:00:00. > :00:08.They're set to be one of this Christmas's big sellers, but drones
:00:09. > :00:13.are posing a serious threat to air traffic and people on the ground.
:00:14. > :00:21.I take to the skies with the pilot to almost collided
:00:22. > :00:23.I take to the skies with the pilot mid-flight. Is it time for anyone
:00:24. > :00:42.using a drone in the UK to be registered?
:00:43. > :00:49.We're live for the next hour, fighting for your rights.
:00:50. > :00:52.Tonight, in the light of last week's terror attack in Paris, Simon Calder
:00:53. > :01:01.As confusion and chaos continues over your
:01:02. > :01:03.pension options, Minister Ros Altmann is here to provide some
:01:04. > :01:11.We reveal how new laws could protect you from unfair terms and
:01:12. > :01:17.conditions. This is a 100 page agreement for an online account. 100
:01:18. > :01:21.pages! One of our team, Adrian, will try to read it by the end of the
:01:22. > :01:23.programme. Start now, Adrian, if you can't read it in an hour, frankly,
:01:24. > :01:26.what's the point? Also tonight, Oak Furniture land
:01:27. > :01:28.and a catalogue of complaints Ian Robertson wanted a table
:01:29. > :01:31.and chairs that match. Ray Briggs wanted
:01:32. > :01:33.a TV unit that wasn't cracked. And after ordering a full set,
:01:34. > :01:36.Kirsty Whiting wanted more than three usable chairs
:01:37. > :01:38.for her family to sit on. Did any
:01:39. > :01:44.of them get what they wanted? And we're entering the job market as
:01:45. > :01:57.I confront a rogue ripping people You are training people to cold call
:01:58. > :02:02.people who haven't got jobs to offer them jobs which don't exist and then
:02:03. > :02:07.get them to call a premium rate line to spend as long as possible on that
:02:08. > :02:12.line, so they racked up bills that they can't afford because they
:02:13. > :02:16.haven't got jobs. That pretty much explains it! It does.
:02:17. > :02:19.Whether it's the police, enthusiastic photographers or
:02:20. > :02:21.companies planning to use them for deliveries, these flying machines
:02:22. > :02:26.In the last year alone, one high street retailler has told
:02:27. > :02:29.us they've sold 17,000 of these devices, but when things go wrong,
:02:30. > :02:42.They come in various sizes, this is a particularly big, powerful one.
:02:43. > :02:44.You've been telling us that they can go wrong. Even when they don't, they
:02:45. > :02:53.can still be extremely dangerous. When it comes to getting a birds eye
:02:54. > :02:58.view of the world there is no doubt that drones are brilliant
:02:59. > :03:04.inventions. Drones with built in cameras start at just ?20, meaning
:03:05. > :03:08.they are accessible to anyone. And they are everywhere now, TV crews
:03:09. > :03:12.like us are using them to get that perfect aerial shot. They are also
:03:13. > :03:15.great fun to play with, more and more people are buying them to use
:03:16. > :03:21.at home, on holiday, in the local park. With drones reaching heights
:03:22. > :03:27.of around 400 feet, they are not so much fun if things go wrong. We were
:03:28. > :03:32.contacted by the owner of this drone, who sent his footage after it
:03:33. > :03:33.malfunctioned and crashed into Betty Luker's garden in Kent, feet away
:03:34. > :03:37.from the Eurostar train line. I was hanging washing on this line
:03:38. > :04:00.and it came across here, this noise, What was it? How big was it? About
:04:01. > :04:03.like that, I think. Making a hell of noise. I thought, what on is it?
:04:04. > :04:05.Sorry, I'm still shaking. You've had a really lucky escape,
:04:06. > :04:07.haven't you? Yes, it could have been really
:04:08. > :04:19.nasty if it hit my head, yes. Which is exactly why the Civil
:04:20. > :04:23.Aviation Authority has strict rules in place to make sure people fly
:04:24. > :04:27.their drones safely and responsibly. If you use them
:04:28. > :04:36.professionally, you need a full licence. But for amateur drone users
:04:37. > :04:40.varies the -- fares drone code. You must never fly higher than 400 feet
:04:41. > :04:45.and keep the drone away from aircraft and air field unless you
:04:46. > :04:48.have their permission, like we did, for filming. Drones fitted with
:04:49. > :04:53.cameras mustn't be flown over congested areas or within 50 metres
:04:54. > :04:57.of vehicles, buildings or people without getting their explicit
:04:58. > :05:02.consent, like I gave to our professional operator. The rules
:05:03. > :05:06.themselves are crystal clear but figures from police forces across
:05:07. > :05:11.the UK show that in the past year alone they've received more than 450
:05:12. > :05:15.calls about drones from members of the public. In fact, one force has
:05:16. > :05:20.reported eight more than 20 fold increase in is last year. Are these
:05:21. > :05:29.drone users deliberately breaking the rules or do they simply not know
:05:30. > :05:33.about them? Stefan and Hannah from Stockwell certainly didn't and it
:05:34. > :05:36.took getting into trouble with the police at the Natural History Museum
:05:37. > :05:43.before they realised there are actually rules on where they can fly
:05:44. > :05:47.their drone. He's getting told off for using his flying camera. I don't
:05:48. > :05:51.think I was allowed to get that shop. I was interviewed by police
:05:52. > :05:55.for about six hours altogether, I've never heard of anybody getting in
:05:56. > :06:00.legal trouble with it. I was under the impression that as long as you
:06:01. > :06:06.were sensible and as long as you knew what you were doing, almost, it
:06:07. > :06:11.would be OK. Stefan was let off by the police and read up on the CAA
:06:12. > :06:14.drone flying rules. If I hadn't got in trouble, I would never have
:06:15. > :06:19.learned about the rules and I'd probably still be out there flying
:06:20. > :06:25.it now. It's not just flying drones in populated areas that is causing
:06:26. > :06:29.concern. People flying drones near aircraft is a growing problem. Air
:06:30. > :06:33.safety figures show there been around 20 reports since last year
:06:34. > :06:38.from pilots you've experienced drones in dangerously close to their
:06:39. > :06:46.planes or helicopters. A terrifying prospect and, luckily, all near
:06:47. > :06:56.misses so far. One of those pilot is this gyrocopter instructor, Kai, it
:06:57. > :06:58.happened to him not once, but twice. The first time you saw a drone, what
:06:59. > :06:59.happened? When I was on a training flight with
:07:00. > :07:02.a student, it certainly appeared in So I took the controls
:07:03. > :07:19.from my student and took avoiding If we hadn't avoided, we certainly
:07:20. > :07:25.would have had an impact. The second time? 1500 feet, didn't see anything
:07:26. > :07:32.until it came across here. What would have happened if that hit you?
