just a thought, seeing as you are in effect potentially in dispute with the company I would personally avoid telephone conversations and have all correspondence in writing. even by email. If, however it can't be avoided could I suggest that using whatever means possible you record the conversations with them.
even if that means speaking to them on your phone on speaker phone and using another phone to record the call (voice memo app or similar).
A number of times when dealing with large firms i have found they tend to "change their story" when thing get serious and realise you can't be fobbed off .
Presenting them with a transcript of conversations which they have denied has proved useful for me historically when dealing with banks, insurance firms and in other areas of dispute and suddenly they correctly remember the correct version of events.
of course normally asking them to retrieve a call they have recorded for "training purposes" often doesn't seem to be achievable due to technical issues !
I hope you don't have to rely on the above but, better prepared for the worst if this proceeds to regulator.
oh & btw you don't have to tell them you are recording.
http://www.ofcom.org.uk/static/archive/ ... rvfaq3.htm
