Could someone direct me on how to file for a formal complaint to Ombudsman for a Samsung issue. 

Dpd lost a package from Samsung (watch 6 pro gift) and told me to speak to Samsung. I did exactly that and they opened a ticket. Been over a week and no response, apart from an email today saying my order has been fully "delivered now". Tried speaking to support again for 2hrs only to be told a ticket is open and nothing to do. Asked multiple times to file for a complaint and was refused, denied or ignored. 

Feel lost as a consumer and somewhat hopeless. No way for me to complain anywhere so coming to here to seek guidance. 

Thanks,