My childs unabridge certificate

Good evening<br> <br> I am Mrs Adam I have app**** one year ago for my child's unabridged certificate, I called in 3 times since the past year, the last time I spoke to a call centre consultant they were supposed to get back to me that was around 1 month ago and I am still waiting for the response.<br> <br> Could I desperately be assisted in this matter as we would like to travel in coming future.<br> <br> Thank you