Thanks for the help so far... Yes it was an award booking, but the operator didn't mention cancelling anything, just the extra few pounds and avios, and my avios statement only says an extra 7,000ish have been taken for the 2 of us... no signs of a refund then re issue etc.

They said as I was silver there would be no phone service fee, just the £35 change fee.

I'm wondering if there's no real set rule on this? and maybe I got unlucky?