Episode 2 Watchdog

delays. Superdrug. Cashing in on the hay-fever epidemic. Plus. Tesco.

Harveys. Virgin Rail. And. Have you got an Indesit or Hot-Point washing

machine? Hope it's still in one piece. It's Watchdog. The programme

Hello and good evening. Welcome to Watchdog. We're live, as usual, for

the next 60 minutes. Tonight. Thomson. Thomas Cook. Monarch.

Ignoring the flight delay rules. So no payouts for passengers. For them

to not only have treated us the way they did in the airport, but to then

not be compliant with the rules, you are just really let down.

Also tonight. Indesit. Hotpoint. Machines that go bang. Is yours one

of them? Plus. Tesco. Toys for boys. Protests from girls. And, same

product. Different price. Don't catch a cold fighting hay fever.

Don't know about fever, but he certainly loves his hay. Yes, we're

talking horses tonight. And we're featuring a dealer who

know about it. Well, explain this. And what about this other one he

sold? It is clear to me that you have a

problem. A very big horse shaped problem, and

one caused by dealer David Thomas, we are on the hunt for him and I

have the bit between my teeth. And so as he!

First, Thomson. Thomas Cook. Monarch. Three of the biggest names

in holidays. And all bound by a new European rule, entitling passengers

to compensation if their flight is delayed by more than three hours.

Even better, the rule is backdated, meaning you can claim for delays

stretching as far as 2007. But don't go too excited. The rule has

changed. But some companies are determined not to pay up. Here is

Ever experienced scenes like these? Thousands of flights to and from the

UK are delayed every year, leaving passengers frustrated, board and

angry. But thanks to the catchily titled EU regulation 261, delays can

mean money. If your flight is held up, you could be eligible for up to

�480 per person, even better, the rule is retrospective and a plate of

flights taken during the last six years. -- and apply. So how do you

qualify for this compensation? Well, first, you need to have flown

in or out of a European airport. Secondly, the delay must have been

for more than three hours. And lastly, the airline needs to have

been at fault. That last bit is important. Why? If the airline can

show it was not to blame, you can wave the high to your payout! -- you

can wave by bike. Judging by complaints to this programme, the

most common way to wriggle out of payment is to blame an extraordinary

circumstance, but what does that mean? It is an event outside the

control of the airline. Such as an aircraft that gets hit by a bird on

the windscreen or in the engine would clearly have an exceptional

circumstances -- circumstance and would have to land. An emergency on

board like a medical emergency might make the aircraft lands suddenly,

that would also be extraordinary. And it whether event like the

volcanic ash in 2010 when all aircraft were grounded for a week

would be exceptional circumstances for which no compensation would be

paid. A straightforward explanation, simple to understand, with so why

are so many airlines struggling with a definition? Take Thomas Cook. Andy

was delayed for 12 hours on a flight to try -- on a last year. Once over

the English Channel, the pilot announced we had been diverted back

to Gatwick and had to land and we would get in one evening, but we got

in the following lunchtime. We got back to the UK and I contacted

Thomas Cook who wrote a letter explaining it was a chilly unit and

that the galley cot had a technical fault and had started smoking on the

plane. They felt it was extraordinary circumstance and

because of that they were not prepared to pay out.

Thomas Cook were right to ground the flight but were they right to blame

someone else? Does a smoking cart count as an extraordinary

circumstance? These do not include normal technical faults, the courts

have made it clear technical faults are something one should therefore,

they should have adequate maintenance and if necessary they

should have been done by aircraft if an extraordinary fault occurs. So in

our opinion, no extraordinary circumstance. Monica next. Anthony

tried to claim compensation when his flight from Portugal was delayed for

more than nine hours in October. air bus we were due to flight back

on had a technical fault, something to do with the front landing gear,

so no evidence was available and we had to go on to two planes. We went

on the second plane and that is not go until 7:30pm. Mynach told us it

was extraordinary circumstances, so no claims. -- one. A delay on a

fault on a different fight, -- flight, how should this be classed?

