Hello! My first post here and its a thank you. Received the letter from Virgin which was amounting, essentially, to a whopping 100% increase in my rates!!!! Phoned them up following the guide, and it panned out perfectly. The first person I spoke to seemed to pause for about 2 mins every time after I spoke (no doubt flipping through his book of pre-written lines to see how he could get rid of me) and passed me on to his colleague very quickly, also kind of giving the game away, stating that "maybe they could reduce the rates for you, or something" . Spoke to his colleague who basically repeated simmilar lines, once I stated the FOS, S.A.R - (Subject Access Request) and data protection act a brief silence was triggered, and I was put on hold for about 5 mins while he spoke to his manager. Once he came back, immediately they were backing down and I got my rates decreased back to their original :D. Just a note, each of them managed to fit the word "business decision" into their schtick about every other word, so don't let that put you off, stick to your guns! Edit - Just to make clear, by 100% increase I mean effectively doubling my previous rate of interest . Thanks again so much!