Frankly, it is an ordeal. Franz Kafka’s character K in his book The Castle would well recognise the difficulties encountered.
The process is there to grind you down until you crumble or give up and go away.
It is asking questions which go unanswered, cherry-picking what they shall answer and what they shall not. Or simply not replying at all…
It is having your letters returned with a Royal Mail label affixed with the ‘refused’ box ticked!
This is DOH -
Review of NHS complaints system