Episode 7 Watchdog

fault. The Post Office - penalising holiday-makers for where they live.

Plus Flora and T-Mobile... And the sofa company that called in Mary

Portas. Maybe they need her back. It's Watchdog - the programme you

cannot afford to miss. Hello and usual, for the next 60 minutes.

Tonight - changing your holiday money at the Post Office? The

exchange rate is down to your postcode. It is really shocking, to

be honest, I do not know how they could be so blatant. Also tonight...

BMW - the engine fault costing thousands to fix. Why are owners

having to pay? T-Mobile - the lawyer who took the phone giant to court -

and won. Can you do the same? And Flora - millions to change the

flavour. How much MORE to change it back? New recipe? I'll have a

mouthful of that. At least it'll be different to the sort I usually get.

Get out of the car! You are putting him at risk.

I give you the boss of a roof and driveway company in Manchester. It

is about time he cleaned up his act. First, the Post Office, Travelex,

American Express. Three of the biggest money exchange bureaux in

the UK. All gearing up for their busiest time of the year, as

millions prepare for the summer holidays. The value of Sterling

against other currencies, like the euro and US dollar, is set by

international money markets. But it's where YOU live that determines

how much you get for your pound. The rates offered by the individual

companies not only vary across the country - there are even major

differences within the same city, as Riz Lateef reports. The Post Office

told us it offers the same rates on all currencies at the vast majority

or more usual spots, your pound is under pressure. In the last 12

months, Sterling has fallen against 80% of major currencies, meaning it

has become more expensive to get away. That makes it more important

than ever to get a good deal on the cash you will be spending when you

get there. But why is it that changing your money here at home and

feel like such a gamble? You probably know that exchange rates

vary at different high-street outlets, but how many of us bother

to hunt for the best deal? normally change it at airports,

because I do not normally have time to research it. I usually go to

Thomas Cook, because it is the nearest place to my house. I do not

normally shop around, I just change it but even the differences in the

rates, you really would be better off making the effort to find out

which of the seven leading money exchanges are offering the best and

worst deals, just as we did. Armed with �500 Sterling, we wanted to

find out what they would all offer us. I want to change some pounds

into euros... We called branches in ten major cities and 14 airports,

and because exchange rates fluctuate constantly, we gathered our data on

the same day. The result? The best deal we found was from a branch of

Ice in Earls Court. That was an exchange rate of 1.14 rate. At the

other extreme, American Express in Birmingham airport offered us just

510 euros, a difference of 64 euros. So, it is straightforward - simply

call each company to find out which one offers you the best deal on a

certain day and go with them. Actually, no. It is not

straightforward at all. Why? Because, as we found, some of the

biggest exchange names offer different rates in different parts

of the UK. Take Number One Currency - when we asked what �500 would buy

at the Cardiff branch, we were offered 572 euros. But in Glasgow,

it was only 566. A Post Office in Camden, north London, offered 506

divide euros. But the one in Leeds would only give us 555. The biggest

disparity we found was in Thomas just vary between cities, they can

vary in the same city. Take Ice - our �500 would have bought 574 euros

in Earls Court in London, at ten fewer down the road in Shepherd's

Bush. And it was the same story with the Post Office. Remember the Camden

branch that offered us 565 euros? Its sister branch in the

neighbouring London Borough of Islington was offering 10 euros

less, even though it is just two miles away. It is not right that

they have different rates, with the same company. Every bank should be

the same, every branch should be the same. That is really shocking, to be

honest, I do not know how they can be quite so blatant. Uncle blatant,

perhaps, but that is how the industry is set up. Headline

exchange rates are determined by global flight tours, like inflation

and political stability. But the rate you get will often also be

affected by a local factor, competition. ? Different branches

will also have a bit of flexibility, a bit like petrol stations.

