Thanks for your reply and sorry for delaying in coming back to you! I appreciate your advice. Do you think I should mention my situation in the initial claim for refund letter - ie the reason I went overdrawn was because I was juggling a sole and joint account with First Direct - if I'd just used the joint account I would have been in credit all the time? Ie - they knew I had the money in their bank. Also, couldn't I just write one letter and adapt it for both accounts, and get my partner to sign with me for the joint account refund letter? thanks

I have had a sole cheque account with First Direct for about 10 years, and a joint account as well with them for the past two (with my partner - for paying bills, mortgage etc). I kept my sole account as was trying to keep some control over my money and maintain a bit of financial independence. Juggling these two accounts in the past two years has not been easy and so we've ended up getting overdrawn on both most months, incurring punitive charges. What makes this so frustrating is that if I'd just used the joint account and stopped trying to juggle money we would have been in credit always. My question is: do I have to treat each account as a separate claim or can I combine my claims/request for lists of charges etc? Also, over the past few years I've frequently managed to get some of my excess overdraft fees refunded in part (usually half the amount) by phoning the First Direct call centre. Often I'd only exceeded my limit by £10 on one day, and I'd feel so annoyed I just had to give it a go. I felt really pleased when I got a paltry part refund. Should I mention these refunds in the initial letter? Thanks bex