Important document mislaid

Paid a hefty fee and handed in an envelope with an important dead lined document at Postnet Aramex Fish Hoek in Cape Town morning of 10 August for delivery to Douglas, Isle of Man. Letter arrived in London 12 August but then seems to have gone missing - was not delivered until August 22 - well beyond the deadline. I was not notified of the delay beyond the tracking website, and no-one can explain to me why it took so long. Staff seemed very casual about the whole thing, and I have yet to receive an apology from Management. Frankly I am left with the perspective that the company is not terribly efficient or customer oriented.