Episode 8 Watchdog


Episode 8

How much do bank accounts cost? Watchdog takes a look at how consumers could be paying hundreds of pounds more than they should for current account 'extras' that are not necessary.


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Transcript


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Switching from British Gas - not worth the trouble. Repairs from PC

:00:12.:00:17.

World - are they worth the hassle? This hotel package from WH Smith -

:00:17.:00:22.

definitely not worth the money. Plus, BT, Shell and then there's

:00:22.:00:26.

the Halifax. They need to mind their language. It's Watchdog, the

:00:26.:00:36.
:00:36.:00:52.

Hello and good evening. Welcome. We are live as usual from Television

:00:52.:00:57.

Centre. Tonight - fed up with high gas and electricity bills? Wait

:00:57.:01:00.

until you try to switch supplier. They've been charging me for

:01:01.:01:04.

someone else's gas for the last six months, which was absolutely

:01:04.:01:11.

disgusting. Also tonight, Nissan, the diesel engines kind to the

:01:11.:01:15.

environment, but tough on your bank balance. WH Smith, fancy buying

:01:15.:01:22.

these gift cards? There could be less to them than meets the eye.

:01:22.:01:26.

Currys and PC World, same old complaints. Some old stories from

:01:26.:01:30.

me tonight, except they all have exciting new endings. Yeah, we are

:01:30.:01:34.

catching up with some of the rogues we have featured and telling you

:01:34.:01:38.

what happened to them next. They must be delighted to be on TV

:01:38.:01:44.

again! Well, OK, not all of them. This is Nicky Date, fly-tipper

:01:44.:01:49.

extraordinaire, exposed by us and prosecuted by the authorities and

:01:49.:01:53.

here offloading outside Cardiff Magistrates' Court. We'll let you

:01:53.:01:57.

know what happened when he stood up in front of the beak a little later.

:01:57.:02:02.

First, rocketing fuel bills. Huge company profits, confusing tariffs

:02:02.:02:06.

and three reasons why the Government called the big six gas

:02:06.:02:09.

and electricity suppliers to Downing Street this week. The main

:02:09.:02:15.

outcome - Energy Secretary, Chris Huhne, advising if you want a

:02:15.:02:18.

better deal, switch supplier. Easy to say minister. Have you actually

:02:18.:02:23.

tried? The Government's now telling us to switch, but the companies

:02:23.:02:26.

themselves have been saying it for years. There's never been a better

:02:26.:02:31.

time to look around and make sure that you've got the best deal.

:02:31.:02:36.

thing that the viewers need to know, they can make big savings.

:02:36.:02:41.

sounds simple. If only it was. As you've been telling us, switching

:02:41.:02:45.

can be time consuming and annoying. Hopelessly confusing too. Even if

:02:45.:02:48.

you manage to wade through the hundreds of tariffs on offer and

:02:48.:02:52.

find a better deal with another provider. You may just wonder why

:02:52.:03:00.

you bothered. Like these five. Switched-on energy customers, all

:03:00.:03:08.

with nightmares. The first one - cancellation fees. Rod and Glynn

:03:08.:03:13.

Annell decided to switch when their bills rocketed this summer. British

:03:13.:03:17.

Gas increased their prices by an average of 20%. Shortly after I

:03:17.:03:24.

joined them that happened so I decided to switch to EDF. You also

:03:24.:03:30.

decided to switch? Yes. I received e-mail notification from Scottish

:03:30.:03:33.

Power and their prices would have meant a massive increase, so I

:03:33.:03:39.

shopped around for another supplier, which just happened to be EDF.

:03:39.:03:43.

told British Gas he was leaving. And she told Scottish Power the

:03:43.:03:48.

same, but they were both in for a shock. Switching was going to cost

:03:48.:03:54.

them. They told me if I wanted to switch there would be a �60

:03:54.:04:00.

cancellation fee. Glynn, you insisted on an itemised bill?

:04:00.:04:04.

and it's only when I scrutinised them I realised a cancellation of

:04:04.:04:09.

�20 had been applied. Both complained and rightly, because

:04:10.:04:13.

although they can charge exit fees, on these occasions they were in

:04:13.:04:19.

breach of rules drawn up by the industry regulator Ofgem. What the

:04:19.:04:23.

regulations mean for consumers is if you are affected by a price rise

:04:23.:04:28.

you have 30 days to inform your supplier that you want to leave and

:04:28.:04:31.

if a termation fee applies you don't have to pay it. There's no

:04:32.:04:36.

excuse for the suppliers getting this wrong. Ofgem reminded them all

:04:36.:04:41.

about the rules in August. Meanwhile, here's another one that

:04:41.:04:49.

isn't always followed. Paul Millington decided to leave British

:04:49.:04:55.

Gas for EDF last winter. They told me I could switch and I wouldn't

:04:55.:05:00.

incur the increased prices. When I got my final bill guess what was

:05:00.:05:04.

there? The increased prices. They shouldn't have been on Paul's bill,

:05:04.:05:08.

because when he decided to switch his existing payment rate should

:05:08.:05:13.

have been frozen. When he complained, British Gas blamed a

:05:13.:05:21.

computer fault and sent a correct bill and offered �25 compensation.

:05:21.:05:27.

Here's the bill that she sent you? This is the the -- this is the

:05:27.:05:31.

final bill. You'll see the �25 and you'll still see the increased

:05:31.:05:35.

prices. What they've done is offset the increase against what they say

:05:35.:05:39.

is a good-will compensation. I don't think there's much in that.

:05:39.:05:44.

At least Paul managed to switch. Others have been bogged down in

:05:44.:05:52.

delays. Lloyd Bonson's one of them. He notified EDF of his intention to

:05:52.:05:55.

leave earlier this year, but a series of computer errors means

:05:55.:06:00.

he's still on their system. His new chosen supplier can't take him on,

:06:00.:06:06.

even after five months. It should take between six and eight weeks to

:06:06.:06:12.

switch. It's unacceptable for it to take up to five months. It's very

:06:12.:06:16.

frustrating. I'm left in the dark and it's annoying. Which is exactly

:06:16.:06:23.

what it shouldn't be. Since the big six suppliers all signed up to the

:06:23.:06:33.

sew-called peace ov mind guarantee. -- so-called peace-of-mind

:06:33.:06:36.

guarantee. According to the suppliers siching has never been so

:06:36.:06:42.

easy. Tell that to Melissa who switched from Scottish Power to

:06:42.:06:49.

