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Hello my name is ***** ***** I will help you with your question today. I am reviewing it, please give me a moment.
What is it you want to ask me about this please?
Have you made a formal complaint to the bank yet?
Ok - you can't go to the Ombudsman yet then.
You need to write and make a formal written complaint.
Once you have the response then you can complain to the Financial Ombudsman. They offer a free, independent service and can then investigate the complaint for free at: www.financial-ombudsman.org.uk
But the Ombudsman won't investigate until you have been through the Bank complaint process.
Can I clarify anything for you about this today, please?
If not, I would appreciate a 5-star rating for my answer. If you need anything further I am available for a follow up at no extra cost.
You have, thanks!