Firstly, speak to supervisor rather than call handler and ask for copies of all emails etc which they claim to have sent. You can also make a complaint if you feel he has been treated unfairly.. I certainly would not use them again and I think it's s bit of a cheek suggesting it!
As mentioned above, speak to the IP direct and ask for copies of the alleged communications from them, along with proof of postage and proof of receipt (if they have it).
Also have a read here to prepare a complaint to their regulators if need be:
https://www.gov.uk/complain-about-insol ... actitioner
Ask for copies of all documentation - if they resist make it a formal subject access request for which a £10 fee may be charged and they will have 40 calendar days in which to provide the information.
From 250518 next year this process will be free and organisations will have 1 calendar month to release the information and will apply to all organisations that hold or process information as you as an individual.
Put the requests to Knightsbridge in writing by registered post so there can be no argument they haven't received it.
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