Sometimes a local petrol station will have a bit of competition, so

it will lower its prices. All businesses will try to make money

where they can, and that is just the same at exchange outlets. , so, live

in an area where there are lots of exchange outlets, and you will not

be get a better deal. Of course, if you wait until you get to the

airport, you will have even fewer options, which is why they offer

some of the worst rates. Once again, it is hard to say which company will

give you the best deal, because, you have guessed it, many of them vary

their rates according to the airport's location. For �500,

American Express in Edinburgh airport would give us e536. 300

miles south, in Birmingham, they would offer 510. Then there was

with Ice. Their exchange at Norwich money can be the same as playing a

game of chance. Exchange on the wrong day with the wrong company and

in the wrong city or airport, and you could end up losing. So how do

you tilt the odds back in your favour? If you want to have a bit of

cash ready when you arrive, order it online in the UK and collected

before you go. For the very best deal, pay all of your big deal is

why you are away using your credit card. But you must make sure you pay

your balance off every month. If you have to pay interest on that money,

it will cost you more. A few things I have learnt - even if I change

�500 with the same company, it can vary depending on where I change it.

Second, when abroad, use your credit card for payments, because you get a

better rate, but do not use it for cash withdrawals, and pay it off in

full when you get back. What did the companies say? The Post Office told

us it offers the same rates on all currencies that the vast majority of

outlets. But 3% of branches are in areas where there are several money

providers, so it has made small adjustments to remain competitive.

The other companies mentioned also say the varying rates are the result

of either competition or other factors such as rent, overheads and

staffing costs. Number One Currency told us its policy is to offer

consistent rates throughout its network. Any deviation is due to a

manager or licensee exercising discretion in the best interests of

the consumer. All the providers say they offer the best deal possible.

You can see their full responses on our website. And if you would like

to comment on that or any of tonight's stories, here is a

reminder of how to do so. For e-mails, [email protected] is the

address. For texts, dial 88822 and start your message with the letters

WD. And if you want to get involved in the Twitter discussion, our

address and hashtag are on your screens now.

Coming up, BMW - a known fault on thousands of their 1-, 3- and

5-Series models that could cost up There are some nice things about

working at the BBC. You get to share a studio with some really lovely

people. Yeah. And the Queen pops in every now and again. Best of all,

there's no ads. Then again, some of the best ads can be better than the

into our psyche, a bit like this one. You know the one I mean? Yes,

it is the soap powder doorstep challenge. It has been 20 years, it

must be due a reboot. Hello, sir. Are you prepared to show your whites

to the entire nation? Have I won something? Where is checkers?

least your roof is clean. I had it professionally cleaned. That is just

a way into the story, isn't it? it is. Anyway, here is the story,

and it begins with Lauren, who bought an online voucher for a roof

cleaning and repair service, with Renov8 North West Limited, based in

Manchester. They said they would repair the PVC on her roof for �140.

I am not familiar with the idea of tainting UPVC, because it is

plastic. But they said they could do it? Yes, they said, no problem, and

we trusted them. So, they painted it, and by the next day, it had

started to come off. The result -1 ugly mess, and one very unhappy

customer. We attempted to call them straightaway, but it went straight

to the answerphone. We e-mailed them and did not get a response.

