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@johnegg
@tiswas we asked them for records on everything we had contacted them about in the last 6-months but they said there was no record of bikes being mentioned at all.
I don't really know what to do anymore - I'm going to contact the Financial Ombudsman and see if they can help.
Also I checked and M&S wont insure us because we live in a flood risk area :( tis a shame - we should be ok as long as the Thames Barrier is functioning!