Episode 6 Watchdog

They're set to be one of this Christmas's big sellers, but drones

are posing a serious threat to air traffic and people on the ground.

I take to the skies with the pilot to almost collided

I take to the skies with the pilot mid-flight. Is it time for anyone

using a drone in the UK to be registered?

We're live for the next hour, fighting for your rights.

Tonight, in the light of last week's terror attack in Paris, Simon Calder

As confusion and chaos continues over your

pension options, Minister Ros Altmann is here to provide some

We reveal how new laws could protect you from unfair terms and

conditions. This is a 100 page agreement for an online account. 100

pages! One of our team, Adrian, will try to read it by the end of the

programme. Start now, Adrian, if you can't read it in an hour, frankly,

what's the point? Also tonight, Oak Furniture land

and a catalogue of complaints Ian Robertson wanted a table

and chairs that match. Ray Briggs wanted

a TV unit that wasn't cracked. And after ordering a full set,

Kirsty Whiting wanted more than three usable chairs

for her family to sit on. Did any

of them get what they wanted? And we're entering the job market as

I confront a rogue ripping people You are training people to cold call

people who haven't got jobs to offer them jobs which don't exist and then

get them to call a premium rate line to spend as long as possible on that

line, so they racked up bills that they can't afford because they

haven't got jobs. That pretty much explains it! It does.

Whether it's the police, enthusiastic photographers or

companies planning to use them for deliveries, these flying machines

In the last year alone, one high street retailler has told

us they've sold 17,000 of these devices, but when things go wrong,

They come in various sizes, this is a particularly big, powerful one.

You've been telling us that they can go wrong. Even when they don't, they

can still be extremely dangerous. When it comes to getting a birds eye

view of the world there is no doubt that drones are brilliant

inventions. Drones with built in cameras start at just ?20, meaning

they are accessible to anyone. And they are everywhere now, TV crews

like us are using them to get that perfect aerial shot. They are also

great fun to play with, more and more people are buying them to use

at home, on holiday, in the local park. With drones reaching heights

of around 400 feet, they are not so much fun if things go wrong. We were

contacted by the owner of this drone, who sent his footage after it

malfunctioned and crashed into Betty Luker's garden in Kent, feet away

from the Eurostar train line. I was hanging washing on this line

and it came across here, this noise, What was it? How big was it? About

like that, I think. Making a hell of noise. I thought, what on is it?

Sorry, I'm still shaking. You've had a really lucky escape,

haven't you? Yes, it could have been really

nasty if it hit my head, yes. Which is exactly why the Civil

Aviation Authority has strict rules in place to make sure people fly

their drones safely and responsibly. If you use them

professionally, you need a full licence. But for amateur drone users

varies the -- fares drone code. You must never fly higher than 400 feet

and keep the drone away from aircraft and air field unless you

have their permission, like we did, for filming. Drones fitted with

cameras mustn't be flown over congested areas or within 50 metres

of vehicles, buildings or people without getting their explicit

consent, like I gave to our professional operator. The rules

themselves are crystal clear but figures from police forces across

the UK show that in the past year alone they've received more than 450

calls about drones from members of the public. In fact, one force has

reported eight more than 20 fold increase in is last year. Are these

drone users deliberately breaking the rules or do they simply not know

about them? Stefan and Hannah from Stockwell certainly didn't and it

took getting into trouble with the police at the Natural History Museum

before they realised there are actually rules on where they can fly

their drone. He's getting told off for using his flying camera. I don't

think I was allowed to get that shop. I was interviewed by police

for about six hours altogether, I've never heard of anybody getting in

legal trouble with it. I was under the impression that as long as you

were sensible and as long as you knew what you were doing, almost, it

would be OK. Stefan was let off by the police and read up on the CAA

drone flying rules. If I hadn't got in trouble, I would never have

learned about the rules and I'd probably still be out there flying

it now. It's not just flying drones in populated areas that is causing

concern. People flying drones near aircraft is a growing problem. Air

safety figures show there been around 20 reports since last year

from pilots you've experienced drones in dangerously close to their

planes or helicopters. A terrifying prospect and, luckily, all near

misses so far. One of those pilot is this gyrocopter instructor, Kai, it

happened to him not once, but twice. The first time you saw a drone, what

happened? When I was on a training flight with

a student, it certainly appeared in So I took the controls

from my student and took avoiding If we hadn't avoided, we certainly

would have had an impact. The second time? 1500 feet, didn't see anything

until it came across here. What would have happened if that hit you?

