Poorest service ever

We have submitted a death claim in August. We've followed up was told all documentation was received in November we called again was told they did not receive it. We have since been given the run around as to when resolutions will be reached. After our last review on this site was told a draft resolution will have been done by the 10th of Jan 2020. We are now being told that it may take 2 years. We were initially told 6 months to a year the period changes every time they mess up. Can not one person give proper communication I feel the need to contact the ombudsman and the PFA as one consultant nicely said she didn't know what to do with the file. So the dependants can wait as long as they accrue enough interest is that how it works.