Baggage Delayed/ Claim

We arrived at Heathrow Airport on 19 December 2021, flight BA054. After waiting 3 hours for our luggage at the carosel we were asked to leave the airport with the assurance that our luggage would be delivered to us via courier. 2 days later the bag which contains my husbands winter clothing has not arrived. On holiday in winter in the UK with no winter clothing. We have tried calling but the lady hung up the phone on me. What poor service from such a huge company.