Minster Law Limited

Absolute sham of a company. I've just made my 11th complaint to them which is a of my time as they acknowledge and do nothing to push the claim forward and finalise it. It's been 4 years since my accident and in that time, they lost my initial claim report, didn't file to the write track, gave me a doctor who made up his own report and listened to nothing I said and I've been ignored for months on end, multiple times. They do nothing unless I chase them and even them the action is short lived, before they ghost you again. They don't even have real solicitors handling the cases, even after reporting them to ombudsman, it's still just paralegals doing nothing. Total time wasters and I can't believe my car insurance company recommended them. AVOID AT ALL COSTS

Update: Following the previous review a senior team leader said she was personally reviewing my file and would update me, that was 4 weeks ago!! Not heard a thing from “Rosemary” since, so I guess it’s not just the call takers who are the core of the problem with Minster Law, it’s all the way to the top! Guess I will have to go through to the SRA to get them to step in! Avoid Minster Law either directly or if your insurance company refers them, they are incapable of fulfilling any obligations and promises! Original review: Absolutely useless, following an accident in late 2022 I was passed to Minster Law by my previous insurers, what a mistake that was. Everything is done at a snails pace if at all! With confirmed injury to my neck, arm and hand from the accident, they tried to persuade me to go with a whiplash injury settlement, telling me it would take longer to pursue to injury claim! Of course I was going to pursue the claim as more than a whiplash injury, because it was clear from my pain and medical and physiotherapists it was much more significant. In February this year the “independent specialist” noted in his follow on report that I needed a part 35 report doing, to which I agreed and send clearance to use all my medical records for the purpose in early March! Since then nothing has been done! Until I pushed and pushed in a weekly call to them, now I find that they only filed for this in August!! Now I am told that as it is nearly 3 years they need to file for an extension, one handler saying it’s filed with the 3rd party, another says it the courts! Do they even know what they are doing??? I have asked for the last 12 calls for a call back from management, but still no calls! Still no part 35 report, although it appears that the handlers don’t understand what one even is! Often referring to it as a part 45 and telling me they are waiting for approval for an MRI scan. Oh by the way, still no call from management, but then I was told a few calls ago that there has been no management in the office for 4 weeks around that particular call, which I find hard to believe. I just need answers and for them to do what they are being paid to do! It no one their either knows what they are doing, knows how to tell the truth l, knows how to make a call back or knows how to do the job! It’s been a farce from start to this point, with no sign of finish! If you are lead to minster law by any route, say no thankyou! Find a different company to represent and claim for you, because Minster Law are demonstrating that can’t or won’t fulfill their promises and obligations. Let’s see if I get a call from management now?!!??

Absolutely useless, following an accident in late 2022 I was passed to Minster Law by my previous insurers, what a mistake that was. Everything is done at a snails pace if at all! With confirmed injury to my neck, arm and hand from the accident, they tried to persuade me to go with a whiplash injury settlement, telling me it would take longer to pursue to injury claim! Of course I was going to pursue the claim as more than a whiplash injury, because it was clear from my pain and medical and physiotherapists it was much more significant. In February this year the “independent specialist” noted in his follow on report that I needed a part 35 report doing, to which I agreed and send clearance to use all my medical records for the purpose in early March! Since then nothing has been done! Until I pushed and pushed in a weekly call to them, now I find that they only filed for this in August!! Now I am told that as it is nearly 3 years they need to file for an extension, one handler saying it’s filed with the 3rd party, another says it the courts! Do they even know what they are doing??? I have asked for the last 12 calls for a call back from management, but still no calls! Still no part 35 report, although it appears that the handlers don’t understand what one even is! Often referring to it as a part 45 and telling me they are waiting for approval for an MRI scan. Oh by the way, still no call from management, but then I was told a few calls ago that there has been no management in the office for 4 weeks around that particular call, which I find hard to believe. I just need answers and for them to do what they are being paid to do! It no one their either knows what they are doing, knows how to tell the truth l, knows how to make a call back or knows how to do the job! It’s been a farce from start to this point, with no sign of finish! If you are lead to minster law by any route, say no thankyou! Find a different company to represent and claim for you, because Minster Law are demonstrating that can’t or won’t fulfill their promises and obligations. Let’s see if I get a call from management now?!!??

I would strongly advise others to think carefully before instructing Minster Law. Over the course of my case, I raised more than ten formal complaints due to repeated failures in communication, case handling, and client care. Despite submitting all relevant evidence promptly, much of it was ignored or only acknowledged after complaints were made. Key documents such as letters from my personal trainer and social media evidence were never considered, even though they were directly relevant to my recovery and return to work. Loss calculations were initially refused, then hastily and inaccurately produced using incorrect data, omitting vital information such as business impact and social media activity. I was pressured into signing the Schedule of Loss under the assurance that it could be updated later. I was not informed that this could limit future amendments or affect the defendant’s assessment. The deadline was nearly missed due to oversight and only met because I intervened. This likely impacted the fairness of the offer I received. There were also serious failures in contingency planning. During staff absences especially around critical deadlines no alternative support was arranged. Deadlines were only met because I chased them myself. Minster Law’s complaints process did not follow its own stated policy. I was assured that additional concerns could be added to an open complaint yet this was not done. Responses often felt dismissive aimed at closing the issue rather than resolving it or acting in my best interests. Most concerning of all Minster Law is now refusing to answer my questions including providing evidence that they submitted key documents on time. I have effectively been forced into accepting an offer without being given the necessary facts to make an informed decision. This is not informed consent it is being backed into a corner with no viable alternative due to omissions and lack of transparency. Overall I felt unsupported misinformed and pressured throughout the process. The handling of my case fell far below the standard expected of a professional legal firm. To add: We are 3.5 years in and still going.

If you're unfortunate to require the services of a Solicitor/Law Firm following an accident and your insurance company recommended Minster Law, please take my advice and give them the widest berth possible and find another firm, ANY other firm. We had a car collision in July 2024 where the driver admitted liability, my wife, son and I all sustained injuries that required physiotherapy for weeks, I'm already disabled from military service. Contact from Minster has been appalling from Day one. They stated quite clearly that my claim alone would be in the region of a certain amount, the actual amount ended up being less than half of what they stated and to add insult to injury they "forgot" to add the out of pocket travel expenses to and from the physiotherapist with vague assurances that their colleague who deals with the direct settlement meetings will "mention" the missing out of pocket expenses THEY admitted to forgetting to add. Another highly questionable issue is that there "colleague" appears to be the only person who deals with all the direct settlement meetings as this final stage has been festering for weeks and weeks. And these issues can be multiplied by three as it's exactly the same with my wife's claim and undoubtedly will be the same for our son. I feel that as they will most likely operate on a fixed fee basis with all the work done on a case management system (I worked for a law firm for 20 years) that enables them to employ people with little training in the finer points of legalities, there is little regard given to the the individual claim amounts for the clients as they'll undoubtedly operate a conveyer belt system pushing claims through as fast as possible to maximise profits. We're not angry, we feel hugely disappointed, let down and fobbed off by Minster Law which is a far cry from the service we received from the insurers which was exemplary. Rest assured the insurers will be made aware of these issues and disappointment and maybe it'll spare others, that have had a similar and already stressful, painful and upsetting experience from the same disappointment.