Originally we thought it could just a sanded down and we painted, but we

have had a surveyor and a builder who have said they should not have

painted it in the first place, because it is UPVC, and it will need

replacing. How much will it cost to have it put right? The quote is

approaching �1200, money unless we cancel our honeymoon! You do not

want to come back from honeymoon and have to look at that. Exactly.So,

who is the man behind Renov8 North West Limited? He is Darren Potts,

otherwise known as. -- otherwise known as Daz, and his company has

left Lauren with an ugly roof and a repair bill for �1200, not including

the �150 for the work that they should have done. So, it is time to

test their soapy scrubbing skills ourselves. We can see it they are up

to scratch. At our rig house in Manchester, we have our researcher,

who hates dirt, despises driveway weeds, and loathes the moss on her

roof. You need professional help, in the form of Renov8, who we have

booked in for a roof and driveway clean. Normal cost, �900, but

available for �360 via an online promotion. We have paid for a jet

wash of the roof and maintenance, including clearing out the gutters

and replacing roof tiles and a fungicidal spray to be applied and

extra for the driveway to be jet washed, along with other areas to

remove dirt, moss and stains. Shouldn't be too difficult. That

worked perfectly during rehearsal. Renov8 promise a lot, but will they

deliver? To find out we're surveyor Barry Cross on hand. He knows his

onions, but he is more of an expert on slates. Here is Daz and his

assistant, Connor. Hello. Here to look at the roof. What are you

doing? We wash it down and repoint it where necessary. So if any

concrete comes out during the wash, that gets replaced and treated with

anti-fungicidal treatment. Sound like they know what they are doing

so, Bridie heads off and leaves them to it. Well sort of, because 15

minutes in, it is time for a rest. Closely followed by another one. And

then another one. Once he does resume, Connor doesn't seem to

bothered about staying safe at height. Do you mind? I'm having a

fag! This I appalling, I hope he has got nine lives. Eight now, hold on,

make it seven. The water is coming from the roof on to the extension

lead. This thises so dangerous. jet washing losers power and proves

that water and electricity does not mix. Daz assesses the damage. His

verdict? They need to stop work while he gets a new jet washer.

will have to be a break. I see, health and safety break. There goes

Daz and... Well I suppose he is safe. Connor's absolutely worn out.

Bless! It is not even a comfortable bench. But Connor is safely tucked

up, but have we been? Bridie has arrived back and this could be

awkward. You will never guess what he does next. Oh my God know.

Because I didn't. Yes it was a shock. And it is a job Connor didn't

get one. All will be revealed soon. Thank you, next BMW, engineering at

its finest, the ads say but drivers may find their cars could have a

dangerous fault that costs thousands to fix. With no help at all from

that denotes luxury, that promises sheer driving pleasure and the

ultimate driving experience. But for some owners of certain BMW model

this experience is closer to the reality - an extended visit to the

garage and a bill that could break the bank. Dan bought his BMW in

2011, although it had done 100,000 miles it came with a full service

history and the BMW name gave him confidence. Wrongly as it turned

out. I was driving to work with my children and the car cut out in slow

moving traffic. It wasn't been driven hard. He called out a

recovery service. But they delivered some bad news. The guy said in his

opinion it could be a problem with the timing chain. A lot of moving

parts combine to drive a car forward and they must work in harmony, and

that is maintained by the timing chain. If it fails, it is disaster.

The more he was speaking, the more dread I was being filled with, as he

said it could be an expensive and long repair. I spoke to a BMW

dealership and was told it could cost �10,000. Other owners have been

getting similar bills. Some have lower mileage than Dan's car, but

all were fitted with the N 47 engine and built between 2007 and 2009.

This 2007 One series car broke down in London four weeks ago. Was it due

to the same failure as the others. Our expert agrees to have a look. A

task that is complicated and lengthy. The sad thing is the

position of the chain. It is positioned at the back of the engine

and to put things right is a massive job. It is engine out, a complete

strip down. It is like open heart surgery. My interpretation of BMW

putting this chain mechanism at the back of the engine, that to me is a

statement. It is a statement that says this chain, this drive

mechanism, is built to last the life of the engine. Or the car. It is

non-serviceable. It has got longevity written all over it.

it doesn't. Once the engine has been removed, John finds the evidence.

What's happened is you can see this, it is loose. Something's failed in

the timing chain mechanism. We need to sprip it. But -- strip it, I but

I will bet it has caused catastrophic damage. Such damage

results in the engine failing and the driving experiencing a sudden

loss of pow e as happened to Anthony as they returned from holiday.

were travelling along the M4 outside lane doing 70, poodling along, and

then boom, no power! All the lights are coming up on the dash. My life

is oh my God what's happened? Nothings from the engine. No

braking. No power steering. Everything seems to have gone. It

was quite terrifying. My wife fortunately had the common-sense to

guide us across to the hard shoulder. Both of us were shaken up

as you can imagine, you are one minute all the traffic is going

nicely and then you're on the hard shoulder, thinking what has

happened? Answer, the timing chain had failed. Resulting in a bill for

over �3,500. We have heard from Peter who had to heat the full cost

of rebuilding the engine niz Five series. Ronninger had to Fay --

Roger had to pay over �4,000 and when Barry's chain snapped, BMW did

meet some of cost, but he has a bill of nearly �5,000. In most cases BMW

have offered limited or no financial help. The cars may have been out of

their warranty, but the owners and our expert believes the company has

a responsibility to put right this weakness. What should BMW be doing?

