AGHHH! Anyone work for Abbey? Need Advice!

I cannot believe the situation Abbey have put us in. We have been waiting to exchange since last week and held up by the bottom of the chain (deposit not cleared) and finally the bottom of the chain exchanged - for Friday completion (26th) - the whole chain all booked removals, packed ready to go.

As our sol was awaiting the call to do our exchange she had a call requesting the boundary plans on our new house from Abbey (there was a slight change in boundary as our vendor is also selling the house next door - but the change is to our benefit as we get about a third of their garden as well as our own).

Our sol says to Abbey that exchange is imminent and Abbey say she cannot exchange due to them not having boundary change checked by a surveyor - bearing in mind the boundary issue was all sorted in November and we have been ready to exchange since before christmas.

So, on Tuesday she sent the plans by fax. No good they say, we need to see the red line. So she sent by DX, and today they said they had not got it (odd, as DX is supposed to be 24 hr delivery, so I bet it's in their building somewhere). So today she sent again by special delivery.

My OH has called Abbey 6 or 7 times today and is banging his head against a brick wall. They say that when they get it they will POST it to a surveyor and await their response (which can apparently be done by fax). They will not courier it, nor will they allow us to courier it or hand-deliver it to the surveyor. But if they post it out tomorrow it will get to the surveyor on Friday - the day of completion!

The bottom of the chain has already exchanged for Friday completion and so the family below us may be homeless on Friday with two babies if we do not complete on Friday. A chain of 7 houses may collapse. We are losing a peice of land the size of an A4 piece of paper and gaining a very large amount of the garden from next door, so it cannot possibly have devalued the house, and I expect it will take the surveyor about 30 seconds to approve this.

I anticipate that the surveyor this needs to go to is the local surveyor who did the original survey in September, but Abbey will not let us hand deliver it to them, or tell us who it will go to. They will not accept a scan of the plan by email either. So the plan is currently winging its way from the East Midlands to Abbey in Southampton, who will probably then post it back to the East Midlands, but this NEEDS to be done tomorrow - the chain is halfway through exchange for gods sake! None of the "front line" mortgage advisors will put us through to a manager, none of them will think outside the box in any way, and they are at fault due to not requesting this before (they did know about the boundary change).

My OH is calling first thing in the morning - apparently all managers today were at their annual meeting - to try and get some resolution on this. TBH if it was a 100% mortgage I could see them wanting to safeguard everything, but it's 85% and anyone with any common sense can see the new boundaries are to our benefit.

Does anyone have any advice on how to get past the front-line people and speak to someone with any clout? We've tried the complaints dept but they can't intervene until the mortgage is completed (even though we're an exisiting customer). We've also called our IFA who is going to try his contact at Abbey but holds little hope of influencing anyone, and also our sol has made several calls today.