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Can I suggest that you formally log the issue yourself with the consulate team (link is on the right hand side). It is just a lot of the interaction we had with the Consulate team is tailing off and by logging it formally yourself the powers that be in London have visibility: https://www.gov.uk/world/organisations/british-embassy-vienna#contact-us and if you are not happy with their response, you can raise the issue here: https://www.gov.uk/government/organisations/foreign-commonwealth-development-office/about/complaints-procedure.
If you are on Facebook, I would also recommend joining this group: https://www.facebook.com/groups/biatravel