Challenging Illegal Retailer Returns Policies

BBC Sounds Music, Radio Podcasts The Named Bond Aricon Believe Saturday Bond, license to save. We're going to hear exactly how it works sometime. this month The following day there was a penny which seems so insignificant to this little person. It was a free penny. Do I just leave it as it is or are they going to come clawing the money back in a few months time? Hello and welcome to the Comingly named the Martin Lewis podcast. I do wonder what that's going to be about. This is our Question Time episode where you get to ask me your questions on absolutely anything and everything open brackets within reason closed brackets. In this week's party, you ask me, Is my car finance agreement covered by the misselling redress scheme? Can my partner and I couple up to ramp cash back offers? I've told Monzo it's overpaid me, it's done nothing. Do I get to keep the money? What can I do about a retailer that keeps displaying the wrong returns info online? And we've got a lovely success story involving a nine year old doing jobs for money and a bit of singing too. Not from me. Don't worry . Play the theme chew Welcome to our Question Time Edition of the podcast where you can ask me anything and everything you like. Here's the brackets within Reason Close brackets. And of course, joining me and putting the whole thing together is the one the only the curator of quest ions professor sir Matthew Burnham Esquire . I'll do it for myself. You didn't notice . You missed out Doctor? I did miss out doctor. Oh , I noticed straight away. Okay, do you know why I missed out Doctor? Oh, go on. What did you forget to bring to the studio that's causing you more difficulties in your production? I knew you'd mention this. So I left my laptop at home and you've been fiddling around and been a little not quite sure where you're going because of that. Yeah, it just holds a little bit less, little bit less efficient I than so'm afraid I didn't feel you could have your doctor in your time Honorary doctorate has your honorary you've kept your honorary professorship, you've kept your honorary knighthood and your honorary esquireness and just to clarify for everyone listening, they are all honoring, none of them are real titles. I wish they were. They are titles within the canon of this podcast. That's quite a good way to phrase it. It's quite a nerdy way to phrase it's also within the canon of this podcast, a nerdy way to phrase. Now I know what many listeners will be waiting here is for any updates on the suggested name for people who are contacted and either get read out or call up the show. Have we had any suggestions in? Loads loads. Okay, give me them, give me them. I'm going to give you my instant reaction. I promise I haven't heard any of these before. I'm going to do this live on air. Or should no. I tell you what, we're a proper podcast who's meant to be doing serious stuff. We're going to save this till the end. Oh, are you sure? Do you want one now? All right, one. One. Okay , so we've got Kiara. She says Savvy Sally's. Ooh . She's also given a few others. Budget conscious questioners. BC , the brilliant brilliant budget conscious BBCs. Oh, yeah, not doing we' BreBC. No.re Sadpsheets . I like spreadsheets. Put that one on the spreadsheet. Okay, or inquisitive money saving experts. I don't think we can use that. No we can't there's trademark issues and all types of compliance cross promotional issues that go on me that. Go back to Sports Savvy Sally is very interesting. I'll tell you why Savvy Sally is very interesting because again, regular listeners going very niche. We'll know about Rosie who works for me on the podcast. Well, Rosie is here this week, but because Rosie isn't going to be here next week, the wonderful Sally is going to be filling in for Rosie and Sally is actually in the studio with me and you've just suggested Savvy Sally , which does put it quite hard on the list. Yeah. So we've got our own er of shape whether you think it should be Savvy Sally is supporting Savvy Sally's but she's she's biased so I'm not sure I'm going to take any interest to that frankly. So right, we're going to do the rest of those at the end of the pod. Shall we start with a proper question? Let's do a proper one. Okay. Matt, what's your first question for me? Where is it from? This one is from Margaret. She's emailed it in, Martin Lewis podcast at bbcot she says hello . Hello no Martin or Matt. Just hello. That's fine. She says no, it's polite. Hello, Margaret. I have had several new Ford cars over a number of years and have always used Ford finance on a fixed term contract which gives me the choice of changing my car to another new forward car during or at the end of the agreed term, keeping my car or giving it back. Does this type of contract using Ford credit fall into the car finance redress scheme? Probably is my answer. It sounds to me like it's forward options , which is a sort of PCP or HP agreement depending on how they've worked it. And the two types of agreement that are covered under car finance address are personal contract payments and high purchase PCP and HP . So if it's what I think it is and obviously I can't go any further than if it's what I think it is, to my ears it sounds like it should be covered and let's remember there are up to fourteen million