Carpenters Limited

I have found my experience with Carpenters to be extremely frustrating and disappointing. My claim is now around 18 months old, and throughout the process I have experienced repeated delays, poor communication and a lack of clarity regarding what information is required and what stage the claim has reached. The most recent issue involved requests for payslips from before the accident. I explained on several occasions that I had only recently started the job and therefore did not have three months of pre-accident payslips available. Despite providing the documents that were requested from me, I found it very difficult to obtain a clear explanation of what would happen next or how my circumstances would be presented to the other side. What I found most frustrating was the lack of flexibility and the apparent unwillingness to engage with the practical reality of the situation. Rather than feeling listened to, I felt as though the same points were being repeated without addressing the questions I was actually asking. I have always remained polite and cooperative throughout the claim, but I have come away feeling that customer service and communication have been poor. After 18 months, I would have expected a far more efficient and transparent process. Based on my experience, I would not recommend Carpenters.

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.

They have done so so many awful things towards me including outright lying and attempting to get me to sign false medical reports But today they broke the law. They sent a medical document I didn't sign or give consent to send to the opposing insurers, they even put as per my instructions.... Funny that I haven't heard from them in over 4 months and I signed a form saying I needed more medical attention.

Car accident in 2023. Since then, i’ve been through 3 different solicitors, never being told when the point of contact changed, until i threatened the company with the law society. I have been given wrong information, and then conflicting information. Now in the final stages, and i can never get an update from them. At my wits end now, and beginning to wonder if they are actually working on my case at all.

No-one replies to messages Other party admitted liability almost immediately, accident occurred in June 24. Have had to chase constantly, no replies to messages, had multiple advisors, last info was the other party had 28 days to reply to court, that was 3 months ago! Who is chasing? It’s certainly not caseworker Ellie Knight!

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Donna Richards