"Pals service or lack of"

I am currently going through a complaint regarding the death of my mother , this complaint has been going on since mid September .

The service and response from the pals team has been appalling. It takes days to respond to an email , people don’t call back or respond when they said they would and even when you complain about the treatment you are receiving they still take days to respond

I am most disappointed that you can treat us this way when we are already heartbroken and stressed with the situation we find ourselves in