agreements that are likely typ yourical seven hundred pound car finance payout . And we are going to hear the regulators redress scheme. We're going to hear exactly how it works sometime this month , sometime in March . Now when they say we will do this in March , it could last until Tuesday the thirty first. I mean, they could be doing this at five o'clock on Tuesday the thirty first. And I wouldn't be surprised or may be the Monday before unlikely this Friday but possible this Friday. And that's how these things tend to work. So what's this all about? Well , this is the fact that in three different ways people the regulator believes people may have been missold car financed. Those three different ways in a nutshell, the big one is what's called discretionary commission arrangements, DCAs. That's where the interest you paid was increased to pay the dealer or broker an extra commission. Now they were banned on the twenty eighth of january twenty twenty one so that is only for agreements before that. The other two types can be for agreements after that , which is contractual ties, basically where a broker didn't tell you was working primarily with one lender. So an example would be, yeah, we're going to put this to a panel of lenders, but they then only went to one lender. That lender wanted your business, so they only told you about that lender's business. And the other one is literally based on the rates of the commission if the commission was above a certain level, is deemed as unfairly high. Now the most important thing you need to understand in all this and the counter logical thing and the thing that confuses people is there is no way to know if you were missold without complaining . So to know if you have a complaint, you have to complain , which is and I don't know, I can't tell you because this is probably forty percent, forty five percent of car finance agreements. But the whole point is it wasn't disclosed. You just don't know. So you have to put in a complaint and you can do that free. There are free tools online that will do this for you. You don't need to be going paying anybody to do it if you're going to go through the regulators redress scheme. If you wanted to go to court, you'd probably want to pay somebody and therefore you can do it yourself. So let's just go through the are you likely impacted checklist . This is for motor vehicle finance so that's cars, vans, motorbikes, camper vans , but not caravans because they don't have a motor. The eligible dates it's any finance agreement from the sixth of april two thousand seven until the first of november twenty twenty four is the last date, but I need to be honest you are far more likely to have been misold if it wasn't in the last few years because they were improving their behaviours in those last few years. Although you could have been, but it is less likely. The finance types I've already mentioned are PCP and HP if you lease a car that is not covered in this . Now this is primarily for vehicles for personal use , although if you're a sole trader or a small partnership there and you got it for work, it could be covered if the finance is under twenty five grand . If you've paid the vehicle off or you no longer own the vehicle irrelevant . You could still have a claim this was about the finance agreement you took being missold to you, whether you still have the car or not, whether you still have the agreement or not is irrelevant. If you were miss old, you were miss old . If the owner has passed away, then the primary bene ficiary of the estate or the executor of the estate can claim on their behalf. And if you had multiple eligible car finance deals with the same firm, you can claim. If you had multiple eligible car finance deals with different firms, you can claim, but then each one would need to be a separate complaint because you're going to different firms. And the reason you want to get the complaint in and I've done lots about this and I will be doing more when the announcement comes out. The reason I'd suggest you complain is this . While under this mass redress scheme from the regulator , firms will be tasked with trying to find everybody who had car finance and was miss sold and getting in touch with them . It is both going to be far quicker to get your payout if you've complained . They will definitely know your address and be able to track you if you've complained as opposed to if they're trying to track you and you've moved house and they can't contact you and also they may not have details of old finance agreements, but you may have those details and therefore it's best to complain and get that in touch. And there is a new tool on the Equifax app. It should always be free if you're paying you haven't set it up right which can try and find old car finance agreements back to two thousand seven for you. So hopefully that gives you a start. There are some great guides online where you can go through this in detail and free tools available, but that who is eligible. I turn what was a relatively short question into a very long answer there. Yes, you did. Maybe I was trying to broaden it for everybody listening. Hopefully it makes sense. And we'll know way more detail within weeks and then this is all going to start and it's for those who've complained, you will hopefully get your payout within twenty twenty six if