Registration money and Spare key not delivered

In September 2014 I bought a Ford Focus ST through Ford Brits and the representative who assisted me is Dedrick. To date I am still awaiting the spare key for the vehicle since it was promised to be couriered to Durban at my residential address. The second issue is the refund of the money used to register the car in KZN which the Dedrick promised that it was going to paid back. I have reminded Dedrick several times about the issue and to date these items are still outstanding. it is quite disappointing to experience such a service and if this matter can be escalated higher up I would be much happy so that it can be resolved.