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Hi' We were in the fortunate position of having all our bank statements filed at home. As a result, we worked out the charges made against us and sent a '14 day action' letter to the Abbey. We have received a letter back from the complaints department saying that they will deal with our claim and that we should hear from them within 4 weeks. Please advise us on what we should do to enforce the 14 days, is there a letter template available? Your help will be much appreciated.