Just spent the last 2 hours reading through a detailed thread on Moneysavingsexpert.com forum and it appears the Financial Ombudman is advising people to wait the 8 weeks as the bank is legally entitled to this time constraint. I know my case is slightly different as they have been "losing my letters" so think i wil have a look on the FO site to see if they can help me speed things up.

I know what you are saying and im gonna get the court action threatening letter sorted soon. I live in Edinburgh and as such am i right to believe i can't use Money Claim Online? Also i'm going to have to find out what court i need to use and how to deal with the fact that i'm claiming £2235 but Scottish small claims have a £750 limit. So as you can see , if i could get a decent settlement in 6-8 weeks it would be better than all the hassle of small claims in Scotland.

Just a wee note to see this post through. I faxed my stuff off on Tues and recieved no phone call back. Then i called Customer Relations (another 45 mins wating in a queue) to find out that they had recieved it and it had been passed onto the relevant department (how many damn departments do we need to deal with). They informed me that it would take 6-8 weeks to reply. I let them no how unhappy i was but to no avail. I also contacted my branch to find out why the letters were never redirected and they told me that they dont know and would have to look into it. They also know how unhappy i am lol. Anyway dont know whether to now just allow the 8 weeks or go for the court action threat?

Again good advice people. I had hoped to just progress things with mail as im quite unconfident and a little intimidated on the phone to these people. However i did give them a call anyway. I called my branch who ive been sending the letters to and they said that the letters would have been forwarded to Customer Relations. So i called them only to be told they hadn't anything on file from me. What a surprise, i told them lol. Anyway, give the woman her due (all apologies) she said i could fax the stuff through as early as possible straight to her and she would phone me to comfirm it had been recieved. Will have to wait till tuesday to do that when back at work and will have to try and be strong when she calls me so that she understands ive been waiting a while now. Lesson learnt - RBOS are deffo using stalling tactics and will try and keep to rigid timescale from now on. Again, the support on here is tremendous, keep up the good work all.

thx for the replies .. my letter around 3 weeks ago was recorded delivery and the tracking confirmed it was recieved so i might give it till end of week and try calling .. if no satisfaction i will prepare my court action threatening letter.

Just looking for some reassurance that im not doing something wrong. I've tried to follow all the advice and have used template letters. I requested my statements which i got well within the 40 day notice period and they didnt even charge me but then when i sent my letter asking for refund of charges (complete with charge itinery) i gave them 3 weeks with no answer. I realised that i hadn't sent it recorded delivery and couldn't prove they recieved it so i then sent the same letter again recorded. It has been almost 3 weeks again with no answer. Is this typical of the stalling tactics or may i be missing something? I may add though that they have sent me a couple of letters offering a customer review but ive been getting those for years.