We were doing a similar speed, 85-90 mph, it would have gone through the

screen. You are an experienced pilot

but you must have been very shaken. Afterwards, when you actually think

about what could have happened, So what can be done to tackle unsafe

drone use? In Ireland and America,

plans are already in place to roll out a compulsory registration

scheme for anyone who owns a drone. It'll mean users can be fully

educated on the latest rules and Safety information. If the UK

Government were to follow suit, responsible drone users could be

tracked down far more easily. Which could help in cases like this. Last

month a police horse from the West Yorkshire mounted branch was spooked

while out in the paddock. With tragic consequences. He ran into a

post and, sadly, died of his injuries. Officers later discovered

a drone nearby and suspect this was the cause. Without a drone

registration scheme in place, it's almost impossible to track down the

owner. Had there been a registration scheme that the owner had complied

with, and there were identifying marks on the drone, it would have

helped us and we could have identified the owner and made the

appropriate inquiry. Alan McKenna has contributed to government

studies on drones and is in favour for compulsory registration.

A registration scheme would require those purchasing drones to identify

themselves in terms of names and addresses, it would provide

the regulatory authorities with that vital information they

In the meantime, Kai is calling on all drone users to remind themselves

of the rules before there was a real accident. I think educating people

better would be extremely helpful because I'm quite sure there was

only a very, very small minority that try to push the boundaries to

the point where it will end up with an impact, or it will end up hurting

somebody. If any of you have had a near miss,

any problems with drones, do get in touch. You can find more information

about how to use drones safely on our website.

Schools have been told to put trips to France on hold until after this

weekend, Simon Calder will explain how the global terror threat might

affect all of our travel plans. Telling truth from fantasy when

watching television can be eight challenge these days. The drama is

so realistic yet the reality is so dramatic. It turns out they've is no

place called Walford in the East End of London, so there I was for the

last 30 years thinking I was watching a documentary. But that's

fine, it's only entertainment. If, however, like tonight's rogues, your

business offers desperate people jobs, you need to make sure you are

not part of an elaborate and destructive soap opera. Otherwise

your heart is in the wrong place. With trains out of action, the hard

work has been getting to work. Real reality can be rubbish, so many

people prefer to watch TV shows, like this, instead. Eight look

real, following real people's real lives, but they are not real.

Because, in fact, the scenes are scripted. It's called scripted

reality and there is a lot of snogging. All right, babe? I thought

you wasn't going to be here. I thought that, too. I like that

shirt. Keeps my top half nice and warm, know what I mean? Did you snog

Karen? You what? Never mind, whatever.

You see, it's a highly glamorous world where people seem to go places

and then chat, using all the latest urban slang. Everything looks

amazing, nobody seems to do any work of any real value. Yet we get to

eavesdrop on some staggering conversations that will make your

drawers drop. Is chicken and vegetable?

It's not unlike life at Heart Communications run by Laura Canard,

the director. Its call centre is based in this shiny shared office in

Welwyn Garden City, but like scripted reality shows, things

aren't quite what they seem. We know that Heart Communications has three

telephone services. One of that Heart Communications has three

callers to pounds per minute, let's say you forgotten how to change the

password on your social media account. Type the problem into a

search engine and pops the helpline number, manned by people it calls

So what was your background, have told us it isn't the reality.

So what was your background, expertise in that area? We had no

training, no training whatsoever. How did you answer that question? We

had to type their problem into Google and read from Google

troubleshooting. It seems Heart Communications charges ?2 per minute

to look stuff up on Google. They admit this in the small print. But

for Gemma it was a con. How did you feel doing that? Immoral,

incompetent, we didn't know feel doing that? Immoral,

were talking about. They also claim their helpline is fast. We had to

keep them on the phone for 80 minutes, a premium rate number. You

were told specifically they had to stay on that long. Yeah, otherwise

we would be questioned why and possibly find. Time to put Heart

Communications to the test. We need an appropriate passer-by. Hello.

