Well a week later after formally logging a complaint still no call or direction from the management or anybody whatsoever, do I them move over to the ombudsman as our contractual agreement is not adhered to and am not getting good customers server

Well a week later after formally logging a complaint still no call or direction from the management or anybody whatsoever, do I them move over to the ombudsman as our contractual agreement is not adhered to and am not getting good customers server. What does consumer protection act say about such service. I honestly think within 24hrs should I not get a clear direction am taking the next step