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is it still a claim without going to court??

can anyone give a bit of advice here? i have seen martin on the tv saying to get your claim in quikcly for the bank charges. does this mean it has to be at the 'going to court' stage.
does it still class as having put in a claim if all correspondence has been with the bank in question, or is it only a claim if it has gone to court??
i have been helping a friend and his wife claim their charges back from Lloyds and it has been going on now since march LAST YEAR. he is tearing his hair out; he has received his breakdown of charges and she hasnt even received hers yet. they are ignoring letters left right and centre even though they have all been signed for and now the cost of going to court will be prohibitive for him BUT he doesnt qualify for the 'no fee' because he earns too much. this is really dragging on and there is no excuse. my sister is also claiming against Lloyds and the same thing is happening to her. more than a year and still ignoring letters. so, to repeat the question after all that monologue above: is it still a claim if you have asked the bank to pay up, but havent taken it to court?? thanks for any help here.xx
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