Excuse me, sir. You wouldn't have a laptop on you, would you? Yeah, I

have, actually. This is going to work. It's time for a race, who can

solve a simple Facebook problem first? Our research or the guy on

the laptop, whoever he is? If someone googles me or whatever, I

want that my profile won't come up. someone googles me or whatever, I

What was your name again? Rylan. Can you get on Google please, Rylan. I

love a bit of Google. My address? Completely irrelevant, to solve the

problem or that you do is un-tick a box on Facebook. I am ticking the

box, removing VTEC. 63 seconds! 63 seconds. It takes Heart

Communications another 12 minutes, asking irrelevant questions, getting

another ?24 out of us. Bang out of order, you can't stretch it out like

that. I agree with you. We've got a firm which seems to be stringing out

its cause as long as possible. I'm going down to my Nan's for a sausage

turnover. Shut up! 100%. What a salty potato. I'm thinking of

putting a pair of cap results into this call centre. Do one. Sorry? Do

one. OK, let's do one, shall we? Our first student undercover is Alice,

hired by the call centre manager, Jade Hall. She's worked here four

years, so speaks with authority when she tells Alice how to resolve Calla

problems. Google it, see what you can find, get them to do it while

you on the phone. Just googling, at least they fix peoples problems,

don't they? No. This operator is keeping a woman on the line for 40

minutes, it'll cost her ?28. He knows he can't solve her problem. He

tells her to ask Facebook to change your e-mail address. That is a lie.

I didn't fill out a form. I wonder what the staff think of

having to do that sort of thing. It costs them about ?2 a minute, I feel

so bad. Yeah, why on earth do it, then? Here

is Jade to explain. They can't do that, that's not

right. Yeah, I think it's not right, I don't really know. What do you

mean you think? Find an expert and sort this out. Here's one now. That

was easy. Try not to be really quick... From my perspective, clear

breach of the code. The company could be fined for that sort of

behaviour. Prolonging the call is against the law. Prolonging the war

unnecessarily is against the law. And that is what is clearly being

stated there. But Jade is following orders from

her boss, whose last helpline pulled in ?500,000 a year. The staff are

told that there's a target for every call. Short ones get a sad face It

looks like the corporate company is set up in order to make as much

money out of these people as possible. It is something the boss

has been told off about before. In 2012 her previous premium rate

helpline was fined ?60,000 for misleading callers. 13 of her

companies have been dissolved and none ever filed their accounts. They

failed to pay ?85,000 in debts. What am I supposed to be doing? We are

going back to the studio. On the bike? No, up in the air. Push this

up in the air. Just push it up? Yes. We'll be taking to the skies later

to find the bosses of Heart Communications of Welwyn Garden

City, because their other scam exploits the unemployed. Also, they

can live a fantasy life far away from these shore. Ref justices from

reality and some home truths in a bit.

Now, if you have a story you'd like us to investigate, get in touch.

These guys are waiting to hear from you.

or go the website and click where it says 'send us your stories'.

And if you want to comment on any of tonight's reports,

you can also tweet us or post on our Facebook page.

Time for a T and C update. Adrian is attempting to decipher these terms

and conditions. It was 100 pages. How are you getting on? Page 11. A

good read? No. What are we up to now? . Any applicable law... Keep

going, because you've got to get it done by the end of the programme.

Sophie. A couple of weeks ago we

investigated companies failing to give their customers the new

freedoms promised by the Government. Since then, loads of you have been

in touch to say that So to try and provide some answers,

I'm joined by the Thank you very much for coming in.

Thank you. These changes were rushed through weren't they? It was a great

headline before the election but in reality the industry wasn't ready

for such enormous changes. They are enormous changes but the industry

had a year to prepare. Most industries have to adjust when

things change. These reforms are absolutely the right thing. It is

what we should have lutely the right thing. It is what we should have

done a long time ago - trust customers with their own money,

trust people to be sensible, if they have done well enough to save for

their retirement, they should be allowed to do what they want.

Unfortunately, the industry is quite used to telling customers what to

do, or the Government tell people what to do. This is a revolution, a

whole new aspect to pensions where we are putting people in charge of

their own money. So is it the industry's fault then, this

confusion, the chaos that our viewers have been talking to us, it

is the industry's fault for not getting it right? A lot of the

problems do stem from the fact that the pensions industry has very

old-fashioned systems, very old-fashioned products, and we are

trying to move all that into the 21st century. Now, these things have

been built up over tens of years, 40 years, 30 years in this cases. Huge

very fast. Some people think you are playing politics with people's

pensions rushing them through. We are not playing politics. This is

what people should be entitled to. If you save in any other form, the

Government doesn't tell you you've got to buy a particular product. It

is up to you. Pensions are precious. It is money for you for later life.

