To expect her to return my call

Best of luck with that then!

She rang me back just now. Excuses and contradicting herself. She is now off until Monday and says she will try and sort it and call me Tuesday.
I'm not holding my breath.

Nina sad to say but I think it is endemic. I am still chasing my son's holiday pay and he died in July! It doesn't surprise me that GB is not as productive as other countries.

Now I have had my sound off I suggest you not only talk to her superior you also write a letter, not an email. I have done so with some of the people I have had to deal with and it seems to work better than email. Is it surprising they are busy if they are incompetent?

It is quite possible that the person you have been dealing with has moved on and you have not been given the new contact, that happened to me in one case.

If all else fails email your MP, that will get something done.

Dreadful nina, stamp your foot (nicely!) and speak to someone higher up.

Yep, go to the line Manager.
Or even further up the line.,,, now.

Go above her and be a bit demanding