Carpenters Group Reviews 

They were instructed to manage my car accident back in 2023. To date I am still waiting. The file handler ignores emails, requests to have your file handlers changed are ignored and impossible to speak with a human!!! Poor service. Poor communication. When I made a complaint they dismissed the complaint. Not a company I would recommend

Chris Carr was absolutely brilliant handling our claim. Communication was brilliant, responded accordingly and swiftly and talked me through the whole process with ease. Can’t recommend carpenters enough and especially Chris Carr.

Poor customer service, very poor communication, would highly recommend you go some were else, look at there reviews on Facebook

I would strongly advise anyone considering Carpenters to think carefully before instructing them. My experience has been extremely poor and communication has been terrible, repeated delays.
They apparently had issues with the portal which meant my counter offer which was signed on the 5th April was not sent to the third party (regardless of me chasing). I was then informed they gave the third party an extension and that deadline was the 3rd July. I have since chased AGAIN, but still no response. I have submitted a claim with them but from their response I genuinely don’t think they care about poor service and looking at the other reviews it going to show service is not their top priority. The fact that I have had to follow up even their complaints process speaks volumes.
This has been a recurring issue throughout my claim. Emails have gone unanswered, updates have only been provided after persistent chasing, and I have been left feeling that if I hadn't continually contacted them, my case would simply have been left without any communication.
Overall, I have found the service unprofessional, frustrating, and well below the standard I expected from a firm of solicitors. I have submitted a formal complaint to the ombudsman.

Ryan was completely professional and kept me up to do with every step. He answered any questions I had promptly.

SOU0924/00432
over 4 years since the car accident when some one drove in to me in a que of traffic she didn't slow down for the que as didn't see it pushing me in to the next car and them in to the next.
I have a hip and back injury now taking 7 different prescriptions seeing the Pain management clinic to help me live with the pain and still cant get any where with this company wont reply then when they finally do they clearly haven't done anything offered me a couple of thousand pounds for my back injury .... but my main injury is my hip this is what took the shock during the accident as my foot was on the brake the reply was "we didn't realize you also had a hip injury??? what are you claiming for then. it took them over a year to get in touch with the person who crashed in to me insurance company, 7 months ago sent me to see a specialist but forgot to send them an updated copy of my medical records and expect me to pay for the appointment, despite emails from myself I seem to be getting ignored now absolute disgraces of a company

I have just had my claim settled through Carpenters after about 2 years of hassle and at times very little contact ,updates or support,But a short while ago my claim was put in the care of an amazing young lady Ellie McLauchlan , From day one after she was assigned to my claim , everything started moving at a great pace ,She would contact me either by phone or email to keep me constantly updated to any progress or delay to my claim,All I can say & I mean this sincerely,if you've a claim that's being handled by the Carpenters Group,You can thank your lucky stars if you see your claim handler has the name Ellie McLauchlan.Thank you so much Ellie,your A Diamond.

My claim has been ongoing since January 2025. Delay after delay after delay. First of all the medical was not correctly booked, had to chase this up for it to be sorted. My medical is done, report done and agreed now onto negotiations. NOPE. An error in the medical report meaning it needs to be amended, further delays. This was only spotted because i chased up the negotiations as it had been 6 months and not a single settlement number given. Had my first offer through 12/06, declined and advised to go back with a counter offer, told negotiations will need to be closed by 28th July. Still not had the 2nd offer through yet, chased it up 3 times since 26/06 through the messaging portal and still not had a response. This is the same service i have been receiving from day 1. Please sort it out before i go to a legal ombudsmen. Case reference SOU1178/05799.

What is up with these claims. My accident was in January 2025 and I’m still having to chase it up constantly with no signs of an outcome. My wife who was in the car with me had hers settled months ago.
I never get any response from my case handler and when I call all I get is “we’re waiting for the medical expert to reply, we’ll chase it up” Why is it taking so long???
This is the most stressful experience in my life which is affecting my life and no I’m on sleeping tablets as a result.
I just want to get a results. This whole claim is being delayed by the medical expert. Once they do respond the claim can go ahead. Why doesn’t anyone want to get it sorted! This is diabolical
Kind regards
Tristan Luker

After taking some clear and solid advice, Abby was able to take on our case in what was a professional and caring way

I was kept informed as matters progressed, and her advice was never questioned by me, so thank you for your help

Fully recommend

Appalling company to deal with. After making a formal complaint over a year without any response to my emails, calls etc. I received a detailed apologetic email listing remedial action.

7 months later. Still not heard a thing from them. Those also enduring this, please note, you CAN change claims handling company at ANY time.

Maybe, and here's a suggestion - choose one that picks up the phone, answers emails, or, dare I say, progresses your case? :)

AVOID!! Never call back or answer. It's been over a year since my accident and they havent had my details down correctly. My partner was in the same vehicle and had his payout but I haven't. Everytime I call they respond with "we are completing the paperwork.' The last few times I called i was have been informed that I was not down as the policy holder! Shocking service, and no response so this can be escalated

I have a new claim, have messaged my claims handler james parkin last week about a question I have but no response

Chloe was really helpful. She settled my claim quickly. Couldn’t recommend her enough. She made it clear throughout the progression of the claim what was happening. I’m glad she was my claims handler, thanks Chloe.

Ver bad my claim still active after 5 years they do noting
The name of my claim handler is sandia!!!!! She does noting
Not helpful

I cannot thank Carpenters Law enough for the outstanding service I received throughout my case. From start to finish, Mike was professional, approachable and incredibly supportive. He kept me informed every step of the way, explained everything clearly and was always happy to answer any questions I had.

What I appreciated most was that I never felt pressured into making a decision. Mike respected my wishes, provided honest advice and kept me updated throughout the process. Thanks to his hard work and guidance, the claimant ultimately discontinued their claim, which was a huge relief.

I am so grateful for all of the time, effort and professionalism shown throughout my case. I wouldn’t hesitate to recommend Carpenters Law to anyone who needs legal assistance. Thank you again, Mike, for everything.

All good! Amanda was so helpful at all times

This company is a joke; I do not recommend them and warn you against working with them. Communication is impossible—they neither answer the phone nor reply to emails for months on end. After a car accident, I am walking with crutches and awaiting spinal surgery as a result of the crash. The at-fault driver's insurance company initially offered £4,000. Carpenters told me to reject that offer and negotiated a new, fantastic one... brace yourself for this... £500... after two years of negotiations.

Jason Houghton at Carpenters Law has been nothing sort of amazing throughout my entire car accident journey. Having things explained to me in a way that treats you like a customer and not a number was amazing and helped greatly. I would recommend Carpenters law and Jason to anyone who asked.