I can't believe that an organisation such as Abbey allow staff to write letters with such bad spelling and grammar. I had a letter from my local branch offering me a 'Steakholder Pension' I did laugh. I am sure I could make a fortune sending it to the likes of private eye! Good luck Chem for getting your case together, hope you get the result you want. I have just sent off my letter to head office requesting my charges, I know how bad local managers can be now I have seen your response.