Sorry to hear you're still waiting to hear from the complaints team in regards to your complaint, we can understand the frustration caused.
As advised here in our Complaints Code Of Practice and as agreed with our regulators, it can take up to 28 days for your complaint to be fully investigated and a resolution offered. Once the investigation is complete a member of the team would be in touch with this resolution.
If you already have a complaint open you can track it's progress here. Although we advise 28 days it is usually quicker than this.