As a result, Ryanair has agreed to:

• Provide clear information about Ryanair’s Price Guarantee and qualify as necessary any statements that Ryanair is guaranteed to offer the lowest prices.
• Give further prominence to links on its website and in email promotions that contain information about optional services and charges such as for checked-in baggage.
• Give further prominence to links on its website and in email promotions that contain information about any terms and conditions applicable to promotional offers such as the days or dates on which offer prices are not available.
• Ryanair has now implemented all the agreed changes.

The OFT Director of Consumer Markets, Mike Haley welcomed Ryanair’s action which he believes will make it easier for consumers to access the information they need when choosing low cost flights.

Since July 1st 2009 however, new rules have come into force which cap roaming charges at 11 Euros (10p) for a text, and 1 Euro (85p) per megabyte for a data download, excluding VAT. The rules also further reduce the cost of voice calls, while also forcing companies to charge their customers per second of usage, instead of rounding it up to the nearest minute.

The push to reduce the cost to consumers of excessive mobile roaming charges has been spearheaded by Viviane Reding, EU telecoms Commissioner, who said, “This is great news for European citizens who will be able to go on holiday this summer and roam with peace of mind and without the fear of ‘bill shocks’”

After it hit the headlines, store managers and companies around the UK started to get numerous calls from consumers citing this Directive and demanding enforcement of their consumer rights. But reporting of this EU Directive has not helped what is already a source of much confusion among traders and consumer alike.

In reality, this European law, is no substitute for what we already have in the UK in the form of Sale of Goods Act 1979. Under this act, consumers in the UK have the statutory right to expect products which are of “satisfactory quality and fit for purpose”. It enables us to request a repair, replacement or even a refund at any time, bearing in mind the price you have paid and the expected lifetime of the product. In many cases, this may be longer than two years and could be anything up to six.

What tends to confuse consumers and allow traders to wriggle out of their legal obligations under Sale of Goods, is the mention of guarantees or warranties (essentially the same thing). How many of us are under the impression that once a product is ‘out of warranty’, the retailer or supplier is no longer responsible? Wrong. Your statutory rights under Sale of Goods mean you may still be entitled to a repair, replacement or a refund long the warranty has expired. And don’t be told otherwise!

• Of Satisfactory Quality
  This includes fitness for purpose, life expectancy, and finish taking into account the price paid and the type and age of the laptop. For example, a cheap second-hand Netbook might be expected to have a shorter life expectancy than a brand new £2000 Apple Powerbook.
• As Described
  The laptop needs to correspond to the description provided. For example, if the description states that the laptop can play DVDs when it can’t then your rights have been breached and you can get a refund.

How to get your laptop fixed for free

This depends upon when you bought the laptop. If you have just got it then you could reasonably expect your money back or a replacement rather than a repair. If the laptop was bought less than six months ago it is assumed to have been faulty when it was delivered and the shop has to prove otherwise. However, when it is more than six months since you made the purchase then you have to prove that your laptop is actually faulty and the retailer may ask for an engineers report. In practice, this is only likely to happen once the warranty had expired.

When the warranty has expired it seems to be normal practice for retailers to simply shrug their shoulders and say they cannot do anything. There is no mention of your statutory rights! In these circumstances you need to stand firm and state that the laptop is not of satisfactory quality and you are making a claim for a repair under the Sale of Goods Act and this is nothing to do with the warranty. At this stage, you will probably be talking to the manager or head office. They are likely to ask for an engineers report to prove that the item is faulty, which is reasonably and to be expected. All you need to do is find a local reputable computer repair shop and ask them for a report. Don’t worry they should reimburse you for this. If the laptop is found to be faulty then the retailer should agree to a repair. If they cannot repair the laptop they can offer a replacement or a cash refund taking into account your usage.

If they don’t agree to repair your laptop and it is less than five years old then you will have to take them to the Small Claims Court. This is easier and cheaper than you may think and can be done online.

It is worth noting that when your laptop is being repaired you should not be significantly inconvenienced and depending on your circumstances you may be able to make a case for a loan laptop.

