I suppose I did things slightly ar*e about face. On 23/10/06 I sent the standard template letter to Royal Bank of Scotland plc requesting they refund the charges which they had levied on the account over the last 6 years etc. etc.

A reply, dated 03/11/06 from MINT, Chargebacks and Disputes, Customer Service, PO Box 6050, Southend on Sea, was subsequently received which read:

I understand you wish to have all charges applied to your account refunded. Although the OFT produced a statement on 05/04/06 concerning the nature of these charges, we do not accept their findings in respect of credit card fees. Although a response has been submitted to the OFT I do not feel it pertnent to comment at this time. Whilst strongly disagreeing with the findings RBS has lowered the fees charged to £12.00as of 28 June 2006. However, we do not feel claims for monies processed prior to this to be refunded to the lower rate. The charges were processed in accordance with the terms and conditions of the account of which you agreed when opening the account and I do not feel your comments surrounding any unlawful action, on behalf of RBS, to be justified. Indeed, it is the non compliance of the conditions of agreement, which were not met which subsequently affected the charges to your account. Any charges or default registered against the account was due to a breach of the contract you had signed with RBS in order to obtain the Mastercard account. Therefore, it is not possible for any adverse action taken against your account to be refunded or removed as you had been provided with opportunities to avoid such situations at the time and the appropriate action had not been taken. I trust I have clarified the Bank's position in this matter. Signed, Adam Porter, Senior Customer Advisor, Customer Care Team. Just out of interest, their letter of response had 2 dates on it - on the right hand side, 7th August 2006 and on the left hand side 3rd November 2006. It was received by me on 08/11/06.

I replied on 08/11/06 saying: I am very disappointed with your response etc. etc and requesting repayment in full of this money stating that if they did not comply fully within 14 days I shall begin a claim against them. It was at this point that I realised I could not locate my statements and so on the same day sent a Subject Access Request together with £10 postal order and this was acknowledged on 16 November advising that copy statements will be sent to me within the 40 day timescale, detailing the required information.

RBS has not acknowledged my letter of 08/11/06 in relation to my request for the full refund of fees and until such time as I receive the copy statements I cannot commence my claim.

Does anyone have any advice on how to proceed now - I obviously cannot take the action threatened in my letter of 08/11/06 as I do not have the information. Can I just sit tight until such time as I do have it or do I have to start from scratch?

Did you specify an amount in your original letter?

No, I didn't specify an amount - I just said that I calculated that owed me quite a considerable sum. Hence, I have now had to apply for SAR because I don't know the amount (we've recently moved and I think I may have got rid of statements).

well you have indeed done thigs upside down - that is why it is important to read the step by step instructions - there is no point you will sue them if you don't have info to back that up,

Anyway in the long term no harm done - when you get statements post back and let us know how you are gettin on. In meantime plenty of things onsite to join in with and read about.

Hope house move was ok and you are settling well in new home.