:07:33. > :07:34.We were doing a similar speed, 85-90 mph, it would have gone through the
:07:35. > :07:36.screen. You are an experienced pilot
:07:37. > :07:40.but you must have been very shaken. Afterwards, when you actually think
:07:41. > :07:44.about what could have happened, So what can be done to tackle unsafe
:07:45. > :07:55.drone use? In Ireland and America,
:07:56. > :07:57.plans are already in place to roll out a compulsory registration
:07:58. > :08:01.scheme for anyone who owns a drone. It'll mean users can be fully
:08:02. > :08:12.educated on the latest rules and Safety information. If the UK
:08:13. > :08:17.Government were to follow suit, responsible drone users could be
:08:18. > :08:23.tracked down far more easily. Which could help in cases like this. Last
:08:24. > :08:26.month a police horse from the West Yorkshire mounted branch was spooked
:08:27. > :08:31.while out in the paddock. With tragic consequences. He ran into a
:08:32. > :08:35.post and, sadly, died of his injuries. Officers later discovered
:08:36. > :08:42.a drone nearby and suspect this was the cause. Without a drone
:08:43. > :08:43.registration scheme in place, it's almost impossible to track down the
:08:44. > :08:47.owner. Had there been a registration scheme that the owner had complied
:08:48. > :08:51.with, and there were identifying marks on the drone, it would have
:08:52. > :08:58.helped us and we could have identified the owner and made the
:08:59. > :09:01.appropriate inquiry. Alan McKenna has contributed to government
:09:02. > :09:03.studies on drones and is in favour for compulsory registration.
:09:04. > :09:06.A registration scheme would require those purchasing drones to identify
:09:07. > :09:08.themselves in terms of names and addresses, it would provide
:09:09. > :09:10.the regulatory authorities with that vital information they
:09:11. > :09:21.In the meantime, Kai is calling on all drone users to remind themselves
:09:22. > :09:25.of the rules before there was a real accident. I think educating people
:09:26. > :09:29.better would be extremely helpful because I'm quite sure there was
:09:30. > :09:34.only a very, very small minority that try to push the boundaries to
:09:35. > :09:38.the point where it will end up with an impact, or it will end up hurting
:09:39. > :09:48.somebody. If any of you have had a near miss,
:09:49. > :09:52.any problems with drones, do get in touch. You can find more information
:09:53. > :09:54.about how to use drones safely on our website.
:09:55. > :10:04.Schools have been told to put trips to France on hold until after this
:10:05. > :10:05.weekend, Simon Calder will explain how the global terror threat might
:10:06. > :10:14.affect all of our travel plans. Telling truth from fantasy when
:10:15. > :10:19.watching television can be eight challenge these days. The drama is
:10:20. > :10:23.so realistic yet the reality is so dramatic. It turns out they've is no
:10:24. > :10:27.place called Walford in the East End of London, so there I was for the
:10:28. > :10:31.last 30 years thinking I was watching a documentary. But that's
:10:32. > :10:36.fine, it's only entertainment. If, however, like tonight's rogues, your
:10:37. > :10:40.business offers desperate people jobs, you need to make sure you are
:10:41. > :10:43.not part of an elaborate and destructive soap opera. Otherwise
:10:44. > :10:57.your heart is in the wrong place. With trains out of action, the hard
:10:58. > :11:08.work has been getting to work. Real reality can be rubbish, so many
:11:09. > :11:13.people prefer to watch TV shows, like this, instead. Eight look
:11:14. > :11:17.real, following real people's real lives, but they are not real.
:11:18. > :11:20.Because, in fact, the scenes are scripted. It's called scripted
:11:21. > :11:30.reality and there is a lot of snogging. All right, babe? I thought
:11:31. > :11:36.you wasn't going to be here. I thought that, too. I like that
:11:37. > :11:42.shirt. Keeps my top half nice and warm, know what I mean? Did you snog
:11:43. > :11:47.Karen? You what? Never mind, whatever.
:11:48. > :11:54.You see, it's a highly glamorous world where people seem to go places
:11:55. > :11:59.and then chat, using all the latest urban slang. Everything looks
:12:00. > :12:04.amazing, nobody seems to do any work of any real value. Yet we get to
:12:05. > :12:08.eavesdrop on some staggering conversations that will make your
:12:09. > :12:16.drawers drop. Is chicken and vegetable?
:12:17. > :12:23.It's not unlike life at Heart Communications run by Laura Canard,
:12:24. > :12:26.the director. Its call centre is based in this shiny shared office in
:12:27. > :12:32.Welwyn Garden City, but like scripted reality shows, things
:12:33. > :12:35.aren't quite what they seem. We know that Heart Communications has three
:12:36. > :12:59.telephone services. One of that Heart Communications has three
:13:00. > :13:02.callers to pounds per minute, let's say you forgotten how to change the
:13:03. > :13:06.password on your social media account. Type the problem into a
:13:07. > :13:13.search engine and pops the helpline number, manned by people it calls
:13:14. > :13:20.So what was your background, have told us it isn't the reality.
:13:21. > :13:24.So what was your background, expertise in that area? We had no
:13:25. > :13:29.training, no training whatsoever. How did you answer that question? We
:13:30. > :13:33.had to type their problem into Google and read from Google
:13:34. > :13:39.troubleshooting. It seems Heart Communications charges ?2 per minute
:13:40. > :13:44.to look stuff up on Google. They admit this in the small print. But
:13:45. > :13:47.for Gemma it was a con. How did you feel doing that? Immoral,
:13:48. > :13:52.incompetent, we didn't know feel doing that? Immoral,
:13:53. > :13:57.were talking about. They also claim their helpline is fast. We had to
:13:58. > :14:00.keep them on the phone for 80 minutes, a premium rate number. You
:14:01. > :14:04.were told specifically they had to stay on that long. Yeah, otherwise
:14:05. > :14:10.we would be questioned why and possibly find. Time to put Heart
:14:11. > :14:17.Communications to the test. We need an appropriate passer-by. Hello.
