If your provider makes an offer, decide whether you think it’s fair based on how much you feel the charges contributed to your difficulties and distress.
When you know how you want to respond, write back either accepting their offer or stating what you think would be a fair refund under the circumstances.
If they write back with further questions, make sure you answer them as completely and honestly as possible and wait for the next response.
If they reject your claim outright – either the first time around or after you reply to them with more information or a suggested resolution – you can complain to the Financial Ombudsman Service.
Don’t be put off by any response suggesting you’re not entitled to a refund and you should give up – no matter how official the language might sound.
If you need help drafting your letters, use one of the templates provided below as a starting point.