British Gas last year. Five months after that switch, Scottish Power,

:06:49.:06:52.

who she thought she had left, wrote demanding five months' worth of

:06:52.:06:57.

payment. That's because she was still their customer. British Gas

:06:57.:07:04.

had failed to switch her over. But they had been billing her. They've

:07:04.:07:08.

been charging me for somebody else's gas for last six months,

:07:08.:07:13.

which was absolutely disgusting. I don't understand how it at all

:07:13.:07:17.

happened. British Gas have since refunded Melissa, enabling her to

:07:17.:07:20.

settle her outstanding bill with Scottish Power, but that still may

:07:20.:07:25.

not be the end of it. Scottish Power have then passed on my debt

:07:25.:07:30.

to a debt collecting agency and I'm just really worried that my address

:07:30.:07:36.

will be black listed for something which is out of my hands. Five

:07:37.:07:39.

customers - five switching nightmares. Surely the energy

:07:39.:07:47.

companies can make it simpler than this? The Department of Energy and

:07:47.:07:51.

Climate Change says it's aiming to limit the time to takes to switch

:07:51.:07:55.

to three weeks and cut the hassle out of switching with a new method

:07:55.:08:00.

of checking and changing. You can find the advice on this special

:08:00.:08:09.

website: The big six energy companies say they're committing to

:08:09.:08:13.

making switching as easy as possible and agreed to write to 8

:08:13.:08:17.

million customers advising them of the best ways to save money. With

:08:17.:08:25.

me now is Ian Marlee, from off yem. -- Ofgem. So much for the Energy

:08:26.:08:29.

Secretary saying switch. You see what happens if you try. Firstly, I

:08:29.:08:34.

think we should say that sadly your film reinforces some of the

:08:34.:08:37.

concerns that we ourselves have identified and expressed recently,

:08:37.:08:42.

about how the energy companies are failing their consumers. There are

:08:42.:08:45.

definitely good deals out there and we would encourage people to switch,

:08:45.:08:50.

but we know it's not as easy as it could or should be. On your own

:08:50.:08:54.

figures, 85% of people don't even try and switch, do they? That's

:08:54.:08:58.

right. Switching has gone down in the past few years and we think

:08:58.:09:03.

that is for a number of reasons, mainly around things like tariff

:09:04.:09:06.

complexity, which makes it very difficult, but it's important to

:09:06.:09:11.

say that a couple of years ago, we set up the ombudsman to try to deal

:09:11.:09:17.

with the kind of complaints on your film, and really he is there if

:09:17.:09:20.

people are finding that actually the companies aren't dealing

:09:20.:09:26.

properly with their complaints, they can go there. Last year, he

:09:26.:09:30.

dealt with 5,000 complaints, of which the vast majority were found

:09:30.:09:33.

in favour of the consumer and in two out of three cases they

:09:33.:09:38.

received financial compensation. the regulator, 400 different

:09:38.:09:43.

tariffs have grown up in the last four years. Were you sitting by and

:09:43.:09:47.

smiling? You are absolutely right, that the market is too complex.

:09:47.:09:50.

haven't you done anything about it? We have been doing things. Over the

:09:50.:09:53.

last few years, we have done a number of things, where we have

:09:53.:09:57.

identified problems and dealt with them. For example, a couple of

:09:57.:10:02.

years ago we introduced - we found out that the suppliers were

:10:02.:10:05.

charging unjustified price differences to consumers. For

:10:05.:10:09.

example, if they were on prepayment metres. They are some of the most

:10:10.:10:14.

vulnerable consumers and we banned those unfair price differentials.

:10:14.:10:19.

That is locked in about 300 million worth of savings for consumers. The

:10:19.:10:22.

important thing is that the suppliers are still failing

:10:22.:10:25.

consumers and therefore we are about to undertake the most radical

:10:25.:10:29.

reform of the retail market that we have seen in the last ten years.

:10:29.:10:36.

But you have warned them so many times. Surely, if you had done

:10:36.:10:40.

injure job properly, there wouldn't have had to be a summit at Downing

:10:40.:10:44.

Street. The profits increase every year and consumers are being more

:10:44.:10:49.

and more punished, to the point where they can't afford energy?

:10:49.:10:53.

have been dealing with the problems that have been there. What we are

:10:53.:10:57.

now saying - Why aren't you doing it quicker? The tariffs - they've

:10:57.:11:01.

increased by double the amount over the last couple of years. We need

:11:01.:11:06.

to address that and say, look, we threw down the gauntlet to the

:11:06.:11:15.

suppliers and they haven't cleaned up their acts. For 75% of people on

:11:15.:11:19.

standard tariffs, why should there be more than one payment type.

:11:19.:11:23.

soon will we see your efforts in our bills? With the reforms, there

:11:23.:11:27.

will be the radical simplification and we have said to the company -

:11:27.:11:32.

If they don't? They have until spring to respond positively and if

:11:32.:11:36.

they don't, then we have the option of senting them off to the

:11:36.:11:40.

Competition Commission. Thank you. Some company responses to the film.

:11:40.:11:45.

British Gas have apologised to two the customers and blame an

:11:45.:11:50.

administrative error on the mistake on Rod's bill and they say

:11:50.:11:54.

Melissa's name was wrongly entered, meaning they took over the wrong

:11:54.:11:57.

supply and that's been rectified. As for Paul, they say they was

:11:57.:11:59.

charged higher rates because they didn't receive notification from

:11:59.:12:06.

his new supplier. However, they've refunded his �25 as a gesture of

:12:06.:12:11.

goodwill. Scottish Power have apologised to Glynn for applying a

:12:11.:12:14.

cancellation charge. They are compensating her for the time spent

:12:14.:12:20.

rectifying the problem. ED if have apologised for the delay to Lloyd,

:12:20.:12:23.

blaming a system error and have offered him compensation. If you

:12:23.:12:27.

would like to comment on this, or any of toe fight's stories, please

:12:28.:12:37.
:12:38.:12:43.

e-mail us: Coming up - this WH Smith hotel gift package. Price on

:12:43.:12:49.

the box, �109. Price at the room as little as �60. Nissan, they

:12:49.:12:53.

advertise this model as urban proof, whatever that means. Beware if you

:12:53.:13:00.

are driving it around town. Dear Matt, why don't the rogues you

:13:00.:13:06.

feature ever get arrested at the end of the show? Dear Mr Matt, why

:13:06.:13:10.

go to all that effort catching them only for them to runway? We get a

:13:10.:13:16.

few of these, but you see, it's not our job to bring wrong doers to

:13:16.:13:20.

justice. It's up to the authorities to do the prosecuting and very

:13:20.:13:24.

often they do. Tonight, briefly, you can come away from your key

:13:24.:13:27.

boards because we are going to reveal what happens to some of our

:13:27.:13:37.
:13:37.:13:51.

Dan and I enjoy the cinema. I am into Korean classics, early French,

:13:51.:13:57.

anything by a Coen brothers. What do you think, down? Pretentious. I

:13:57.:14:03.

prefer the Back To the Future trilogy. OK, wisecracking cool kid

:14:03.:14:08.

with eccentric sidekick. I like it. Also it is fitting because we are

:14:08.:14:14.

about to travel back in time. Hold on, is this a sequel, a

:14:14.:14:21.

prequel, or a third, or something else? OK, what this is, is ask

:14:21.:14:25.

telling people what happened and then Updating them with new

:14:25.:14:32.

information for the nation. terms of Star Wars, where are we?