you haven't complained unlikely in twenty twenty six , probably sometime in twenty twenty seven if they're trying to find you . So Matt we move from car finance into a caller, I am guessing. Who'd you have for me? Into a caller with a success . Julie in Cheshire. Hi, Julie . Hi, Matt . Hello, Julie in Cheshire Whereabouts in Cheshire as a Cheshire Man, whereabouts are you? Which part? I'm in Frogshire. Oh now that's already doing very well. I know Froden very well. Well I was, when growing up , Froden was a village. I think it's a town now, but it is where a market's town . It used to have the widest village street, I think was the widest village street in in the UK because I grew up about six, seven miles away from Frogum, which is not very far when you live in that part of the world. I was in Delame Forest so I was very nearly yeah very nearly we've been up to Delame a number of times it's beautiful Right. So it's lovely to have you on. What did we do? What's the success? Well, I thought I would tell you about my success with my little girl and changing the way we look at money, I suppose . So I grew up in quite a deprived household, so money was a big issue for us . And I was explaining to Matt some of your stories hit home quite hard for me . It means I've got a bit of a difficult relationship with money. I still check pounds per pence when I go and put butter up in the market and I don't need to do that anymore . So it's quite important that's important I think that's not a bad relationship with money. I still do it too and I don't need to do it either. I think there's something there's something about keeping your wits about you. There's a difference between you can afford it and you don't want to be ripped off . Yeah, that yeah, I think that's fair. I think I find it a little bit controlling, I suppose, but I don't want my children to have that idea . And but in the same respect, they're growing up in a very different world to me, so I don't want them to think that money's no issue either , which is easy done when you know everything kind of gets paid for you. So we've always given the children a know bit of span if they do the parts or if they're helping out, but it's always been a bit haphazard. So this year decided to give our nine year old some chores and said to her, Mike, if you do all your chores each day, you can earn a pound if you've completed all of your chores all week, we will up that to ten pounds. So we'll give you the extra three pounds, but you've got to do them every day consistently . So she's like, okay, well, you know, not really understanding money properly, I suppose so we'll give this a go . By the Sunday and we made a sit and top a chart chart and so on. It's like well there's your seven pounds and actually you'll get this three pounds for free basically just for doing your job, bit like a Brucey bonus, I suppose. Bonus performance work. Yeah. Performance related bonus. I love it. Direct, correct. Yeah. So this went on for a couple of weeks, but she listens to your podcast in the car with me all the time . It is quite fun. Other topics. Neave. Neave. Yeah . Oh my god, yeah, she will explode So she listened to the podcast and obviously a lot of the topics go over ahead, but we were listening to one on interest specifically. And she was like, Mummy, what is interest? And I was like, how do I even begin to explain the question ? What did she say? I want to know . So what I said to her is it's kind of it's money that the bank give to you because you're letting them look after your money. I was like, It's quite a difficult one and the money that they give you depends on how much money you have in your bank at any one time. She's like, well, I don't she has got a bank, but as far as she's concerned, she's like, well, I don't have a bank. My money or is in my pot, I've got a pot full of pennies that adds up to what we'll do, we'll open you a bank. So I've been listening to the podcast and about all the different children savers and so on . And we do have an ISA for her. We've got an ISA for both. Can I just tell you I have such a big smile on my face? Please carry on So we've got another daughter, my eldest daughter, Robin . She's she works and she's got her own bank and she deals with her own money now . But we said to her, we'll open your bank. So we opened a revolute account which has a reasonable interest savings account attaching to it as well three percent isn't it? Yeah, three percent, yeah . But they pay their interest daily. Nice. So we put in some birthday money that she'd had, put all the pennies together and cash them all up and I took the pennies and gave her the cash and I'll deal with the pennies the battle of pennies someone in the supermarket's gonna love you. Oh I know I know I'm not sure I'm going to love it but anyway so we put all the money into her bank and there was just short of a couple of hundred pounds once we tossed it all up and put it all in for her . And she's like, well, what happens now? When do I get this interest? I was like, Well, it doesn't quite happen immediately , but let's see over the next couple of days. So there's an app that comes with a revolution account. And when we logged in the following day, there was a penny, one penny, which seems so insignificant to grown ups. But to this little person, it was a free penny, a