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If their policy states one thing then they can not ask for extra
This is because their own guidelines are which they need to stick to and rely on.
If they do not then this is grounds for complaint.
Indeed if they refuse then you should write and make a formal complaint.
This could even be grounds for a Judicial Review which is where you can challenge the decision in Court.
So no, they can not rely on matters not documented.
Can I clarify anything for you about this today please?