“I would like to leave a review for Thomas Sutherland who has been acting as my Solicitor on a case for me and I truly can’t thank him for the support he has provided me, he has explained everything in great detail in a way that I can understand also rather than just emailing me he took time to call me which made me feel better due to having vision impairment many thanks again”
“Is there a reason that RAC use this company?
They have caused me more stress than the accident.
Never respond to me
Tell me they'll respond in 10 days, when it goes over and I ask a question they are rude.
I had a phone number for them and it ended up been a fax machine.
I think don't get done, get dom needs a visit.”
“They have caused me more stress and anxiety than the accident! I’m on the third case handler and like the other two, this one doesn’t respond either! I’ve got a no fault claim which the third party has accepted liability, I’m desperate to settle so I can get away from Carpenters. My insurance company should never have recommended me to this unresponsive firm, I hold them responsible for appointing these solicitors knowing clients can be vulnerable after an accident . Avoid this firm or endure inevitable stress , anxiety and frustration”
“I wouldn’t pay these in milk buttons absolute joke of a company no reply from
Emails for 6 weeks an over 1 hour on the phone with no answer how they still exist I’ll never know”
“this company is a joke! were at the end of November and i try email and i get a reply saying my case handler is away until 25th September. i have been calling them for 2 months 3 times a day but today has been 7 times trying different ways to speak to a human but still nothing. I'm spending hours on the phone weekly. nobody ever contacts you. stay away from this company at all costs!! I've never had a call back yet since January.”
“Awful awful company they lied to me and told me they are working on behalf of my insurance company. Now they are trying to send letters saying I owe them £1100 or they will put a ccj against my name. Do not use this company they will blackmail you and try and ruin your life. Avoid guys.”
“If I could leave zero
Stars I would.
Absolutely shocking company, staff are incompetent. They ignore every email and phone call you make. Avoid at all costs. Had 6 weeks of physio for a car crash and they closed my claim without paying me anything for my injuries and didn’t bother telling me after over a year of chasing! No letters phone calls or anything.
An absolute cowboy company.
DO NOT USE!!!”
“What an absolute joke this company is. They cannot and do not communicate. I emailed a number of times asking for someone to call me as I didn’t understand what information was required and guess what, no one called me. I spoke to an agent today who became aggressive, abusive and tried to threaten me. At first said I hadn’t then had then hadn’t, sent information over to them. The staff are awful not proper solicitors and the company is an embarrassment. I felt so threatened and when I asked for help, I got shouted at. The agent I spoke to today said he didn’t care about previous phone call, when I asked for them to be listened to. I would advise anyone to stay away and anyone with ongoing issues to immediately contact the SRA. Not worth the stress, anxiety or belittling they cause. Incompetent and rude staff who don’t care.”
“I would never recommend Carpenters to anyone, in fact, I would advise you to avoid them like the plague. They are slow, fail to keep you informed, unproffesional and worst company that I have ever had to deal with. If you are put thier way by your insurance company, may God help you, cos Carpenters won't”
“The Carpenters Group has been nothing but traumatic for me! (long review but had been a customer since September 2022).
Throughout this process I have felt discriminated against and felt some laws haven’t been met by The Carpenters Group. I have also felt that the Carpenters Group have not been accountable and have taken an easy option of not addressing the severe issues associated with my complaint.
I felt that the treatment from my case handler was awful, there was a lack of communication to a point, where I was really struggling. I was told by this handler “I have 500 cases and I can’t meet the needs of everyone”. I wasn’t receiving responses for weeks/months. I raised that I had disabilities and required adjustments to be made within the service, of which, they were not made, and I found I was at a disadvantage the entire time I was a client of The Carpenters Group, the nature of my disabilities were made clear from the start of my involvement, I felt the adjustment elements were not met and by all accounts I felt that The Carpenters Group not responding in accordance with reasonable adjustments was discrimination especially when they decided to remove me as a client due to my complaint. They resulted to emailing only, despite continued requests that due to the nature of my disability, phone calls are needed. However, this request got refused/ignored time and again.
Decisions were being made surrounding my treatment relating to prognosis dates. Treatment was stopped because the case handler decided there was a prognosis date, when there was not and treatment should have continued. The doctors did not put a prognosis date to some of my injuries but The Carpenters Group decided to stop treatment anyway, this could play a huge effect to my case moving forward, and this finally lead to a complaint process.
I then raised a formal internal complaint, I found that everybody new each other within the Carpenters Group, and as such, complaints are solely dealt with by the team that you are connected too. Meaning, there is never any response. It took near on 7 months to get my complaint heard, and the complaint handler never even spoke to me via telephone, despite the requests for reasonable adjustments (they went ignored). The complaint handler did agree that she would re-investigate the complaint after she concluded without even speaking to me. After this conversation took place, and the re-investigation took place, I was left 7 weeks without a word from The Carpenters Group. I put trust into this complaint handler (stupid I know), and as such, she or her manager didn’t follow the adjustment plan.
