Thank you all so much for your replies, they are a great help.
I think I will send them another letter using the templates on here as a guide, as they don't actually fit my circumstances I will just use relevant points such as OFT guidelines etc, do you think that would be the best thing to do?, I don't really want to answer that post on here from their complaints dept as I doubt that people who work for different depts of the same firm can be helpful, in fact it makes me feel uneasy that one of that lot has been reading my post.
Thanks again, Lou