I'll start this off by saying I'm not one to complain but I'm going insane here, yes I've tried their live chat I can't get past the bot, I've phoned them but I just get the same spiel and no actual formal complaint lodged I'm looking for like a corporate email or something.

Essentially I live in a block of flats on the 8th floor, I'm physically disabled with intellectual difficulties too, I try to avoid DPD but I'm on an NHS right to choose service that requires my medication be sent via DPD, directly from the clinic pharmacy who I do not contact, i only speak to my prescriber and doctor, I have these prescriptions once per month. (Context because a lot of advice says contact the seller)

Multiple times I have been given my slot, gone down to the lobby a half hour early, waited there the whole time refreshing the tracking page and seeing the driver work through the queue, and about 2 stops before me I get a notification that they were unable to deliver because I didn't give them the PIN when they weren't here in the first place.

I have added delivery instructions, there's 24/7 reception on the building also confirming they haven't seen them, I specifically ask them to call me on arrival too they never do. Today I was outside the building for 45 minutes in the cold, in pain and lightheaded only for them to do it again and now tell me they can't deliver until Monday.

I can't keep playing this game it's causing me serious distress and I've had to cancel appointments, go days without medication, stay up for 48 hours in order to be awake two consecutive days without missing it. I do not have a full time carer (yet) I live alone, and because of pharmacy related substance rules I can't pick it up from anywhere or have a safe place. The concierge has offered to take my pin for me but dpd never actually show up to the desk anyway so it's useless.

Every time this happens I ring them immediately, they assure me it will never happen again bla bla and they're so sorry but they can't redeliver same day. I've never had the same driver twice so this is a widespread problem and my block has over 1000 flats in so I know they've delivered here before, the doors are automatic and always unlocked but regardless I'm always waiting either outside or in the completely glass lobby where I can see outside and they quite genuinely are just not showing up, the security have even checked all the way round the building for me they aren't round there either.

So I need to know who to contact, ideally in writing as I struggle with verbal communication, I can't find anything other than the chat I can't get through on and the phone lines I've already called online, any ideas?