4 months later claim hasn't paid out

My mother turned 60 on the 26th of September 2015. At the beginning of that month she went to metropolitan to claim from her pension fund. She was told the process would take anything from 1 week to 1 month. This was not a problem for her as she was still employed. 1 month passed and there was no communication from metropolitan so she went back to hear what the delay was , she was not given a satisfactory response but was met with more promises. in total we have been to metropolitan 4 times regarding this claim, my mother sits without her metropolitan income and absolutely no communication or remorse from metropolitan. she is taking steps with the Long term Insurance Ombudsman and no longer wants even a cent to remain with metropolitan from her money