:00:00. > :00:15.film review. Now, it's time for Your Money.
:00:16. > :00:21.This is your weekly guide to making the most of your cash here every
:00:22. > :00:24.weekend on BBC News television, available all week on the BBC
:00:25. > :00:28.iPlayer. We have all done it, paid good money
:00:29. > :00:32.for bad service or delayed transport and felt thoroughly fed up. We'll
:00:33. > :00:36.find out how to complain so your concerns are taken seriously. What
:00:37. > :00:40.about picking up pet insurance or opening up a savings account while
:00:41. > :00:44.buying milk and bread? Some supermarkets offer financial
:00:45. > :00:48.product, but could they give high-street banks a run for their
:00:49. > :00:52.money? House prices are back above the 2008 prerecession peak. We'll
:00:53. > :01:01.find out what the future holds for the UK housing market.
:01:02. > :01:05.Train companies have been told to do more to publicise refunds available
:01:06. > :01:09.to passengers if their journey is delayed or cancelled. The Office of
:01:10. > :01:14.Rail Regulation says most people are unaware of their rights and don't
:01:15. > :01:20.know how to make a clap. If you're unhappy with the service, how Dow
:01:21. > :01:32.make sure you are compensated? With me now is Yasmin Birtles. When are
:01:33. > :01:36.you entitled to compensation? The rules say if your train is delayed
:01:37. > :01:43.by at least an hour you can get at least 20% back on your ticket. But
:01:44. > :01:49.tep of the companies say that if your train is delayed by 30 minutes
:01:50. > :01:55.you can still get compensation. How do you go about claiming it? Go to
:01:56. > :01:59.the train companies or Network Rail? There are two ways you can do it.
:02:00. > :02:04.There is a form you can get from the ticket office, wherever you are. The
:02:05. > :02:09.start or the finish of your journey. If you ask for the complaint form,
:02:10. > :02:14.you get it and send it to the train operator, but also there is a
:02:15. > :02:19.website and you can again download a complaint form and you can talk to
:02:20. > :02:23.other passengers complaining about the situation. You can also put
:02:24. > :02:29.information on that website about delays. We are not talking about
:02:30. > :02:34.train companies when we are complaining. Us Brits don't be that
:02:35. > :02:40.great at complaining, so if we have had bad service in a restaurant or
:02:41. > :02:44.there's a delay in delivery, what should we do? There are various
:02:45. > :02:48.things to do depending on the problem. With a dinner in a
:02:49. > :02:52.restaurant, if there's something wrong, you should immediately ask to
:02:53. > :02:56.speak to the manager or owner. I personal always think it is a good
:02:57. > :03:00.idea to speak normally. Don't get aggressive. Don't shout and throw
:03:01. > :03:04.things around. One of the problems we have in this country is either we
:03:05. > :03:07.don't complain and we go, "Yes, thank you." Then we complain to each
:03:08. > :03:12.other, or we shout and throw things which isn't helpful. It is good for
:03:13. > :03:19.a restaurant owner to know if something is wrong and you can give
:03:20. > :03:25.the reasons. Really, a good restaurant will say, "Fine, we'll
:03:26. > :03:28.either take every off your bill or give you something for free." You
:03:29. > :03:31.should ask for something for free and don't give a tip if you don't
:03:32. > :03:36.think the service was right. Similarly, if you buy something in a
:03:37. > :03:40.shop or you get bad service somewhere and it's all wrong, you
:03:41. > :03:47.should always go to the shop first and ask for a replacement or your
:03:48. > :03:51.money back and if it's something like a delay, bad service, I would
:03:52. > :03:57.get in touch with the company by letter and ask for compensation. One
:03:58. > :04:02.of the new areas of complaining is using social media. I noticed before
:04:03. > :04:05.we came on air, you have 20 times more followers than me, so you
:04:06. > :04:11.obviously have a great to read when you're complaining. Are they
:04:12. > :04:15.effective? Does it work? Yes. It often does. Not always, but there
:04:16. > :04:19.are quite a lot of companies now that have people specifically
:04:20. > :04:23.watching social media. Watching for complaints about their brand. It
:04:24. > :04:25.doesn't matter how many followers you have, if you've got ten
:04:26. > :04:31.followers, but you've had problems with a bank or whatever, you can
:04:32. > :04:34.tweet that bank or that big company and it tends to be the bigger
:04:35. > :04:38.companies who are watching and you can say this is a problem. Quite
:04:39. > :04:43.often they'll come back to you. If they don't, you'll have to try the
:04:44. > :04:47.traditional routes of emailing and sending letters. By the way, when I
:04:48. > :04:50.send a letter and I have done this in past, I've asked for an amount of
