:00:10. > :00:13.the lost holidays? Honda, Nissan and Mazda, is yours one of the three
:00:14. > :00:24.million cars they are trying to track down? Is the BT superfast
:00:25. > :00:28.broadband with inFinney problems. And Wonga's payout. It's Watchdog,
:00:29. > :00:48.the programme you cannot afford to miss.
:00:49. > :00:55.Watchdog, we're live, as usual, for the next 60 minutes. Tonight: Chaos
:00:56. > :00:59.at the Passport Office, tens of thousands set to miss their summer
:01:00. > :01:03.holidays. We are nought out of pocket by ?600. They haven't had a
:01:04. > :01:08.holiday. We can't afford to give them that holiday because we've
:01:09. > :01:12.already paid that money out. We feel it is the Government's fault. We
:01:13. > :01:18.asked the Home Office, is it going to pick up the tab? BT failing to
:01:19. > :01:24.provide its promised superfast broadband speeds. Honda, Nissan and
:01:25. > :01:29.Mazda, and astonishing three million car recall, plus Ryanair. Your baby
:01:30. > :01:34.is sitting on your lap, how come his or her ticket costs twice
:01:35. > :01:43.is sitting on your lap, how come his celebrity high life? That
:01:44. > :01:47.is sitting on your lap, how come his sessions and photo shoots but sting
:01:48. > :01:51.you with an eye-watering minimum charge they fail to mention when you
:01:52. > :01:55.book. When I tried to have a word with the bus, let's just say he
:01:56. > :02:01.isn't made up to see me. Get out of my face. I'm not in your face. Don't
:02:02. > :02:07.get in my space? I can stand where ever I want, Mark. Tonight, Matthew,
:02:08. > :02:10.will I end up with stars in my eyes? Find out shortly. First though,
:02:11. > :02:13.chaos at the Passport Office. Find out shortly. First though,
:02:14. > :02:17.half a million applications lying unprocessed. New passports currently
:02:18. > :02:22.taking up to two months to arrive. Rather than the usual three weeks.
:02:23. > :02:26.Frankly, if you've booked to go away in July or August, and are waiting
:02:27. > :02:29.for your passport, you are in serious danger of missing your
:02:30. > :02:34.holiday. Here's Home Secretary, Theresa May. I would like to say to
:02:35. > :02:35.anybody, who is unable to travel because of a delay in
:02:36. > :02:38.anybody, who is unable to travel their passport application, that I
:02:39. > :02:42.am sorry and the Government is their passport application, that I
:02:43. > :02:44.for the inconvenience they have suffered and we are doing all we can
:02:45. > :02:48.to put things right. suffered and we are doing all we can
:02:49. > :02:50.obviously we're suffered and we are doing all we can
:02:51. > :02:52.sorry. Even more delighted the Government is sorry.
:02:53. > :02:56.sorry. Even more delighted the "doing all we can" actually mean?
:02:57. > :03:01.Even if the Passport Office works around the clock with extra staff,
:03:02. > :03:07.how many holidays can be saved? What about those who have already lost
:03:08. > :03:12.out? These are the Greek islands, the fairytale setting for the
:03:13. > :03:16.wedding of Sue's eldest daughter, Karly, in May this year. The whole
:03:17. > :03:20.family booked their flights to Rhodes 11 months ago, including
:03:21. > :03:26.Sue's youngers daughter Becky and her partner Ash. He never left the
:03:27. > :03:32.country before, knowing the Passport Office needed six weeks to issue
:03:33. > :03:38.first time applications he returned the form and fee 11 weeks before. As
:03:39. > :03:43.the departure date loomed the passport simply didn't arrive.
:03:44. > :03:47.Between my sum, Ash and my step dad they were phoning three or four
:03:48. > :03:51.times a day and getting no further. We were told every single that
:03:52. > :03:57.somebody would get back to us within 24-hours. They had Ash's number, my
:03:58. > :04:01.mobile number and the house number. Never once did we get a reply off
:04:02. > :04:05.anybody. We thought it was going to come right up to the last day. Even
:04:06. > :04:10.to that day we were still in hope a little bit, weren't we? Yes. Ash
:04:11. > :04:14.didn't get his passport in time. As the rest of the family through off
:04:15. > :04:18.to the wedding in Greece he stayed behind on his own in Britain. After
:04:19. > :04:24.three months of waiting, it did arrive, the day after everyone else
:04:25. > :04:28.flew home. He's not on any of the pictures. He's missed that. We
:04:29. > :04:32.worked so hard for Ash to be part of our family. The biggest event that
:04:33. > :04:37.has happened so far, and he wasn't able to be there, through no fault
:04:38. > :04:41.of our own. We can't get that experience back. It's not just the
:04:42. > :04:46.family memories that have been lost. We're now out of pocket by ?600.
