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Archives for May 2009

When's Watchdog back on?

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Zoe Behagg - web producer | 15:19 UK time, Friday, 22 May 2009

Comments (7)

Watchdog will be back on TV in the early autumn, in a new exciting new format. But please keep your stories and experiences coming while the programme's off air - the team will still be reading them and selecting ones to investigate. You can send them to us by clicking Got a story?

And, of course, throughout the summer you can explore our Consumer advice section, and read the Watchdog reports for tips and guides, including financial advice in the Watchdog factsheet.

The Watchdog reports have been closed for comments because the moderation team are taking a little break, but you can still read the thousands of comments that have come in during the past year.

The reports you blogged on most include:

To watch all the video reports and read the comments you sent in, click on the relevant topic area in the topics list below.

See you in the autumn. Best wishes, the Watchdog web team

Winter Folly housing

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Joe Mather - series producer | 14:35 UK time, Thursday, 21 May 2009

Comments (0)

'Houses worth coming home to' - that's how 'Winter Folly', a small enclave of 22 semi-detached houses built in 1998 near Basildon, Essex, were advertised by housebuilder Lovell Partnership Ltd.

Sounds idyllic - and for the people who lived there it was, at first.

But in 2007 eight of the homes had to be repurchased by Lovell because they were found to be suffering from subsidence. The residents began moving out and the houses were boarded up. Since then those eight properties have remained empty.

Read the rest of this entry

Watchdog highlights

Watchdog has had another busy year battling on your behalf.

In February we told you how we had been able to buy dangerous, illegal weapons through one of the biggest names in online retail, eBay. Nicky Campbell looked at flick knives, a knife disguised as a pen and a dagger made of plastic which is as strong as steel. However, as a result of our report, eBay banned the sale of all knives except cutlery from its UK website and they've now closed the loophole which allowed British buyers to get them through their international site, eBay.com. Read the report on eBay.

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Bulgarian Dreams owner makes an offer

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Joe Mather - series producer | 18:01 UK time, Monday, 18 May 2009

Comments (7)

During this series of Watchdog we've reported on the difficulties faced by hundreds of British customers who bought property overseas, through Bulgarian Dreams. The company ran into difficulties last year, leaving some people without the apartments which cost them tens of thousands of pounds. One of those customers, Chris Dale had paid £56,000 for an apartment in a complex called 'Windows to Paradise' on Bulgaria's Black Sea coast. When we travelled with him to inspect the property in January, it still resembled a building site, in spite of Chris being told it had been finished. Bulgarian Dreams was washing its hands of all responsibility, and instead chose to refer customers to the developers.

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Energy prices update

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Zoe Behagg - web producer | 16:52 UK time, Monday, 18 May 2009

Comments (24)

We've taken them to task over their prices, their billing, their meters and even their door-to-door salesmen. This series it seems the energy companies have given us more to investigate than ever before and most of the time it's your bill that's been the problem. They're either too high or just plain wrong.

In January, we revealed how some of you were being charged almost three times too much for your gas because the energy companies were getting their imperial meters confused with their metric ones. That's why Tony and Donna Merrick received a gas bill for £1,800 when it should have been closer to £600.

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More DVLA blunders

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Zoe Behagg - web producer | 16:13 UK time, Monday, 18 May 2009

Comments (9)

Two weeks ago Julia went on a road trip with two women who'd lost their licences because of mistakes that the DVLA made. We weren't sure what the result would be but fortunately it was a success story with happy ending - both women were told they could have their licences back.

The DVLA chief executive told us that the DVLA isn't perfect and it does make mistakes but when it does they're rare.

Since then, Watchdog has received hundreds more complaints suggesting that the DVLA has bungled more people's licences.

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Citywatch clamping update

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Joe Mather - series producer | 14:39 UK time, Monday, 18 May 2009

Comments (10)

Imagine the scene. You've parked your car on your own property and thought it was safe, as it's the same spot you've been parking on for years. The only difference this time is that a clamping firm, with no authority to do so, trespasses on your land and tows your car away. Not only that - it then charges you hundreds of pounds to release it.

