Warning to forum! QuoteMeHappy. Please be careful!!

sithemadmonkey

The excess refund has nothing to do with your complaint - QMH have simply recovered their outlay from the at-fault insurer, and so are returning your excess to you.

I'd still follow up on the complaint - if they haven't even acknowledged the complaint then they're already in breach of FSA guidelines, and if they don't respond within 8 weeks of you sending it then you can go to the Financial Ombudsman Service, who will bill QMH c£500 for the pleasure. Might be worth emailing them pointing out that you know your rights when it comes to this - often the threat of a FOS fee will scare an insurer into action...