Totally un-acceptable. Write to the chairman of BP - and cc in as many main board directors via email. This usually sets the hares running. Mention local press and publicity etc. You can usually figure out the Chairman or CEO's email address on line if you can get the name. You should not have had to go through this. Badger

Ask to speak to the store manager, but first do a little research around the name of the Managing Director. Explain the situation calmly to the store manager and explain if necessary you will take to"insert MD's name" - to seek re-course, but you would rather resolve amicably with the manager. See how that goes. Badger

Hello Chris What a great result for you. Any idea how I would go on with the issue I have below..any tips would be great.... Issue: I suffered a serious stroke in Jan 07 :-| and have been battling ever since with my insurer for them to payout my Critical Illness claim. Last month after an Ombudsman rulling the insurer finally settled! Which was just great for my young family (I am only 36). I had in truth given up all hope of ever getting anything back at all and had to re-morgage at the end of August 2009. This had a early redemption penalty of £3500. Since we have only paid 1 mortgage payment under the new mortgage when the settlement arrived, I just wondered if there is any advice anyone would have to save paying the early redemption fee. We want to pay off the mortgage as we would be only £500 better off by saving for the remaining 2 years 10 months the capital payment. Would a Bank listen regarding this matter? I would just like to be able to put this £3500(which has been a battle to get) away to ptotect my family if something else should happen to me. Would appreciate and guidance you may offer. Badger The Financial Ombudsman Service For the most part, don't bother. The Ombudsman is an industry arranged service which is under-resourced, takes too long, lacks clear transparency. You have no idea what evidence the FOS has received from the bank or how your complain has really been handled. The FOS is the preferred complaints route for the banking industry. The county court is to be preferred by consumers for its speed, openness, the quality of its awards and also because it will award 8% interest on top of any damages won by you. The Ombudsman should normally be used to solving little technical difficulties or customer service problems which you have expereinced with your bank.

Hello I suffered a serious stroke in Jan 07 and have been battling ever since with my insurer for them to payout my Critical Illness claim. Last month after an Ombudsman rulling the insurer finally settled! Which was just great for my young family (I am only 36). I had in truth given up all hope of ever getting anything back at all and had to re-morgage at the end of August 2009. This had a early redemption penalty of £3500. Since we have only paid 1 mortgage payment under the new mortgage when the settlement arrived, I just wondered if there is any advice anyone would have to save paying the early redemption fee. We want to pay off the mortgage as we would be only £500 better off by saving for the remaining 2 years 10 months the capital payment. Would a Bank listen regarding this matter? I would just like to be able to put this £3500(which has been a battle to get) away to ptotect my family if something else should happen to me. Would appreciate and guidance you may offer. Badger