Sounds extraordinary but it's exactly what happened to Kalpesh Bhudia. He runs a pharmacy in Gants Hill, East London.

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Asda home deliveries

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Zoe Behagg - web producer | 11:41 UK time, Monday, 18 May 2009

Comments (1)

For decades we've been able to get some of our groceries delivered to our door; but now, with most big supermarkets offering home delivery, an increasing number of us can get everything we need without leaving our homes. We spent £2.6 billion on online food shopping in 2008 - and it's one part of the economy that shows no signs of slowing down.

Like many of us, mum of four, Laura Ashurst from Skelmersdale in Lancashire, leads a hectic life. Added to that, she doesn't have a car so home delivery is very convenient. All the major supermarkets that offer a home delivery service deliver to her house - except Asda.

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Consumer news online and on TV

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Zoe Behagg - web producer | 15:07 UK time, Friday, 15 May 2009

Comments (0)

Coming up on Watchdog
We can't believe it's the last show in the current series on Monday 18 May. We'll bring you the latest on some of the year's biggest stories. We return to Bulgaria to track down the man whose failed property developments have cost Brits hundreds of thousands of pounds. Also, we lay out the law for a clamping company, unearth more bizarre errors by the DVLA and reveal once and for all whether the energy companies really are ripping us off.

Watch the programme on Monday at 7.30pm on BBC One.

Equality at work
Why is it that men still dominate the top jobs? And what - if anything - is holding women back? Sophie Raworth and Justin Rowlatt explore why so few women get top jobs in two new programmes on BBC Two next week. Why can't a Woman Succeed Like a Man? and The Trouble with Working Women.

Have you ever asked for a pay rise? Take the gender pay test to see if you think more like a woman or man.

Choosing holidays
For cheap holiday ideas, read the Watchdog article on bargain breaks.

You may be wondering what's the best way to take currency on your trip overseas. One of the cheapest ways used to be to have a Nationwide account, but since 6 May even it has started to charge customers for transactions outside of Europe.

If you have a question about holiday finance, what currency to take, and what insurance to take out, you can send it to a panel of experts on Wednesday's Money Box Live. Vincent Duggleby will be joined by The Independent travel editor Simon Calder, travel editor, Frances Tuke, from the Association of British Travel Agents, and Jonathan Buttery from Voyager Insurance.

You can call Money Box when lines open on Wednesday at 1.30pm. The number to call is 03700 100 444. Or you can send your question using the form on the Money Box website.

Customers paying twice for Easyjet flights

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Joe Mather - series producer | 19:31 UK time, Monday, 11 May 2009

Comments (10)

Booking a holiday has never been easier. Go online and in just a few clicks you can choose a destination, book a flight and pay by bank card. All that's left for you to do is look forward to your holiday.

But, if you book with budget airline Easyjet, you might turn up at the check-in desk to find you're going nowhere, all because of a suspected fraud that may never actually have happened.

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Advice lines that exploit callers

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Zoe Behagg - web producer | 16:59 UK time, Monday, 11 May 2009

Comments

It's fine paying for a premium rate phone service if it gives you the information you need, but we've discovered a man who charges premium rates for a phone line which tells you practically nothing, and which can exploit people who need important advice.

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Budget airline charges for medical emergency

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Zoe Behagg - web producer | 16:57 UK time, Monday, 11 May 2009

Comments

Jet2.com is an airline that says it will fly you to exotic holiday destinations for less than £20. It claims to offer "friendly low fares" but while they might be low, it's questionable how friendly they are.

One couple say that Jet2.com has got more front than their home town of Blackpool after the airline sent them a bill for thousands of pounds.

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Disney competition mix-up

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Joe Mather - series producer | 15:21 UK time, Monday, 11 May 2009

Comments

The Jonas Bothers are the latest pop sensation from the US. They're best known for the Disney movie Camp Rock and their boyish charm and luscious locks - girls love them.