:14:32.:14:39.

As Luke been born yet? That is how we have to understand it. We are

:14:39.:14:43.

sitting on the Death Star. We are watching old films of the pod race.

:14:43.:14:49.

And we are telling everybody what happened. I have got it. Round the

:14:49.:14:57.

film. Les meet tonight's first leading man, who we met first last

:14:57.:15:01.

September. Nicky Date. He liked to roam the streets of Cardiff

:15:01.:15:05.

collecting people's rubbish. He then roamed the streets of Cardiff

:15:05.:15:08.

looking for somewhere to put it, which was usually on the streets of

:15:08.:15:13.

Cardiff. And for this, he has been jailed in the past. We heard he was

:15:13.:15:18.

back at it and when we called him out he quoted as �80. Not much, but

:15:18.:15:22.

then he did not do much work, either. He even got our research

:15:22.:15:32.
:15:32.:15:49.

Oh, yeah, it is coming back to me. It is when you wore the outfit you

:15:49.:15:55.

bought from the motorway services. This is our chair, our bed box. Not

:15:55.:15:59.

very nice if he wants to get his car out there. Another chair. You

:16:00.:16:02.

might see things all over the country and think nothing of it,

:16:02.:16:07.

but it is one of those things that makes life a little bit worse. And

:16:07.:16:11.

of course, our council tax goes to pay to clear it up. Thank you,

:16:11.:16:17.

Nicky Date. That is the bit I remember. What happened? We called

:16:17.:16:22.

him back to another job and I brought along some friends. Monkey

:16:22.:16:28.

Helen? Not those kind of friends. The Cardiff Arms male-voice choir.

:16:28.:16:33.

They are not your real friends. Maybe, but they are good men with

:16:33.:16:38.

great voices and lovely sweaters, as Nicky Date found out when we

:16:38.:16:48.
:16:48.:16:50.

called him back to collect some Hello, Matt Allwright from BBC

:16:50.:16:54.

Rogue Traders. Do you recognise that tune, it is the Ash Grove.

:16:54.:17:00.

With you, it becomes the trash growth, because you fly tip.

:17:00.:17:04.

Unfortunately, the ones that we have seen have ended up in someone

:17:04.:17:08.

else's skipper, or down a back alley like that. That is the ones

:17:08.:17:12.

that we know that you have fly tipped. And you have been convicted

:17:12.:17:17.

for in the past. You are still matted, so many years later. You

:17:17.:17:21.

are a fly Tipper. That is what we gave you and that is where it ended

:17:21.:17:29.

up. You did that, didn't you? It is coming back out. It might as well

:17:29.:17:35.

end up in our front yard, as in someone else's backyard. We are not

:17:35.:17:45.
:17:45.:18:06.

Do you see what we did there? Nicky Date, one of South Wales' premier

:18:06.:18:12.

fly tippers. Do not give him yours. That is where the story ended and

:18:12.:18:17.

now you're going to give us the epilogue. I would not leave you

:18:17.:18:22.

without an epilogue. On 26th May this year Nicky Date appeared at

:18:22.:18:26.

Cardiff Magistrates Court to get a sentence on two charges of fly-

:18:26.:18:31.

tipping. But these charges were special, because he was tipping oil.

:18:31.:18:35.

Look at that. He could have left it in the container but he has tipped

:18:35.:18:40.

it all over the ground. For this, and the other charge of fly-tipping,

:18:40.:18:44.

he received a six-month suspended sentence, 12 month supervision

:18:44.:18:48.

order, 200 hours of unpaid work and an ASBO MACRO hanging round his

:18:48.:18:53.

neck. This was him arriving at court, before he had even found out

:18:53.:18:56.

what was going to happen. He is about to do a dance with the

:18:56.:19:04.

photographer. Only real men can wear pink. Your footage was used as

:19:04.:19:08.

supplementary evidence which helped to secured a five-year ASBO against

:19:08.:19:12.

him. Fly-tipping is a major problem in Cardiff, costing the city

:19:13.:19:19.

council of to �1 million a year to clear-up. Thank you, Steve. Yes, a

:19:19.:19:23.

good one, but don't go away as there is plenty more real justice

:19:23.:19:28.

to be dished out, including the tasty tale of the TV repairman who

:19:28.:19:33.

overcharged us by hundreds. Do you lack imagination, or do you just

:19:34.:19:39.

like prison food? Can you tell me? I will tell you what happened after

:19:39.:19:45.

that report a bit later. It is delicious! All of that talking

:19:45.:19:50.

about food has made me hungry. How about you and me, dinner for two?

:19:50.:19:58.

Look what I have bought you. �49, Amazing Adventures gift, experience

:19:58.:20:02.

from WH Smith, Restaurant Discovery for Two. How much do you think it

:20:02.:20:08.

is worth? �49. You would have thought so. One viewer received it

:20:08.:20:14.

and was offered a meal worth just �20. Here is another question. A

:20:14.:20:22.

weekend for two? Yes, even more. The price on the box, �109.

:20:22.:20:28.

would expect a room worth �109. but it could be a lot less, like

:20:28.:20:34.

this one, for Tony Artemeo. Recently, some good friends of ours

:20:34.:20:38.

to help us celebrate our 30th wedding anniversary gave us a

:20:38.:20:43.

voucher from WH Smith's for �109 for one night bed-and-breakfast for

:20:43.:20:46.

two people course that I found a suitable bed and breakfast just

:20:46.:20:50.

over an hour from where I live. I phoned the proprietor and he

:20:50.:20:56.

informed me the voucher was not worth �109 but �60. I think this is

:20:56.:20:59.

all full value for money and not something I would recommend to

:20:59.:21:05.

anyone. What is going on? Although the gift experience is sold in WH

:21:05.:21:08.

Smith, it is run by a company called Activity Superstore and they

:21:08.:21:13.

are taking a big slice of the money for themselves. When we called

:21:13.:21:18.

participating hotels to find out what �109 would entitle us to, here

:21:18.:21:24.

is what three of them told us. received a voucher from a friend

:21:24.:21:34.
:21:34.:21:46.

I was wandering, how much is the Out of interest, how much do they

:21:46.:21:56.
:21:56.:22:04.

take? And can I ask, how much is We did call another hotel who said

:22:04.:22:12.

we could get �100 roomed with a �109 voucher. And what do Activity

:22:12.:22:16.

Superstore say? They say that over 99% of customers have no complaint

:22:16.:22:22.

and only 0.1% complain about value. Of course. There are 57 hotels to

:22:22.:22:27.

choose from. They say each is Independent with its own pricing

:22:27.:22:31.

structure. In addition, many charge different rates depending on the

:22:31.:22:35.

time of year, day and week, but because the voucher is valid for a

:22:35.:22:38.

year it covers these many different prices and customers can stay at a

:22:38.:22:44.

time convenient to them. What about the �49 restaurant Boucher that was

:22:44.:22:51.

worth less than half? Well, Toby Joyce alerted us to that one. A �20

:22:51.:22:54.

a meal was all that he was offered when he tried to use it because

:22:54.:22:59.

that is what the restaurant said it was worth to them. Activity

:22:59.:23:04.

