Return of Documents (Form UKF)

Hi, my sister attended her citizenship ceremony in the Philippines a couple of weeks ago and applied for a British passport a few days after. We already paid the fee and they are now asking her to submit her Philippine passport and other documents but she still hasn’t received the documents she provided for the citizenship. She has tried reaching out to multiple email addresses but no one has responded to her. We are in a rush for her to apply for a passport because our grandad’s health is declining so my question is, for Filipinos who applied for a citizenship, how long did it take before you received your documents back?