:00:00. > :00:07.Tonight - "Sorry I've blown up your house".
:00:08. > :00:10.The words of one smart meter installer to a home owner whose
:00:11. > :00:16.Smart meters have been linked to fires and gas leaks.
:00:17. > :00:19.So is it time for the roll-out-rush to slow down?
:00:20. > :00:43.This is Watchdog - Live - and on YOUR side.
:00:44. > :00:46.Hello - welcome to Watchdog - live from our studio in Salford.
:00:47. > :00:48.It's Thursday, not Wednesday if you hadn't noticed,
:00:49. > :00:53.Ready to take on more of the big names letting you down.
:00:54. > :00:56.As ever - it's your messages that sparked off
:00:57. > :00:57.all of tonight's investigations, so thanks to everyone
:00:58. > :01:02.And as well as the big stories coming up -
:01:03. > :01:06.we've got a great result for someone who was on the programme last week.
:01:07. > :01:08.One other thing has changed, with the summer
:01:09. > :01:17.holidays well under way - we've sent Steph to the seaside.
:01:18. > :01:22.HELLO FROM MORECAMBE, THE SON DESPERATELY TRYING TO BREAK THROUGH,
:01:23. > :01:29.I AM WITH LOTS OF LOVELY VIEWERS, THESE ARE HOLIDAY-MAKERS WHO HAVE
:01:30. > :01:35.HAD PROBLEMS WITH TRAVELLING. let's face it, a lot of them are about, we
:01:36. > :01:39.have exclusive figures revealing the uk airports we are most likely to
:01:40. > :01:44.have delays and if your flight is late we will ask if a new system
:01:45. > :01:46.brought in to get your money back is causing more delays.
:01:47. > :01:48.Also tonight on Rogue Traders -
:01:49. > :01:51.tree surgeons we've met on the programme before.
:01:52. > :01:53.Up to their old very dangerous tricks with chainsaws.
:01:54. > :01:56.Not to mention giving customers - and us - the runaround.
:01:57. > :02:07.Last week, what we found in the ice at the big fast food chains made
:02:08. > :02:11.So get ready for what we turned up when we tested
:02:12. > :02:15.Remember you can get in touch right now about any of our stories.
:02:16. > :02:20.Or we're on Twitter and Facebook too.
:02:21. > :02:22.But first tonight - smart meters - dramatic developments in the story
:02:23. > :02:28.More of you are convinced that the rush to get all those
:02:29. > :02:36.meters installed by the 2020 target is leading to dangerous mistakes.
:02:37. > :02:43.Just over three years to go and there are still tens of millions of
:02:44. > :02:47.smart meters left to install in homes and small businesses across
:02:48. > :02:52.the UK. It's an ambitious target and a huge challenge. Earlier this
:02:53. > :02:55.series we reported on concerns within the industry about the
:02:56. > :03:00.pressure faced by energy companies to meet the 2020 deadline.
:03:01. > :03:04.Particularly the need to recruit so many new installers, many of whom
:03:05. > :03:08.have never worked in gas or electricity before. We met customers
:03:09. > :03:14.who discovered gas leaks and issues with fuse boxes following smart
:03:15. > :03:20.meter installations. But the reports you sent us since then are even more
:03:21. > :03:24.alarming. Paul Arnold Lou e-mailed us since seen our first report, a
:03:25. > :03:29.smart meter was installed at their property by British Gas in December
:03:30. > :03:34.last year. We went to meet the couple after they told us about a
:03:35. > :03:37.terrifying fire that started at Jubilee installation itself off
:03:38. > :03:50.their tenant and young child were in the flat. Lets go and. Let me show
:03:51. > :03:57.you where it is. That looks awful, and it's the smell as well. It is
:03:58. > :04:04.horrific, yes. What a nightmare for you. Yes, even though the fire
:04:05. > :04:08.brigade put it out it looks a mess. Let's have a chat in the garden
:04:09. > :04:13.because it looks dangerous to go in there. Even out here you can still
:04:14. > :04:17.smell it. That's right, and you can see the intensity of the heat when
:04:18. > :04:24.you look at the door. A truly bad, what happened? The smart meters were
:04:25. > :04:26.being installed but he could not get them to work properly, it caught
:04:27. > :04:31.light and the fire brigade were called. The fire started in the
:04:32. > :04:36.kitchen and the whole kitchen is gone. The rest of the flat is mainly
:04:37. > :04:42.water and smoke damage. It has to be totally gutted. Gas ignited and
:04:43. > :04:46.caused a fire in the kitchen whilst tenants and the British gas
:04:47. > :04:49.installer were still in the house. Paul immediately rushed to the flat
:04:50. > :04:55.and it quickly became clear what the cause seems to be. Both me and the
:04:56. > :04:59.fire officer were standing there when the gas operative turned around
:05:00. > :05:06.and said sorry, I have blown up your house. They all had a very lucky
:05:07. > :05:12.escape but the flat sustained over ?90,000 worth of damage. What kind
:05:13. > :05:19.of impact has this had? Devastating. You sit there and think, where do
:05:20. > :05:23.you start? The tenant, she has lost everything and everyone else in the
:05:24. > :05:28.block were affected for weeks. Seven months later we are still in the
:05:29. > :05:33.same position. And worryingly we have been hearing from other people
:05:34. > :05:36.who believe fires in their homes are linked to smart meter installation
:05:37. > :05:39.but when reports from the Fire Service do not specifically blame
:05:40. > :05:45.the installation of the metre this can cause problems. Wallowing these
:05:46. > :05:48.incidents some customers not only have to deal with the prospect of
:05:49. > :05:52.months out of their home, they could also face a battle to convince their
:05:53. > :05:58.energy provider to accept responsibility for the damage. This
:05:59. > :06:01.woman loved her bungalow in rural North Wales but for the last three
:06:02. > :06:08.months she and her partner had been living in a caravan after a fire
:06:09. > :06:12.destroyed their home. I went outside to get my car keys, I had left them
:06:13. > :06:17.in my car. Turned around to go back in the house and I saw smoke coming
:06:18. > :06:21.out through the tiles. Within a minute those flames coming above the
:06:22. > :06:25.front door. And the next thing the roof went up. There wasn't anything
:06:26. > :06:31.we could do. We just watched it burn. She immediately called the
:06:32. > :06:35.Fire Service. Its subsequent report states the fire was caused by faulty
:06:36. > :06:40.leads to the electricity distribution board. Marina's adamant
:06:41. > :06:44.the last person to touch the equipment is the installer from Ovo
:06:45. > :06:49.energy who reconnected it to the new smart meter a few months earlier.
