But a lot depends on the quality of the staff at UW.
Working in customer services I have wide ranging powers to solve problems. Ie If I give you X will it solve your issue....
It's amazing how many people are simply looking for a few £££ rather than actually solving the problem. Can spot these a mile off as when saying well I'll pass it on to the complaints team, they start to back track, knowing that they won't get the reply they want.
OP's son simply needs to raise a complaint. That maybe enough to get a few £££ chucked their way, rather than UW having to spend time and effort actually finding out what the issue was. But as has been said, with so many fingers in the pie. Getting to the truth will be hard.
I get your "By the book" comment, but that will require a lot of effort by UW to get to the root cause given the number of possible causes by multiple parties.
End of the day it's going to come down to cost to find the issue compared to cash to customer.
\_0-0_/ AdsL is Hell \_0-0_/
Wats SUP doc.... You using too much.....