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On what basis did they refuse please?
Just to be clear there are no terms and conditions that say to the contrary?
Ok. Then you need to get a solicitor to write and ask that they honour it or say you will go to court.
If they refuse then you can issue proceedings using form n1
The court will list the matter down and decide whether to make an order compelling them to honour it. If the court does make an order and they refuse, this could be contempt of court which they can be warned, fined or sent to prison.
Can I clarify anything for you about this today please?
If I could invite you to rate my answer before you go today please, otherwise the site does not credit me for the time spent with you today. Thanks and good luck. Alex