:06:50. > :06:55.This is where the actual electrical wars, the electric box. This smart
:06:56. > :07:00.meter was here and this fuse box was on the end. Because the smart meter
:07:01. > :07:04.was here the actual fire went up into the roof and because the smoke
:07:05. > :07:10.alarm was on the ceiling it did not set the smoke alarm off. Marina's
:07:11. > :07:14.landlord has house insurance so can rebuild the property but Marina did
:07:15. > :07:21.not have insurance for her contents which she has lost. Ovo energy once
:07:22. > :07:24.done investigation and provided the caravan for her to live in but the
:07:25. > :07:27.company is denying any responsibility for the buyer and
:07:28. > :07:32.said it won't pay out any compensation. They are not taking
:07:33. > :07:37.responsibility and that upset me more than anything. They don't
:07:38. > :07:42.understand the seriousness of it. Thank God I wasn't in bed. That's
:07:43. > :07:46.all I kept saying, what if we had gone to bed? We would not have known
:07:47. > :07:50.because you could not smell the smoke inside the property so we
:07:51. > :07:58.would have gone to bed oblivious to the fact it was burning. I am making
:07:59. > :08:04.sure sockets are unplugged and everything is turned off, I was
:08:05. > :08:13.never like that before. All because of the fire. One of the reasons Ovo
:08:14. > :08:15.gave per denying responsibility is a six-month period between
:08:16. > :08:25.installation and the fire so this fair? Nikki took our evidence to the
:08:26. > :08:30.head of installations at the Institute of technology and an
:08:31. > :08:35.expert witness gas engineer. In some cases we have seen a problem or a
:08:36. > :08:42.fire happened months down the line, could that peaceably be caused by
:08:43. > :08:46.the installation? Yes, what happens is when the smart meter installer
:08:47. > :08:52.arrives, they will remove the existing meter. When they take of
:08:53. > :08:56.the existing meter they might need to jiggle the wires to make the
:08:57. > :09:00.connection and in doing that it can cause the cable to become loose at
:09:01. > :09:05.the other end in the other connections. When you have a loose
:09:06. > :09:09.connection it can overheat and overtime as the heat increases the
:09:10. > :09:12.more the connection deteriorates, gets worse and worse and worse and
:09:13. > :09:16.eventually gets to the point where it overheats and can cause a fire.
:09:17. > :09:22.Could that have been the situation here? Evidence has shown from other
:09:23. > :09:26.installations that it could have happened here. We cannot say
:09:27. > :09:30.categorically that is what happened but evidence elsewhere has shown
:09:31. > :09:34.these kind of buyers can develop from overheating terminals. What
:09:35. > :09:39.other things could have caused the fire? There could have been other
:09:40. > :09:44.causes but nothing is documented in the paperwork we have seen. What do
:09:45. > :09:50.you think happened with Paul and Lou? It is controlled combustion
:09:51. > :09:54.just like an engine in a car so you have to make sure it is safe and the
:09:55. > :09:59.only way to do that is follow the simple procedures. It is basic,
:10:00. > :10:03.basic training, make sure there is no leak before you start, do what
:10:04. > :10:09.you need to do safely and make sure there is no leak when you finish.
:10:10. > :10:14.How concerned are you about this? Very concerning. When someone comes
:10:15. > :10:18.into your house to perform a task, in this case replacing a meter, the
:10:19. > :10:24.last thing you expect is a problem. The last thing you expect is fire.
:10:25. > :10:29.And there are more in the energy industry who are worried. We showed
:10:30. > :10:34.our evidence to shadow energy Minister Alan Whitehead. As well as
:10:35. > :10:38.the evidence watchdog has found I have been hearing reports of
:10:39. > :10:42.concerns about safety standards in some installers. I think it's time
:10:43. > :10:46.to pause and look at how those issues can be resolved with real
:10:47. > :10:52.concerns about safety properly addressed. Given the cases we have
:10:53. > :10:57.seen, surely the government needs to be taking this seriously?
:10:58. > :10:58.Undertaking an immediate review into the safety of the smart meter
:10:59. > :11:01.roll-out. Greg Clark is the Energy Secretary
:11:02. > :11:03.overseeing this roll out. He doesn't join us now
:11:04. > :11:06.despite the fact we asked him three times to come on and explain how
:11:07. > :11:09.we can guarantee the people having smart meters installed can sleep
:11:10. > :11:12.soundly in their beds. Remember tens of millions of these
:11:13. > :11:16.things must be fitted using many newly trained installers
:11:17. > :11:18.to meet that target. His department sent a statement,
:11:19. > :11:38.saying is the number one priority
:11:39. > :11:41.for Government, and it's seen no It says engineers undergo extensive
:11:42. > :11:45.training, and the roll-out is a unique opportunity to improve
:11:46. > :11:48.safety in peoples' homes by dealing with potential issues around older
:11:49. > :11:50.meters and connections. Energy UK, which represents
:11:51. > :11:54.all the energy companies said the same, adding that -
:11:55. > :11:56.irrespective of any deadline - energy companies will always ensure
:11:57. > :11:58.installations are carried out As for the specific
:11:59. > :12:04.companies in our film - British Gas says the fire at Paul
:12:05. > :12:07.and Lou's flat was down to a rare instance of human error,
:12:08. > :12:10.explaining that on this occasion its engineer didn't
:12:11. > :12:11.follow its technical He's since left the business,
:12:12. > :12:17.it also said its processes for installing smart meters
:12:18. > :12:20.are industry-leading, with engineers receiving 12 months
:12:21. > :12:22.of training resulting in a City And Ovo told us its investigations
:12:23. > :12:28.found no evidence to confirm the smart meter caused Marina's
:12:29. > :12:31.fire, and the fire reports have come It reiterated that the installation
:12:32. > :12:37.took place six months prior to the fire, and says records show
:12:38. > :12:40.it was carried out in line It also says though it offered
:12:41. > :12:45.to cover the cost of a hotel - Marina preferred to stay
:12:46. > :12:49.in a caravan on-site. We'd especially like to
:12:50. > :12:53.hear from installers - And remember - having a smart meter
:12:54. > :12:59.fitted isn't compulsory - even if you've had a letter that
:13:00. > :13:03.makes you think it is. Sometimes we get the chance to catch
:13:04. > :13:09.up with rogues that we've had on the series before,
:13:10. > :13:11.to find out what's happened to them since we last
:13:12. > :13:14.saw them in a car park, through a crack in their front
:13:15. > :13:42.door, or on the steps Whack a mole is a fun game, a number
