Irate pensioner

About a year ago I filed a claim with New Era Trustees (liquidation company) against their client Snatcher Online who filed for voluntary liquidation. The claim was for goods paid for, but not delivered, which occurred before they went into liquidation. As a pensioner I tried numerous attempts to get information about my claim from New Era. Up until now I had absolutely no response from them. I would like to know what happened to 30+ years of experience and commitment to integrity, honesty, and efficient administration of estates.