Budding pop star Esther Martin, 10, is one of their biggest fans. So, when she saw a Jonas Brothers competition on the Disney Channel, she was desperate to win.

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Henna body art that blisters

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Rob Unsworth - editor | 14:54 UK time, Monday, 11 May 2009

Comments

If you're going away on holiday this summer you might be tempted to have some temporary body art done. Before you do, it's worth ensuring you know exactly what's being put onto your skin.

Watchdog has been contacted by the Smith family who recently came back from a two-week holiday in Egypt. They stayed at the 5-star Jaz Mirabel Resort which they booked through Thomson.

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On the programme - Monday 11 May

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Zoe Behagg - web producer | 16:48 UK time, Friday, 8 May 2009

Comments

In the news
Big thanks to everyone who downloaded the Watchdog template letters asking utility companies to reduce the cost of household bills. Let's hope this helped with the news story this week that British Gas has cut electricity bills.

Read the full story: British Gas electricity bills cut

From saving pounds to avoiding putting on the pounds, Le Whiff brings you a sniffable chocolate. You can inhale the scent to satisfy your sweet-tooth cravings with zero calories.

So what does it mean - the whiff? Read the frequently asked questions. And see what some people think about the chocolate inhaler on their blogs:

It's good news for consumers after Marks & Spencer admitted it had boobed and agreed to end its policy of charging more for larger bras following a campaign by customers.
Read the story: Victory for customers in bra war.

Your comments
If Franz Kafka were alive today he'd be writing about customer service, says comment 11 - rhaywarduk, quoting Jonathan Alter. And rhaywarduk isn't the only one to join in discussion about what has become Watchdog's annual test of company customer service lines. Lots of you have been complaining about the length of time you're kept waiting on the phone, although in defence of people working in call centres, comment 19 - mysterious fish - says: People only ever call to complain. Most of my day is spent being shouted at, even abused by customers I'm trying to help! It is very rare someone says thank you to me and I've been in this call centre five years. We are human and it hurts to be abused by customers but we have no choice but to take it."

Read all the complaints and stories on the customer service questionnaire results report.

More than a hundred people have commented on the DVLA update report sharing stories about the licences turning up with the wrong photo, name or expiry date on them.

Comment 9 - eclectricMcGarry - poses a question: "My wife has a medical condition. She applied for a new licence and included details from her doctor. She was told she could only have a three-year licence due to her condition. She received a TEN-year licence. Should she own up?"

If you have a view on this, share your answer with electricMcGarry.

Coming up on the programme
On Monday 11 May we will look at two budget airlines: one that's demanding over £4,000 from a passenger just for falling ill, and another that wants you to pay twice for your ticket.

Plus, the premium-rate phone lines looking to charge you £25 for information that's freely available from the Government. And the ten-year-old Jonas Brothers fan left distraught by Disney.

Watch the programme on Monday at 7.30pm on BBC One.

Swine flu outbreak

Post categories:

Joe Mather - series producer | 17:04 UK time, Monday, 4 May 2009

Comments

With swine flu gripping Mexico, the Foreign Office is advising against all non-essential travel to the country. But what does that mean if you're one of the thousands of people who planned to go on holiday there?

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The customer service phone test

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Zoe Behagg - web producer | 16:28 UK time, Monday, 4 May 2009

Comments

Forced to put your life on hold while you're stuck on hold? It's all too familiar and we know it drives you crazy. Last year and the year before we did an experiment to see how long it took some of the UK's biggest names to answer your call. When we last put them to the test it did seem they were getting faster.

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DVLA update

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Zoe Behagg - web producer | 16:12 UK time, Monday, 4 May 2009

Comments

When you're off on a road trip and you're driving, there are plenty of things you probably wouldn't want to be without but the most important has to be your driver's licence. This acts as proof, should you ever need it, that you're entitled to be behind the wheel. Unless, of course, the DVLA makes another of their mistakes - the kind that has left some of you without any licence at all.

