I am in a similar position having been provisioned with a NatWest AG account back in 2004 but got nowhere with NW or the FOS. NatWest essentially told me my complaint was outside time limits and referred me to the FOS who are also siding with NW's position. It is interesting to note that NW have settled some claims but are immediately rejecting other similar claims? Unsure of the selective approach but considering writing again to NW senior team to ask them to reconsider their final decision on my case. Paul