Abbey - complaints procedure

After I complained to Abbey re DLA's tactics, they said they'd deal with me direct. This got us nowhere and I received a letter to say they would not correspond any futher with me from that department. Yesterday I received a letter on behalf of the Secretary of Abbey National (incidentally posted to the address next door)! to say that they are now investigating my complaint. They've enclosed a form for me to state (if not previously stated) exactly what my complaint is, what I want them to do about it and what compensation I'd be looking for. I think this must be a standard letter but was wondering if anyone's had the joy of dealing with this department and, if so, how I should play it? Thanks Jo

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