Avoid like the plague! My case was transferred from 1st central law to carpenters after they were bought out. From then I encountered nothing but stress and frustration. My case was settled but awaiting payment when I was emailed initially on 15th May to say a transfer would be happening. As I was told my case was only a few weeks away from payment, I went ahead with the transfer instead of changing solicitors. It was stated that it was to take two weeks then I would get another email to let me know when this has happened. They also stated they would provide me with new contact details for my handler who was also transferring with the merger. This never happened so I started trying to contact Carpenters one month later as I no longer had contact with my case handler to chase my case. I emailed the contact provided on the initial email that stated that it was for any questions regarding the transfer. I also emailed the general customer service address provided on their website and also filled in a contact form on the website. None of these were ever responded to. I called their general phone number and was met by an automated system that asks for a name of your handler to connect you. This system is awful and just says random names to you! If you then try to go back to the menu, it will say it'll transfer you to human. The first time I did this, I got through to someone who put me through to my handler. He confirmed that the transfer had happened but he wasn't sure what was happening with my case. Unfortunately I believed I would be able to call back on the number to get in contact with my handler again however this was the only time in 27 attempts that I managed to get through to anyone on their general enquiry phone number. It either continually rang with no one picking up or said noone was available and hung up on you. A following 2 weeks later, after trying numerous failed attempts to get in contact with anyone to get me through to my handler, I resorted to putting in a complaint to carpenters regarding the lack of contact and the difficulty of this being unacceptable. I got a response from this saying they received the complaint and would deal with it within 6 weeks. Another two weeks later, I send a chase up email as I still haven't been put in contact with my case handler. This then prompts them to copy in my case handlers email. Luckily I was able to send him a direct email and subsequently get a phone call from him to provide me with his direct phone number. From then, I was able to contact him easily and my case was settled and paid one month later. The complaints department has responded to my complaint and have rejected it due to them saying that the contact was reasonable. This is ludicrous to me as I feel I should not have had to go to such lengths to get in contact with my case handler. My settlement was delayed beyond what it should have been due to being unable to chase my case to progress it further. I was highly stressed thinking my case was lost in the transfer due to lack of contact from carpenters since the transfer. I was unable to contact anyone for weeks but they seem this to be acceptable contact. I would never touch carpenters ever again and am suggesting the same to anyone else. Their customer service is shocking and they believe that this is acceptable. The difference between this and 1st central law, who it was easy to call/ email and someone answered every time, is horrendous. As seen by all other reviews, they truly do not care about their customers at all. You are only money to them and this is shown by their dealing of my complaint of lack of contact. I really don't know how they are allowed to still be in business with how negative their feedback is on all platforms. Take everyone's advice and go somewhere else for legal aid!! On one positive note, my case handler, Tim Stoddard was amazing. Whenever I actually managed to get in contact with him, he was helpful and always put my mind at ease. He has helped my case from before it was even transferred and I was relieved to know he was transferring with the company transfer. He has been nothing but apologetic for the situation and has done everything he can to chase up everything for me. He's an asset to an otherwise terrible company. Thank you Tim for all your help with my case!