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salmonchild-
It's mostly opportunistic as people seem to regards Insurance Brokers as some sort of higher authority as opposed to a business.
I did something similar to what @PhilDAS did and just flew off the handle and played back recorded phone conversations to them. Suddenly the shift manager really wanted to 'have a chat'.
Chak
I've just heard back from MCE and it seems that after reading my complaint letter which quoted the financial ombudsman's advice to me, they have now discovered that their email and subsequent phone call regarding charging me £20 ex vat per day for storage of my damaged bike plus delivery fees back to me, were made in error and there's no fees for me to pay. The bike will be returned to me for free in the near future.
Very convenient.