MFS on Allan Gray Bad Service

My mom resigned in September last year. She used Allan Gray as her broker. Manzini Financial Solutions Pty (LTD) I have never seen such don't care about people person and yet his representing Allan Gray. Can i ask Allan Gray to look at how he works. If we can also be allocated a new representative. My mother was complaining for a long time that whenever she contact Mr Manzini he will be too busy and advived he will call again which he never does when sending him a whatsapp this person would respond after 2 weeks and not even give adequate feedback. Yesterday i called him one of the things he told me was we need to remember there is lot of people Allan Gray is servicing honestly i don't believe this is the attitude you should be getting on someone who is looking for your funds. When i said to him ugogo he kept on saying ugogo wakho he couldnot see her as her client.