My husband organised insurance for a new car in November 2011, and paid £340 via one of his credit cards. In December last year, he was diagnosed with a brain tumour and he died in May.

The policy was cancelled in March as the car was no longer needed. The money to be refunded from LV= was to be £203.

This, it has recently transpired, was never refunded as they tried to pay it into an account that no longer existed. We only realised this when the company sent a renewal notice for the cover that had been cancelled.

LV= can't say where the money has gone, and none of the banks with which my husband had accounts have been able to trace this money. Can you help? HS, Yarm, Teesside

This case was complicated by the fact that your husband started closing accounts after his diagnoses, and as your letter suggested, the money almost certainly ended up in a holding account.

You would think that LV= would have been able to trace the repayment more easily, but no.

Happily, after we raised your case with the company, it has now sent you a cheque to cover the amount owed, and added an extra £25 to cover the cost of your phone calls and time.

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