Hi englishrosegardens,

There is a "discretionary payment" AP can make, but yes it has taken so long for them to "investigate". They claim their compensation team is backlogged, at other times they say their compensation team has not even gotten around to looking at the matters. It's different depending on which customer service operator you talk to but at each point they all tell you 'we're not obliged to pay the compensation, don't count on it, even when it's examined as you have to have insurance'. So yes I thought it would be straightforward but its taking ages and there are many contradictory responses.