Carpenters law doesn’t release my compensation

m17936

Dear all, 

I hope I am posting this in the right section, apologies if not. 

I am a customer of Aviva car insurance. Last November I was involved in a not at fault accident (someone smashed in the back of my car). The car was written off and Aviva referred me, without my asking for it, to their partner carpenters law. They dealt with the matter, requested a medico legal report and organised some sessions of physio therapy. Eventually the other party accepted full liability and issued a compensation of just over 1000 pounds.  Since then I have not heard from carpenters. I tried to email endless times the file handler, tried to call but lines are either permanently engaged or just disconnected, I sent messages on their platform and through their complaint email. All without success, not even an acknowledgement.  

The question is how I can force carpenters to release my compensation. 

Thanks for all the help
you can provide. It had never happened to me that a regulated law firm acted in such way. 

MorningcoffeeIV

If it's been more than 8 weeks without response, then FOS.

https://www.carpentersgroup.co.uk/regulatory-information/

DullGreyGuy

MorningcoffeeIV said:

If it's been more than 8 weeks without response, then FOS.

https://www.carpentersgroup.co.uk/regulatory-information/

Given the complaint is about a solicitors its more normal to go to the Legal Ombudsman rather than the Financial Ombudsman @MorningcoffeeIV

The OP should make sure they have correctly followed the complaints process https://www.carpentersgroup.co.uk/media/1683/complaint-procedure.pdf assuming they have then the correct ombudsman, as per the complaints process, is https://www.legalombudsman.org.uk/ 

pramsay13

Go back to Aviva and ask for an update as they are your insurers.
Make a complaint to Aviva if you don't get an answer. 

DullGreyGuy

pramsay13 said:

Go back to Aviva and ask for an update as they are your insurers.
Make a complaint to Aviva if you don't get an answer. 

Injury is an uninsured loss hence why it went to a law firm to claim from the third party insurer. Aviva will only have an interest if the solicitors were acting under the legal expenses policy but even then generally the guidance is follow the law route as a regulated professional service (unlike say a repair garage). If its not under their LE policy then Aviva have nothing to do with it.

km1500

I suppose the first thing to check is if you are a client of carpenters law or is Avis the client albeit with you providing input

 if you are not the client then you have no redress for complaint from carpenters and your complaint lies with Avis

if you are a client of carpenters then as above complaints to them first