Denied referral letter for hrt

Hello, currently having trouble with my boyfriend and his transition, he waited for months after sending in his referral letter and has just now been informed that it was rejected. We don't know what to do and feel pretty much hopeless about the situation. He's been waiting for 3 years already and he really needs this and now we don't know how much longer it'll take for him to get his hormones. Anyone been through anything similar? Any tips to deal with the situation or any different options to continue moving forward with hrt?