First you need to go through the company's formal complaints procedure. It's quite a good idea to say at this point "I hope we can reach an amicable agreement at this point, however if not I am prepared to take the matter to the Financial Services Ombudsman". Because that's what you do next if they still refuse.
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"We are the angry mob,
we read the papers every day
We like what we like, we hate what we hate
But we're oh so easily swayed"
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