Judge No more double payouts in financial compensation claims?A case that has been rumbling for some time has now received judgement in the Court of Appeal. Previously, victims of financial loss as a result of mis-selling or inappropriate advice could take their case to the Financial Ombudsman and then also sue the financial firm allegedly responsible for the loss in civil court. The new judgment, on the back of opposing previous judgments, makes it clear that accepting Ombudsman compensation precludes complainants from later suing on the same matter.

While this might initially sound like a triumph of common sense, consumer groups are decrying this as a blow for consumer rights, given that some victims would use their Ombudsman payout, a process which is free, more streamlined and enables faster payouts, to enable them to fund a civil case. It is conceivable that those who have suffered financial loss at the hands of a shoddy adviser might not have oodles of cash with which to fight a court case.

Currently, the financial ombudsman can award maximum compensation of £150,000 to a customer who has suffered a loss due to issues such as negligence, poor financial advice or mis-selling.

The new ruling concerns the case of Barry Clark, 70, and his wife Julie, 68, of Portsmouth, who were clients of In Focus Asset Management and Tax Solutions. The firm advised them to invest the proceeds of the sale of a family business in a geared traded endowment plan. The product was unsuitable for their needs and ended up costing them losses of £500,000- so the couple complained to the ombudsman.

The ombudsman upheld the complaint and awarded the maximum compensation, which was £100,000 at the time. Mr and Mrs Clark then used the money to issue proceedings in the county court for additional losses.

In her judgment, handed down today, Lady Justice Arden acknowledged the way people were combining the two routes to compensation, but felt it was potentially harmful to consumers. She said: “If the Clarks succeed, a complainant may be able to use an award as a fighting fund for legal proceedings. On the face of it this result would be for consumers’ interests, but that is not necessarily so.

“If they lose court proceedings, it may lead to them losing all that they have gained through the FOS [Financial Ombudsman Scheme]. It may also lead to the development of a claims industry in this field that increases the costs of obtaining financial advice: there are already 210 ombudsmen and many more might be needed if a larger group of complainants can apply.” In 2013, the ombudsman received over 500,000 complaints, half of which were upheld, although this does include endless PPI compensation claims.

While many people would want to avoid the UK turning into as litigious a state as some others around the world, is it right that the Clarks are down £400,000 (and more now, after losing the case at appeal) with no means of further redress? Doesn’t this ruling mean that it will be only those who have pots of spare cash to fund a legal challenge who will be able to get their full compensation?

Floods and that: what you can do

February 11th, 2014 2 Comments By Ian Wade

Lake District flood damage 3 300x224 Floods and that: what you can do

It seems as though with a percentage of the country now underwater, and flood warnings being handed out left right and centre, so it’s probably a sensible idea to see what you can do should you be affected.

It can’t be great to wonder what you can do, when half your possessions are either destroyed or floating out of your bedroom window, so The British Insurance Brokers’ Association and insurer Direct Line are offering advice on claiming for flood damage.

Here’s what they suggest:

What do you need to submit for an insurance claim?

Provide full details of the circumstances surrounding anything that’s been lost or damaged, plus any evidence of that. Take photographs of the damage to your home, contents or car, or film the footage. This may help provide proof.

How to claim if vital documents are damaged or destroyed

Seek copies from the relevant provider, such as the DVLA for motoring documents, brokers or insurers for duplicate insurance documents, utility providers and the Passport Office. Check Gov.uk for details on how to replace birth certificates.

What will insurers accept as evidence of ownership if items are really badly damaged, say if personal possessions have washed away?

Any photographs of you with that item when undamaged, or held by friends and relatives, will demonstrate you owned the relevant item. Also receipts, credit card bills or bank account statements that show purchases. Importantly, don’t throw away damaged possessions without first discussing it with your claims adviser, as they will need to be assessed.

What if you can’t get access to your home? What are insurers likely to do for you in the interim?

Home insurance nearly always includes cover for alternative accommodation.

How long do you have to make an insurance claim?

It can vary, but typically 180 days. It’s always best to act as swiftly as possible.

Who can people turn to for help?

A broker should help, as will the insurer and its loss adjuster. You may appoint a loss assessor at your own cost for a larger claim. If there are any disputes, you can complain to the independent Financial Ombudsman Service.

