I would find out if it was insured.
You should not pay unless you know.
If they refuse to disclose this information then you should make a formal complaint.
They will investigate the matter and report back to you
If they do not uphold it you can then go to the Financial Ombudsman
They offer a free, independent service and can examine your complaint for free at:
That should resolve the matter for you.
Can I clarify anything for you about this today, please?
If not, I would appreciate a 5-star rating for my answer, by clicking the button at the top of the screen. I am not paid for my time unless you rate.
If you need anything further I am available for a follow up at no extra cost.