Where do I find the step by step instructions???

Hi, i'm new to this! I sent my first letter requesting copy bank statements on 7th March, I then received these on 3rd April. I then sent my second letter requesting they pay back charges of £684. On 19th April I received a ltsb standard letter saying I had no chance. I then wrote a third letter on 25th April again requesting they pay back the charges, but no responce. So, I wrote a fourth letter on 24th May stating they have 14 days to respond or i'll proceed through the courts. To date I have not received a reply to either of my last two letters. I have tried calling the number stated at the ltsb recovery centre only to get a recorded message. What shall I do next??? Please help!!

Hi Hi, im in same situation as you guys. I also have a refinancing loan with ltsb, plus a current account. I sent my first letter requesting copy bank statements on 7th March, I then received these on 3rd April. I then sent my second letter requesting they pay back charges of £684. On 19th April I received a ltsb standard letter saying I had no chance. I then wrote a third letter on 25th April again requesting they pay back the charges, but no responce. So, I wrote a fourth letter on 24th May stating they have 14 days to respond or i'll proceed through the courts. To date I have not received a reply to either of my last two letters. I have tried calling the number stated at the ltsb recovery centre only to get a recorded message. What shall I do next??? Please help!!