:00:00. > :00:12.Have you been ripped off? Conned? Or just short changed? We're here to
:00:13. > :00:23.fight for your rights. Spotting the latest scams and making sure you
:00:24. > :00:26.make the most of your money. Exposing the rogues, confronting the
:00:27. > :00:40.conmen - we're here to help you fight back.
:00:41. > :00:49.After the storms, the clear up. What does it all mean for your insurance?
:00:50. > :00:53.We have had three floods since Christmas. So if I claim for the
:00:54. > :00:57.three times, they are not going to insure me again. We are going to be
:00:58. > :01:03.looking at those extra fees that budget airlines charge, especially
:01:04. > :01:05.when it comes to these. Ole senor - the Welsh lads who ended up with a
:01:06. > :01:16.very Latin identity crisis. But first, the clear up is underway
:01:17. > :01:19.following the massive winter storms. There's going to be some big
:01:20. > :01:22.insurance claims and homeowners are worried that they'll struggle to
:01:23. > :01:27.find affordable insurance again. Lucy's been investigating.
:01:28. > :01:32.The wild winter weather has brought misery for many in Wales with high
:01:33. > :01:39.winds and flooding wrecking homes and damaging property.
:01:40. > :01:45.Here on Aberystwyth seafront, evidence of the storms is still
:01:46. > :01:51.plain to see. Huge piles of sand thrown up onto the seafront by
:01:52. > :01:54.massive waves. Across Wales, the personal cost in terms of wrecked
:01:55. > :02:05.homes and ruined possessions is impossible to measure.
:02:06. > :02:08.People here have still got sandbags out to protect themselves, but once
:02:09. > :02:11.the immediate risk subsides, they'll be asking the question, will I be
:02:12. > :02:21.able to get affordable insurance cover in case this happens again?
:02:22. > :02:28.This isn't the first time that this part of Wales has been hit by freak
:02:29. > :02:38.weather. In 2012, nearby communities suffered major floods.
:02:39. > :02:43.I'm heading back to the scene of those devastating floods to meet
:02:44. > :02:44.homeowners who had radically different experiences of getting
:02:45. > :02:56.insurance after making major claims. I'm coming to Llanbadam Fawr, where
:02:57. > :03:02.memories of the floods are still raw for neighbours
:03:03. > :03:08.The water came down from the mountains, filled this field, and
:03:09. > :03:12.the water gushed across the road. In about 20 minutes, these 26 houses in
:03:13. > :03:18.these two estates were completely flooded. You are helpless to do
:03:19. > :03:22.anything about it so it doesn't matter how many sandbags or whatever
:03:23. > :03:27.we put up to try to save our properties, it was just an
:03:28. > :03:35.impossible task. We were in about three feet of water. We were up to
:03:36. > :03:37.above my knees. I changed into my shorts and even the water was
:03:38. > :03:53.reaching my shorts. It just came up through the floor.
:03:54. > :03:57.We've got a suspended floor so it went in through the airbricks and
:03:58. > :04:03.just came up through the floor. The water came to the top of the steps.
:04:04. > :04:07.I did dinner and the wife went to bed and I was having a kip and all
:04:08. > :04:16.of a sudden my feet were cold. And when I opened my eyes, it was right
:04:17. > :04:21.throughout the house. The houses have all now been repaired but the
:04:22. > :04:29.costs were massive. These houses flooded to the same level. You would
:04:30. > :04:32.expect them all to be treated equally by their insurance
:04:33. > :04:39.companies. But that wasn't the case. Well, check this out, their claims
:04:40. > :04:46.were much the same. Gareth claimed over ?60,000. His next door
:04:47. > :04:49.neighbour, Hefin, says his claim was nearly ?48,000. But it was a
:04:50. > :04:55.different story with the premiums. Gareth's went up 11%. Hefin's went
:04:56. > :05:02.up by a whopping 44%. But the big shock was the excess. Gareth's
:05:03. > :05:05.excess stayed at ?75. Hefin's new flood excess was a massive ?5,000.
