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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Protecting Consumers from Rogue Builders

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guests:

• Sara Griffiths – Consumer advocate and victim of rogue building practices
• Sam Davison – Police officer, advocate for change, and victim of rogue building practices

Episode Summary:

In this episode of the Consumer Friend Podcast, Adam and Louise are joined by Sara Griffiths and Sam Davison, two advocates who share their personal experiences with rogue builders, highlighting the significant emotional and financial damage these criminals can cause. Sara and Sam discuss the importance of implementing stricter regulations and licensing in the building industry to prevent others from suffering similar ordeals. Together, they have launched a national campaign pushing for industry reform, emphasising the need for competency standards and accountability in domestic building.

Through heartfelt discussions, they reveal the personal toll of encountering unsafe construction, legal battles, and financial devastation, and how it has shaped their commitment to protecting others. The episode also covers practical advice for consumers on finding trustworthy builders and offers insights into the current campaign's journey through government processes.

Key Takeaways:

1. Significant Financial and Emotional Impact: Rogue builders cost UK homeowners around £1.5 billion each year, leaving projects incomplete or dangerously executed.
2. The Need for Industry Reform: Sara and Sam advocate for licensing builders, aiming to introduce accountability and competency standards similar to those in other professions.
3. Challenges in the Legal System: Victims often struggle to seek justice due to limited resources in trading standards and the high costs of legal action.
4. Support for Campaign for Licensing: Their campaign for stricter regulations has gained 10,999 signatures and is now attracting support from MPs and organizations like the Federation of Master Builders.
5. Advice for Consumers: Research extensively, meet with past clients, verify company history, and use reliable recommendation sources to avoid rogue traders.

Resources & Links:

• Consumer Friend Website – For more information on consumer rights and resources.
• Federation of Master Builders – Support and advocacy for reputable builders and safe practices.
• Citizens Advice – Support for those seeking help with rogue traders.

Follow Us:

• Website: Consumer Friend
• Twitter: @ConsumerFriendUK
• Instagram: @ConsumerFriendUK

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Modern Communication with Nick Looby

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guest(s):

• Nick Looby – Modern communication specialist, keynote speaker, TEDx presenter, and author of Modern Zombies.

Episode Summary:

In this episode, Adam and Louise are joined by Nick Looby, an expert in human-centric communication. With over a decade of experience, Nick specialises in helping individuals and organisations navigate the rapidly changing communication landscape, balancing technology with meaningful human interactions.

The conversation touches on how technology has enhanced our lives but often at the cost of genuine human connection. Nick shares insights on the impact of over-reliance on technology, social media, and digital communication tools, and how it’s crucial to balance efficiency with empathy. The trio discusses practical ways to engage in more human-centered communication, the importance of face-to-face interaction, and how we can reclaim our natural communication skills in both personal and professional settings.

Key Takeaways:

1. The Overreliance on Technology: While technology makes communication more convenient, it often strips away the empathy and rapport we naturally build through face-to-face interactions.
2. Human-Centric Communication: It’s essential to bring back the human element in conversations—whether at work, at home, or socially—to improve relationships and communication effectiveness.
3. The Role of Empathy: Technology should enhance human interactions, not replace them. Empathy is crucial in building strong, meaningful relationships.
4. Face-to-Face Interactions: Genuine conversations in person or over the phone still hold immense value compared to scripted or digital communication like emails or texts.
5. Modern Zombies: Nick's book Modern Zombies challenges readers to rethink how technology is changing communication and what it means for human relationships.

Resources & Links:

• Nick Looby’s Website – Nick’s platform for communication training and speaking engagements.
• Modern Zombies Book – Nick’s book exploring the effects of technology on human communication.
• Consumer Friend Website – Visit for more information and resources on consumer rights.

Follow Us:

• Website: Consumer Friend
• Twitter: @ConsumerFriendUK
• Instagram: @ConsumerFriendUK

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Championing Survivors with Lucy Wade from You Don't Own Me

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guest(s):

• Lucy Wade – Founder of You Don't Own Me (YDOM), a platform for raising awareness of domestic abuse and offering resources and support to survivors.

Episode Summary:

In this powerful episode of the Consumer Friend Podcast, Adam and Louise are joined by Lucy Wade, the founder of You Don't Own Me (YDOM), a platform dedicated to raising awareness around domestic abuse, particularly focusing on post-separation abuse and coercive control. Lucy shares her vast experience working with survivors of abuse, both through her personal advocacy and professional efforts. She talks about the complexities of domestic abuse and how it extends beyond physical violence to emotional, psychological, and financial control.

Lucy’s mission with YDOM is to create a safe, inclusive space where survivors can seek support, understand their experiences, and find the strength to move forward. She also hosts a podcast, "Dip in and Out with Lucy," where she discusses these issues in depth with professionals and survivors alike, creating a much-needed conversation around the topic of domestic abuse.

