Lisa, I too have found it hard to get SARN's actioned - I've even gone so far as to write to a (collection agency's) director's home address with a veiled threat to call on him to discuss the matter; my case was hastily passed on to another agency; but sadly still no SARN response.(posted 7878 days ago)Perhaps you should try a different tack: point out to B&B that whilst you are trying your utmost to resolve the matter out of court, their obstructive behaviour in not supplying all documents is not in accordance with the pre-(court)action protocols they are supposed to follow (and perhaps mention the Woolf report). It might do the trick, since you would be threatening to spoil the illusion B&B would wish to create for a judge that they and their agents have adhered correctly to pre-action protocols. I've had some success with this levarage, and can recall the wonderfully transformed "three-bags-full sir" attitude of a previously difficult collection agent.
I guess I'm saying B&B might be more scared of a judge's ire than of the Information Commissioner.
Darius