:04:47. > :04:50.They haven't had a holiday. The we can't afford to give them that
:04:51. > :04:55.holiday because we've already paid that money out. Through no fault of
:04:56. > :04:58.their own, the Marriotts and thousands like them have lost money
:04:59. > :05:01.because of the mistakes of the Passport Office. Who should be
:05:02. > :05:07.compensating them? Is not the company they booked through, ABTA
:05:08. > :05:11.said it isn't their responsibility to ensure everyone has a valid
:05:12. > :05:17.passport at the time of booking. Could they claim the cash back on
:05:18. > :05:21.insurance? When we asked the Financial Ombudsman it told us it
:05:22. > :05:25.expected providers to act within the spirit of the contract when people
:05:26. > :05:29.are unable to travel for reasons they cannot control. Insurers were
:05:30. > :05:33.Farage fromle willing to make that commitment. If any cases are
:05:34. > :05:37.referred to the Financial Ombudsman we will work with them. Travel
:05:38. > :05:41.insurance is designed to cover medical expenses and emergency
:05:42. > :05:46.medical repatriation. It's not normally designed to cover passport
:05:47. > :05:51.delays. Travel insurers look to work with their customers in unforeseen
:05:52. > :05:57.circumstances, such as how they acted to the disruption caused by
:05:58. > :06:01.the volcanic ash cloud. They do not routinely cover passport delays. A
:06:02. > :06:05.legal challenge isn't a realistic option either. The small claim court
:06:06. > :06:07.deals with cases involving contracts, something individuals
:06:08. > :06:11.don't have with the Passport Office. That means the only other option
:06:12. > :06:15.would be to turn to the High Court, but the likely cost would run into
:06:16. > :06:20.tens of thousands of pounds. That remains an impossibility for the
:06:21. > :06:23.vast majority. The Marriotts are ?600 out of pocket and will remain
:06:24. > :06:27.that way unless the people who caused this mess in the first place
:06:28. > :06:33.dig deep, put their hands in their pockets and do the decent thing. We
:06:34. > :06:38.feel it is the Government's fault. If we could get the compensation for
:06:39. > :06:43.that ?600 that would pay for them to have a caravan for a week and have a
:06:44. > :06:49.holiday together, which is what was missing. We asked the Home Office
:06:50. > :06:53.for a minister to come on tonight. It told us it was considering our
:06:54. > :06:57.request. This afternoon we received its answer. As you can see, no
:06:58. > :07:04.minister, cowards. Instead a statement. Once again the Home
:07:05. > :07:09.Office apologises for the delays. This has only just come in. We have
:07:10. > :07:13.been badgering for them a week. The Home Office now say it is will
:07:14. > :07:19.consider compensation on a case by case basis for anyone who can prove
:07:20. > :07:23.financial loss. Consumer expert James Daly is here. This is an
:07:24. > :07:28.unprecedented turn up for the books, is it not? Absolutely they said it's
:07:29. > :07:32.a case by case basis. For the first time they are saying they will
:07:33. > :07:35.possibly compensate people who went through the standard application
:07:36. > :07:39.process. In the past it was normally only people who went through the
:07:40. > :07:43.fast-track or premium, paid extra, you have them to admit liability
:07:44. > :07:48.here. Worth putting in a claim. Can we look at say a family of four
:07:49. > :07:52.going to Spain. Are they actually going to pick up the whole - are
:07:53. > :07:55.they saying they will pick up the whole tab, do you think, can they
:07:56. > :08:01.argue against anything? You can't guarantee you will get back
:08:02. > :08:04.?2,000-?4,000 if you spent that on a holiday. I would say you should get
:08:05. > :08:08.it back if it was their fault. You did everything you could have done
:08:09. > :08:11.to try and mitigate this. It's worth asking for that. If you don't get
:08:12. > :08:16.the response you are after, go to your MP. Who is most at risk? It's
:08:17. > :08:20.the people who are applying for the first time for a passport. People
:08:21. > :08:24.who applying for first time for their child. Those kind of people
:08:25. > :08:28.that can take a little bit longer. They need to be worried about what
:08:29. > :08:31.is going to happen? For a small minority of people, yes, it could be
:08:32. > :08:35.difficult. You would hope that the Passport Service could really
:08:36. > :08:39.expedite those cases where it's urgent. Get them in an office,
:08:40. > :08:42.face-to-face. The insurers seem clear they don't think it's their
:08:43. > :08:48.bag. They are not bothered about the spirit of the law, only the letter
:08:49. > :08:51.of the law. The insurance ombudsman thinks differently. How will that
:08:52. > :08:54.affect people who are fighting the Passport Office and the Home Office?
:08:55. > :08:58.Well, you know if you can't get anything out of the Passport Office,
:08:59. > :09:01.if you could prove to your insurer that you did everything you could to
:09:02. > :09:04.try and get your passport application done in time you chased
:09:05. > :09:07.it up afterwards and got nothing out of them, I would say your insurance
:09:08. > :09:12.should pay out. That is what insurance is there for, to cover you
:09:13. > :09:16.for the unexpected. The insurance ombudsman is still a possibility. If
:09:17. > :09:20.the Passport Office, you have - that is a different ombudsman? Yeah. OK.
:09:21. > :09:24.If you didn't have travel insurance, you really want to try and get your
:09:25. > :09:28.money back from the Passport Office, they won't give it back to you. Go
:09:29. > :09:31.to your MP they can claim to, firstly, the Chief Executive of the
:09:32. > :09:36.company, make a complaint there. If no luck there go to the
:09:37. > :09:38.Parliamentary Ombudsman. You yourself can write to the Chief
:09:39. > :09:44.Executive at the Passport Office? You can. Always good to have your MP
:09:45. > :09:48.on your side to go to the ombudsman that is given powers by parliament.
:09:49. > :09:52.Thank you. If you have a story you would like us to investigate get in
:09:53. > :09:58.touch. You can text us on 88822 starting your message with the
:09:59. > :10:01.letters WD. Or go to our website, bbc.co.uk/watchdog and click where
:10:02. > :10:07.it says Send Your Story. You can write to us, the address is on the
:10:08. > :10:10.screen now: In the next few days, Energy Regulator, Ofgem, will be
:10:11. > :10:15.unveiling plans for the biggest ever investigation into the UK gas and
:10:16. > :10:18.electricity industry. Its Chief Executive Dermot Nolan will be here
:10:19. > :10:22.next week, live in the studio, to tell us what it is hoping to
:10:23. > :10:30.achieve. If you have a question that you'd like us to put to him, get in
:10:31. > :10:38.touch email at Watchdog at watchdog@bbc.co.uk or you can tweet
:10:39. > :10:43.us using the hashtag, #askwatchdog. Wonga.com today ordered to pay ?2.5
:10:44. > :10:49.million compensation for using fake law firms to threaten customers.
:10:50. > :10:53.Celebs are drawn to this programme like flies. A few weeks ago we had
:10:54. > :10:57.Tony Hadley from Spandau Ballet. Then last series, and the series
:10:58. > :11:01.before that, and the one before that, it was Cheggers. It's getting
:11:02. > :11:05.like the lobby of the Chateau Marmont in here. Is not everyone is
:11:06. > :11:09.so lucky. Many people would like a taste of that celebrity lifestyle,
:11:10. > :11:11.but don't know how to go about getting it. Luckily, that's
:11:12. > :11:31.something I know a little bit about. Many people ask me, how do you
:11:32. > :11:36.achieve the trademark Rogue Traders look? It's something I'd really like
:11:37. > :11:41.to copy. They don't! Well, it's the result of years of in-depth work by
:11:42. > :11:47.the BBC's very top image consultants. We wanted a look that
:11:48. > :11:53.Matt could totally own. We thought, what is literally nobody wear at all
:11:54. > :12:03.nowadays. The answer - double denim. We focussed group the colour of the
:12:04. > :12:11.scarf. Red. Red. I don't care! This is my new rational consultant,
:12:12. > :12:16.Greggs. I got you cheese and onnon. Is We will accentuate the bald
:12:17. > :12:19.patch. A squirt of this in the eyes makes you look like you have been up
:12:20. > :12:20.patch. A squirt of this in the eyes since 4.00am in the morning in the
:12:21. > :12:25.back of a van. Thanks, Anna. since 4.00am in the morning in the
:12:26. > :12:29.image is everything. The desire to look good at all times is where
:12:30. > :12:39.companies like Makeover London Limited come in. Also, trading as
:12:40. > :12:44.Makeover Studios, and Celeb Beauty London. It will make you a star for
:12:45. > :12:48.a day with a professional makeover and photo shoot experience. Now, as
:12:49. > :12:49.a fully-fledged bloke I will be honest, it's not
:12:50. > :12:52.a fully-fledged bloke I will be was for these two. If you get a
:12:53. > :12:56.makeover it's a fun day out was for these two. If you get a
:12:57. > :13:02.your friends, all glammed up and dolled up. Nice picture to hang over
:13:03. > :13:07.your mantlepiece. Make you look really pretty. It's my idea of hell!
