I saw the email. They called him up while he was in a car. He said he prefers to discuss it over email. They told him it is their policy not to, and the phone conversation was the only way to speak to the investigator.
He sent an email after, there was a big time gap in response, eventually they responded with to come in, they said oh we called a few times there was no response, (no message was left on the answerphone, no txt about a call) he responded because of the unpredictable nature of his health condition he was unable to, which is pretty true . The email he sent asked for reasonable adjustments to be made to discuss this over email.
They took a month and a half to reply, the reply was go to the ombudsman man.
He made a complaint mid August, they sent a response in October suggesting they need more time, he sent a few emails they send another response need more time, he sent a few emails they responded with some generic answer about setting up a meeting and he sent an email requesting email Feb and March and highlighted the nature of his condition, they responded (April)with if you are not happy with the service provided go to the ombudsman.
He gone to a third party to make a complaint. The third party has read the emails and said they are trying to delay it so they can close it, they also said they never answered the question. Third party is going to write to them