Ok im wornout thinking about it.
But found a clue for you who are at wits end Mmmm that be 99% of you .Quote to them that you want regulation ESA 35 (B) (2) Implemented in your case . Google it .Not sure if it will work but they are taking their time getting back to me when I was assured that would phone between 9-12 this morning as the saying go's no news is good news I hope.