:13:43. > :13:47.of moles or in this case sharks in holes. They appear different despite
:13:48. > :13:51.coming from the same mould, your job as an enforcement authority is to
:13:52. > :13:56.sanction and limit them with a sponge hammer. But they don't stay
:13:57. > :13:59.sanctioned, they disappear for a while and then they and their
:14:00. > :14:05.colleagues who may be family members were all we know pop up again. You
:14:06. > :14:09.don't see many of these games around any more, maybe that's because it's
:14:10. > :14:10.exhausting and maybe it's because without a more all-encompassing
:14:11. > :14:26.approach you can never win. Unfortunately you can't use this
:14:27. > :14:37.message to stop real actual people like this weeks rogue traders,
:14:38. > :14:42.greenways tree services. Normally we start stories with the complainant
:14:43. > :14:47.but on this occasion it started... With a kiss. Well, it didn't, it
:14:48. > :14:53.started with a flyer one of the rogue trader 's team found lying on
:14:54. > :15:04.the street. The flyer rang a few bells. Worrying bells. Very worrying
:15:05. > :15:08.bells indeed. Let's go through a few identifying features. For instance
:15:09. > :15:12.the colour, the wording, the discounts, it all takes me back to
:15:13. > :15:19.one of the most disturbing stories we have ever told you on rogue
:15:20. > :15:24.traders. 2015 Kent and South London, very similar flyer being posted all
:15:25. > :15:28.over the place. All that the lead was the name at the top, often
:15:29. > :15:33.stolen from entirely legitimate businesses. But each of these flyers
:15:34. > :15:37.led to a group of people with the same nasty traits, fleecing the
:15:38. > :15:42.elderly and leaving the gardens in a state. Back then we met Alison and
:15:43. > :15:46.her husband who had recently been diagnosed with Alzheimer's. They
:15:47. > :15:51.contacted us who said they had cut the branches back for ?1250 but 30
:15:52. > :15:53.minutes into the job they doubled the price and started hacking away
:15:54. > :16:06.trees in the woods behind their I said, don't do any more, stop. At
:16:07. > :16:11.that point, the whole conversation changed. They kept pushing up the
:16:12. > :16:16.bill, including the cost of removing the waist, bringing the cost to
:16:17. > :16:22.?5,000. The amount is colossal and I am thinking, how will I afford this?
:16:23. > :16:27.He said, if you cannot pay, there will be trouble. I was a bit like a
:16:28. > :16:33.jelly. I was just thinking, somebody make this stop, I cannot handle
:16:34. > :16:38.this, I have got myself into something I cannot deal with. The
:16:39. > :16:44.men made Alison go to the bank to withdraw the money and when she got
:16:45. > :16:51.home, they wanted even more. ?9,000, they wanted in the end. For less
:16:52. > :16:55.than an afternoon's work. After hearing this story, we called them
:16:56. > :17:00.out to a house of our own, it turns out overcharging was the least of
:17:01. > :17:03.our worries. We know the man speaking to the actress is called
:17:04. > :17:10.Peter Varey. And the man playing with himself throughout the sting is
:17:11. > :17:14.James Doyle, or Jimmy Fiddler, as we like to call him. They were joined
:17:15. > :17:20.by James calling. Peter Varey distracted our actress while Doyle
:17:21. > :17:25.and Cunningham rummaged upstairs through valuables. But for every
:17:26. > :17:30.distraction burglary, there is a silver lining. I did get to meet
:17:31. > :17:37.Peter Varey and Tinkerbell, briefly. On your marks... They are off. It is
:17:38. > :17:42.Jimmy Fiddler leading the transformer. They are down the back
:17:43. > :17:48.straight, over the first war. They are being followed by an old lady.
:17:49. > :17:53.Someone has fallen, we have got one facedown. But even that doesn't go
:17:54. > :18:01.all the way back. Spark up the DeLorean. 2009, Shaun Derry. He
:18:02. > :18:04.charged four times the going rate in the same neck of the woods and
:18:05. > :18:08.treated those words like they had done him a personal wrong, which
:18:09. > :18:18.would think it would make him a bad idea to dress as a tree. Yes, very
:18:19. > :18:24.bad idea. Sean, how are you doing. Rogue Traders. You have a family
:18:25. > :18:32.with many branches, which is tweaked away to get your many leaflets.
:18:33. > :18:40.There is a trading standards officer behind me? Hello, is it like whack a
:18:41. > :18:44.mole, as soon as you prosecute one, another pops up elsewhere? It seems
:18:45. > :18:49.like that, yes. Here we are having the same conversation about the same
:18:50. > :18:53.people who don't appear to have changed their spots. Did the
:18:54. > :18:58.investigation is in the past help anyway? The job that went to court,
:18:59. > :19:03.that came about as a result of exposure on the Watchdog programme
:19:04. > :19:06.and after fairly lengthy investigations, Peter Varey and
:19:07. > :19:13.James Cunningham have pleaded guilty to a number of fraud charges. I see
:19:14. > :19:18.you have a few leaflets, what are they? If you get these through the
:19:19. > :19:21.door, throw it in the bin. If you need a tree surgeon, get
:19:22. > :19:25.recommendations and a couple of quotes. We have a spectacular spread
:19:26. > :19:31.of dodgy tree bother us and the leaflet which suggests they are
:19:32. > :19:35.still out there doing it. Luck! We have two options. We can either get
:19:36. > :19:40.ourselves a house and a garden, fitted with cameras and see what
:19:41. > :19:46.they do. Or, we just have one option. That is what we do.
:19:47. > :19:51.If we don't get out our sponge hammer again, you won't get to see
:19:52. > :19:54.which garden moles pop out of their holes to scam homeowners
:19:55. > :19:59.And those are faces that you might see places.
:20:00. > :20:02.Matt one of our stories last week not only provoked a huge response
:20:03. > :20:12.We reported how billing mistakes by Vodafone were leading
:20:13. > :20:14.to customers having black marks put on their credit rating.
:20:15. > :20:17.Sue Cook had been battling to get that put right for two years.
:20:18. > :20:21.In the meantime - she'd been chased by debt collectors for thousands
:20:22. > :20:26.Well since our report Sue's been in touch with us again -
:20:27. > :20:40.Vodafone have written to me and they have restored my credit score back
:20:41. > :20:45.to excellent, which is absolutely fantastic news. I can sleep at
:20:46. > :20:49.night, it is a weight off my shoulders and I can't thank Watchdog
:20:50. > :20:52.enough. No problem, that is what we do.
:20:53. > :20:55.But a pity she had to come to us get it sorted.
:20:56. > :20:57.Still to come - Trains, drains and yesterday's meals.
:20:58. > :21:01.Our swab mob is testing the country's railways.
:21:02. > :21:10.Our swab mob is testing the railways.