penny that she didn't have yesterday. And not given by mummy and daddy and given by the bank, given by someone else. Yeah, she granted . Yeah , so by the following week she, tipped over and she got too pie . And it was like a revelation . For now, it's just gonna sit there making her extra money and she doesn't have to wash any pots for it That's brilliant. And let me give Neave a couple of tips from me. I'll tell you how I would describe interest . I would say interest is the price of money, which sounds very strange . But this is what happens. When you save in a bank or a savings account , you're actually giving them your money and you're allowing them to use it as they want to use it while they're holding onto it And they can use it to make money. They can use it to lend to people, they can use it to invest in companies and all of those things make them money , but they're making money on your money . So they have to pay you you are allowing them to use your money while they look after it for you. That's where the interest comes from. That's the price that they have to pay to use your money. And interestingly, there's another thing we talk about that's called debt. And that's where you owe someone money, which is almost exactly the same thing just the other way around. That's where you go to your bank and you say to them, I need some money to buy something . Can you give it to me? Can you lend it to me? And when they lend it to you , they then charge you because you get to use their money. But here's the difference . Normally when we give our money to the bank, they meant give us three or four percent. And I'll leave your mummy and daddy to talk about percent to you . But when the bank gives us money, it will charge us eighteen or nineteen percent . So you are always far better to save up for something that you want rather than to have to borrow it in advance. And you won't be able to borrow now you're way too young, but this is a good thing to learn when you're older. And one thing you could practice now is instead of when you have your money and you're doing brilliantly putting it all in the bank, I think it's absolutely fantastic. But when you have your money in the bank, you always have two choices. You can buy lots of little things with it, but then it doesn't grow, or you could have an idea of a big thing you want to get later, something that'll be really exciting and you keep it in there and you have your money and you have the money given to you by the bank and then you get to have the big thing quicker. I think Neeve sounds like you're doing absolutely brilliantly . Well done. And thank you for listening to the podcast. You are probably our youngest regular listener. Sorry, I was talking to your daughter, not to you there . No, no, no, she loves it. She absolutely loves it and she loves the theme tune. She sings the theme tune for us as well. Does she? Can we hear a single theme tune? Ah , we got it So I go work every day I got mouth I mouth I got to feed so I'm gonna make sure everybody eats Oh how was that? I didn't know you had it. That's wonderful. Matt was that, you playing it in? How did that just work? It's magic. It's the magic of the podcast. Okay, that's two producer points for you there, Matt. Thank you very much. Oh, Julie, thank you so much for calling. What a lovely feel good way be just with in the run up to Easter. That's absolutely wonderful. Thank you so much and please send my best wishes to your brilliant daughter. Daughters. I will do. Thank you so much for your time. I do appreciate her. That's a pleasure. Thank you for calling. We love that story. Thank you so much. But we're going to have to put it out as a challenge now. Do we have any younger regular listeners than nine? We would love to know, do get in touch at Martin Lewis podcast at b otco. Thanks, Julie. Thanks guys, bye. Now just one quick note on that. A lot of that whole idea about giving pocket money off pay is something I've talked about before because financial education is a big thing. And obviously as adults, we have to go out to work mainly in order to get money. And I think the idea of pocket money of pay enables children to start to understand that sense and gives them a sense of the value of money. You know, if I've spent half an hour to get this pound, half an hour doing whatever it is, tiding up the kitchen table, whatever it you've chosen them to do, that starts to breed that understanding of the value of money much more quickly and getting it as a concept, and I think it works well. The really big question and I'll leave it up to you, is do you reward them for doing things that they supp'reosed to do anyway, such as tidying your bedroom? Do you get paid for tidying your bedroom or is that your own responsibility? The choice is up to you as parents. It's an interesting one though . Matt, I don't know if we can top that, so let's just do a question. Okay, a good one though. Honestly, it was so good. A good one from Ben in Manchester. Barted . Brenda's Tadas he starts. Brenstades Martin and COQ Matt Violent. I have a question for Curator of questions, curator of questions. Yes, not the other thing. I have a question for the part I was hoping you could answer. I've just signed up for the Lloyd Ultra credit card to get the one percent cash back for the first year. And there's an