Extraordinary circumstance is only applicable to your own flight so if

the plane was subject to a technical fault any previous fight, that is

not an extraordinary circumstance. -- on a previous fight. Who do

airlines and is too? When the new rule was introduced, the CAA urged

passengers to make claims. They said it was ready to ensure airlines

complied, strong words, but have they followed it with action? Not

enough, says Anthony. I contacted the CAA and they said there was a

claim, go back to Monarch and say, in their ripping you, it is a claim.

-- in their opinion. Monarch said, no. That is because the CAA cannot

force airlines to pay out. But six weeks ago, beat you promised to

strengthen rights with new legislation tightening the

definition of extraordinary circumstance -- the EU. Only delays

caused by natural disasters and air traffic control strikes can be so

defined. Those caused by technical circumstances cannot.

However clear the rules, at least one line appears determined to play

by its own. Karen's flight from the brand -- from the Dominican Republic

was delayed in 2008, so as the rule covers claims going back six years,

she made a claim. They said I should have applied for the compensation

within two years and they were not prepared to do anything and I did

not have a claim. Not so, says Alan. The airline has alleged the time

limit is two years, the European Court have made it clear the time

limit is six years from the date of the flight. So surely Thomson do

have a case to answer? With all three of these airlines seemingly

doing their best to sidestep the legislation and with the CAA unable

to force them, where does that leave us? And our own, according to the

experts. You should write direct to the airline and you should notice --

give notice you are going to take proceedings if you do not like their

ancestor Mike OK, some responses to that report.

Firstly, Thomas Cook Airlines have apologised to Andy Edge for the

delay on his flight to Tunisia, caused by smoke in the cabin. They

say that since the update to EU legislation, they are now reviewing

the case as a priority. Monarch Airlines say they have

investigated Antony Durran's claim, but they remain satisfied that the

nine-hour delay on his flight home from Portugal was the result of an

extraordinary circumstance. As a result, they say that he does not

qualify for compensation. And finally, Thomson, whose flight

carrying Karen Strahan home from the Dominican Republic was delayed for

14 hours. Now, interestingly, they still insist they can't consider her

claim because the delay occurred back in 2008. Despite the new

ruling, which applies to flights going back six years, Thomson are

adamant that all claims to do with "international carriage by air" are

subject to the Montreal Convention, which says claims must be brought

within two years. As we heard, if you're -- if your

airline will not pay up, you can take your case to the CAA. You are

from the CAA, what is your response to Thomson? They say two years, the

law is six years. It is great you are raising this because people do

not know they have got rights all the time. People need to understand

this fault question does not apply to most of their rights. If you are

not allowed to fly, they have to look after you and put you in a

hotel overnight and so forth, regardless of whose fault it is.

Somebody spent the night in an airport terminal, that is not right.

And it is six years, not two years. You are the regulator and if you

disagree, why are they not listening? We advise people to get

their claims in as quickly as possible. How many of us have

tickets from five years ago? Airlines say they do not keep

records for that long, so although people have the right, it is

difficult handling a case going back a long ways that Mac back to the

extraordinary circumstances. Monarch, it was a problem with an

earlier flight, is that an extraordinary circumstance? You need

to look at individual circumstances. We have a team of people who provide

a free mediation service. If people do not get their rights, about half

of people, airlines to pay at their first claim, but if you do not get

rights, come to us because a lot of people will charge you. We do it

free. Do not sit on the fence, is a delay of another flight and

extraordinary circumstance? I do not want to give airlines give

airlines if Blunkett passed, it can be, but if the airline has failed to

do proper maintenance, that is not extraordinary -- a blanket pass. And

the trolley on fire? It depends whether they followed manufacturers

instructions. I do not want to give rulings that let airlines of the

hot. How quickly can you resolve it? It usually takes two to three months

to get evidence from the airlines, we have about �85,000 worth of

compensation for passengers over the last few months because we have a

free service. They could go to the Small Claims Court. Repro -- we

provide a free service, it costs money to go to court. People still

have the right to go to court. The law is complicated and we welcome

the fact the EU is trying to simplify it and we can act on behalf

of people to get things sorted out. Thank you very much.