:13:08. > :13:11.I'm not really pretty. It's my idea of hell!
:13:12. > :13:12.Libity saw Makeover London was running a competition offering a
:13:13. > :13:15.free running a competition offering a
:13:16. > :13:19.shoot she thought it would be a great way for her and her
:13:20. > :13:20.shoot she thought it would be a enjoy her 17th birthday. A week
:13:21. > :13:23.shoot she thought it would be a later they contacted me saying I had
:13:24. > :13:26.won a makeover for me and another person. They said I would have to
:13:27. > :13:30.pay ?50 deposit, that is person. They said I would have to
:13:31. > :13:31.refundable when I get there. Jade was offered a
:13:32. > :13:36.refundable when I get there. Jade competition. They were promised a
:13:37. > :13:40.professional experience. There competition. They were promised a
:13:41. > :13:42.apparently, that had done competition. They were promised a
:13:43. > :13:50.wasn't that great. OK. competition. They were promised a
:13:51. > :13:53.the end of the process. Where you are talking about the
:13:54. > :13:56.the end of the process. Where you What happened then? I only came
:13:57. > :13:59.really for the makeover experience. I never came to purchase any It soon
:14:00. > :14:01.photos. Became clear that I never came to purchase any It soon
:14:02. > :14:06.the photos wasn't an option. I never came to purchase any It soon
:14:07. > :14:11.apparently that our money that we paid for the deposits wasn't
:14:12. > :14:15.refundable. We had to buy something with it. It was very pressured. It
:14:16. > :14:21.was sort of like, you would have paid double this if you had bought a
:14:22. > :14:25.makeover out right. You won this. It was free to you. We are only asking
:14:26. > :14:30.for money for the photos. It felt like you had to buy it. So, I paid
:14:31. > :14:37.?500 for a disk of images. Liberty didn't want to buy the photographs
:14:38. > :14:41.either, but again Makeover London wasn't prepared to take no for an
:14:42. > :14:46.answer. We were showed the pictures. I was told there was a minimum
:14:47. > :14:48.purchase of five photos. That sub total was over ?1,000. The we
:14:49. > :14:54.weren't allowed to leave. total was over ?1,000. The we
:14:55. > :14:59.point I was very, scared. Myself and my cousin were really panicky. She
:15:00. > :15:05.attempted to leave the room and he actually grabbed her. He tried to
:15:06. > :15:11.like push her back into the seat. I don't like the sound of it all. Just
:15:12. > :15:16.to get out of their office Liberty surrendered the ?60 on her and left
:15:17. > :15:20.empty-handed she never got back the ?100 she paid as a deposit either. I
:15:21. > :15:24.thought I was going in to do something different for my birthday.
:15:25. > :15:32.I ended up being intimidated. My cousin was handled physically. I
:15:33. > :15:37.spent ?160, left with no photos and was kind of - one of my worst
:15:38. > :15:41.birthdays, to be honest. What outfit is this Makeover London? Even more
:15:42. > :15:47.importantingly, who is in charge? Well, the company director is the
:15:48. > :16:11.mysteriously named Lovin Panchoo. pressure to squeeze money out of
:16:12. > :16:15.them is unacceptable. If it was your daughter who was stuck in a West End
:16:16. > :16:20.office, be ordered to hand over money they had not expected to, you
:16:21. > :16:26.would want to do something about it. So, let's do something about it. We
:16:27. > :16:30.need to get ourselves some prototypes celebs. They need the
:16:31. > :16:38.looks, the attitude and, more importantly, be on our payroll
:16:39. > :16:49.already. Sonia signed up for the full photographic session. She is
:16:50. > :16:55.immediately offered a deal. Special offer! All they need to do is pay a
:16:56. > :17:02.?120 deposit between them. They can use the money to purchase any shots
:17:03. > :17:07.that takes their fancy. According to the salesman, the day is actually
:17:08. > :17:13.free. That claim is repeated in one form or another no fewer than 12
:17:14. > :17:19.times. You're getting the whole thing for free. Have got the
:17:20. > :17:28.message. This experience is essentially free. It is essentially
:17:29. > :17:32.free. Free as a bird. So, our make over should be, well, top.
:17:33. > :17:36.When we've had our pamper, will we be a happy camper?
:17:37. > :17:42.In the midst of all the panic surrounding passports, the Tourism
:17:43. > :17:44.Minister, Helen Grant, was last week criticised for suggesting people who
:17:45. > :17:47.can't now go abroad should just holiday in the UK instead.
:17:48. > :17:50.But, as we all know, getting around this country by train is expensive.
:17:51. > :17:53.So, what are the best ways to beat the system and save money?
:17:54. > :18:15.Book in advance. They are called advanced tickets but you can buy
:18:16. > :18:17.some of them right up to the wire. You are talking about different
:18:18. > :18:24.deadlines for different companies. East Coast and Virgin Trains give
:18:25. > :18:30.you until midnight the day before, while East Midland Trains, First
:18:31. > :18:32.Great Western and ScotRail insist you book by 6pm the day before
:18:33. > :18:35.but CrossCountry, which runs a huge network from Penzance to Aberdeen
:18:36. > :18:37.and Cambridge to Cardiff, has just started selling Advance
:18:38. > :18:40.tickets anything up to 15 minutes You can't queue up and buy these
:18:41. > :18:58.tickets at the station, You do not walk up to the glass and
:18:59. > :19:04.get the ticket from the guy standing there. You stay six feet away and
:19:05. > :19:15.buy the ticket on your app and you will get it for ?26. Travelcards,
:19:16. > :19:21.that is another tip. Do not take this the wrong way but can you find
:19:22. > :19:29.a friend? There is something called the two together card. -- the Two
:19:30. > :19:34.Together Railcard. As long as we both go on the same train for the
:19:35. > :19:39.same journey, we would save that kind of money. Family members, does
:19:40. > :19:48.it have to be mates? Can we get one or two? Sign you can have as many as
:19:49. > :19:56.you like. -- you can have as many as you like and save 30% each time. I
:19:57. > :20:02.do not have a travel card and I want a ticket in the next hour. This is
:20:03. > :20:07.the best one. It is called split ticketing. You would think if he
:20:08. > :20:12.wanted to go from A to B you would buy one ticket but often it is not.
