Hi I have had similar experiences with different companies and I have had my money back every time. I go to my local County Court and get a (FREE OF CHARGE) set of papers to start a small claims application, in the pack there are 3 copies of the claim form and what I do is copy all the evidence and fill out one claim form and send it to the company concerned with a letter saying that if they do not send payment within 7 working days then I will take it further and actually make a claim in the County Court. When they receive this paperwork they know that you are serious and it will cost them even more so they always pay up. In the pack is all the info and help you need to help you make a claim and you get the £30 court fee back in your claim if you have to take them to court I have not as yet taken any company to court Just make sure of your facts (no small print exclusions etc) and go for it, It is most satisfying when a cheque comes through the letter-box.