If you want to comment on that, this know these machines can explode. Why

aren't they warning the owners? And, cashing in on the hay-fever

epidemic. The medicines that cost more, despite being the same. Bikes.

So last series! Isn't that right? See that? Little shake of the head

there? That means he agrees with me. But then, I've had a very special

understanding with horses. Always Yes, me and horses go back a long

way, and I have even called the most natural horseman of my generation.

And in no way do I look like a very scared monkeys strapped onto a

spaniel! I still like bikes, but these different horses have brains

and feelings. I do not like it -- they do not like it if you put

petrol in them. You should treat a horse well and if you write one, you

should be sure it is safe, asked James. No relation to this legendary

Irish Thoroughbred and Cheltenham cup winner of the same name. She

paid �4000 for two horses from the stables near Scunthorpe. One of them

was called Ed. No relation to Mr Ed, legendary star of the 1950s US it,

of the same name. He was sold as a six-year-old when he turned out to

be four. The other horse was Monty, who Jane wanted to buy for her

six years old. She wanted to compete in showjumping. He said Monty would

be perfect. Perfect except for the serious ligament injury which Jane

discovered after buying him. He was sold to us as a jumping horse. When

I found out about the injury and got advice from the vet he should not be

jumping, not with having that injury in the past because there is a high

chance of it re-occurring. He may well have thrown my daughter.

Kelly's Cobs agreed to take back the horse and refund the money except

for the final �500 which they refused to hand over. This is their

website where they sell horses, ride horses and stand on horses. That is

strange. Even stranger, the man Jane dealt with is nowhere to be seen but

we know he is called David Thomas. You will not find him mentioned.

Funny, it is almost as if there is something he is keen to hide. You

know what, there is. Yes, let's return to 2005 when Watchdog exposed

the same David Thomas selling horses as one of them when they were quite

another. David Thomas, had you got anything to say about horse imports?

One year on, Thomas was jailed after Watchdog found him selling so-called

pedigree puppies in such poor condition many of them died. Francis

of Assisi he is not. Now is a disqualified company director he is

not allowed to be involved in the running of the company either. Yet

Lisa would dealt with him direct when she went to Kelly's Cobs

looking for horse for her grandkids. She said she did not want a

difficult young horse, she wanted an adult. He offered her woody. I was

told he was four. I discovered his true age when the vet started

vaccinations. He lifted his lip up and looked at his teeth and informed

me he was only 2.5. So not an out all at all but in horse terms, a

teenager, and a typically moody one. The reality is, he barges, he

kicks, he is unpredictable. I had a friend who led him for me once. He

yanked her so bad she had to go to a friend who led him for me once. He

yanked her so bad she had to go to A&E. That is clear to me that you

have a problem there. A big problem and as you can see for yourself with

the rolling, how could I put a child on him? Just too dangerous.

dangerous. It is time for a stint with hidden cameras and stuff. Enter

our expert. She is visiting Kelly's Cobs posing as a customer. She's

very specific in her request. She wants a horse suitable for a novice

rider. In return they recommend one prime and has seen much of the

world. Sure my hooves it is David Thomas. Restrain yourselves, ladies,

this is business, not pleasure. It sounds like a bargain but I am no

expert. Fleur however is. Being the expert she is she thinks she has

spotted signs of an injury, a swollen hind leg. Yes, my leg swells

up when I stay indoors as well. Happens all the time. Very painful.

Our team leaves to mull over the deal. Will we be back? You bet. And

what are the odds of him selling us a fine healthy beast like this one

rather than one that is not fit to be written? Exactly. Saddle up, we

are in for a bumpy ride. A lot of you getting in touch about

that flight delay compensation story. Here is one from Paul

Bentley. He said his flight from Corfu was delayed by 16 hours due to

a hydraulic failing. The aircraft say they do not have to pay out. An

e-mail from Julia said her flight suffered along delayed because of

damage to an aircraft wing by a set of steps. The airline are claiming

this can be classed as an extraordinary circumstance they do

not have to pay compensation. An update on one of last weekstories.