:21:11. > :21:17.I have set up shop outside the Midland Hotel on the Morgans
:21:18. > :21:20.seafront. These guys have had holiday nightmares and we get
:21:21. > :21:24.hundreds of e-mails about everything. One of the issues is
:21:25. > :21:29.flight delays as millions of us gear up for the summer getaway, we wanted
:21:30. > :21:34.to find out which airports you are least and most likely to experience
:21:35. > :21:39.delays. We pulled together flight data over the last year and we look
:21:40. > :21:46.at the biggest airports, 22 of them. Who do you think came best with the
:21:47. > :21:51.least delays? The best performer was Birmingham, just 9% of flights with
:21:52. > :21:56.more than 15 minutes later arriving or departing. Close behind Cardiff,
:21:57. > :22:01.Newcastle and Liverpool. Bottom of the list, guys? It was London
:22:02. > :22:06.Gatwick, 38% of flights over the year which either late arriving late
:22:07. > :22:11.departing with an average delay of 47 minutes. Gatwick says a lot of
:22:12. > :22:16.the issues outside of its control like strike action in Europe and
:22:17. > :22:19.heavily congested airspace. Just behind Gatwick was Manchester, Ben
:22:20. > :22:33.Edinburgh, Glasgow and Inverness. We compared the biggest UK and Irish,
:22:34. > :22:40.and it was Greenways. He was at the bottom? It was Norwegian, 26% of its
:22:41. > :22:44.flights were late arriving followed by easyJet, British Airways, city
:22:45. > :22:49.Jet and Virgin Atlantic. You can find all the details on our website.
:22:50. > :22:58.Let's talk to Frank from holiday travel watch. Remind us, what is the
:22:59. > :23:02.delay of flights has to have had to get compensation? Any flight
:23:03. > :23:08.departing or arriving in the EU, is anything over three hours. The
:23:09. > :23:12.airlines try to use the defence of extraordinary circumstances, but the
:23:13. > :23:16.courts are helping these consumers. It can be tricky to get compensation
:23:17. > :23:20.and loads of you have been in touch about that. I went to look at a new
:23:21. > :23:27.system that is meant to make things more simple and clearer.
:23:28. > :23:30.Delays, delays, delays. I have certainly had my fair share of
:23:31. > :23:33.wasted hours waiting around airports.
:23:34. > :23:39.In fact, more than a quarter of all flights are late by 15 minutes or
:23:40. > :23:42.more. Waiting hours for a delayed flight is so frustrating, but it is
:23:43. > :23:46.nothing compared to the time spent trying to get back the money you are
:23:47. > :23:51.entitled to. There is a long list of rules about
:23:52. > :23:55.when you can claim back for delays, cancelled flights and lost luggage.
:23:56. > :24:00.But even when you are legally entitled to a refund, it can be a
:24:01. > :24:04.massive battle to get your cash, as airlines tried to weasel out of
:24:05. > :24:08.paying off. It used to be that if your airline refused to pay, your
:24:09. > :24:13.only option was to take them to court. Last year, the Civil Aviation
:24:14. > :24:20.Authority introduced a new system to avoid that is called alternative
:24:21. > :24:22.dispute resolution. It means you can now take your case to an independent
:24:23. > :24:34.organisation for a legally binding decision. Most airlines have signed
:24:35. > :24:37.up with one of the two services. It was recently called the retail
:24:38. > :24:43.ombudsman. This system is meant to make things more simple. But a
:24:44. > :24:47.number of you have been in touch saying, far from making it easier to
:24:48. > :24:52.get your money back, it is causing more delays. Donald's Thomson flight
:24:53. > :24:58.to Italy was cancelled last August and he is still waiting for a
:24:59. > :25:04.refund. Donald, you had a holiday plans, but things didn't go to plan?
:25:05. > :25:10.My partner and I booked a holiday to Sardinia. On the day we travelled,
:25:11. > :25:18.the plane was delayed by 16.5 hours, so we arrived at 1:30am and the car
:25:19. > :25:23.hire we booked wasn't there so daily-macro and bags are missing. It
:25:24. > :25:28.was a disaster, the whole beginning of the holiday was ruined. What
:25:29. > :25:32.happens when you got back? I started off the process to recover the
:25:33. > :25:38.money. First of all with Thomson and they didn't engage with me at all,
:25:39. > :25:46.no correspondence. Fed up, Donald took his case to CDADR and it ruled
:25:47. > :25:52.in his favour and ordered Thomson to pay up within 20 days but the
:25:53. > :26:03.airline only paid back some of the money. The adjudication was for 1776
:26:04. > :26:07.euros. And I have had ?450 from Thomson. I bet you are a busy man
:26:08. > :26:15.and you don't have time to be writing to everyone? Very busy. It
:26:16. > :26:20.is a complete waste of time. Loads of you have been in touch to say you
:26:21. > :26:23.are in the same situation, so you have got what is meant to be a
:26:24. > :26:29.legally binding ruling, saying the airline must pay within 20 working
:26:30. > :26:33.days, but months later, you are still waiting, including Jan, whose
:26:34. > :26:37.Thomson flights to Greece were cancelled. But despite the claim
:26:38. > :26:42.being polled in February, she has had nothing. Some passengers are
:26:43. > :26:46.facing an even longer wait when it seems the entire process grinds to a
:26:47. > :26:56.halt before you have even got a decision. Tara was pregnant with her
:26:57. > :26:59.third child when the buggy was lost on a Ryanair flight in August last
:27:00. > :27:05.year. The airline ignored her request for compensation, so she
:27:06. > :27:09.took her complaint to the other adjudicator, aviation ADR. I got in
:27:10. > :27:17.touch with them in February and they asked for a lot of correspondence
:27:18. > :27:22.what I have had from Ryanair, baggage receipts and things. Which I
:27:23. > :27:26.did. They came back quite quickly, saying I have provided enough
:27:27. > :27:30.information for them to investigate. After that, it seemed to go
:27:31. > :27:36.completely dead. I tried to get in touch with them again to find out
:27:37. > :27:41.what was happening. And they said it was still with Ryanair and they
:27:42. > :27:43.still needed more time. Since then, Tara has chased and chaste, five
:27:44. > :27:50.months later she is still waiting for a decision. For her, the process
:27:51. > :27:54.has been anything but simple and quick. 1-1 initially I was quite
:27:55. > :27:59.optimistic, but as the time has gone on, I have lost hope. From the cases
:28:00. > :28:04.we have seen, it seems for a system that is meant to help passengers,
:28:05. > :28:08.there doesn't seem to be much cop. I invited Ruth Sutton, a travel law
:28:09. > :28:13.specialist from the University of Chester to find out what could be
:28:14. > :28:19.going wrong. The Civil Aviation Authority say it is legally binding,
:28:20. > :28:23.but are they? It has the same force of a contract between the two