But there's a big issue about advice. There's guidance which the

Government offers for free, which few people take, and advice that

costs money. Why don't the Government tell people what

costs money. Why don't the with their life savings? You are

right. Don't make quick decisions. We've set up the Pensions Wise

guidance service, which I would urge We've set up the Pensions Wise

anybody who has questions. You are over 50 you can

anybody who has questions. You are Wise service and they can help you

understand. But Wise service and they can help you

purpose. Well, I think that's most unfair. In fact the satisfaction

ratings of unfair. In fact the satisfaction

wise is over 90%. The problem is not enough people know about it and

pension companies haven't been advertising it. The Government is

trying to. I think we do need to do more but it is a

trying to. I think we do need to do important service. 1.5 million

people have used the website. You can have website, phone or face to

face. But as you will recognise there's a lot of concern

face. But as you will recognise the new pension scheme, and the

committee said it could lead to the next mis-selling scandal. There's

confusion in the industry, certainly among our viewers. Confusion in

Parliament as well. It is a mess. What are you going to do

Parliament as well. It is a mess. Pensions they'll are complex and

queuesening. What I want people to understand is if you've got money to

put in a pension, there isn't a rush. The longer you leave it, the

put in a pension, there isn't a better it is. If you take it out, a

quarter is tax-free. better it is. If you take it out, a

that over a number of years, the amount of tax will be lower. Ros

Altmann, thank you. With more than 60 stores across

the country, they claim to be But after almost 200 Watchdog

viewers complained to us about poor products and poor service,

we thought it was time for Chris - You know what I love most about Oak

Furniture Land? Free delivery on everything? No. Interest-free

credit. No deposit? No. That's Oak Furniture Land, and according to

them there are lots of things to love about their solid, real wood

furniture. But many of you have been in touch telling us that despite

their claims of top quality goods there are many reasons not to love

their furniture. Is it when you get mismatched furniture in different

colours? That's certainly one of them. Ian Robertson from Hull has

invited me around to talk about why he certainly doesn't love Oak

Furniture Land. He's had nothing but problems since spending more than

?1,000 on his dining set. So this is the table? Yes. It is a nice table.

What's wrong with it? Well, it is the wrong colour. It doesn't match

the chairs at all. Why is that? It is the third table we've had off

them. And that's because Ian's first table arrived with a panel he was

ununhappy with, so he returned it. So what happened to the second

table? It was lovely, a gorgeous table, but within a few months there

was a split from there to there. This time around Oak Furniture Land

decided to replace just the table top, which is how Ian has ended up

with a dining set with mismatching colours. So what was their solution?

They did offer us some dark wax colours. So what was their solution?

wax all our other pieces of furniture so they matched the dark

top. That's not acceptable. What else have they offered to do? They

would refund the table alone but we would be left with 8 chairs. No good

to anybody unless you want to eat on your knee. Oak Furniture Land

refused to give him a full refund for the whole set. So being stuck

with mismatched furniture is one very good reason not to love Oak

Furniture Land. Can you think of another one? Is it the free knocks

and dents with your new furniture? And? Being charged hundreds to

return it? Very good. When Ray Briggs moved into his new home in

Corby he spent more than ?3,000 at Oak Furniture Land and for that top

price he was expecting top quality, which isn't quite what he got. I

ordered 11 items from Oak Furniture Land. Four were damaged, three

severely. The items were riddled with cracks, dents and broken

panels, and a broken joint on the TV unit suggested that the furniture

may have been crushed or dropped. When you order something that's

supposed to be solid you expect solid, not cracked, split, damaged,

broken. Oak Furniture Land told Ray three of the items were beyond

repair and would need to be replaced. But they claimed they

could repair the TV unit to what they called showroom standard.

Standard. You restore antiques, you don't restore brand-new items of

furniture. The TV unit has been dropped, so the integrity of it is

weakened, so I said no to restoration. When Ray insisted they

took back TV unit Oak Furniture Land told him he would have to return all

of the furniture, even the pieces that weren't even damaged, and then

buy it all over again. Ray was then told he would have to pay for it to

be collected. So, if Ray did return his order, Oak Furniture Land would

charge him up to ?350, and we've heard from other customers who've

had to pay hundreds of pounds to send items back. When the sofa that

Philip Garner ordered was too big to fit through the door of his home,

Oak Furniture Land told him white cost ?300 to take it away. Do you

know what I love most about Oak Furniture Land? Their huge choice of

furniture? No. Their exclusive designs? Nope. It's their total

dedication to having a go at restoring their very own damaged

furniture. Yes, Oak Furniture Land seems incredibly reluctant to

replace their furniture when it's damaged. Instead preferring to send

their own repairers out. But do they know what they are actually doing?

Dodgy repairs are something that this Oak Furniture Land customer

from Northampton knows all about. We bought a full dining set which cost

?2,500, a large amount of money, so we wanted to be sure we would get

the furniture we wanted. After unpacking we noticed the knocks and

scratches. The most shocking thing was the amount of problems on each

piece. It wasn't just one chair. It was everything. More than three

weeks later someone was finally sent to have a go at fixing all the

damaged furniture. What Kirsty thought would take a few hours

stretched into two days. My house ended up looking like a workshop.

