Right, i sent my initail letter for statements, got them 5 days later free of charge, then sent a letter requesting all charges back and gave them 14 days- i got no reply and emessaged them via online banking, got a reply straight away saying a letter got sent a week earlier asking for a charges summary. Asi hadnt recieved a reply or the funds i sent a letter with the summary and threatening court action- 7 days to reply, on the final day i recieved the first letter from them. I emessaged again and got told it was on priority. A few days later i emessaged again- it was on priority, this is a computer generated standard email from them, so i rung up, by this time it had been 14 days after i sent the second letter requesting the charges even though i only requested they reply in 7. They told me they have up to 8 weeks to reply and in that time they would sent me a letter saying they were looking at the case. But after chatting to the guys on http://www.consumercorner.co.uk i realised i was being stalled. So i filled the claim.
If you do get confused or dont know what to do next just put a post on their forum as someone replies really quick with help.