I went into the branch and requested copies. No hassel at all from staff. £5.00 debited from my account and the statements arrived 3 days later.
The refund request was sent and a standard letter reply recieved saying the usual 'sorry you have felt the need to complain blah blah..... there was also the usual 'we are dealling with this matter and will be in contact with you in due course.'
I await their formal reply.....