:04:51. > :04:54.money in compensation. I usually pick a figure is twice what I think
:04:55. > :04:58.I'll probably get and if she say no after the first letter, you write
:04:59. > :05:01.again, still asking for compensation and if they say no, you write a
:05:02. > :05:08.third time. Usually by the third time you get something. Great
:05:09. > :05:11.advice. Thank you. Millions of people have bought some
:05:12. > :05:15.sort of financial product from a supermarket. Are the stores genuine
:05:16. > :05:20.challengers to the high street banks, as has been long predicted or
:05:21. > :05:26.will they always play second fiddle? We sent Kevin off to pick up our
:05:27. > :05:31.groceries and find out. It's time for your weekly big shop. Here's
:05:32. > :05:39.something for dinner. Don't forget the essentials. And how about a
:05:40. > :05:44.savings account? Here at the UK's largest supermarket chain, the
:05:45. > :05:50.banking arm has just opened its 7 millionth customer account. They're
:05:51. > :05:55.tiny compared with the big banks, but is this finally making an
:05:56. > :06:00.attempt to go mainstream? It's another area of operation for them.
:06:01. > :06:04.It's an obvious one to expand into, because they know so much about
:06:05. > :06:09.their customers and the banks have a slightly bad reputation, so they can
:06:10. > :06:13.capitalise on that. Use their marketing muscle to show complienTS
:06:14. > :06:17.their products in the banking and insurance world and pick up quite
:06:18. > :06:22.awe few customers. They'll become a real worry in the banks. Do they
:06:23. > :06:26.operate in different ways. ASDA Money offers a basket of financial
:06:27. > :06:32.products from various providers and M is wholly owned by HSBC, but
:06:33. > :06:38.Tesco, once in bed with RBS has gone it alone since 200 # and Sainsbury's
:06:39. > :06:43.has just made the same -- 2008 and Sainsbury's has just made the same
:06:44. > :06:47.move, cutting links with Lloyds. Most supermarkets have yet to enter
:06:48. > :06:51.big-time banking by offering current accounts. If and when they do, will
:06:52. > :06:55.we be comfortable putting our standing orders and sausage in the
:06:56. > :07:00.same basket? Definitely. It's about competition. Where there's the best
:07:01. > :07:04.deal for me, that's where I'll go. If it's the supermarket, then
:07:05. > :07:08.definitely. Banks give you 100% banking and Sainsbury's do banking
:07:09. > :07:13.and shopping in both, so you got to draw a line somewhere. The offer
:07:14. > :07:22.would have to be competitive to take me away from the bank which I'm with
:07:23. > :07:25.now. Let's see and wait and see. I think fruit and vegetable from the
:07:26. > :07:29.supermarkets and that's it. High street banks say they welcome
:07:30. > :07:34.competition, but with challenger banks have to jump lots of hurdles
:07:35. > :07:39.to get started, do they have much to fear? Supermarket banks have been
:07:40. > :07:43.competitive with the simple products like loans and cards and savings.
:07:44. > :07:45.Over the last couple of years we have seen a couple of them talking
:07:46. > :07:48.about getting into the current account market. That will be much
:07:49. > :07:51.more challenging for them. The challenge that all the new people
:07:52. > :07:56.will have, including the supermarkets, is getting people to
:07:57. > :07:59.switch. People are still reluctant, so the challengers will have to come
:08:00. > :08:04.up with something really special to switch. To really get a foothold in
:08:05. > :08:13.the financial services sector, the grocery giants need to offer
:08:14. > :08:19.bargains for banking too. He still forgot my butter. News of
:08:20. > :08:25.more places. Customers of many banks will be able to do some of their
:08:26. > :08:29.perm banking in the Post Office. The State-controlled bank will allow
:08:30. > :08:33.retail and business customers to pay in cheques at any banks of the Post
:08:34. > :08:37.Office. It already provides basic services to many other banks,
:08:38. > :08:42.including Lloyds and Barclays. Inflation has fallen to 1.9%, the
:08:43. > :08:47.first time it's been below the Bank of England's 2% target for more than
:08:48. > :08:50.four years. The Office for National Statistics said that low inflation
:08:51. > :08:55.was partly due to a fall in the cost of recreational and cultural
:08:56. > :09:00.activities, including DVD prices and lower entrance fees to attractions
:09:01. > :09:04.like amusement parks. Household appliances may not be as energy
:09:05. > :09:09.efficient as we're led to believe. The Energy Saving Trust, said one in
:09:10. > :09:13.five products do not match their claims. The organisation is to
:09:14. > :09:19.tackle the problem with mystery shoppers, who will test products in
:09:20. > :09:22.an attempt to prevent the problem occuring.
