Terrible service

I've been trying to do a section 14 transfer from old mutual to Alan Gray on my father's behalf. The forms have all been filled in, but 3 months later still nothing to show for it. OM finally came back now asking for the same information already provided to be submitted again. You can't call their S14 department - you can only deal with them via email or fax. No names of people you can call, no reference numbers - absolutely nothing that can make the process anything but awful. I finally get a paid up quote and they want an 18% penalty fee - higher than the legally allowed figure of 15%. Is there anyone I can talk to? Of course not. The broker has been happily collecting commission for 5 years - but good luck trying to get hold of him, The comparison in service between OM and Alan Gray is so stark its stunning to think anyone would invest with such clowns