Hello all, I have been reading all your stories with interest, and have decided to go ahead and try and claim back all my unfair charges from the Halifax, amounting to over £1000. I know exactly how many charges I have paid as I keep all statements and letters, so once I had added these up, my first step was to send the prelimenary letter to my local branch (this happened to be the address on my statements). The letter went on the 15th of May, and I received a response on the 25th May, well within the 2 week time frame I gave them to respond. However the letter states that they acknowledge my correspondence, and have forwarded it to their head office: " Thank you for your letter of the 15th May 2006 which has been refered to our Customer Relations department at Head Office. They will be in contact with you shortly. You will find enclosed a copy of our leaflet which tells you how we will handle your complaint. Your concerns will be dealt with as quickly as possible, but if you need to speak to me in the meantime, please telephone me on 0**** 7*****. Yours sincerely Branch Manager " However they failed to enclose the leaflet as promised! Obviously as I didn't receive any kind of offer or solution, I assume my next step is to send them a letter before action? If this is the case, do I send it to Head Office (Customer Relations), or my local branch again? Or do I take up the branch managers offer and give him a call to discuss my needs? Please can someone advise, I would be very grateful! Many thanks!