Key Takeaways:

1. Domestic Abuse Statistics: In England and Wales, one in four women will experience domestic abuse in their lifetime, and police receive a domestic abuse-related call every 30 seconds, yet underreporting remains a huge issue.
2. Post-Separation Abuse: Domestic abuse doesn’t always end when a relationship does. Post-separation abuse, especially coercive control, is a significant and often overlooked aspect of abusive relationships.
3. Empowering Survivors: Lucy’s work emphasizes the importance of empowering survivors, helping them rebuild their confidence and regain control of their lives.
4. Supporting Survivors: Friends and family play a critical role in offering non-judgmental support to those who may be experiencing abuse.
5. Raising Awareness: Platforms like YDOM and Lucy’s podcast aim to break down the barriers of shame and blame, encouraging open conversations about domestic abuse in society.

Resources & Links:

• You Don't Own Me (YDOM) Website – Lucy’s platform for supporting domestic abuse survivors.
• Refuge – Domestic violence help for women and children.
• Women's Aid – National charity working to end domestic abuse against women and children.
• National Domestic Abuse Helpline – For confidential support and advice (Freephone: 0808 2000 247).
• Clare’s Law – The Domestic Violence Disclosure Scheme for checking if a partner has a history of abuse.

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Release Date: 30/09/24

Host(s):

• Adam
• Louise (LouBax)

Guests:

• Jon Walters – Senior Service and Contract Manager, Citizens Advice
• Judith Wood Archer – Senior Delivery Director, Society Matters Citizens Advice Gateshead

Episode Summary:

In this episode, Adam and Louise are joined by Jon Walters and Judith Wood Archer from Citizens Advice. The discussion revolves around the incredible work Citizens Advice does to support communities across the UK, handling over 5.5 million consumer-related issues in 2022. From helping consumers navigate energy issues and debt advice to ensuring individuals understand their rights, Citizens Advice plays a vital role in consumer protection.

Judith shares insights from her 18 years of experience at Citizens Advice Gateshead, the largest branch in the country, while Jon discusses how the national team works to advocate for consumer rights and influence government policies. Together, they explore how the cost-of-living crisis has impacted consumers and the importance of offering practical, accessible support when people need it most.

Key Takeaways:

1. Citizens Advice’s Reach: In 2022, the Citizens Advice Consumer Service handled over 5.5 million consumer issues, and their website received 29 million visits, focusing on consumer rights, energy issues, and debt advice.
2. Cost of Living Crisis: Citizens Advice has seen a significant increase in demand for services, with many clients struggling due to rising living costs and debt.
3. Importance of Early Intervention: Judith and John emphasize the need for people to seek help early to prevent small issues from escalating into crises.
4. Citizens Advice’s Impact: The organization delivers services both locally and nationally, offering vital advice and support in areas like housing, benefits, and consumer protection.

Notable Quotes:

1. Jon Walters: "We try to give people the help and advice they need, but part of our job is to be the people's champion, influencing decision-makers to see things from the perspective of those in need."
2. Judith Wood Archer: "It's often not until people are in crisis that they seek help. But if we can catch them early, it's like untying a simple bow instead of cutting through a knot."
3. Adam Carter: "Citizens Advice is like a safety net – people don’t think they need it until a problem happens."

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In this episode, Adam and Louise sit down with Paul Maskall, a leading expert in fraud prevention, to discuss the emotional response to fraud. They explore why people often think fraud won't happen to them, despite it being one of the most common crimes in the UK. The conversation delves into human behaviour, how criminals exploit our emotional states, and ways we can better protect ourselves in the digital world.

Paul offers deep insights into the psychology behind fraud, social engineering, and the limitations of human intuition when facing online manipulation. The discussion also touches on how organisations like UK Finance and City of London Police are working to protect consumers and businesses from fraud and scams.

Key Takeaways:

1. Fraud is common, yet under reported: You are more likely to be a victim of fraud than any other crime type in the UK.
2. Human vulnerability: Fraudsters target emotional and psychological vulnerabilities, often exploiting moments of distraction or emotional distress.
3. Intuition is not always enough: People often trust their gut feeling, but Paul highlights that our emotional instincts are not always accurate when assessing fraud risks.
4. The role of technology: Both criminals and anti-fraud agencies are using technology, but it is essential to be mindful of our emotional states when interacting with potentially fraudulent messages.

Notable Quotes:

1. Paul Maskall: "Your vulnerability to fraud doesn’t depend on intelligence or tech skills – it depends on being human and breathing."
2. LouBax: "We’re humans; we’re trusting by nature, and criminals know that."
3. Paul Maskall: "It's like pushing a wet noodle up a hill, trying to convince people of risks they can't see."

Resources & Links:

• Consumer Friend Website – for all consumer rights information
• UK Finance – For insights on fraud prevention and financial security.
• Action Fraud – Report any fraud incidents here.
• Stop Fraud UK – Resources for staying safe from fraud.

Timestamps:

• [00:00] – Introduction to the episode and guest
• [05:30] – Paul Maskell’s role at UK Finance and City of London Police
• [15:00] – The psychology of fraud and manipulation
• [25:45] – Trusting your gut vs. emotional manipulation
• [35:00] – Final advice on preventing fraud

Release Date: 16/09/24

Host(s):

• Adam Carter
• Louise Baxter (LouBax)

Guest:

• Paul Maskall – strategic fraud prevention and behavioural lead for UK Finance and the City of London Police

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