:20:13. > :20:16.The cheapest way to do it is by the Route in a series of single ticket
:20:17. > :20:21.along the way and it is much cheaper. You are not getting off the
:20:22. > :20:25.train but you are saving a huge amount of money. Imagine if he
:20:26. > :20:30.wanted to go from rugby to London, if you bought that ticket, ?64. If
:20:31. > :20:36.you buy a ticket to Milton Keynes and another to London, it is half
:20:37. > :20:43.the price, ?32. You are not getting off the train. You do not have to
:20:44. > :20:49.rush off and stand there. Is it legal? There is a golden rule. You
:20:50. > :20:54.need to make sure the train stops at all the stations mentioned on your
:20:55. > :21:01.tickets. It has two stop in route. Time to put your theories into
:21:02. > :21:05.practice. You have heard of Lambing Live, Stargazing Live, tonight we
:21:06. > :21:13.have wrapped things up a bit and we have got this. Yes, it is split
:21:14. > :21:21.ticketing life. We have pushed the boat out for you. We have got it on
:21:22. > :21:27.bowler. Inside that, we have details of 15 popular journeys across the
:21:28. > :21:34.UK. OK? I want you to see if you can reduce the price. We have Bristol to
:21:35. > :21:43.Birmingham. That is ?51.50. That is at 2030 hrs. The next one is...
:21:44. > :21:50.Edinburgh to Leeds. That is ?94 30 and that is leaving at 9pm. And,
:21:51. > :22:00.last and not least, let's get that one out, Derby to Darlington. That
:22:01. > :22:06.is leaving at 2009. In the next 40 minutes, I want you to see if you
:22:07. > :22:08.can get those cheaper. That is a challenge.
:22:09. > :22:11.The top of the range broadband offering superfast speeds.
:22:12. > :22:14.It claims to be up to five times quicker than average.
:22:15. > :22:16.BT also claims it offers outstanding reliability.
:22:17. > :22:17.So, it's ideal for downloading movies, streaming
:22:18. > :22:24.live TV, playing games online, or even taking accountancy exams.
:22:25. > :22:27.We'll deal with these so called superfast speeds in a moment.
:22:28. > :22:28.But, obviously, to enjoy this outstanding
:22:29. > :22:40.reliability, first, you need to actually get the service connected.
:22:41. > :22:49.Infinity, Einstein used it to describe the universe, Shakespeare
:22:50. > :22:53.to describe love. BT uses it to describe its top of the range
:22:54. > :22:59.broadband service. The words suggests that as that the word
:23:00. > :23:04.suggests greatness, limitless nurse. Does BT live up to that? The
:23:05. > :23:09.technology is impressive. Traditional broadband uses copper
:23:10. > :23:15.wires. BT Infinity uses fibre optics. Glass cables which carry
:23:16. > :23:20.information by light, producing speeds it claims are up to five
:23:21. > :23:27.times faster than normal. The fastest Infinity will cost you ?294
:23:28. > :23:33.for the first year, ?150 more than you would pay for BT 's unlimited
:23:34. > :23:44.broadband. The company says the so good everyone will want a go.
:23:45. > :23:52.Fibreoptic! My internet is so slow again. Guess who? Not everyone 's
:23:53. > :23:57.service is so good they have got neighbours desperate use it. Despite
:23:58. > :24:02.the adverts, speed is the one thing it fails to deliver on. The problems
:24:03. > :24:07.tend to stop the amount of time it takes to get the service installed.
:24:08. > :24:13.Ask Jan Wright, an existing customer who wanted it installed in her new
:24:14. > :24:18.home when she moved. They said it would be three weeks. We thought
:24:19. > :24:22.that would be fine. By the time we had unpacked and got ourselves
:24:23. > :24:27.sorted, it would be up and running. That day came and went and we had
:24:28. > :24:33.nothing. Jan received a text message to say there had been a problem and
:24:34. > :24:38.someone would be in touch. She got a new installation date which came and
:24:39. > :24:44.went as well. So things continued. More messages, more promised dates
:24:45. > :24:49.and more let downs. Just updates and updates. It is so annoying to think
:24:50. > :24:53.there was that much correspondence and then nothing. We totalled up how
:24:54. > :24:59.many times we were told we would have an installation date it turned
:25:00. > :25:06.out we had seven different dates. What was the problem? In order to
:25:07. > :25:11.set it up, you need a landline and Janice wanted to keep her existing
:25:12. > :25:16.number. According to BT, her old supply was causing delays. It made
:25:17. > :25:21.no sense because her old supplier was BT. I wanted to laugh down the
:25:22. > :25:24.phone. I thought, this is a joke. You are trying to tell me you have a
:25:25. > :25:30.problem You are trying to tell me you have a
:25:31. > :25:35.and it is you. Sky once she had pointed out the mistake, the
:25:36. > :25:37.landline was installed in a week and Infinity followed. I am doing
:25:38. > :25:42.accountancy exams and a lot of my Infinity followed. I am doing
:25:43. > :25:47.work is on the computer. I could not access them. I took the exam and I
:25:48. > :25:51.failed. They advertise broadband five times faster but getting it is
:25:52. > :25:57.not five times faster. You feel like you are waiting forever. Jan is
:25:58. > :26:02.not five times faster. You feel like waited up to five months to get it
:26:03. > :26:06.installed. Social media lists dozens more complaints. How quickly it
:26:07. > :26:18.operates is not the most complained about aspect of service. Let's take
:26:19. > :26:30.a look at the super fast download speeds. There is no denying it. That
:26:31. > :26:35.is quick, isn't it? That is fast. I am impressed. Not for everyone. The
:26:36. > :26:40.speed you are promised is often far removed from the speed you actually
:26:41. > :26:44.get. The average broadband connection is 17.8 Mb per second.
:26:45. > :26:51.When Beattie told a business customer Infinity would get her 38
:26:52. > :26:55.megabits a second, she was delighted. I asked if they could
:26:56. > :26:59.definitely guarantee it and they said, yes, we have tested the phone
:27:00. > :27:07.line. On that basis, we will proceed. The broadband speed
:27:08. > :27:13.drastically slowed down. It was constraining us so much that we
:27:14. > :27:18.could not work. She was getting speeds of just 13 megabits a second,
:27:19. > :27:22.even slower than the national average. After a two-month
:27:23. > :27:26.investigation, BT was forced to admit it was the fastest she would
:27:27. > :27:33.get. Apparently too many people in Harrow area had signed up to the
:27:34. > :27:44.servers. Infinity, you would think, had no boundaries. -- the service.