By the end, I decided that I would instant message the director of the firm, who responded and said that the Chief Legal Officer would be in touch. He certainly was in touch and stated “I feel the process has been handled well” despite parts of the complaint being upheld. It appeared to me that he decided that he would end my relationship with the company before the call even started. The CLO was very clear in the 1h 26m phone call? that he was not interested in what I had to say, and spent the first 30 minutes continually talking over me. I tried to explain parts of my complaints, but he had decided the complaint was dealt with. I was under the impression the CLO would be investigating my complaint, however, he appeared barely familiar with any aspect of my complaint. He also decided not to recognise the conversation I had with the complaints handler about her re-investigating the complaint. He confirmed he wanted it in writing even though I pointed out there is call also. This then moved to the CLO stating that the ombudsman can sort the situation out, which leaves very little confidence that Carpenters Group has the ability to rectify issues.
The CLO traced this call on their system where the complaint was to be looked at again, but stated “it is not reasonable for me to listen to a 2h a 7m call” I confirmed to him, before entering into a conversation about my complaint, would it not be best to have investigated. But this did not seem to bother him in the slightest. The CLO decided that the relationship had completely broken down, even though, me and the road traffic accident handler had started to amend our professional relationship (please note, the complaint was actually raised 7/8 months ago, a lot had happened since then, and me and the road traffic handler had been alright over the last few months). But he was just not interested and tried to ball-doze his way through the situation with terminating the agreement, knowing that this would be a detriment to the case since we are so close to the finish line.
Furthermore, a Subject Access Request, had been requested many months ago. The company has 30 days to comply, and the (LEGAL FIRM) has not complied. The CLO seemed disinterested about it to me, but that aside, Carpenters Group clearly did not feel there was need to supply, despite my request. This remains on going.
I felt extremely oppressed by this legal company, the way they handle their complaints, the way they communicate, Along with this, threatening legal action against me if I publicise my complaint, charging huge amounts of fees should a new firm take over my case etc, going directly to the director for the complaint to be investigated (which was clear by the call from the CLO response) but instead removing the customer as the client without trying to resolve. It is my view that as soon as you stand up and speak up, they accuse you of being rude and attempt to turn the table onto the customer. That was my feeling, and they just cannot act accountably from my experience.
I was also accused of libel by the Carpenters Group regarding statements surrounding discrimination, oppression and breaching the law. This shows their lack of understanding of the law surrounding GDPR and not honouring a Subject Access Request, This shows their lack of understanding surrounding Equalities Act and when you set someone up at a disadvantage through a protected characteristic that this is discrimination, this further shows, that when you hold someone down within the complaints process, that becomes oppression. These are my experiences within The Carpenters Group, without them sorting the their internal problems, I won’t ever use The Carpenters Group again.”
“Nearly a year ago , non fault accident
Insurance paid for car , needed to claim excess and costs back through these people , emails not answered, receipts lost , Thomas dealing with the case ,please let me know what is going on
Poor service, the firm supplied by aviva
If you’re being paid to do a job then do it”
“Shocking service cannot get hold of anyone emails ignored my claim has been reduced as I could not get any response to an error I made so now waiting for a payout which should of happened at the start. DO NOT USE these cowboys”
“I would give 0 if possible. The case handler absolutely unreachable, unsupportive, unapproachable.. shall i go on... very quick to sign you up.. hassle you to put a claim in but thats were it stops... disgusting”
“This company is dishonest and dishonourable they lie and treat people like dirt they never answer calls never answer emails and we wonder if there is a PONSI scheme being run - who is to say the offer a third party makes is more than these devils offer the victim and pocket the rest I would not trust them and intend to report them to the the regulation authority they must be investigated as there is something very dishonest going on”
“Took two years to deal with my claim , didn’t contact an independent witness for over six months and why they did try he was no longer on the same number
Paid me out then six months later decided they had paid me too much so now want me to repay them the difference!
Legal ombudsman case going in and a complaint to any one else I can find”
“very difficult to contact.repeatedly ask for information that has already been forwarded to them.the portal is a complete waste of space.No messages ever answered and dont answer the phone.why are they used by motability insurance at all.They must be aware of their past dealings with customers.”
“Worst experience ever had with any legal firm, I was involved in an accident last year and they represented me in the insurance claim. Came back with a very bad settlement claim which was unacceptable and even refused to negotiate on it or support me any further. I have tried to reach out to them to discuss it but seems it is impossible to get hold of them. They cannot be trusted and should not be hired for any sort of claims representation”