It concerns Boots and their decision to take down a sign saying a range

of scientific toys was suitable for boys only. There were complaints

from some customers that it was sexist. In their response, Boots

insisted they were very supportive of women in science. I wanted to

know, quite reasonably, if they took women so seriously, how many women

are on the Boots board? It is one out of 16. Almost as many as Tesco

which has three women on the board out of ten. That has not stopped it

doing the same thing. This is how they have been advertising chemistry

sets on the Tesco Direct website. They say suitable age range, nine to

12 and gender, boys. An explanation from the spokes man or spokeswoman?

It is a Tesco spokesperson. He or she has sent out apologetic e-mails

to customers who have complained. The company has now agreed to stop

labelling the chemistry sets for boys only. From now on they will be

branded as unisex. It also says it is carrying out a review of how all

toys are labelled on its website. Another result. Next, Indesit and

Hotpoint, two of the bestselling washing machine brands in the UK.

Last year we showed how a fault which caused some Indesit machines

to explode on the spin cycle. I was in the lounge with the

children, playing with their toys and keeping them amused. I heard a

horrendous bang go off in the kitchen. There was the most almighty

crash you could ever wish to hear. Thinking half the house was coming

down. It sounded basically like a bomb or something like that had

exploded. I was so angry and livid at the fact that one of them could

have got injured. The response from Indesit was the

fault is confined to two models, only a small number of machines are

affected. The size of the risk does not warrant a recall. Really? Have a

look at this. Machinery mangled, work services

destroyed, owners terrified. When we asked an expert what had caused

these explosions, he pinpointed a potentially dangerous flaw when they

were spinning. I believe what happens is a seam splits open. Then

what happens is the drum itself will open like a can. When it splits it

hits the outer drum and breaks through the outer drum. That is made

of plastic. Hitting the concrete. This is the weight on the top it is

hitting. This is smashing through the top and causing the damage.

of damage. But according to Indesit, just two models. They said

only these two models were affected. A big relief to other

Indesit owners like Lee. It could be catastrophic. I saw Watchdog last

year and I checked the model number and it wasn't anything to do with

that so I was not wary about it. I thought it was just those models.

Lee's model is different and it turns that she should have been

worried. In March she was in the kitchen with her friend Claire and

her four-year-old daughter. I was leaning on the washing machine and

there was a massive bang, an explosion and I was pushed forwards

into my friend who was cradling her daughter on the floor. We tried

asking if she was all right but she had been hit by the drawer and she

could not speak. I could not breathe, it had winded me. I managed

to get the plug and turn it off. If I had not been standing in front of

the washing machine my friend and her daughter would have been hit. I

went to the doctors and they said I have whiplash to my back and now I

have a trapped nerve to my spine. Incredibly, Lee is one of 50 Indesit

owners who got in touch after the last series to tell us that they're

washing machines had also exploded and not just the two the company had

told us about but a wide range of machines. We have received

complaints about 14 models made by Indesit and its sister company

Hotpoint. The story is always the same. When the machine is in its

peak spin cycle, the machine explodes firing Babe Ruth through

the front and the concrete block through the lid. In the vast

majority of cases Indesit pay compensation for damage. They also

pay for damages. This machine, although it is a different model, it

is exactly the same as the pictures we have seen and the one I took

apart. This is where the scene is here. It has split. Nobody sees it

because there is a paddle over the top of it. When it splits it goes

out on the left-hand side, breaks here and start carrying on. The

speed it is going, it is probably on its full spin cycle which is 1600

revs. That is why it causes so much damage. I don't believe they are

constructed so they can do 1600 revs. I think they are going far too

fast for the construction of the machine. Drums ripped, tops blown

off, parts thrown through the front. You may be shocked by some of these

photos but Indesit will not be because we have obtained a document

which shows they have known about this document since at least 2010.

In February this year, they issued this bulletin coded red for a major

safety issue. It is aimed at engineers who respond to callouts

from customers. It instructs them to look out for signs of splitting or

cracking. The bulletin names five Indesit models and two hot points.