:27:45. > :27:48.They did offer a solution, to run fibre-optic line directly to her
:27:49. > :27:53.house but the downside was she would have to pay for the privilege. It is
:27:54. > :27:57.hard enough to run a small business these days, let alone if you have
:27:58. > :28:02.invested so much into it and the service you are promised failed to
:28:03. > :28:07.deliver. I cannot believe it is acceptable. Last month, the
:28:08. > :28:10.advertising standards authority rapped the company for promising
:28:11. > :28:14.broadband speeds it knew it could never deliver. Go to the website,
:28:15. > :28:21.enter your phone number and the online speed checker will tell you
:28:22. > :28:25.how many megabits a second you can expect. When one customer failed to
:28:26. > :28:31.get the speeds suggested by the site, they complained to the ASA.
:28:32. > :28:36.They instructed the company to make sure its speed checker was accurate
:28:37. > :28:41.in future. Is it? Let's see what the speed checker says about what is
:28:42. > :28:45.achievable at home address. Customer service has already told her she
:28:46. > :28:52.will only be able to get 13 megabits a second. Here it still promises it
:28:53. > :28:56.can deliver up to 25. That is almost double what we know to be possible.
:28:57. > :29:00.Perhaps this goes some way to explaining why we have had scores of
:29:01. > :29:07.complaints from viewers who say their broadband speeds just are not
:29:08. > :29:16.what had been promised. In place of superfast broadband, BT Infinity
:29:17. > :29:19.often has excruciating rates. Improvements are definitely needed
:29:20. > :29:24.but the question is, how long will they take?
:29:25. > :29:27.BT has put its hands up, as well it should.
:29:28. > :29:30.It apologises to everyone who's had problems with delays and broadband
:29:31. > :29:32.speeds and claims it will be investing
:29:33. > :29:39.Anyway BT accepts it took too long to connect Janice Wright,
:29:40. > :29:42.who sadly failed her accountancy qualifications.
:29:43. > :29:46.It's offered her a partial refund and three months free broadband.
:29:47. > :29:49.But, alas, no help retaking her exams.
:29:50. > :29:53.Jenni Foulkes, the small business owner, will be
:29:54. > :30:00.And BT is willing to discuss the same deal with any other
:30:01. > :30:04.customers struggling with speeds slower than promised.
:30:05. > :30:17.The company has set up a special e-mail address for Watchdog viewers.
:30:18. > :30:25.Still to come: Buying a new pair of glasses or contacts? A new survey
:30:26. > :30:31.reveals the worst big brand optician in the UK. Makeovel London Limited
:30:32. > :30:35.is a photographic studio in the West End. We are just about to get the
:30:36. > :30:40.full treatment. Our stooges have been promised they will get the day
:30:41. > :30:44.in the life of a celebrity, effectively for free. When it comes
:30:45. > :30:50.to the crunch, will it be making us over or doing us over? Sonia and
:30:51. > :30:53.Sophie's day of pampering is just getting started. They have been
:30:54. > :30:58.promised professional hair and makeup artists who had worked on
:30:59. > :31:00.many film and television projects. The freelance makeup artist we have
:31:01. > :31:08.been booked seems very young to have so much experience. We asked to see
:31:09. > :31:13.herpes card. By the modern magic of the internet we can find out a lot
:31:14. > :31:17.about her. Wow! Full marks for effort. She only qualified last
:31:18. > :31:23.year. The fantastic! Over the phone we had been promised she would use
:31:24. > :31:27.MAC makeup products which I have been led to believe is a big deal.
:31:28. > :31:32.She use as range of basic high street brands. As for the separate
:31:33. > :31:38.hairstylist, well that's the same makeup girl. Despite being promised
:31:39. > :31:42.at least three hours of pure beauty pampering, after just one we are
:31:43. > :31:49.bundled off to the photo shoot. Not to worry though, we have been told
:31:50. > :31:57.Makeover London's freelance snappers work for Elle and Vogue. I used to
:31:58. > :32:03.do a lot of weddings. He mainly does weddings. So what stylish
:32:04. > :32:12.backgrounds will he use? We have the option of the white one! Or the
:32:13. > :32:16.black one! Then he spices things up with a battered leathery cube. If
:32:17. > :32:20.this is the life of a celebrity, I'll give it a swerve. The on the
:32:21. > :32:24.plus side it's effectively free. Whatever happens,ing it won't be
:32:25. > :32:32.costing us much. Yeah, it doesn't work out that way! We are ushered
:32:33. > :32:37.into a room with a man called Neil who is the air brusher. He will show
:32:38. > :32:41.us his pictures. We have paid ?120 deposit. We were told that could be
:32:42. > :32:43.used to buy photos. So we pick out five of the best and ask about the
:32:44. > :33:02.prices. How much are they? Yes, ?500 for five photos. Neil
:33:03. > :33:10.innists is we are getting a good deal.
:33:11. > :33:17.Lucky us. Even though we were never warned about it, he now insists this
:33:18. > :33:21.?500 is the minimum spend for every customer. So we have to buy the
:33:22. > :33:27.photos. This special deal isn't looking so special any more. We
:33:28. > :33:33.thought the day was for free. It is for free.
:33:34. > :33:40.As long as what we want to do is cough up. It gets worse. If we
:33:41. > :33:44.don't, he will invoice us for ?800 to cover the supposedly free
:33:45. > :33:52.makeover and if we refuse we could expect legal action. Sophie and
:33:53. > :33:58.Sonia refuse to be bullied and hold their ground. They pay a total of
:33:59. > :34:06.?240, including the ?120 deposit they had already paid and leave with
:34:07. > :34:12.a collection of 10 photos. Are they the glossy magazine standard snaps
:34:13. > :34:17.we were promised? Quick, find me a fashionista. You are a picture
:34:18. > :34:22.editor for top end fashion magazines. I'm proud to present a
:34:23. > :34:26.new face for fashion. OK. Her foe has been taken by an Elle
:34:27. > :34:33.photographer, we have been told. Are you ready? Yep. Sonia! Oh, wow! This
:34:34. > :34:38.isn't what I would expect for a photographer for a top glossy
:34:39. > :34:43.magazine. Background is obviously quite dirty. The there has been no
:34:44. > :34:46.retouching, which is an very important part of fashion
:34:47. > :34:52.photography. The pose is stilted. This uses the classic fashion device
:34:53. > :34:56.of the leather cube. We often use that on the magazines we work for.
