The Courier Guy lost my parcel

I have an account with this courier company and booked a collection with them on the 10th of Feb and my parcel is missing and they can't find it. They took 3 days after the promised day of delivery looking for my parcel, to only tell me that I have to put in a claim that will take 7 to 10 working days for them to process. Cherine Jacobs is the manager who is supposedly handling this case and not once did I receive a call from her to make me understand what's going on. They promince 5 working days for one to receive a parcel and looking at this, I will have to wait 20 days if not 30. I'm so frustrated as they are so *********** and so inconsiderate of my small business I'm trying to run mind you I've been their client for years now.