I'm in a very similar position to Philip Warren of 10 months ago, with what should be a very simple task, the verification of identity for a charity/business account taking, so far, nearly a year - in fact I'm still at step one despite endless calls to the KYC team & visits to a branch. Receive conflicting information all the time, promised call backs ignored etc etc. I'm even finding the complaints department try to fob you off and, in my case, took the complaint number off the 'active' list despite me telling them it was nowhere near resolved & that I wish the complaint to remain active. Next stop the Financial Ombudsman...