What if I plan to redecorate myself?

Don’t rush to redecorate your home as it can take weeks for a flood-damaged property to dry out. And don’t lift wet carpets unless absolutely necessary, as they may shrink.

What about protecting my home against a future flood?

Here are some tips for those who live in flood-prone areas:

• Ensure drains and gutters are clear of debris so rainfall can drain away.
• Place valuable and electrical items in high cupboards or on high floors to prevent damage.
• Ensure outdoor furniture and other items which are likely to float away are safely restrained.
• Store important documents in a watertight bag in a dry, accessible place, preferably upstairs.
• Make a list of useful numbers you may need – such as your insurer, local council, emergency services and Floodline: 0345 988 1188.
• Buy air brick covers or flood boards to block doorways.

Further information can be found at biba.org.uk

car salesman New consumer rights to protect against aggressive and misleading salesmenThe department for Business Innovation and Skills (BIS) has published draft legislation aimed at better protecting consumers, particularly vulnerable ones. The new rules also include measures aimed at penalising companies using misleading or aggressive tactics to make that all important sale, by awarding compensation for emotional distress to affected consumers.

More details on the new Consumer Directive have also been published, which will improve rights and clean up sales practices for all consumers.

Announcing the changes, Consumer Minister Jo Swinson said:

“For too long the rules that apply when buying goods and services have been murky for both consumers and businesses. The situation is even worse for vulnerable consumers who are misled into buying something they neither need nor want.

We want consumers to be confident to shop with a range of traders and to drive rogues out of business. The new rights announced today will mean consumers are entitled to the same level of protection whether they are purchasing goods or services online, at home or in a shop.”

Poor sales practices are a sizeable problem. The Citizens Advice consumer service dealt with over 77,000 complaints about misleading claims and high pressure selling between April 2012 and March 2013. Consumer Focus have previously calculated that the total detriment suffered by consumers as a result of misleading and aggressive practices was around £3.3 billion a year with over 60% of the population having been the target of an unfair commercial practice.

These latest amendments to the unfair trading regulations are specifically designed to make the rights of affected customers more robust and to hit businesses using these underhand tactics where it hurts by allowing claims for potentially unlimited compensation for hurt and distress suffered by the bullied consumer.

The Consumer Protection from Unfair Trading (Amendment) Regulations 2013 will

give consumers 90 days to cancel a contract and receive a full refund if they have been misled or bullied into agreeing it. After the 90 days consumers can still receive a proportion of their money back – currently, it is unclear what consumers are entitled to in this situation

give consumers new rights to recover payments made to traders who mislead or bully them into paying money which was not owed – currently, the trader can be prosecuted but the consumer finds it much more difficult to get their money back

give consumers the right to claim compensation for any alarm or distress caused by these practices

For the purposes of the draft legislation, a misleading commercial practice is one which contains false information, or if it is likely to deceive the average consumer in its overall presentation and an aggressive (bullying) commercial practice is one which significantly impairs the consumer’s freedom of choice through the use of harassment, coercion or undue influence.

The Consumer Directive will:

increase the time limit for returning goods purchased online or by phone (distance selling) from 7 days to 14 days after the goods have been received, should the consumer change their mind

ban pre-ticked tick boxes for extras that the consumer may not want or need and that could result in unexpected payment, often used for adding extended warranties or insurance premiums to purchases

set out key information consumers should be given by traders before agreeing to purchase, like additional costs or cancellation rights

The new regulations would also ban customer helplines from charging more than the basic rate of a phone call to call the trader about something they have bought. Given the ridiculous rates of some non-geographic numbers, this is likely to hit certain retailers right in the profit margin.

Comments on the draft legislation can be submitted by 11 October via email consumerbill@bis.gsi.gov.uk or letter to Consumer Bill Team, Consumer and Competition Policy, Department for Business, Innovation and Skills, 1 Victoria Street, London, SW1H 0ET

Humans are usually powerless against the onslaught of nuisance phone calls from their banks, but one woman has beaten them off with a stick and has been awarded £7500 in a landmark High Court ruling against the Halifax/Bank of Scotland.

