No service from clientel

I am an existing policy holder with clientele. When you try getting legal advice you get asked to verify details when you do you get an email asking for more, i've had 3 over a 2 week period ending up with me sending my i.d doc so your membership card is an absolute useless item. I now sent docs after phoning the call centre who were absolutely useless, 2 weeks ago concerning a legal matter and to date have not received a reply I'm now going to the ombudsman as this is *****ing, when you promised a service and pay diligently and get no service. TO try and get hold of a director is like asking for the moon, you promised a call which you never get. think twice before putting yourself through this.