It's the UK Border Agency that are continually dropping the ball on this. For once I find myself defending BAA!
UK Border Agency | Home Page
Write to them, it might be slightly more helpful but I know how you feel.
Frighteningly enough, if one googles the UK Border Agency, the Number One link at the top is not the organisition itself but :
"Immigration in the UK | migrantsrights.org.uk
Migrants' Rights Network (MRN) | Working for the rights of all migrants
Latest information on immigration from the leading charity"
There's the reason why they're struggling methinks.