:14:18. > :14:22.Excuse me, sir. You wouldn't have a laptop on you, would you? Yeah, I
:14:23. > :14:26.have, actually. This is going to work. It's time for a race, who can
:14:27. > :14:34.solve a simple Facebook problem first? Our research or the guy on
:14:35. > :14:36.the laptop, whoever he is? If someone googles me or whatever, I
:14:37. > :14:44.want that my profile won't come up. someone googles me or whatever, I
:14:45. > :14:55.What was your name again? Rylan. Can you get on Google please, Rylan. I
:14:56. > :14:59.love a bit of Google. My address? Completely irrelevant, to solve the
:15:00. > :15:10.problem or that you do is un-tick a box on Facebook. I am ticking the
:15:11. > :15:17.box, removing VTEC. 63 seconds! 63 seconds. It takes Heart
:15:18. > :15:23.Communications another 12 minutes, asking irrelevant questions, getting
:15:24. > :15:28.another ?24 out of us. Bang out of order, you can't stretch it out like
:15:29. > :15:34.that. I agree with you. We've got a firm which seems to be stringing out
:15:35. > :15:42.its cause as long as possible. I'm going down to my Nan's for a sausage
:15:43. > :15:46.turnover. Shut up! 100%. What a salty potato. I'm thinking of
:15:47. > :16:02.putting a pair of cap results into this call centre. Do one. Sorry? Do
:16:03. > :16:06.one. OK, let's do one, shall we? Our first student undercover is Alice,
:16:07. > :16:11.hired by the call centre manager, Jade Hall. She's worked here four
:16:12. > :16:15.years, so speaks with authority when she tells Alice how to resolve Calla
:16:16. > :16:21.problems. Google it, see what you can find, get them to do it while
:16:22. > :16:27.you on the phone. Just googling, at least they fix peoples problems,
:16:28. > :16:32.don't they? No. This operator is keeping a woman on the line for 40
:16:33. > :16:38.minutes, it'll cost her ?28. He knows he can't solve her problem. He
:16:39. > :16:40.tells her to ask Facebook to change your e-mail address. That is a lie.
:16:41. > :16:56.I didn't fill out a form. I wonder what the staff think of
:16:57. > :16:58.having to do that sort of thing. It costs them about ?2 a minute, I feel
:16:59. > :17:04.so bad. Yeah, why on earth do it, then? Here
:17:05. > :17:23.is Jade to explain. They can't do that, that's not
:17:24. > :17:28.right. Yeah, I think it's not right, I don't really know. What do you
:17:29. > :17:32.mean you think? Find an expert and sort this out. Here's one now. That
:17:33. > :17:40.was easy. Try not to be really quick... From my perspective, clear
:17:41. > :17:42.breach of the code. The company could be fined for that sort of
:17:43. > :17:48.behaviour. Prolonging the call is against the law. Prolonging the war
:17:49. > :17:49.unnecessarily is against the law. And that is what is clearly being
:17:50. > :18:00.stated there. But Jade is following orders from
:18:01. > :18:05.her boss, whose last helpline pulled in ?500,000 a year. The staff are
:18:06. > :18:10.told that there's a target for every call. Short ones get a sad face It
:18:11. > :18:14.looks like the corporate company is set up in order to make as much
:18:15. > :18:21.money out of these people as possible. It is something the boss
:18:22. > :18:26.has been told off about before. In 2012 her previous premium rate
:18:27. > :18:32.helpline was fined ?60,000 for misleading callers. 13 of her
:18:33. > :18:43.companies have been dissolved and none ever filed their accounts. They
:18:44. > :18:48.failed to pay ?85,000 in debts. What am I supposed to be doing? We are
:18:49. > :18:59.going back to the studio. On the bike? No, up in the air. Push this
:19:00. > :19:02.up in the air. Just push it up? Yes. We'll be taking to the skies later
:19:03. > :19:05.to find the bosses of Heart Communications of Welwyn Garden
:19:06. > :19:09.City, because their other scam exploits the unemployed. Also, they
:19:10. > :19:14.can live a fantasy life far away from these shore. Ref justices from
:19:15. > :19:16.reality and some home truths in a bit.
:19:17. > :19:20.Now, if you have a story you'd like us to investigate, get in touch.
:19:21. > :19:22.These guys are waiting to hear from you.
:19:23. > :19:27.or go the website and click where it says 'send us your stories'.
:19:28. > :19:29.And if you want to comment on any of tonight's reports,
:19:30. > :19:35.you can also tweet us or post on our Facebook page.
:19:36. > :19:43.Time for a T and C update. Adrian is attempting to decipher these terms
:19:44. > :19:49.and conditions. It was 100 pages. How are you getting on? Page 11. A
:19:50. > :19:53.good read? No. What are we up to now? . Any applicable law... Keep
:19:54. > :19:55.going, because you've got to get it done by the end of the programme.
:19:56. > :19:57.Sophie. A couple of weeks ago we
:19:58. > :20:01.investigated companies failing to give their customers the new
:20:02. > :20:03.freedoms promised by the Government. Since then, loads of you have been
:20:04. > :20:06.in touch to say that So to try and provide some answers,
:20:07. > :20:16.I'm joined by the Thank you very much for coming in.
:20:17. > :20:22.Thank you. These changes were rushed through weren't they? It was a great
:20:23. > :20:25.headline before the election but in reality the industry wasn't ready
:20:26. > :20:29.for such enormous changes. They are enormous changes but the industry
:20:30. > :20:33.had a year to prepare. Most industries have to adjust when
:20:34. > :20:37.things change. These reforms are absolutely the right thing. It is
:20:38. > :20:40.what we should have lutely the right thing. It is what we should have
:20:41. > :20:42.done a long time ago - trust customers with their own money,
:20:43. > :20:45.trust people to be sensible, if they have done well enough to save for
:20:46. > :20:49.their retirement, they should be allowed to do what they want.
:20:50. > :20:52.Unfortunately, the industry is quite used to telling customers what to
:20:53. > :20:57.do, or the Government tell people what to do. This is a revolution, a
:20:58. > :21:01.whole new aspect to pensions where we are putting people in charge of
:21:02. > :21:03.their own money. So is it the industry's fault then, this
:21:04. > :21:07.confusion, the chaos that our viewers have been talking to us, it
:21:08. > :21:11.is the industry's fault for not getting it right? A lot of the
:21:12. > :21:14.problems do stem from the fact that the pensions industry has very
:21:15. > :21:18.old-fashioned systems, very old-fashioned products, and we are
:21:19. > :21:25.trying to move all that into the 21st century. Now, these things have
:21:26. > :21:35.been built up over tens of years, 40 years, 30 years in this cases. Huge
:21:36. > :21:39.very fast. Some people think you are playing politics with people's
:21:40. > :21:43.pensions rushing them through. We are not playing politics. This is
:21:44. > :21:49.what people should be entitled to. If you save in any other form, the
:21:50. > :21:53.Government doesn't tell you you've got to buy a particular product. It
:21:54. > :21:58.is up to you. Pensions are precious. It is money for you for later life.