:34:57. > :35:01.Looks like it has seen better days. How about that Green background, is
:35:02. > :35:05.there a meteor coming out from behind her. It's distracting. Not
:35:06. > :35:09.flattering. This is amateurish. You are paying someone money, you want
:35:10. > :35:18.it to be better than what you could do. Most people could take better
:35:19. > :35:24.pictures on Instagram. So far, so bad for Makeovel London Limited.
:35:25. > :35:28.This is where we on Rogue Traders like to play our benefit of the
:35:29. > :35:32.doubt joker and give them another chance to do things right. Of
:35:33. > :35:40.course, for that, we need another hopeful. This time, she's a model.
:35:41. > :35:45.-- Makeover London. My name is Amy, I'm a model. Shut you, will you! I
:35:46. > :35:51.could be a model. I could be a model! Ah, it's not fair. When Amy
:35:52. > :35:56.tells Makeover London is about model! Ah, it's not fair. When Amy
:35:57. > :35:58.turn professional and is interested in having photos taken
:35:59. > :36:03.turn professional and is interested offered a special deal. She can have
:36:04. > :36:20.the ?400 platinum package for ?100. In the only that, the sales woman
:36:21. > :36:28.promises she will be laying on the very best team.
:36:29. > :36:32.Nice, but then a bit Audley she really wants to know about Amy's
:36:33. > :36:43.financial situation. -- oddly. You are right, that sounds
:36:44. > :36:48.rude. We book the makeover anyway. It kicks off with a specially
:36:49. > :36:52.sourced top makeup artist. Oh, no, hold on, wait... Yeah, same one.
:36:53. > :36:56.Yeah, the same one who just graduated using the same high street
:36:57. > :37:02.products. And, how about that photographer then? Take a wild
:37:03. > :37:07.guess, go on? Yes, it's the same guy. It's the wedding photographer.
:37:08. > :37:11.Who wheels out the same backgrounds, poses and props as last time.
:37:12. > :37:15.Finally, it's time to meet Neil again. He unveils Amy's photos and
:37:16. > :37:23.then unveils the price for 24 of them.
:37:24. > :37:28.?1,500 for two dozen photos which were nothing like as professional as
:37:29. > :37:33.she was promised. As the only thing she was told to pay was the ?120 she
:37:34. > :37:38.handed over she says she doesn't want to buy anything. No. I don't
:37:39. > :37:43.want to get them. That news doesn't go down too well. Once again, Neil
:37:44. > :37:48.tells us we have to spend at least ?500.
:37:49. > :37:56.Why didn't she tell me that on the phone. This time we decide not to
:37:57. > :38:02.hand over any cash. As she leaves Amy is told Makeover London will
:38:03. > :38:06.chase her for ?400 of the platinum package and won't get her deposit
:38:07. > :38:10.back. We have a company that promises one thing, that it fails to
:38:11. > :38:14.deliver, and then uses strong arm tactics on young women to get money
:38:15. > :38:19.out of them that they dreamt of spending. The real problem with
:38:20. > :38:24.Makeover London is that they are under exposed. That's a situation we
:38:25. > :38:29.are keen to rectify. We will be taking a trip to Makeover London and
:38:30. > :38:35.fashioning our own photo opportunity in about 10. Before that, Next,
:38:36. > :38:40.Tesco, Morrisons, Asda, EasyJet, Ryanair, and even the NHS apparently
:38:41. > :38:51.all helping to make parenthood even more challenging than it already is.
:38:52. > :38:57.Rebecca Willcox reports. Having babies is supposed to be the most
:38:58. > :39:00.wonderful time of your life. Benji is the greatest thing that has ever
:39:01. > :39:05.happened to he toe. After he arrived I discovered a few things they don't
:39:06. > :39:08.tell you about what to expect when you are expecting. The surprises
:39:09. > :39:14.began the very morning after I gave birth. Still overwhelmed my 30-hour
:39:15. > :39:20.labour from hell in walks the nice lady from a parenting club called
:39:21. > :39:24.Bounty with a pack of free stuff, that I'm never going to use. My
:39:25. > :39:29.child benefit form. Which the Government pays Bounty to
:39:30. > :39:33.distribute. Sounds innocent enough. There is more to this cosy
:39:34. > :39:37.arrangement than meets the eye. You see, Bounty is also a direct
:39:38. > :39:45.marketing company that is paid the NHS millions of pounds for exclusive
:39:46. > :39:51.access to ma Tierney ward bed sides. Their friendly Bounty ladies can
:39:52. > :39:58.come in looking like they have to be here and gather your personal
:39:59. > :40:03.details. I handed over my details without thinking. I have signed up
:40:04. > :40:09.to years of special offers and exclusive promotions. At last count
:40:10. > :40:14.I get half a dozen emails a week from Bounty. The NHS is also in on
:40:15. > :40:21.the act. They only allow me two visitors a the a time. That is my
:40:22. > :40:26.close friends and family. Why are they allowing a stranger in my room,
:40:27. > :40:29.and turning the most special moment of my life into a marketing tool.
:40:30. > :40:36.MPs in the Department of Health have voiced their concern. 27,000 people
:40:37. > :40:39.have signed a petition to get Bounty kicked off maternity wards
:40:40. > :40:48.altogether. As far as I'm concerned that can't happen soon enough. Shut
:40:49. > :40:53.the door! OK. We can do this. With a baby in tow even the most mundane of
:40:54. > :40:59.tasks, liking picking up grossies makes me feel like the entire world
:41:00. > :41:05.is trying to thwart me, even before I get to the supermarket. Why,
:41:06. > :41:10.someone with no snot in his hair, no sleep deprivation and no child has
:41:11. > :41:14.parked in my precious parent and child parking space! Ah! Aside from
:41:15. > :41:19.being closer to the store, these parent and child bays offer extra
:41:20. > :41:24.wide spaces to help get your kid and buggy in and out of the car. Because
:41:25. > :41:28.without them, this is what you face. Even with a stunt baby you can see
:41:29. > :41:32.there is virtually no room to manoeuvre. Don't expect all of the
:41:33. > :41:37.big four supermarkets to rush to your aid. In the stores where they
:41:38. > :41:42.run their own car parking, Asda, Sainsbury's and more sons issue
:41:43. > :41:48.fines to people who misuse the parking spaces. Tesco don't. Well,
:41:49. > :41:53.here's an idea for them. Having gone to the length of actually supplying
:41:54. > :42:02.something useful for us parents, please let us use it! My nightmare
:42:03. > :42:06.isn't over. After I've made my way through the supermarket, with the
:42:07. > :42:14.shoplifting toddler I have my biggest challenge to face. Sweets at
:42:15. > :42:18.the checkout. Seeing them all laid out in the their shiny, sweetie
:42:19. > :42:23.goodness, that perfect toddler height makes me want to shop online.
