Just to add to this, I can't say enough good things about the Financial Ombudsman. They contacted to me today to say that they have spoken to my insurance company and I should expect a call from them. The call came in 30 minutes later and they offered me everything I was asking for and a 25% refund on my policy as a goodwill measure. Everything that was on offer was conditional on me telling the Ombudsman to close the case. They really do have amassing power over insurance companies.
If you are considering going this route and would like some tips on the quickest way to progress it, PM me with some contact details.
Iain