What would you do?

The friday gone by, (18th July) , my 90 year old grandmother's health took a turn for the worse, and we were informed by the doctors that she would not last the weekend. My passport has been with BLS / Cox and Kings for the last three weeks for a simple booklet addition.On Friday, I called them - there was no one to take my call, and no one called back despite the innumerable voice mails I