In my view they should take it on the chin. They should say, look, our

engines are not designed to fail. If they have failed, let's put it right

at no cost to the owner. Provided they have had it serviced leggest

regularly. -- regularly. Drivers who put their trust in such a respected

name are finding their confidence was mis-placed. They didn't quantity

to know so I was left out on a limb, and then a vehicle I thought was

German engineering at its finest had let me down badly. So are MBW taking

it on the chin? They say they aren't under any obligation to assist, but

they have a generous good will policy and consider help on a case

by case basis. If #i89 has the low mileage and serviced they will carry

out most of the cost out of good will. They have repuzed -- refused

to pay for cars that were not serviced or were not worked on by

BMW engineers. This appreciate this has caused problems, be I that can't

provide a an indefinite guarantee. If there are owners who have

concerned they should Scottish Football Association them direct --

should call them directly. Thank you, next, CSL one of fastest

growing sofa companies in the UK. It was ripped apart by Mary Portas two

years ago. First she listened to the boast from its boss, Jason

Tyldesley. I want to be the best retailer. People will see us as a

household name. Then she went in as a mystery shopper and was krit skal

of -- critical of their sales tactics. He made a good claim,

saying the customer service is brilliant. Fancy having a -- let's

see how he responds to it. He did respond, reorganising the stores and

pledging to put new emphasis on customer service. So two years on,

would Mary be happy? CSL have made a real song and dance about the

changes to their business. We help in finding you a sofa, but customer

service, well, as some viewers have found, that can be a wholly

different routine. Gloria bought her �2,000 sofa in January 2012. It was

a great experience in the store. Once they have your money, it is

like, that is the end of the road for you as a customer. After four

months, the leather began to rub off. When she sorted it they sent

out service technician to look and report back. Then the excuses

started. They said the fading leather wasn't there fault, but

hers. The excuses we were given first was it is scuff marks and wear

and tear and it is being used used as a favourite seat. If #i9 is a

favourite seat, it is furniture, is not not designed to be sat on?

we need is a way of checking how convincing CSL's story is. Welcome

to strictly come I holstery. The stars are CSL. We have been hearing

the excuses they have been giving to customers, but are they plausible?

We have our own judge, try. -- Terry. He will be giving his expert

opinion on how valid their ex-Kuzes are. -- excuses are. I will be

playing my hero, Brucie. Marvellous. Now first, we have CSL playing --

blaming it on it being a favourite seat. Marvellous! What did you make

of 245 Favourite seat or no, it should last four or five years

minimum. Marks out of ten for plausibility? Two for me.

Disappointing. Very.CSL did agree the change the leather six months

later. That is great, except the stuffing has gone flat and they

refused to replace it. The excuse? They said we have lent on the arm

and not dressed and maintained and I need to plump it. Again that is

ludicrous. What dz our judge make of that? They claimed a loss of

stuffing is due to a failure to dress and maintain the chair. Well

done. Terry? You can't take the arm off, to maintain it is impossible. I

will give that a two. So #i789 is a tough start -- so it is a tough

start for CSL and we are about to deal from Dale, his sofa was four

years old when the colouring began to wipe out. CSL sent a te

technician. -- sent a technician. had contact them. They said they

wouldn't repair the sofa, because there was something in the

atmosphere of our home that was causing the pigment to, the colour,

to break down. Dale wasn't happy to hear his environment was damaging

his sofa. It is just a normal family home. It is not toxic, we live here.

That will be my favourite, CSL put the say it of the sew fae -- state

of sofa down to the atmosphere in the house. Terry? This is in direct

sun light and the atmosphere is very toxic. That is a zero. Now here are

a few more excuses you have been telling us CSL have been making.

