“Ref : SOU1128/23639 & ref : SOU1177/01938
I HAVE CONTACTED BOTH OF MY CASE HANDLERS WHAT FEELS LIKE A MILLION TIMES, for NEITHER of them to ever get back to me. The only way I get a reply is if I keep having to leave poor reviews. My 1st accident was 16 October 2021, my 2nd 16 February 2026. Both not my fault. I am no further on with knowing anything on what is happening despite me attending all appointments I’ve been asked to go to. I just want answers PLEASE !!!!”
“Very disappointing experience dealing with Carpenters. My road traffic accident was in October 2024 and the other party accepted full liability immediately, so I expected the claim to be handled efficiently. Unfortunately, communication throughout the claim has been extremely poor, with long periods of no updates unless I repeatedly chased them myself.
I was assigned a case handler who explained they used an online portal, which initially sounded positive, however they rarely appeared to check or use it properly as messages and correspondence went unanswered for months. I was repeatedly asked for the same information and documents over and over again, including requests for evidence that simply did not exist.
The handling of my claim has been particularly frustrating. I was given incorrect advice regarding attending an appointment, which resulted in me losing income. I was initially told this loss could be claimed back, only to later be told it could not. There were repeated mistakes and inconsistent advice throughout the process.
Despite the claim being ready to submit to the other party for over a year, they still have not submitted it despite my repeated chasing. They changed my case handler during the process, but nothing improved.
I have made numerous formal complaints which were either ignored or not properly addressed, with factual evidence overlooked. Due to the ongoing delays and poor handling of the matter, the Legal Ombudsman is now investigating my complaint and I am in the process of instructing alternative solicitors regarding the losses and issues caused by their handling of my claim.
Overall, the process caused unnecessary stress, delay and frustration at a time when I was already dealing with injuries from a road traffic accident. Based on my experience, I would not recommend them.”
“I’ve just hit 1600 days for a head on collision yes dec 2021 and still not got paid yet .you ring for 30 minutes goes to answer phone and no call back. Very frustrating”
“One year after my accident ... at first Carpenters were all over my claim ... constant emails and messages ... one year on keep getting messages to call them ... have call several times ... constantly on hold ... not impressed ... Clare ... ref claim SOU1131 / 11434 ... if you don't want to see the claim through ... don't take it on”
“Like many other reviews, Carpenters are absolutely useless. No communcation and understanding. Been waiting over 3 years for a conclusion. The person who crashed into me admitted fault on day one and they still have not done anything.
Do not use them even on a no win no fee.”
“Accident was on November 2021, third party was given 5 points on licence, and heavy fine. His insurance company admitted liability within 5 days. We are now more than 4 years on, never reply to phone calls or emails through their website, worst company I have ever had to deal with.”
“I was frustrated by repeated setbacks and lacklustre support from other providers, but Michael and team completely changed that. They took the time to understand exactly what I needed, communicated consistently, and resolved the issue with professionalism. Their outstanding commitment really made a difference.”
“I think this company settles your claim and keeps your money for a year or two, put it in a pot with other claim payouts and use it to finance other projects, you will get no responses from this firm after they take your case, if you do you will be strung along and lied to, terrible company, and whoever supposed to be governing them should be ashamed.”
“Easily the worst company company i have come across, Had a accident and was put through to these guys via my insurance company. I have been calling them up and leaving messages for the past 6 months and have heard nothing, I was given a case handler Lady Jensen, who never seems to pick up her email (or chooses to ignore them) and have tried calling in and get promised a callback and it never happens. Am now looking at options to see if i can move insurers or log a case with the ombudsman.”
“i have been waiting on a motoring claim for over two years and have heard nothing in the last months i complained about the lack of any progress in January had two insincere phone calls promising action since then nothing i was told the person handling my case has left but he is still down as handling my case do not use this company unless you want your case to end up in room 101 they are not customer focused and as far as i can see are just a couple of telephone operators making false promises to get back to you in 7 days but 7 months later no return call.”
“SHOCKING. How they can continue operating with such appalling (non existent) customer service is beyond me. They drag things out, never respond to calls or emails and, after being told the 3rd party has admitted responsibility over two months ago they then apparently ‘accidentally’ closed the case ‘by mistake’. What kind of a tin pot company does this? I’m beginning to think that the other reviewers suggesting this outfit are claiming money and then rifling it away into their own pockets might have a point. Avoid at all costs.”
“17/01/24 it is now 12/01/25 & not had ANY updates for months from them, trying to get in touch with them by phone on automated call is shocking , I’ve read reviews & all say the same thing , this company needs to do better in all areas , 14 month & the communication from them has been an awful experience”
