Episode 5 X-Ray

I'm Rhodri Owen. I'm Lucy Owen. You're watching X-Ray. This man

ended up thousands in debts after taking up an offer from this

finance company. Why does millionaire boxer Joe Calzaghe

continue to back them? Flooding has been causing heartbreak for

families in mid-Wales. Now they could be getting a shock from their

insurance company. And Harveys, the furniture store, blames a

customer's heat oil for this damage. Hello, tonight we're in Aberystwyth.

These sun is shining. We had better make the most of it. And later on

we're also going to be hearing more about damp of a different kind.

Damp caused by cavity wall insulation. Lots of you have been

in touch since we investigated the issue a few weeks ago. More on that

later. But first, a company that we've featured before on X-Ray.

It's a company which enjoy the backing of millionaire boxing

champion Joe Calzaghe. But it's also a company which got one boxing

mad pensioner deep into debt. They say they'll fight your corner

to reclaim your payment protection insurance, or PPI. And they've got

friends in high places. Boxing legend Joe Calzaghe is the public

face of We Fight Any Claim. With a successful sportsman fronting their

campaigns, the Cwmbran based company certainly seems to be

punching above its weight. Their adverts are all over the radio.

Fight Any Claim we claims thousands of pounds of Miss sold pp I...

their customer service won't win any prizes. Back in March, we met

two customers who'd paid huge up- front fees to the company even

though they were sure they'd never had PPI! Yvonne Westmacott paid

�2,800. Ceri Evans paid �700 in upfront fees. But 18 months on,

there was no sign of a payout. We got their money back for them. It

turned out We Fight Any Claims was part of a controversial group of

companies. The man in charge, Simon Chorlton, also ran Yes Loans, until

the Office of Fair Trading closed it down for deceitful and

oppressive business practices. Now we've had more complaints from

customers of We Fight Any Claim. But one case shocked us more than

The case of Brian Beese. As a young man, Brian was a keen boxer and

followed the sport throughout his life, as son Bill recalls. He was

quite competitive with his amateur boxing, had a couple of fights. One

time, he actually fought for the Welsh Boxing Amateur Association.

Good grief. So what was it that he did? He started as a mechanic in

the mines and went on to become a toolmaker and in around 1980 he

retired through ill health. March this year, aged 70, Brian

passed away. Only then did son Bill begin to uncover the sad truth

about his father's dealings with We Fight Any Claim. At the end of 2010,

We Fight Any Claim cold-called Brian, telling him he could get

almost �17,000 back for mis-sold PPI. But there was a catch - he'd

have to pay 30% of this upfront. How much did he pay to them?

think it was just under �5,600. Gosh, that's a huge amount of money,

isn't it? Had no disposable income and the only way he could get it is

through Caddick cards, and he thought you did for his

grandchildren. With his boxing hero Joe Calzaghe fronting the show,

Brian went for the company's sales patter. But Brian didn't have the

money to pay the huge upfront fee. So We Fight Any Claim persuaded the

pensioner to go into debt, using his credit card. Months went by

with no sign of a payout. And the interest on Brian's card was

mounting. I feel really angry. My father is paying roughly 150-�200

per month out of his state pension, but what was happening then,

because of the spiralling debt problem, he would then go down at

the credit card, so he was never reducing his dead. -- his debt.

Last December, a whole year after he paid his fee, We Fight Any Claim

admitted there was no PPI on one of Brian's credit cards. They refunded

�1,600 but still had almost �4,000 of his money. He certainly would

have been stressed out about it because he was never a person to be

in debt. Do you think your dad was actually chasing them to find out

where this money was? I think it was on a weekly basis he was

phoning them and asking them to account for the money and where it

was. With the stress and high blood pressure, it could have been a

contributory factor to the illness he suffered when he passed away.

Over the last few months, Bill has been struggling to sort out his

father's finances. I have been trying to work out what has been

going on with this company. And to try to work out something and see

what has gone on. We contacted the company, in an effort to track down

Brian's money. We Fight Any Claim say that two of Brian's claims have

been successful. One for �430 and one for just �20. Hardly the

�17,000 they predicted. But in the circumstances, they have agreed to

refund the rest of Brian's money, almost �4,000. How do you feel now

then about everything that's happened? Does very much is a

bittersweet experience for myself. Pesch This is remote. It is nice to

have my father's money back, but I've also reform my father. I want

to make people aware of how vicious these people are and what they will

do to get your money. That's such a sad story. It is. But,

thankfully, we managed to get them their money back. We also

understand that the company no longer take upfront fees from

customers. But Joe Calzaghe's been less forthcoming. Despite our best

efforts to contact him, he has been very reluctant to answer our

questions. We did speak to his father and former trainer, Enzo,

who confirmed that Joe is paid to endorse the company. But has never

looked into their business practices. And it doesn't sound

like he's in much of a hurry to do Now, If you've got anything you'd

like us to investigate get in touch, our number is 03703 334 334. Don't

forget to include a phone number so we can get back to you. Or, if you

prefer, you can email. The address is [email protected].