:05:06. > :05:09.Hefin's insurance company, Barclays, is unapologetic, saying they had
:05:10. > :05:15.reassessed the risks in the wake of the floods. But he can't understand
:05:16. > :05:23.why it was just him. I talked to my neighbours and none of them had had
:05:24. > :05:26.an increase. I tried six different companies to insure my house and as
:05:27. > :05:32.soon as they heard about the flooding, not one of them was
:05:33. > :05:39.interested. So what was it like having that ?5,000 excess hanging
:05:40. > :05:47.over your head? I thought, flippin' heck. A ?5,000 excess would have
:05:48. > :05:50.killed me. Hefin hopes he'll never have to experience this kind of
:05:51. > :05:53.flooding again, but across Wales there are people facing the
:05:54. > :06:00.frightening prospect of not getting any flood insurance at all.
:06:01. > :06:03.When Howard and Elaine Baker's pub in Crickhowell flooded in 2002, it
:06:04. > :06:12.was a major insurance claim. And the water was in again this
:06:13. > :06:17.Christmas, flooding the beer cellar and closing the pub.
:06:18. > :06:23.This is the water being pumped out of the pub and we are trying to get
:06:24. > :06:29.an even balance to the water coming in to the water coming out.
:06:30. > :06:37.The cellar is below river level. There's about ?2,000 of stock down
:06:38. > :06:41.there at any one go. If you consider that I have been flooded three times
:06:42. > :06:46.in the last six weeks, it's a lot of money to have floating about there,
:06:47. > :06:50.you know? Howard's suffered thousands of pounds in losses, but
:06:51. > :06:55.is too afraid to make a claim on his insurance. We've had three floods
:06:56. > :06:59.since Christmas. If I claimed for the three times, they would never
:07:00. > :07:04.insure me again. We're better off waiting for the big one, then we'll
:07:05. > :07:11.have to make our claim. It's been a really difficult time.
:07:12. > :07:15.Luckily for Heiyn, he has now been able to find cheaper insurance by
:07:16. > :07:21.shopping around. Paul Hendy is from the National Flood Forum. It's good
:07:22. > :07:24.to see you, Paul. It's definitely worth people shopping around, isn't
:07:25. > :07:27.it? It's absolutely essential. Shop around. Speak to insurance brokers.
:07:28. > :07:32.They will have contacts in the industry. Don't deal with Internet
:07:33. > :07:36.websites, go directly to insurance companies and speak to them. It may
:07:37. > :07:40.be that they will have to refer to underwriters to see if they are
:07:41. > :07:43.willing to take the risk, but more importantly look at what you can do
:07:44. > :07:46.yourself to protect your own property against flooding. That will
:07:47. > :07:49.reduce risk and also enable your property to be more easily covered
:07:50. > :07:53.by insurance. So could we find that all our insurance premiums are going
:07:54. > :07:56.to go up to cover the costs? Indirectly, yes, they are. Although,
:07:57. > :07:59.most insurance companies in the competitive field will try to keep
:08:00. > :08:03.insurance premiums down, but when you've got a big hit like you've got
:08:04. > :08:06.at the moment with the number of flooded properties, you've got a
:08:07. > :08:10.situation now where insurance companies will want to recover some
:08:11. > :08:12.of those losses and as a result of that, inevitable some premiums will
:08:13. > :08:17.of those losses and as a result of go up. So when is that likely to
:08:18. > :08:21.happen? We are looking probably at the next couple of years. The
:08:22. > :08:24.government have brought out in consultation with the insurance
:08:25. > :08:30.industry a new scheme called Flood Re. It will be funded by a levy on
:08:31. > :08:34.every insurance company. People will pay about ?10 a year in to a central
:08:35. > :08:38.pot, where if there is a major claim, then the funding of the
:08:39. > :08:44.repairs will come out of the pot as well as being partly met by the
:08:45. > :08:49.insurance industry. Paul, thank you very much.
:08:50. > :08:52.A few weeks ago we confronted a garage owner in Cwmbran who made a
:08:53. > :08:55.habit of flogging faulty cars before turning nasty when his customers
:08:56. > :09:01.tried to complain. Well, it seems we hadn't heard the worst of it.
:09:02. > :09:06.He's the garage owner with an interesting style of customer
:09:07. > :09:11.service. Rob Knight. Abusive, threatening, very aggressive. He was
:09:12. > :09:16.just swinging his arms everywhere, shouting and screaming.