:21:59. > :22:06.But there's a big issue about advice. There's guidance which the
:22:07. > :22:10.Government offers for free, which few people take, and advice that
:22:11. > :22:14.costs money. Why don't the Government tell people what
:22:15. > :22:19.costs money. Why don't the with their life savings? You are
:22:20. > :22:21.right. Don't make quick decisions. We've set up the Pensions Wise
:22:22. > :22:25.guidance service, which I would urge We've set up the Pensions Wise
:22:26. > :22:30.anybody who has questions. You are over 50 you can
:22:31. > :22:31.anybody who has questions. You are Wise service and they can help you
:22:32. > :22:37.understand. But Wise service and they can help you
:22:38. > :22:41.purpose. Well, I think that's most unfair. In fact the satisfaction
:22:42. > :22:46.ratings of unfair. In fact the satisfaction
:22:47. > :22:50.wise is over 90%. The problem is not enough people know about it and
:22:51. > :22:54.pension companies haven't been advertising it. The Government is
:22:55. > :22:55.trying to. I think we do need to do more but it is a
:22:56. > :22:59.trying to. I think we do need to do important service. 1.5 million
:23:00. > :23:03.people have used the website. You can have website, phone or face to
:23:04. > :23:05.face. But as you will recognise there's a lot of concern
:23:06. > :23:09.face. But as you will recognise the new pension scheme, and the
:23:10. > :23:12.committee said it could lead to the next mis-selling scandal. There's
:23:13. > :23:15.confusion in the industry, certainly among our viewers. Confusion in
:23:16. > :23:18.Parliament as well. It is a mess. What are you going to do
:23:19. > :23:24.Parliament as well. It is a mess. Pensions they'll are complex and
:23:25. > :23:31.queuesening. What I want people to understand is if you've got money to
:23:32. > :23:34.put in a pension, there isn't a rush. The longer you leave it, the
:23:35. > :23:37.put in a pension, there isn't a better it is. If you take it out, a
:23:38. > :23:41.quarter is tax-free. better it is. If you take it out, a
:23:42. > :23:43.that over a number of years, the amount of tax will be lower. Ros
:23:44. > :23:45.Altmann, thank you. With more than 60 stores across
:23:46. > :23:49.the country, they claim to be But after almost 200 Watchdog
:23:50. > :23:57.viewers complained to us about poor products and poor service,
:23:58. > :24:10.we thought it was time for Chris - You know what I love most about Oak
:24:11. > :24:18.Furniture Land? Free delivery on everything? No. Interest-free
:24:19. > :24:21.credit. No deposit? No. That's Oak Furniture Land, and according to
:24:22. > :24:27.them there are lots of things to love about their solid, real wood
:24:28. > :24:32.furniture. But many of you have been in touch telling us that despite
:24:33. > :24:38.their claims of top quality goods there are many reasons not to love
:24:39. > :24:41.their furniture. Is it when you get mismatched furniture in different
:24:42. > :24:46.colours? That's certainly one of them. Ian Robertson from Hull has
:24:47. > :24:49.invited me around to talk about why he certainly doesn't love Oak
:24:50. > :24:53.Furniture Land. He's had nothing but problems since spending more than
:24:54. > :24:59.?1,000 on his dining set. So this is the table? Yes. It is a nice table.
:25:00. > :25:03.What's wrong with it? Well, it is the wrong colour. It doesn't match
:25:04. > :25:08.the chairs at all. Why is that? It is the third table we've had off
:25:09. > :25:13.them. And that's because Ian's first table arrived with a panel he was
:25:14. > :25:16.ununhappy with, so he returned it. So what happened to the second
:25:17. > :25:20.table? It was lovely, a gorgeous table, but within a few months there
:25:21. > :25:24.was a split from there to there. This time around Oak Furniture Land
:25:25. > :25:28.decided to replace just the table top, which is how Ian has ended up
:25:29. > :25:31.with a dining set with mismatching colours. So what was their solution?
:25:32. > :25:39.They did offer us some dark wax colours. So what was their solution?
:25:40. > :25:44.wax all our other pieces of furniture so they matched the dark
:25:45. > :25:49.top. That's not acceptable. What else have they offered to do? They
:25:50. > :25:54.would refund the table alone but we would be left with 8 chairs. No good
:25:55. > :25:57.to anybody unless you want to eat on your knee. Oak Furniture Land
:25:58. > :26:01.refused to give him a full refund for the whole set. So being stuck
:26:02. > :26:04.with mismatched furniture is one very good reason not to love Oak
:26:05. > :26:11.Furniture Land. Can you think of another one? Is it the free knocks
:26:12. > :26:20.and dents with your new furniture? And? Being charged hundreds to
:26:21. > :26:25.return it? Very good. When Ray Briggs moved into his new home in
:26:26. > :26:28.Corby he spent more than ?3,000 at Oak Furniture Land and for that top
:26:29. > :26:38.price he was expecting top quality, which isn't quite what he got. I
:26:39. > :26:44.ordered 11 items from Oak Furniture Land. Four were damaged, three
:26:45. > :26:47.severely. The items were riddled with cracks, dents and broken
:26:48. > :26:51.panels, and a broken joint on the TV unit suggested that the furniture
:26:52. > :26:56.may have been crushed or dropped. When you order something that's
:26:57. > :27:01.supposed to be solid you expect solid, not cracked, split, damaged,
:27:02. > :27:05.broken. Oak Furniture Land told Ray three of the items were beyond
:27:06. > :27:09.repair and would need to be replaced. But they claimed they
:27:10. > :27:16.could repair the TV unit to what they called showroom standard.
:27:17. > :27:21.Standard. You restore antiques, you don't restore brand-new items of
:27:22. > :27:25.furniture. The TV unit has been dropped, so the integrity of it is
:27:26. > :27:30.weakened, so I said no to restoration. When Ray insisted they
:27:31. > :27:34.took back TV unit Oak Furniture Land told him he would have to return all
:27:35. > :27:38.of the furniture, even the pieces that weren't even damaged, and then
:27:39. > :27:48.buy it all over again. Ray was then told he would have to pay for it to
:27:49. > :27:52.be collected. So, if Ray did return his order, Oak Furniture Land would
:27:53. > :27:55.charge him up to ?350, and we've heard from other customers who've
:27:56. > :28:02.had to pay hundreds of pounds to send items back. When the sofa that
:28:03. > :28:07.Philip Garner ordered was too big to fit through the door of his home,
:28:08. > :28:10.Oak Furniture Land told him white cost ?300 to take it away. Do you
:28:11. > :28:18.know what I love most about Oak Furniture Land? Their huge choice of
:28:19. > :28:24.furniture? No. Their exclusive designs? Nope. It's their total
:28:25. > :28:31.dedication to having a go at restoring their very own damaged
:28:32. > :28:34.furniture. Yes, Oak Furniture Land seems incredibly reluctant to
:28:35. > :28:39.replace their furniture when it's damaged. Instead preferring to send
:28:40. > :28:44.their own repairers out. But do they know what they are actually doing?
