Bank of Scotland don't appear to have a set tactic on this front and I wouldn't expect Halifax to be any different. My sister sent her letter asking for the list of charges along with a £10 postal order on a Friday to her local branch. By the Tuesday she had a letter from an office in Leeds returning the postal order and promising to send her the charges list within 10 working days. Sure enough, 9 working days later she received the last 3 years worth and the preceding 3 years arrived the following day. She replied 2 weeks ago asking for the money (circa 2.5k) and has today recieved a letter stating that they have 8 weeks to look into it due to complaint procedure regulations....... In comparison, I sent the letter asking for the charge details, including a £10 postal order, to my local branch about 5 miles from hers, and have had no response whatsoever. Both letters were sent recorded delivery, the only difference was that she had crossed the postal order making it difficult for her to get the money back anyway. When I saw they had returned hers I didn't cross mine. I expect my charges to be close to double hers so perhaps the amount defines their response. If they think delaying will put us off they are sorely mistaken! Good luck to all of you.