:09:17. > :09:23.Rob Knight, why are you running away? Why do you abuse and threaten
:09:24. > :09:29.your customers when they return your faulty cars?
:09:30. > :09:35.He said, "You can either come up here and sort me out or me and the
:09:36. > :09:39.boys can come to your house and we'll sort you out." When he was
:09:40. > :09:47.faced with our questions, his bravado seemed to disappear.
:09:48. > :09:50.Although his staff had no problems about manhandling our camera crew.
:09:51. > :09:55.Why don't you just come here and talk? When we first reported on RK
:09:56. > :10:00.Trade Centre in Cwmbran, another unhappy customer Louise Holmes was
:10:01. > :10:10.watching. That's my car. There it is. Louise hadn't seen her car for
:10:11. > :10:14.weeks after being on the receiving end of Rob Knight's special brand of
:10:15. > :10:18.customer service. She'd returned it to RK Trade Centre hoping to get the
:10:19. > :10:23.gears repaired. Rob Knight said he would help, but instead kept it at
:10:24. > :10:29.the garage. I'm just really upset and angry that he's got my money and
:10:30. > :10:32.my car and my logbook. When Louise tried to ask for her money back, Mr
:10:33. > :10:37.Knight issued the most chilling threat we've ever come across.
:10:38. > :10:41.Remember, I know where you live. I know that you're there on your own
:10:42. > :10:46.at night. I'm going to smash your face in. I'm going to smash your
:10:47. > :10:49.husband's face in. Terrified Louise never returned. She says she's still
:10:50. > :10:52.owed around ?800. I've been really stressed out and quite anxious
:10:53. > :10:58.because he knows where I live and he's made threats to come and visit
:10:59. > :11:06.me in the night. He's a horrible nasty man and he seems to get away
:11:07. > :11:10.with it. People are scared of him. Well, Rob Knight may not be getting
:11:11. > :11:13.away with it for much longer. Trading Standards are now
:11:14. > :11:17.investigating. Rob Knight's refusing to comment while that's going on. We
:11:18. > :11:21.will keep you posted with any developments.
:11:22. > :11:26.If you have anything you'd like us to investigate, get in touch. You
:11:27. > :11:31.can call us on 03703 334 334 or drop us an email, x-ray@bbc.co.uk or why
:11:32. > :11:35.not send us a tweet? Still to come, she won a work-out in
:11:36. > :11:41.the sun, but ended up hundreds of pounds out of pocket.
:11:42. > :11:45.Now, if you're looking to go abroad for a break, then booking your
:11:46. > :11:49.flights on the Internet can be a great way to bag a cheap deal, but
:11:50. > :11:58.you've got to be careful who you're dealing with.
:11:59. > :12:05.At this time of year, we could all do with something to warm the blood.
:12:06. > :12:09.And when four friends won a week away at a villa in the sun, he and
:12:10. > :12:11.his friends were delighted. But a mistake with their booking meant
:12:12. > :12:16.three of the lads mysteriously turned into passengers with very
:12:17. > :12:21.Spanish sounding names. Ole! Tell me how this all started, then. I won a
:12:22. > :12:26.week's accommodation in Portugal in a charity raffle in work. I was
:12:27. > :12:30.ecstatic. I thought, not only did I think I had an opportunity for
:12:31. > :12:34.myself to have a cheap holiday, but also my mates, obviously. Alex and
:12:35. > :12:36.his mates, who all met when they were at school in
:12:37. > :12:40.his mates, who all met when they wait to go. They got straight
:12:41. > :12:43.online, looking for flights with low-cost airline Ryanair. But when
:12:44. > :12:49.the flight confirmations arrived, they had a big surprise. On the one
:12:50. > :12:52.going out it had all the correct time, correct flight number, correct
:12:53. > :12:57.names and everything, all three bags that we were taking with us. And
:12:58. > :13:01.then on the return flight, it had my mate Nick, who's coming with us, it
:13:02. > :13:06.had his name and it had Spanish people's names on there. Instead of
:13:07. > :13:13.Alex, Luke and Adam, the return flights were booked in the names of
:13:14. > :13:18.Rosa, Fernando and Elena. Ole! What did you think when you saw these
:13:19. > :13:21.Spanish names on the email? I only filled out one form for both flight
:13:22. > :13:26.so I don't understand how the names could be right on the one flight and
:13:27. > :13:30.not the other. How it could be my fault if I filled out one form for
:13:31. > :13:32.both flights. It doesn't make any sense.
