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Gap insurance
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yes:T you are rightThe FOS are actually very helpful.
They understand that most members of the general public will not have access to telephone recordings etc.
But they always want to see that you have attempted to sort things out before it gets to them so find as much physical proof as you can as it will help.
They want to make sure that you have been treated fairly and in the case it is anything but. If possible wait until Monday and see what their response is. It will be a lot quicker and easier if they can sort it out with having to go the FOS but don't worry if you have to as they will guide you through.0
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