Non adherence to TCF and possible FAIS Ombud matter

For context - I have had my matrix beame for around ~38 months. When moving my tracker over to a new car earlier this June I asked my insurer to get matrix beame to call me to book an appointment. The appointment was missed twice by the Bramley car sound and security centre, I informed Matrix about this and like most times they were unable to assist, saying they will call me back yet they do not. Finally (a week past initial installation appointment) I was advised by Bramley car sound and security that matrix has moved the call to another branch. After numerous calls and promises (to call me back) from Matrix I still do not have the device, yet I've been debited which I've since reversed as I cannot pay for something I do not have. I will not be hoaxed into paying a cancelation fee due to the incompetence and failure to perform from a company when they are at fault. I'm extremely disappointed in the service and lack of respect from the staff. I've asked to formally complain and even that I cannot be helped with, no complaints policy on the website either which is surely a FAIS violation. My request was to formally investigate my case from a customer service quality perspective and provide me with all call recordings made in the month of June, two weeks later and still no one has contacted me back - not even with an email where I can send my complaint, that's how shambolic this service is. If I'm not contacted and issue resolved in the next 24 hoursI will lay a complaint with the FAIS Ombud.