Emma
I think you have a right to complain. something similar happened to me ... my docotor takes emergency calls at 11.45 for 15 inutes, I phoned at about 1.50 and was put on hold for 20 mins then I was told tough luck I missed my slot. I was mad as Ellis was really sick and I only needed to speak to the doctor for advicenot take up an appointment and it WASNT MY FAULT they had so many calls. They complained, and the doctor phoned me back and apologised LOL