option to add a second card holder. If I add my partner as a card holder to my account, would they be able to set up their own Lloyd's ultra credit card in a year's time and add me as a card holder to their account. I basically want to maximize the one percent cash back on my card this year and then next year we can have another one percent cash back on their account. Would that be a legit way to maximize the one percent cash back for two years on two different cards. Thanks for your help over the years. I made over a thousand pound last year switching banks with a murder account, which will be a nice bonus towards our Spanish wedding later this year. Oh, well, first of all, congratulations on your wedding to come , Ben and to your fiance. How brilliant for the two of you Okay , so yes, theoretically absolutely the right thing to do. If you are in a trusting relationship and that's very important and clearly you're about to get married so you're in a good place. I hate to be the one to say it, but not all relationships always work through financially in the right way for people. So it is something once you start to link your finances, you need to take that as a very clear decision that you're both understanding. Because especially with a credit card, there's no such thing as a joint credit card Your partner would be the second card holder . Everything spent on that card is legally your debt, not their debt. There is no and I've been asked this question, you know, I'm not saying it's going to happen to you at all. You've got a marriage coming up. It's going to be wonderful. But let's have to do this properly. I've been asked the question many times, you know, my partner's just spent this on or my ex partner spent this on the second credit card. It's their debt, do I have to pay it? Yes, it's your debt. That's the law. That's how it works. So you need to be very aware of that. With those caveats done, let's assume everything, I hope is all rosy wonderful and you're both happy with it. At which point absolutely, when you have a limited period offer on a credit card like a one percent cashback or similar you've got the Amex Everyday card which is similar there you get five percent cash back for the first five months. It's currently boosted up to that . It's tiered rates afterwards.'s It only for higher spenders because you got to spend. I think it's a minimum three thousand pounds on the card in order to get any form of cash back on it, but that's the whole point. One of you getting it, putting the other as a second card holder to use up that time period and then when it ends the other one of you getting it and swapping it the other way around has long been a strategy I've advocated . The only issue with the Lloyd's card is of course there is a chance that in a year 's time they may no longer have that offer. So on the Lloyd's card you get one percent cash back on all spending for a year. You also get it in the UK and abroad. It also gives you near perfect exchange rates. So it is for those who aren't in debt and don't want debt because you're going to pay the card off in full every month to make sure there's no interest . It is one of the top pick cards for spending UK and abroad and it's easy because you have one card that you do both in the UK and abroad. Set up your direct debit to repair it in full. But there is of, course a ch,ance it won't be around for your partner in a year, but that isn't actually any risk. You've lost nothing. You might have lost a slight bit of convenience that you could both have a card each rather than having a second card holder, but still if you're working your finances together, it doesn't matter. You'll get at least one year, one percent on it, and if it isn't around in a year, you've lost nothing, so you may as well give it a go. Would be my answer. With all the caveats , we talked on the pod with Adrian recently about financial abuse and economic abuse as part of domestic abuse , which is why I'm very mindful on a question like this that I have to put those caveats in there. I hope in your circumstances it's all irrelevant. Thank you for your question, Ben. So Matt, I don't know why I make it like I'm some great enormous clairvoyant because I can predict what you're going to do because we do have a format. That means it's a caller. It is a caller. Obviously. Obviously I'll take the credit. I knew it. I knew it every time. It's Anthony in Devon and he should be there. Hi Anthony . Hello, hello, Martin. Hello, Matt. Nice. Well done, correct order. Thank you. And the way you said it, Anthony, I know you had thought about what you were going to do there and making it the correct order of the Martin and the Matt. Is am I right? Absolutely yes . Boom No regular listener, Matt, we never boo a regular listener. If somebody knows about our entire who goes first Martin or Matt, then they're a regular listener and we should be applauding them. Hooray, especially if you got it right. So Anthony , what can I do for you? So I've got a question relating to cashback. Now I bank with Monzo have done for many years was one of their first customers and was given kind of early access to their original products in exchange for giving kind of constructive feedback on their services and their tech . And one of those things was you know, when you get a transaction appear on