Superstore say that it should have offered him a tasting menu worth up

:23:04.:23:07.

to �50, and all of the 100 participating restaurants have

:23:07.:23:11.

agreed to do that. They have now offered Toby a free meal as an

:23:11.:23:15.

apology. WH Smith says that it is sorry some customers have been

:23:15.:23:20.

disappointed with the Amazing Adventures packs. It says it will

:23:20.:23:23.

be contacting Activity Superstore about the issues and will support

:23:23.:23:27.

them with selecting the outlets offering the packages to customers.

:23:27.:23:31.

In a nutshell, I could take you away on the cheap, very exciting,

:23:31.:23:36.

even on the cheap, by booking a room director one of the hotels we

:23:36.:23:40.

called for �60 and it is not only exciting but I would be �49 in

:23:40.:23:45.

pocket. Exactly, a bottle of champagne!

:23:45.:23:50.

Up next, Fiat and Nissan, two companies with diesel models

:23:50.:23:54.

perfect for driving around town. Kind to the environment, but not on

:23:54.:23:59.

your wallet. Whether it is doing the school run,

:23:59.:24:03.

commuting, were doing a big shock, a city car seems the perfect

:24:03.:24:07.

solution for the city driver. And they come with tempting incentives,

:24:07.:24:13.

like this baby, the Fiat 500, named city car of the year by Business

:24:13.:24:17.

Car magazine. Low emissions and low tax. And if you choose a diesel,

:24:17.:24:22.

you might save on fuel consumption, too. In that case, I might give it

:24:22.:24:32.
:24:32.:24:32.

another spin. Damon bought his brand new Fiat 500 two years ago.

:24:33.:24:36.

bought the car as a city runaround. I was looking for something that

:24:36.:24:41.

was compact, easy to drive, especially in town. I wanted

:24:41.:24:44.

something economical and environmentally friendly.

:24:44.:24:47.

within one year, a warning light came on the dashboard and he

:24:47.:24:52.

discovered his little Fiat had a big problem. If I spoke to a

:24:52.:24:55.

mechanic who told me that because it was fitted with the component

:24:55.:25:01.

that is used to control emissions, I would need to take the car out

:25:01.:25:07.

regularly for 20 minutes and drive it constantly for 50 mph for it to

:25:07.:25:12.

function properly. Fiat do mention this part in their manual but Damon

:25:12.:25:17.

says he was not told about it when he bought the car. I went for a

:25:17.:25:21.

test drive and no one mentioned about a diesel perhaps not being

:25:21.:25:25.

appropriate for town or city driving. I am left with a car that

:25:25.:25:28.

I have to take out for longer drives than I normally would do,

:25:28.:25:34.

and I wish I had bought petrol. This is the part in question, the

:25:34.:25:39.

diesel particulate filter, DPF. It is fitted to the exhaust to trap

:25:39.:25:43.

the soot and reduce emissions. But if you were using the car

:25:43.:25:47.

exclusively for city driving, you could be in trouble. The part

:25:47.:25:51.

usually cleans itself when the engine runs at high speed, a

:25:51.:25:55.

process called regeneration. If this has not happened for a while,

:25:55.:25:59.

a warning light indicates the filter has become blocked. It must

:25:59.:26:02.

be clear by driving the car at high revs by a sustained period, easily

:26:02.:26:08.

done on the open road but more difficult around town. And it is

:26:08.:26:13.

not just these cars that have this filter. The part was introduced to

:26:13.:26:18.

bring cars in line with new EU green emissions rules. Most modern

:26:18.:26:22.

diesels are fitted with it. So it could be a problem if you're

:26:22.:26:27.

thinking of buying a so-called urban proof Nissan, as the diesel

:26:27.:26:33.

version could end up costing you. Report hours from our local Nissan

:26:33.:26:37.

dealership. We spoke to the sales man in the dealership and we asked

:26:37.:26:42.

if there were any problems with it. He said you could get an issue with

:26:42.:26:45.

the diesel particulate filter on them, and he asked what type of

:26:45.:26:49.

driving we do. We explained normal day-to-day commuting as well as

:26:49.:26:54.

pulling a caravan. He assured us it would be fine. Five months later,

:26:54.:26:59.

the warning light came on. manual said that what I should do

:26:59.:27:02.

was to take the car to a dual- carriageway, somewhere I could get

:27:02.:27:07.

it above 50 mph, and drive it for 30 minutes, or until the filter

:27:07.:27:11.

light went out. That was what we did. One month later, the light

:27:11.:27:15.

came on again, this time accompanied with the engine

:27:15.:27:19.

management liked. It said to take the car to a local dealership for

:27:19.:27:23.

further investigation. His films are needed to be regenerated, but

:27:23.:27:29.

as a previous owner had already claimed Ford, Nissan charged him

:27:29.:27:33.

nearly �250. They later agreed to a one-off refund. Any more problems,

:27:33.:27:38.

and he is on his own. It is quite likely to happen again, thus

:27:38.:27:44.

costing me another �250 to sort out. I don't think it is urban proof at

:27:44.:27:48.

all. It cannot cope with normal day-to-day commuting and I do not

:27:48.:27:53.

feel confident in it. Watchdog has received over 200 complaints about

:27:53.:27:56.

blocked diesel particulate filter has, a problem affecting diesel

:27:56.:28:00.

cars made by most manufacturers. Some drivers have had to pay

:28:00.:28:04.

hundreds to have them clear, whilst one customer needed a replacement

:28:04.:28:11.

costing over �1,000. Manufacturers should instruct dealers to ask

:28:11.:28:14.

searching questions of potential customers. If the customer says

:28:14.:28:19.

they needed for the urban commuting and not regularly for a run down a

:28:19.:28:24.

motorway, the dealer should say, with this technology, it could be a

:28:24.:28:28.

problem for you. In fact, nearly all diesels built

:28:28.:28:32.

after 2009 have one of these filters. The question any owner

:28:32.:28:37.

will ask is, how do I stop it blocking? Manufacturers advise

:28:37.:28:41.

driving the car at around 40 mph continuously until regeneration is

:28:41.:28:46.

complete and the warning light goes off. It is difficult to do that in

:28:46.:28:49.

built up areas but our expert believes it is more about the revs.

:28:49.:28:54.

You can get the revs up by driving at a good speed in a lower gear

:28:54.:28:57.

than normal. But the Reds have to stay up for about 15 minutes in

:28:57.:29:01.

order for the filter to be cleared, and that is not always easy, as I

:29:01.:29:11.
:29:11.:29:12.