:28:45. > :28:50.Dodgy repairs are something that this Oak Furniture Land customer
:28:51. > :28:55.from Northampton knows all about. We bought a full dining set which cost
:28:56. > :29:00.?2,500, a large amount of money, so we wanted to be sure we would get
:29:01. > :29:03.the furniture we wanted. After unpacking we noticed the knocks and
:29:04. > :29:07.scratches. The most shocking thing was the amount of problems on each
:29:08. > :29:11.piece. It wasn't just one chair. It was everything. More than three
:29:12. > :29:15.weeks later someone was finally sent to have a go at fixing all the
:29:16. > :29:21.damaged furniture. What Kirsty thought would take a few hours
:29:22. > :29:32.stretched into two days. My house ended up looking like a workshop.
:29:33. > :29:36.After two days it was restored to what Oak Furniture Land call
:29:37. > :29:42.showroom standard. And the rest of her furniture was sent away to be
:29:43. > :29:49.fixed. What are you doing, Sam? Keep going, there's plenty of work to be
:29:50. > :29:53.done! Even after repair the chairs still aren't showroom standard. They
:29:54. > :29:57.filed these back, they've added fill into the joints at the top, and at
:29:58. > :30:02.the bottom. And what about the furniture that was taken away to be
:30:03. > :30:06.fixed? Five months on and Oak Furniture Land still has half of
:30:07. > :30:12.Kirsty's chairs. I currently have only three of the six chairs, so we
:30:13. > :30:17.can have dinner as long as there's six of us. Like Kirsty Steven
:30:18. > :30:21.Harland from Southampton has also found Oak Furniture Land's showroom
:30:22. > :30:25.standard repairs as sub-standard. He was left with a table that's still
:30:26. > :30:34.dented and a sideboard that's ended up looking worse because the
:30:35. > :30:37.repairer spilt dye on it. Damaged furniture, dodgy repair jobs,
:30:38. > :30:40.furniture no better than the one you started with, the complaints against
:30:41. > :30:44.Oak Furniture Land seems endless. The one thing we stand for at Oak
:30:45. > :30:49.Furniture Land is quality. My advice for anyone watching any of the Oak
:30:50. > :30:50.Furniture Land adverts is to think about it really carefully, because
:30:51. > :30:53.it's just not worth the hassle. Paul Burgham from Oak Furniture Land
:30:54. > :31:03.joins me now. A quick update. Ian, Ray and Kirsty
:31:04. > :31:08.are getting replacements and refunds and the rest have had apologies.
:31:09. > :31:13.Yes. Why did it take us getting involved to get that results? Good
:31:14. > :31:16.evening, Chris, thank you for having me on the show. It is important to
:31:17. > :31:20.say we never intend to disappoint any of our customers. Clearly on
:31:21. > :31:25.some of these examples we've done that, and for that we unreservedly
:31:26. > :31:30.apologise. It is not our intention to do so. Let's talk about your
:31:31. > :31:34.policies then. Is it the policy to repair rather than take back or to
:31:35. > :31:39.allow customers to return damaged furniture? No, it is not a stated
:31:40. > :31:43.policy. What we try and do is try and get the best resolution to any
:31:44. > :31:48.problem that a customer has. Sometimes that may mean a
:31:49. > :31:52.restoration, because that will be a satisfactory resolution. In the case
:31:53. > :31:58.where a restoration won't suffice, we are happy to replace, or refund
:31:59. > :32:01.if we can't do that. I can't quite understand, you are a successful
:32:02. > :32:05.businessman, I can't imagine you take second best for anything. You
:32:06. > :32:08.spend two grand on a dining room table and chairs and they turn up
:32:09. > :32:12.with scratches and dents, are you happy like Kirsty to have two people
:32:13. > :32:18.in your house for two days repairing it? You would want a new one,
:32:19. > :32:22.surely? What I would say? Kirsty's case, Chris, we got that one wrong.
:32:23. > :32:27.Clearly it took us too long to rectify that. The decisions to
:32:28. > :32:32.restore were the wrong decisions. We should have just replaced those and
:32:33. > :32:35.that's what we will do for Kirsty. We've contacted Kirsty and offered
:32:36. > :32:40.that opportunity. We've had lots of complaints. 200 people have got in
:32:41. > :32:46.touch with us. Right. Is this a regular thing that you have damaged
:32:47. > :32:51.furniture? Those 200 complaints you've received, over the 14 months
:32:52. > :32:56.period you stated in essence that's roughly one in 10,000 of our
:32:57. > :33:01.customers. But we believe just one customer with a complaint is one too
:33:02. > :33:09.many. In that period of time, we've delivered 2 million items of
:33:10. > :33:14.furniture to over 350,000 customers. But we can get better, we promise to
:33:15. > :33:18.get better, and we will speak to your customers to discuss anything
:33:19. > :33:19.they think we haven't done satisfactorily for them. Paul, thank
:33:20. > :33:23.you. Thank you very much. We've seen them string customers
:33:24. > :33:28.along on their helpline to get as much money as possible
:33:29. > :33:30.while they look for answers in pretty much the same places
:33:31. > :33:33.as the rest of us - Google. Heart run another business,
:33:34. > :33:37.targeting people who are looking And like a naughty dog at afternoon
:33:38. > :33:50.tea, this one takes the biscuit. It's time for undercover stooge
:33:51. > :33:55.Arthur to join Heart Communications's scripted reality.
:33:56. > :34:01.He is well ream, or call centre manager Jane thinks so, as he hires
:34:02. > :34:12.him on the spot, and tells him about their other scam, which is proper
:34:13. > :34:16.bad. The website describes it as a Jeb win work from home opportunity,
:34:17. > :34:20.all job seekers have to do is request a pack, get started and
:34:21. > :34:26.start earning pound, pound, pound. The catch is that to apply you must
:34:27. > :34:28.call another premium rate phone number, which costs ?2 a minute.
:34:29. > :34:55.Jade's on a call now, the con is on. That sound like they are putting
:34:56. > :35:03.together a CV. Yes, Aylan, and it is taking a while. T
:35:04. > :35:05.together a CV. Yes, Aylan, and it is taking a while. -- Rylan. I bet you
:35:06. > :35:09.I can hold my breath from as long as this call takes. Don't be stupid,
:35:10. > :35:25.Matt. Why on earth is it taking so long?
:35:26. > :35:29.It couldn't be because they are trying to keep desperate job seekers
:35:30. > :35:36.on the line for as long as possible? Could that be the answer? Well,
:35:37. > :35:51.Rylan, Jade's about to give you a left hump to go with it.
:35:52. > :35:55.Rylan, Jade's about to give you a are for notices each
:35:56. > :35:59.Rylan, Jade's about to give you a centre gets around 80 work smart
:36:00. > :36:12.calls averaging ten minutes each bringing in around ?1600 every day.
:36:13. > :36:18.Asking for their qualifications and job history would be OK if it was
:36:19. > :36:24.for an actual comment genuine job. So, is it? Researcher debts Paul's
:36:25. > :36:25.work smart and is asked how to phonetically spell her name.