:13:33. > :13:39.But when Alex rang Ryanair to sort it out. He didn't get the answers he
:13:40. > :13:43.was hoping for. So you rang up to put the right names on the tickets.
:13:44. > :13:47.What did she tell you? That it would cost us 110 euros per person to
:13:48. > :13:51.change it. You'd have to pay 110 euros each. That's 330 euros in all.
:13:52. > :13:55.Yeah, more than the price of the flights for all four of us. You're
:13:56. > :13:59.joking? No. So how did you feel? At a loss, really.
:14:00. > :14:02.But why had the names got muddled up in the first place? Well, it turns
:14:03. > :14:08.out they hadn't made their booking direct with Ryanair. They'd
:14:09. > :14:12.inadvertently gone through eDreams, an online travel agency based in
:14:13. > :14:17.Barcelona. Ole! So why did Alex think the
:14:18. > :14:20.eDreams site was the official Ryanair website?
:14:21. > :14:22.eDreams site was the official Well, let's see what happens when I
:14:23. > :14:30.type Ryanair into the Google search engine. This is the site that
:14:31. > :14:35.appears on the top of the list. And if you look very closely in the
:14:36. > :14:41.address, it says Ryanair. It looks like a Ryanair website. But what
:14:42. > :14:44.happens when you kick on the link? We get to a different website
:14:45. > :14:48.showing the real address - edreams.co.uk. EDreams have been
:14:49. > :14:55.allowed to advertise on Google using a misleading web address. Apparently
:14:56. > :15:01.this is completely legal. You can see why Alex and his friends were
:15:02. > :15:06.misled. The company insists its websites are all clearly branded. I
:15:07. > :15:10.don't really know what to do. I mean, I invited my friends out with
:15:11. > :15:13.me for a cheap holiday to save money for everyone, get out in
:15:14. > :15:16.me for a cheap holiday to save money cheap. And now I've ended maybe
:15:17. > :15:19.costing them 110 euros more each. They may as well have bought a
:15:20. > :15:24.normal holiday anyway so, yeah, I'm in a bit of a loss to be honest with
:15:25. > :15:30.you. I'm very upset about it. It's put a damper on the holiday before
:15:31. > :15:33.I've even gone on it. What a mess. Well, Google say they won't be
:15:34. > :15:36.taking any action over the misleading web address that eDreams
:15:37. > :15:40.are using. Ryanair say they did offer to change the names at a
:15:41. > :15:44.reduced price and it's not their fault the boys did not want to pay
:15:45. > :15:47.it. They say that eDreams aren't authorised to sell their flights and
:15:48. > :15:51.using companies like them can lead to problems with customer service.
:15:52. > :15:56.Unsurprisingly, eDreams don't agree with that. They say they do offer
:15:57. > :16:02.travellers superior choice with competitive prices. They have now
:16:03. > :16:03.agreed to pay to change the names on the tickets and they've also offered
:16:04. > :16:10.Alex a voucher for the tickets and they've also offered
:16:11. > :16:13.bookings. Well, changing names on flight tickets isn't the only way
:16:14. > :16:17.budget airlines can get more money out of you. Checking in your hand
:16:18. > :16:20.luggage too big is another. But how clued up are the people of
:16:21. > :16:24.Aberystwyth when it comes to knowing their luggage sizes? We've set up a
:16:25. > :16:28.little test - three suitcases all sold as hand luggage. But which of
:16:29. > :16:43.these cases would get on to all the budget airlines? The little one in
:16:44. > :16:50.the middle. The middle one. If that one says it is hand luggage, that
:16:51. > :16:53.one. I will go for that one. I would probably go for this one because it
:16:54. > :16:56.is small. In fact, none of these bags would get in the cabin of every
:16:57. > :16:59.budget airline. This one bags would get in the cabin of every
:17:00. > :17:04.black one, through the magic of TV, is the only one that you'd be
:17:05. > :17:06.allowed to take. I'd take that one, then. Different airlines have
:17:07. > :17:12.different size limits for hand luggage and they do change them from
:17:13. > :17:17.time to time. Now, tour operator Aled Rhys joins me now. Good to see
:17:18. > :17:21.you, Aled. So, if you take your chances and find out that your bag
:17:22. > :17:24.is too big, too late. That can be quite costly, can't it? Definetly.
