Hi Gavin. I have included the bank's behaviour in my appeal. I referred to it on the basis that the appeals process can take account of "non-financial losses, this could include...your circumstances where this may have given rise to inconvenience, harm, personal suffering or hardship". I focused on the aggressive behaviour of KBC when they continuously phoned me demanding urgent payments which clearly, in retrospect, they had no legitimate basis for demanding and this caused me stress and personal suffering. But I have yet to get to the end so you may be right, they may take no account of this.@Gavin77 the panel will only assess the detriment of you not having the benefit of the correct rate. The behaviour of the bank in that time will not be assessed. I discovered this myself when I went down a similar road in my own appeal recently. You can mention it but don't expect to be compensated for it.