"We will try our best to resolve your complaint during your initial phone call. However, where this is not possible, we will agree a course of action with you and provide you, where possible, with clear timeframes and next steps for the resolution of your complaint."
I have been through all their complaints procedures and also escalated it to CISAS.
Was it offshore you spoke to? Their scripts tell them what to say but not what to follow up on by the sounds of it.
If you are going to write a formal complaint, send it by recorded mail.
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