Is there even any client service here?

I have been trying to finalise a Section 14 Transfer from last year. There is one outstanding document - appendix 6 that is required and there is no response. I have emailed complaints, the arbitrator... I mean does anyone work there actually. Call Centre isn't much help as they can only transfer brokers through to the section 14 queue - I am managing the process so I cant even query on my own transfer. I've been with this company from when I was first employed but I will never go back.