Terrible service, slow feedback and absolutely zero senior leadership available or accountable

Absolutely awful experience. Our boundary wall collapsed in the middle of December. It is now 8 March and still not fixed. From the initial struggle of trying to submit the claim just before Christmas it seems everyone was already on leave and just didn’t care. Eventually after weeks of calling and emailing into January we received feedback. But from there we just keep going in circles as they refuse to cover the rebuild of the retaining wall but yet acknowledge the fact that our wall cannot stand without one. So they will pay for the wall but not the retaining wall. Multiple Facebook posts and promises later we are still absolutely nowhere. We ask for someone senior to call, they send someone to “take the message” to feedback and then it starts again with them reminding us to sign off but we haven’t resolved anything. Then they say they don’t know who the people are that we have been speaking to and will not acknowledge anything in writing. Absolutely shocking service and utterly disappointed in this company. Not to mention that our house and safety has been compromised for almost 3 months and they have zero regard.