I understand that you are looking for guidance regarding <reason>, as you have not been able to get <something> from <someone> for some time.

I appreciate your concern and I am sorry to hear of your experience.

I thought it'd be useful for me to give you an overview of our remit and what we do. We're responsible for <something> services and products. We're also tasked with <something-else>

I take direct requests seriously and I’ve today logged this information so that the wider organisation is aware and I appreciate the concerns you have raised.

I hope this information has been of use and I look forward to hearing from you soon.