Thanks, that's exactly what I needed to know.

Tomorrow morning I'm going to fill in a complaint form but based on what happened so far I'm not very optimistic. What should be the next step? If for any reason they refuse to return the money, where should I go? Is there any company like ofcom (for telephone and internet providers) or ofgem I can go and complaint?

I went to the branch after that twice (next day and the day after that) and one of the staff logged all information and she told me in 2 weeks time you should hear from bank and they will contact you. Not sure if that's what you meant but this is the only thing they did so far.

Hi there, On 13 November at 6:14 pm I tried to withdraw £200 from HSBC cash point in Richmond. 2 attempts failed and each time I received error message. The only difference was in second attempt the lid opened but nothing came out apart from fresh air. Next day I went to the branch and explained what happened. One of the staff told me, don't worry, you will get your money back as it happened before. I explained what happened and they told me in 2 weeks time I should get my money back. Now after more than 2 weeks, nothing happened and on Saturday when I went to the branch again and asked for a manager, one of the staff told me he is busy now but I will ask him to give you a call. Then, nothing happened, he didn't bother to call me. my question is what should I do now? And how can I take a legal action and where should I go? Many thanks, Sirous