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Bank Charges-HSBC

I wrote to HSBC 2 weeks ago using the templates and included details of my financial hardship with a document from CCCS. After 1st rejecting my claim I used the next template and HSBC phoned to offer me £700 (the whole claim is for £2450) immediately to cover my shortfall which if my claim is successful will be deducted off the £2450. They also said they will pay me another £700 next month if my circumstances are the same and my claim has not been settled.
Thank you so much for your templates and great advice.
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