Where to send complaints?

Hi,

I have been having trouble with an iPad which I purchased for my mother. I have two problems:

- The Apple account is blocked and emails are not being sent to the email address so it needs to be reset

- Some apps (such a Facebook and Line) are crashing and going to the home screen

I filled out the email contact form with my problem. The Apple representative first told me that I had used the wrong contact form and gave me a URL for the form (which was the exact same form which I filled out before).

I was then told via email to ring a number which was open until midnight (which is completely false because they close at 7:45pm UK time which the answer phone mentioned) and currently I can't ring during the day due to a busy work schedule.

After I said the information wasn't correct and I wanted assistance (this would be going back and forth for almost a week now) I was told that I should go to an Apple retail store which I could be charged for where they MAY help with the problem.

There is absolutely no way that I am paying for a visit to an Apple store for MAYBE some advice and a resolution.

Can someone please point me in the right method/department to contact where I can actually get some help. Also does Apple have a contact department for complaints?

Thanks,

James