BA closes claim for expenses

Andyw999888

Hi, I hope I'm posting in the right forum. 
In summary whilst on holiday in April BA cancelled our return flight (las-lgw) within 24 hrs of departure, and rebooked us on to an AA flight (las-lax-lhr) a day later than planned. The email from BA instructed us to speak to our hotel to pay for an extra night and that any meals and accommodation costs I incurred could be reclaimed after the holiday. 
I'm not looking for flight cancellation compensation advice here that's being handled elsewhere.
But - Post holiday I filled in the online claim through BA for the hotel and meal costs incurred as a result of the cancelled flight and extra night. My claim was logged and sat there for a couple of months, when I called BA they said it was being processed. It's now showing as closed. I've had no communication or refund of my expenses. 

When I call BA now they can see the claim is closed but say it's another department. 
Can you put me through to said department? No they don't have phones is the answer I get. You will have to email them. 
I have emailed several times each weeks apart and I never get a response. I have found other c suite emails and cc'd them.in too.  No response at all. 

I'm looking for some advice on how to progress this?  A contact maybe or is there an ombudsman, or can I go to my holiday insurer at this point? I just don't know where to take this forward to get my money back. 

eskbanker

There isn't an ombudsman as such but BA's ADR provider of choice is CEDR, so you can escalate a case to them in the absence of a meaningful response from BA, contact details shown on BA's complaints/claim page.