Hi Margo
I don't know what the reasoning is for certain, but having lots of emails coming in that would need to be filtered and sorted and forwarded to the right area would be time-consuming. (and that's without answering them). There's also a date protection issue in putting a name and NI number on unsecured lines. Starting with a phone call could actually provide a better trail of evidence than might be obvious as it will be logged against your records and then you can follow up with a letter.
BIS
Nothing on this board constitutes legal advice - always consult a professional about specific problems 
