Thanks for your help lads. Much appreciated

I've just had a call from my bank wanting to discuss my claim. I managed to put them off until Thursday(work etc..). Have any you guys who are applying to have your charges refunded had this ?? If so what generaly will they try & do?? Offer me a refund over the phone or say i'm getting nothing i'm not entittled??? I'm not to keen on speaking to them as i'm not very legally minded & dont wont to say something I shouldn't. Any help on how to proceed would be great.

I have just recieved a letter from my bank (Bank of Scotland) offering me a partial refund as a "good will" gesture. The offer is about 20% of the total amount I am looking to claim back. How should I respond to the bank?? Obviously I wont accept the offer but i'm unsure on how to tell the bank this & then take the claim to the next level. Any help would be great