Too long and waffly. They'll be asleep by the end of the first paragraph, if they even read it at all.
Get the small claims forms from the county court. Fill it out, and send them a photocopy with a letter advising them that if the situation isn't satisfactorily resolved within 14 days then you intend to submit the form on such and such date. Done this twice, and each time the wall of stubborness collapsed and they folded.
In the rare event they don't sort it, they almost certainly will when they get the summons, cos win or lose it's cheaper for them to refund you for a relatively minor expenditure like this.
Need some help with a letter...
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