After two days it was restored to what Oak Furniture Land call

showroom standard. And the rest of her furniture was sent away to be

fixed. What are you doing, Sam? Keep going, there's plenty of work to be

done! Even after repair the chairs still aren't showroom standard. They

filed these back, they've added fill into the joints at the top, and at

the bottom. And what about the furniture that was taken away to be

fixed? Five months on and Oak Furniture Land still has half of

Kirsty's chairs. I currently have only three of the six chairs, so we

can have dinner as long as there's six of us. Like Kirsty Steven

Harland from Southampton has also found Oak Furniture Land's showroom

standard repairs as sub-standard. He was left with a table that's still

dented and a sideboard that's ended up looking worse because the

repairer spilt dye on it. Damaged furniture, dodgy repair jobs,

furniture no better than the one you started with, the complaints against

Oak Furniture Land seems endless. The one thing we stand for at Oak

Furniture Land is quality. My advice for anyone watching any of the Oak

Furniture Land adverts is to think about it really carefully, because

it's just not worth the hassle. Paul Burgham from Oak Furniture Land

joins me now. A quick update. Ian, Ray and Kirsty

are getting replacements and refunds and the rest have had apologies.

Yes. Why did it take us getting involved to get that results? Good

evening, Chris, thank you for having me on the show. It is important to

say we never intend to disappoint any of our customers. Clearly on

some of these examples we've done that, and for that we unreservedly

apologise. It is not our intention to do so. Let's talk about your

policies then. Is it the policy to repair rather than take back or to

allow customers to return damaged furniture? No, it is not a stated

policy. What we try and do is try and get the best resolution to any

problem that a customer has. Sometimes that may mean a

restoration, because that will be a satisfactory resolution. In the case

where a restoration won't suffice, we are happy to replace, or refund

if we can't do that. I can't quite understand, you are a successful

businessman, I can't imagine you take second best for anything. You

spend two grand on a dining room table and chairs and they turn up

with scratches and dents, are you happy like Kirsty to have two people

in your house for two days repairing it? You would want a new one,

surely? What I would say? Kirsty's case, Chris, we got that one wrong.

Clearly it took us too long to rectify that. The decisions to

restore were the wrong decisions. We should have just replaced those and

that's what we will do for Kirsty. We've contacted Kirsty and offered

that opportunity. We've had lots of complaints. 200 people have got in

touch with us. Right. Is this a regular thing that you have damaged

furniture? Those 200 complaints you've received, over the 14 months

period you stated in essence that's roughly one in 10,000 of our

customers. But we believe just one customer with a complaint is one too

many. In that period of time, we've delivered 2 million items of

furniture to over 350,000 customers. But we can get better, we promise to

get better, and we will speak to your customers to discuss anything

they think we haven't done satisfactorily for them. Paul, thank

you. Thank you very much. We've seen them string customers

along on their helpline to get as much money as possible

while they look for answers in pretty much the same places

as the rest of us - Google. Heart run another business,

targeting people who are looking And like a naughty dog at afternoon

tea, this one takes the biscuit. It's time for undercover stooge

Arthur to join Heart Communications's scripted reality.

He is well ream, or call centre manager Jane thinks so, as he hires

him on the spot, and tells him about their other scam, which is proper

bad. The website describes it as a Jeb win work from home opportunity,

all job seekers have to do is request a pack, get started and

start earning pound, pound, pound. The catch is that to apply you must

call another premium rate phone number, which costs ?2 a minute.

Jade's on a call now, the con is on. That sound like they are putting

together a CV. Yes, Aylan, and it is taking a while. T

together a CV. Yes, Aylan, and it is taking a while. -- Rylan. I bet you

I can hold my breath from as long as this call takes. Don't be stupid,

Matt. Why on earth is it taking so long?

It couldn't be because they are trying to keep desperate job seekers

on the line for as long as possible? Could that be the answer? Well,

Rylan, Jade's about to give you a left hump to go with it.

Rylan, Jade's about to give you a are for notices each

Rylan, Jade's about to give you a centre gets around 80 work smart

calls averaging ten minutes each bringing in around ?1600 every day.

