Thanks Grampa. Update is that agents continue to refuse to give any information, this even after requesting my file which I requested so that i could read and assess if there was a basis for a complaint. Anyhow complaint submitted regardless as the visible outcomes suggest a basis of negligence. I guess matter will move to Ombudsman referral and legal action but lets live in hope! On the plus side have found out that one can contact Universal Credit without a National Insurance number which I have done. sincere thanks due to you for your reply which gave a beginner like me a good start.