When nurse Gill Johnson splashed out on a new floor for her home,

she thought it would be able to Hello, I am having a problem with

my tiles. Two months after fitting them they started to pit, little

black holes appearing all over them and I am wondering if X-Ray can

Gill spent �300 at Topps Tiles in Flint new tiles for her hallway.

Hang on, Topps Tiles, shouldn't that mean they sell top tiles with

a top class service? Hmm, let's see. Hi, Gill. Lovely to see you. Your

cottage is absolutely gorgeous. So, Gill, why did you decide that you

wanted a new floor? Because we had had carpet down and changed it two

or three times but with the dogs in and out all the time and

continually getting covered in hairs, I just wanted something that

was going to be easy to clean. Something that was going to be

permanent. And you went to Topps Tiles? Yes. Simply because they

have quite a large store quite close to us, so it was convenient

to go to Flint. And did you tell the sales staff where the tiles

would be laid? Yes, I explained to them that it was going to be quite

a high traffic area anyway. And what did they say about that? No

problem. Didn't mention that they were only suitable for low traffic

areas. So, you left there very happy with your purchase? Yes,

absolutely. So what went happened? Well, we were delighted when we put

them down. They looked lovely for about two months and then little

holes started appearing in them, just in particular where we walked.

And so did you get back in touch with Topps Tiles? I did, I went

back to complain to them. And when I spoke to the salesperson there,

his first words were, "Oh, yes, they are inclined to pit." And I

said nobody mentioned it to us. And he said, well, there's a notice on

them saying honed and filled. didn't even see the notice but it

wouldn't have meant anything to me anyway. It didn't explain anything.

After Gill and her husband Steve complained, Topps Tiles sent out a

tradesman to fill the holes and get them back to their former glory.

But two months later they were writing to the company again after

the filler turned an unsightly black. So this is the flooring

then? Yes, just there really is one of the worst ones. Let me have a

look at that. So this is the pitting you have been talking

about? That's right. And some of them are really quite deep. Oh, yes,

you can feel them. And they are very visible, aren't they, too? And

this isn't how it should look at all. No, well if you lift the

carpet, this is where the dogs lie, underneath where it has been

covered is absolutely fine. Gill, what would you like me to try

and do? I'd love you to get me some new tiles. I'm on the case! Now,

here's a good tip for you. According to the law, anything you

buy from a shop must be fit for purpose. So, basically, it should

do the job it's described to do. Gill says she made it very clear to

Topps Tiles she needed a floor that could withstand a lot of walking.

So we got in touch with the company who told us they think Gill was

sold the right tiles but they needed regular maintenance to keep

them looking good and a leaflet telling customers this was

displayed in the shop. But Topps Tiles admits that Gill was given

poor customer service and in the spirit of good will, they're

prepared to replace the tiles free of charge. Thanks. Topps Tiles are

going to replace all that whilst completely. And that is another

case closed. Another great result. Hopefully,

Gill's floor will soon be looking as good as new. Now, a few weeks

ago we carried out a major undercover investigation into the

way cavity wall insulation companies operate in Wales. Yes, we

wanted to know what kind of advice the insulation companies would give

us when we invited them to a house which was totally unsuitable.

An expert surveyor had told us that this house in Rhoose near Barry

would be damp within months if the wall cavities were filled with

So we rigged the house with hidden cameras. Then we invited some

leading insulation companies to carry out a survey. Only one

advised against getting the insulation. One of them, the Mark

Group, was particularly keen to sign us up. There's no chance of

this wool stuff making our house damp? No, absolutely. You won't

have a problem with it. It's guaranteed. Well, since we showed

that investigation, lots of you have been in touch. One or two of

you have said you are completely happy with your insulation and we

should emphasise that for most houses, it works really well.

many of you have had terrible experiences. Julian Dyer from

Swansea says his living room used to look like this. But since he had

cavity wall insulation in 2010, he's had to redecorate four times

and it's still a mess. Mark and Jeanette Jeffery from Barry had to

have their insulation removed but the damp problem is still there.

And Juliet Lewis from Bettws near Newport has also been in touch. She

says the paint on her walls has been cracking and falling off since

her landlord had cavity wall insulation two years ago.

