Sally says:

I asked Zurich to help put you out of your bureaucratic misery.

After investigating, the company confirmed that there had been some confusion over the requirements needed from your brother-in-law which, combined with a delay in the documentation being returned to the company, compounded the problem.

However, Zurich apologised “for not providing further clarity” and said more could have been given. It has now paid the £15,288 owed to you and added £200 to the total for your inconvenience.

Your experience suggests that it is important to take care when appointing trustees and to ensure that the paperwork is in order from the word go to avoid hassles years later.