Carpenters Resolver Limited

Resorting to this as unfortunately my emails and complaints to the claim handler and customer service team all go unanswered. The paralegal working on my case left with no communication, the one who took over has not done anything to move the claim along, it has been 6 months since any action on my claim and 2.5 years since the accident occurred. The lack of communication is their biggest downfall.

Ref: SOU0843/41694
Accident: 01/02/2024

UPDATE 26/06/2026: I have received communication from the case handler following this review; the subsequent emails remain unanswered and yet again onus is placed on the client for picking up on repeated mathematical mistakes that are presented. There has been no further communication from the customer service team despite a follow up email 2 weeks later. The 1 star rating remains unless drastic action is taken.

UPDATE 30/06/2026: After reaching out to the customer service team for the third time in as many weeks, I finally got a response where they CCd in the case worker and attached their most recent reply and told me that they are “awaiting my response” since 24/06/2026. What they did not bother to take into account was that I had replied to my case worker (on the same day and again on the following day) and am again left waiting for answers. Sadly the 1 star review due to a severe lack of communication and customer care remains.

UPDATE 08/07/2026: Caseworker has confirmed in July that my prognosis expired in March, and by proceeding to settlement I would be accepting that. In the last 4 months, there has been no professional conversation about further medical assessment; it is only because I enquired about ongoing pain that this has happened. The customer service team that they ask you to contact don’t seem to get involved either. I have asked to change my case worker due to repeated errors that they have made, and have received no communication regarding this request. 1 star rating sustained.

Absolutely awful company i was in a car crash over a year ago, with now 2 crushed discs, its not about the money. Its the lack of progress in my claim, the only time they talk to me is when I email them. They never answer the phone and either take days to respond or are on holiday. Apparently they've been waiting for my Dr's records that was 9 .months ago, so ive submitted it myself which will take 30 days. The driver accepted liability over a year ago so I really dont know why no updates, I would now like someone else to look at my case

I am extremely disappointed with Carpenters Solicitors. This is honestly the worst company I have ever dealt with.

My accident happened in November 2024, and I still have no meaningful updates on my case. My assigned case handler, Rebecca, has never contacted me directly. I have never even spoken to her, whenever I have been transferred to her it goes straight to voicemail. I have never received a proactive update, phone call, or even a simple check-in to let me know what is happening.

Whenever I call for information, I get passed from department to department with no one able to give me a clear or solid answer. It feels like no one knows what is going on, and no one takes responsibility. I’m constantly left chasing them for basic information, which should not be the client’s job.

The lack of communication is unacceptable. Being kept in the dark for months about something this important is incredibly frustrating and stressful. At this rate, I will be surprised if this claim is ever finalised.

If I could give a minus score, I would — they are that awful. I would not recommend them to anyone. I genuinely do not understand how they are still in business.

The other party accepted liability in December 2024, yet I am still no further beyond where I should be... I attended a medical assessment on 31st December 2024, no surprise the medical report was LOST and not found until JUNE when I had chased this countless times, and god knows how many hours spent on the phone getting passed from pillar to post trying to get an update. Not that it matters anyway as from what it seems this claim is no further along anyway.

This company is an absolute shambles and they should be embarrassed. AVOID AT ALL COSTS!!!!

I would be shocked if they even bother to respond to this review with a typical automatic apology message.

Your ref: SOU1253/02327

I have completely lost confidence in Carpenters Solicitors. My claims handler has ignored my emails from the very beginning and I have had virtually no communication throughout my case.

After my medical assessment in December, I heard nothing at all. I had to chase a month later, only to be told they would send my medical report through — which they did about 20 minutes later. When I read it, I was genuinely shocked. My injuries had been massively undervalued by the person who reviewed the medical report.

To put this into context, I was involved in a head-on collision at 50mph. I suffered rib and chest injuries, was covered in cuts and bruises across my body, was on morphine for weeks due to the pain, have permanent scarring on my arm and leg, and I now suffer with PTSD from the crash. Despite this, Carpenters valued my injuries at just £4,500.

I sought a second opinion from a reputable solicitor who reviewed my case fully and reviewed the same medical report and advised that even at the lower end of the scale, my injuries should be valued at at least £50,000.

I declined Carpenters’ offer and emailed explaining my reasons. I have received absolutely no response. My physiotherapy, which Carpenters arranged, ended over a month ago despite the physiotherapist stating I needed further treatment and would request it from them. Nothing has been arranged and I am left in ongoing pain.

I also called two days ago due to the lack of email responses. The person I spoke to could not update me and said a manager would call me back. That never happened.

Last week I requested a breakdown of costs to switch firms, as I no longer trust Carpenters to act in my best interests. Based on my experience, their lack of communication, follow-up, and case handling has been extremely distressing during an already traumatic time. I would not recommend this firm.

I currently have a claim going through and I’m so disappointed. I was put in touch with Carpenters via my insurance group and what started off as a pleasant, fast experience quickly turned into the opposite.
My claim is straightforward. It’s been ongoing for 8 months and I’m not even in the negotiation stage. There’s barely any communication between myself and my solicitor who I have tried to contact several times and been ignored. I’ve had a new claims handler and was never even told. I’ve tried to contact via email and the portal and I never get a response, I can’t contact my claims handler via the phone either.
If I could back out of this process now free of charge I would do and let another solicitor handle my claim as Carpenters have caused me nothing but stress.
I dread to think how much longer my “straight forward” claim will take.
Really really disappointed and I just want this claim to be over and done with.