(Dear Dollies01, Thanks for your repply!) Now, I have one more query. I have sent the RBOS two letters: Letter 1 - requesting to refund when a direct debit/standing order/cheque payment is honoured by the bank but there’s not enough money in my bank account to cover it and this totalled to 268 pounds. Letter 2 - requesting to refund when the bank refuses to honour the payment and still charged me anyway and this was only 38 pounds. The timescale has now passed, since I sent letter 1 and letter 2, now I can send the last letter, the one before proceding to the small court route. In this letter that I will sent can I incorporate all the charges that were applied to the account, as described in letter 1 and 2, plus one charge that was applied after these letters were sent? Many thanks, Alessandro

Dear all, I sent a first letter to the RBOS on the 12 December and they repplied on the 04 January stating that they needed more time to investigate the account. Should I send the second letter anyway? What should I say in the first paragraph that "they had sufficient time to deal with my enquiry"? thank you