:28:24. > :28:28.parties. There are a number of processors to go through before the
:28:29. > :28:33.contract is binding. Who can force the decision? One is to get the
:28:34. > :28:37.civil sheesh and authority involved, they are the regulator. And the
:28:38. > :28:42.other is to take the case to the small square in court, like any
:28:43. > :28:45.other claim. In essence, you would be starting again, although you
:28:46. > :28:50.would have the evidence of the adjudicator, which would be very
:28:51. > :28:54.strong evidence in your favour. It is such a fat because it takes so
:28:55. > :28:59.long. We think it is a simple process and then the customer is
:29:00. > :29:03.left waiting for ages. You are right, the reality of the situation
:29:04. > :29:11.is, it can be a long, drawn-out process. So, what is the point of a
:29:12. > :29:14.resolution system that doesn't resolve anything? Is this just
:29:15. > :29:28.another excuse for airlines to delay paying us back? It is still as
:29:29. > :29:33.complicated as ever? The ADR was meant to bring back a new deal for
:29:34. > :29:38.consumers. While some consumers are settling these problems, many more
:29:39. > :29:44.are not. One of them is Kerry, what happened to you? We arrived at the
:29:45. > :29:48.airport last year to go on holiday and we had baggage issues so we
:29:49. > :29:54.missed the flight. When we came back, we complain to Ryanair and
:29:55. > :29:59.unable to resolve it with them. I went to the Civil Aviation Authority
:30:00. > :30:03.who pointed us towards the retail ombudsman. They then took five
:30:04. > :30:08.months to tell us they couldn't deal with the issue and go back to the
:30:09. > :30:12.Civil Aviation Authority. So it is still unresolved. Passed round the
:30:13. > :30:19.houses. The Civil Aviation Authority has become this new ADR. What do you
:30:20. > :30:26.think of this case? My view should be Kerry should go back to the civil
:30:27. > :30:29.Asia Asian authority -- Civil Aviation Authority because they are
:30:30. > :30:36.supposed to be there for consumers. Have you got that fight in you? I
:30:37. > :30:41.will carry on. The Civil Aviation Authority have said 9000 passengers
:30:42. > :30:46.have used ADR and 70% of cases have been resolved in the passenger's
:30:47. > :30:50.favour. It says most are dealt with within its time frames and is not
:30:51. > :30:55.aware of airlines systematically failing to pay compensation.
:30:56. > :30:58.Although in a small number of cases, things have taken longer wild things
:30:59. > :31:03.are matched up with the ADR services. The resolution business in
:31:04. > :31:09.Donald's Kays said all the airlines that are signed up are required to
:31:10. > :31:14.comply as its decisions. Occasionally problems occur when an
:31:15. > :31:18.airline experiences administrative difficulties, but it won't close a
:31:19. > :31:22.case until customers get their money. Thompson apologises to any
:31:23. > :31:27.customers experiencing a delay in receiving payment. It is contacting
:31:28. > :31:30.Donald directly and says it is fair and thorough in dealing with claims
:31:31. > :31:35.and processes them as fast as possible. As for Tara, it is not
:31:36. > :31:42.easy to get to the bottom of this. Ryanair said it is told as it is
:31:43. > :31:47.waiting for her it is for her to submit more information on the ADR.
:31:48. > :31:52.But in February, aviation ADR told Tara she had sent all the details
:31:53. > :31:56.needed. They have asked her to resubmit all her evidence, while at
:31:57. > :32:00.the same time, telling us it believes Ryanair is dealing with the
:32:01. > :32:06.case directly. Absolute chaos. It leaves Tara no closer to getting a
:32:07. > :32:11.decision. But aviation ADR told us it hasn't experienced any problems
:32:12. > :32:14.of airlines refusing to accept decisions or pay compensation. It
:32:15. > :32:21.says delays with that are more likely to be down to resourcing
:32:22. > :32:24.issues than deliberate. Kerry, in your case it said it was outside its
:32:25. > :32:28.jurisdiction, but it took awhile to establish that. They have said they
:32:29. > :32:30.have introduced an initial assessment team to confirm if cases
:32:31. > :32:35.are in its within 24 hours. But next - back to Rogue Traders -
:32:36. > :32:40.where we're chasing down a family group of tree surgeons who aren't
:32:41. > :32:42.worthy of the name. If these were real surgeons,
:32:43. > :32:44.one would be removing your gall bladder -
:32:45. > :32:55.while the other removes your purse. Bromley, Kent, England, Europe,
:32:56. > :33:00.controversial. We need to find out if eight years since we first
:33:01. > :33:04.crossed chainsaws with the Varey's they are still making life a misery
:33:05. > :33:10.in Kent and South London but first the setup. James is a proper tree
:33:11. > :33:21.surgeon, if you have a problem and no one can help, maybe... Oh, he's
:33:22. > :33:26.over there. How are you? Tell us about the garden. A little conifer
:33:27. > :33:34.we need to lift above a public footpath and a tree which needs to
:33:35. > :33:39.be taken out. Estimate of the cost? ?300 maximum. The actress is ready,
:33:40. > :33:47.we are set, a truck arrives and a man comes to our door, he is clearly
:33:48. > :33:55.a Varey. John Varey, identify yourself. Now you are not, you are
:33:56. > :34:02.John Varey of clan Varey. Here you are on the Facebook as such. False
:34:03. > :34:07.name, great start. Remember we are sick of the sycamore and some
:34:08. > :34:57.conifer branches need removing, James Penders says ?300 all in.
:34:58. > :35:20.And a little bit of BET fraud thrown in for good measure. Do not forget
:35:21. > :35:27.VAT is 10% so it should be ?210 off, not 50 quid, if that was an OK thing
:35:28. > :35:35.to do. Pat counts the cash, John Varey has a slash. He is having a
:35:36. > :35:41.weed by the car. That's a bit unpleasant. Relieved, it's now time
:35:42. > :35:45.to debrief the conifer tree. Cutting or the other one is underneath him.
:35:46. > :35:52.He's almost bashed his mate on the head. Single-handed chainsaw use on
:35:53. > :36:05.a ladder, no harness. It's like the circus. I can work.
:36:06. > :36:12.Active butchery number one, all the pedestrians and public walking
:36:13. > :36:19.through, using chainsaws and dropping stuff, it's a free for all.
:36:20. > :36:30.He's filling up a chainsaw with petrol whilst smoking a cigarette.
:36:31. > :36:37.Chainsaw, children, petrol and fags, not a good combination. He is stood
:36:38. > :36:49.up on the fence, no harness, no helmet. One-handed. Holding the PC
:36:50. > :36:53.is cutting. -- holding the peace that he is cutting. This is just a
:36:54. > :37:00.list of things not to do with the chainsaw. Cutting right in front of
:37:01. > :37:07.his face and neck. The chainsaw is off, it's fallen to the ground.
