Surname Change Complaint

I app**** for my daughters surname to be changed a year and a half ago, and for the last 6 months, I have been calling the call centre almost every week, sometimes daily to get updates, but there has been no progress, all they say is "its still in progress".

So our planned trip to visit her Grandmother had to be cancelled, as we cannot apply for passport until her surname is changed. And they said if we get the passport on the surname she currently has and we get to border control and her surname is changed, then they wont let her through the borders. So I have no choice but wait. Since June they have been saying it should only be another week maybe two and then it will be finalized, but as you can see it has still hasnt been finalized and it is already October.