Asking for their qualifications and job history would be OK if it was

for an actual comment genuine job. So, is it? Researcher debts Paul's

work smart and is asked how to phonetically spell her name.

work smart and is asked how to spending ?25 on the call,

work smart and is asked how to containing tips on how to work from

home. Things like, when containing tips on how to work from

there's no evidence her details have even been passed to a single

employer. She calls Jade to complain. Somebody went through all

my work history and qualifications, I wonder if you sense that out to

any companies yet. We don't send it out, you would have to sourced the

work yourself. There's not a job? Various no job. Breaking the law,

charging people for what they think is a job when the job doesn't exist.

In April Naomi was living in a homeless shelter, she'd been

unemployed two years and spent eight hours a day looking for jobs. I

would apply for about 40 in the morning, then a few more in the

afternoon. That say, a couple of hundred a week. Heart don't rely on

job-seekers calling the premium rate phone lines only, sometimes they

called call instead and ask for a one-off payment. They asked Naomi

for ?29 50. They just told me about this job, they mentioned ?15 an

hour. A light went off in my head and said, you've got a chance to

escape, take it. But Naomi got a starter pack instead. Useless

information she could easily have found online herself. When she

complained, Heart Communications said everything she needed to get

work was in the pack. I remember feeling panicked that I'd been taken

for a scam. I needed that money for rent, I needed that money for food.

So, where did Naomi's rent money go? To the boss, Labrecque Allard. Where

does she live? You scripted reality couple. I'm so excited to go to

Marbs, the music, the beach, getting tanned. Yes, Lara Canard and her

husband Bradley lived in the Spanish resort of mark they accommodate

crypt of their reality so skilfully they don't have two share it with

the rest of us here on planet drizzle. -- scripted reality.

Time is a wasting, particularly if you're on the phone

to either of Heart Communication's dodge-ilified phone lines.

Not to mention the fact that they're raising

people's hopes of employment and then dashing them down in the sand.

Talking of which, if you're wondering how on earth we're going

to end this story, the answer is simple - The Only Way is Marbs!

Somewhere I'm sure travel journalist Simon Calder has been many times. A

lovely place. When you were here a couple of weeks ago we talked about

the effects of the terror attack in Sharm El-Sheikh. Sadly since then

event in Paris have taken focus. The situation has changed again. The

French government is now recommend school trip to France should not

take place. What's the latest on that? The latest development... Bear

in mind the Foreign Office, since terrible events started to unfold

six days ago, they changed their official advice of an times. The

latest is, yes, if you are on a school trip, planning one between

now and Sunday, the Foreign Office will commence you follow the

Ministry of education in France advice, not to go. Slightly odd. In

the aftermath of those terrible attacks, quite a lot happened quite

quickly in France, they declared a state of emergency, they banned

drones and said school trips until next Sunday could not go ahead.

Parents will wonder, where do they stand? If your school has cancelled

a two, because the Foreign Office is recommending they don't go ahead,

you should be able to claim it back from the travel insurer. It used to

feel like we could check the Foreign Office website once per year to find

out what the status is, now it feels we should check it almost every day.

Absolutely, today the advice changed for Sweden because yesterday Sweden,

for the first time, raised its threat level for terrorism too high,

they are putting extra people in place at various transport

terminals. Yes, you can very easily, by searching online, Foreign

Office and the name of the country, identify what the threat level is.

It ranges from high, which is affecting France and many other

destinations, including Turkey and Spain... And it goes all the way

down to low. Is it a more dangerous place to travel, the world, that it

used to be? I've been crunching the numbers all week because lots of

people have been asking me that. It's the safest it has ever been.

Look at the number of British people lucky enough to travel and the

number who have sadly come to grief, there has never been a better time.

I'm never going to let myself be intimidated, stop myself or my

family travelling by a bunch of idiots with hatred in their hearts.

Thank you, Simon, a message from someone who has been everywhere. A

number of you got in touch to say the company were giving out

confusing information as well as charging to rebook trips leaving

before this Sunday. The Nash family, who had been due to go to Disneyland

on Monday, they were told it would cost ?480 to change their date. So

they abandoned their trip. We taken it up with Eurostar, who have

revised their exchange policy as a result and apologised for the

confusion. Anybody booked to travel between Saturday 14th and Sunday

22nd of November can now rebook their tickets free of charge. Anyone

who has already paid extra to change date will get their money back. Good

news for those who missed their trips to Disneyland, which was

closed until Tuesday. You are entitled to a full refund for your

Eurostar tickets. To be clear, if it is Disneyland until Tuesday, just

gone, you get a refund. Eurostar until this Sunday, you can rebook

for free. Time for a Watchdog wedding!

