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.