STRAIGHT TO THE POINT

IN MAY, I booked a one-night stay at a Premier Inn, but I mistakenly booked the wrong night. The hotel staff were helpful and found me a room, for which I paid £128. They said I could claim back my original booking of £112.20 if I called customer services within 24 hours. The line was closed when I rang so I emailed Guest Relations. I haven’t had my money back.

A.C., London. Premier Inn has refunded you for the night you booked in error as a gesture of goodwill. I HAD a building insurance policy with Engage Credit, which was trading as Pepper UK. In 2020, my home suffered a bad flood, which caused £50,000 of damage. I made a claim with Engage but unfortunately it was rejected without any further information.

J.H., via email. Pepper UK says the policy you had at the time of the water damage was not a building insurance policy but a lender’s title insurance policy. This type of policy only protects your mortgage lender if your home becomes damaged. Unfortunately, it means you are not personally covered for the water damage.

I BOUGHT an air fryer from Amazon but it was recalled by the company last August. I sent the appliance back and was told I would receive a full refund for the cost of the product and the postage. I am still waiting.

M.S., via email. Amazon has now refunded you £113 for the cost of the air fryer and £15.45 postage costs. LAST week, Lloyds Bank asked me to change the password for my online account. I followed the instructions but now I can’t access my account. The issue was being looked into but I haven’t heard since. Please help.

A. A., Kent. There was a mix-up with your password and security information. Lloyds Bank has now helped you reset your log-in details.