Thanks JM that’s v helpful. I don’t have any progress to report- still waiting to get my final response (which is not looking too positive from the stories here) so will have to appeal to the Ombudsman when I get it. Any advice on how to get a final response from UB would be appreciated. I hadn’t heard the line from UB that the staff rate was a lifetime product! Definitely not the case as on my previous mortgage I moved to staff rate and back to tracker again. I can’t imagine that will hold up as an argument as there is nothing to advise of this when moving to staff rate. Best of luck with Ombudsman keep us posted!