Well, I did not want to get into a fight with my bank, so I was a bit reluctant to begin the procedure but having spoken to my team leader so to speak she put me at ease straight away, and in fact it was the easiest thing I have ever done, just had to tick a few boxes and write a short note at the end and just wait to see what would happen. I will be honest and admit I did not feel any confidence at all that I would be fortunate enough to get a refund, well was I wrong, because I got a full refund, far more than I expected, thank you miss sold, I would not have done it on my own, you made it easy, every step . Thank you so much I recommend you to all. Janet