We are about to put one of our investment properties on the market. We have asked our bank to confirm any discharge fees and any other conditions if we were to pay out the loan (as some of our properties are cross collateralised). We emailed the bank and they have instructed us to contact the call centre – we want it in writing as we all know an answer over the phone won’t cut it if turns out to be something different at settlement time. I know the discharge fees are outlined in our loan document but as the loan was taken out some 10 years ago and the bank can change conditions over time, I think it’s best to reconfirm. Is the bank legally obliged to put this figure in writing if asked by a customer?