NatWest Bank plc in Kings Heath, Birmingham

I'm sure there are plenty of people in my situation, but I won't go into specifics. The deeds of my grandmothers house were lodged with the Kings Heath branch of Nat West some years ago, due to the closure of one branch everything kept by the bank was moved to Kings Heath and they have lost it, or are reluctant to look for it.
This is causing us a lot of problems and the manager of said branch won't even reply to requests from within his own organization, let alone ours. Our next option is to spend more on legal expenses by getting solicitors involved.
I'm not allowed to give a minus score for Nat west behavior and lack of action, but if I could, I certainly would...