your app there's a little logo for the retailer next to it and things like that they'll be wrong. You kind of iron them out and yeah you're always product testing the volunteer product task. Yeah, so that's basically an example . Our local mechanic who we've been using for years has a very similar name and the initials of the owner to a well known high street retailer. So when I went and got my MOT or whatever , the logo for the retailer would incorrectly appear next to the transaction for our local mechanic. So I fed've that back maybe half a dozen times and they're a much bigger bank now, so they haven't really got time to sort out little things like that. So it's not really I'm getting this is, you know, there's there's a WH Smith near a WH Smith type thing? Is that what we're talking? Yeah, yeah, kind of like that, which is absolutely fine. You know, these things happen as an independent garage . Until a few months ago, Monzo started offering cash back at the well known High Street retailer . We shop there anyway, my wife and I and we're happy to, you know, to get the cash back from there. We're not going out of our way to spend there . But what we did notice is that when we went to get our servicing done or repair or new tyre, cash back would also be added to the transaction for the local mechanic . And I would say over the last few months and we've got two cars within our family. So once you add up MOTs, servicing, repairs, breakdowns, new wipers, etc , we've probably gained about fifty or sixty pounds in cashback just for those transactions. So my question really is what do we do? Do I keep telling Monzo of their mistake? Is it down to them ? Do I just leave it as it is, or are they going to come clawing the money back in a few months time once they realize what they've done . Clearly I don't know is the honest answer because this is a one off situation . You have done the right thing because you've notified them that they are giving you the cash back in error and they have not rectified their error . That in itself does not stop them coming back in future and clawing the money back, although I think it would be somewhat disingenuous if they did because you've notified them and this is their fault . My instinct and its only instinct and I sometimes say this on question time maybe rather than considering I have any expertise in this, I would consider me You know , you're mate in the pub who's generally quite good with these issues and I'm going to give you an answer in that tone rather than the this is what you should be doing Tone because it's simply it's not a precedent I've seen. I would I would contact them one more time . I would say I am formally notifying you that you are making a mistake in this cashback categorization . I would like you to formally acknowledge receipt of this . If you are going to want to claw it back, please do it now. If you don't respond to this, I will consider this money to be mine and incapable you incapable of incloring it back in future as I have notified for you and therefore I feel I am perfectly entitled to spend it. And I would give them that and I would put on that, you know, I would need a response within twenty eight days or give them some timing. So that you have formalized this, you've notified this . I think if you were to do that and Monzo were not to respond, I mean, you're never going to take it this far, but let's play it to its end degree . And then you were to make a formal complaint to the ombudsman about it that you had notified them and therefore, you know, if we're playing and it's only fifty six to quid, I'm not let's not get too much. But therefore their behavior isn't treating you fairly because it's giving you uncertainty of finances because you don't know if that money is yours or not, I think you might actually have a chance of winning that the ombudsman if you did something like that. Now while you wouldn't take it that far, I would hope a company like Monzo which tries to be strong on customer service would get the point that if it comes back in a year and you say, hold on, well here's a copy of what I sent you. I tried twice, you didn't respond, I think they'll probably let you keep the money. So I would probably just do something formal to protect myself and hopefully that will do enough. But that is that this is what I would do, Answer, as opposed to this is definitely what you should do, Anthony, if you know what I mean? What do you think of that ? Yeah, sounds sensible. I mean, yeah, giving a bit of notice, you know, with twenty eight days is great. Otherwise it's going in the holiday pop. But I'm sure I'm not the only one this has happened to . And there's going to be more retailers out there they're making the same mistake with. No, and listen, you're doing you're actually being going way above board, I suspect most people would simply go, great, thank you very much. I'll keep that. I'll keep my mouth shut, which is always a little bit dangerous because then you have got a greater risk of them coming back. And it's the inconsistency and the uncertainty which is always difficult in finances. So I think you put this in, you have done you can sleep very well at night that morally you have done absolutely everything right and that's the way I would go. What an interesting question. Thank you so much, sir. Right, pleasure. Take