Leather peeling off due to the products the owners are using in

their hair. Ludicrous. Account believe it for a oaked -- can't

believe it for a second. And fabric fading because customer's husband

was wearing the wrong clothes. assume he buys the clothes in the

same place. That is Gar beige -- garbage. And a sofa being damaged

because of incorrect use, they had been using the armrest to help them

stand up. That what is the armrest is for. That is a poor excuse. That

is a one. And scores for CSL's customer service? Zero. Customer

service gets a big fat zero from me. Didn't they do badly? It would while

the front of house has the slick moves, the customerselves has two

left -- customer service has two left feet. Maybe it is time for Mary

Portas to make another appearance? With me now, the Managing Director

of CSL, Jason Tyldesley. You obviously live and breathe the

business and you want to be the best, and you are presumably quite

an expert on furniture production and retail - can you just stand up

in it? You used the arms on the chair! OK, but you told one of your

customers that you cannot lean on the arm! So, can you? You can sit

down now. Very nice shirt. Can you use the arm or not? If I can just

start by explaining, we have grown the business by about 45% over the

last year, and that growth has come mainly from recommendations. But we

need to deal with what is in the film, which is customers complaining

that they do not feel the reasons you are giving them are, you know,

they are ludicrous. Of course, you can use the arm. The issues that you

showed in the film are a disparity between one end of the sofa and the

other, one side of the sofa gets used very often, the other side is

where the customer watches the TV. So, one arm looks a lot more used

than the other? If you buy a sofa, should you not use one end more than

the other? That would be a good idea, but it is natural for one end

to wear more than the other. But Kate would I be in the right clothes

to buy one of your sofas? I think it is quite unfair to look at

considering what we say as excuses. We do not make excuses? But you did

say somebody was not wearing the right clothes. I cannot comment, I

do not know where that has what about hair? If somebody uses oil

based products, it breaks down the protection on the leather, that is

quite normal. What is really important is that what you have

shown does not represent what we do as a business? But these are the

excuses that you have been giving. This is not something you say to

people when they are buying the sofa. You do not say, only sit on

one end, where the right clothes. You are clearly not interested in

what I have got to say? I am interested in what your customers

are complaining about, which is fair, isn't it? What is unfair is

that, if I can explain, our service, 85% of our customers never need

service, and of the ones that do, we respond and we repair 86% of them on

the first visit, effectively and to the customer's satisfaction. What I

think is really important here is that this is not a business which

makes excuses, it only leaves 2% of customers able to say that they have

not actually had a resolution on the first visit. Of those customers,

some of them need spare parts, and that is the reality. Thank you very

much, Mr Tyldesley. Now, our roof and try in need of a good jetwash,

so we have called in Renov8 North West Limited of Manchester to do it.

But they have broken the jetwash, and Connor has fallen asleep while

his boss goes to get a replacement. It could get awkward when the

householder arrives home. Stand up, here comes the householder, and here

comes, 's explanation for not working. Plus, it does not work! Our

householder Bridie heads off again, and Connor decides to do something

really, really stupid. What is he really, really stupid. What is he

doing? He is soaring something. And that turns out to be an old bit of

cable. Confused? So was I. He has been text in so much, his phone has

died, and he is trying to make a charger out of the wet cable, which

he is trying to plug into the wet extension lead. That is the craziest

thing I have ever seen. It is breathtaking, because it is the same

extension that was covered in water. That will not charge your phone.

needs to be counselled on how to live beyond your next birthday. That

is three separate things we have seen him do which have put his life

in danger. Uncle it is so dangerous, our teams have had to turn off the

electricity. But at that moment, Connor is saved by the horn. Daz is

back. Anyway, he is back, and he has brought a new jetwash, so, can

scrub, while he... Now, Connor moves on to the other job we have paid

them for - washing the driveway with weedkiller. I have now been here for

seven hours, and in between the eating, smoking, text in, swigging,

reading the paper and chatting, they have worked for just 3.5 hours, that

is 100 quid an hour. But it is good value, as Daz tells Bridie, because

they have used a hand pump to spray No, there is not. We have been

watching this, Matt, did you see watching this, Matt, did you see

anything go on there? was it not contained within the spray? What,

the jetwash? You're there is no practical means of incorporating it

into the pressure washing technique. It is just water? It is just water.

