Energy Price Cap announcement: Watch Martin Lewis explain what it means for your electricity and gas bills this winter
Problems with Santander.. The saga begins
in Reclaim bank & credit card charges
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A DSAR has no requirement to itemise things. So, their response seems correct.
Have you got a link to that as I suspect you are misreading it? Although, it is also not uncommon for the site guides to be misleading or simplified. Under the data protection act, they are not required and will not provide you with an itemised list free of charge. They will supply the data in the format they have it displayed (such as bank statements).
However, you do not need bank statements or need to itemise anything. With financial hardship cases, they are looking at your current situation and current hardship and they will decide the outcome. You don't get to say what they should do. Hardship responses are goodwill gestures. Not a right or a demand.
And what is wrong with that?
Since the banks won the court case in 2009, there have only been two successful cases in the courts. Both had unique circumstances (such as the account holder being locked in the interview room and not allowed to leave.
Banks do consider CURRENT financial hardship cases and if you meet their criteria, then they will often consider a refund of recent charges (typically last 6 months). However, their options also include things like suspending charges for the next x months or putting you on a debt management scheme. Refund is not the only option open to them.
Unfortunately got treated like a lump of poo despite being very reasonable and polite on the phone.
They also moved me from a student account to a current account during university term without informing me and this also affected the unarranged overdraft fee.
Ah well. You'd think they'd want to keep a customer that doesn't have CC's or an overdraft.