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Rams dont do financial planning et al, and have a very simple cash out policy (unless this paritcular individual was making up the cash out issue).

Just ask to speak to their manager, and if that doesnt work explain you will be taking the matter to the banking ombudsman. That usually gets their attention. While its not an NCCP requirement, it could be their own cash out policy, so you might be unable to access cash with that lender...