Just one in six British householders would trust a tradesperson’s green guidance but eight in 10 tradespeople would like to give energy efficiency advice that was respected by their customers, according to two polls from the Energy Saving Trust, the UK’s leading organisation set up to help people fight climate change.

The research was commissioned as part of the Energy Saving Trust’s Building in the Dark campaign which was launched on 2nd June 2009. The initiative aims to highlight the green skills gap among UK tradespeople, as well as campaign for new quality standards and training programmes for the housing sector on energy efficiency.

One poll – of 2362 people from across the UK – found that just 17 per cent would trust the advice of the tradesperson already doing work in their house, if they offered to install energy efficiency measures.

And more than half (56 per cent) would suspect that if a tradesperson doing a job on their house suggested energy efficiency measures for their home their motivation was to get extra work.

The second survey – of 241 UK tradespeople – found that 55 per cent of tradespeople would offer green advice if they had more information while more than eight in 10 (84 per cent) would like to be trusted by their customers to give energy efficiency advice.

More than two thirds (68 per cent) of tradespeople want clearer explanations of current environmental legislation while almost eight in 10 (78 per cent) need better guidance of changes in the pipeline for energy efficiency requirements.

Philip Sellwood, chief executive of the Energy Saving Trust, said: “If the national target of an 80 per cent reduction in CO2 emissions by 2050 is to be met it is vital we tackle the lack of energy efficiency in our existing housing stock. We simply must act now.

“Latest figures show that £23.9 billion is spent on repair, maintenance and improvement works on the UK housing stock and some of this work represents a missed opportunity to make green improvements.

“Real cost savings – in terms of labour and minimising disruption – are on offer to householders who employ tradespeople to install energy-efficiency measures when they are in doing other work. Householders can save on average £340 a year on energy bills through green improvements and energy efficient behaviours.

“We need new training schemes and quality marks for the housing sector to help householders identify skilled tradespeople with the expertise to make green improvements.

“Seventy-five per cent of people in the UK believe the best way to improve the energy efficiency of a home is when the builders are in, but until tradespeople have the knowledge, training and skills to be able to offer this expertise as second nature then they will be building in the dark.”

Brian Berry, director of external affairs at the Federation of Master Builders said: “There are already some entrepreneurial tradespeople out there and we are increasingly seeing businesses developing special services for householders who want greener and more energy efficient homes. We would like to this to become the norm rather than the exception but to increase the number of tradespeople offering energy efficient improvement works there needs to be greater demand from homeowners.

“One way to increase demand would be for the Government to cut VAT to five percent for property repairs thereby offering an incentive to have building work done. Coupling a VAT cut with more training for tradesmen should mean a real increase in energy efficient homes in the UK.”

Anthony Day from York recently renovated his Victorian Terrace house to make it more energy efficient. He said: “When I had builders in my home they did an excellent job, but some of the green measures were a first for them. We’re always looking to save money and carbon emissions and when you’re doing up your property and the builders are in, it is the perfect time for them to put in these additional green measures.

“Planning is the key. Do your homework so you know what’s possible in advance – and the best place to start is the Energy Saving Trust.”

The Energy Saving Trust Housing Programme works with housing professionals to achieve higher standards of energy efficiency in the UK housing market. The programme provides free technical guidance and solutions to help UK housing professionals design, build and refurbish to high levels of energy efficiency.

The Energy Saving Trust aims to enhance its Housing Programme by end 2009 to better help general builders and tradespeople.

The survey of 2362 UK consumers also found:

• Almost half (49 per cent) of respondents have never had a tradesperson recommend energy efficiency measures in their home.
• Respondents felt that of all the trades, electricians were the mostly likely to be able to offer the best advice on how to install green measures in their home.

The survey of 241 UK tradespeople also found:

• Plumbers are the most likely of all UK tradespeople to offer green advice to customers.
• More than eight in 10 (81 per cent) of plumbers would offer energy efficiency advice compared to just 27 per cent of carpenters.
• Electricians came in second at 73 per cent with conservatory installers at 62 per cent, builders at 56 per cent and roofing/loft conversion specialists at just under half (48 per cent).

