Trying to prove hardship

[mazoo]

I have been in dispute with NBS for months. I have sent letters to Group Directors etc and am always passed down to the complaints team in Swindon. We have argued about all sorts including Social security regs, which I'd never even mentioned, but latterly I have focused on getting them to agree we are in hardship. I've based this on the fact as I am partially-sighted following a stroke our sole income is Carers' Allowance, Tax Credit, DLA and ESA. Today I was told by Tom Baxter (Senior Complaint Handler) that as we have 16 active direct debits, some of which are for non-essential items, NBS do not class us as being in hardship! He said 'an expert' in his dept had scrutinised our account and had come to this conclusion. I asked him how this squared with BCOBS and asked him to name the expert, but he wouldn't and I got the strong impression he had no idea what I was talking about. Any thoughts on my next move would be appreciated.

[caro]

Have you followed their complaints procedure and had a final response?