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I am sorry to hear about this. Have you made a direct compliant to the insurer? If you have, what was their response?
In any event, you can make a direct complaint to the Financial Ombudsman service about our insurer. You can do it here: How to complain (financial-ombudsman.org.uk)
I hope this helps. Let me know if you have any follow up questions or want me to clarify anything, I am happy to help.