Patience and persistence are the key to any successful complaint.
Email the company from your Resolver case file, and if there is a phone number then please call them for an update on your case. You may need to quote your Resolver case file email address to them so they can locate your case.
We will send you reminders to keep up with contact with the company and to escalate up through the customer service levels and, if possible, to an external regulator. But with a tricky company you have the greatest chance of a positive result if you can keep up proactive communications with them. Don't wait for a reply too long, email them again.
Unfortunately, it is ultimately down to the company to resolve your issue. If there is no response then we would normally try to escalate your case to the relevant ombudsman however not all sectors have an ombudsman.
We are a free complaints resolution mechanism so we try to make it easier for you to make your own complaints; we don't actually handle them on your behalf so we can't influence how a company approaches its customer service process.