UK Passport shocking service

Can anyone assist in advising how to track a visa application . It has taken my wife and daughter 11 Plus weeks and still no word wheras some people get theirs in 2 weeks , is there no system. I believe it is South African workers doing the job which could account for the sloppy service but surely there must be UK supervision.

They have had to cancel 2 air tickets at a cost and they need to get over to UK to attend to my 92 year old father in law .