care. Cheers. Cheers. Speaking of the sensible friend you would ask, Matt, what's your next question? Okay, mouse is so So okay, you ready? I'm ready . Now the reason there's a laughter in Matt's voice is he will have cut this out or you might put it in just as he was trying to move to the next quest ion you just went, Oh , this mouse is just so and that's what you get for getting your eyes for getting your eyes. I'll remember it next week. All right, what's your next question? I have a question from Paul. He has emailed in he says Hi Martin and Matt, I have a question about stubborn retailers who ignore UK consumer law. I've been looking at the returns policy for an online store. Their policy explicitly states that sale items are non returnable and that delivery charges are non refundable. As a loyal listener, I know this is a direct breach of the Consumer Contracts Regulations twenty thirteen , which gives online shoppers a fourteen day cooling off period and the right to a refund on standard delivery. Correct. I contacted the company twice to point this out, but have been met with total silence. I even reported them to trading standards via citizens advice, but weeks later, the misleading information is still live on their sites, potentially tricking thousands of shoppers out of their refund rights. My question is, when the official channels like Trading Standards feel like a slow moving black hole and the company ignores you, what's the best way to actually force a retailer to update their terms. Is there a nuclear option for consumers to protect others from being misled by illegal T's and C's. Love the show, Paul. Oh, thank you, Paul, and well done for trying to protect other people as well. That's exactly the spirit of what we want to do . So you are absolutely right. If you buy something online unless it's personalized or perishable, then you have a fourteen day no fault right to notify them that you're returning it and then another fourteen days after you've notified them in which to send it back and you should get the basic delivery charge back. So if you've paid extra for fast delivery you don't get that back, but if you haven't, you get that basic whatever if it was free, it was free, but if you paid a pound you get the pound back. So you are exactly right . Now this is something I've been campaigning on because we did a review of four hundred different brands, found thirty of them had incorrect returns information on their website where they were giving you worse rights than were available that you have under your law, under the statute . The statute overrides any terms and conditions that a shop has. Of those thirty, we got twenty eight corrected because I went very public on it and two of them by the time we got they got round again I'm afraid of cease trading, which I think is endemic because of probably some of the problems of having the business that they couldn't have the compliance and lawyers in place to get it right. So look, just a slight note about trading standards. I'm a big fan of trading standards, but we massively under resource trading standards. There is not enough money given to them. They do struggle to deal with things. I think that's a real problem because you're right that those people who are policing fair rights for consumers need the resource to do it. So if they have been slow, I'm not going to berate them for it because I know that I just think it's a massively underfunded organisation and that's a real problem rather than the brilliant officers who in are tr workingading standards trying to do a good job. Is there a nuclear option? Well, without self aggrandizing, I think you're probably doing it. It's probably me , to be honest, if trading standards aren't going to work. So get in touch, Paul. If you can send us the details, I will have a look at it and maybe we'll see if we can get that company together with your great research and my I have a large reach, see if we can embarrass them into getting it right for consumers. I think that's the best answer I can give you. If I haven't gotten another way . Okay, and now normally where we're doing a funny , I think we should start doing all the names of what people have suggested that those who get in touch and e haveither their question read out or come on as a caller are going to be called in future. What else have you got? Well now we had what did we have before with Sally? Savi's Sally? Savi 's. Okay, I'm not going to say anymore but I realized afterwards we can't do that because we can't use the acronym. No. So let's do some other things. Let's see what else people have suggested. Matt emailed in, not me. Okay . He said I strongly vote against the use of QT for the name of someone that has helped contribute to the podcast. The main problem is that it isn't interchangeable for the meaning of the acronym question time. For example, I'm not a question time. Fortunately for you, I have a name that's exactly three point one nine times better. It's on a similar theme and does describe the person a question time pioneer. The best part is the Latin Greek acronym for this suggestion which is of course QTP , you thank for cons myider ation. I'm not sure I can be saying cutie pie on air. I would like to congratulate Matt for the quite extreme nerd them that was involved in his suggestion . I