Amanda Roberts 179x300 Woman gets £7,500 payout from HBOS after hundreds of nuisance calls

Harrassed restaurant worker Amanda Roberts took the bank to task after receiving a staggering 547 phone calls in one year when she fell behind with repayments for a £7300 loan. Despite being off work with stress and telling them that she was already discussing the problem with her local branch, their call centre monkeys phoned from 8am to 9pm – and when they started calling her elderly parents instead, she decided to take legal action.

‘They wouldn’t stop ringing and when I asked for a supervisor they hung up on me. I was absolutely devastated and paralysed, I was angry, shaking and tearful. I couldn’t eat or sleep because of the calls.’ she gibbered.

Five years of bullshit later, the payout won’t even begin to cover Amanda’s £10,000 legal bills, but the Court of Appeal ruling is a very satisfying slap on the wrist for HBOS. The volume of calls was described as ‘intimidatory bullying’ and while Amanda probably won’t see a penny of her damages, it’s one in the eye for the big tossers.

HBOS mumbled: “We are confident that our policies and procedures have been updated, addressing the concerns raised.”

Now all stressed out Amanda needs is a few extra quid for therapy and a long soak in a spa for ooh, about five more years. Maybe HBOS could help her out with another loan?

 Hewlett Packard halt online orders right on your doorstep... You see the delivery van pull up and start punching the air because you are within seconds of getting your hands on the bargain of the century. Over at HUKD, HP sold some expensive graphics card valued at £585 for just £12. Before you say it, we know it sounds too good to be true but the course of events that followed led many to believe that they had bagged one of these heavily discounted bits of kit.

HP accepted the orders, processed them from the warehouse, took payment and then shipped these with DPD and confirmed this to their customers. However, quite a few over at HUKD are now saying that once DPD had arrived and scanned the item prior handing it over, HP had placed an alert to state that the item must NOT be delivered and instead retained by DPD before being returned to HP.

When considering your legal position in this situation you must review the Terms of Sale by HP. Commonly, a retailer will state that the contract is not formed when payment is taken but instead when they confirm that the item has been despatched. So, that was exactly what we expected to see when reviewing the Terms on the HP website but instead we found their likely get out clause:

“HP reserves the right to cancel any accepted order prior to delivery, at HP’s discretion (whether or not payment was made), and this in case of any material errors in connection with your order”

So, it seems that they probably CAN recall the product right up to the moment that their delivery company rocks up to shatter your dreams. However, within your Order Confirmation they also state:

”Correct prices and promotions are validated at the time your order is placed”


“We will send you an email with estimated delivery date once your order has been accepted”

By confirming that the item has been despatched they have accepted your order which is an integral part of the formation of a contract. They are also stating that prices are validated by them when your order is placed. We have the offer, the acceptance and they have your money (consideration). So, we have a contract, don’t we?

Quite clearly some confusion not just on our part but also from HP. We are currently waiting on a response from them to clarify their position.

A BBC investigation has learned that that almost 350,000 parking fines (totalling £23m) might have been issued unlawfully to London motorists. The investigation will be screen on Inside Out, on BBC1 London at 7.30pm on Monday, and will be viewable on iPlayer afterwards.

It all hinges on a ticket that was issued in a suspended parking bay in Camden, where the council didn’t have authorization for the signage. The sleuths at the Beeb have learned that 14 councils still have no authorisation for the signage. Which is a bit embarrassing.

In a stunning piece of loopholery, it seems that the Department for Transport (DfT) designs road signs for most situations, which authorities must use, but it has never produced a suspended parking bay sign. If no sign is set out by the DfT, the law says councils must ask the transport secretary to authorise their own creations.

The aforementioned 14 councils have no authorisation for their own versions of the signs while others didn’t get authorisation for years.

parking space £23m of London parking tickets may have been unlawful

The councils with no DfT authorisation for their signs are: Greenwich, Southwark, Westminster, Barnet, Bexley, Bromley, Croydon, Ealing, Hillingdon, Kingston-upon-Thames, Merton, Redbridge, Sutton and Waltham Forest.

The following councils received authorisation in 2010 or after: Camden, Islington, Hackney, Lambeth, Harrow, Wandsworth, Havering, Barking and Dagenham, Brent, Newham, Hounslow, Lewisham and Haringey.