We are up to 60 and immediately it's below 2,000. That wouldn't

:29:12.:29:15.

generate enough heat to clear the filter. You need to speed up so

:29:15.:29:22.

even at 60 you need to be in one gear below top. I'm a city driver,

:29:22.:29:27.

can I do this at 40? Of course you can. You need to put it into gear

:29:28.:29:37.
:29:38.:29:39.

to give you 2,500 rpm. What have you got on your 40mph road in town

:29:39.:29:42.

traffic light, round abouts. Every time you stop the process goes

:29:42.:29:47.

right back to the beginning and has to start all over again. OK. Not

:29:47.:29:51.

everyone agrees with that advice. The Society for Motor Manufacturers

:29:51.:29:54.

and Traders says normal driving, even in towns and cities, is

:29:54.:29:58.

usually enough for the filters to regenerate automatically. Fiat, who

:29:58.:30:02.

point out they've never marketed this as a city car, say the

:30:02.:30:06.

regeneration conditions required for that model are not as exacting

:30:07.:30:10.

as we have shown. Their advice is on the website and the information

:30:10.:30:16.

packs and handbooks they give to new owners. You can find it on our

:30:16.:30:21.

website. Nissan say their sales literature explains DPS and they

:30:21.:30:25.

say the staff are trained to help staff make the right purchase

:30:25.:30:29.

choice and very interesting this - they say they would recommend one

:30:29.:30:33.

of their petrol or electric cars for anyone planning to use their

:30:33.:30:37.

vehicle for short journeys only. Next, travel insurance. Although

:30:37.:30:42.

millions of people in the UK buy annual policies covering them for

:30:42.:30:46.

all overseas trips, some travel companies are still adding

:30:46.:30:48.

insurance to your bills automatically. You might not even

:30:48.:30:54.

spot it. Booking a holiday is often an exciting and emotional

:30:54.:30:58.

commitment. When doing it on-line, often you want to skip to the end

:30:58.:31:05.

and just book it. However, hold on. Within the final pages there may

:31:05.:31:08.

lie a whole lot of extra options and with some, if you are not

:31:08.:31:14.

careful, you could end up paying more than you expected, as they

:31:14.:31:17.

pre-select extras. By ticking an option like travel insurance it

:31:17.:31:21.

gets added to your bill. Even though you may already be covered

:31:21.:31:25.

or could find it cheaper or better elsewhere. Luckily, though, there

:31:25.:31:29.

are EU regulations that prevent them doing this. So none of them

:31:29.:31:35.

would still be at it, would they? I've been clicking through a sample

:31:35.:31:38.

of on-line travel sites. The result - big names are costing you big

:31:38.:31:44.

money. By opting you in, unless you check the terms, they'll be jacking

:31:44.:31:48.

up your price. Last month, I searched for a week in Florida for

:31:48.:31:53.

a family of four. Look at this. Expedia. They automatically added

:31:53.:31:59.

travel insurance to the price, putting a massive �127.50 on my

:31:59.:32:03.

bill. They even listed travel insurance as included, so it looks

:32:03.:32:08.

like you are getting a discount for not taking it, but it was never

:32:08.:32:16.

included in the original price, so it's an added extra, and I had to

:32:16.:32:22.

ensure I deselected it, but it's easy to miss. If only it would just

:32:22.:32:29.

-- it were just the one. I found last minute.com at it. It

:32:29.:32:35.

automatically added �99 and opodo. That was �110 for the week. But

:32:35.:32:43.

this isn't just about travel insurance. Thompson and Flybe say

:32:43.:32:47.

baggage is an optional extra. They pre-select this, so how are they

:32:47.:32:54.

all getting away with this? The EU has rules in place to stop

:32:54.:33:01.

companies doing this. It's a clear breach, but these haven't yet been

:33:01.:33:05.

incorporated into British law. It's expected by the end of the year, so

:33:05.:33:09.

there aren't any penalties available for breach. However, the

:33:09.:33:12.

UK's airline industry regulator wants them to follow the EU rules

:33:12.:33:19.

now. The European law on pricing transparency is very clear.

:33:19.:33:24.

Optional extras should be clearly displayed and only offered on an

:33:24.:33:28.

opt-in basis and we are doing work with the Office of Fair Trading to

:33:28.:33:31.

make sure all the tour operators have no doubt they need to comply

:33:31.:33:36.

with this. It's really important that people actively choose to buy

:33:36.:33:40.

these optional extras and that things aren't slipped into their

:33:40.:33:44.

basket without them noticing. can be easy to miss what has been

:33:44.:33:49.

added to the bill and if you fail to opt out, you'll pay. Ending up

:33:49.:33:52.

paying for travel insurance when you already have a policy -

:33:52.:33:58.

unacceptable. Making sure you know how to deal with it - esen sal.

:33:58.:34:04.

Martin's here -- essential. Martin's here now. You have an

:34:04.:34:08.

update? Expedia and Thompson have agreed not to do this any more.

:34:08.:34:12.

There are still many more doing it. Isn't this just a question of your

:34:12.:34:15.

mandatory of reading the small print? You always do that, but some

:34:15.:34:18.

people are in a rush and the whole sites are designed to get you to

:34:18.:34:23.

sign up for the extras. People out there, maybe unfamiliar with the

:34:23.:34:28.

internet, so there are problems, but let me tell you, even Evan

:34:28.:34:34.

Davies, one BBC economics editor, presenter of the Today programme

:34:34.:34:39.

and dragsions' den tweeted he had been caught out by this. It is not

:34:39.:34:43.

acceptable. Did they get his money back? I believe he did. If anyone

:34:44.:34:47.

looks and realises they've gone and signed up for travel insurance they

:34:47.:34:51.

don't need, what do you suggest? Write to the company and it is

:34:52.:34:54.

strong if you have another policy so you really didn't need this one,

:34:54.:34:59.

but I would like to start a mini armchair revolution tonight,

:34:59.:35:02.

because the financial ombudsman has never had a case like this, but it

:35:02.:35:05.

says it would look at it and customers need to be treated fairly.

:35:05.:35:10.

If the company says it won't give you the money back, take it to him.

:35:10.:35:15.

It can award compensation. What we need to do is hit them in their

:35:15.:35:20.

pockets. Wonderful. Thank you. Chris. Thank you very much. A few

:35:20.:35:26.

other company responses to the report. Last minute. Dom say they

:35:26.:35:30.

are concerned that uninsured travellers may not be able to

:35:31.:35:40.

afford issues whilst abroad. Opodo say customers can remove insurance,

:35:40.:35:45.

or on the next page of the booking process before they main. Flybe say

:35:45.:35:50.

they are complieing with all regulations on the way they offer -

:35:50.:35:58.

- come plying with all regulations on the way they are offering extras.

:35:58.:36:01.

