Difficulties of applying for EEA Family Permit

[a.s.b.o]

Hello, I am currently in Russia where I want to apply for a Family Permit for my wife. This visa section seems to be the most insulated with no direct emails and no direct phone numbers. The embassy itself is also impregnable.

I recall from somewhere seeing that EEA applications can enjoy direct access to the embassy and applying to the embassy. I am struggling to find any reference to that effect.

Can someone please suggest how to deal with this? We need to ask a few specific questions that generic info in open sources does not address.

Thank you