But this involves one of our researchers and a giant mobile

phone. It sounds odd, but it's all for a good cause. It's to do with

terms and conditions, documents we know we are supposed to be but

hardly ever do. It can leave you with a funerary surprises.

Terms and conditions, a legally binding agreement between two

parties. They require commitment and careful consideration, since you can

be confident you made the right choice. Sound familiar? You could

see them like a marriage, except the wedding vows on to the love of your

life, but usually to a big company or product. I, honest customer... I,

honest customer. Do solemnly swear. To accept extra charges if I go over

my data allowance. To accept extra charges if I go over my data

allowance. As we know, terms and conditions can be really, really

long, for example these T's C's from insurance company vitality life

are twice as long as Shakespeare's Hamlet. The waiver of income

protection premium... In other words it would take a staggering three

hours and 40 minutes and 19 seconds to get through. And companies

sometimes go to great lengths to make sure all bases are covered.

ITunes say that any purchases made from their stores shouldn't be used

in" the development, design, manufacture or production of

nuclear, missile is or chemical or biological weapons". The former

computer game giant game station had sinister terms. It said, you agree

to grant us a nontransferable option to claim for now and ever you're

immortal soul. Don't worry, that was the company's idea, believe it or

not, of an April fool joke. Because most of us don't reach the T's

C's, a reported seven and a half thousand people even signed without

noticing. We're hardly immune either, the general T's C's we use

on BBC online services are 4288 words long. Even if you do read

through all of the small print, does it make sense? I invited Mike, Emma

and do meet to our important and is buried in the small

print. In front of you, some very long terms and conditions from

Admiral travel insurance. The question is simple, you lose your

?500 smartphone, how much will you get back with a standard policy?

Are you saying you have an answer? If you think you have an answer,

ring the bell. I think I've uncovered it. It's ?100. That's the

maximum. What is your view? Unless you know or you are guided us to the

section, you wouldn't know where to start. Terms and conditions that

seem to have nothing to do with the product you are buying. What product

do you think this relates to? Any legal liability directly or

indirectly caused by or contributed to by or arising from ionising

radiation or contamination from radioactivity from any irradiated

nuclear fuel. Have a go at that one. It's possibly a mobile phone, I

would say. The actual answer, believe it or not, is in sleep's car

insurance. No way! Wording you need a law degree to understand --

Endsleigh. What does this mean? We will not pay for the following...

Liability, arising from a contract or agreement, unless the liability

would have existed without that contract or agreement. Honestly, I

find that so convoluted and confusing, it's just meaningless.

The answer is, the insurance company won't pay for any agreements made

outside of the insurance policy. For example if any of our three

contestants Walls blew down and they made an agreement with the neighbour

to rebuild with a stronger material, sheilas wheels can refuse to pay the

extra cost. It seems for years we've had no choice but to sign on the

dotted line and agree, no matter how confusing. Well, there is finally

some good news. Last month new consumer laws came into play and one

of the big new rules gives you more power when it comes to the small

print. For example, burying important information, such as extra

charges, right at the end of terms and conditions is now something that

a consumer can challenge even if they've already signed the

agreement. Jargon, being bombarded with over complicated language is

also a no-go. It sounds like a good deal, but how do you use your new

rights? Time to bring in the final wedding guest, James Daly, from

Sarah finance. -- fairer. How important are these changes? Really,

they give consumers more rights when it comes to sneaky bits of small

printed in a way in the bottom of the contract. If it's not prominent

consumers can challenge it. If not in the ombudsman, but in court.

Hopefully it'll mean contracts and small print get clearer going

forward. If you are watching this show tonight and think, I've entered

into an agreement, found something that isn't fair, don't be scared to

challenge it, it's not as hard as you think and because calls aren't

as expensive as you think. We all enter into these contracts helping

tweet hoping for a better union. It's always good to know if there is

a way out if you need it. This is the jilted mobile phone. You

are still with us, still reading, whereas you up to? Age 36. Has it

been as entertaining as you thought? It's been riveting. You've got a

long way to go before the end of the programme.

The sun is coming down on Heart Communications of Welwyn Garden City

- not to be confused with companies of the same or similar name.

Please God don't do that, for all of our sakes.