:37:08. > :37:12.Fallen down the side of the car. There you go, throw it over the
:37:13. > :37:19.fence without looking. Nice. Every single thing they are doing is just
:37:20. > :37:20.wrong. Surprisingly they finish the job without killing themselves, now
:37:21. > :37:58.it's time to pay. It is lucky the record this stuff.
:37:59. > :38:00.John takes the opportunity to swipe the flyer, why would he want to do
:38:01. > :38:12.that? With an extra 50 quid in his pocket
:38:13. > :38:19.John Varey makes like a tree and leaves. What do you make of that?
:38:20. > :38:24.Terrible, as expected, we saw straightaway overcharging, 45
:38:25. > :38:29.minutes work over ?1000. Then we have the danger, juggling chainsaws,
:38:30. > :38:34.pedestrians on the road, going around them working there, it is
:38:35. > :38:36.terrible. And then right at the end taking the flyer and you just know
:38:37. > :38:41.it's somebody who does not want to be caught or followed up, it's the
:38:42. > :38:49.sleight of hand, taking it off the table and out of there. You were
:38:50. > :38:52.with us in 2009 with Sean Varey and 2015 with Peter Varey, other
:38:53. > :38:59.similarities? It's the same thing, getting worse every single time.
:39:00. > :39:03.Thank you. You might be asking how big is this right now? I will see
:39:04. > :39:06.you in court. Or at least just outside.
:39:07. > :39:08.Yes, we just can't get enough of these dodgepots.
:39:09. > :39:11.We're getting back John Varey one more time to see
:39:12. > :39:13.if runs like the wind, or falls flat on his
:39:14. > :39:19.Before that - Nikki Fox - what's in the inbox?
:39:20. > :39:25.We have had a massive response to this story on smart meters safety,
:39:26. > :39:29.thank you for getting in touch. An e-mail from an electrician who has
:39:30. > :39:35.told us smart meter problems are becoming a big part of his
:39:36. > :39:39.call-outs, he regularly sees loose connections and dangerous problems.
:39:40. > :39:44.And reaction to the government statement confirming 18 incidents in
:39:45. > :39:52.the first half of the year, won the says three month a shocking figure
:39:53. > :39:56.and another saying it is 18 to many. Duncan on Twitter suggests suppliers
:39:57. > :40:00.send a second person afterwards to sign off installations and provide
:40:01. > :40:06.of mind. And Kirsty on Twitter has got ahead of the train hygiene film
:40:07. > :40:14.saying she is always happy getting on bossy and trains, always getting
:40:15. > :40:16.on dirty buses and trains but we pay so they should be clean. And we have
:40:17. > :40:19.not even done the item yet! Fares are at record
:40:20. > :40:21.highs, constant delays. Surely the rail companies
:40:22. > :40:31.can at least guarantee Judging by the messages and
:40:32. > :40:34.photographs frustrated travellers regularly put on social media it is
:40:35. > :40:39.clear we are not always impressed with the state of our trains.
:40:40. > :40:42.Obviously it passengers to leave things messy but it's the
:40:43. > :40:47.responsibility of the train companies to clean it all up. So how
:40:48. > :40:52.well do they do that? To find out our swab mob put them to the test
:40:53. > :40:58.and the hygiene expert Sylvia has joined me in an old school railway
:40:59. > :41:04.tearoom to analyse the results. What should customers reasonably expect
:41:05. > :41:07.when it comes to hygiene? Trains should be clean and hygienic
:41:08. > :41:12.especially for longer journeys where passengers might have to eat food or
:41:13. > :41:14.use facilities. We don't expect it to be perfect but we expect them to
:41:15. > :41:24.be regularly cleaned. We selected the three train
:41:25. > :41:28.operators UK passengers travelled furthest west, as part of their
:41:29. > :41:34.contracts all them make cleaning commitments. South West Trains...
:41:35. > :41:46.They also promise to clean their trains... Virgin Trains West Coast
:41:47. > :41:51.says... And Govia Thameslink who operate great Northern, tends link
:41:52. > :41:56.and the Gatwick Express promise... They even have a handy video guide
:41:57. > :42:01.to show how staff members are supposed to clean featuring Mary who
:42:02. > :42:06.appears to be some kind of sausage, very odd. We sent our swab mob on
:42:07. > :42:10.five journeys were age of the three operators. As well as looking for
:42:11. > :42:14.dirt they could see they took swab samples to test the bacteria that is
:42:15. > :42:19.not visible to the naked eye. Each train was tested at the beginning of
:42:20. > :42:23.its journey from a terminus station so right after staff had the
:42:24. > :42:33.opportunity to spruce things up. First up virgin West Coast. That is
:42:34. > :42:42.filthy. That is a Hoover isn't it. It is an easy fix. Is that a food
:42:43. > :42:47.bag in the toilet? Who been eating there? All five journeys turned up
:42:48. > :42:51.things which left us unimpressed, 30 seats and stained toilets. Dusty
:42:52. > :42:57.floors and rubbish. And on this train what appears to be dandruff on
:42:58. > :43:03.a headrest. I would not expect that, I would want that clean. Next up was
:43:04. > :43:07.Govia Thameslink, the first train we got on appeared clean but the second
:43:08. > :43:12.had dirty floors and deluded and look great either. There is virtue
:43:13. > :43:20.expect in a public toilet but that looks at its been built up, you can
:43:21. > :43:32.see it. Is that bad? Yes, that is unacceptable. Then, this. That is
:43:33. > :43:36.awful. Good companies would have a cleaning schedule in place, toilets
:43:37. > :43:42.checked every couple of hours and it's clean. They are letting
:43:43. > :43:47.passengers down. We found similar conditions on the other three trains
:43:48. > :43:52.as well. Finally South West Trains. On our first journey tray tables had
:43:53. > :43:57.liquid stains and the toilet was particularly dirty with stains on
:43:58. > :44:02.the buttons and sink. I would not want to take my children and they
:44:03. > :44:07.are. Back in the carriage we found old food on the floor presumably
:44:08. > :44:11.from the night before as not to many people eat chips at 9am when this
:44:12. > :44:17.was filmed. How they clean their trains every three hours is beyond
:44:18. > :44:20.me. We found mixed conditions on the other four journeys but one toilet
:44:21. > :44:27.showed obvious signs of a recent clean. What do you make of it all?
