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Do the terms say when the documents need to be sent by?
Does the policy say you must provide details within 7 days?
Ok - does it say in the Policy that you have to provide documents within a certain time? It is relevant as if its not in the policy terms they can not enforce it
Ok - have you written and formally complained?
Ok - you need to write formally and set out your complaint. They will investigate it and report back to you.
If that does not work then you can go to the Financial Ombudsman. They regulate these people and can investigate the complaint for free at: www.financial-ombudsman.org.uk
If that does not work then you can seek a Court order to compel them to reinstate.
You would need to complete form N208:
The Court would set the matter down for hearing and decide whether or not to make an order compelling them.
But I would hope the Ombudsman would resolve it.Can I clarify anything for you about this today please?