Complaint closed with no one ever contacting me.

On 2 September I posted a complaint. On 3 September I received an email acknowledging it. No one ever contacted me but on the 15th the complaint is finalised and I am informed of it. I phoned, the lady informs me she will ask them (?) to reopen it. Nothing. Mind you, I am complaining about an insident that is dragging for months already. But does PnP actually solve any querries? I have not ever been successful with any of mine.