Episode 9

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Rip Off Britain, Series 4 Episode 9 of 20

Duration: 45 minutes

Battling on behalf of viewers who feel short-changed, Gloria Hunniford, Angela Rippon and Julia Somerville today help a woman whose money has been lost by two of the best known names on the high street, and investigate how an error has left one couple with an extraordinary problem that makes it almost impossible to sell their home. Plus, how one woman has been left with no identity and pursued by debt collectors because of a simple mix-up with her name, invaluable advice to stop you feeling ripped off, and more consumer problems solved face to face at the Rip Off Britain Pop-Up Shop.

  • Information and Advice from Today's Episode

    Don't forget to download Rip Off Britain's Guide to Getting a Good Deal
  • Checking your Credit History

    We asked James Jones, Head of Consumer Affairs at Experian, why your credit report is important and for his top tips on checking your credit history;


    ‘Your credit report is a copy of the information a credit reference agency holds about your borrowing history. It shows what credit you have now and how you have used credit in the past. This information is provided and accessed by your lenders with your permission. Your report, which usually stretches back six years, will also include details of public financial records such as court judgments and insolvencies.

    Credit reports are important because lenders use them to make decisions about any credit you ask for, such as whether to say yes or no and sometimes what interest rate to charge you. They can also be used to help confirm your identity. As a result, it makes sense to review your credit report from time to time to help make sure the information is accurate and paints the best possible picture of your financial situation.

    There are three credit reference agencies in the UK: Experian, Equifax and Callcredit. The easiest way to obtain your credit report is via their websites. A one-off statutory report costs £2. The agencies also offer other services such as credit scores and report monitoring, which usually cost more but may be available on free trials.

    You can check your credit report as often as you like and it doesn’t affect your credit score. The agencies will help you resolve any queries you have about your report, including how to correct anything that is wrong or how you might be able to improve it, for example, by registering on the electoral roll’.

  • How to Complain

    At Rip Off Britain we always encourage you to complain if you have been treated unfairly or the service you have received isn’t up to scratch.  But how can you complain effectively and get the result you want?

    We asked Sarah Pennells for her top tips:

    The first thing you must do is complain directly to the company and keep a hold of all correspondence between yourself and the company

    Complain as soon as you realise you have a problem as some companies have time limits for complaints

    Try to stay calm and always be polite

    Make a note of every attempt to contact the company even if you don’t manage to get through – this will serve as evidence

    It’s always better to put things in writing. In your letter or email make sure you detail the events in a logical order, explain why you're dissatisfied, and what you would like them to do to rectify the situation. Include all the details relating to your account such as the policy or reference number

    If you prefer to make your complaint by phone, keep a record of who you spoke to and the date and time of the conversation

    Calls are often recorded which you may be able to get access to as evidence

    If you’re unhappy with their response, or lack of response, and the company you are complaining about is a financial company, such as a bank or insurer, you can contact the Financial Ombudsman Service

    The ombudsman is an independent body which aims to settle disputes between customers and companies and it is completely impartial

    The business has up to 8 weeks to sort out the complaint itself or tell you that it disagrees with your complaint before the ombudsman can get involved

    There are other ombudsman schemes which you can complain to such as the legal, energy and property ombudsman

    You can also get help from Citizens Advice

Credits

Presenter
Julia Somerville
Presenter
Julia Somerville
Presenter
Gloria Hunniford
Presenter
Gloria Hunniford
Presenter
Angela Rippon
Presenter
Angela Rippon
Producer
Lucy McLennan
Producer
Lucy McLennan
Executive Producer
Rob Unsworth
Executive Producer
Rob Unsworth

Broadcasts

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