Poor service on an Estate of a Staff Member

On my first post I received a reply in 15 minutes - however since then one email with no final dates. My dad was a staff member, perhaps knowing that there is no fee for the Estate to be sorted it takes over 2 half years? A simple estate that surely could have been wound up in one year. We have tried to contact - the phones are not answered *** *** *** *** It is sad that in times like this service has been so so poor.