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Given the hell they put you through eg. Suggesting huge payments to complainants before even hearing your side, emailing you after hours, demanding responses sometimes in effect within two working days, failing to give the name of the Ombudsman which is against their own rules. Failing to respond to your complaints about them, failing to acknowledge your complaint, then repeating the very things you have complained about, it is disgraceful that they then think they should charge you £400.00 for the privilege. They even complained that we were now following procedures they had made us pay compensation on seven years ago and accused us of lying to them because we followed those procedures. You really couldn't make it up. Oh and let's not forget one letter from them recently where they asked us to explain the law to them, and complained that we sent them all relevant case papers because it would take them too long to read them. What on earth is the management in that place up to. They would certInly fail Lexcel If ever audited. At least we have the good grace to apologise to clients and offer compensation if we think we have made a mistake.