Hiya Thanks for replying. I have followed the procedures to the letter including the wording in all the letters I've sent. (I did have to chase the Woolwich up for my list of charges). They state that they have passed this to their head office do you suggest I follow this up with a reply giving their head office the same time scale?

Hiya Another newcomer on site. I've received the charges, sent off the template letter requesting a refund from the Woolwich and have today recieved a letter from them saying sorry you're unhappy etc but due to the complex nature of the request they have forwarded to their head office. They state they will keep my complaint file open for 8 weeks and if they don't hear from me by then they will regard my complaint as closed. They suggest I ask the Financial ombudsman Service to review my complaint. Help what next?

Hiya Another newcomer on site. I've received the charges, sent off the template letter requesting a refund from the Woolwich and have today recieved a letter from them saying sorry you're unhappy etc but due to the complex nature of the request they have forwarded to their head office. They state they will keep my complaint file open for 8 weeks and if they don't hear from me by then they will regard my complaint as closed. They suggest I ask the Financial ombudsman Service to review my complaint. Help what next?