Essentially, if you’ve received a ticket relating to a suspended parking bay from one of those councils, you could have a strong case for challenging it. Find out more on Inside Out or by consulting the forums at PePiPoo.

item 212x300 Banquet Records will take your worthless HMV vouchers and give you 50% offIf you’ve got a (currently useless) HMV gift card and are in the vicinity of Kingston-upon-Thames, you can use it to get 50% off a purchase in local indie Banquet Records – no matter how small the amount is that is pre-loaded on to your card.

A statement on the Banquet site says:

We’re very aware and sad that people are looking at losing their jobs, and we’re concerned about the effect HMV’s possible closure may have on physcial releases in general. However, one gripe many have is the current situation where gift cards are now no longer valid at HMVs. Whatever happened, its certainly no fault of the person who got someone a Christmas gift, and its unfair on someone to not be able to use their credit.

We wanted to find a way to make these gift tokens valid at our store. So this is the idea we could come up with. We’ll offer anyone with a valid HMV gift card 50% off in our store up to and including Sunday 20th January.

We want people to come and experience our record shop. To see it’s not all doom and gloom for music retail nor for the high street in general. To come and re-embrace physical releases and the experience of buying them. Pop into our store at 52 Eden St, Kingston and we look forward to welcoming you.

A nice gesture and one that’s well worth taking up if you’re in the vicinity and have an HMV gift card burning a hole in your pocket. There’s a few T&Cs as well, so check out the Banquet website before you start spending.

euros 300x266 EU gets shirty with companies who try and obtain consent through the backdoor*Some people dislike the EU, and the bunch of interfering bureaucrats sometimes seem to exist for the sole purpose of creating unnecessary legislation, like the recent change to insurance premiums on the basis that they were sexist. Even though they were actuarially correct based on observed differences in life expectancy.

However, now the EU have actually come up with something really useful in the data protection region to stymie sneaky website sorts who pre-fill tick boxes to opt you into receiving crap stuff you probably don’t want.

This time last year, the EU produced a draft of a General Data Protection Regulation to tighten rules, while allowing information to pass freely within the EU. However, a new report from the European Parliament’s Civil Liberties Justice and Home Affairs Committee has put forward amendments to the proposed law that would mean consumers would not have to ‘opt out’ when visiting websites that have automatically filled in tick boxes to obtain consent for the site to use their personal data. The report claims that such practices do not confer consent which should be obtained in a manner that is “explicit, freely given, specific and informed” and collected through a statement or “clear affirmative action”.

Report author Jan-Phillip Albrecht said:

“In order to ensure free consent, it should be clarified that consent does not provide a valid legal ground where the individual has no genuine and free choice and is subsequently not able to refuse or withdraw consent without detriment. The use of default options which the data subject is required to modify to object to the processing, such as pre-ticked boxes, does not express free consent.”

Many websites currently use this sneaky trick in order to automatically sign people up to receive undisclosed piles of junk unless boxes are unticked, with many automatically reticking boxes if the web form has to be resubmitted for any reason. Should the Regulation be amended, websites will have to be more upfront about their underhand tactics, enabling them to prove that they obtained consent legally and fairly and with the full knowledge of the user. Of course, the easiest way to do this would be to untick all the boxes. Large corporations who are in a “dominant position” in their market would face the tightest rules, should the amendments be adopted.

The report also sets out recommendations for (unquantified) “financial indemnification” in the event of any data breaches which lead to transfers of data to “non-approved ‘third’ countries” as well as new rules to allow consumers the right to access details of information shared with public authorities.

* you have a dirty mind

Is your Christmas crap, well, crap?

January 3rd, 2013 1 Comment By Thewlis

broken doll 300x200 Is your Christmas crap, well, crap?Now that all that yuletide kerfuffle is over, you might be thinking about getting rid of some of the crap you received in the spirit of goodwill. We gave you a quick rundown of your consumer rights of return last month, but what happens if your gift is faulty.

New figures released by the Citizen’s Advice Bureau (CAB) show that, between April and November the consumer service in England and Wales dealt with over 400,000 complaints year about products and services worth a total of £3 billion. Over half of these cases concerned faulty goods and sub-standard services with an average cost of over £2,800.

This suggests that there are a lot of retailers out there selling a lot of crap. However, bearing in mind your consumer rights that a product must be of satisfactory quality and fit for purpose, surely these people in possession of rubbish goods or services can just go back to the retailer for a refund, right?

