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many thanks for replying. I believe it was an upheld complaint as the wording in their offer letter of June 2019 is, 'We are pleased to advise you that we have now finished our review into the complaint you raised about your PPI policy. Having reviewed the information you have provided, the Bank is prepared to uphold your complaint and to offer you the following redress.' then goes into offer figure and how it was calculated. I don't know if Plevin applies to my claim. They based their offer on the form I filled out online, so I did not supply any statements at that point (I assumed, probably wrongly, that they do their own research). I did supply that information when I wrote to them to dispute the offer amount. I included this again when I responded to their offer letter of November 2020, which they received 24th November at their Manchester PPI team offices and according to their call centre staff was processed on 26th November and has been with their Customer Review Team ever since (with premiums info). But all the information that I have gleaned has been via call centre staff verbally, I have nothing in writing and have come to the conclusion they will not write to me.