EEA FP decision

[Doo]

Hello ,

November 24th i have submit my Application , 7 weeks later no answer , i raised a Complain on January 15th , next morning an answer says : In regards to your question, we would like to let you know that due to the nature of your request it is being escalated for detailed research. Please be informed that we understand the importance of your issue, and we strive to respond as quickly and thoroughly as possible, same day late in the afternoon and other email :A decision was made 04/01/2012 on your application. Please be patient and await contact with the VAC to collect your docs.

my questions :

1-if i send an email to www.visainfoservices.com as i did for my complain , the admin replying me is he in the UK or in my country worldbridge office ?
2- usually how long it take to collect you documents when Decision have been made ?

thanks