Lack of transparency , lack of empathy and lack of TCF

My mother went on retirement last year, a month prior she was booked off and was not well. During this time Gems expected my mother to read emails when she was unwell. Upon my mom getting better she went to the walk in centre where she spent the whole day there and the first batch of forms where completed , consultants said everything was fine but this application was later cancelled. She went back again and had to start another application and she spent the whole day there again. She then got an underwriting questionnaire but when we called they said the forms completed at the walk in branch were not fully completed, she again had to complete the portion again and this is something the consultant should’ve noticed when she assisted her complete form. I was also told in order to get help for my mother , I need to go to the branch and tell the team leader what happened as the call centre cannot help me with the fact that their representatives are the reason this process has taken more than 6 month and now the waiting period should be over she should now start the waiting period. When complaints are logged the member is the one who has to suffer for wrong done by Gems consultants.This is unfair and the first complaint I received “we couldn’t solve your query on time,sorry” and the second complaint feedback was “ we are working on correcting this “ we talking about peoples lives not something worth ignoring.