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Hi, thank you for your enquiry and your patience. Where you reach a deadlock with an insurer and you are not satisfied with their final decision you should ask them to send you their final decision letter (referred to as the deadlock letter in some companies). You will then escalate the complain to the Financial Ombudsman service who will investigate your complaint and their decision will bind the insurer. You will have the opportunity to provide the ombudsman with all your supporting evidence and they will also ask your insurer for their information.
You will be able to complain on line here https://www.financial-ombudsman.org.uk/consumers/how-to-complain and it is free of charge.
I would be grateful for your rating at your earliest convenience. All the best
you did not ask if what is happening is fair or not. You will have your policy terms and conditions and it is unlikely the insurer will be applying charges that are not in your policy wording. If they are then it would be unfair. However regardless of what is in their policy the Financial Conduct Authority requires that all customers are treated fairly and reasonably and the ombudsman looks into whether an insurer's conduct is reasonable. As a solicitor I could sympathise with what you are going through however without the policy wording I cant say to you whether you are being treated fairly.
It sounds unfair however the contract will have been agreed to and that is what the company will rely on. Only their regulator through the FOS can look behind the terms and conditions of the policy and say whether they are fair to customers and that is why I advised you to take that route. In a court unfortunately they will just look at the contract you agreed to and that will be respected regardless of the impact on you sadly.