And one final watering is what Darren gives our garden. This is

perfectly acceptable, isn't it? I mean, I think? ! Oh, no, he has not

washed his hand! What about the fungal treatment that we did not see

them use, which Barrie says is not suitable for a jet wash? It is time

for an inspection, after six days. That's not moving. There are now

pools of water in the garage. The gutters are full of mud from the

roof, and the muck that fell out of those gutters has blocked the

drains. At least the slugs are happy. But Bridie is not. She calls

Daz to complain. It promises to come back and take a look, but he never

does. Bridie is a young person, socially has a word for this. OK, it

is not the kids these days who say it might be a frail, but it is not

yet what they might call an epic fail. There is always room for

retention. Yes, time for a second chance. And time for a new stooge,

Mia. Her roof is mossy, but Barry and his team have sabotaged it,

dislodging some tiles. The faults are obvious, almost to anyone, and

particularly to a competent contractor. So therefore, nothing

should go wrong. Should it? Good question, but then, we are giving

the job to Daz am having bought another online deal. It includes

replacing up to ten broken and cracked tiles and re-pointing the

roof ridges. And here to do it is Daz, with Connor, who is limping.

Daz, with Connor, who is limping. That's not good. A limp and a

ladder. No problem. Once they are up the ladder, they spot a moneymaking

around the chimney, check. Replace broken tiles on roof - check. Do you

know what guests these jobs both need doing. Maybe they have cleaned

They are not using antifungal wash, it is just water. Daz is on his

phone, the garden is getting a mud bath, Daz is on another fag break.

Connor is sliding about on the roof. Oh,,! These are familiar sights, and

here is another. By any chance, have you turned the washing machine on?

They have broken the jetwash, again. I only hope his telephone has got

I only hope his telephone has got plenty of juice. I cannot go through

all of that again. It is time to call a stop to this. Renov8 North

West Limited's work is incompetent, and they have lied about what they

have done. Stand-by for a with Daz very shortly. Time for a quick

update on a story from a couple of weeks ago now. Remember Alan

Mazkouri, the Orange mobile customer who received a bill for �163,000?

There was clearly a fault with Alan's phone, because he had already

complained about it overheating. For the past nine months it has been

absolute misery in our household because of the strain which has been

out on us by Orange. They have not been communicating with us. They do

not say anything to us about what is happening. For somebody like Orange,

with their millions of pounds worth of profit, I think it is absolutely

ridiculous, and it is like live somebody in the teeth when they are

down. Well, Orange later apologised. They scrapped the bulk of the bill,

and offered to withdraw the �357 that was remaining. They also

offered compensation of �250, which Alan didn't feel was sufficient,

given the months of wrangling and legal bills that he had run up.

Instead, he wanted to go to independent arbitration. Good for

him. The outcome?There wasn't one. Because, before he had a chance to

do it, Orange sent him a new bill, which included the �357 they had

previously agreed to waive! And you'll love this - it said that if

he didn't pay it within seven days, they would call in debt collectors.

This is the same company that had previously apologised to him?

and it doesn't end there. Because he was scared into paying it. But

despite that, Alan has now had a letter from the debt collectors

employed by Orange. It demands he pay again, and says he will also

have to pay an additional administration charge of �63, for

costs incurred. I really cannot wait for Orange's response. Well, here it

is - ready? We are very sorry to Alan Mazkouri for the additional

distress and inconvenience caused. We offered a full refund and a

further gesture of goodwill by way of apology several weeks ago - but

this was refused. Given this, our systems showed this bill as

outstanding and the debt recovery process began. Considering the

exceptional circumstances of this isolated case, this was an error and

we are carrying out a review to ensure there can be no repeat.

other words, the computer said no. But you don't always have to go

along with what mobile companies decree. Tonight, we meet one

Yes, this week's consumer champion knows her stuff, when it comes to

the law. She is a legal eagle in the city of London. Her complaint?

