Inconsistent code of conduct

I would like to make you aware that your two branches piketberg and paarl branches do not operate under the same code of conduct. With my grandmother Rose Siebritz a policy holder passed away. Your Piketberg branch manager Ronel refused to give documents to my aunt she also went further to disclose thie fact that we wanted her not to tell my uncle (who was not the policy holder just the funeral aranger) as there was allready family drama. She went and told him add caused more unpleasantness. My actual unhappyness is that when we requested the documents from the paarl branch they had no issues forwarding it to my aunt except for loadshedding. They stated as one of the children she had a right to the documents as well as the fact that the policy was in my grandmothers name.