I started out by sending the standard letter to my bank in April 2006 only to get the expected reply of 'no'. So I researched how to proceed by court, bought the Pearl book etc but could not afford the fees. So I sent my complaint to the Financial Ombudsman Service in March 2007, they took it up with my bank by asking them a lot of questions about the charges. The bank have now agreed to refund all I asked for as an alternative to the formal investigation by the Financial Ombudsman. The complaint form can be downloaded from http://www.financial-ombudsman.org.uk where there is a great deal of useful information.