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Customer service questionnaire results

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Rob Unsworth - editor | 15:54 UK time, Monday, 4 May 2009

Comments

We set up an online questionnaire to find out exactly what Watchdog viewers think of the customer service they experience every single day.

So - did you say it's getting better or worse? And when it's bad do you just sit back and take it or have we in Britain finally learned how to complain?

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On the programme - Monday 4 May

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Zoe Behagg - web producer | 13:42 UK time, Friday, 1 May 2009

Comments

In the news
Banks have this week come under fresh fire from MPs for making "an astonishing mess" of the financial system, while the words 'recession' and 'credit crunch' continue to fill the headlines.

Recession can be a worrying time, so it's comforting to hear that sales of Y-fronts are booming. A spokesman for Debenhams suggested this is due to the "greater sense of security" they provide compared to boxer shorts.

Read the full story: Recession 'boosts Y-front sales'.

And as more eco homes go on sale, BBC media correspondent Nick Higham looks at energy efficient eco-pod homes that promise to save people lots of money. Watching the short video tour of the eco-pod didn't take long at all. In fact, the pods are so small it's not surprising they cost so little to heat.

Levi Roots - the man who braved Dragons' Den and came out triumphant - shares his advice for anyone starting their own business. He says: "It's important in a recession for families to pull together, show initiative and be enterprising. When small businesses thrive, communities thrive."

Hear more of his crucial advice in this clip: Levi Roots on business.

The week has of course also been filled with reports and updates on the swine flu outbreak. Several countries have restricted travel to Mexico and many tour operators have cancelled holidays.

Find out your rights to a refund if your flight is cancelled.

Nicky Campbell put questions from 5 Live listeners to travel and health experts after the World Health Organisation raised the alert level over swine flu and the Foreign Office advised against travel to Mexico.

Download this podcast and listen to all of Nicky's weekly debates on the 5 Live website.

Lonely Planet travel journalist Tom Hall will be looking at how safe it is to travel. We'll publish his advice on the Watchdog website after the programme.

Your comments
There have been a record number of postings on the blogs on Monday evening after the programme. So apologies to those of you who had to wait until Tuesday morning to see them published on the website. Comments to the Watchdog website are legally contentious and need to be carefully moderated.

The DVLA story has had the most comments so far, with many people feeling angry and frustrated that they've had to pay out for a new licence unnecessarily.

Comment 51 - thoms6 - sent the following advice in after watching the DVLA removing licence entitlements report:

"Seems to me the answer to this is, don't send your old licence back, keep it and say you've lost it, that's what I have done,. I got my new one without a problem, and at least I still have the old one if there are any major problems."

Since developing breast cancer, one woman has had several operations and been unable to work. But her critical illness cover hasn't paid her a penny because her cancer isn't critical enough, apparently. Lots of you have been writing in about this story.

Comment 41- rwracer66 says: "My husband has recently been diagnosed with bowel cancer and despite having to have both radio- and chemotherapy, and with surgery to remove part of his bowel planned for early May, our critical illness insurance is refusing to pay, saying he has only got a 'benign lesion'!"

While comment 54 - ALakey says: "So far 11 of my clients have claimed on their critical illness plans and all have had cancer and all have been paid out. It would be a dreadful shame if Claire's sad story turned people away from taking sensible steps to protect them and their families."

We're glad in the office that Julia's choice of clothes for last week's programme went down so well. Gr8vel says: "Loved Julia's suit - that's my only comment on the show."

If you can't wait until next Monday to see Julia again, remember you can watch Wainwright Walks online anytime.

Coming up on the programme
For the bank holiday show, we've been looking into the state of British customer service. We'll have the results of the questionnaire showing what annoys you most and whether, given the economic climate, businesses are trying harder or cutting back.

We've also tested the five most complained about customer service phone lines to see who likes to keep you hanging on the line. We'll reveal which company came out worst on Monday 4 May.

Plus, more on the DVLA messing up people's licences and the latest on swine flu.

Explore the BBC

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