That's an interesting question from Thirsty. It rather depends on the basis on which Sam agreed to the mortgage. If Sam really wanted life cover and this was made plain to Abbey staff, and she only agreed to a re-mortgage in order to qualify for this, then she would be well within her rights to claim mis-selling and to have the transaction cancelled with all fees refunded. If she actually wanted to re-mortgage and the fact that she might qualify for life insurance was a secondary consideration, then she would not be able to claim mis-selling.
However, as Sam has now found, it is very difficult to prove that this was the position as everything was arranged in person at the branch and Sam doesn't have anything in writing that would prove her intent. It is a case of her word against theirs so any claim would rely on the honesty and integrity of the bank in question. And, as we now all know, integrity and banking are polar opposites. And, in my experience in financial services, this is particularly so in the case of the bank in question. If you look at the various newspapers that have troubleshooters that help readers to take up complaints, you will find this bank comes top of the league every time for customer complaints and appalling customer service.