Mobile phone charges. I deal with contracts on a daily basis. I am

constantly reviewing contracts. I was quite confident with the

knowledge I have that I was in the right and they were in the wrong.

Her opponent, T-Mobile, build her for data roaming charges run up

while on holiday in Australia. They claimed the charges were clear in

her contract, Josie was liable for a bill of �750. Nearly a consumer

battle worth fighting. I had been working really can't, I had been

looking forward to this holiday, I had a great time in Australia, I was

obviously very disappointed to come back to this. Angela's previous new

expired in November 2010 and just before it ended, they offered her an

upgrade on a handset, and a good deal on a brand-new contract.

discussed the terms, the length of the contract and Hume mince I --

Hume minutes I would receive. We didn't discuss terms and conditions,

they didn't bring terms and conditions to my attention and

didn't give me the opportunity to review anything at that time.

signed up, received her new phone and went on her travels, confident

she understood what she would be paying each month. But T-Mobile

hadn't told her data roaming could incur extra costs and her phone was

automatically down loading data at the cost of �7. 50 a Meg abite.

was disconnect and I was told I had exceeded my credit limit and they

asked if I had been on holiday. I told them I had and they said well

it is probably data roaming charges. She told them that these charges

were not made clear to her. But the company said that as they had posted

the terms and conditions to her after their phone conversation, she

was bound by them. So who was right? You can make a contract in person,

or over the phone, or over the internet. In this case, the contract

was made over the phone. That is a legally-binding contract. At the

point in time when all the terms of the offer are laid out and accepted,

those are the terms of contract. So any data roaming charges that were

introduced after the point when the contract was made are not part of

the contract. T-Mobile offered to reduce Angela's bill by 25% as a

good will gesture. She paid the money but not going to let it rest

and prepared to take the case to the small claims court. The terms and

conditions didn't apply, because they hadn't opinion brought to my

attention. And even if they had been sent to me, with my new phone, they

would n't have been incorporated, because it was too late. Only the

terms discuss on phone were part of my contract. Angela's interpretation

of the law was correct and T-Mobile refunded her money. Piste people

were scared of taking action, but the small claims courts are there

for people to use and are easy to use and designed for individuals so

they couldn't -- shouldn't be is a scared. People should be brave and

take action. Well T-Mobile's owner have said we respect the court's

decision and say they have introduced a new system to prevent

unexpected bills when travelling in other countries. You can find out

more on our web-site. Thank you to everyone who has been in touch about

that story. Here is a few more. E-cigarettes - no tar, no smoke and

no problem buying them that. Could be about to change after a ruling

from the Government's medical agency, the MHRA. Up to now the

electronic sticks have only been subject to general product safety

regulations, meaning they can legally be promoted and sold to

anyone, including children. But now they should be classed as medicines

and sales of e-cigs have boomed in the last year and an estimated 1.3

million people use them. Manufacturers say they have helped

to wean many off cigarettes. But the agency has given them until 2016 to

meet health standards and aly for a licence. After that, they will mind

if you smoke. Train been delayed? One more than in eight services ran

late last year. With a thousand commuter trains delayed each day in

London and the south-east. Network Rail now faces fines, one rail

operator, Virgin, has accused it of damaging its business and started

legal action. The regulator has ordered Network Rail to make changes

and will face more fines if performance does not improve before

2014. That is bad news for executives who have picked up

bonuses worth 17% of their salaries. Unilever are changing the recipe for

Flora again. They say it had inHansed -- enhanced the flavour and

more customers rated the recipe excellent compared with the old one.

But what difference plummeting sales meat. Now they have announced it is

reverting to the original flavour with new packs being sent out in the

next fortnight. It says it has responsibilitied to customer --

responded to customer feedback, which is different to the last

feedback and they are so confident in the latest change it will be

offering a money back guarantee. I hope that doesn't cost the company

another �29 million. So where are we at with Renov8 North west of

Manchester? Not to be confused with companies of similar names. That was

a jet wash. At our first house they failed to do the jobs they promise

and then lied about what they did. As for the standards of their work?