:17:25. > :17:31.You could end up having to pay anything from ?12 a kilogram to
:17:32. > :17:34.maybe a fixed fee of ?70 a bag. So, when you're talking of a family of
:17:35. > :17:38.four going on holiday, that could significantly add to their total
:17:39. > :17:42.costs. I've got a collection of luggage here. It's all advertised
:17:43. > :17:46.and claims to be suitable for cabin luggage or hand luggage, but there
:17:47. > :17:47.is a huge variety in size. How can you avoid being stung? Basically,
:17:48. > :17:53.the simple advice is, you avoid being stung? Basically,
:17:54. > :17:56.what the labels say. Measure the bag yourself, weigh the bag yourself and
:17:57. > :18:01.double check with your airline for their size limit. If you're using
:18:02. > :18:05.maybe more than one airline for your holiday, always go with the worst
:18:06. > :18:10.case scenario, so always the smaller recommendation. Aled, thank you very
:18:11. > :18:13.much. Well, earlier we saw the damage that the recent bad weather
:18:14. > :18:18.has been causing to homes and businesses in Wales and here in
:18:19. > :18:24.Talybont. They know only too well how devastating flooding can be. Two
:18:25. > :18:29.years ago, the village was badly flooded leaving dozens of homes
:18:30. > :18:32.under water. Well, Mike Fothergill was one of those worst affected with
:18:33. > :18:38.seven feet of water flowing through his home. Mike, that must have been
:18:39. > :18:44.absolutely horrendous for you. It was a terrible day. It really was.
:18:45. > :18:48.The river just came up and overwhelmed us and we had to climb
:18:49. > :18:52.out of the window about three o'clock in the morning. Although the
:18:53. > :18:56.water was only in the house for a few hours, it took many months for
:18:57. > :19:00.the house to dry out and get back in to liveable condition. We were out
:19:01. > :19:04.of the house for over ten months. Mike didn't want to go through that
:19:05. > :19:07.again. So with the help of a grant, he's tried to flood-proof the house
:19:08. > :19:11.by building barriers in front of the doors. Well, the first board goes in
:19:12. > :19:15.and locks into the base plate and then the second board just drops
:19:16. > :19:24.into place like so, and you push it down so that it locks. And then you
:19:25. > :19:29.crank up the little lock and it all locks it into place and seals
:19:30. > :19:33.against the rubber seal. Then you build that up, and this comes up to
:19:34. > :19:36.the height of here, which is the height of the road. So we are
:19:37. > :19:40.protected until the water then expels over the road surface. That
:19:41. > :19:44.must give you peace of mind. I know you've done some work inside as
:19:45. > :19:49.well, can we go and have a look at that? Well, Mike, I can imagine this
:19:50. > :19:53.is one of the most important areas to protect in the risk of flooding,
:19:54. > :19:57.if you can. Yes, after securing the doors this is the first thing that
:19:58. > :20:01.we do and it would be to seal the pan to stop the ingress of more
:20:02. > :20:05.sewage, and this is a very simple device, quite a cheap device, that
:20:06. > :20:13.fits into the toilet bowl. It has a rubber expandable seal which you
:20:14. > :20:16.then attach a pump. Then, as you pump, it expands the rubber seal and
:20:17. > :20:23.blocks off the pan and it's in place. That's great, isn't it?
:20:24. > :20:26.Really quick and easy. It is, and it's not very expensive. That would
:20:27. > :20:34.cost about 30 or 40 pounds. Great, well, let's see what else you've
:20:35. > :20:37.done. OK. Well, what have you got here then, Mike? Well, the best
:20:38. > :20:41.solution to stop water coming up from the sinks and into the house is
:20:42. > :20:45.to have non returns bowls and that's quite expensive and quite a big job.
