However, they did feel that the bank failed to respond properly to the attempts to resolve the matter and that the compensation offered was not reasonable. They have directed the bank to repay the overpaid interest and increase their compensatory payment from just under 2k to just under 7k.
the hard part is keep going and not give in the obstruction and bureaucracy of banks. Checking back over some papers made me realise how frustrating the whole process of dealing with the bank was. Many times I rang phone lines which were not answered, left messages which were not returned and sent letters which were not acknowledged and on one occasion the existence of which was even denied.
Good luck to anyone else in the process and don't give up hope!
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