As my colleague explained to you on the phone - and we have the tapes - you download the policy - we don't normally send it out.

On this occasion we agreed to send the email as a pdf.

There seems to be an issue with your email address which is sending any email we send to your spam trap without warning you. We have encountered this before with some providers - notably Google and NTL - there are others - but it is not consistent. I am currently having an on-screen warning added about the problem but this has probably also happened with the policy we emailed to you yesterday.

I will arrange to have an email sent with the polciy attached from another email address and perhaps you can check if that gets through and come back to me.

If anyone else has had the same problem you need to be logged in to the site and then go to the member centre where there is a link to "My Policy Schedules" and the "Policy Library".

If you still have problems come back to me.