Well it was shocking. I was shocked. Expert Barry was shocked. This girl

in the office, shocked. You see, we don't tell you anything unless we

have the evidence and we got the company back out and they finished.

They should are repaired the chimney and fixed the gutter and replaced

the tiles. They are all fine. You have the odd crack, they're

irrelevant. Cool.It is fine. According to our expert they're not

fine and what about our antifungal wash, you treated the roof?

anti-function side? You put it through the back of the pump and it

is like a tube and it sucks it through. It is rinsing the excess

dirt and moss and soaked into the tile. That wouldn't work, even if it

was true. Barry said the treatment wouldn't be used in jet washes. What

about the extra jobs you're charging for? Was went to get cement? Yes a

couple bits of pointing to touch up on. But everything's fine. Cool. I

have some cash. The bill is �280. This a for the wash, too replace the

toil and repoint -- - tiles and have had look. Did you see anything

that changed your mind? No, nothing has been done apart from washing the

roof. So four big crosses from Barry and the garden is covered in dirt,

there is a leak and it begs a question. We paid �30 for a bit of

-- we paid �330 for a particular about? Yes.I think we should catch

up with the boss of the company. It is 8am and at some point think we

should meet Daz Potts. He thinks he is coming to do work, but actually

he doesn't do that much work. But we will be giving him a chance to take

part in the Daz doorstep challenge! It's back after 20 years! Yeah!

First meet Barney, he has tempted Daz to a meeting with the offer of a

big business contract. And look who is here, it is Daz and Connor.

the moss on the roof and gives us the chance to spring our surprise.

Will he be prepared to show his face to the British public? A member of

the crew calls Barney and you know, this is so rude, answering the phone

when you're in the middle of a conversation. Can you just grab

part in a Daz doorstep challenge and show your face to the British

public, because what we have seen is you have been rinsing your

customers. Hi Connor. Yeah, might be best to start packing up. What we

have seen in two jobs is you promise to do work, including cleaning

gutters and using weed killer and you don't at all actually. People

pay for this, pay good money and you don't do the jobs. You do a lot of

texting and smoking and a lot of hanging out and sleeping. But the

things that people have paid for you don't actually do. You don't do.

When they pay good money and you the other thing you need to watch out.

You're putting Connor at risk by the way he is having to do his job. You

leave him up there by himself up on a roof slipping around. How did

Connor get that Get out the BLEEPing car. How did he get that limp?It is

a fight and that is his problem. If you want to talk about proper

customers, sit down with me and don't do it in this stupid way.

have we seen you in two separate jobs that you have done the things

that have paid for you haven't done. I have warned you four times. Do you

want to sit down properly and sit down. Don't put stupid cameras.

Instead of putting this down for TV. You promised to replace files.

they're needed. You identified they were needed. WhereIn rat ford

Street. -- Radford Street. That is a job where tiles did knee replace --

need replacing. Connor, watch out on those roofs. You will get hurt. So

Daz... In fact he vanished! Darren Potts has told us our reflection

doesn't reflect the service they provide to thousands of happy

customers and he says they're human and makes mistakes, the antifungal

wash used was inside the washer and he didn't see any broken tiles and

he has spoke on the Connor about his health and safety. He said he wasn't

aware Mia had been charged extra to replace the batons on her roof. Her

a final word -- here is a final word from us - you have become the latest

face on our rogues' gallery. A lot of you getting in touch about our

story of exchange rates. Jorjt said he was offered one rate by a major

bureau, but when he said he had seen better rates, they changed it there

and then. The lesson he said, don't be afraid to haggle. Some unhappy

CSL customers have been on, one said her grand-dad had been given the

favourite seat. And another says they blamed her husband's hair. Go

to the web-site and are share your tip offs and you can write to us.

The address is on screen now. up next week: Wickes, Homebase and t

truth about their sales prices. Santander is supposed to look after

your money, what happens when the same bank loses it and this product