While the sun is shining here in Aberystwyth today, just a few weeks

ago, heavy rain caused flash flooding in villages not far from

here. Since then, all those families who were affected have had

to start rebuilding their lives. The flooding this weekend may have

missed Wales, but the effects of last month's rain are still being

felt around Aberystwyth. A month's rain fell in 24 hours and

parts of the area were under five feet of water.

They are still clearing up and today Prince Charles was visiting

victims. Some people have lost everything

and have no hope of getting it back, because they were not insured.

People like Marian Erskine and her family.

So this is it, home sweet home? Yes, it was.

So shall we go and have a look? The first thing that hits you is

the smell. That musty damp smell.

Oh, look at it. Oh, Marian, it must be horrible for

you seeing it like this. It is very sad.

Were you insured? What happened on the D of the flops? I was watching

on the television never knowing what would happen to us. The water

came up through the floor. It was totally unexpected. And where you

insured? No, we could not afford it, with

the cost of the gas and electric going up.

We did not have enough money to pay for insurance.

Marian is now living on a friend's sofa. One of her sons is sleeping

in a car, with the family dog. But there are some who did have

cover, but will not claim, because the excess on their policies was so

high. We have heard about one man from

Talybont, just up the road from Marian.

Now, he could afford to do the right thing and got insurance.

But now he can not claim on it, because his excess is a staggering

�7,500. And his furniture just was not

worth that. These are not isolated cases.

And it looks like more people in areas like this could be priced out

of the insurance market. I have been getting insurance

quotes for a number of addresses in areas hit by June's floods.

Some truly astonishing results here. When we said the addresses had not

flooded, we got dozens of quotes, starting at about �150 a go.

But when we said the same properties had flooded, we only got

one quote and the premiums were starting at over �500 each.

That is a price rise of more than 350%.

I think it is clear why some people just cannot afford to get insurance.

In fact, the charity National Flood Forum are calling for a radical

overhaul of the entire insurance industry, to make sure people in

flood-hit areas can still afford to insure their homes.

At the Riverside Caravan Park, they are still clearing up after the

floods. Dave Edwards was here when the

water swept through. So what was it like on the night it

happened? It was just horrendous. We were

here with four children and we were just focused on getting them out.

It was coming in from that diection and that direction.

He had insurance to cover his losses, but others were not so

lucky. Park owner Stephen South shows me

around. Oh, Steve, it is heartbreaking

seeing this. Yes, it is pretty devastating.

And you see remnants of happy times, happy holidays - kids' footballs

and rugby balls. Shall we clear some of this out?

Yeah, yeah. This family came from the Midlands.

They had, or they have got, a disabled son. He used to love to

come down here. Were they insured for this?

Unfortunately, no, they were not. Some of the touring caravans were

not insured, but Stephen helps insure the static caravans on the

site. A big hike in premiums could be

catastrophic. If your insurance went up 300% for

this site, would you be able to continue with your business?

No, no, it would be impossible, really.

And how does that make you feel? Well, it is 23 years of a business

gone down the pan. Sweat and tears and it has all come

to nothing, pretty well. It has been a really tough time for

those affected by the floods and the possibility of rising insurance

costs is not going to help. So what do the people around here think?

think it is something that reinsurance companies just try and

get out of pain for staff. If you pay your insurance, they should pay

out. It is just one of these things, but I do not think people should

have to pay more. Ensure in scum is a there to make sure everything is

sorted out afterwards, but they are also a profit-making industry, so

the are not going to take met when the sort of things happen. 35 years

he are saying was the last time that flooded and they're going to

charge people extra for that. They should accept it. That is what you

pay insurance for at the end of the day.

Lots of strong opinions there. But there is some good news for

those affected. This shop has been opened for

people to donate household goods and Hazel Lloyd Lubran is one of

the volunteers. All of the volunteers have donated a huge

amount. We have been inundated with everything you could imagine for

you're house. We have clothing, shoes, Brading, towels. The second

shop floor is absolutely full of stuff - Ted's toys, books, DVDs.

there is a warehouse? Yes, there is a warehouse full of white goods. We

have actually had to stop taking donations because we do not have

many more space for them. A Hazell, if they can interrupt you for a

minute. You have been helping co- ordinate all this. The their

families and couples who have lost everything, who are having to be

rehoused and B are wanting to help them carry on from day to day.

Thank you. Next, we thought we had heard every excuse in the book from

furniture companies about why their sofas may not be up to scratch. But

this is the weirdest one we have come across. Rhodri has got the

There are a few reasons why you might not want too much grease in

your hair, but I have never heard of one like this before.

Graham Walters from Tongwynlais is a man with a fine head of hair. But

recently he feels it has come in for some unjustified criticism.

