Bad service

Pry***, I have been waiting for my son's passpoyto be returned. I paid for a service to be notified at each of the stages “Notification Pack” and Courier services. Have not received any of such. The call centre promised that i would get notified(21/08/2026) when this is send, but up to now nothing. I had to change my travel date once and still was hoping i will get some form of notification but nothing! I paid for a service which i am not getting, i need to travel with my son by the 27th August. We paying for sub-standard service. They are just sitting there with the documents, we need a proper service here, this centre is horrible!