I too have made a start today when I heard that I could do this on GMTV this morning. I know exactly how you all feel. NATWEST is going to get a run for their money. Do we send the letters to our branch or the head office. If it has been explained in FAQ I apologise. I have gone through nearly 2 years of nightmares with Natwest and took out a loan with them to try to sort out my charges but guess where I am now - yep in the same boat and still paying the loan.