Thanks for your reply - they have finally refunded me and given £100 for my inconvenience for which they have not measured and consequently FCA will be informed.

They took three payments of £71.00 without informing or agreeing this with me. They made no attempt to request additional information from my March '14 application for deferment even though I provided my new address and, mobile and email on this deferment. Once I had these repayments stopped they have made no attempt to refund me until several attempts have been made requesting this refund of £214 (approx). To date no refund has been received. I have been told it is approved, they have done 'roll-back' and they are sending out a cheque. At each of these stages they said that I will receive my money within 3-5 days. This has not happened.Definition of theft is: "The intention to permanetly deprive the true owner of his/her property" Their complaint procedure is just as incompetent. They failed to log my complaint initially and have not contacted me to discuss a resolution. We are into week six of the complaint. The consequencies of their actions in my life and cash-flow have been serious Does anyone have any advice? I would be interested to know what others would deem a reasonable settlement I guess this would depend on personal circumstance? Very annoyed.