Hello my name is ***** ***** I will help you with this.
What was the £25k for, the wall?
What basis are they saying the insurance is not valid?
is there a clause they are relying on which they say you have broken?
Ok - if there is no clause then they can not refuse you.
You need to write and make a formal written complaint.
They will investigate this and report back to you. If they do not uphold your complaint you can then complain to the Financial Ombudsman.
They offer a free, independent service at: www.financial-ombudsman.org.uk - they can look at it for free.
That should resolve it - but unless you have BROKEN the terms of the policy, they can't refuse to pay out.Can I clarify anything for you about this today please?
I had a brief read but it is 60 pages and would take some hours for me to look through it in detail
Does that clarify?