Release Date: 10 Feb 25

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guest(s):

• Anna Rowe – Founder of LoveSaid and Catch the Catfish, romance fraud awareness campaigner

Episode Summary:

In this powerful episode of the Consumer Friend Podcast, Adam and LouBax sit down with Anna Rowe, a leading voice in raising awareness about romance fraud. After experiencing it firsthand, Anna turned her trauma into action, creating Catch the Catfish and LoveSaid, two platforms dedicated to educating and supporting victims of online deception.

Anna shares her story, shedding light on the manipulative tactics used in romance fraud, from emotional grooming to financial exploitation. The conversation highlights the psychological impact on victims, the growing role of AI in online deception, and why blaming victims needs to stop.

Key Takeaways

1. The Scale of Romance Fraud
   • In 2023, over 7,660 cases of romance fraud were reported in England and Wales. Victims lost an average of £6,937, with the highest losses affecting those aged 65–74, averaging £13,123 per case.
2. Anna’s Journey
   • Anna shares her experience of being deceived by someone who created a completely fake identity.
   • She explains how emotional grooming, love bombing, and coercion made her—and many others—become a victim.
3. Understanding Romance Fraud
   • Romance fraud isn't just about financial loss—it’s a triple trauma:
     1. The loss of an intense, manipulated relationship.
     2. The realisation that the person never actually existed.
     3. The financial or emotional toll of the deception.
4. Manipulation Tactics Used
   • Love bombing: Overwhelming attention and affection to create emotional dependency.
   • Isolation: Cutting victims off from support networks.
   • Guilt & control: Using fake crises (illness, financial trouble) to elicit sympathy and money.
5. The Role of Artificial Intelligence (AI) in Fraud
   • AI is making deception more sophisticated, from deepfake video calls to voice cloning.
   • Criminals now use AI tools to personalise their messages and create more convincing fake identities.
6. Why Victim Blaming Must Stop
   • Victims often struggle with shame and self-doubt after being deceived.
   • Instead of asking, “Why did they fall for it?”, we should ask, “How did someone manipulate them so effectively?”

Resources & Links:

• LoveSaid – Support for Romance Fraud Victims
• Catch the Catfish – Awareness & Education
• Consumer Friend Website – Learn more about fraud awareness and consumer protection.

Let’s break the stigma and start the conversation! 🎙️

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Episode Title: The Role of Ombudsman Services with Donal Galligan

Release Date: 27 Jan 25

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guest(s):

• Donal Galligan – Chief Executive of the Ombudsman Association

Episode Summary:

In this insightful episode of the Consumer Friend Podcast, Adam and Louise are joined by Donal Galligan, Chief Executive of the Ombudsman Association, to discuss the essential role of ombudsman services in providing fair redress for consumers.

Donal dives into the complexities of the consumer redress landscape, highlighting how ombudsman schemes work to resolve disputes, identify systemic issues, and improve service delivery across sectors. He also discusses the Guide to Ombudsman Offices in the UK, an essential resource designed to help consumers navigate the often-confusing world of redress and find the right service for their needs.

Whether you’ve encountered a tricky complaint, want to better understand ombudsman services, or are curious about the broader consumer landscape, this episode is packed with practical insights and advice.

Key Takeaways:

1. What Is an Ombudsman?
   Ombudsman services are independent organisations that investigate and resolve complaints between consumers and businesses. They offer a free, fair, and impartial alternative to court proceedings, focusing on what is reasonable and just.
2. The Role of the Ombudsman Association
   The Ombudsman Association sets the standards for ombudsman schemes in the UK and Ireland. It ensures members adhere to criteria like independence, fairness, and accountability, helping to maintain trust in the system.
3. Guide to Ombudsman Offices in the UK
   A valuable resource developed by the Ombudsman Association to help consumers and advisers find the right ombudsman service for their complaint. This guide is available online and simplifies access to contact details and key information.
4. The Importance of Consumer Awareness
   Raising awareness about ombudsman services is crucial. Many consumers don’t know these services exist or how to use them. The podcast explores ways to bridge this gap and empower consumers to seek redress confidently.

Resources & Links:

• Ombudsman Association Website
• Find an Ombudsman
• Guide to Ombudsman Offices in the UK
• Consumer Friend Website – Practical resources and tips for consumers

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Release Date: 13 Jan 2025

Host(s):

• Adam Carter
• Louise Baxter MBE (LouBax)

Guest(s):

• Vic O’Farrell – Behavioural and Personality Expert, Founder of Queen of Behaviours

Episode Summary:

In this episode of the Consumer Friend Podcast, Adam and Louise are joined by Vic O’Farrell, also known as the Queen of Behaviours, to delve into the transformative power of DISC profiling. This personality and behavioural assessment tool can unlock insights into how we communicate, work, and build relationships.

Vic explains the four core DISC traits—Dominance, Influence, Steadiness, and Compliance—and how they impact our daily interactions. Whether you’re trying to improve workplace dynamics, enhance customer relationships, or better understand yourself, DISC profiling offers practical, actionable benefits.

Listeners will learn how understanding behavioural styles can lead to stronger teams, more empathetic communication, and personal growth. Vic also shares how businesses can use DISC to improve team performance and create more meaningful customer interactions.

Key Takeaways:

What Is DISC Profiling?
DISC is a behavioural profiling tool that identifies four key traits:

• D (Dominance): Results-driven and action-focused
• I (Influence): Energetic and people-oriented
• S (Steadiness): Supportive and stability-focused
• C (Compliance): Detail-oriented and analytical.

Vic provides a deep dive into how these traits manifest and how they shape our behaviours.

1. Why DISC Matters
   By understanding DISC traits, individuals and organisations can improve communication, foster collaboration, and resolve conflicts more effectively.
2. DISC in the Workplace
   Vic highlights how DISC profiling can help leaders and teams adapt their styles to create more cohesive, productive work environments.
3. Self-Awareness and Personal Growth
   DISC isn’t just for organisations—it’s also a tool for self-discovery. By recognising your own strengths and challenges, you can better understand how to interact with others and thrive in your personal and professional life.
4. Get Your Profile Done with Vic
   Interested in exploring DISC for yourself? Visit Queen of Behaviours to book a personalised session with Vic.

Resources & Links:

• Queen of Behaviours – DISC Profiling with Vic O’Farrell
• Consumer Friend Website – For more consumer tips and resources.

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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.
6. 
   

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.

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• Twitter: @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.

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• Twitter: @ConsumerFriendUK
• Instagram: @ConsumerFriendUK

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