Appalling service

I don't think or even believe that this is customer centric business, from lack of communication to efficiency and overall customer service is not a priority at all hence the low ratings and reviews. Death claim sitting on a status of "waiting to request tax directive" for days and wondering how complex this process can be or its just deliberately ignored hence when I asked the consultant, he confirmed there's no reason why it's just parked there. Some of the staff are very rude and they seem to find it very unpleasant and painful to answer questions or provide clarity. Emails are not responded to, and overall engagement and progress update is simply nonexistent. The internal complaints will tell you that your query will be attended to within 5 days which also doesn't come as a surprise at all.