:09:23. > :09:28.The average house price in the UK has hit ?250,000 for the first time.
:09:29. > :09:32.That's according to the Office for National Statistics. The property
:09:33. > :09:36.website rightmove says asking prices are up 7% and more loans are being
:09:37. > :09:40.given to first-time buyers, so the market looks to be in good health
:09:41. > :09:48.again, but can anything throw it off track? He needs no introduction. I'm
:09:49. > :09:53.joined by Henry Prior, resident property expert. That's quite a
:09:54. > :09:59.threshold to pass, because the stamp duty will go up, so will it impact?
:10:00. > :10:03.It is somewhat ironic that here we are 12 months away from the next
:10:04. > :10:08.general election and the Government have been demonstabley feeding the
:10:09. > :10:16.housing market over the last 12 months. Asking prices are up 7% over
:10:17. > :10:23.the last year and sale prices, the actual deal prices is up nearly 5%.
:10:24. > :10:26.And the tax man just on Friday confirming that in January the
:10:27. > :10:30.number of houses sold in January was 30% higher than it was 12 months
:10:31. > :10:35.ago, so from that point of view it looks like good news. What is the
:10:36. > :10:40.impact that other schemes have had? We have had lots of Government
:10:41. > :10:44.schemes. Help to buy, what impact has that had? It's been a huge
:10:45. > :10:48.stimulus to the building trade, very much the aim of help to buy one,
:10:49. > :10:55.which was launched in April last year at the Budget. That has made
:10:56. > :11:00.sure that construction sites have been demothballed and builders are
:11:01. > :11:04.out there. The danger and warning signs are reports recently that
:11:05. > :11:09.house builders have been selling as much as even 25% of their new homes
:11:10. > :11:12.to people who have taken up the offer of Government assistance. At
:11:13. > :11:15.some future date that will be withdrawn and when it is
:11:16. > :11:20.unfortunately there has to be the chance that prices and the market as
:11:21. > :11:24.a whole will then fall back. Going back to the 250,000, that stamp duty
:11:25. > :11:29.will go up to 3% for people? Correct. We have the extraordinary
:11:30. > :11:34.situation where the slab-like tax, something which has provoked a
:11:35. > :11:38.considerable amount of debate in the industry, has now reached ?250,000,
:11:39. > :11:44.so people buying a house for that amount of money, which a phenomenal
:11:45. > :11:48.amount, will face a 3% tax. There are things in the offing. We have
:11:49. > :11:54.the Budget next month. What could trip up the market? It's not all
:11:55. > :11:58.good news. We have got in April the mortgage market review kicking in.
:11:59. > :12:01.It's a rather bland title for some new rules and regulations that
:12:02. > :12:05.providers will adhere to. They'll have to be responsible for borrowers
:12:06. > :12:09.being able to afford not just repayments to date, but repayments
:12:10. > :12:15.when interest rates rise, as they will. In 12 months' time, overseas
:12:16. > :12:19.buyers of property, which have been somewhat in the news in the last 12
:12:20. > :12:23.months, particularly if London and the south-east, will face a capital
:12:24. > :12:28.gains tax of 23% and that is expected to put a dampner on rampant
:12:29. > :12:33.house prices in the south-east. Henry, thank you.
:12:34. > :12:38.that is all for this week. News, tips and information on saving,
:12:39. > :12:47.borrowing, pensions and spending, any time you like online. You can
:12:48. > :12:51.get updates by following our feed on Twitter. We are back next week. By
:12:52. > :13:11.bye for now. Here are the headlines: Protesters
:13:12. > :13:16.in Ukraine, wearing helmets and carrying back is, are guarding
:13:17. > :13:19.government buildings and the president appears to have left the
:13:20. > :13:21.capital. The head of the Roman Catholic Church in England and