Slugbreath,.
Suggest,
Do not get locked into a Complaints section.(normally more and more irritating paperwork follows)
Firstly clearly identify in writing to yourself, what you believe the issues to be.
Check that these are real problem issues.
Then write (keep copies ) and clearly number the issues you need sorted eg 5 issues..
On each response check that your 5 numbered issues are sorted.
If 1st response sorts 3 of 5 issues , rewrite to have other 2 sorted.
Keep copies and don,t phone them.
Will take time but if at end, you ain,t sorted sensibly, you have proper file to really complain with !
ps. Patience is a virtue !!! , but good notes are as good !!