If you are a householder who needs more information on how you can implement some home improvements contact your local Energy Saving Trust advice centre on 0800 512012 or visit the website at www.energysavingtrust.org.uk

The change means that the current balance transfer fee on the Barclaycard Platinum card has been reduced to 2.5% of the amount transferred from the previous level of 3%. This offer is available for any transfers made within 60 days of opening an account, on amounts up to £5,000. The reduction means customers will be able to save £25 on a £5,000 balance transfer onto the Barclaycard Platinum.

The reduction in the balance transfer fee following the Barclaycard announced in February that it was reducing the annual percentage rate (APR) on its Barclaycard Platinum credit card from 14.9% down to 12.4%. This means that at the end of the promotional balance transfer period, the rate on the card will revert to ne lower rate of 12.4%.

The Managing Director of Barclaycard UK, Amer Sajed, said that the reduction will mean customers looking to move their balance now have to pay less to get a market leading deal.

Along with services like identity protection, fraud monitoring, purchase delivery protection and contactless payment technology, the new lower rate will help to further consolidate Barclaycard Platinum’s position as the market leading credit card in the UK.

How do I know it is a scam?

The scammer will ask for your money! This will not happen immediately – however, before long the scammer will ask for financial help for any number of reasons. Almost always, they will ask you to send money using an untraceable source such as a telegraphic money transfer. Some of the most common reasons they give for why they need your help include:

• I want to meet you but I don’t have enough money to travel to see you
• I have been robbed and beaten, I require urgent surgery or treatment for a serious illness or me or my family member has been a victim of a serious or fatal accident and you are the only person who can help
• I am stranded abroad and I don’t have money for travel or visa costs.

Other signs are:

• Your new date looks like a model – this is probably because the scammer has used a magazine picture.
• Your new date only gives you a post office address and/or a phone number which he or she never answers and which does not have voicemail.
• Your date talks a lot about herself or himself and does not answer your questions – probably because they are sending standard emails to hundreds of people.

What can I do to protect myself?

• Only use a reputable online dating or chat service and follow the basic safety tips for online dating
• Be sceptical and ask yourself simple questions, for example; ‘why am I the only person who can help them, when I have just met them?’
• Test your date – ask them lots of questions, try to phone them or post them something or possibly suggest meeting them. If all attempts fail, you are probably dealing with a scammer.

Source: E-victims.org and Consumer Direct

Scammers offer villas in popular places for holiday rental. They use legitimate websites as well as creating their own websites. This makes it difficult to tell they are scammers. They ask you to pay 50% in advance and 50% two weeks before your stay by wire transfer. They reply to your emails, offer directions and make arrangements for airport transfers. But when you arrive you find out you’ve been scammed.

Bogus holiday clubs

You are handed a Scratch card on holiday and you find you have won a free holiday. Now you just have to attend a presentation to collect your prize. Not all holiday clubs are bogus, but there are many that are. With a reputable club you should be able to take the contract away and come back in a few days time with your decision, you should have written cancellation rights and everything that was promised to you at the presentation should be written down.

How they contact you

Scammers can call you at home or approach you on the street whilst on holiday and give you a scratchcard which reveals that you have won a ‘free’ holiday. All you need to do is go to a presentation to collect your prize and learn more about a new holiday venture. You will be told that this is not about timeshare. You will later find out that the ‘free’ holiday isn’t free, as you must pay for extras, such as flights and other add-ons and go somewhere you don’t want to go at a time that doesn’t suit you.

At the presentation

Often the presentation will be at a plush hotel. The brochures will look glossy and convincing. You will be made to feel as if you are joining an exclusive holiday club which will offer exciting and great value holidays all over the world in top class accommodation.

What they don’t tell you

Unlike the law covering timeshare arrangements, you are not necessarily given a chance to cancel if you have second thoughts.

The contract

A bogus holiday club will try and get you to sign on the spot – but do not let yourself be pressurised -ask for time to think it over before signing. If you are unsure get independent advice.

Watch out for the technique the bogus club uses:

• The presentation has lasted so long you are tempted to sign just because you are desperate to leave
• You are offered unlimited free alcohol to get you in the mood to sign up
• They have made you a special a discounted offer only valid for that day
• You are not left alone to discuss anything with your partner and you are given very limited time to view the contract.

