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help regarding letter from halifax


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sent off letter claiming back charges and received this back today what should i do

 

WE ARE SORRY TO LEARN THAT YOU ARE UNHAPPY WITH THE CHARGES DEBITED TO OUR BANK ACCOUNT .PLEASE NOTE THE COMPLAINT AND HANDLING RULES SET BY OUR REGULATOR, THE FINANCE SERVICES AUTHORITY,GIVES 8 WEEKS TO INVESTIGATE AND RESPOND TO COMPLAINTS IT ALSO AS THEY WILL WRITE TO ME WITHIN 4 WEEKS TO UPDATE ME

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just another question i am claiming on behalf of my mum who is disabled and the money they took was her disabilty money shall i included this fact in the prem letter if so how shall i word it

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