I would send them an suggestion instead of a complaint this time. I'm sure that you have complained before. I have done suggestions 3 times, i got positive responds every single time.
First time, i suggested them to provide list of documents that required to expedite the grant once open. Then got an email saying Baby medical and Function English Required.
Provide the functional English and Medical and sent another suggestion, provided all the docs please finalize my application. Got the Grant next day.
Without knowing that i had the grant , i sent another suggestion, next day i got another respond saying your application is finalized.
Looks like they are treating the suggestions is different aspects rather than complains. Just my opinion.