@Nis Kidd it was Ruislip in NW London

@Nis Kidd thank you for this – I really appreciate you taking the time to share your thoughts and experience. It’s reassuring to hear I’m not overreacting, as it genuinely feels like they are dragging this out in the hope we’d have given up 19months on. We haven’t formally issued proceedings yet, but we have taken legal advice early on from a well known King’s Counsel litigation company. Your suggestion about writing directly to the CEO is a very good one, and the practical detail you’ve shared is extremely helpful. Again we’ve escalated this firmly but respectfully on 11 October 2024 while preparing to act rather than threaten which is the right approach. After following up twice and hearing back nothing but deafening silence we escalated to the Financial Ombudsman and subsequently reported them to the Financial Conducts Authority who launched a formal investigation on them. Thanks again for the encouragement and guidance, it really does help at a time like this.

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@Liam J Ryan bless!