Extremely Bad Service

I reside in the UK. Trying to close my accounts is a nightmare. Secure message service if they respond inform me to go into the branch or call customer service. Calling customer service is a waste of time and money. An hour on the phone for them to state they can not help me and try to connect the call to Bayside Branch who do not pick up. Then tell me to go into the branch. My sister in law has also been into the branch to request authorisation form to act on my behalf. Promised a copy will be emailed but nothing done. Have emailed complaints resolution department twice who are supposed to respond with a case number. Guess what no response. Do they expect me to jump on a plane to deal with it. Not once with complaining have I been given a reference number. Very bad service all round.