3 weeks later no response to a formal complaint

My father lodged a complaint and received an email reply saying he would be called back by a representative. Over 3 weeks later and at least 2 separate follow-up emails and he has still not received any response from them. The next step will be going to the banking Ombud but generally, after a Hello Peter complaint, a representative gets in touch. It is a pity that this is the only way to lay a complaint these days. The normal channels seem to just be ignored. I will update this thread accordingly in regard to the outcome to keep the public informed.