Yep, I don't pretend to be as expert on this as bankfodder but I wholeheartedly agree with all his advice and your actions, what's the point of all the consumer law if no-one has the gumption to use it. As he says, its made to be suitable for the common man and this appears to be very simple legally.
Don't touch them owe me £500 since January 2019 make excuse after excuse. Seem they always have software problems sending money out. Keep saying they will call back or email nothing been chasing it now for 6 mths the phone staff always have the same banter we will chase it up and get back to you then nothing!