Release Date: 23 Dec 24

Host(s):

Adam Carter

Louise Baxter MBE (LouBax)

Guest(s):

Jemma Cox – Trading Standards Officer, Chartered Trading Standards Institute Lead Officer for Civil Law, and lecturer at Cardiff University

Episode Summary:

In this festive episode of the Consumer Friend Podcast, Adam and Louise sit down with Jemma Cox to discuss the top five consumer issues facing shoppers this Christmas. From secondhand cars to online shopping pitfalls, Jemma shares actionable advice to help listeners navigate the busy holiday season with confidence.

The conversation ranges from spotting counterfeit products to dealing with rogue traders in the green energy sector. Whether you're buying gifts, furniture, or even a secondhand car, this episode is packed with insights to help you shop smarter and protect your rights.

Key Takeaways:

Furniture Purchases:

Be cautious when buying furniture, especially in-store, where returns aren’t automatically guaranteed unless the retailer’s policy allows it. For online purchases, remember the 14-day cooling-off period unless the item is bespoke.

Online Clothing Issues:

Beware of inconsistent sizing and delivery mishaps. It’s the retailer’s responsibility to ensure your package arrives safely. Check for flexible return policies before making a purchase.

Home Improvements and Green Energy Scams:

Stick to reputable providers like TrustMark, and avoid cold callers promising energy savings or quick fixes. Always research businesses thoroughly before committing to home improvement projects.

Car Servicing:

Insist on clear evidence for suggested repairs. Jemma advises requesting part numbers and service details so you can compare quotes and avoid unnecessary costs.

Secondhand Cars:

The ROAR method is essential for used car purchases:

• Research the car’s MOT history and seller reviews.
• Observe any warning signs during the test drive.
• Ask detailed questions and get answers in writing.
• Right to Reject if faults are found within the first 30 days.

Resources & Links:

• Ask the Regulator – Shared Regulatory Services
  • Apple
  • Spotify
• Consumer Friend Website – For detailed tips and consumer protection resources.
• Citizens Advice – Comprehensive guidance on consumer rights.
• TrustMark – Find reputable tradespeople for home improvements.
• MOT History Checker – Check the history of a secondhand car before purchase.

This episode is packed with practical advice to keep your holiday shopping stress-free and informed. From all of us at Consumer Friend, have a Merry Christmas and a Happy New Year! 🎄

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Episode Title: Simplifying Housing Issues with Jennifer Harris from Tenancy Deposit Scheme

Release Date: 9 Dec 24

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guest(s):

• Jennifer Harris – Head of Policy Research and Strategy at the Tenancy Deposit Scheme (TDS)

Episode Summary:

In this episode of the Consumer Friend Podcast, Adam and Louise sit down with Jennifer Harris, Head of Policy Research and Strategy at the Tenancy Deposit Scheme (TDS), to discuss their innovative new tool: the My Housing Issue Gateway.

Navigating tenancy disputes and housing rights can be overwhelming for renters and landlords alike. The Housing Gateway is here to change that. Jennifer explains how this free, user-friendly tool provides tailored action plans, letter templates, and phone scripts to empower tenants and landlords to resolve issues effectively.

From damp complaints to deposit disputes, this episode covers how the Gateway is transforming the rental landscape by making housing rights accessible to everyone. Whether you're a tenant facing a difficult landlord or a landlord looking to meet your responsibilities, this episode offers practical advice and insights you can use.

Key Takeaways:

• The Housing Gateway: A free tool to help renters and landlords navigate tenancy issues with personalised action plans.
• Raising Awareness: Over 50% of tenants in England don’t know where to turn for help with housing problems. The Gateway aims to change that.
• Tailored Solutions: Users get customised advice, ready-to-use templates, and scripts to make resolving disputes less stressful.
• Empowering Tenants and Landlords: The Gateway helps bridge the communication gap, improving outcomes and raising standards across the rental market.

Resources & Links:

Tenancy Deposit Scheme (TDS) Website – For information on deposit protection and housing resources.

TDS Charitable Foundation – Access the My Housing Issue Gateway here.

Consumer Friend Website – For additional tenancy advice and resources.

Timestamps:

• [00:00] – Introduction: Adam and Louise introduce the topic and guest, Jennifer Harris.
• [03:15] – Jennifer explains the inspiration behind the My Housing Issue Gateway.
• [08:30] – The problem: Why tenants and landlords often struggle with tenancy issues.
• [15:00] – How the Gateway works: Personalized action plans and templates.
• [23:00] – The importance of empowering tenants and raising standards in the rental market.
• [32:00] – Where to access the Gateway and how it’s being rolled out.
• [40:00] – Final thoughts and advice for tenants and landlords.

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How our language is blaming fraud victims

Release Date: 25 Nov 2024

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guest(s):

• Dr. Elisabeth Carter – Associate Professor at Kingston University specializing in criminology and forensic linguistics.

Episode Summary:

In this episode of the Consumer Friend Podcast, Adam and Louise are joined by Dr. Elisabeth Carter, a leading expert in forensic linguistics and criminology. Dr. Carter provides fascinating insights into how language is used by criminals to manipulate and coerce their victims, from postal fraud to romance scams and APP fraud (Authorised Push Payment fraud).

Elisabeth explains the psychological tactics used to groom victims into compliance, comparing these methods to coercive control in domestic abuse. Drawing from her research and collaboration with law enforcement, she discusses how tailored communication and reframing language—such as using "stolen" instead of "lost"—can empower victims and challenge the stigma of fraud.

Listeners will walk away with a greater understanding of the power of words in both committing fraud and supporting victims, as well as how to spot and resist these manipulative tactics.

Key Takeaways:

1. Fraud as Coercion: Fraud mirrors coercive control, focusing on manipulating victims through language and psychological grooming.
2. The Power of Words: Criminals use carefully chosen phrases to instill trust, urgency, or fear, grooming victims into harmful actions.
3. Victim Support: Using empathetic language—such as framing funds as "stolen"—can empower victims and reduce feelings of shame or blame.
4. Neurodiverse Vulnerabilities: Criminals exploit how neurodiverse individuals may interpret language literally, underscoring the need for protective measures.
5. Collaboration with Law Enforcement: Elisabeth’s work helps police and other responders improve their communication with victims, ensuring more effective support.
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Resources & Links:

• Consumer Friend Website – For tips and resources on consumer protection.
• Thames Valley Police Romance Fraud Booklet – Co-authored by Dr. Elisabeth Carter.
• Action Fraud – UK’s national fraud reporting center.
• Victim Support UK – Support for victims of crime, including fraud.

This episode is a must-listen for anyone interested in understanding the psychological impact of fraud and the importance of language in supporting victims and combating criminal tactics.

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