Still to come - Shell it claimed the fuel offered drivers big

:36:01.:36:05.

savings. Oh, no, it doesn't. BT - why one of their discount deals

:36:05.:36:13.

could end up costing you more. Back to Rogue Traders II, this time it's

:36:13.:36:17.

personal. The sequel that lets you catch up with some of the people we

:36:17.:36:22.

have exposed over the last couple of years. In one moment, we reveal

:36:22.:36:25.

what happened to a clamping firm in Essex. Before that, the TV repair

:36:25.:36:30.

man who cheated the people of Birmingham. Take your seats. It's

:36:30.:36:38.

about to begin. Salted or sweet? Mixed. Couldn't make my mind up.

:36:38.:36:44.

What is next? Were you not listening to what I just said in

:36:44.:36:51.

the studio? I don't know! Anyway, this is the story of Mr Sharma,

:36:51.:36:55.

until recently, based in Birmingham. In 2006, he was sentenced to 12

:36:55.:36:59.

months after breaching a court order designed to stop him cheating

:36:59.:37:04.

customers and he was served with a further order. By 2009, he was back

:37:04.:37:09.

at it again, making your TV problems disappear. He also made

:37:09.:37:13.

your TV disappear, according to some of his customers. He came and

:37:13.:37:18.

he said it would have to be taken away for repair and I've never seen

:37:18.:37:24.

the television since. TVRC went under many names posing as local.

:37:24.:37:31.

We gave them a TV. Should have done it. Instead, we were told the set

:37:31.:37:34.

was irreparable and offered a replacement. Remind me, what did

:37:34.:37:39.

the telly need? A built of soldering. Taking? Ten minutes,

:37:39.:37:45.

maybe, tops, half an hour. Yeah. We said no at which point the TV was

:37:45.:37:49.

repairable, but it cost more more than double what it should and

:37:49.:37:54.

wasn't really fixed at all. plot is dragging a bit. I'm sorry,

:37:54.:37:58.

but it's essential background. We gave them another one with a

:37:58.:38:03.

nackered switch. Replacement should cost �150, including labour. They

:38:03.:38:08.

charged us �345 to repair it. When I say repair it, it would switch

:38:08.:38:14.

itself off after a couple of hours, so not particularly helpful.

:38:14.:38:17.

doorstep confrontation. In a supermarket car park, somewhere in

:38:17.:38:23.

the Midlands. How are you? The thing I'm wondering is how you can

:38:23.:38:30.

go to prison for running a dodgy TV repair company and yet three years

:38:30.:38:35.

later be doing exactly the same thing. Have you lot your car?

:38:35.:38:38.

Because, that's what you are doing and we have heard from your

:38:38.:38:44.

customer, yes, this one back here, we have heard from your customers

:38:44.:38:50.

who tell us that just like before their TVs are not coming back to

:38:50.:38:56.

them. Have you -- have you lack of imagination or do you like prison

:38:56.:39:03.

tood? Is that what it -- food? Is that what it is? Big fella. In big

:39:03.:39:10.

trouble, because after it aired on the country's favourite show he

:39:10.:39:15.

took time out. He soon returned to his old tricks. Trading Standards

:39:15.:39:21.

decided to prosecute again and he appeared in April in court and

:39:21.:39:25.

jailed for 15 months for breaching that order. He must like the food.

:39:25.:39:32.

Next! Yes, this part is a double- feature with the second film

:39:32.:39:37.

featuring LBS Enforcement Limited, a clamping company who took no

:39:38.:39:43.

prisoners. That's wrong. They took prisoners. They said �150 for clamp

:39:43.:39:48.

releasing as the fee and �200-odd for the truck and I said, well,

:39:48.:39:53.

what do you mean? They said we have deployed a truck to tow your car.

:39:53.:39:57.

Then there was Jenny King. She doesn't deny she parked in the

:39:57.:40:02.

wrong place, but one of several people who was intimidated by the

:40:02.:40:06.

LBS clamper. I was out on Saturday shopping. Came back to my car being

:40:06.:40:15.

clamped to this very big, ugly man. He wanted me to pay �435 there and

:40:15.:40:20.

then. I paid it. I was very frightened and I just paid him.

:40:20.:40:24.

�400 just blown us away. I do work, but I'm a single parent. You can't

:40:24.:40:32.

afford that, can you? I'll say. As ever, we needed to see them at work

:40:32.:40:37.

for ourselves. Our researcher, Hannah, yes, she is back, only

:40:37.:40:47.
:40:47.:41:11.

stopped for five minutes in this Ben blocked her in and demanded

:41:11.:41:21.
:41:21.:41:54.

We later caught up with one of the directors of the firm and clamped

:41:54.:41:57.

his car. The good news is since then the authorities have caught up

:41:57.:42:05.

with the company too. Ben Collins, and Edward Lapenna and director

:42:05.:42:10.

Mark Stone have had their licences taken away. They have also been

:42:10.:42:13.

given 13 weeks' suspended jail sentences for using threatening

:42:13.:42:17.

words and behaviour when posing as debt collectors and the Inland

:42:18.:42:21.

Revenue has won an application to have the company wound up for non-

:42:21.:42:25.

payment of taxes, all of which will bring a warm glow to the motorists

:42:25.:42:30.

of es em, not to mention Hannah. -- Essex, not to mention Hannah. She

:42:31.:42:37.

did get out in the end. As for our next rogue - you have sold us a car

:42:37.:42:42.

which has been clocked. As you know, that is against the law. He tried

:42:42.:42:49.

to escape too. He may have got away from me. Straight down the middle

:42:49.:42:54.

there. But he couldn't outrun the courts. Find out what happened to

:42:55.:43:01.

him in about ten minutes. A few e- mails from you about diesel filters.

:43:01.:43:04.

One driver here says, he bought the car to drive around town, but he's

:43:04.:43:07.

had to spent half an hour on the motorway every week to unblock the

:43:08.:43:11.

filter. Lots of you also getting in touch about switching energy

:43:11.:43:17.

supplier too and we'll have an update later on. Next, Currys and

:43:17.:43:25.

PC World and their repairs aftersales team. We featured them

:43:25.:43:28.

last year. They were season standard with repairs and had

:43:28.:43:32.

terrible customer service. They've been relaunched as knowhow and

:43:32.:43:35.

according to Dixons Retail Group, things are very different, but

:43:35.:43:39.

surprise, surprise, according to customers, who have contacted

:43:39.:43:49.
:43:49.:43:57.