If you have already signed up for one of these clubs and would like advice on your consumer rights, contact Consumer Direct on 08454 04 05 06.

Source: E-victims.org and Consumer Direct

They send official-looking documents and may even arrange meetings to convince you it is a real opportunity. Once you have agreed, they will say something has gone wrong. They may say things like “an official demands an up-front bribe or a fee before the money can be transferred”. When you pay the money to unlock the transfer, they will simply give one excuse after another, and then another “problem” comes up where they need some more money etc.

Arranging a transfer

This scam is often based on the premise that some major event or misfortune, such as the overthrow of a government, has resulted in large sums of money being held in a country by a person or persons who are seeking help in transferring the money to another country. A proportion of the money is offered for help in arranging the transfer.

Or, you will receive a letter, fax or email from someone who says they need help in transferring money overseas, usually US$20-30 million. Typically, the writer claims to be a senior government official, an accountant with a state owned corporation, or perhaps a relative of a deposed or dead politician. It will probably be marked ‘Strictly Confidential’ or ‘Urgent’, and offer the opportunity to share in a multi-million pound bonanza.

The writer will tell you he needs to transfer his cash to a bank in your country, and if you let him use your bank account you can keep a big slice for yourself, usually 25 or 30 per cent.

If you reply and give your banking and personal details, you will be sent fake bank statements and similar documents, all intended to prove that the money exists and is heading your way.

It doesn’t, and it isn’t.

This scam has been in operation for some considerable time, suggesting that it continues to be successful for its operators. Although this type of scam frequently originates from parts of Africa, it can have other sources. There is evidence that a similar scam has operated from the USA.

This sort of scam usually arrives by email. If the email is impersonating a known company, you can forward it to the legitimate company to let them know that they are being impersonated. Some email providers also have a phishing or spam reporting function.

If you think you have been a victim of this scam call Consumer Direct for advice on 08456 040506.

There is about this Nigerian scam in our forum.

Fraud Recovery Scams

If you were already a victim of Nigerian fraud, you may be a target for a fraud recovery scam. The scammer contacts the victim claiming that they can recover their lost money, for a price. Another approach is to say the Nigerian government has a fund to compensate victims of 419 scams, and to get their compensation you just need to fill in a form (which usually includes personal information) and send a processing and handling fee. These scams will sometimes impersonate the Nigeria fraud squad, the EFCC (Economic and Financial Crimes Commission) to gain credibility and your trust.

Source: E-victims.org & Consumer Direct

Since March 11th 2008 retailers have been prohibited from selling novelty lighters. Novelty lighters are defined as being appealing to children in terms of their shape e.g. toys, or because of sound or lights, or other entertaining features.

According to research carried out by the UK Department for Business, Enterprise & Regulatory Reform there was an average of 5 deaths every year between 1999 and 2003 caused by children under the age of nine playing with lighters.

Although ebay and Google are not supplying these items directly to consumers, they are promoting their sale with ebay profiting from commission and Google from advertising revenue on its search pages.

Google Search – Novelty Lighters – Cached Image (27.04.09)
Google Product Search – Novelty Lighters – Cached Image (27.04.09)
Ebay Search – Novelty Lighter – Cached Image (27.04.09)

According to Google’s advertising standards, users of their advertising system, Adwords, are not allowed to advertise products that contravene applicable laws and regulations in any country in which the ads are displayed. And Google shop search users must not upload products or information promoting illegal goods.

Ebay provides guidance to sellers and lists prohibited goods, but this currently excludes novelty lighters. This comes shortly after ebay attracted criticism over the sale of knives and other dangerous and counterfeit items such as Nintendo DS’s.

Organisations with the financial resources and brand profile of ebay and Google have a social responsibility to set a good example and proactively prevent the sale of dangerous and illegal products such as novelty lighters.

These novelty lighters attract children and have been directly linked to deaths and injuries. What Consumer hopes that both Google and ebay can move swiftly to remove these items from their respective systems.