:36:26. > :36:32.work smart and is asked how to spending ?25 on the call,
:36:33. > :36:33.work smart and is asked how to containing tips on how to work from
:36:34. > :36:45.home. Things like, when containing tips on how to work from
:36:46. > :36:50.there's no evidence her details have even been passed to a single
:36:51. > :36:55.employer. She calls Jade to complain. Somebody went through all
:36:56. > :37:00.my work history and qualifications, I wonder if you sense that out to
:37:01. > :37:09.any companies yet. We don't send it out, you would have to sourced the
:37:10. > :37:15.work yourself. There's not a job? Various no job. Breaking the law,
:37:16. > :37:20.charging people for what they think is a job when the job doesn't exist.
:37:21. > :37:23.In April Naomi was living in a homeless shelter, she'd been
:37:24. > :37:28.unemployed two years and spent eight hours a day looking for jobs. I
:37:29. > :37:32.would apply for about 40 in the morning, then a few more in the
:37:33. > :37:38.afternoon. That say, a couple of hundred a week. Heart don't rely on
:37:39. > :37:43.job-seekers calling the premium rate phone lines only, sometimes they
:37:44. > :37:49.called call instead and ask for a one-off payment. They asked Naomi
:37:50. > :37:54.for ?29 50. They just told me about this job, they mentioned ?15 an
:37:55. > :38:00.hour. A light went off in my head and said, you've got a chance to
:38:01. > :38:03.escape, take it. But Naomi got a starter pack instead. Useless
:38:04. > :38:07.information she could easily have found online herself. When she
:38:08. > :38:13.complained, Heart Communications said everything she needed to get
:38:14. > :38:18.work was in the pack. I remember feeling panicked that I'd been taken
:38:19. > :38:25.for a scam. I needed that money for rent, I needed that money for food.
:38:26. > :38:29.So, where did Naomi's rent money go? To the boss, Labrecque Allard. Where
:38:30. > :38:38.does she live? You scripted reality couple. I'm so excited to go to
:38:39. > :38:45.Marbs, the music, the beach, getting tanned. Yes, Lara Canard and her
:38:46. > :38:48.husband Bradley lived in the Spanish resort of mark they accommodate
:38:49. > :38:51.crypt of their reality so skilfully they don't have two share it with
:38:52. > :38:56.the rest of us here on planet drizzle. -- scripted reality.
:38:57. > :38:59.Time is a wasting, particularly if you're on the phone
:39:00. > :39:01.to either of Heart Communication's dodge-ilified phone lines.
:39:02. > :39:03.Not to mention the fact that they're raising
:39:04. > :39:06.people's hopes of employment and then dashing them down in the sand.
:39:07. > :39:08.Talking of which, if you're wondering how on earth we're going
:39:09. > :39:11.to end this story, the answer is simple - The Only Way is Marbs!
:39:12. > :39:19.Somewhere I'm sure travel journalist Simon Calder has been many times. A
:39:20. > :39:24.lovely place. When you were here a couple of weeks ago we talked about
:39:25. > :39:28.the effects of the terror attack in Sharm El-Sheikh. Sadly since then
:39:29. > :39:32.event in Paris have taken focus. The situation has changed again. The
:39:33. > :39:37.French government is now recommend school trip to France should not
:39:38. > :39:43.take place. What's the latest on that? The latest development... Bear
:39:44. > :39:46.in mind the Foreign Office, since terrible events started to unfold
:39:47. > :39:51.six days ago, they changed their official advice of an times. The
:39:52. > :39:55.latest is, yes, if you are on a school trip, planning one between
:39:56. > :39:58.now and Sunday, the Foreign Office will commence you follow the
:39:59. > :40:05.Ministry of education in France advice, not to go. Slightly odd. In
:40:06. > :40:10.the aftermath of those terrible attacks, quite a lot happened quite
:40:11. > :40:13.quickly in France, they declared a state of emergency, they banned
:40:14. > :40:17.drones and said school trips until next Sunday could not go ahead.
:40:18. > :40:24.Parents will wonder, where do they stand? If your school has cancelled
:40:25. > :40:26.a two, because the Foreign Office is recommending they don't go ahead,
:40:27. > :40:31.you should be able to claim it back from the travel insurer. It used to
:40:32. > :40:34.feel like we could check the Foreign Office website once per year to find
:40:35. > :40:40.out what the status is, now it feels we should check it almost every day.
:40:41. > :40:43.Absolutely, today the advice changed for Sweden because yesterday Sweden,
:40:44. > :40:47.for the first time, raised its threat level for terrorism too high,
:40:48. > :40:52.they are putting extra people in place at various transport
:40:53. > :40:56.terminals. Yes, you can very easily, by searching online, Foreign
:40:57. > :41:02.Office and the name of the country, identify what the threat level is.
:41:03. > :41:05.It ranges from high, which is affecting France and many other
:41:06. > :41:13.destinations, including Turkey and Spain... And it goes all the way
:41:14. > :41:18.down to low. Is it a more dangerous place to travel, the world, that it
:41:19. > :41:21.used to be? I've been crunching the numbers all week because lots of
:41:22. > :41:26.people have been asking me that. It's the safest it has ever been.
:41:27. > :41:29.Look at the number of British people lucky enough to travel and the
:41:30. > :41:33.number who have sadly come to grief, there has never been a better time.
:41:34. > :41:37.I'm never going to let myself be intimidated, stop myself or my
:41:38. > :41:42.family travelling by a bunch of idiots with hatred in their hearts.
:41:43. > :41:50.Thank you, Simon, a message from someone who has been everywhere. A
:41:51. > :41:54.number of you got in touch to say the company were giving out
:41:55. > :41:59.confusing information as well as charging to rebook trips leaving
:42:00. > :42:03.before this Sunday. The Nash family, who had been due to go to Disneyland
:42:04. > :42:09.on Monday, they were told it would cost ?480 to change their date. So
:42:10. > :42:14.they abandoned their trip. We taken it up with Eurostar, who have
:42:15. > :42:18.revised their exchange policy as a result and apologised for the
:42:19. > :42:22.confusion. Anybody booked to travel between Saturday 14th and Sunday
:42:23. > :42:27.22nd of November can now rebook their tickets free of charge. Anyone
:42:28. > :42:32.who has already paid extra to change date will get their money back. Good
:42:33. > :42:35.news for those who missed their trips to Disneyland, which was
:42:36. > :42:39.closed until Tuesday. You are entitled to a full refund for your
:42:40. > :42:45.Eurostar tickets. To be clear, if it is Disneyland until Tuesday, just
:42:46. > :42:50.gone, you get a refund. Eurostar until this Sunday, you can rebook
:42:51. > :42:53.for free. Time for a Watchdog wedding!