Millions of people are tuning into Strictly. I love nothing more than

:43:57.:44:01.

a Saturday night in front of a corporate video. The board are

:44:01.:44:06.

excited about this and that does not happen often. A have seen the

:44:06.:44:10.

plans and they look exciting. the most excitable thing that has

:44:10.:44:15.

happened to us for a long time. have the opportunity to do

:44:15.:44:20.

something amazing in UK retail. Wow! Thank goodness they are

:44:20.:44:23.

excited because for me there is nothing less tedious them those

:44:23.:44:28.

annoying technical issues. Knowhow not only promise to help you set up

:44:28.:44:33.

in store and repair your laptop, TV or desktop, but they also offer

:44:33.:44:39.

plenty of advice and lots of reassurance. They collected Rob's

:44:39.:44:44.

laptop when his hard drive failed, but then Knowhow themselves failed

:44:44.:44:48.

to send it back. They could not tell me where the laptop was,

:44:48.:44:51.

whether it had gone out for delivery, whether it was in the

:44:51.:44:55.

repair centre, only that the systems they were working from were

:44:55.:45:01.

not agreeing with each other. is reassuring! I was getting a

:45:01.:45:04.

story saying it was at the Despatch Centre and they were looking for it.

:45:04.:45:10.

It was a different story each time. Two weeks on, Knowhow were still

:45:10.:45:15.

searching for the laptop. When I phoned back the next day, they were

:45:15.:45:20.

stating that an entire palette had gone missing. They said it had been

:45:20.:45:25.

sent to the wrong Despatch Centre. Hang on, a palette? Well, they may

:45:25.:45:29.

have told him that originally, but they have since denied losing the

:45:30.:45:35.

palate. His laptop, yes, that had gone missing. But by the time they

:45:35.:45:40.

offered a replacement, he had had enough. After two weeks and hours

:45:40.:45:44.

of phone calls, I was disgusted to the point where I just wanted to

:45:44.:45:49.

separate myself from them. Since the launch of Knowhow in March, we

:45:49.:45:53.

have had over 100 complaints, mainly about the servicing of

:45:53.:45:56.

laptops. But with their state-of- the-art repair Lab, which sounds

:45:56.:46:03.

fancy, surely they have the know- how to fix an obvious fault. Let's

:46:03.:46:07.

hear from Sarah Taylor, whose laptop kept switching itself off.

:46:07.:46:14.

She arranged for Knowhow to repair the fault. They sent it back within

:46:14.:46:18.

seven days. I plugged it in and I was happy, the laptop was back. 15

:46:18.:46:22.

minutes later, it stopped working again. I was straight on the phone

:46:22.:46:28.

to them. Again and again, she sent off her laptop to Knowhow to get it

:46:28.:46:33.

fixed. Frustrating. But at least she could keep up-to-date with

:46:33.:46:38.

repairs thanks to their trains and track system, couldn't she? I wish

:46:38.:46:42.

I could tell you about it but I never had a tracking number. The

:46:42.:46:45.

only number I ever received was a booking reference number, so I

:46:45.:46:48.

cannot tell you how great the service is, because I never

:46:48.:46:53.

received one. After seven attempts, they eventually admitted they did

:46:53.:46:57.

not have the know-how to fix her computer and offered a replacement

:46:57.:47:03.

instead. I feel I have been treated very badly by Knowhow. They are not

:47:03.:47:07.

providing the service they should. They need to make a good impression,

:47:07.:47:10.

provide an efficient service, the repairs will be done. Simply not

:47:10.:47:15.

true. It still, at least she got a new computer for her troubles but

:47:15.:47:21.

things do not always turn out so well. One customer was so tired of

:47:21.:47:23.

waiting for a computer to be repaired that she asked for it back

:47:23.:47:28.

and got a sticky reminder of Knowhow's customer care. And when I

:47:28.:47:38.
:47:38.:47:41.

say sticky, does anybody know how to get this off? OK, not great so

:47:41.:47:46.

far, but at least you can pay a little extra for their premiere

:47:46.:47:50.

cover. You know, the one that is supposed to give you the best

:47:50.:47:56.

possible cover when things go wrong. Just as they did for Michele Morgan.

:47:56.:48:00.

When I phoned the faults department and said my daughter's laptop was

:48:00.:48:04.

not working properly they were extremely good and I thought, all

:48:04.:48:10.

well and good. Sadly, that was as well and good as it got. Speedy

:48:10.:48:15.

repair service? Weeks later, still no sign of the computer. Every time

:48:15.:48:19.

I phoned, they would give me a different delivery date and then it

:48:19.:48:24.

would not arrive. I phoned the delivery people, I phoned the

:48:24.:48:27.

warehouse where it was being repaired. They could never give me

:48:27.:48:33.

a concrete answer. The good news - after five weeks, Knowhow did

:48:33.:48:39.

deliver a laptop to Michelle. The bad news - it was the wrong one.

:48:39.:48:46.

could not believe what I was seeing. My main concern is, who has got my

:48:46.:48:51.

daughter's laptop? She is a 14- year-old girl. I did not want

:48:51.:48:56.

anybody looking through her computer. Knowhow agreed to replace

:48:56.:49:02.

her daughter's laptop and managed to trace her lost data. And for her

:49:02.:49:06.

troubles they offered �40. I feel, in my heart, that I would never

:49:06.:49:13.

again take out premier club cover with Knowhow. I have no trust

:49:13.:49:17.

whatsoever in the company, in anything they have done. So, new

:49:17.:49:26.

name, new slogans, but for some customers it is the same old story.

:49:26.:49:30.

Dixons Retail Group says that Knowhow has a 99% success rate but

:49:30.:49:34.

human error means they have occasionally let down customers.

:49:34.:49:38.

Any customers having problems should e-mail them direct. The

:49:38.:49:41.

address is on screen. They apologised to every customer we

:49:41.:49:44.

featured, offering repairs, replacements or refunds where

:49:44.:49:48.

appropriate. Thank you to everyone who has been in touch about that

:49:48.:49:55.

story. Here are a few more. Halifax, part of Lloyds Banking

:49:55.:49:57.

Group, committed to building relationships with customers,

:49:57.:50:01.

focussing on and addressing their needs. So why did it tell one

:50:01.:50:05.

potential customer to (ahem) off? The abusive message was scrawled on

:50:05.:50:09.

a letter to Steve Smith, a schools examination officer from Lancaster.

:50:09.:50:12.

The offending F-word, spelled out in full, appeared at the top of an

:50:12.:50:16.

application form for a new Clarity credit card, a card that Steve,

:50:16.:50:21.

unsurprisingly, has decided not to apply for. He says he was stunned

:50:21.:50:24.

by the message and angered by Halifax's response when he

:50:24.:50:28.

complained. An operator brushed it off as the work of someone with a

:50:28.:50:32.

grudge against the company. But now a spokesman has apologised for the

:50:32.:50:34.

distress, saying that "a regrettable error in systems

:50:34.:50:37.

allowed a spurious application to progress beyond initial checking".

:50:37.:50:47.
:50:47.:50:47.

Looking forward to making big savings with Shell's FuelSave

:50:47.:50:52.

Unleaded? It's not going to happen. The oil giant has been ticked off

:50:52.:50:56.

for bigging up the effects of its petrol in a print and radio ad

:50:56.:51:01.

earlier this year. One featured a man dressed in a lab coat holding a

:51:01.:51:04.

measuring glass with the promise that drivers could save up to one

:51:04.:51:08.

litre per tank at no extra cost. Shell argued that its tests showed

:51:08.:51:13.

that the fuels achieved a 2% saving more than 10% of the time. But the

:51:13.:51:15.

