Apologies in advance everyone... but this is a long one!

I had a problem earlier on in the year whereby a two standing order went out a day before my salary arrived in my bank account with Nationwideicon. I spoke to them in late August / early September and they argreed to nil the two charges of £30 (£60 in total).

After returning from holidayicon I noticed that the charges had indeed been applied to my account, contray to their promise to nil them.

I contacted them and spoke to a very rude supervisor who was trying to fob me off. Ultimately, she was exceptionally rude. Raised her voice continuously at me. Interrupted me frequetly. Advised me that no matter what I did the charges would never be refunded.

She advised me they had no record of my call in early September nor any record of it on my account. I light of this they were not willing to refund the charges.

In light of this I deceided to complain to Nationwide in writing about; a) Their confusing online banking service for seetting standing orders up, b)Agent not arranging refund as agreed, c) their agents apparent ability to view customer information without it being logged in a audit trail, d) the usual poor service received and waste of time dealing with them.

Subsequently I produced mobile phoneicon bills showing the date, time and duration of the calls I made to them early in September. From these they agreed to refund the charges. <this is now besides the point!>

They received my complaint (sent special delivery next day) on 02/11/2006. They aknowledged the letter on 06/11/2006 with a holding letter. Their complaints team would not be dealing with my written complaint as the charges had been refunded. My written complaint was apparrently addressing "other issues surrounding my complaint". I was told that a manager was dealing with my complaint and that I would hear back from them.

So far nothing. I believe they have now breached the FSA's regulations on complaint handling (which I believe states they must respond after 28 days from the first holding letter), even if it's just another holding letter.

I guess what I'm getting at here is;
- If this is a breach on their part, how does it help me
- What can I do to get them in trouble about the breach
- How much (if anything) is reasonable to ask in compensation

I want to take this as far as I can really and I'd be grateful for any pointers.

Thanks

Robert

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