Step 5 - What Does The Bank Have To Say?

The bank should send you a reply within two weeks. If it doesn't, write again and call by telephone straight away. The best result at this stage is the bank deciding to give you a full refund, if it offers only a partial refund, refuse it and write again demanding payment in full.

Alternatively, the bank may send you a letter saying it will respond at a later date. If so, write and call back, stating that a set two-week period has already passed and if you do not hear a definitive answer within a further 14 days you will take court action.

Recent studies have shown that in half of cases the bank will bluff and write back claiming the charges are not unlawful. Increasingly banks are replying to customers saying that they are mistaken and cannot reclaim their fees in an attempt to bluff them into not taking action.

Step 4 - Write & Ask For The Money Back      Step 6 - Court Action Information