“Unfortunately, I didn't read the comments of reviewers before I start my case with Carpenters group. They are very slow in processing the claims. I have to call every week to chase them to process my claim, but there is no serious response. Even when I send urgent emails they don't reply.”
“No stars here in a fraudulent solicitors they had a good case and completely messed it up through gross incompetence and suspected insurance company fraud paid off by the insurance company to ditch the accident claim 14 days before limitation ended crooked douchebags namely the Manchester branch”
“I’m still waiting for them to get back in touch after I called a month ago the private medical company are rubbish I’m still waiting to be signed off for months and the had my son down as a twin with the same name and after I made my claim they got all information wrong thinking my 3 year old son was a driver and then call me the next day about making a claim I already made and I honestly think I’m not going to get much money for my accident”
“I have been dealing with company since October 2021 following a car accident where I was hit by a car who forgot to apply their brakes at a junction, hitting us broad side as we passed.
The services provided by this group are diabolical, which is hilarious for a group that has "Our services are built on the premise of outstanding customer service" plastered across their homepage.
I could not in good conscience ever recommend this company to anyone, including (if I had any) my worst enemies.
From the start communication with them is horrendously difficult. Responses to messages or emails can literally takes weeks to months, and when they do bother to reply they have not even bothered to accurately read what I wrote.
I have spent many hours over countless days (I even started to keep a phone log as evidence of this) trying to get a hold of my representative on the phone. This resulted in experiencing extremely long queues or being fobbed off by a staff member who promised to pass on my message for a return call. I can only assume this was either never done or ignored by my representative because I would not get a return call.
In fact during this whole time I have only spoken to my representative a handful of times. Considering that I was a victim of another's negligence you would think a company of this supposed reputation would be better.
Following the accident I was assessed by various people ( two of which showed prejudice towards my weight and a couple of other things).
They did arrange for physiotherapy which initially proved to be very beneficial, the company they used was excellent and the level therapy superb. I was initially very impressed with this until they cut the sessions off without any explanation.
I spent months trying to get an explanation stating that my knee injury kept giving way on my and the physio was really helping. Unfortunately months later my knee gave way on me causing me to fall onto a metal case that was on the floor fracturing my pelvis and worsening other issues suffered from the car accident.
It was not until this year that my new representative (who seemed to be far better than my initial one) explained to me why the decision was made. Apparently it was due to what one of the assessors had estimated I needed. I argued that if her predecessor had explained this when I asked I could have asked for a second opinion and potentially avoided the incident where I ended up breaking my pelvis.
She asked if I would like to put in a complaint at which point I said yes of course I want to complain. Later I received a letter saying they had investigated my complaint and that they promised to improve service from that point onwards and that they would be closing this complaint if that was ok with me.
Erm NO it certainly is not. I did reply with a strongly constructed criticism of this and to date I have heard nothing else.
What I did get back a few months ago was that my new representative who seemed to be getting things done far more efficiently than the first one was being changed.
I am still waiting to find out who this is...
As for my claim, well this just continually bounces around supposedly backwards and forwards to the courts. We are not talking about a huge claim here, less that £5k in fact.
In fact it occurred to me that peoples car insurance is in fact increasing rapidly because these law firms are most likely running up fees which most likely outstretch the payout by goodness knows how much.
I wouldn't be surprised if the legal fees for this are in excess of £50k or more. (PLEASE NOTE this opinion of legal fees is based on internet research and not facts) but think about it and it makes sense. Yes, I am furious with this company, but, I am trying to be constructive.
Sadly there is not enough room to list every problem, suffice to say they are countless.
AVOID USING THIS COMPANY IF YOU CAN.”
“They don’t answer the phone or emails and you can’t complain because the website doesnt work at all .i can’t get any help and they don’t care coming up to 6 months with no response? Trading standards are not bothered”
“If I could rate a zero I would. Started a claim 5th December 2003 and still not complete, as they continue to blame 3rd party.
They requested my bank details 10weeks ago and stated that money would be transferred however still waiting, poor service would not reccomend at all”
“I would give a Zero rating if it was possible. Having read the other reviews I am baffled as this company clearly does not care about or have any regard for their customers. My experience resonates with so many others. Over 2 years of incompetence, endless phone calls, non-response to emails, empty promises, lies - I could go on but it’s exhausting and quite frankly pointless. Any CEO worth their salt would be whipping this shoddy company into shape and why renowned insurance companies like Aviva use Carpenters is beyond me. The Ombudsman has to be the next step as an unresolved, no-fault claim, apart from costing me £300 excess, is continuing to impact on my motor insurance and that is unfair and unacceptable.”
“My case took 4 years to get to court. When it eventually did, I was there to see it thrown out due to the fact that my solicitor, Christopher, had not submitted the required documents, despite it being requested on numerous occasions. Obviously no apology from Carpenters. I'm not sure if he is just simply useless or he has learning difficulties. The owners and senior partners must be making loads of money from us poor customers not to be bothered by such incompetent staff. I wouldn’t trust my Carpenters representative with a mop and bucket.”
“I have a case that has been ongoing since August 2022
No one ever gets back to you, constantly ignore emails and their own messaging platform. They have been nothing but a headache For over 2 years.
My claims handler had made a error on my file which resulted in the claim not going to court as previously stated as he forgot to put my details through the portal back in 2022 so the whole waiting period started again.
Asked on multiple occasions for a complaint to be opened however again no call back ever materialises, I even managed to speak to my claims handlers manager who also likes to blank her emails and doesn’t call you back.
I wish I could go back in time and chosen a different solicitors company to avoid any unnecessary hassle, I have explained on multiple occasions I am a disabled customer with bipolar disorder and the stress is making me unwell… again no acknowledgement or care. The whole company is a joke !
The other side has now paid the money to Carpenters and I have been told it’s now gone to a finance team to raise the money to myself however when trying to speak to the finance team you wait over a hour and get cut off
I just want my money and to never have to deal with any of these people again.
Do yourself a favour, stay clear !”
“If everyone who sees this complains to the ombudsmen we will get things done also contact a no win no fee solictor for negligence Very rude staff incompetent solicitors the experts they provide are clearly for the insurance company and don’t put there clients or customers first anyone dealing with this company is to inform the ombudsmen it’s about time this company is held responsible for the mishandling of many cases”
“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 …….”
