have the car over a year and no papers

Have the car now 1 year and 7 months the licence expired nov 2014 already we been up and down to the store always the same story we even complained on hellopeter they ddnt have the decency to phone but reply on hellopeter and then we went to the store again after that and again the Same story that they put a lawyer on it coz some other guy has how car papers now what kind of delayed lawyer is that or is it just a lie, so I'm now really tired of this my next step is the papers and obudsmans and most probably my lawyersow ccan you wait almost 2 years for your car papers and the car is not on my name yet and that was all part of the package