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Has he made a formal complaint yet please?
You need to write and make a formal complaint which will be investigated.
They will provide a formal written response. If you are still not satisfied then and only then can you take it to the Ombudsman.
They offer a free, independent service and can investigate your complaint for free
They are located at: www.financial-ombudsman.org.uk
Can I clarify anything for you about this today please?
I dont understand?
Sadly you need to contact customer services. I can only see questions
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