Taybird, I am more than willing to let Sibson state clearly and concisely why they have delayed doing what clearly should have been done - completing Ds3's paperwork to allow him to send off - but in my mind there is no real justification for it unless they have a problem which, 3 weeks later, should have been explained to Ds3 a long time ago.
What worms me the most is that Ds3 stated that he was told to go in on the 5th of August and wait for the CFI between flights, which, given Ds3's eagerness to get the paperwork completed, I presume he did and as he still didn't get the result he wanted meant a wait in vain. On top of this, someone has already stated that it was probably "Frank who is a bit of a cluster****" which shows that they know this person is "unreliable", to say the least.
I am not "upset" or "angry", as you claim, I am just stating an honest truth; the fact that you are defending them shows that either you have a lesser expectation towards "customer service" or you have a personal bias on the situation and are not reacting as a neutral outsider. To that extent, imagine this whole situation happened to someone else at a different club and your brother / cousin or best friend was looking to start learning there - would you keep your mouth shut or would you look to recommend them go to another club?
This is not in a "lynch mob" manner as you call it but if someone is going to part with his hard earned cash to learn to fly then once he has paid his bills, completed his exams, logged his hours and passed the skills test, he has a right to expect the paperwork to be finalised in a timely and prompt manner to allow him to realise his dreams - or do you disagree with my view of this whole sorry situation?