In theory, yes, under consumer law retailers must give you either a refund, part refund, repair or replacement for faulty products. However in a CAB survey, 9 out of 10 people were not fully successful when they had complained, attempted to get a refund or get the problem put right.

The top ten most complained about faulty goods were:

Second hand cars bought from an independent dealer (you don’t say)

Upholstered furniture


Mobile phone handsets

Lap-tops, notebooks and tablet PCs

Used cars bought from a franchise dealer

Beds and mattresses

Fridges and freezers

Washing machines

Women’s clothing

Citizens Advice Chief Executive Gillian Guy said:

“Many people will be disappointed by broken gifts this Christmas. But it’s even more frustrating and expensive when you can’t get your money back. By law retailers must offer refunds, repairs or replacements for faulty products but all too often this is not happening.  Household budgets are tight meaning many people don’t have the money to buy a new item if its broken and the seller has refused to sort it out.”

She continued: “Stronger, clearer consumer rights will help protect squeezed spenders from expensive purchases that go wrong, and will give businesses a boost as shoppers feel more confident parting with their hard-earned cash.”

CAB are now campaigning for better and more transparent consumer laws to:

A clear 30 day time-limit for retailers to give refunds so consumers know where they stand.

An option for class action, which would allow groups of consumers to take businesses to court. This would give customers greater confidence, and would make it more worthwhile to take up smaller claims.

Clear information to be displayed when goods are bought. Some businesses try to apply their own returns policy to faulty goods when consumers should be protected under the law.

Greater powers for the Trading Standards services to get customers compensation without having to take businesses through the courts.

All good stuff. And if it all ties in with the Government consultation on the same subject, which closed on 31 December, 2013 could be a shining new horizon for consumer rights. Maybe.

As ever, don’t forget your ’Section 75’ rights, which mean that if you buy goods costing more than £100 on a credit card, the credit card company has the same responsibilities as the trader, so you can get your compensation from them directly should anything go wrong. Your quibble is always with the seller, not the manufacturer (unless you bought direct from the manufacturer).

OFT in a bit of a tizz over CPAs…

December 14th, 2012 2 Comments By Andy Dawson
allpaulcover 2 230x300 OFT in a bit of a tizz over CPAs...

A magazine, yesterday.

If you’ve got a magazine subscription or gym membership, there’s a chance that your payments come out of your account every month without there being a easily-cancellable direct debit in place. Yup, that’ll be a Continuous Payment Authority and the OFT are a bit worried about them.

Essentially, the CPA is like a direct debit, but with the regular, ongoing payment coming from your debit card or credit card – and therefore a little bit trickier to cancel. Those clever, sneaky companies.

The OFT has decided that too many of us are experiencing problems when it comes to cancelling a CPA and have ordered companies to polish up their act and give clearer information to punters about how to cancel CPAs if they no longer wish to make payments.

Jason Freeman, legal director at the OFT, said: ‘Continuous payment authorities, used properly, provide convenience for consumers and clarity about their commitments. However, businesses must make clear to customers what they’re signing up for, when payments will be taken, and how they can cancel. Where they do not, businesses face the risk of enforcement action.’

You should be able to cancel a CPA either with your bank or with the company that is taking your money, but we’d recommend informing both parties when you want to cancel. That’s because banks and business are riddled with incompetence.

E.On to pay out £1.4m to overcharged customers

November 27th, 2012 No Comments By Andy Dawson

EON UK RGB 300x99 E.On to pay out £1.4m to overcharged customersWHOOPS! Looks like E.On have either been using a malfunctioning calculator or have been putting the decimal point in the wrong place. That’s because it turns out that they’ve overcharged 94,000 customers and now have to pay them back £1.4m, with another £300,000 going in the coffers of charity Age UK.

E.On cocked up by overcharging on exit fees, making an error during a 30-day window that allows customers to switch supplier before a price rise. The rules state that customers who are on fixed-rate deals shouldn’t have to pay an exit fee if they switch, but E.On seemingly got a bit muddled about that.

Also, losing 94,000 customers to a rival must sting a bit, eh? Although, to be fair, it does cover a three year period from 2008 to 2011. If you were overcharged, you should receive a rebate from E.On by the end of January and you do not need to contact the company yourself. So watch out for that post-Christmas windfall (£14.83) flopping on to your doormat.

