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Is there a letter asking for definition of hardship case?

I have recently had a reply from the Halifax bank stating they dont feel I am hardship case!
Despite my rent & mortgage being over 50% of our joint income
Last month I incurred 3 x £35 charges and they are in full possession of the facts as all of my accounts are with the Halifax.
Also 2000 mortgage arrears after being off work for 6 months last year following surgery.
I just wonder if I actually have to be on my way to "cardboard city" before the consider my case as a hardship case!
I just cant seem to compose a suitable letter asking them to define Hardship and getting them to review my application.

Any help appreciated.
TIA

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