A long overdue update.. (this was all early last year) A Letter was sent to MBNA stating all correspondence must be in writing..2 times they replied saying they needed more time and would reply by a certain date, on the last letter they replied several days late to say they would not be upholding the claim. We then referred the claim to the financial ombudsman, and within 2 weeks the claim had been found in our favor!. Total amount paid by MBNA was just a shade over £7500 Now we know why they really took their time over this! A long overdue thank you for the advice:) It feels fantastic to have done this ourselves and retained every penny owed.

Thank you for all the responses I will go ahead and write a letter asking for all contact to be by letter only. I have sent in the FOS questionnaire from Money Saving Expert but Mum doesn't have any statements so I'm going to pay £10 to get a full record of the account.

Hi there, I am trying to help my mother reclaim PPI she paid some years ago, she sent in the complaint forms in december..she quite quickly received a letter responding just to say her complaint was received and they will look into it. on the 3rd jan 2014 she received a letter it said this.. "Dear mrs **** Please accept my apologies for the delay in responding to you; however, our investigations are taking longer than anticipated. We will issue a response by 3/2/14" Then today this letter... Latter dated 20/jan/2014 "dear mrs **** Thank you for contacting us in relation to your complaint. I would appreciate it if you could please contact us within the next 7 days on ******** (phone number), this will allow us to progress your complaint If we do not hear from you in the next 7 days, we may provide you with a final response based on our findings from the information we hold Yours sincerely Tristen lynes" What i would like to ask is Should she phone back? Does she have the rights to phone them simply to acknowledge the letter but ask that all communications are done via letters so she has evidence and can build her case? or would it be better to send a letter first class recorded asking for all correspondence to be kept to letters not the phone?. does she HAVE to speak to them on the phone? Any advice would be appreciated:)