Thanks for your reply.
We went through a series of questions with the company who wanted to know if we had defrosted the product correctly, we had, that we had not cooked the product, we had not and then the advisor said they allow for bone bits up to 6mm. It turns out the bone in our tub was almost a cm. Around 9.5mm
They have seen a picture of the bone and they then asked for it so their lab can analyse it. However when discussing sending it by recorded delivery and us wanting it returning by recorded delivery so that we could attain a second opinion if we disagreed with their lab, they instead decided that their lab no longer wanted to see it. It concerns us that they have not taken this incident seriously and made sure this doesn't happen again.
An advisor then moved on to try to claim that because the bone was more than 6mm, and that their bones go through a grinder twice, that the bone could not have been from their product.
Fortunately, not only did we witness the incident occur while our cat was eating the product, as he suddenly stopped eating and began pawing at his mouth in pain and distress, he is also an indoor cat and has no access to other food or bones. We can be certain therefore the bone came from the product.
Our cat is allergic to ketamine and has to have a specialist vet. The fees were approaching £500. Plus travel £40 and a days lost income. Not to mention a great deal of distress.
Cat is doing ok now and has recovered. The offending food was bought about 3 weeks ago and the company is Natural Instinct. The tub just shows the batch number.
We have been in discussion with the company itself, although the reseller has been hugely supportive and empathetic, they have not mentioned their potential liability.
The MD of NI wants to talk over the phone, even though I requested a resolution by email.
An advisor had previously offered a £50 NI voucher even though I had already stated I was moving my cat off NI and onto nutriment as I couldn't keep on sieving through their product as it was time consuming.