:20:46. > :20:48.So failing that, we are looking for a simpler and cheaper option, just
:20:49. > :20:52.as a stopgap. So, we have found these expandable stoppers that can
:20:53. > :20:57.go into the sinks and it seals off and it stops water ingress through
:20:58. > :21:02.the sink system. So you just put them in the sink. That goes in
:21:03. > :21:07.place, then you wind it down, which compresses the rubber bung and
:21:08. > :21:11.creates a really good seal. Then again, it looks really simple again,
:21:12. > :21:15.which is great. Very simple and very cheap. Only a matter of a few
:21:16. > :21:18.pounds. And I bet it gives you peace of mind. Absolutely, I don't really
:21:19. > :21:22.want to go through all that again. Now, if you spent week at a luxury
:21:23. > :21:26.fitness camp you'd expect to lose a few pounds. But one fitness fanatic
:21:27. > :21:33.ended up shedding hundreds from her purse. Rachel has the story. When it
:21:34. > :21:38.comes to getting losing weight and getting fit, there are no quick
:21:39. > :21:44.fixes. You need hard work and dedication. Of course, some of us
:21:45. > :21:48.prefer a little more luxury when working out. Now, this is more like
:21:49. > :21:52.it. A beautiful location, wall-to-wall sunshine and a team of
:21:53. > :21:58.specialist staff on hand to make those gruelling workouts a little
:21:59. > :22:01.easier. That's the kind of experience TV fitness trainer Danni
:22:02. > :22:08.Levy was offering at her Five Star Boot Camp in Marbella in Spain. With
:22:09. > :22:11.a string of celebrity clients, TV appearances and even her own diet
:22:12. > :22:22.book, Danni Levy seems to know what she's on about. Come on, banish
:22:23. > :22:25.those bingo wings, Nicole - nose to the floor. But that kind of work-out
:22:26. > :22:31.doesn't come cheap. Guests can expect to fork out thousands of
:22:32. > :22:33.pounds for a week. So when Jackie Mullen from Pontypool spotted a
:22:34. > :22:37.Valentine's-themed competition online that included a stay at Danni
:22:38. > :22:48.Levy's Five Star Boot Camp, she didn't hesitate to enter. What could
:22:49. > :22:53.be better? To go abroad and have the sunshine and exercise and nice food
:22:54. > :22:57.made for you. And she was delighted when she found out that she was the
:22:58. > :22:59.lucky winner. They said "Congratulations, Jackie, you've won
:23:00. > :23:02.the Valentine's package" and I said, "Oh, my God! I can't believe it." I
:23:03. > :23:06.was going round the "Oh, my God! I can't believe it." I
:23:07. > :23:11.nutter, I was going so fast. I didn't know what I was doing, I was
:23:12. > :23:14.so excited. And in keeping with the competition's Valentine's theme,
:23:15. > :23:17.Jackie and her husband Cliff decided to stay at the Five Star Boot Camp
:23:18. > :23:20.to celebrate their third wedding anniversary in August. But there was
:23:21. > :23:30.one vital element that wasn't included in the prize - transport.
