It takes over a week to get car assessed

My car was involved in an accident and was towed by an approved recovery company to their yard, it was taken them more than a week to find the car to do an assessment . They do not treat your complaint with urgency, do not keep you updated as promised and have a lack of regard for you as a customer. I have dealtt with Je Near, Charlene Davies and Simone Rowland and none of them have acknowledged the problem or given me a satisfactory response, as I said they have no regard for u as a customer. I have made more than twenty calls and sent many e mails, to date I only revived one phone call back and a unsatisfactory response by email from Simone and Charlene, neither offering any solution!