CC Insurance When is full refund not a full refund

Essentially its this.

Took out Caravan Insurance with the Caravan Club ( 2nd year)  but as the old policy had expired and we had no van when the renewal took place it lapsed....so armed with a new van we took out another policy.

Charge was just over £165 and which was paid there and then via the phone.

Alas, a few days later an issue with the new van resulted in us having to return it to the dealer and a credit note was issued.

As we were again without a van and looking like being without for the shorterm we decided to cancel the policy with the caravan club. 

This we did some five days after taking out the policy, the CC club kindly offered to place it on ''hold' if we wanted and we could restart it when we sorted another van...but we declined that as even though it was on 'hold' it appeared to still be eating into the 12month term..but no bother.

So, we cancelled by way of phoning them and on the initial letter with the policy documentatiom it stated that  'In the unlikely event you find the cover not suitable, provided you return the documents within 14 days of receipt with written cancellation instructions we will refund the premium in full'  .....

I asked the CC on the phone if cancelling it by phone was sufficient enough to cancel and receive the full refund to which I was told yes.

A week later I checked the debit card the policy was paid on and then refunded only to find they had refunded me just over £144 ...a difference in their favour of £21 ???

This isn't a full refund and not what the welcoming letter states of a 'full refund'   so, I phoned them again to be told that there was a £10 admin charge for cancelling (again this is not made clear at all with the welcoming letter) and the other £11 was pro-rata what I would have used...er, in five days? ...but in any case this also was not made clear in the welcoming letter.  

On the phone the CC agreed to waive the £10 admin fee but the rest was down to me.????   

So here we are again four weeks on from the discussion and

A:  Still no £10 adin fee refund and

B: No explanation as to why not a full refund when the letter quite clearly states a full refund if not suitable and cancelled within 14 days.

Not only have we had a summer of utter trauma by way of a van we purchased being riddled with problems, to then miss the entire summer holidays with the children while the dealer attempted to sort the problem out ...but failed...not only that but we now find the CC club are charging us where they shouldn't or at least their lettter says they wont....and to add insult to injury and with a further phone call to them they still fail to refund the alleged admin fee which they said they would? 

I'm a huge fan of the CC ,  I purposely stuck with insuring with them over another well known insurer even though the CC were dearer .....I prefer to pay a bit more if the CC club benefit.

So right now, I have 2 children who did not get to go away in the van over the summer hols and so far not at all since Dec last year,   not only that but I had a problem with a dealer in early July which is now only just resolved by getting a full refund (still waiting on things clearing)  and I have the added expense of my CC membership being renewed even though I've not used them since last year...and then they charge me insurance when they say they wont etc etc.

Still no van, no insurance and out of pocket all over the place (motor mover fitted and then unfitted)  loss of my alko hitch when returning the van, waiting almost 3 months for a refund and an unhappy partner and children with no holiday....

To say I'm a touch peeved would be an understatement.