Sorry guys, I didn't know this. new to this site, I have been doing everything as per the moneysavingexpert site. 1 more day before I start proceedings. I have not recieved a final response (I used to work on the complaints team for Egg, so know the process pretty well), however had this been a complaint where we had caused the customer to loose out the Ombusdman would generally rule that we had to put them in the financial position they would have been in had the error not occured. May not be reasonable to expect the full interest back as it is unlikely anyone would have had the amount taken in charges still in their account but there should be at the very minimum some recompence for the loss.

go on the Moneysavingexpert.com website. that has a calculator which allows you to work out the recommended interest owed to you on each individual charge they have made on your account. put all you charges in and the dates and it will give you a list of individual charges, when they happened and how much the interest they owe you along with a total figure. Totally worth doing as I found that it added about £250 onto the amount they owed me. Still fighting to get it back though.