“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.”
“Really bad to communicate, can’t get through on phone or on email. If anyone has any ideas how I can contact them? My case worker is called ‘winter claims’ as per portal which I don’t believe is a real name so I don’t know who to contact. Left numerous message on portal. My claime is meant to be in negotiation but not had any updates in months.”
“December 2021 I had a bus rear end me and write my car off. Year it took me to be referred for medical after hearing nothing! the company then had a staff change over and was unavailable for 6 months! When I finally had my assessment from the doctor, they claimed they never received it despite speed medial advising they have sent it over several times! this was ongoing from last August! The doctor then was un reachable and so in the end I had to fight to be examined by ANOTHER doctor and go through my medical all again a year and a half later! after again chasing and chasing, I got management involved for her to say she would send it across! Never heard anything for me to then ring weeks later to find she has gone on maternity!!! weeks opon weeks I have rang daily for updates and got told people would ring me back. It is now may 2024! The last thing my case handler said she would do is submit the loss of mileage and calculate it. 3 weeks ago management said they would tell her to do this asap! Spoke to my case handler yesterday and she said she would submit it after I kicked off! I have just come off the phone to chase and shock the claim still hasn’t been submitted and my case handler is off for the day. AVOID THIS COMPANY!”
“Shittest company ever. Poor communication lack of empathy, email to ask for updates and get auto email back 'so so no longer works here' mint another year chasing up my claim from 3 years ago and waiting another 5 months for my compensation. Joke.”
“Worst solicitor feel like they are the biggest scammer in uk. Can’t get hold of staff who work there. The phone automatically cut off. Fell like the biggest fraud and scammer. Help help help!!!!”
“Do not use this firm absolute shambles! Don’t reply to emails never answer there phones, continuously lie to you saying they have sent chasers for your claim when in reality they didn’t even request the information, you end up chasing things your self, had my accident over a year ago third party accepted liability immediately and still waiting a year and half on absolute joke ohh and don’t try and put a complaint in to managers as I’m still waiting for a call back 8weeks ago”
“Has anyone actually had a pay out from this company? It’s an absolute joke! Had an accident nearly three years ago now can’t get hold of anyone by phone, don’t receive any updates I’m going to the legal ombudsmen. This company needs closing down !!”
“Tearable service 2years of mistakes data protection breached, miss communication or NO communication. Failing to keep me informed, not following up on appointments and reports. Internal complaints a sham keped all under the table. Complaint about a case handler (Ben King) then the person who dealt with the complaint is the person who im complaining about. Shocking service. Hope they get invested as license removed. Micky mouse company.”
“Do not deal with this company they are disgraceful, they are supposed to be acting on your behalf and all they want to do do is close the case they have absolutely no empathy in handling such sensitive issues and make you feel like you’re the criminal!! They never answer the phone and they don’t reply to emails they cause you nothing but stress and anxiety. I am also making a complaint to Aviva, they should not be referring their customers to these solicitors they are beyond useless.”
“AVOID LIKE THE PLAGUE
This company were recommended by Aviva to pursue my wife’s car accident after being hit by another driver causing her significant harm.
She attended weeks of physio and agreed through advice to pursue a very small injury claim.
After being available for Carpenters at the beginning, phone calls, emails the claim was left with them to deal with.
After one or two further emails, and my wife’s recovery, the company have gone radio silent, yhe case handler Charlie Gedson has not returned any email, no phone call messages returned and even complaint emails to CG and messages left on the platform once logged in not being returned.
This company is disgusting. We have now f ed mailed the Law Society!!!!!!!🤡”
“I was advised to pursue my claim with Carpenters by Hastings - I can only imagine Hastings get some kind of commission from them as there is no other reason I can think of why anyone would recommend this company.
I had confirmation on the phone in July of 2022 that my claim with them would be closed, I also sent this in writing via the portal. I was told on the phone yes this is fine due to all the problems you have had with us (I had already written a formal complaint and mentioned contacting the FCA and SRA because of their poor practice and absolute lack of contact). After this, my account was closed and as far as I was concerned that was that.
Yesterday (a year and a half after my last contact with them when I closed the account!) I received a phone call from a woman, Natalie, saying it's reaching up to 3 years since my accident so they need to hurry and get the claim closed, they need information from me.. I told her my account and claim had been closed with them and she says there is no record of this on my account, how convenient! Then she changed her tune straight away saying I will be charged for the medical appointment and report (which was absolutely full of errors!) and any other costs will be billed to me.
I have since sent an email to them and their complaints email to reiterate the closing of the account and that they are not to contact me whatsoever. Dealing with Carpenters has worsened my anxiety and C-PTSD and I am once again considering contacting the FCA, SRA and also the Legal Ombudsman should they continue to contact me and try to charge me for anything. The lack of service, ethics, contact and empathy from this business is absolutely disgusting.
Do not open a case with Carpenters Group.”
