I too have had a nightmare with Carpenters, if your insurance company directs you towards them just refuse and request that you are given a more reputable company to handle your case, they do not fulfil what they are required to do but take their fees fast enough, I agree there is obviously a lot of 'kickback' for the insurance companies from Carpenters, we currently made a complaint against them with the Ombudsman and were given compensation as they were deemed to be negligent we won quickly as they never even bothered to offer a defence. Avoid them like the plague, take money and never give any out, claim to be solicitors but check their personnel list on their website and see how many of them are (or are not not) even qualified!!