Standard trust frustrating

My son recieved a payout which is supposed to assist with schooling and get physio, medical help as he was injured in an accident and he needs so Many resources, standard trust was sent documents by my lawyers in August to get the trust registered, when I call no one ever answers the lines, the consultant I communicate with via email doesn't have much info and doesn't understand what is going on, I call and I email and I have gotten no joy from dealing with them, I felt so secure when I found out that standard trust would be handling everything as I was under the impression that they are a trusted brand with established processes in place, this is not the case, seems like I'm just another number to them and they make it very apparent that our struggles and frustrations mean nothing to them.