:42:54. > :43:03.But this involves one of our researchers and a giant mobile
:43:04. > :43:08.phone. It sounds odd, but it's all for a good cause. It's to do with
:43:09. > :43:11.terms and conditions, documents we know we are supposed to be but
:43:12. > :43:16.hardly ever do. It can leave you with a funerary surprises.
:43:17. > :43:22.Terms and conditions, a legally binding agreement between two
:43:23. > :43:26.parties. They require commitment and careful consideration, since you can
:43:27. > :43:33.be confident you made the right choice. Sound familiar? You could
:43:34. > :43:37.see them like a marriage, except the wedding vows on to the love of your
:43:38. > :43:48.life, but usually to a big company or product. I, honest customer... I,
:43:49. > :43:52.honest customer. Do solemnly swear. To accept extra charges if I go over
:43:53. > :43:57.my data allowance. To accept extra charges if I go over my data
:43:58. > :44:01.allowance. As we know, terms and conditions can be really, really
:44:02. > :44:06.long, for example these T's C's from insurance company vitality life
:44:07. > :44:15.are twice as long as Shakespeare's Hamlet. The waiver of income
:44:16. > :44:19.protection premium... In other words it would take a staggering three
:44:20. > :44:24.hours and 40 minutes and 19 seconds to get through. And companies
:44:25. > :44:30.sometimes go to great lengths to make sure all bases are covered.
:44:31. > :44:35.ITunes say that any purchases made from their stores shouldn't be used
:44:36. > :44:40.in" the development, design, manufacture or production of
:44:41. > :44:47.nuclear, missile is or chemical or biological weapons". The former
:44:48. > :44:51.computer game giant game station had sinister terms. It said, you agree
:44:52. > :44:59.to grant us a nontransferable option to claim for now and ever you're
:45:00. > :45:04.immortal soul. Don't worry, that was the company's idea, believe it or
:45:05. > :45:09.not, of an April fool joke. Because most of us don't reach the T's
:45:10. > :45:12.C's, a reported seven and a half thousand people even signed without
:45:13. > :45:19.noticing. We're hardly immune either, the general T's C's we use
:45:20. > :45:25.on BBC online services are 4288 words long. Even if you do read
:45:26. > :45:29.through all of the small print, does it make sense? I invited Mike, Emma
:45:30. > :45:43.and do meet to our important and is buried in the small
:45:44. > :45:48.print. In front of you, some very long terms and conditions from
:45:49. > :45:54.Admiral travel insurance. The question is simple, you lose your
:45:55. > :46:07.?500 smartphone, how much will you get back with a standard policy?
:46:08. > :46:14.Are you saying you have an answer? If you think you have an answer,
:46:15. > :46:22.ring the bell. I think I've uncovered it. It's ?100. That's the
:46:23. > :46:28.maximum. What is your view? Unless you know or you are guided us to the
:46:29. > :46:32.section, you wouldn't know where to start. Terms and conditions that
:46:33. > :46:37.seem to have nothing to do with the product you are buying. What product
:46:38. > :46:45.do you think this relates to? Any legal liability directly or
:46:46. > :46:51.indirectly caused by or contributed to by or arising from ionising
:46:52. > :47:00.radiation or contamination from radioactivity from any irradiated
:47:01. > :47:04.nuclear fuel. Have a go at that one. It's possibly a mobile phone, I
:47:05. > :47:14.would say. The actual answer, believe it or not, is in sleep's car
:47:15. > :47:23.insurance. No way! Wording you need a law degree to understand --
:47:24. > :47:29.Endsleigh. What does this mean? We will not pay for the following...
:47:30. > :47:36.Liability, arising from a contract or agreement, unless the liability
:47:37. > :47:44.would have existed without that contract or agreement. Honestly, I
:47:45. > :47:49.find that so convoluted and confusing, it's just meaningless.
:47:50. > :47:55.The answer is, the insurance company won't pay for any agreements made
:47:56. > :47:59.outside of the insurance policy. For example if any of our three
:48:00. > :48:03.contestants Walls blew down and they made an agreement with the neighbour
:48:04. > :48:10.to rebuild with a stronger material, sheilas wheels can refuse to pay the
:48:11. > :48:13.extra cost. It seems for years we've had no choice but to sign on the
:48:14. > :48:22.dotted line and agree, no matter how confusing. Well, there is finally
:48:23. > :48:26.some good news. Last month new consumer laws came into play and one
:48:27. > :48:31.of the big new rules gives you more power when it comes to the small
:48:32. > :48:34.print. For example, burying important information, such as extra
:48:35. > :48:38.charges, right at the end of terms and conditions is now something that
:48:39. > :48:42.a consumer can challenge even if they've already signed the
:48:43. > :48:46.agreement. Jargon, being bombarded with over complicated language is
:48:47. > :48:52.also a no-go. It sounds like a good deal, but how do you use your new
:48:53. > :49:00.rights? Time to bring in the final wedding guest, James Daly, from
:49:01. > :49:04.Sarah finance. -- fairer. How important are these changes? Really,
:49:05. > :49:07.they give consumers more rights when it comes to sneaky bits of small
:49:08. > :49:15.printed in a way in the bottom of the contract. If it's not prominent
:49:16. > :49:19.consumers can challenge it. If not in the ombudsman, but in court.
:49:20. > :49:23.Hopefully it'll mean contracts and small print get clearer going
:49:24. > :49:26.forward. If you are watching this show tonight and think, I've entered
:49:27. > :49:31.into an agreement, found something that isn't fair, don't be scared to
:49:32. > :49:35.challenge it, it's not as hard as you think and because calls aren't
:49:36. > :49:40.as expensive as you think. We all enter into these contracts helping
:49:41. > :49:42.tweet hoping for a better union. It's always good to know if there is
:49:43. > :49:55.a way out if you need it. This is the jilted mobile phone. You
:49:56. > :50:00.are still with us, still reading, whereas you up to? Age 36. Has it
:50:01. > :50:05.been as entertaining as you thought? It's been riveting. You've got a
:50:06. > :50:07.long way to go before the end of the programme.
:50:08. > :50:10.The sun is coming down on Heart Communications of Welwyn Garden City
:50:11. > :50:15.- not to be confused with companies of the same or similar name.
:50:16. > :50:18.Please God don't do that, for all of our sakes.
