“The worst solicitors I have ever come across. I have been trying to get a hold of them for an update on a case that they have been dealing with for nearly a year now! I have sent numerous emails asking for an update with no response from my case handler. I have called over 10 times over a period of a week to speak to my case handler with no luck! It’s like they avoid their clients! DO NOT ever use these solicitors! I had no choice as they were the solicitors that were used by my car insurance! You’d rather pay extra money and go with ANY OTHER car insurance company.”
“After over 6 years of a no fault car claim, Carpenters have been awful. They did not arrange adequate medical investigation into my injuries (I had urgent spinal surgery) they did not return emails or calls for around 6 months at a time. They finally settled my case without my permission using evidence I did not consent to, because they had missed the deadline the judge set twice. Very, very unprofessional. Gave contradicting information when they did contact me. The worst 6 years of my life was spent fighting with the team supposed to be fighting for me!
AVOID AVOID AVOID”
“The Worst company EVER, No replies to email, No Answer on Phone Calls, Found new direct Number, which ended up costing £15.00 for just listening to an automated answer going round and round with being forwarded to a Human, ??? Disgracefull tactics, Disgragracefull firm and should be Struck OFF, PS We were actually recomended to this Company by our Insurers ????”
“Awful have 2 open claims can’t get in touch with anyone. U can’t even call and speak to a manager or receptionist. Just ur claim handler who regularly leave”
“Avoid them and find a company who has a better reputation, don't let your insurance company handle the claim through Carpenters, their staff are not only not qualified, they are not legally supported by qualified team leaders either.”
“Not heard a word from them only to tell me that the other side had 28 days to reply because it was going to a judge to decide they didn't feel offer was enough 28 days gone by and and months gone by absolutely ridiculous feel like being ripped off 💩💩💩”
“Carpenter and co solicitors of Wallington AVOID are all.costs they owe me £84.000 allowed a relative to sell my property without my knowledge or consent.”
“If I could give this company -100* review I would this company is an absolute joke like many others no contact, no updates , no returned emails or calls …. Approaching 3 years since the accident & still no settlement or any kind or information on this ongoing case. This company don’t seem to know their a*** from their elbow! Hospital appointments not documented in the claim, medical records not accounted for. I was seen by a consultant arranged by carpenters that wrote a report saying it was whip lash & strain & that he needed to refer me to a spinal specialist….. have never had an appointment I’ve been referred by my GP due to the ongoing trauma I have 2 MRI scans that shows significant damage to spinal cord & ongoing pain & injury this accident has significantly effected my entire life including loss of earnings due to having to reduce my working hours I am likely to have back issues for life It’s not whiplash! I currently have spinal steroid and epidural treatments termly which again is under my GP referral NOT Carpenters!! carpenters don’t seem to have the reports Evidencing all this & my GP is sick of them requesting the same medical records over & over again. The sheer stress this company has caused myself & my family is horrific seriously considering passing all this information onto the law ombudsman to investigate & even transferring to another solicitor to deal with it. I would not of instructed carpenters to deal with my claim its purely because my car insurance policy (Hastings) use this solicitors not sure if they are still in partnership but would seriously not take out a car insurance policy if they use this company & it’s not something I would have ever thought about until having a accident that wasn’t my fault (other driver admitted complete liability on the day of the accident) avoid like the plague …….”
“I have had the same experience as all the other one star reviewers. Almost no response to my emails, lack of attention to detail and more than a year after the accident (write off) I am still no further on and still getting no response to my emails. If I can have my case transferred to a different law firm, I will do and would never recommend this company.”
“They refuse to do with complaints
They refuse the double check there work or double check emails and vital documents are sent off
They do not check emails neither do they respond to them!
And my claim is still on going
With this shambles company”
“From day one thay got my name dat of birth and year wrong . Was hit by a 4 tone wagon. On motway.insurance gave them full details. But thay still got it wrong by saying it was a car. And chase wrong insurance company for it. My partner was pay £2700 but only got £2300 becuse she was not told. That treatment. She had to pay for. And no all I'm get out of the accident is. £ 670 pound becuse thay saying my injuries ( the same as my partner and same length of time to heal. ) that the law says I can only get this amount. Carpenters stay clear off them iv report them to the law society. Wait on come back. Jun 2023 accident July 2024. Still waiting on payment. Off them .”
“got transfred from another solictor to carpenters, had a car go in to the back of me and they excepted full libilaty ,had medicals and got whiplass. tried phoneing eailing them but nothing 2 years in still no contact. do not use this carpenters avoid big time”
“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!”
“yet again ignoring calls, messages, emails! my claim has been settled and now they are due to release my payment to me they have gone quiet! avoid these scammers”
“They are an absolute email, they have been ignoring my emails and phone calls for months.
They seem to forget I am the customer they are treating me with borderline contempt.”
“Took 8 years and 2 months to settle my claim, failed to comply with a court order and had my case stricken out. Only just managed to get a reasonably priced claim amount after the claim was initially undervalued by around £10k, I am still currently awaiting being paid out now.”