:44:28. > :44:31.What we have seen is quite disgusting, all the trains are not
:44:32. > :44:35.keeping their promise about keeping trains clean and hygienic for
:44:36. > :44:42.customers. We have seen such filth especially the cheers in the toilets
:44:43. > :44:46.in the food trays, it unacceptable. As well as those visual inspections
:44:47. > :44:50.are teams swapped several services on each train journey and sent the
:44:51. > :44:55.samples to an accredited microbiology lab for analysis. First
:44:56. > :44:59.up the carriage doors, an area most passengers will come into contact
:45:00. > :45:04.with. It was good news here, almost all of the samples from each company
:45:05. > :45:07.came back with the low bacteria count meaning they seem to have been
:45:08. > :45:12.cleaned well prior to the start of the journey. But it was a more mixed
:45:13. > :45:19.result when we tested the toilet door handle. Of the samples from her
:45:20. > :45:25.five virgin on the two were deemed to be clean. One was an clean and
:45:26. > :45:31.two classed as dirty. Go via Thames like a two clusters clean, one
:45:32. > :45:37.unclean and two very dirty. As for South West, three were listed as
:45:38. > :45:41.clean and two very dirty. What does that mean? The level of bacteria
:45:42. > :45:44.present indicates certain areas of the train have not been cleaned
:45:45. > :45:48.regularly. Even though it's not harmful it should not be showing at
:45:49. > :45:52.those high levels that is what not acceptable.
:45:53. > :46:00.Next on our list with a tray tables, an area you are likely to come into
:46:01. > :46:04.contact with if you are eating. The samples on all journeys on Virgin
:46:05. > :46:12.Trains and South West Trains came back with low levels of bacteria, an
:46:13. > :46:15.indication of good cleaning. On Govia Thameslink, three were also
:46:16. > :46:23.clean but the lab labelled one as dirty and the final one was not only
:46:24. > :46:30.dirty, it contained bacteria. How did it get onto the tray table, I
:46:31. > :46:34.don't want to ask? My best guesses when people go to the toilet, they
:46:35. > :46:38.don't wipe themselves properly, they don't wash their hands and then they
:46:39. > :46:45.go onto the train and they contaminate the worktop. Can there
:46:46. > :46:49.be problems from this bacteria? There can be, but if the train
:46:50. > :46:53.companies clean their trains as promised, there will be no risk to
:46:54. > :46:59.the customers. It is not acceptable and they need to do something about
:47:00. > :47:03.it. Well nothing we came across on the day travel presents any serious
:47:04. > :47:04.risk, it reinforces Sylvia's concerns that on-board cleanliness
:47:05. > :47:07.may not always be up to scratch. Each of the companies we tested has
:47:08. > :47:09.stressed their commitment to hygiene, and told us they clean
:47:10. > :47:12.all their trains overnight. Virgin Trains say independent
:47:13. > :47:14.surveys show 90% of its customers are completely satisfied
:47:15. > :47:18.with its cleanliness, and that the trains with a negative
:47:19. > :47:21.result on the toilet door handles had already been in
:47:22. > :47:23.service for many hours. South West Trains also told us
:47:24. > :47:26.the trains we tested had been in use for several hours,
:47:27. > :47:29.but said that many do get an extra clean after the morning rush -
:47:30. > :47:32.and that carrying hundreds of thousands of passengers
:47:33. > :47:37.a day inevitably has Finally, Govia Thameslink said
:47:38. > :47:43.it was disappointed some of its trains weren't up
:47:44. > :47:46.to standard, and it's reviewing It says it's teams give carriages
:47:47. > :47:52.an extra clean when trains turn around at main stations,
:47:53. > :47:55.but at busy times what they can do With me is Edward Welsh
:47:56. > :48:00.from the Rail Delivery Group, which speaks for
:48:01. > :48:11.the train companies. Thank you for coming in, presumably
:48:12. > :48:16.be paid for your train travel? You came from London Euston to
:48:17. > :48:21.Manchester, but that is a trip bank can cost over ?300 for the return.
:48:22. > :48:29.Why doesn't that buy me a clean toilet? Nobody likes to travel on a
:48:30. > :48:32.dirty train. Customers expect the highest cleanliness and hygiene.
:48:33. > :48:38.Train companies work hard to try to keep them clean, but we don't always
:48:39. > :48:42.get it right and we need to do more. This is beyond not getting it right.
:48:43. > :48:49.We saw filth which is not the result of just a few hours travel. That is
:48:50. > :48:54.not deep cleaning in the way these charter promises say they should.
:48:55. > :48:57.When Britain goes to sleep, thousands of rail workers worked
:48:58. > :49:01.through the night to clean every train. All the trains of these
:49:02. > :49:06.companies go back to the depot, sidings or the stations. The cubicle
:49:07. > :49:10.is washed, the toilet is cleaned, the sink is clean, the dryer is
:49:11. > :49:15.checked, the toilet paper is checked, sink is washed, the
:49:16. > :49:20.corridor is vacuumed, the seats are brushed... I will be honest with
:49:21. > :49:25.you, I travel on trains quite a lot and that is not uncommon what I am
:49:26. > :49:30.seeing. Those are not examples we have had to look hard for, so the
:49:31. > :49:36.things you are talking about, if they are happening, they are not
:49:37. > :49:39.working. Every night, thousands of workers worked through the night and
:49:40. > :49:43.then during the day, the trains are cleaned again, depending on where
:49:44. > :49:48.they are in the network. If they can't return to the depot, they are
:49:49. > :49:51.cleaned again. If they have a quick turnaround at their final
:49:52. > :49:56.destination, they have a quick tidy up and then get back into service.
:49:57. > :50:00.But you are right, more needs to be done. I have spoken to all the
:50:01. > :50:04.managers who are involved in these train companies and I can assure
:50:05. > :50:09.you, they are concerned about what you have found and they have
:50:10. > :50:13.reviewed their cleaning practices and looking to see if there can be
:50:14. > :50:18.improvements. So we will see changes? One company has made a
:50:19. > :50:21.point of telling their staff to take extra care when cleaning the toilet
:50:22. > :50:24.door handles. Next tonight - Steph's
:50:25. > :50:35.roaming along the beach. We talk about using the cost of your
:50:36. > :50:39.mobile phones abroad. How many here have had the big bill when they have
:50:40. > :50:46.come back from their holidays? A lot of people in that position. Last
:50:47. > :50:50.month, new rules came in meanie you can use your UK data allowance and
:50:51. > :50:54.text allowance are no extra cost. In Europe, you might be able to relax
:50:55. > :50:59.and not worry, but there are still a few things you need to watch out for
:51:00. > :51:02.if you are using your phone abroad. Ernest is a technology expert. We
:51:03. > :51:07.have been getting lots of questions and you have been answering them. We
:51:08. > :51:13.have had an e-mail from James Fellows who has an unlimited data
:51:14. > :51:19.package with Three, he went to Greece and then was surprised to get
:51:20. > :51:23.an ?80 charge. He said when he was near the border with Albania, his
:51:24. > :51:27.phone connected to an Albanian network which isn't in the EU, so
:51:28. > :51:35.how can you avoid this? Changer mobile from automatic selection onto
:51:36. > :51:39.manual selection. The next time it is low, it sticks with the network
:51:40. > :51:44.you are on and doesn't run any extra bills. Good news for James, we have
:51:45. > :51:50.contacted Three and they will refund his costs. Anna has a question for
:51:51. > :51:55.you, what is it? Hello, my daughter has gone to an EU country on holiday
:51:56. > :52:01.and she has been told she can use her bundle, but I cannot phone her
:52:02. > :52:06.fur free, why is that? When you're calling, whether inside or out of
:52:07. > :52:09.the UK, from the UK it is not roaming, it is an international
:52:10. > :52:14.call. As she is roaming, she can use her UK bundle differently. There are
:52:15. > :52:20.different packages you can get which reduces the cost of calling abroad.
