Hi Nattie
Right,it went like this.
I first rang the normal customer services nb.(08456041604 option 2)
and spoke to a girl who put me through to customer relations.
They were very unhelpful and would not say anything on the matter.So I rang back the same number again and this time got through to a very helpful lady who said yes,I can see that an offer has been logged with regards to this account.She asked if she could ring me back and she sure did,and was able to confirm that yes there is a letter on it's way for the full amount.She then put me on hold,came back and said that she will send out another one just in case and mark the request as a matter of urgency.
So in my opinion it always depends on the actual person that u get to speak to and as to how helpful they want to be.
Many kind regards
Trishx