Find a solicitor
ou don't need to pay them for much of their time, but simply cc all of your email and written correspondence to them and tell the bank to copy any responses to the solicitor too. The solicitor doesn't need to write any expensive letters or make any expensive phone calls yet.

You need a paper trail for everything, even the fact that they are refusing to answer you and a solicitor can bear witness to that. The courts will take a very dim view of them stonewalling you if it comes to it, but if it's your word against theirs it's really hard to show anything happened. Email is good for this, since you can show that it's been sent and your solicitor can show that it's been received. Recorded mail is good too, but it's harder to show that it contained what you say it did.

It's also important for them to have told you in writing why they can't investigate this properly. You'll find them an awful lot less willing to lie in writing. You also need to write down the name of anybody you deal with. People are also much more reluctant to lie to you and fob you off if you can hold them personally accountable for what they've said and done.
(Mr T, Fri 14 May 2010, 12:47, Reply)