Update= Since our last letter dated 30 July, Followed by a call on the 28 Aug chasing updates from them. We heard nothing until today. Their letter states the following:
"We have been unable to complete our investigations within the original time frames stated on the acknowledgment dated 31 July due to us not having received the requested information to enable us to respond to the complaint"
And later they say since its been over 8 weeks, we can now refer to FOS but its advisable for them to complete the investigation first but we need to submit the requested info before they can do so!
Never received any other letter from them and not sure what information they need. They also acknowledged receiving the letter dated 31 July on the phone but no direct response in writing.