:50:19. > :50:21.But if we're going to enjoy a drink on the verandah wearing nothing more
:50:22. > :50:25.And clothes, obviously, then we need to get ourselves to
:50:26. > :50:44.My layout. Yes, the cost at... Lot for a phone call. We're here to find
:50:45. > :50:51.the boss, Lara K.. We've tracked her down to this 5-star
:50:52. > :50:55.luxury apartment block with tropical landscaped gardens and a choice of
:50:56. > :51:01.swimming pools. Business must be booming. -- Marbella. If you are
:51:02. > :51:04.looking for work, like Naomi, for instance, and thinking to yourself,
:51:05. > :51:10.you know, I wonder where this money is going, that I'm using to pay for
:51:11. > :51:18.the advice that I'm being given over the telephone. Well, that's it,
:51:19. > :51:22.really, that is where your money is going, to make sure Lara K. can
:51:23. > :51:32.carry on living in this highly secure shiny marble palace. ?2 per
:51:33. > :51:34.minute. Catching up with Lara K. is proving to be a problem
:51:35. > :51:40.because where she lives is a fortress with high gates, the CTV
:51:41. > :51:44.cameras and 24-hour security guards. We're pretty sure we've been
:51:45. > :51:49.spotted. The surveillance team that were watching her have had the
:51:50. > :51:52.police called on them, so they've had to show passports, that sort of
:51:53. > :51:58.thing, to the police, you've clearly been called by somebody.
:51:59. > :52:01.Surveillance shows that Lara K. is either in her version of what
:52:02. > :52:06.knocks or travelling in her four x four Porsche. We have to hope her
:52:07. > :52:10.weekly exercise class on the beach takes place. But she might skip the
:52:11. > :52:16.gym lesson. If she skipped it, I don't think I'll bother, to be
:52:17. > :52:24.honest. Don't really see the point. Don't look at the timber. Lara is a
:52:25. > :52:29.no-show in Marbella. Back in Hertfordshire time to catch up with
:52:30. > :52:35.the call centre manager, an old hand, she's worked at Heart four
:52:36. > :52:37.years and train staff into squeezing money out of the unemployed and
:52:38. > :52:50.technophobes, many of them elderly. She is or heart. Time to lure her
:52:51. > :53:22.away from these phones. Jade, Matt alright, BBC Rogue
:53:23. > :53:28.Traders. How you doing there? So the business you are a big part of here
:53:29. > :53:34.there's no reason for it to exist at all is there, because what you're
:53:35. > :53:41.doing is... Leave me alone, please, it's not my company, so... No, but
:53:42. > :53:45.you are Lara K.. You are training people to cold cal, to
:53:46. > :53:50.offer people jobs that don't exist and getting them to call a premium
:53:51. > :53:54.rate line, to spend as long as possible on that line so they rack
:53:55. > :53:58.up bills that they can't afford, because they haven't got jobs. The
:53:59. > :54:02.people that work for you know it's a scam, you know it's a scam, don't
:54:03. > :54:07.you? You know that what you're doing is actually not required at all, and
:54:08. > :54:12.that you're subsidising a lifestyle. You are not coming in here. Why not?
:54:13. > :54:17.Because they are going to call the police. For what, why? You are
:54:18. > :54:22.breaking and entering. I'm not breaking and entering. Jade, what we
:54:23. > :54:26.are talking about is an industry that's not required. You are making
:54:27. > :54:31.money from people who can't afford it and all you are doing is
:54:32. > :54:36.subsidising the lifestyle of two people in Marbella so they can go to
:54:37. > :54:41.the beach and drive around in a Porsche. She's happy to natter for
:54:42. > :54:48.hours on a premium rate phone line but when I turn up I can't get ?2 of
:54:49. > :54:54.chat out of her. But we have other ways of communicating. People of
:54:55. > :55:02.Heart Communications Are you there? Give us a wave. This screen explains
:55:03. > :55:08.everything. Alright, take it away. Hi! Welcome to don't you wish you
:55:09. > :55:12.were here, from sunny Marbella in Spain, playground of the rich and
:55:13. > :55:17.famous, where well-heeled bronzed Brits like to be and be seen. What
:55:18. > :55:23.you probably don't know is that it is also home to Lara K., the
:55:24. > :55:27.sole named director of Heart Communications, your boss, and this
:55:28. > :55:31.is where she lives... We must be clear that Heart share this is build
:55:32. > :55:35.ing with other businesses. Hopefully its call centre staff are getting
:55:36. > :55:42.the message. And this is what she drives to the beach, a flipping big
:55:43. > :55:46.white Porsche. Maybe you are wording where all the money came from?
:55:47. > :55:51.That's right, from you guys, when you are dishonestly keeping people
:55:52. > :55:55.hanging on the telephone. Happy holidays. OK, I think you've got to
:55:56. > :55:59.message now, so we are going to go. Bye. Yeah, and if that looks
:56:00. > :56:03.attractive to you and you are thinking to yourself, I would quite
:56:04. > :56:06.like a piece of that, what I would say is this. The only way is not
:56:07. > :56:15.Just to be clear once more, there marshes. Other ways are available.
:56:16. > :56:17.Just to be clear once more, there are other legitimate businesses
:56:18. > :56:18.working out of that building in Welwyn Garden City. We are not
:56:19. > :56:22.interested in any of them. Welwyn Garden City. We are not
:56:23. > :56:26.Heart Communications. Also once again there are other businesses
:56:27. > :56:31.called Heart. Please don't mistake any of them for this lot. They've
:56:32. > :56:35.been in touch. They say they handle thousands of calls for hundreds of
:56:36. > :56:42.clients and premium rate is just a small part of what they do. They
:56:43. > :56:52.claim to take regulatory regulations seriously and refute that they keep
:56:53. > :56:55.people on the line, and they have positive feed-back for this service.
:56:56. > :57:00.They say the details are on their website. They may also want to
:57:01. > :57:04.contact us. There's their response, but we we have seen with our own
:57:05. > :57:09.eyes means that while but we we have seen with our own
:57:10. > :57:15.is in Marbella, she is also in the Rogue Traders. We've had an e-mail
:57:16. > :57:21.about another drone which crashed. We'll follow that up.
:57:22. > :57:22.about another drone which crashed. 50 complaints about Oak Furniture
:57:23. > :57:30.Land tonight. We'll pass 50 complaints about Oak Furniture
:57:31. > :57:40.tip-offs. Go to our website. You can write to us as well.
:57:41. > :57:47.Vodafone - hitting customers travelling abroad with huge charges,
:57:48. > :57:51.And after our Rogue Traders investigation into a puppy farm,
:57:52. > :57:56.where we found this little guy in a terrible state, Watchdog is
:57:57. > :58:00.calling for tighter regulations to help end this cruel trade for good.
:58:01. > :58:03.Gizmo is feeling a lot better and being well looked after
:58:04. > :58:15.Adrian is still reading his T He at the earlier time of 7.30pm.
:58:16. > :58:19.Adrian is still reading his T He can't leave the studio until he's
:58:20. > :58:23.finished. From all of us, but not him, goodbye!
:58:24. > :58:26.and consume food is changing faster than ever.
:58:27. > :58:30.A seemingly sci-fi future is actually a reality.
:58:31. > :58:34.I'll be joined by a team of experts and we'll scour the globe