:42:24. > :42:28.Once he got his hands on a chocolate bar I can expect an almighty tantrum
:42:29. > :42:32.unless I buy one. So why do the supermarkets do it? To get their
:42:33. > :42:36.hands on my money, of course. Although some are better than
:42:37. > :42:40.others. Out of the big four, Tesco are leading the way. In response to
:42:41. > :42:43.parents pleas they have pledged to remove all sweets and chocolates
:42:44. > :42:50.from their checkouts by the end of the year. Although Sainsbury's have
:42:51. > :42:53.banned unhealthy food from checkouts in their large supermarkets they
:42:54. > :42:56.refuse to do so in their smaller convenience stores. Asda and
:42:57. > :43:01.Morrisons are parent enemies number one. They have no restrictions at
:43:02. > :43:10.all when it comes to junk food at checkouts. I know where I won't be
:43:11. > :43:17.shopping in the future! So, it's 7.30, wine o'clock, time to book a
:43:18. > :43:21.holiday. Unfortunately, that is another thing that makes me want to
:43:22. > :43:24.scream. Apparently there is no such thing as a budget airline when you
:43:25. > :43:30.are travelling with babies. Buy a ticket for a child under one on
:43:31. > :43:35.major carriers like British Airways, emrace rates and United Airlines you
:43:36. > :43:39.will u will be charged 10% of the adult fare. Even though the kids
:43:40. > :43:42.sits on your lap it is it a fair amount to pay. On some budget
:43:43. > :43:47.airlines you could find your baby's ticket ends up costing more than
:43:48. > :43:51.yours. Why? Because they charge a flat fee for babies that is the same
:43:52. > :43:57.no matter where you're flying to. Take easyJet. We found an adult
:43:58. > :44:03.return ticket to Jersey for ?40.48. The same return journey for an
:44:04. > :44:08.infant under one would cost you ?44. With Ryanair, it's even worse. We
:44:09. > :44:15.found an adult return from Manchester to Dublin for ?19.98. Yet
:44:16. > :44:20.every return ticket for the under ones on Ryanair will cost you ?60,
:44:21. > :44:24.they don't even get a seat. Why are they charging me up to three times
:44:25. > :44:28.an adult price for a baby that takes up a sixth of the space? Is it
:44:29. > :44:36.because they will throw-in a nanny service, or will they provide
:44:37. > :44:40.colouring books and a toy? No, is it because I'm a parent and want to
:44:41. > :44:53.squeeze every last penny out of me, yes, yes, yes!
:44:54. > :44:56.Morrisons will be removing confectionary from one in five
:44:57. > :45:01.However, ASDA and Sainsbury's both say they won't be moving sweets away
:45:02. > :45:04.from the tills because they feel customers appreciate choice and
:45:05. > :45:08.Tesco says it is always looking for ways to ensure
:45:09. > :45:12.its parent/child parking bays are only used by people with children.
:45:13. > :45:14.Bounty insists most mothers enjoy its hospital visits and free goody
:45:15. > :45:18.pack and that it has strict rules in place to help respect privacy.
:45:19. > :45:21.It says mums can leave its database at any point
:45:22. > :45:24.and their information is only ever shared when consent has been given.
:45:25. > :45:27.The Department of Health says it has written to its NHS Trusts to ensure
:45:28. > :45:33.As for the budget airlines, easyJet say its infant fare policy is fixed
:45:34. > :45:38.It points out that some of its cheapest flights can be less
:45:39. > :45:41.than the fixed ?22 fee and that the fare covers an allowance
:45:42. > :45:54.Instead, it invited Rebecca to meet them.
:45:55. > :46:02.I wanted to know why it costs more for a baby under one than it does
:46:03. > :46:07.for an adult to fly with Ryanair. This is something we have looked at
:46:08. > :46:14.recently we have changed it last week. We have reduced it by ?10. In
:46:15. > :46:19.the UK, we have introduced a new product which is specifically
:46:20. > :46:26.designed for mums with young kids or dads with young kids and has a lot
:46:27. > :46:30.of extra bonus features. Don't you think that is coincidental? We
:46:31. > :46:38.contact you and then you launch it. Is it a bit weird? Good timing, I
:46:39. > :46:44.would say. It is the luck of the Irish! You say you have reduced your
:46:45. > :46:48.flat fee to ?20. You still have adult fans that are cheaper. We
:46:49. > :46:54.found one from Birmingham to Dublin that was ?9 99 travelling in July
:46:55. > :47:01.and your infant fare would be double. Why is that? It is still a
:47:02. > :47:11.person that has two travel. It is a very important and wonderful person.
:47:12. > :47:14.This is a Ryanair that is always listening to customers. Families are
:47:15. > :47:19.one of the most important customer groups, particularly mothers
:47:20. > :47:25.travelling with young children. We are listening to them. Are you
:47:26. > :47:33.trying to make as much money from parents with families? Sky no, we're
:47:34. > :47:41.always listening to them. So, your flat fee has gone down from ?30 to
:47:42. > :47:47.?20. You going to give a refund to everyone? No, we won't. It would be
:47:48. > :47:52.difficult for us to do that. We are saying, yes, we have changed it and
:47:53. > :47:54.listened to customers. I am confident we will not be beaten on
:47:55. > :48:20.value. I'd macro longer .com was ordered to
:48:21. > :48:25.-- Wonga .com was ordered to pay out money today as they wrote to
:48:26. > :48:29.customers threatening legal action unless debts were repaid quickly. In
:48:30. > :48:38.some cases, they even charge extra to cover the cost of sending the
:48:39. > :48:44.letters out. The lender must now refund those accepted. This morning,
:48:45. > :48:56.Wonga apologise for any distress caused and said it had stopped the
:48:57. > :49:07.practice which, presumably, they think makes everything all right.
