rejected delay repay claim

just had my first response from dail repay suprise suprise rejected.

Your planned route (scheduled times):
Departing 1800 from London Waterloo to Godalming arriving 1840.

Route we think you took (actual times):
Departed 1818 from London Waterloo to Godalming arrived 1856.

clearly a delay of 16 minutes there !

explain how its not valid !!!