Graeme, that is a disgrace! I totally agree with Joss. Write to your MP to ask for support; it really does seem to make a difference. I had a big dispute with the DHS which refused to comply with an Appeal ruling. Nothing happened when writing/calling/emailing them; they just did not even acknowledge my letters etc. After involving the MP I got a very swift result, in my favour, and even received an “ex gratia” payment to cover all the hassle they’d put me through (by defying their OWN rules).