David Bird of E.On chirped: ‘We are very sorry to have let down some of our former customers and have made clear that we will refund the money plus interest. Our systems are being updated. We have been open in our failure with the energy regulator, Ofgem, and are pleased to have agreed with them how we can put this right and have identified all customers who are due to receive payment from us in January.’

Nice one Bird. Now go and ‘update’ those ‘systems’.



Bitterwallet win an Amazon Kindle 3G 214x300 Amazon, and the strange case of the disappearing Kindle library...Imagine if someone came round to your house, stormed in, took all of your books off your shelves and set fire to them in front of your very eyes. You’d think you were living in some kind of dictatorship, right?

According to a blog (yes, sigh, we know) that’s kind of what has happened to avid reader Linn (no surname), except in a digital sense as opposed to a physical one.

The other day, as if by crap magic, Amazon closed her account and wiped her Kindle. All the e-books that she’d bought from them in the past – gone. Linn was concerned by this and emailed Amazon, asking them what the flipping heck was going in. Starting with their initial reply, here is the frustrating game of email tennis that ensued…

Dear Linn [last name],

My name is Michael Murphy and I represent Executive Customer Relations within Amazon.co.uk. One of our mandates is to address the most acute account and order problems, and in this capacity your account and orders have been brought to my attention.

We have found your account is directly related to another which has been previously closed for abuse of our policies. As such, your Amazon.co.uk account has been closed and any open orders have been cancelled.

Per our Conditions of Use which state in part: Amazon.co.uk and its affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders at their sole discretion.

Please know that any attempt to open a new account will meet with the same action.

You may direct any questions to me at resolution-uk@amazon.co.uk.

Thank you for your attention to this email.

Michael Murphy
Executive Customer Relations


Dear Michael Murphy,

I am very surprised to read your email. What do you mean by “directly related to another which has been previously closed for abuse of our policies”. I can only remember ever having this one account, and I use it quite regularly to buy books for my Kindle, as you probably can see by my purchase history. How can there suddenly be a problem now? I use amazon.com and not co.uk for my Kindle, does that make any difference?

I sincerely hope you can help me solve this matter, because I would very much like to have my account reopened. And please let me know if there is any action I can take to help.

Best regards,
Linn [last name]
[Linn's phone number]


Dear Linn [last name],

As previously advised, your Amazon.co.uk account has been closed, as it has come to our attention that this account is related to a previously blocked account. While we are unable to provide detailed information on how we link related accounts, please know that we have reviewed your account on the basis of the information provided and regret to inform you that it will not be reopened.

Please understand that the closure of an account is a permanent action. Any subsequent accounts that are opened will be closed as well. Thank you for your understanding with our decision.

I appreciate this is not the outcome you hoped for and apologise for any disappointment this may cause.

Michael Murphy
Executive Customer Relations


Dear Michael Murphy,

Is it correct that you cannot give me any information about

1. How my account is linked to the blocked account
2. The name/id of the related blocked account
3. What policy that was violated

I have no knowledge about any other account that could be related to mine, and cannot understand how I could have violated your policies in any way.

Linn [last name]


Dear Linn [last name],

We regret that we have not been able to address your concerns to your satisfaction. Unfortunately, we will not be able to offer any additional insight or action on these matters.

We wish you luck in locating a retailer better able to meet your needs and will not be able to offer any additional insight or action on these matters.

Thank you for your attention to this email.

Michael Murphy
Executive Customer Relations

Linn is now massively confused and is unaware of violating any of Amazon’s terms. Maybe she did, maybe she didn’t. Either way, she’s been stonewalled by them and is completely baffled as to what has happened.

Oh, and all of her e-books have vanished. NOW WHAT?

Toyota Logo 4 300x258 Toyota recall millions of cars over greasy window glitchIf you’re a Toyota driver, you need to sit up and pay attention RIGHT NOW. If you’re having this read to you as you drive your Toyota, you need to pull over RIGHT NOW – you could be behind the wheel of a DEATH TRAP.

Toyota are recalling a whopping 7.4 million of their cars, and it’s all because of a faulty electric window switch. 138,000 of the cars are in the UK – could YOU be sitting behind the wheel of one of them?

