"2nd appointment cancelled"

My father was reffered over a year ago his first appointment arrived few months later for it to be cancelled 2nd appointment was sent 6 month's later on the day of his appointment he gets a letter to let him know its cancelled again on his request ! My father appointment was for 17th August an the cancellation letter was dated 15th August. This is absolutely disgusting you cancell my father's appointment not once but twice then write of both letters it's been cancelled on request ! I have been trying to contact the ENT appointment an everytime my call has been dropped today finally I got through an guess what my call was dropped as it was 5pm ! She dropped my call after answering .I will be making a formal complaint an I will be taking the matter forward to my local T&A