Attempted to buy 1 year bond with Oak North, they didn't want the money!

At the end of December I helped a relative apply for a bond, for a fairly sizeable amount, from Oak North.

https://www.oaknorth.com/saving

They neither responded to the relative's online application or to an email asking why she hadn't had a response.

Has anyone else had any experiences with them? At the time of the application they were listed in the top 3 1 year rates here

http://www.moneysavingexpert.com/savings/fixed-rate-savings

although I see that has since changed.

Look forward to hearing any thoughts about this. Perhaps they changed the rate payable on 1 year bonds as the application was being submitted but they might at least have responded. Shoddy customer service at the very least.