If you ask us in writing to change
your payment arrangements (the way you pay
or the frequency of your payments) we will
either action it or we will write to you to
explain why we cannot meet your request within
five working days.
If we fail to send a letter to you, explaining
why we cannot action you request, within five
days, £20 will be paid out to you automatically.
2.
Account queries
If you query the correctness
of your account in writing, we must send
you a substantive reply within 10 working
days.
If we do not send you a substantive reply
within 10 working days, £20 will be paid
out to you automatically.
