can you help me help someone?

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I am no expert, but I see two aspects to your case, which are probably the route you are already going down:

 

1. Can it be said that the bank has acted unreasonably in changing the terms of trading with your friend by introducing an overdraft facility when there was not one originally and furthermore there is the question of whether the bank took reasonable steps to inform your friend of the change especially bearing in mind your friend's address or lack of?

 

2. There is the forthcoming test case on penalty charges, between the OFT and the major banks, due in court next week I believe. I doubt if you will get the bank to discuss that aspect until the result of the test case is known.

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Just had another thought about item 2 in my previous post.

 

You may be able to insist that the bank deals with your complaint about unfair charges before the test case on the grounds of 'hardship'.

Given the circumstances of your friend, I assume it would fall into the 'hardship' category.

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Sorry to be disjointed in the reply, but I am aware of your time constraints.

 

Additional info:

 

I believe it is the FSA (Financial Services Authority) that has stated that the banks must consider cases of undue hardship immediateley without waiting for the test case.

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Sorry again. Re the last post, not sure if it is the FSA, or the Financial Ombudsman!