LETTER 2 1 Blue Lane
Blue Town
Bluesville
BL1 6TT
Natwest Bank PLC
Your Branch
The Town
The County
The Postcode 18th September 2006 Dear Sirs Account Number : 12345678
Sort Code : 10 20 30
Note : This account has been closed We are extremely disappointed that you have not replied nor even had the goodwill to acknowledge our letter dated 4th September 2006. A copy of this letter is enclosed and please note that it was sent via recorded delivery, as is this letter. However, as a gesture of goodwill we are giving you another 7 days to refund us via a cheque at the above address the amount of £1,624.00 representing the total, unlawful penalties imposed on our account during the last 6 years. For the avoidance of doubt, if we hear nothing back from you we will commence this claim in the courts without further warning. This action will inevitably involve you in additional costs. Yours faithfully Mr John Blue NATWEST THEN SENT THIS REPLY ON 2nd OCTOBER Dear Mr Blue Thank you for taking the time to tell me about your concern. All concerns are important to me and I welcome the opportunity to address the issue raised. I am not yet able to answer your concern fully, as I need to look into matter further. I will contact you again within the next 10 working days, either with a full response to your concern or to update you on the progress that I have made. In the meantime, I enclose a leaflet, which explains our concern handling procedures for your information. Yours sincerely Mr Black
Customer Care Team
Natwest Banks