The engineers are instructed to sit a bracket over the top of the

washing machine. This is supposed to stop any daily being thrown out of

the top of the machine. But even if the bracket does its job it will not

stop parts like the soap dish being thrown from the front -- front of

the machine and it will not stop it happening in the first place.

been in the industry for 30 years and I have never seen so much damage

before, damage which could be done to someone. Not just damage in

theory, damage in reality. T rolled Harry from Leicester was hit in the

face by a piece of exploding plastic. Or ask Lee still recovering

from her injuries two months on. cannot lift anything properly or run

around with my children due to it. I am on strong painkillers in the

evening. That could really injure somebody. They need to sort it out.

Despite all that is, there are no plans for a recall. Indesit

maintains only a small percentage of machines made between 2007 and 2009

could be affected. Once the company became aware of the issue it was

assessed under General product regulations and classified as very

low risk. It said owners do not need to be notified. It says it treats

any safety shoes with the utmost seriousness. It says the issue does

not face -- affect any new machines. It says any customers with

concerns should go to the Indesit or Hotpoint websites. If you want a

full list of the models we have identified as having a problem, you

can go to our website. Next, hayfever already on the rise.

Remedies are flying off the shelves. Before you buy one you need to watch

this. Remember this? You should do because

it seemed to last forever. Now the weather is finally moving up and the

good news is we can say goodbye to the winter colds. The bad news is

hayfever is back and this is likely to be one of the worst years ever.

The winter dragged on and on and on. It was the coldest March for 50

years. Now it has turned warm and pollen is being released. There is

birch pollen in abundance. Looking ahead to May we can turn our

attention to grass pollen. 95% of hayfever sufferers are allergic to

grass pollen. Lots of us will be turning to over the counter remedies

to ease symptoms such as runny nose, itchy throat, watery eyes and

sneezing. Now there is a big choice of products to relieve hayfever. It

seems like there is something to relieve every symptom but while

product can have different names and prices they can be exactly the same.

Take Sudafed. It has a nasal spray to deal with it and if you need

mucus relief there is a new Sudafed product to deal with that as well.

But is there actually any difference? A close inspection of

the package reveals they have the same product licence number from the

manufacturer which means they are identical. So why would Sudafed

market the spray is new? The cancer may be found in the cost. In two

major chains, we found it selling for 60p more than the spray. The

packet may save a suitable for hay fever sufferers but the really

important information is here, so when comparing products, make sure

you also study the numbers. OK, we have seen one example from

Sudafed there, now look at these three. Morrisons' Allergy Relief

tablets. �1.99. Tesco Hayfever and Allergy Relief. �2.30. And Boots'

Hayfever and Allergy Relief. �8.99. That's more than four times as

expensive as the one from Morrisons. Dr Martin Lobley, you're a GP.

What's the difference between those three products? The quick answer

is, nothing at all. The active ingredients or identical and even

the inactivity ingredients are the same. Had a Boots get away with

charging four times more than Morrisons? This is marketing and not

medicine, people will pay for the package. It is more luxury is

looking, they think it is worth the extra 50p, it rarely is. These

remedies claim to believe different symptoms. Different prices, can you

target separate symptoms? Not in that sense. Hayfever is an allergic

condition and there are other causes of allergy. An antihistamine tablet

will target all the allergic reactions, you cannot pick and

choose. The white packet, that costs 99p. Should we bother to pay more

than that? No, you should go for that, simple as that. Do you

constantly have to read -- have to recommend that? I do similar

products and/or the NHS prescriptions we write hard

generically made, nonbranded description items. Thank you very

much. Thanks, Annie. We have since spoken

to Johnson & Johnson, the makers of Sudafed. They have confirmed that

Sudafed Mucas Relief and Sudafed Blocked Nose Spray have identical

formulas, but say each product has been developed to enable consumers

to correctly self-select the products they need by symptom.

