no empathy they dont care

i went in for an appointment of which unfortunately ran late for the consultant, than he told me he was under pressure and did not have time to talk to me. i requested if there was anybody else to help me but they told me they were fully booked for also 2 weeks. i told them that i had urgent matters to sort out before month end especially since i had a pending hearing judgement and a land lord issue who has subsequently kicked me out ,because i had no legal backing. this happened on the 26 January 2015. i lay a formal complaint and the branch manger calls me today to tell me i was late for my appointment so what do i expect. for someone who has been paying my premiums for the last donkey years this is not the service i expect from legal wise. and further more my previous claim as well the lawyer they sent me a student for a labour case. i mean really of course i stood no chance against my previous employer. all i want is the service that i pay for and nothing else!!! they must stop it with the false advertising