Terrible service, PPS has dropped the ball

On 11 August 2026 I emailed PPS requesting assistance regarding my household insurance policy, as we are in the process of moving house. I raised a number of queries. I received the usual automated response that a professional sales consultant would contact me within 8 hours. Three days later I had heard nothing, so I emailed to follow up and requested for someone to call me urgently. I then received a partial response by e-mail from Marlene Kinsey, who sent me a long form to fill in but did not answer all my questions. I then emailed her again, asking her to call me, and also called the call centre only to find that she does not take incoming calls. As of the current moment which is 17h30 on 18 August, I have heard nothing. I find the service response to be deplorable and disgraceful. In the context that I'm moving house I need urgent answers and it is absolutely unacceptable. Please can you escalate this to management and get somebody who will actually deal with this matter?