Both names have been approved by the Medicines and Healthcare Products

Regulation Agency and reflect this targeting of the consumers'

symptoms. They say the recommended retail price for both products is

exactly the same for both. And they have no control over what retailers

ultimately charge for them. Boots say they offer the widest range of

hayfever and allergy treatments on the market, starting from 99p, to

provide a range of solutions to suit every customer need and price

points. Still to come. The Watchdog Guide to

getting your money back. The driver who took on the Citroen

dealer, and won. OK, back to horse dealers, Kelly's

Cobs, of Scunthorpe, now. Or, more particularly, David Thomas, who is

banned from being involved in running a company, but seems to be

very involved in this one. He has tried to sell us a horse called

Loppy, who we think might have an injury. But we won't know until we

buy her. , back to the yard, and we are taken

to see David Thomas, looking at home in the company office. Earlier, he

told us the horse was 12, and now we find there is no way, according to

her horse passport. David checks with the Kelly's Cobs

from the vet! What if there is a day trial but you can only get your

money back if you have been mis-sold the horse in the first place. It is

not really a trial, then. Despite misgivings, we go ahead and I Loppy

for �1250. First stop, this horse rescue charity. And we reckon she

likes it here. What a mess! Loppy, horse world, head of the horse

equine welfare Council. He has agreed to give Loppy a thorough

examination, and when I say thorough... But is not going back in

the bathroom cabinet! Preferably not!

Nick spots the swollen like our expert picked up on earlier.

That is a very significant scar. It extends a long way round so this was

probably a big open wound that took some time to heal.

Still, it has healed and does not seem to be causing pain so it should

not affect her ability to be ridden. But Loppy has other problems.

Her teeth are pretty symmetrical apart from this one which is

sticking out at completely the wrong angle. It has been quite badly

injured. It paints the picture of a horse that has been through the

walls. Absolutely, she has served her time. How old do you think she

is? Looking at her teeth, I would think a 25-year-old horse. She was

sold to us is 16, no way that could be the case?

No, every day is precious rather than expecting to have ten, five

years of fun. Loppy would be a pensioner if she was human and ready

for retirement so she should not be ridden regularly. The best place is

here, relaxing for the rest of her So we now can be sure that David

Thomas has mis-sold as a horse, but is this typical behavioural or is he

acting out of character? I need some advice.

Ed, Loppy is a horse, but one horse is only one horse. And she is mighty

fine looking, but you need more proof, you need to get yourself

another horse! That is what I was going to say. Always trying to make

jokes, that guy, I wish he would get on with the story!

Our resort has �1000 and once a horse suitable for a novice so she

calls Kelly's Cobs and speaks to... time to meet Queenie in person. She

As you will see, our researcher is no expert.

It is a horse! How much are we paying you? ! This is David Thomas

to close the deal, what is his After buying Queenie, we deliver her

to the charity, whether that can check her out. It is obvious she is

not a horse we were promised, she is hard to handle and seriously lame.

Things are not good for her. She has got broken bones on the back of her

legs which are crucial to her being able to move around freely. This is

a horse we have bought as a riding horse. And we were told she would be

perfect for a novice to write. What is the reality? She is not only not

a riding horse but she is definitely not a novice horse, a temperament

mean she could be dangerous for a novice rider. For any rider she is

potentially dangerous because if that leg gets under stress, it could

go and she could crash and the rider will crash with her. And for her,

she will be in pain so she will be suffering. It is starting to sound

as if the itch for her is bleak. The things inside that joint will

deteriorate and it could eat a matter of a year or a couple of

years but she will have to be put down -- it could be a matter of.

is going to be very bleak. Queenie will now get much-needed pain

relief. Her remaining days may not be great

in number but at least we know she will spend the rest of them here

where she will be in as much comfort as she can be. The question still

remains, how was she ever for sale Well, there is only one man who can

answer that, and that's David Thomas himself. Now, he is a difficult man

to bring out in the open, but we have come up with an idea. It might

not work, but it's definitely worth washing machines. One white goods

engineer says he has had to repair two Hotpoint machines this week,

both with that exploding drum. And some are asking how to get in touch

with the Civil Aviation Authority about compensation for delayed

flights, the website address is on Voice and Tonia Cowen. They saw it

in the Harveys store in Chichester in October, placed their order, and

this is what turned up a few weeks later. Looks fine, doesn't it?Can I

do that? Until you compare it with the one they actually ordered. Here

is the photo. As you can see, beige seats and a beige-coloured back. As

opposed to this one here, which has beige seats and a dark back.