:23:31. > :23:34.In order to be able to attend the boot camp, Jackie and Cliff would
:23:35. > :23:40.have to fork out more than ?500 for flights. I was quite happy to pay
:23:41. > :23:45.for it because I knew we were going to get a lovely holiday at the end
:23:46. > :23:49.of it. And Cliff, how did you feel about the prospect of going on a
:23:50. > :23:52.boot camp for a week? Jackie was obviously thrilled at the idea, what
:23:53. > :23:54.about you? A little bit daunted to start with, because I wondered if I
:23:55. > :23:58.was actually fit enough to start with, because I wondered if I
:23:59. > :24:01.yeah, as time went on I was looking forward to it. But just weeks after
:24:02. > :24:05.paying for the flights, Jackie started to suspect that Five Star
:24:06. > :24:08.Boot Camp was running out of steam - after spotting some worrying reviews
:24:09. > :24:12.online. Comments started becoming very negative. People were saying it
:24:13. > :24:16.won't be long now before it's all ended and I began to think, "Oh, my
:24:17. > :24:27.God, are things going wrong here?" Just days later, Jackie's fears came
:24:28. > :24:30.true. Five Star Boot Camp emailed to say the company was going under and
:24:31. > :24:38.they were cancelling her prize holiday. I was devastated. I
:24:39. > :24:41.couldn't believe it. We tried to actually sell the flights. No-one
:24:42. > :24:44.wanted to pay the ?110 transfer fee. So who was responsible for saving
:24:45. > :24:48.Jackie's prize holiday and the ?500 she'd paid out for flights? Five
:24:49. > :24:51.Star Boot Camp and its glamorous director Danni Levy or the company
:24:52. > :24:57.that organised the competition, Rebecca Garrett Media? Five Star
:24:58. > :25:02.Boot Camp said they couldn't pay any money to Jackie as the business was
:25:03. > :25:05.being liquidated. With Danni Levy's company owing thousands of pounds to
:25:06. > :25:09.debtors, it seemed Jackie had no chance of getting any money back
:25:10. > :25:13.from her. But if she hadn't won the competition, she'd never have bought
:25:14. > :25:17.the flights. So Jackie turned to Rebecca Garrett Media to see if they
:25:18. > :25:20.could work out a solution by either honouring the prize, or at least
:25:21. > :25:26.refunding her the money she'd paid for flights. After all, they provide
:25:27. > :25:34.competitions for a string of TV programmes, magazines and brands. I
:25:35. > :25:37.assumed they'd be able to transfer it over to another place. At first
:25:38. > :25:41.they seemed helpful, but it's now it over to another place. At first
:25:42. > :25:46.eight months since Jackie was first told the holiday would be cancelled.
:25:47. > :25:56.And she's still no closer to getting her money back. They've not kept us
:25:57. > :26:00.up to date with anything and I don't think they've treated us very well,
:26:01. > :26:04.to be honest with you. He made me feel like he was doing me a favour.
:26:05. > :26:07.I was being impatient. I think they could have done it much better.
:26:08. > :26:10.Rebecca Garrett Media have now told Jackie it's in their terms and
:26:11. > :26:14.conditions that they're not responsible for providing the prizes
:26:15. > :26:18.- even though there was no sign of that clause in the small print for
:26:19. > :26:20.the competition Jackie entered. So before entering any kind of
:26:21. > :26:32.competition, it's worth checking the small print. Normally do associate a
:26:33. > :26:35.contractual relationship arising when you hand over cash or use your
:26:36. > :26:40.credit card but that is not the case. There will be term that apply
:26:41. > :26:43.and you might, for example, be agreed to submit yourself to
:26:44. > :26:47.requests for publicity, so you are helping them promote their business
:26:48. > :26:53.and you are getting something in return. Jackie and Cliff found the
:26:54. > :27:01.whole experience much more gruelling than any boot camp. To have actually
:27:02. > :27:05.won a competition and it cost us money. I feel like we've just thrown
:27:06. > :27:10.?500 up in the air. I don't think it's fair, really. It was like being
:27:11. > :27:13.on cloud nine and then being so low you can't imagine. We've written to
:27:14. > :27:17.Danni Levy and she says she had offered the couple money for the
:27:18. > :27:19.flights, but not if Jackie spoke out about her experiences. We've had
:27:20. > :27:22.more luck with Rebecca Garrett Media, who organised the
:27:23. > :27:25.competition. They say there are also victims of Danni Levy's company. But
:27:26. > :27:29.since X-Ray got involved, they have offered Jackie and Cliff a stay at
:27:30. > :27:33.another boot camp, although this one is based in Northumberland. They are
:27:34. > :27:37.also offering to refund the ?500 the couple paid for the fights to Spain.
:27:38. > :27:40.So that should be some consolation to Jackie and Cliff. And that's it
:27:41. > :27:49.for tonight. Next week, Rachel investigates the call centre making
:27:50. > :27:57.big promises. Are you looking at getting compensation? It will be
:27:58. > :28:02.just over ?25,000. That would be ?25,000? Yes. Remember if you have a
:28:03. > :28:04.consumer problem you need help with, give us a call, the lines are open
:28:05. > :28:10.now 03703 334 334. give us a call, the lines are open
:28:11. > :28:13.And don't forget to leave a telephone number. Or you can drop us
:28:14. > :28:25.an email, xray@bbc.co.uk. See you next week. Bye.