All God's children need shoes

At long last it looks like my son may be getting his shoes - soon but not quite yet. The tops are back from Lithuania where the NHS get them made, and they now fit - at third made to measure attempt. They just need soles - apparently Sheffield, and then he can have them. We only got to this point by putting in a formal complaint - it worked but should it have to be like this? He's been without shoes that fit for two years while this hasn't been sorted out. We thanked the lady 'for kicking some arses' but got a fairly blank reaction - she just seemed relieved we weren't taking the complaint further - why would we, all we wanted was the shoes all along, blaming someone wasn't an objective.