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I have a home insurance that I paid extra for legal service advice and protection with a well known high street banking institution . It’s not a service i have used before, but felt when needed it was always there for me to rely on .
The issue is that the company that controls the legal service appears to have allocated a solicitor that may have no experience in handling a professional negligence claims I say may as all the web site information suggestion they do yet when asking a question concerning a letter received we were advised by them we should contact a solicitor that deals with professional negligence ??
I have obviously complained to the company who allocates and controls this side of the insurance policy, but all we get is that they are waiting for a response from the solicitor concerned and will be in touch in 5-6 days … This has happened three times now and with no response to date we requested a change of solicitor . This they say they cannot do at this stage until they have had a reply from the allocated solicitor? I have contacted this solicitor requesting a change and they have referred me back to the management company ? I asked as I had it in writing from the solicitor to find another solicitor who deals with professional negligence what was the issue to change to another solicitor as part of their board … The response was they wanted to clarify if they could handle the case? I explained they already had a copy of the email suggesting to find another solicitor, but they were adamant they wanted to wait for a reply . My question to them was if they were unsure if the company could handle a professional negligence case , then why were we allocated them with no reference or choice to ourselves … the response was because they were on their panel of solicitors ? I argued that how can you give a case to a solicitor when you knew what the case was about, yet designated a solicitor without any thought as to if they had the experience or manpower to offer an effective service, the response was that is what we are waiting for a response for ?
Not satisfied with this answer I visited the local branch today and with difficulty did manage to speak with a manager although he was reluctant to do so . The outcome was to be honest a waste of time as is stance was that the any additions to insurances are introductions only and there is no responsibility to the company at all . It’s all the responsibility of the people running the insurance policy … This I disagreed as if the service offered is not fit for purpose , then the introductions are misleading . The outcome was that he disagreed and that despite showing him a graph of complaints exceeding the compliments for the company, his suggestion was to contact the over riding company to raise the complaint further but not with them . He gave me a contact name and number which I did ring when I got home , and it was the same company that was dealing with my complaint with the solicitor who doesn’t reply ……A bit long winded , sorry about that, but surely the company that sold me the insurance policy has a duty of care and just not fob me off with it being just an introduction , and secondly isn’t there a duty of care by the managing company to offer a solicitor with the relevant experience to deal with the claim and not just pick a solicitor at random without any due care or diligence as to the suitability of the solicitor ? I have bypassed my local branch and spoke with head office this afternoon, I await the response in the next three days … But who is right here , can it be brushed off as being and introduction and no responsibilities ? Doesn’t seem right to me especially as I pay extra for this service ?
The issue is that the company that controls the legal service appears to have allocated a solicitor that may have no experience in handling a professional negligence claims I say may as all the web site information suggestion they do yet when asking a question concerning a letter received we were advised by them we should contact a solicitor that deals with professional negligence ??
I have obviously complained to the company who allocates and controls this side of the insurance policy, but all we get is that they are waiting for a response from the solicitor concerned and will be in touch in 5-6 days … This has happened three times now and with no response to date we requested a change of solicitor . This they say they cannot do at this stage until they have had a reply from the allocated solicitor? I have contacted this solicitor requesting a change and they have referred me back to the management company ? I asked as I had it in writing from the solicitor to find another solicitor who deals with professional negligence what was the issue to change to another solicitor as part of their board … The response was they wanted to clarify if they could handle the case? I explained they already had a copy of the email suggesting to find another solicitor, but they were adamant they wanted to wait for a reply . My question to them was if they were unsure if the company could handle a professional negligence case , then why were we allocated them with no reference or choice to ourselves … the response was because they were on their panel of solicitors ? I argued that how can you give a case to a solicitor when you knew what the case was about, yet designated a solicitor without any thought as to if they had the experience or manpower to offer an effective service, the response was that is what we are waiting for a response for ?
Not satisfied with this answer I visited the local branch today and with difficulty did manage to speak with a manager although he was reluctant to do so . The outcome was to be honest a waste of time as is stance was that the any additions to insurances are introductions only and there is no responsibility to the company at all . It’s all the responsibility of the people running the insurance policy … This I disagreed as if the service offered is not fit for purpose , then the introductions are misleading . The outcome was that he disagreed and that despite showing him a graph of complaints exceeding the compliments for the company, his suggestion was to contact the over riding company to raise the complaint further but not with them . He gave me a contact name and number which I did ring when I got home , and it was the same company that was dealing with my complaint with the solicitor who doesn’t reply ……A bit long winded , sorry about that, but surely the company that sold me the insurance policy has a duty of care and just not fob me off with it being just an introduction , and secondly isn’t there a duty of care by the managing company to offer a solicitor with the relevant experience to deal with the claim and not just pick a solicitor at random without any due care or diligence as to the suitability of the solicitor ? I have bypassed my local branch and spoke with head office this afternoon, I await the response in the next three days … But who is right here , can it be brushed off as being and introduction and no responsibilities ? Doesn’t seem right to me especially as I pay extra for this service ?
