Thanks to you both. I'll be going to speak to them very soon, and if I don't get a good answer then I'll give them the first of your letters. I'll keep you informed.

Hi all. Ok. I tried to move my account away from LTSB early 2005. They messed up and didn't move my direct debits in time, and as a result a load of them bounced. The account was otherwise well managed, and in credit. However, the charges resulting from this are still there, and I now owe them over £600, which is purely charges, backdating to early 2005. This is entirely their fault, although that's a little tricky to prove. What do I do? Do I use your letters as usual? (If so, can someone please clarify which one?). The situation seems a little different to most of what I've read here, and I don't know where to start! Do I just go yell at them in the branch or do I need to be more subtle than that? Thanks so much. Confused.