Atrocious! No empathy or customer service.

I contacted Standard two days after learning of my dad's passing to request a payment holiday or term extension because I'd be missing the payment to redirect the funds towards planning the funeral and I was requested to fill out forms. Fair enough they still had to follow process. On the 2nd of May I filled out the forms and app****, and instead of getting a response on my application as advised on their standard response I was handed over to their lawyers with no warning or feedback. All of this even after having gone as far as stating I am willing to submit the death certificate on the calls I made to them.