I gave them a call yesterday and was told they don’t resolve these issues over the phone and only do it in writing via email...

I stressed I wanted this resolved before we travel after the person I spoke to said they were busy and taking at least 4 weeks to answer queries - so she said she’d bump me up the queue. Apparently I should get a response by the end of next week, so will wait and see what happens.

Will update when I get a response.