Unacceptably bad service

My broker sent my request for full withdrawal of my funds on the 13/ 8/2015, you department only received it on the 17/08/2015 (not sure why?) I have now been waiting 22 working days for my money. I have been promised on numerous occasions that I would receive my money to no avail!! I do not appreciate being **** too and being kept in the dark about what belongs to me! The reason for me needing this money is because a vehicle became available to me at a phenomenally low price, first come first serve. I borrowed the amount from family, knowing I had it to pay back in my investment with your company. This has now caused bad blood within the family as it has taken so long to pay back! If this is not sorted out by close of business tomorrow I will have no option but to contact the Ombudsman and report this fiasco!