Chhattisgarh Express/18238

Dear Members, today I faced a very odd situation. My Parents, wife and infant daughter were to board the 18238 CG express. All the railway sites showed that the train was right time, till Bina and when I left home. When we arrived at Bhopal Jn, we were informed of a delay of 20 mins which is acceptable.
But later on this late status was increased sequentially from 20 to finally 5 hrs.
Let me make clear that all trains on BINA - ET section were delayed due to a technical snag in between.
Now here comes a bummer, there were 8 trains between BINA and BPL, and 18238 was 4th or 5th among them and 4 trains were further behind it. But...
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later on all 8 trains arrived ahead of 18238, namely Karnataka Sampark Kranti, Tamilnadu Sampark kranti, Pratapgarh LTT Udyognagri Express, Kerela Express, Samta Express, Mangla Express and Finally Jhelum express and after much ado Chattisgarh Express which was stranded with its passengers at the Nishatpura Outer of Bhopal were taken in at 11:55 as per the Railway Time.
(Kerela Express, Samta Express, Mangla Express and Jhelum express were much behind Chattisgarh Express)
Meanwhile there was a sense of Injustice that was felt among the travelers of 18238 Express and agony was faced. There were no proper sitting arrangement at the station and since rains have started, the platform was also wet.
Kindly advise, who should I complaint To ??
And is there any directive for officials for preferring or Neglecting any Train and its passengers ??