Excessive response fee

I queried the fee charged for excessive response. I wanted to know how many responses I was allowed before being charged for excessive response. I also requested details of response to my property. Requests were made about 2 weeks ago, however to date I have not received information regarding armed response to my property. I just received their self imposed 'policy'. They have not bothered to engage with my query. I have been their client for approximately 10 years.