CARPENTERS LIMITED

My accident occurred in November 2020, and my claim is still ongoing. While I appreciate that legal cases can take time and that solicitors often have a heavy caseload, the biggest issue throughout my experience has been the consistently poor communication and complete lack of proactive case management.

I am now on my third paralegal. On each occasion my file was transferred, I was never informed. I only discovered that my case had been passed to someone new because I chased for updates myself. That level of communication is simply not acceptable.

Getting an update is incredibly difficult. Emails often go unanswered, and I regularly have to chase just to find out what is happening. Ironically, on the rare occasions I do receive correspondence, I am pressured to respond as quickly as possible, which I always do. Unfortunately, that same urgency is never shown when responding to me.

The reason I am writing this review now is because I was recently informed that there is a court-imposed deadline affecting my case. I responded immediately and have continued to chase for updates, yet I have received no meaningful communication while that deadline is approaching. It is extremely frustrating to feel that I am the only person actively trying to move my own case forward.

I understand that delays can happen and that firms handle many cases. However, basic professionalism, communication, and keeping clients informed should be the minimum standard. After years of poor communication and feeling that my case has been left to drift, I cannot recommend this firm based on my experience.

For reference, my case number is SOU0843/08013.

I am extremely disappointed with the service I have received. Despite judgment being awarded in my favour, there has been a delay of nearly six months in receiving payment, despite admitting they have received payment!

Communication has been consistently poor. Emails are ignored, and I have repeatedly had to chase for even the most basic updates.

I have now had to formally escalate my complaint and am considering transferring my case to another firm due to the ongoing inaction.

As a self-employed individual, this delay has had a real financial impact on me, and the stress caused by both the original incident and the handling of this claim has been significant.

Based on my experience, I would not recommend this firm.

Accident on: 10/07/2024, ref: SOU0843/46227

After over 2.5 years dealing with this company following my road traffic accident, I feel compelled to share my experience.

Communication throughout my case has been extremely poor. After the initial few months, responses became very infrequent, with long periods of no updates or replies to emails and calls. On the rare occasions I did receive a response, it was usually only after escalating matters and requesting to speak with a manager, which of course I never spoke to...

There have been significant delays at every stage of the process, with little to no explanation provided. I have been waiting since the end of last year to finalise my claim and I am still yet to receive any update, and this was after waiting months and months already. I got so sick of not hearing anything, that I just wanted to finalise it and move on.

Most concerningly, I recently discovered that my file handler no longer works for the company, yet nobody informed me or provided me with details of a replacement contact. The lack of communication and customer care has been incredibly frustrating and disappointing.

Having since looked at other reviews, it is concerning to see that many clients appear to have experienced similar issues. How to company is still going is beyond me.

The fact that there doesn't seem to be any phone numbers available online for you to call, screams that they like to avoid contact with clients. Why is it they don't want to speak to us? Why is it they don't want to pay us out? It is extremely unprofessional, and I would avoid.

I sincerely hope the company improves its communication and client support moving forward.