So, goods not as described. Harveys agree to send a replacement. Problem

solved? Er, not quite as simple as that.

We have been waiting for seven months, we ordered it in October and

it is now may. The service has been shocking, they have not acknowledged

anything we have sent. Pictures, e-mails, never returned calls, we

have not received a new couch, we have had no correspondence. I have

lost faith in them. If I ordered another couch, I would not go to

Harveys. I would like to do the whole show

like this! Where are we now? Harveys have assured us that a new

sofa is on its way, and will be with the couple tomorrow. They have

blamed a communication breakdown between themselves and the

manufacturer, and they are currently reviewing their procedures. They

have also offered the couple �200 as a gesture of goodwill. Of course, it

shouldn't have taken this long because under the Sale of Goods Act,

a product you sell must be in the condition as described before

purchase. And this one clearly wasn't.

Now, we get a lot of complaints like this, as you are aware. But we also

hear from viewers who know how to take advantage of the various

consumer laws, like the Sale of Goods Act.

Savvy viewers. Assertive viewers, Annie. The sort

of viewers who don't sit back and play the victim, but who stand up

for their rights. There are lots of them.

There are. Why, we could almost launch a new feature on the

programme, Chris. One that celebrates their success and acts as

an inspiration to others. feature...

And we could launch it with a man who looked heavenward for

inspiration. His name, the reference cold chambers. His complaint, faulty

goods. His consumer weapon of goods dashes consumer weapon of choice,

the Sale of Goods Act. It gives great Howard to consumers who do not

know how powerful it is -- great power.

His opponent was a Citroen dealership in Southhampton who sold

him an ex-demonstrator Citroen Picassos. 16 months later, it broke

down and when he tried to claim a refund, they refused, citing

insufficient warranty covers. A person but I do believe in justice.

This story begins with our mild-mannered clergymen on a family

holiday in France. The car broke down. -- we asked for a hire car. I

spent around �6,000 a hire car. By the time you have added flights to

get back it was �1000 an something. Although Citroen agreed to pay for

the repairs they refused to pay for the other costs. They argued they

were not liable because he did not have extended warranty and breakdown

and insurance. He said he knew his rights under the sale of goods act.

There are two basic rights which consumers will rely on. If you buy

goods they must be of satisfactory quality and they must also be

reasonably fit for purpose. It applies to contract did goods

between the seller and buyer. It is not to do with the manufacturer. If

you buy a car from a garage it is the barrage you are responsible if

it goes wrong because they sold it to you. Crucially, the act states

the product should remain of satisfactory quality for a

reasonable length of time. If you are buying a new car or an

ex-demonstrator model anything below two years has to be of satisfactory

quality. Once the act has been breached,

other laws come into play to decide the compensation. Reverend Chambers

claimed for the flights. I thought I was doing the right things I had to

persist. I am like a dog with a bone. If I know what is right I will

keep doing it. So, the reverend made his

submission, sent it to the county court, said a prayer for a positive

outcome which a feud weeks later was answered. He was awarded �1345.16.

had no idea how powerful the sale of goods act was and I think a lot more

people should know about it. We have since spoken to the Freeborn

Citroen garage which says as a responsible dealer it would always

comply with all current UK legislation. If you want to know

more about your rights under the sale of goods act we have put

together a guide on our website. If you have taken on a company and one

using this or other consumer protection laws, we would like to

hear from you. Click on the your story section and give us the

details. Here are a few more of your stories.

Skimpy blouse is which allow others to see your underwear. I must stop

wearing them. As for women who work for Virgin Trains, they do not want

to start. The company has been forced to delay the introduction of

new uniforms after female staff said they were too revealing. Some said

the material was too flimsy but others said that dark bras would be

clearly visible. Virgin have acknowledge there would be problems

with the designs which it has now tweaked. It is also offering female

workers �20 vouchers so they can buy suitable undergarments. They do not

know how much it will cost but it could run into thousands. A bit of a

financial boob. Trekkies are not happy. Thousands

bought the Sunday Express in order to claim a free T-shirt. But they

found most WHSmith stores were out of stock. Fans claim some stores

only received five T-shirts. The store blamed distribution problems.

