Hello! I am new to the forum and am trying to help out a family member who is unable to work due to a recent illness and is being charged for exceeding her overdraft and non-repayment of a loan (even though she took out insurance to cover this eventuality before becoming unable to work).

Basically, is there any way she can recover her "exceeding overdraft" fees and "non-repayment of loan" fees (i don't know what they're called!) as the RBS will not defer her repayments pending confirmation of her disability by her GP (medical records are held up somewhere in the NHS system!). Obviously, the RBS are also refusing to increase her overdraft.

I've no idea where to start - can anyone help? ETA - I seem to be having trouble finding the FAQs - every time I click the FAQ link, I just get the FAQ "intro" page, and don't see any FAQs! Is it me or are they difficult to find? Or is it Mozilla? Thanks a lot!

Thank you so much for any advice!

I seem to be having trouble finding the FAQs - every time I click the FAQ link, I just get the FAQ "intro" page, and don't see any FAQs! Is it me or are they difficult to find? Or is it Mozilla? Thanks a lot!

Roz, I'm not quite sure if I understand you right - when you get to what you call the FAQ "intro" page, is this a sort of list? If so scroll down to "Frequently asked questions" (no. 4 on the list) and that's it

Hello BlueRuby!

Many thanks for your help! No, it was a sort of letter from the site owners - but I eventually found the FAQ through the site map, so I've bookmarked it now! I think it might be a Mozilla issue.

I think my first step is requesting a list of all the charges as per the data protection act - correct? Then I should be able to download a spreadsheet (haven't found that yet!) and work out what I think we are owed. I am assuming that all will become a bit clearer after that (I should be able to see which charges are unreasonable, etc)... fingers crossed! ;-)

OK, glad you've found it

Yes, you're right - Data Protection Act letter first - don't forget the £10, v. important! The spreadsheet(s) are in the Library, Bank templates section. If I were you I'd go for Vampiress's one, it's easy to use and calculates overdraft interest for you (roughly). And BTW unlawful is the word you're looking for, not "unreasonable"