I disagree completely with what they are saying.
Their reply begs the question as to what exactly Low Cost Holidays did then!
In my opinion, LCH provided the accommodation through a third party.
If they won’t pay up, either take them to the Small Claims Court or preferably, refer the matter to the Financial Ombudsman Service as a complaint and let the ombudsman deal with the matter.
Can I clarify anything for you?
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I can still clarify things for you.
I think that is exactly the point. Accommodation provider would be written as “Accommodation Provider” not, “accommodation provider” if it was a defined term.
In the absence of definitions (which always have a capital letter to start) a term is given its ordinary meaning and the ordinary meaning of accommodation provider, in my opinion, is the holiday company.
My suggestion would be to write back to them and asked them where “accommodation provider” is defined in the policy document and where they get their definition and interpretation of it from.
Tell them that will be referring the matter to the Financial Ombudsman Service and that you don’t particularly want to have to wait eight weeks so can they let you know now whether they’re going to pay you out or not so that you can start ombudsman process.
If you can attach your letter of complaint, I can make the odd comment but if it requires major changes, that would be done as a premium service for which there is an extra cost.
I think that letter is absolutely fine apart from a few minor things. Give them a deadline to reply to, failing which you will refer the matter to the Financial Ombudsman Service. However regardless of what the deadline is, you cannot refer it to the ombudsman until 8 weeks have elapsed.
The other thing to do is put the policy number at the top alongside the claim number and also put the date of the policy.
If you bought this through a broker or third-party, you may have a mis-selling claim.
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