In reply to mountainpunk: Write to your local MP and also to the head of the Border Agency and title that letter "Complaint". These are processed down a different route and have to be answered within a given timeframe. Copy each in to the other's letter.
If you have kept copies of the documents sent in, copy them again and send them with each letter, along with a copy of the follow up letter.
The phone line is a waste of time for this. They will be remotely based and have no influence or direct connection to dealing with the paperwork.
Check out via the tracking that it has been deliverd as it is their responsibility once it has.
You should also perhaps do the same thing and write to the Minister concerned.
UKBA may well be useless, but the government sanctioned these processes and should be called to account for the s***e that they create.
Good luck.