[azalemeth]

I went in-store to get money out in person, mentioned the problems and very nicely got handed details of how to complain. I did so, with screenshots, and got something like £150 -- completely unrequested -- in my account about six months later. I think they handled the whole thing very well actually, although I'd probably feel different if I had gone into mortgage arrears because of it, as I understand some customers did...