[FARWEST]

Not great news mate.
Main thing is to get it in writing ASAP.
Verbals, phone conversations, text messages are not recognised. In writing has proven contact. Ensure email/letter is date and time stamped...email will electronically do it....but a date in the email is irrefutable.
A call to HO can be made. State in the call that you are recording the call and clearly state your situation. Ask what action HO requests to enable compensation for the issue.
Not saying this will definitely guarantee remittance/assistance/acknowledgement (they already know...its a Global issue)....but...it will assist any legal action if that how the road turns.
GOOD LUCK