“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.”
“Absolutely disgraceful company. Totally unavailable to discuss anything to do with my RTA that occurred nearly 2 years ago. I have never experienced such unprofessionalism. Refused to send paper copies of the ongoing claim- I had no option but to instruct another solicitor to act on my behalf. Hoe this company survives is beyond belief. Complaint to the ombudsman has been made. Avoid Avoid Avoid”
“Should be 0. Disgusting service, never update or contact you. Claim going on since August 2022. How this company has got away with the service they provide baffles me. Be warned, wish I had.”
“Avoid!!
WARNING! If your insurance company advises you to use carpenters after an accident then please DECLINE.
I can’t understand how carpenters are aloud to operate and deal with such sensitive cases.
After an accident suffering with mental health illness from mental scarring (which was diagnosed by a psychiatrist) they do not show any empathy, compassion or support. They simply do not care for their clients and will not in any way help you achieve what is rightfully deserved and they do not value your claim correctly from the FACTUAL evidence that has been gathered. They make up their own valuations. And UNDER VALUE your claim. Then when challenged they changed the valuation (which was higher than previous) they still under valued my claim. ALOT of mistakes has been made by my file handler and I practically done her job for her. The file handlers do not know what they are doing and they do not care for their clients mental health. They will break you down and drag your claim out until you simply do not have the energy to deal with them anymore. Disgrace of a company who lack the capacity to offer basic genuine support to their clients. I would never pay for their service and I’m sending a warning out to anyone thinking of doing so to please trust the bad reviews and avoid this company like the plague. Awful experience with carpenters and one I would never want to go through again.”
“Hi I had a non fault crash in a motability vehicle it was the august of the year we were in and out of lockdowns like a yo yo. We were not in lockdown when we crashed but we’re back in lockdown by the time I had to have a medical. I asked for treatment with a chiropractor for myself and my 2 children and for some X-rays or MRI scans to be done because I could barely walk due to the pain in my head, neck and back. My 2 children also had back and neck injury’s. Our treatment was arranged for by the insurance company via carpenters. My children didn’t get any at all and I was treated by the same physiotherapist a week after I had been treated by him via the nhs. This was done via video due to lockdown and all I was given was exercises to complete, the same exercises he had given me a week beforehand. If I had been treated within a quicker timescale I might have been able to see someone in person. The solicitors were called carpenters. They sent my daughter a child letters to go for a medical at a certain address and when I queried it because we were in lockdown I was told to make sure I went to the appointment or I would be billed for a missed appointment. When we arrived at the address everywhere was obviously locked up as we were in a lockdown. I was then told her appointment was actually a video appointment and I was not to miss any more or I would be charged. She missed the next video appointment due to me being taken to A and E in an ambulance and she had to come with me. She was a child at the time and I didn’t even think about the appointment until we got home the next day. I did phone the solicitors to tell them but they said I should have let them know at least 24 hours before. I explained that it was an emergency. The next appointment again for her was missed due to not getting the appointment letter until after the appointment date. Again I explained but they implied I was falsifying facts due to me forgetting about the appointments, when I told them I didn’t receive many of the letters they sent about my daughter I was again called a liar. I reminded carpenters that they also had a file for me and a file for my other daughter and we had not missed any appointments so it was out of the ordinary for me to miss any. I am an Army Veteran, I arrive 15 minutes early for most appointments and consider it very rude to just not turn up. I welcomed the appointments for all 3 of us as it gave me something to do other than school by zoom. When Carpenters wrote to my daughter to tell her they would not represent her any longer I didn’t have a choice but to also change my other daughter and myself to another solicitors too, I had been extremely poorly with what I now know to be occipital neuralgia caused by the crash so I couldn’t cope with much especially an insurance claim which should have been quite straightforward. The other side admitted fault and agreed to pay for medicals etc. I had no choice but to use Carpenters because it’s the one the motability scheme insist you use. Please if you are given a choice do not use them.”
“AVOID AT ALL COSTA, made a claim, other side admitted liability, no responses now for maths from Lee Denny or his manager, complaints gone to be ignored. A simple claim has taken well over a year now, their customer service is lacking. Initially allowed physio treatment then stopped leaving me in pain. Next step law society and ombudsman”
“No communication from my handler I was in a car crash last year June was sent for accupunter for weeks and on 4th September last year went to see a doctor for medical in Bellevale Dr Mattel since then I have heard nothing from my handler I have rang sent emails got no reply wrote 2 letters got no reply my handler libby is a joke as is this company my husband last year was paid out before Christmas and yet I am left now with neck and shoulder damage due ti crash as I was in back seat wen car speeding ran into the back of us all I can do now is get in touch with ombudsman of carpenters and see if he can be bothered to help or get a solicitor to sue carpenters for neglect it has also made my ptsd worse I am a pensioner and not in good health because of this anybody wanting a solicitor please do not use carpenters there a joke a disgrace”
“My daughter and I had a non fault accident over a year ago, third party accepted liability straight away, should of been a straight forward case, however 3 claim handlers later very little communication, they don't answer phone calls or emails, there website where apparently you can track your claim is rubbish, appointment dates which we apparently attended in 2024 which should of said 2023, absolutely useless, avoid at all costs as they just leave you feeling very frustrated.”
“There is no communication from this company, I have called on at least 20 occasions and have given up as no one answers and no ability to leave a message. I have also sent many e-mails and instant messengers with no luck.
They have incorrect information on my account but no way to rectify as you can not contact anyone. DO NOT USE if you have a choice, this company was issued to me by my car insurance company Hastings under my legal protection.
I have made a complaint to the company of which they have come back no fault found which is a joke as I have still not been able to speak to anyone. I have now referred to the legal Ombudsman to try an gain some communication.”
“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.”