If you have still got a copy of the paper you can still make a claim.

Until then it is a case of Star Trek Into Darkness, been there, done

there, haven't got the T-shirt. Ryanair are charging British

passengers more than those who booked their flight in other

countries. A musician threatened to bring a claim of indirect race

discrimination. Simon Cozens paid nearly �2400 for seven return

tickets from Stansted to Croatia. He then discovered it would be �400

cheaper to book the same flight at the other end. Ryanair agreed to pay

the difference provided he did not disclose details of the deal. It now

says the payout is a mistake and insists it has not settled. However,

Simon has the money and still has the right to say whatever he wants.

His message, if you have been overcharged by Ryanair, be sure to

claim. Look at that. Our investigation into

horse dealer David Thomas is moving into the final straight. He has

missed sold us two horses. One which was supposed to be 16 turned out to

be nearer 25. Another described as a good jumper is so severely injured

she will have to be put down. David spends most of his time at Kelly's

Cobs in Scunthorpe. How will we tempt him out? Easy. We call them up

and say we are interested in buying not just one but two horses. Will he

take the bait? Of course he does. What we'll do not know is which

horses he will try to sell us this time. And he does not know what he

will get out of the deal. We have not just tempted him with money but

with a Partick strange as well. The horse we are planning to Partick

strange with David Thomas is no ordinary beast. -- part exchange. It

is rare. He is a thoroughbred and his name is Sampson. Yes, a horse

not quite as described. Sound familiar? While our undercover team

does the deal, I will be hiding in the van with the crew. There seems

to be more and more of them these days. Two of them are wearing the

same skirt. Everyone in? And we're off Kelly's Cobs. Our man is ready

to meet us. While I wait in the van, David talks up the horses he

wants to sell. Confident that his double sale is in the bag, David

turns to the Partick strange of our thoroughbred Sampson. You have not

seen Sampson. After all, he is a very special horse. Look at him.

What do you think? Matt Allwright, BBC rogue traders. Good to see you.

I thought I had got a sale with you. Not today. You will remember these

two you sold us. Loppy described as 12 years old then you changed it to

16. We have her aged between 20 to 25. That is Queenie. She is lame in

her hind legs. She cannot really do anything. She will be lucky if she

makes it through the next couple of years. Have these made complaints to

ask? We do have a 14 day trial.The problem with that is you changed our

mind -- you changed it and said if you can show us there is a problem.

That is not the same. It is. I can show you refund after refund where

people have brought horses back for genuine reasons. Wouldn't it be

better to get a description right in the first place? Queenie has

terrible behavioural problems. She is lame in her back legs. I do not

remember her. That worries me. have people who sell horses on our

behalf. I have been fair. I have not run off as other people do. This is

your property. Any complaints you have got, let's address them

properly, and we will address them. I have given refunds. Why does it

get to that stage? You asked me that question. You -- if you make me

aware of it we can address it. does the customer have to make you

aware of it? If you did not know the horse was lame, surely you should

have done. That is the vet 's job. Have you got everything you need

now? What I really need is an assurance you are not going to carry

on selling horses. We do not get it right all of the time. I disagree

with you. We have many people who would disagree. David, thank you for

speaking to us. You are welcome. Goodbye now. I do like the

thoroughbred, by the way. It is not for sale.

That was Kelly's Cobs. Here we are. And David Thomas's cobblers.

David Thomas says he sells many horses each week and have many

satisfied customers. He says 20% of the horses sold are returned and

they always refund the customers. That includes us if we make a

complaint. The warranty covers all cases featured. He said the company

makes mistakes and he could not have known about Loppy's age or

Queenie's state of health. Unfortunately, that points to the

fact that you become the latest face on our Rogues' Gallery.

Here is a list of some of the extraordinary circumstances

according to airlines, faulty door, delayed to previous fight --

flight, keep them coming in. Where is Kapadia? He has gone to

Crimewatch to become a police horse. You can write to us and go to our

website. Coming up next week, Paypal refusing

you access to your money. Estate agent signing up tenants and tying