Is that a true story? I'm really not sure why a bank would write a letter just to say thanks for telling us something.
6 years ago I bought a new house. As things stood we agreed a mortgage with a high street bank in branch, in Halifax and completed on the purchase.
The bank sent the mortgage offer to the new address so we couldn't confirm our agreed mortgage until we had actually completed. It turns out our offer was very different to what we agreed in branch. We had agreed a tracker mortgage but what we got was fixed rates at 7.9% in a climate of rapidly falling interest rates. It took us 5 years to prove we never agreed to the mortgage and we could prove it because they had sent the offer to an address we didn't have keys to!
Suffice to say the bank compensated us for 5 years of over payments amounting to 10's of thousands. It turns out that our mortgage advisor made more bonus fiddling the offer to suit her and the bank rather than us. This bank used to be a building society and is now part of the Lloyds Group that is under government ownership. We were taken seriously once the bank was in government hands having spent the previous 5 years being ignored.
I don't trust any privately run business that supplies the consumer market, particularly where you are legally obliged or have no choice to use their services. We currently have 2 cases with the financial ombudsman over insurance issues. One of the cases is regarding a clause that essentially allows the insurance company to use any condition to refuse a claim. This is a well known on-line company. The other is a bespoke insurance firm for farmers that refuses to acknowledge a clerical mistake that led my wife to be taken to court for lack of insurance on a vehicle. We will win both cases.
Having said that, I went to the DVLA office in Leeds yesterday to find it is shut....