:52:21. > :52:21.Thank you for your time. That from us here at Morecambe. Goodbye
:52:22. > :52:25.everyone. Goodbye. Back now to Rogue Traders -
:52:26. > :52:28.and the very hairy Vareys, a family of dangerous tree manglers
:52:29. > :52:30.and bush botherers who are mauling the Garden
:52:31. > :52:32.of England and South London. Put on your trainers
:52:33. > :52:45.and try to keep up. We have never seen the various
:52:46. > :52:49.varies before, but Peter and James were in court this year pleading
:52:50. > :52:52.guilty to six counts of fraud between them and they were joined by
:52:53. > :52:58.friends and relatives. Peter Varey now. Here comes the James
:52:59. > :53:06.Cunningham. And looking Wells was with them, it is our very own James.
:53:07. > :53:12.Sorry no, John Varey. That is right. And Sean, haven't seen you since
:53:13. > :53:17.2009. It is like a Who's Who of one trustworthy tree people. The good
:53:18. > :53:21.news is, Peter and James have supportive friends who are there for
:53:22. > :53:24.them. The bad news is, they could also be there for them when they
:53:25. > :53:31.come knocking on doors, hacking down trees and squeezing people for
:53:32. > :53:35.money. That means more leaflets and more heartache for people who make
:53:36. > :53:39.mistake and let them through the door. We call out John Varey again
:53:40. > :53:46.and we would like to explain that behaving like this is not OK. Early
:53:47. > :53:51.morning in Orpington and we are set and ready to see another Varey come
:53:52. > :53:58.down our garden path. This time, John Varey. The questions in my mind
:53:59. > :54:03.is, what is it like getting up every morning, knowing you will go and do
:54:04. > :54:07.shoddy work with a chainsaw and charge ridiculous sum of money?
:54:08. > :54:14.Before we know it, here comes the van and the man. John Varey on the
:54:15. > :54:23.scene. Hello. Are you doing. Some stuff round the back, be careful...
:54:24. > :54:27.BBC Rogue Traders, how are you doing, John. It seems like the first
:54:28. > :54:35.name will vary, but nothing else, does it. The first name will vary,
:54:36. > :54:49.but nothing else. The M mode is the same. Round and round the garden,
:54:50. > :54:54.like a teddy bear. One step, two step, I think we tickled him under
:54:55. > :55:01.there. What ever your beliefs, never give any credence to Vareys at the
:55:02. > :55:03.bottom of your garden. John Varey has a phone
:55:04. > :55:20.so I gave him a call. Hello. Is that John? This is James.
:55:21. > :55:25.Call yourself James, but you are John Varey. We didn't get time to
:55:26. > :55:30.talk because you ran round your van. We have a lot to talk about, the
:55:31. > :55:37.ridiculous charges you made for the work you did, ?1050 for 50 minutes
:55:38. > :55:44.work. It is ridiculous. What do you want me to do? You can give us our
:55:45. > :55:48.money back. The real problem is, you are part of a family we have now
:55:49. > :55:56.featured three times and Rogue Traders. You don't know those guys
:55:57. > :56:08.at all? You have never met them? You don't know Peter Varey? Sean vary,
:56:09. > :56:12.you have never met him? The thing that you have in common is the way
:56:13. > :56:25.that you do your work, the ridiculous charges you make.
:56:26. > :56:33.We have cleared that bit up. Now we are talking about the way you are
:56:34. > :56:37.messing around with chainsaws and you are not ripping off the area
:56:38. > :56:44.where you are working. Someone is going to get hurt. If you say that
:56:45. > :56:48.is just the way you work, that doesn't cover it. You will hurt
:56:49. > :56:49.somebody, whether it is your selves or members of the public, it is
:56:50. > :56:51.unacceptable. Now you'll recall we saw
:56:52. > :56:53.the whole gang Peter, And last week after pleading guilty
:56:54. > :56:57.to fraud Peter Varey got three years and James Cunningham was given a two
:56:58. > :57:00.year suspended sentence. Meanwhile if you've see
:57:01. > :57:02.James Doyle the one we call Jimmy Fiddler or Tinkerbell,
:57:03. > :57:05.the Police would like to speak Contact Crimestoppers anonymously
:57:06. > :57:18.on 0800 555 111 - or online. I love it when you go
:57:19. > :57:21.all Crimewatch. Don't forget if you've got a story
:57:22. > :57:23.you'd like us to investigate, the details of how to get in touch
:57:24. > :57:26.are on screen. And thanks for all the comments
:57:27. > :57:37.you've sent while we've A lot of you have been getting in
:57:38. > :57:41.touch about your flight delay, getting the money back. Sarah Guyot
:57:42. > :57:47.into a chant said it has taken three years to get compensation after a 23
:57:48. > :57:51.Raqqa 24 hour delay. Maureen has asked how to apply for compensation.
:57:52. > :57:56.Your first port of call is always the airline. Try them first and then
:57:57. > :58:00.go to a ADR if you have no luck. James on Twitter is delighted we
:58:01. > :58:06.told him, the airline and airport he is flying from in two weeks has the
:58:07. > :58:14.highest run of delays in the last year. If you have no joys, get in
:58:15. > :58:17.touch with us. Ian Brown says, catch a train in Japan, they are sparkling
:58:18. > :58:22.clean and they carry more passengers. Thank you, Nikki.
:58:23. > :58:25.We're back to Wednesday at 8 next week.
:58:26. > :58:27.When Ricky Wilson from the Kaiser Chiefs
:58:28. > :58:35.Steph will be joining us in the studio as well.
:58:36. > :58:39.We know how much that gets your goat and guess what he feels the same.
:58:40. > :58:45.Bye! Bye!