Skip to content

The 'complainer' who became a consumer champion

James PiekosBedfordshire, Hertfordshire & Buckinghamshire
BBC Jonathan sits behind a microphone in the studio, with a large orange foam mic cover. He is chuckling and wears headphones, with one slightly off his right ear. He wears an open necked grey shirt and blue-grey suit jacket.BBC
A new BBC Sounds series highlights the consumer cases Jonathan Vernon‑Smith has tackled in the past 25 years

Jonathan Vernon‑Smith (JVS) never set out to become a consumer champion on the radio.

His first steps into the world of consumer journalism began, as he puts it, "completely by accident".

After leaving university, he was offered two weeks' holiday cover on Stephen Rhodes's consumer programme on BBC Three Counties Radio in 2001.

Rhodes initially doubted the youngster's potential.

"He didn't think I'd be much good," Vernon‑Smith recalls. "What he didn't realise was that I was already a very experienced letter‑writer and a highly skilled complainer."

The temporary cover became permanent and he partnered with Rhodes for two years before taking on the mid-morning programme, which became the JVS Show.

"It was an honour," he says. "And I've been doing my dream job ever since."

25 years later, he is presenting the most-listened-to local radio programme on BBC Sounds.

Andrea Carnell Devon stands holding a large open cardboard box which contains a large box of Surf washing powder. The box is pink and white and says "Long lasting fragrance" at the top. Devon wears glasses and has short curly blonde hair and stubble. He wears a black T-Shirt.Andrea Carnell
The JVS Show helped Devon Scott, 19, to get a refund from Amazon after he received a box of laundry powder instead of the £877 computer graphics card he had ordered

By his own estimate, Vernon‑Smith and his producers have offered advice or assistance to more than 15,000 consumers during his career.

Some early cases still stand out.

One involved a respected NHS GP who was found to be charging an elderly couple hundreds of pounds for out‑of‑hours visits, even escorting one of them to a cash machine to withdraw the money.

"She didn't know who to trust," he says. "I'm glad she trusted me enough to call."

If there is a single thread that runs through the broadcaster's career, it is a dislike of unfairness.

"I absolutely hate injustice," he says.

"I like standing up for people who don't have the confidence or the voice to be heard."

It's a motivation that has sustained him through thousands of calls and countless investigations.

The £4,588 parking charge - listen to the first episode on BBC Sounds

In 25 years of unexpected phone calls and improbable stories, several moments remain etched in Vernon‑Smith's memory.

There was the hotel that placed an effigy of a listener's deceased son on a bed as a misguided "birthday celebration".

A local council's controversial "wild wee" fines caused a wave of complaints.

Then there was "Phil's girlfriend's adult toy", a case he still mentions with a shake of the head and a laugh.

"It all goes on," he says, only half‑joking.

Currently, the JVS Show is pursuing a case involving a local car dealer accused of selling two vehicles on behalf of listeners and failing to pass on the full proceeds.

"Will they ever see their money?" he asks. "Only time will tell."

Laura, JVS and Liz stand together in front a purple BBC Three Counties banner stand. He wears a suit jacket over a v-neck jumper and white shirt. Liz wears a patterned black and turquoise top and black glasses, while Laura wears a grey jumper with a V-shape in rainbow stripes.
Jonathan with his producers Laura and Liz, who help him to crack countless consumer cases

Now on BBC Sounds

To mark 25 years of JVS standing up for consumers' rights, BBC Sounds has launched a new series to showcase the best of his work.

From bed bug "hotel nightmares" to the man who ordered a laptop but received a child's toy and socks, a new episode will be published every week.

JVS Consumer Champion tells the story of Vernon‑Smith's consumer cases "from start to finish".

Listen to JVS on BBC Three Counties Radio, weekday mornings from 10:00.

JVS sitting in the studio behind the microphone, wearing black headphones over his ears. He is chuckling. The purple mic says BBC Three Counties, which is also written on studio walls behind him. He has short blonde hair and salt and pepper coloured stubble. He looks towards the mic but not directly at the camera.
Some cases JVS has dealt with have been rather amusing, such as "Phil's girlfriend's adult toy"

Follow Beds, Herts and Bucks news on BBC Sounds, Facebook, Instagram and X.

More stories like this