I'll keep this as short and simple as I can and then add more detail if needed.
On Mothers Day our gas was shut off as we had a tiny weeny leak - broken gas pipe under floor in the lounge. The next day we phoned our insurance company and were told we weren't covered - ok fine, worth a try (skint!) - that was last Monday.
On Friday the insurance company phoned to double check something and confirmed we ARE covered. We were shocked but thrilled. We cancelled the arrangements for the pipe work to be done at the weekend and started contacting people to get a quote done for like for like replacement (instead if it being done on the outside of the house which we were only doing due to cost).
Phoned the insurance company to ask whether or not the floor being lifted up would be covered (as been told we'd have to get the floor removed first as they won't touch the flooring, just the actual pipework). This person said we were NOT covered at all and this other person made a mistake. I cried and then firmly pointed out what this meant to us. That we would have had heating and hot water by now but had cancelled it all because we were told we were covered for the proper job. I explained that we've had to use the immersion heater more than we would have etc. but they just said they'd log as a complaint. I wasn't even going to get a letter to confirm the complaint until I insisted! I'm now going to write a strong letter myself and send it to someone higher up.
What I want to know is if I have any rights? A friend has mentioned trading standards etc. and I did say something about this at the time but they just said it was a 'training issue' end of. They were sorry BUT.....
So, before I get cracking with my letter, any tips, any legal bits I can get in there?
I'm off out now to find somewhere warmer (it's cold in my house today - come back sun!! :() so will check for replies when I'm back later.
TIA :)