For the year to July 2008 I lived in a shared house and took out contents insurance with Endsleigh. When I moved out I called Endsleigh to cancel the policy. A year later I discovered Endsleigh was still taking the premiums. To investigate, Endsleigh said it needed the telephone number I had used when cancelling the policy. I gave all the possible numbers as I could not remember which it was but Endsleigh said it couldn't trace the call.
Due to family illness I let a further year pass before I chased the company again. It said it was unable to proceed further. My bank, Lloyds, refunded the final six payments but couldn't do any more under the direct debit guarantee because my claim was out of time. AT, Milton Keynes, Bucks
Endsleigh says it was always happy to resolve your claim to have your premiums refunded but you hadn't provided the information it required. In fact, you have sent in all that you could, but had heard nothing in reply. Endsleigh denies having received the documents although your mother confirmed that they were returned to her address, which you were using at the time.
Endsleigh wants to sort this out now and will accept whatever documentary proof you can provide of your new address in 2008. Once you had sent this in, it agreed to refund all the overpaid premiums, apart from those already refunded by Lloyds. These came to £172 and Endsleigh agreed to a £50 ex gratia payment, giving you £222 in total.
You can email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. The newspaper accepts no legal responsibility for advice.
