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My name is Tony, and I can answer your question this evening.
If, when you signed up to their terms and conditions, you agreed that the money was only refundable the end of year in the circumstances set out, it is unlikely that the financial ombudsman service would be of any real assistance to you here. Your complaint is more about their practices generally.
The appropriate regulatory body would be the Financial Conduct Authority (the FCA) that reviews the conduct of firms acting within the financial services sector. However, the FCA may feel that this is more a simple debt recovery company, raher than one engaging within the financial services ctor, and as such, it does not have jurisdiction over it.
It would, however, be the FCA rather than the Financial Ombudsman that would have jurisdiction, if any, over this.
You're more likely route to obtaining satisfaction about this, is there a complaint your local trading standards department and/or the Ministry of Justice, if the firm itself, is a regulated claims handling firm.
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