Absolute service failure to be reported to relevant bodies

I requested specialist authorisation for my son which was given. Since taking him to the specialist I have had endless struggles for my refund. I submitted the documents on 15 October. 23 October I received communication one document was unclear so I resubmitted same day. I repeatedly receive automated emails asking me to resubmit. I have involved the brokers who keep telling me the matter will be resolved but still this continues. I called their contact centre who still pick up that they need the documents despite this being sent several times. I was informed by the Team Leader that members cannot communicate with the Claims Department via telephone they ONLY send emails so I cannot request that anyone contact me. Their business practices are ********* and I will be reporting them to the relevant authoritive bodies. Some reference numbers I have been provided do even reflect on their system according to the Team Leader I spoke to today. I will now be taking this matter further.