Thanks Huckster and Jalexa,

LOTS of useful info there. I am definitely going to start taking down more details now, something I always find is that I can never make out the name, it's as if they rush it. But I am going to start recording also, like Jalexa said, the chances of going to a court of a law are small but in the mean time it could make a difference.

It just really has got to the point now where almost every company I deal with there is a problem, either I'm incredibly unlucky or customer service in this country has disappeared. It's often a combination of lack of communication between colleagues, incompetence and sheer lack of caring for customer service. Also like you said Huckster, the customer service advisor I spoke to when I first raised my complaint over the phone, who was based in India was actually really nice and helpful. The one over here just didn't want to help out at all and was actually quite rude. I also know what you mean about the post, I have experienced that once or twice before, especially with solicitors in my experience, they claim to have sent out mail when in fact they haven't actually been doing anything. I didn't realise you can pay £10 to see your records - I shall certainly be using that in future!