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Hi, I'm Lea
Have you complained formally to the bank in writing?
Your first step is to put your complaint in writing to the bank. They will be obliged to write back to you within a certain time frame, tell you what investigations they did and what their findings are. If you are not satisfied with their response, you will then be able to take the matter to the financial ombudsman.
The financial ombudsman will not take up your complaint until you have done the above - and will want a copy of the response your bank gives to you. That response will also contain the FO's contact details.
I have provided you with a full answer for the fee you already paid before you were referred to me.
All the best.