Bad service even from headoffice

I have been a customer for this company for over 20years in Somerset west. I even wrote to their head office an email and no reply after a week.i made a laybuy and never got to pay it so I went there to claim my deposit with my slip.the cashier and manager said I must have a copy of my I'd.i have my I'd on me but I must go make a copy for them for their book work.surely if they want a copy they must make a copy .even on their policy It doesn't state you must bring your own copy I don't live in Somerset anymore .I was there for the day and thought I will sort that out