charged and then told there would be no refund.
:57:25. > :57:31.A man of the cloth. You don't do that. Here's another great Tesco
:57:31. > :57:36.offer, Cadbury's Roses the price was �10, now it's �10.40. Thank you
:57:36. > :57:43.Tesco. Brilliant. Keep sending us your stories and tippoffs. Visit
:57:43. > :57:48.the website. Click where it says "your story" or if you wish, write
:57:48. > :57:53.to us. The address is on your screens now.
:57:53. > :57:57.Coming up next week, Lloyds TSB, saga, if you're insured with them,
:57:57. > :58:04.you may with in for a shock. Hot point, sales of this fridge freezer
:58:04. > :58:08.went with a bang. Very appropriate. And British airways to fly, to