Unhappy. Client and bad service

An application last year May 2018 after my mom past on. They said waiting period is 6 weeks. . Went there after 6 weeks, they told me my file was with the trustees I should come back after 6 weeks AGAIN . Went back to the Brits branch in February, I was told anything should happen from this day forth. I waited and nothing happens till I went again on the 2nd of May. All relevant documents were provided. I feel so disappointed that I had to go up and down with no communication on their side. It's been almost a year my mom past away... My younger sister have to drop out because there's no funds. It's a huge sitback on myslf and siblings. I don't understand the delay as no one is communicating.