Minster Law
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Avoid this company
Good Evening, I wish to make a complaint about the disgraceful service I have received at the hands of your teams. My accident was over 1 year ago and I have never received an update at all without calling you to receive one myself. I have consistently chased this matter up throughout, I was originally told at the start of January that the responsible parties insurance were not accepting liability and I requested whether they could be chased up. I was told and have been told various times since then that there is a legal requirement for them to respond within 28 days. It has now been 9 months since this. I have chased this on multiple occasions since and I still have no update whatsoever despite having been told on 3 separate occasions that court proceedings would now be commenced due to the third parties unwillingness to engage. I then more recently recontacted your offices around 16th August 2024, to state that my wife who was sat next to me in the exact same accident in the exact same circumstances has been awarded her personal injury claim through your firm (she is also likely to be submitting a complaint in due course as she was told she would have the money within 4 weeks and she contacted tonight 6 weeks later and still despite being on the phone for 15 minutes repeating her details and reliving the accident, no update was given). I was then told that my claim had still not been progressed and that it is likely that I will now have to attend court. Firstly, I have extensive experience of the court process as I am an investigator who prosecutes people for a living and I have no idea how an insurance company can accept liability for one person but not the other in the same accident in the the same vehicle. It makes no sense and I am struggling to see how this has been allowed. I would like a comprehensive update of why this has taken over 12 months to proceed, especially post January 2024 when it was apparent that the offending party's insurance had no ambition to reply. I would like to know how your team think it’s acceptable to treat your customers like this. I would’ve like to have thought that considering you are taking a percentage of the claim that you would be proactive in obtaining a settlement at your nearest opportunity but I have not had one positive conversation with any member of your team to date. This whole incident and proceeding treatment by your company is having a detrimental effect on my mental health the longer it goes on. I look forward to hearing from you.