:49:08. > :49:16.Which magazine polled 5000 customers and the results make unpleasant
:49:17. > :49:22.reading for Optical Express. It scored poorly on special offers,
:49:23. > :49:25.value for money and price. Independent opticians worktop. They
:49:26. > :49:33.waited far higher than in any of the big high street brands. Bad news for
:49:34. > :49:41.Optical Express. Maybe they need a bit more focus! Honda, Nissan and
:49:42. > :49:46.Master have issued a worldwide recall on 3 million cars. The models
:49:47. > :49:50.have a defect that could cause the passenger airbag to rupture at any
:49:51. > :49:59.time and metal fragments to scatter throughout the vehicle. In the UK,
:50:00. > :50:13.Honda recalling 35,000 Accords, Civics, Jazz and Screen -- streams.
:50:14. > :50:19.Nissan says it has no idea how many of its models in the UK are affected
:50:20. > :50:23.and is currently trying to find out. That is hardly reassuring. If you
:50:24. > :50:25.think your car is one of those with a defect or want any more
:50:26. > :50:30.information, the advice is to check with your local dealer.
:50:31. > :50:32.Back to Makeover London now, the photographic studio
:50:33. > :50:34.which promises its young customers a day to remember and special
:50:35. > :50:37.discounts on their photos but conveniently forgets to tell
:50:38. > :50:43.We wrote to the bosses with our allegations but they didn't come
:50:44. > :50:48.So, we want to pay them another visit.
:50:49. > :50:57.This time we'll be putting them in the picture.
:50:58. > :51:06.9am, Warren Street, the West End. We are parked near the Makeover London
:51:07. > :51:12.studios, which should open for business soon. We are hoping to
:51:13. > :51:15.speak to one of the people in charge as he arrives for work. Here is my
:51:16. > :51:19.advice for the hottest day of the year so far. What you really want to
:51:20. > :51:23.do is sit in a blacked out found with five of your very close work
:51:24. > :51:31.colleagues for an indeterminate period of time. The registered
:51:32. > :51:35.director of Makeover London is a man called Lovin Pachoo. We have never
:51:36. > :51:49.seen him and we're wondering if he really exists. We are hoping to
:51:50. > :51:55.catch up with the general manager. We hope to talk to him. Sure
:51:56. > :52:06.enough, after nearly two hours of jumper wearing, we spot him. Hello,
:52:07. > :52:10.Mark! How are you doing? What I would like to know is how you can
:52:11. > :52:14.pressure young women into spending hundreds of pounds when you had
:52:15. > :52:21.misled them into the fact to offer a free service. Could you do me a
:52:22. > :52:27.favour? You have caught me at a bad time. I need to speak to my team
:52:28. > :52:32.first. We need to speak to you about the fathers of the young women. How
:52:33. > :52:38.would you feel if it were your daughter? That is what happens in
:52:39. > :52:49.your business. Do you know what the professional thing to do is? Meet me
:52:50. > :52:55.when I am fully prepared. The idea of you discussing professionalism
:52:56. > :53:04.with me is ridiculous. If I was the father... If you will not let me
:53:05. > :53:08.talk, do not get in MySpace. Do not get in MySpace. On the phone, it was
:53:09. > :53:16.offered as an effectively free service. There was no mention of the
:53:17. > :53:30.?500 minimum spend. The make over is for free. If they want any photos,
:53:31. > :53:36.they pay. Talk me through it. It is a bad time now. It is unacceptable
:53:37. > :53:40.pressuring people into handing over hundreds of pounds. That is what you
:53:41. > :53:45.are doing. That is what is happening. That is what we witnessed
:53:46. > :53:54.happening. We filmed that taking place. You just said, OK. You are
:53:55. > :54:02.agreeing with me that that is what is taking place? Stop doing this.
:54:03. > :54:07.Stop doing this. So, that is Mark. You know, the problem with this is,
:54:08. > :54:15.it is effectively free, until you get to the end. And then it is not
:54:16. > :54:17.free, it costs hundreds of pounds. I think we should really demonstrate
:54:18. > :54:24.what free really looks and feels like. Yes, fashion fans, we are
:54:25. > :54:28.setting up our own rival photo studio on the Makeover London
:54:29. > :54:34.doorstep. This is for you and for me. It is for everyone who has ever
:54:35. > :54:41.had a career in modelling. Here we go, ready? This is free and it is
:54:42. > :54:49.yours to take away. That is completely free. Not effectively
:54:50. > :54:53.free, free. The competition re-enters the game. Remember Neil,
:54:54. > :55:01.the guy who bullies customers into buying photos. He has just pitched
:55:02. > :55:10.up for work, hasn't he? Sorry, I am not here. We have definitely come
:55:11. > :55:16.across you in the office. Watch out for the road! He is so quick off the
:55:17. > :55:24.mark, our camera crew is left standing. After a sub four-minute
:55:25. > :55:30.mile, I have to give up as well. That was Neil. He did not want to
:55:31. > :55:35.talk. We have had a lot of fun, we have made a lot of new friends. We
:55:36. > :55:43.have met Mark and, very briefly, Neil. I think it is time to go.
:55:44. > :55:53.Sadly, baby you can help us with this, we have still lost that Lovin
:55:54. > :55:57.Panchoo. We would like to thank you for all the pictures you have sent
:55:58. > :56:09.in with your leatherette cubes. We still have not heard anything from
:56:10. > :56:14.Lovin Panchoo or anyone hours at Makeover London.
:56:15. > :56:18.Earlier on in the show, we set Simon Calder a challenge - to find
:56:19. > :56:21.cheaper rail fares on three train journeys by splitting the ticket.
:56:22. > :56:24.In other words buying singles for parts of the route, rather than
:56:25. > :56:43.Derby to Darlington, leaving at 2009. I got a Derby to Sheffield
:56:44. > :56:51.ticket and then a Sheffield to Darlington ticket which saved me ?15
:56:52. > :57:04.40. Next up, Edinburgh to Leeds, leaving at 2100. I bought two
:57:05. > :57:17.tickets which saved me 12 point ?50. -- ?12.50. Bristol to Birmingham,
:57:18. > :57:22.leaving at 2030? I saved ?19.40. The golden rule? You have to make sure
:57:23. > :57:36.the train stopped at the station is mentioned
:57:37. > :57:40.the train stopped at the station is stories coming in. The switch and
:57:41. > :57:50.Picasso and the diet pill guaranteed to lose you money. And the energy
:57:51. > :57:55.regulator, Ofgem, we have the CEO in the studio to tell us why he has
:57:56. > :57:59.done nothing to stop rises in our gas and electricity bills. Till
:58:00. > :58:31.then, from all of us here, good night.
:58:32. > :58:43.This is your update. Wonga customers are to get ?2.6 million in
:58:44. > :58:52.compensation after a payday lender sent them fake letters from unreal
:58:53. > :58:53.debt collectors. David Cameron has been given