mean, that's good high on the nerd Score in a very positive way. So I'm not sure I can use it, but I did enjoy it. He did also say I'm pleased to announce I didn't use AI for this idea. Well done. Melane Farmborough she says Martin's benefaction as kers, which you could shorten to MBAs . I quite like MBAs . I do quite like that. Okay, that's going that put that on the spreadsheet. Okay, Melin Farmber NBAs. Let me highlight that on the on the sheet so I know. And also I've got a subtle eye I've got Rosie and Sally here with me just I'm watching their reactions at the same time as well. Okay, so it's like got a mini panel going on. Charlie, he says martinis because as an avid follower of the podcast and your work, he considers himself a groupy , a bit like a swiftie. Also, when I think of a Martini, I think of James Bond and definitely looks like Martin is auditioning to be the next zero seven in the podcast artwork. Nice . Yeah. Yeah. Martini. The name's Bond , Bank and Building Society Bond. License to save . Anyway, so and Rosie and Sally are looking with groans in the priz nowe slight in disgust. I don't know. Maybe a little bit of vomiting the mouth on the back end of that. So there we go . I like I think it's very nice but I can't say it. Okay. I couldn't if I start cutting people martinis, it's not good. You could imagine what the tabloids would make of that, couldn't you? Right, I've got a couple more. I'll run through them quickly. Frugaliter, combination of frugal inquisitor. That's from Miles. I like that, but we've discussed before that we're not it's not real. No, it would like it. But I'm loving it. And everyone who sent one in, thank you so much. Keep going . Steven, Eminem Smarties, or the chocolate is available as smart in collectively Martin Smartens could be and then the acronym is savings money and regular travel insurance nerds. I do like smart ins partins, but I think it runs foul of the I'm not sure I can say it one. Smartens, Martin Smartens. Rosie's not a fan of smarts I know Rosie. Rose's got a slight grimace on that one. Sorry, I liked it though. Kate says Martin's interrogate is partly because interrogatory is fun , awkward to say, and partly because it's our job to interrogate Martin with questions on absolutely anything and everything in brackets within reason. Yeah, I mean, there is some logic in that . Spreadsheet it. Okay, put it on the spreadsheet. Okay . Tom has emailed one in. He says, When they send a question, you're sending a Martin Lewis SOS . So you become a graduate of the Martin Lewis SOS, the Martin Lewis School of Sadvarts . It's not on the spreadsheet, but maybe I like that one. It's good. We just called everyone Sad Farts. Sad dam. Dal Beer from rugby. He said Probably should be your last one because I think we're probably going over the envelope . We are money saving amateurs or MSAs . Yeah, but actually some of you are quite professional. True. Some of them very good. I mean, I have to. And I want to go back and I've decided you persuaded me that it shouldn't be QT's. Okay, good But I think there's still the one the other one is MPC. NPC that was a podcast producer Simon, wasn't it? What was that? What was that one? That was Martin's podcast contributors. I quite like MPC. That was Simon's suggestion. Rosie just showed me one, who's that? Robin Bristol. Can you do the top bottom in Robin Bristol? I quite like that . Yeah, Rob says MCC Martin's Ciousur Callers, which is said at the Silent Sea, they're called MCs like the fast paced rappers . Yeah, but I like MCC, which is the Marilybone Cricket Club. Which is what they call it Lord. No, it's not Niche. It's one of the biggest sports in the whole world. Niche. It's not niche. As podcast producer Simon. Oh, he loves cricket. Exactly. He'll be like MCC's veteran. I quite like MCC. Okay. It's on the list. And put it on the spreadsheet on the spreadsheet , put it on the spreadsheet. Okay, I think that's where we finish. We're going to do we'll take some more of those before we make our decision. We will make our decision after Easter. So we'll do a few more of those next week if that's all right, Matt. Yeah. So send them to Martin's podcast at bBC. co and address them to Dear Martin. Dear Matt. Dear Martin, dear Matt. We're getting good at this, aren't there we are . That's it for this week's Question Dynam. Don't forget to subscribe so you know when we release a new episode. We put out a new Question Time episode each Monday alongside the podcast with Adrian on Thursdays. Aren't you lucky? Two doses of money saving tips and tricks a week. Do ensure you send in your questions to Martin Lewis podcast at bbc dot co dot UK and I've secretly recorded this where Matt isn't about , so there's no dear Martin dear Matt. It's just dear Martin , I got built , I got paid . So I'm gonna work . I've got feed back on the lake Martin Lewis is the founder of money saving expert. com , but of course, other consumer and price comparison websites are available. You can get in touch with Martin's podcast production team by emailing Martin Lewis podcast at feedb c. co. uk. The offers and rates mentioned in the podcast are correct at the time of recording. However, if you are listening on demand, it's worth double checking as details can date. Remember to subscribe on BBC sounds and leave us a review however you listen