I was booked to fly from Rome to Glasgow Prestwick on May 24 this year with my elderly parents on a Ryanair flight. Due to volcanic ash the flight was cancelled. We were instead put on a flight to Stansted, arriving at 00.10, and were left without assistance. We booked into a family room in the nearest airport hotel and went to the Ryanair desk the next morning. We were advised that Ryanair was unable to fly us back on the 25th. We were further advised that we could either stay another night in the hotel and fly home on the 26th, or make our own way home by taxi or hire car and claim from Ryanair, making sure all receipts were kept. I hired a car and drove home that day and then submitted a claim to Ryanair for the hotel accommodation, hire car and meal expenses, as requested. I have received payment for the hire car and meals, but not for the hotel. GF

The balance of your expenses claim has now been approved. Ryanair's Stephen McNamara said: "Unfortunately, in May, airline passengers were once again unnecessarily inconvenienced by the regulatory overreaction by incompetent boffins to Icelandic volcanic eruptions. Ryanair received a huge volume of correspondence following this disruption and we are pleased that this passenger received a prompt response and payment. However, due to an administration error this passenger's hotel accommodation was wrongly excluded from repayment and a further refund will now be issued. Ryanair apologises to this passengers for any inconvenience caused."

I recently reviewed my credit card statement and discovered several transactions with Amazon that I did not make - fore-vouchers, digital downloads and a couple of items that were delivered to addresses that were not mine. I contacted my credit card issuer, NatWest, which cancelled the card, registered the fraud and recompensed me. When I called Amazon to find out what had happened, it became clear that someone had created a fake email address and set up a new account using my card number. I don't know where they got this from. The person then ordered over £600 of electronic goods and services, I think to addresses in Eastern Europe. I want to know why Amazon's fraud protection system did not prevent this from happening, but Amazon refuses to discuss this with me. MR

Amazon also declines to discuss this with us. A spokesman for Amazon says: "We have an effective fraud detection system and, in order to ensure the highest levels of security, we would not discuss any specifics." As your loss has been fully refunded by your bank, there is no more that we can do to assist.

In April 1976, my wife and I took out an insurance policy with the British National Life Insurance Society Limited. I am unable to establish contact with this entity. Can you help me please, so that I may put my affairs in order? JL

The correct name of the policy issuer was actually British National Life Assurance. This was taken over by Cannon Assurance, which in turn became part of the Lincoln Financial Group and this was bought in 2009 by Sun Life Financial of Canada - which is now responsible for your policy. Details on how you can claim on an old British National Life policy are published on the Sun Life Financial of Canada website, at www.sloc.co.uk/slfuk/Home/About+us/Missing+policies+or+unclaimed+assets?vgnLocale=en_CA.

I am trying to plan my finances and I want to get an idea of what is happening, and what will happen, on the sterling against euro exchange rate. We are seeing a serious crisis in the eurozone, with a threat of the collapse of the euro, yet sterling has weakened from €1.24 to €1.11 in the last year. Why is this and should we expect a rebound, or continued decline in sterling against the euro in the coming months? JR

The Centre for Economics and Business Research has predicted that the eurozone is likely to collapse within the next two years.

Tim Ohlenburg, its senior economist, responds to your question by saying the following: "Exchange rates - for example, 'sterling against the euro in the coming months' - are inherently volatile in the short-run and very difficult to forecast. As far as recent shifts are concerned, a relatively stronger economic performance of several large continental economies and a resulting increase in the eurozone-UK interest rate differential have also been major contributory factors."