Thanks all for your comments - good to know the support is out there! My request re: appropriation was refuted on the basis that in their final response they stated they reserved their right to offset and weren't budging i.e. if I want to take it further I need to go to the OFT......... Thanks RBS. However, they have until Friday to respond to my second letter on my second account before I file.......... Won't let them get away with it a second time... Cheers all Scottie

Cheers all - and I agree that the point of the forum is for everyone to learn from each other..... In answer to the question - I claimed for 6 years and refused the first three offers. Just before the 14 days was up before filing, they offered me 90% - got cold feet and accepted. I took a chance in the first place because I claimed a bit more than the Scottish courts consider as small claims (live in England but branch is in Scotland) so I thought it safer in the long run. Does that make a difference?! Thanks all

Thanks Rooster.... .....I'm now complaining about how they handled the complaint (in writing!!!) but like you say I think all I can say is that this will reduce my overall debt. I did ask for a cheque but the customer services guy said that because they are dealing with SO many claims, they have changed their policy and that RBS will ONLY pay in to accounts, regardless of whether they are frozen, overdrawn, with debt collectors or whatever. They will now only give cheques to people with closed accounts. Interesting to see if this has been said to anyone else? BTW - they froze the account AFTER I started the process. I read on a thread somewhere they can't do this - is this correct do you know? Thanks for posting a reply - and so quickly - much appreciated!

An avid follower of the site but a newcomer to posting (never done this in my life so apologies if this is not the right place to post this!). However, hopefully someone will be able to help me in the way many, many others have been helped already. RBS have refunded charges (ok, I admit I accepted an offer - it was an excellent offer, but not the full amount claimed!) - but into a frozen bank account! Long story, but they froze the account (even though it had been managed without any problems for some years) due to arrears on a loan therefore any monies paid into this account they take towards clearing the loan itself. I know they can do this if there IS money in the account (right of first appropriation I think it's called?) - but I'm so hacked off that they refunded these charges into the account (which was in credit at the time) in the first place despite knowing it was frozen! They've effectively not refunded the money by knowingly doing this! I know it's reducing my overall debt (so in a way it's still positive) but the customer services people who agreed the refund said they "had" to do it this way rather than send a cheque and have refused to let me access it. Can they actually do this?? I did complain but they've refused to let me access it (another long story as I've been totally misquoted from a telephone conversation) and have since got really heavy on the payment arrangement, now saying I'm not complying with the agreement on the loan (which I am....). Can anyone help?! Cheers (Moral here for me - have sumbitted a claim for a second account. Will take it all the way on this one!!!)