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  And if one is unwell? The idea of the complaints process in the banking system working to the advantage of the consumer is, frankly, risible. I can only agree about personal responsibility - we are advocates of the same in every part of life. But there are occassions when that is not an option, when perhaps depression or poor mental health can impact on actions. And the liklihood of someone that vulnerable or disordered being either able to start and complete a stressful process such as complaints (and it is stressful, let's not beat about the bush) or have the motivation to do so is remote enough to be invisible. And banks or the people who represent them who take advantage of the vulnerable are the scum at the bottom of the litter tray.

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