I could not agree with your last paragraph more. I served them with a Subject Access Request in March. They missed the 40 day requirement and I had to write to them again. It finally took 52 days! I had a 12-month battle with them over dpc level only to find out from an email in the SAR that they knew in December 2016 that the levels were wrong.
They still made me fight for a year to get the dpc improved. Now they are refusing to answer questions arising from the SAR. LABC have not even bothered to acknowledge the emails I sent them yesterday, which, when you consider their verdict and the effect it could have on me, I think is poor customer service to a policyholder.
I am sure they were banking on the chemical testing to prove that there was no problem and totally forgot what I had raised a complaint about. The person trying to get me to believe about exposures was an extremely senior person! That person is also aware that the issue I have, is showing on my neighbour's garage that backs onto my garden.
It is a shame that their customer service is based around adversity and confrontation rather than conciliation, even more so as the overall product is very good.
Thank you for your support. I look forward to keeping you updated.
One other thing about SAR you will get a load of rubbish but it will provide information you can use. Rules change soon, I believe 25th May, response to a request is 30 days (instead of 40) and I believe it will be free.