Poor Customer Service

I queued at the Pickering St. Branch. I was asked what service I required and was given a ticket . When I made it through to the lounge area I realised my ticket was already outdated. On enquiring I was asked why I had the wrong ticket. Simply put, it was given to me. A ticket was reissued and after some time I was able to meet a consultant. She promptly told me I should have made an appointment, I stood my ground as I had explained the purpose of my visit at the door. I explained that on a previous occasion on requesting the same service I had been told to produce a resolution which I had now comp**** with. The consultant advised me after several consultations with a colleague that further evidence was required and that I would be contacted to make an appointment. After an hour and fifteen minutes I was irate. This branch needs managers who will take responsibility for poorly trained staff. This issue could have been resolved at my previous consultation or secondly a competent person should deal with clients on their arrival to avoid countless hours being wasted. It is a case of shooting the messenger as the staff on the floor absorb our frustration and there is never a manager in sight.