Carpenters Group

There should be a zero star option because they don't even deserve a star.
They instructed the medical doctor not to include my hip injury. I think they are fraudulent based on my experience and the experience of others here. They are intimidating me to sign and agree that I had not been injured. I think they are working for the this party because it doesn't make sense. They have refused to provide my files and refuses to loom into my injuries. They arr insisting I pay them when i have legal cover even though they told me that I am fully covered from the beginning. They are dubious and should be struck off. As soon as they realised my injuries were prolonged and more serious, they became difficult, impossible and quite frankly it felt they were working for the other party to protect their claim.

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.

Avoid like the plague!
My case was transferred from 1st central law to carpenters after they were bought out. From then I encountered nothing but stress and frustration. My case was settled but awaiting payment when I was emailed initially on 15th May to say a transfer would be happening. As I was told my case was only a few weeks away from payment, I went ahead with the transfer instead of changing solicitors. It was stated that it was to take two weeks then I would get another email to let me know when this has happened. They also stated they would provide me with new contact details for my handler who was also transferring with the merger. This never happened so I started trying to contact Carpenters one month later as I no longer had contact with my case handler to chase my case. I emailed the contact provided on the initial email that stated that it was for any questions regarding the transfer. I also emailed the general customer service address provided on their website and also filled in a contact form on the website. None of these were ever responded to. I called their general phone number and was met by an automated system that asks for a name of your handler to connect you. This system is awful and just says random names to you! If you then try to go back to the menu, it will say it'll transfer you to human. The first time I did this, I got through to someone who put me through to my handler. He confirmed that the transfer had happened but he wasn't sure what was happening with my case. Unfortunately I believed I would be able to call back on the number to get in contact with my handler again however this was the only time in 27 attempts that I managed to get through to anyone on their general enquiry phone number. It either continually rang with no one picking up or said noone was available and hung up on you. A following 2 weeks later, after trying numerous failed attempts to get in contact with anyone to get me through to my handler, I resorted to putting in a complaint to carpenters regarding the lack of contact and the difficulty of this being unacceptable. I got a response from this saying they received the complaint and would deal with it within 6 weeks. Another two weeks later, I send a chase up email as I still haven't been put in contact with my case handler. This then prompts them to copy in my case handlers email. Luckily I was able to send him a direct email and subsequently get a phone call from him to provide me with his direct phone number. From then, I was able to contact him easily and my case was settled and paid one month later.
The complaints department has responded to my complaint and have rejected it due to them saying that the contact was reasonable. This is ludicrous to me as I feel I should not have had to go to such lengths to get in contact with my case handler. My settlement was delayed beyond what it should have been due to being unable to chase my case to progress it further. I was highly stressed thinking my case was lost in the transfer due to lack of contact from carpenters since the transfer. I was unable to contact anyone for weeks but they seem this to be acceptable contact.
I would never touch carpenters ever again and am suggesting the same to anyone else. Their customer service is shocking and they believe that this is acceptable. The difference between this and 1st central law, who it was easy to call/ email and someone answered every time, is horrendous. As seen by all other reviews, they truly do not care about their customers at all. You are only money to them and this is shown by their dealing of my complaint of lack of contact. I really don't know how they are allowed to still be in business with how negative their feedback is on all platforms. Take everyone's advice and go somewhere else for legal aid!!
On one positive note, my case handler, Tim Stoddard was amazing. Whenever I actually managed to get in contact with him, he was helpful and always put my mind at ease. He has helped my case from before it was even transferred and I was relieved to know he was transferring with the company transfer. He has been nothing but apologetic for the situation and has done everything he can to chase up everything for me. He's an asset to an otherwise terrible company. Thank you Tim for all your help with my case!

The worst ever!! How have they not been shut down!! It’s a joke
4 years on and having to chase them with no reply’s or emails answered

It’s a basic claim and they will never fight your claim, they just want to make the money!! They will you off!

Take your claims back and go elsewhere. Seriously Money making gimmick unprofessional to say the least!!

Can you imagine you can’t get hold of anyone it’s ridiculous!!!!

If you do manage after months of trying they will say “we will chase it up”” that’s because they have not done or taken action in the first place. The longer it goes in they make the money

I hope they shut down!!!

It’s fraud!!!!

Save yourself the headache. I was put through to this company by my insurers following a minor collision, where I suffered a minor injury. The other driver admitted liability straight away, I had a medical report confirming my injury, this was really just an open and shut case. The incident happened in October, by November I had submitted all my losses and Carpenters confirmed they had received everything. We then got to March and I hadn't heard anything so I decided to follow up. After a month of trying to get in touch with someone via various methods (phone, email, portal), I finally heard from someone. I received an email asking if I was happy for them to submit my claim, it was now April, so that was 5 months of possessing all the information I supplied, and doing nothing with it. I begrudgingly said yes, but made it clear I wasn't happy this hadn't been done already. We received an offer from the 3rd party insurer very quickly, but I was told there were still some travel expenses to add so they would be going back to them. Toward the end of April I was informed the counter claim had been submitted and I would have a further update in 10 days, it has now been a further 6 weeks and I've heard nothing. I have spent the last 2 weeks chasing this up again to no avail. I don't know if it's incompetence, laziness, massively understaffed or all of the above, but Carpenters are truly appalling.

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 ( 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.

They were very eager at the start. Chloe Traynor dealt with my case. Then as soon as I agreed to the almost laughable compensation Chloe stopped replying to emails and disappeared. She still works there. All I want to know is when I would receive the compensation. Nothing more. Just an update. The other party admitted fault. It's been going on for over 6 months now. Oh, and don't bother trying to call. They won't answer the phones....or answer your emails.
Not sure if there is some ombudsman who we can complain to?
Everyone seems to be having big issues with these people. I actually wonder if they are a legit company.

Stay away from this company they love manipulating the fact the facts of complaints I have a lot of proof cant wait till you close down see you in court I'm not the one who's going to lose their licence And to lose a lot of money

Havnt had any contact from them in nearly two years with regards to a drink driver written my car off .
Absolutely appalling service from this company!!!
Please do not use them