I have had the same hairdresser for 20 years and she has said that I do

not have greasy hair! But it is not Graham's hairdresser

who has got a problem with his luscious locks - it is the people

that sold him his settee! Hiya, how are you doing? Nice to

see you. Graham and his wife Jean paid

almost �1,200 for two sofas from Harvey The Furniture Store in

Cardiff in August 2010. They were delivered in December

that year. The couple also bought an additional leather care policy

for �185 and a leather care kit for �40.

Jean was meticulous about looking after her new suite.

So when did you first notice that there was a problem with it?

About 13 months after we purchased it, I happened to notice a little

orange speck on the headrest. And as Jean tried to maintain her

sofa, the problem just got worse. You could feel the leather coming

away, you know. I agreed with him there was

something wrong and, as he says, it was getting bigger and bigger.

After the couple complained to Harvey's, they sent a

representative round to inspect the sofa and he came up with a

surprising cause for the problems they had had.

They wrote back to us and said it looked very much like it was hair

oil. That was natural and that it was not a manufacturing fault.

You must have been shocked at these responses?

They do not know me, they have not seen me, so how can they say this?

Jean and Graham insist they are always sitting in different seats.

If there was a problem with head oil, it would affect all the

headrests, not just the one that is They called in a leather expert,

Keith Gibson, an independent furniture specialist. He has been

in the business 35 years. After inspecting their suite, Keith

has got a different take on what has caused the problems.

Keith, you have had a good look at the sofa here. What are your

thoughts on what you have seen? Harveys said to Mr Walters that

there is a build-up of grease. This is just a cloth. I have wiped this

leather here and you can see there is no grease on my cloth at all,

yet the leather itself is still just peeling away, effortlessly.

So it's a breakdown of sealant. I believe it is done in the

manufacturing stage, where there has not been enough sealant put on

the product. And the only way to rectify it is

to reseal the leather. Unfortunately for Jean and Graham,

Harvey's will not accept Keith's findings, because he is not VAT

registered! What does he make of that?

No, I am not VAT registered, but I do have qualifications.

I got Distinction in City & Guilds, I did a five-year apprenticeship

and so forth. I have been the sole upholsterer

for numerous companies and my expertise in this range should

qualify me to come out and look at this leather and say what is wrong

with it. Harvey's own video shows their

factory in Bridgend. They say the leather is checked

before being made into covers, but Jean and Graham do not think the

quality control process was up to scratch on their sofa.

The company claims each item made in Bridgend is checked before being

dispatched. But John and Jenny Day from Cwmbran

have had that sinking feeling since they received their suite last

November. I went to see for myself. Sit down and try. You will find it

very soft, very dippy. I can tell it straight away. At the

back here, isn't it? Completely dips right down.

I can feel a big metal bar, as well. Yeah, a lot of squeaking there.

That is really quite soft again, that is.

Very soft. Whoa! That's right down, that is. I

hit something hard at the bottom there, as well.

Yeah, a lot of squeaking there. That would drive me bonkers.

It does, yeah. And, finally, this must be the

worst. Completely sunk down in this one.

John has been trying to sort things out with Harvey's and says even the

rep they sent to examine the sofa did find faults.

But the company now claims the suite is "within the manufacturing

tolerance", whatever that means. How has this left you feeling?

I would like them to take it back and give us a refund on the money,

because I would never feel safe having anything off them again.

I do not want to go through this again, I have had enough.

What would you like to do with the sofa, if money was no object?

I would burn it. Definitely burn it. Get rid of it, you know, and that

is an end of it and it has gone then - out of the way.

Some very unhappy customers there. Absolutely. And we put all the

points about the hair oils and the sinking sofa to Harveys and they

just refused to make any comment at all. Not very impressive.

Now, last week, you might remember we were in Tenby, where hardly

anyone could tell a fake pound coin from a real one.

Well, this week, we have got some more fakes, This time it is make-up.

A woman from Gilwern in Monmouthshire was selling this fake

Max Factor mascara on eBay. This is the fake, which she was

selling for a fiver. And this is the real thing, which

you can buy on the high street for just a few quid more.

The packaging on the fake does look pretty convincing.

Yes, but Powys Trading Standards found the stuff inside contained

high levels of lead, which is obviously not going to do you any

good at all. Leanne Wetheim, who was selling the

mascara and other fake make-up, has now been brought to justice.

She has been given an eight-month suspended prison sentence and 160

hours community service. But it goes to show how careful you

have to be when you are bargain hunting.

And that is all we have got time for this week.

If there is anything you want us to investigate, call 03703 334 334.

And please include a daytime number, so we can get back to you.

Or you can e-mail us on [email protected].

And you can follow us on Twitter @bbcxray.

Next week, with the terrible weather we are having, a timeshare