Advertising Standards Authority said it had exaggerated the effects

:51:15.:51:19.

and banned the ads for being misleading. On a brighter note for

:51:19.:51:23.

the company, its second quarter profits were up 77% this year. It

:51:23.:51:27.

made �4.9 billion in just three months, which works out at more

:51:27.:51:37.
:51:37.:51:38.

than �54 million every day. Ponder BT. If you have a Friends and

:51:38.:51:42.

Family Mobile discount deal you could be paying more than those who

:51:42.:51:45.

haven't. Thousands of customers signed up for the $4.50 per quarter

:51:45.:51:49.

plan, which promised the lowest prices when calling a mobile from a

:51:49.:51:54.

BT landline, just 7p a minute. But BT have since cut the cost of

:51:54.:51:58.

calling mobiles for other customers to just 5.3p a minute during the

:51:58.:52:04.

evenings. So undercutting the Friends and Family plan. But BT

:52:04.:52:08.

says it has no plans to change the terms of the deal, and says

:52:08.:52:11.

customers who are on it can still make big savings when calling

:52:11.:52:14.

mobiles during the day, which hasn't impressed John Matthews

:52:14.:52:17.

who's demanded a refund for both his quarterly fee and the price

:52:17.:52:22.

difference on all the calls he's made. Looks like they've just lost

:52:22.:52:32.
:52:32.:52:32.

OK, intermission over. It's time for the final act of tonight's

:52:32.:52:36.

Rogue Traders sequel, with one more story in search of an ending, an

:52:36.:52:46.
:52:46.:52:50.

unhappy ending for the rogues, a And that's because these guys are

:52:50.:52:55.

so bad they gave used-car salesman a bad name, and that is bad. These

:52:55.:52:59.

brothers made a business of selling cars with hugely reduced mileage at

:52:59.:53:05.

massively inflated prices. Tricky, this one. We were fairly sure the

:53:05.:53:10.

cars were clocked, but we needed to get them to clock a car for us.

:53:10.:53:16.

know. I was there. If I remember correctly, the Magic Tree air

:53:16.:53:23.

freshener was sandalwood. First, we had to sell them the car, and then

:53:23.:53:26.

buy it back to prove beyond doubt that they knew what they were

:53:26.:53:30.

selling. The car had 128,000 miles on the clock when we sold it to

:53:31.:53:36.

them, but was showing 47,000 when we went to buy it back, which meant

:53:36.:53:44.

they could ask �6,200, not the 2300 they bought it for. Nice business.

:53:44.:53:50.

Yes, in any illegal way. We organised a test drive, with one of

:53:50.:53:55.

the brothers coming to show us what was what. But what actually was

:53:55.:53:59.

what was that the car was staying away, while he was going to have a

:53:59.:54:04.

chat with me. Matt Allwright, BBC Rogue Traders. When we sold you the

:54:05.:54:09.

car, it had 128,000 miles on the clock. Now you are trying to sell

:54:09.:54:16.

it back to us and it has 47,000. Normally what happens here is that

:54:16.:54:21.

I throw a few questions, the rogue drives off. Today is going to be

:54:21.:54:31.

different because we still have his wheels. Funny! You are running!

:54:31.:54:35.

you familiar with the term clocking? You have sold us a car

:54:35.:54:40.

which has been clocked. As you know, that is against the law. You are

:54:40.:54:44.

dealing with cars which will look younger, fresher than they are, and

:54:44.:54:48.

look like they have done a fewer miles. That means you are conning

:54:48.:54:53.

people, doesn't it? Do you mind if I put this award over your head? I

:54:53.:55:02.

am not touching you. He gets on the phone. We have got you already. He

:55:02.:55:08.

is trying to call in reinforcements, and we need help, too. Our camera

:55:08.:55:12.

crew is struggling to keep up. Who needs a car, to be honest, when you

:55:12.:55:17.

can move like this? And it is another two miles from here to his

:55:17.:55:21.

home. I will tell you what, we are walking down the middle of the road.

:55:21.:55:25.

I would say this constitutes a health and safety hazard so I might

:55:25.:55:32.

leave you to it. There he goes, straight down the middle of a dual

:55:32.:55:37.

carriageways. That his cars, clocking him, turning the clock

:55:37.:55:40.

back on one of our cars and then trying to sell it on, the crucial

:55:40.:55:50.
:55:50.:55:59.

OK, so what is the update? Both brothers were prosecuted under the

:55:59.:56:02.

Consumer protection from unfair trading regulations 2008 for the

:56:02.:56:06.

supply of clocked cars. They pleaded guilty and got 200 hours'

:56:06.:56:11.

unpaid work as a sentence. They calculated that they took half a

:56:11.:56:15.

million miles of cars in one month. That is the distance from here to

:56:15.:56:24.

the moon and back again. Wow! That is the distance across the Gamma

:56:24.:56:31.

Quadrant. You have Star Wars and Star Trek mixed up. Dangerous!

:56:31.:56:34.

Wildly erratic, let's acknowledge the work of the authorities who

:56:34.:56:39.

caught up with the brothers and Nicky Date and a TV repairman, and

:56:40.:56:44.

the guys from LDS enforcement limited. Let's hope we will not see

:56:44.:56:47.

any of them on a screen near you any time soon.

:56:47.:56:51.

And while we're at it, let's hope we don't see this character again,

:56:51.:56:54.

either. Clive Bramall of Oxford and Abingdon Washing Machine Repairs

:56:54.:56:57.

who conned his customers into handing over money for appliances

:56:57.:57:04.

that didn't turn up. The question we would like the answer to his,

:57:04.:57:08.

where has all the money gone, because you have taken thousands of

:57:09.:57:14.

pounds off different people. Well, earlier this year he was charged

:57:14.:57:24.
:57:24.:57:26.

with three counts of fraud. He pleaded guilty, received a six-week

:57:26.:57:30.

suspended jail sentence, and was ordered to carry out 250 hours of

:57:30.:57:33.

unpaid work. Which brings us to the end. But before we go, don't

:57:33.:57:36.

confuse any of the companies we featured with those of similar

:57:36.:57:42.

names. Lots of people getting in touch

:57:42.:57:47.

about switching energy supplier. It is a nightmare, says one. One says

:57:47.:57:50.

that nobody warned her her filter would become blocked when she

:57:50.:57:55.

bought her a diesel car. She has just spent �1,000 replacing it.

:57:55.:57:59.

Keep sending your stories and tip- offs. We would read them and follow

:57:59.:58:06.

up while we are off air. Just visit the website.

:58:06.:58:09.

How much does your bank account cost you? Watchdog takes a look at how you could be paying hundreds of pounds more than you should, for current account 'extras' that you do not need or never use.


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