But if we're going to enjoy a drink on the verandah wearing nothing more

And clothes, obviously, then we need to get ourselves to

My layout. Yes, the cost at... Lot for a phone call. We're here to find

the boss, Lara K.. We've tracked her down to this 5-star

luxury apartment block with tropical landscaped gardens and a choice of

swimming pools. Business must be booming. -- Marbella. If you are

looking for work, like Naomi, for instance, and thinking to yourself,

you know, I wonder where this money is going, that I'm using to pay for

the advice that I'm being given over the telephone. Well, that's it,

really, that is where your money is going, to make sure Lara K. can

carry on living in this highly secure shiny marble palace. ?2 per

minute. Catching up with Lara K. is proving to be a problem

because where she lives is a fortress with high gates, the CTV

cameras and 24-hour security guards. We're pretty sure we've been

spotted. The surveillance team that were watching her have had the

police called on them, so they've had to show passports, that sort of

thing, to the police, you've clearly been called by somebody.

Surveillance shows that Lara K. is either in her version of what

knocks or travelling in her four x four Porsche. We have to hope her

weekly exercise class on the beach takes place. But she might skip the

gym lesson. If she skipped it, I don't think I'll bother, to be

honest. Don't really see the point. Don't look at the timber. Lara is a

no-show in Marbella. Back in Hertfordshire time to catch up with

the call centre manager, an old hand, she's worked at Heart four

years and train staff into squeezing money out of the unemployed and

technophobes, many of them elderly. She is or heart. Time to lure her

away from these phones. Jade, Matt alright, BBC Rogue

Traders. How you doing there? So the business you are a big part of here

there's no reason for it to exist at all is there, because what you're

doing is... Leave me alone, please, it's not my company, so... No, but

you are Lara K.. You are training people to cold cal, to

offer people jobs that don't exist and getting them to call a premium

rate line, to spend as long as possible on that line so they rack

up bills that they can't afford, because they haven't got jobs. The

people that work for you know it's a scam, you know it's a scam, don't

you? You know that what you're doing is actually not required at all, and

that you're subsidising a lifestyle. You are not coming in here. Why not?

Because they are going to call the police. For what, why? You are

breaking and entering. I'm not breaking and entering. Jade, what we

are talking about is an industry that's not required. You are making

money from people who can't afford it and all you are doing is

subsidising the lifestyle of two people in Marbella so they can go to

the beach and drive around in a Porsche. She's happy to natter for

hours on a premium rate phone line but when I turn up I can't get ?2 of

chat out of her. But we have other ways of communicating. People of

Heart Communications Are you there? Give us a wave. This screen explains

everything. Alright, take it away. Hi! Welcome to don't you wish you

were here, from sunny Marbella in Spain, playground of the rich and

famous, where well-heeled bronzed Brits like to be and be seen. What

you probably don't know is that it is also home to Lara K., the

sole named director of Heart Communications, your boss, and this

is where she lives... We must be clear that Heart share this is build

ing with other businesses. Hopefully its call centre staff are getting

the message. And this is what she drives to the beach, a flipping big

white Porsche. Maybe you are wording where all the money came from?

That's right, from you guys, when you are dishonestly keeping people

hanging on the telephone. Happy holidays. OK, I think you've got to

message now, so we are going to go. Bye. Yeah, and if that looks

attractive to you and you are thinking to yourself, I would quite

like a piece of that, what I would say is this. The only way is not

Just to be clear once more, there marshes. Other ways are available.

Just to be clear once more, there are other legitimate businesses

working out of that building in Welwyn Garden City. We are not

interested in any of them. Welwyn Garden City. We are not

Heart Communications. Also once again there are other businesses

called Heart. Please don't mistake any of them for this lot. They've

been in touch. They say they handle thousands of calls for hundreds of

clients and premium rate is just a small part of what they do. They

claim to take regulatory regulations seriously and refute that they keep

people on the line, and they have positive feed-back for this service.

They say the details are on their website. They may also want to

contact us. There's their response, but we we have seen with our own

eyes means that while but we we have seen with our own

is in Marbella, she is also in the Rogue Traders. We've had an e-mail

about another drone which crashed. We'll follow that up.

about another drone which crashed. 50 complaints about Oak Furniture

Land tonight. We'll pass 50 complaints about Oak Furniture

tip-offs. Go to our website. You can write to us as well.

Vodafone - hitting customers travelling abroad with huge charges,

And after our Rogue Traders investigation into a puppy farm,

where we found this little guy in a terrible state, Watchdog is

calling for tighter regulations to help end this cruel trade for good.

Gizmo is feeling a lot better and being well looked after

Adrian is still reading his T He at the earlier time of 7.30pm.

Adrian is still reading his T He can't leave the studio until he's

finished. From all of us, but not him, goodbye!

and consume food is changing faster than ever.

A seemingly sci-fi future is actually a reality.

I'll be joined by a team of experts and we'll scour the globe