The Japanese car giants have revealed that more than a dozen models produced between 2005 and 2010 were affected by a faulty power-window switch. Grease had not been applied evenly during production, causing a fire risk.

In the UK, certain RAV4, Auris, Yaris and Corolla models built between September 2006 and December 2008 are said to be affected and owners will be contacted by Toyota in the next six weeks. Don’t panic though, as no crashes or injuries have been reported in connection with the problem.


Screen Shot 2012 10 04 at 10.20.50 ProCook are the good guys as they honour pan price errorWe deal-hunters are all way too familiar with the misprice that is never honoured – usually perpetrated by one of the retail big guns. Someone makes a ‘mistake’ on the website, a 50” TV is offered for £99, everyone on HotUKDeals piles on before the offer is withdrawn and all the orders are cancelled. So many times, so much heartache.

But hey, what’s this? Why it’s a misprice that has been HONOURED, and what’s more, it’s cost the merchant a cool £10,000. To be honest, they must be mad – we hope it doesn’t contribute to their demise.

The company are ProCook and towards the end of last week, a frying pan with an RRP of £18 was listed on their site as costing ZERO pence, with £4.95 delivery. Naturally, it made its way on to HUKD and a bunch of people ordered it, fully expecting to never see the thing.

Sure enough, the price rose again a few hours later and it looked just like another offer that was too good to be true and wouldn’t be honoured. But then it was. ProCook decided that they were going to do the decent thing and dispatch one pan to every person that had ordered one. However, the people who had cheekily ordered 40 of the pans would only get one, which is fair enough really.

ProCook sent this email to everyone who had ordered the magical pan…

Dear Customer,

You may be aware that over the weekend we had a system error on our website, the result being that our 28cm Fusion frying pan was showing at a cost of £0!

Clearly this was an error for which we apologise, and it is now showing at its proper price of £18 (High St price £36) which, we are sure you will agree, is still great value.

However, we recognise that you really wanted to enjoy the opportunity of receiving a free frying pan and so, as a gesture of goodwill, we are going to send you one free of charge in any case. If you ordered more than one frying pan then you are welcome to reorder any quantity over and above your free one but at the correct price. P&P charges, where applicable, will still be charged to your account.

As we have to amend our system and sort out the huge number of orders we received for this item you will hopefully understand that your order will take a little while to process and we respectfully ask for your patience until the end of the week to receive your parcel.

With best wishes,


Paul Nikkel, some bloke from HotUKDeals, parped: “ProCook’s response to the price glitch has been first class. They don’t have a legal obligation to honour it, but they are savvy enough to realise that a swift, fair response will enhance their reputation with shoppers. We and our members welcome their stance and only wish other retailers were as fair in their treatment of price glitches.”

Here’s the happy ending – over the past day or so, HUKD users have started taking delivery of their free pans! Here’s one as photographed by ‘bossyboots’ for the site.

pan 373x500 ProCook are the good guys as they honour pan price error

We’re almost in tears here. So beautiful. So much pan love.

clamped1 Wheel clamping outlawed   but will the motorist be any better off?Good news: as of today, it is illegal for wheel-clampers to ply their murky trade on private land in England and Wales.

Bad news: the rules have changed regarding the issuing of parking tickets on private land, meaning that unpaid charges can be claimed from the keeper of the vehicle in addition to the driver at the time of the ‘offence’.

Additionally, there will be a new independent appeals service, which will be funded by the British Parking Association (BPA) – but where THEY get their money from is anyone’s guess.

The idea of the new appeal scheme is to allow motorists to be protected against rogue wheel-clampers and car-towers. It will allow them to appeal against fines issued by companies belonging to the BPA. Having said that, it occurs to us that the aforementioned rogue wheel-clampers and car-towers won’t sign up for BPA membership and will carry on as before, operating on the wrong side of the law. We could be completely wrong of course – it’s happened before.

Local Transport Minister Norman Baker said: “These new parking arrangements deliver a fairer legal framework for motorists and landowners, while getting rid of the indiscriminate clamping and towing by private companies for good.”

A PDF on the guidance of the new law can be downloaded from the government here – meanwhile, your best port of call for advice on implementation of the new law is the PiPeePoo Fightback forums.