Waiting 14mnths for Unabridged birth certificate

I have been waiting 14months for a unabridged birth certificate for my son. Every time I phone the call centre I get told they are waiting for documents and its being processed. I get told I am not allowed to speak to any one higher and they can't give me any more information. The government makes it a law that we can't leave the country without it and we had to cancel our holiday last december as it wasn't ready, now I am still struggling to get a answer. I get told there manager will contact me and they take my number but I hear nothing back and then get told to phone in a week if I hear nothing. Its the same fight every week and still no answers.