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I am very sorry to read of the above and I imagine what a difficult position it must be. I will certainly try to clarify your options.
May I confirm what incorrect or false information was provided please?
thank you. It would be helpful if you request transcripts of the calls just so that you have documentary evidence of what you say transpired during those phone calls. It is not a requirement that you obtain this evidence but as above, it is simply helpful that you have certainty as to the facts state as part of your complaint.
Once you make a formal complaint, the bank has eight weeks to formally respond. If they fail to do so, they are in breach of the complaints process and after eight weeks, you can complete to the financial ombudsman for an independent determination. If both of your complaints run the same subject matter, then you can take the original November complaint as the initial date of your complaint for calculation of the eight-week period and as such, it is likely that you should now be able to refer the matter to the financial ombudsman without further delay should you wish them to carry out an independent review
the undertenant have powers to make orders to the bank in terms of how to put the matter right and to award damages if they find you have been treated unfairly and this has caused you financial loss
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