Carpenters Group Reviews 

Sadly I have to put one star because there no option for zero or negative. My claim has been going on since December 2025. Not once have I spoken to my claims handler called Lauren Lay so I'm beginning to think this is a made up person and email. Do not use this company, absolutely shocking! I've just raised a formal complaint but I expect that will take nearly 9 months to get a reply to!!! DO NOT USE! Please don't waste your time time and use people who actually want to help you, people that you can actually talk to or get a response from. UPDATE - notice how all the responses on here from Carpenters say 'I notice you have spoken to the claim handler recently'.... no I haven't! More lies and delays

Theu are really really unhelpful and was absent from my cliam . Never returning call s avoid

My claim has been ongoing since 2022, yet there has been very little progress. Communication has been poor throughout, and despite numerous attempts to obtain updates, I am rarely given any meaningful information.

The case has been transferred between several handlers, which has led to delays and inconsistent service. I was also affected by a data breach when I received another person's contact information, which was extremely concerning.

Based on my experience, I would not recommend Carpenters. The lack of communication, delays, and poor case management have made what should already be a stressful process even more frustrating.

Improvements Made
Corrected grammar and sentence structure.
Replaced emotional wording with specific, credible examples.
Highlighted key issues: delays, poor communication, case handling, and the data breach.
Increased the professional tone, making the complaint more impactful and persuasive.

I found Bobby Jo to be very caring and committed to doing a good job. She explained the various issues very well. There were times when the process dragged but we got there in the end. I would recommend Carpenters as I feel that they are a trustworthy and genuine company.

For the first 3 years 8 months the service was deplorable. Emails were never answered. I was messaging one guy who never answered until l asked whether he still worked there only to receive a message that he had gone!! Its been a frustrating and very stressful time. However Lorraine Byrne took over and within a month all seems to be settled.

⭐️⭐️⭐️⭐️⭐️ Outstanding service from Yvonne Stoll.
I cannot recommend Yvonne Stoll highly enough. Once we had Yvonne start to deal with our case, she has dealt with my son’s non-fault car accident claim and has been absolutely excellent from start to finish.

The whole situation has been incredibly stressful, but Yvonne has been professional, knowledgeable, compassionate and extremely supportive throughout. She has always kept us informed, explained everything clearly and made sure we understood what was happening at every stage.

I am also very glad that the insurance company uses Carpenter Solicitors, and I am so pleased that they did. It gave us confidence that my son’s claim was being handled by such a professional and capable team.

What really stood out to me was how genuinely Yvonne cared about helping my son. She went above and beyond to make what has been a difficult experience as straightforward as possible, and we always felt that he was in safe and capable hands.

Yvonne is a credit to the company, and we are so grateful for all the hard work, patience and care she has shown. If you are unfortunate enough to find yourself needing help following a car accident, I would wholeheartedly recommend Yvonne. Five stars without hesitation!

I was hit by a bus whilst I was stationary. (2022)
Due to what I believe was mismanagement of my case I was almost given a custodial sentence and a £10000 fine.
I also had a second accident also handled by carpenters and low and behold I was also threatened with another custodial sentence and £10000 fine.
Even though both parties accepted liability for the accidents immediately, carpenters took almost 4 years to complete the cases and I received less than £2000 in compensation.
My Barrister, yes barrister was livid with the solicitors for the lousy case that had been prepared by carpenters and did I mention that we had to throw the medical reports in the bin because the doctor carpenters used didn't do his job properly.
The case handler I had wouldn't listen to anything I had to say, wasn't helpful and frankly made me feel like she was working for or with the opposing side.
The whole situation was so traumatising I also gave up driving.
Worst experience of my life.
I my opinion if carpenters are representing you, you've already lost. Don't put yourself through the stress.

These people dont know how to communicate! they dealing with my case and are useless! the avoid messages on the ap and email and when you write a review they are quick to assist and when you email them they do nothing! Useless, either taking on to many claims and not enough support or just plain greedy! no quality here so dont expect to be kept in the loop even after liability admitted by other party 8 months ago. still nothing is done, dan Heath and co well done for ignoring all my message - UPDATE, they have sent me an email which I replied to and SAME TREND! NO RESONSE AGAIN!!!!!!!! Absolutely useless at communications

Had someone reply to my review the other day saying someone/my case handler will be in contact with me.

No contact yet, have requested for a different case handler but for some reason it hasn’t been handed over to someone else.

Not wanting to have to leave bad reviews because there’s no other way to contact someone, but it seems to be the only way for something to actually happen!

The entire process has been easy and quick 9months start to finish. Ryan McIntyre handled my claim he done his job well got a really good settlement more than i expected he kept me updated throughout. Easy to contact if I had any questions. Thanks Ryan

Very helpful staff, especially Simone Stewart, who was great on keeping me updated and informed during the difficult time.

If I could leave ZERO stars I would. From the start of my claim I have had problems. I have had to chase up carpenters the whole way to proceed with my claim. I accepted an offer and have been waiting for payment for nearly 8 weeks. I have been told the whole time that it’s still within the timeframe and the insurer has not made payment I got frustrated and made a complaint to direct line who have now made me aware they did not make the offer accepted and the have it in writing however they cannot disclose more information to me. The case handler has been avoiding accountability as clearly she has been aware of the mistake since the 15th as this is when direct line has sent an email stating they did not make the said offer. I have been lied to this is a breach. I have already raised a complaint about the incompetence of the firm. I am going to the ombudsman and the solicitor regulation authority. How long would they string me along for if I didn’t contact direct line directly. I am furious. Months of incompetence and now straight up lies. They even went as far as to tell me they have been on hold for 45 minutes and cannot get through and raised it as urgent to direct line. It’s audacious. They even claimed to have asked for same day payment. A payment for an offer that wasn’t made? SOU1157/41594

I am extremely disappointed with the level of communication I have received regarding my injury claim.

Chris Carr is the legal advisor dealing with my claim, but I have not spoken to him once. I have tried to make contact on numerous occasions and have received no update or direct communication regarding the progress of my claim.

This morning alone, I phoned eight times. On each occasion, I waited approximately 30 minutes before the call was disconnected. On my final call, the operator was very helpful and made three attempts to contact Chris Carr on my behalf. I was told that he was available, but despite this, he did not answer the calls.

I find this level of communication extremely unacceptable, particularly when dealing with an injury claim where regular updates and contact with your legal representative are important.

Overall, I am very disappointed with the company’s communication and the lack of contact from the person responsible for my case. I would expect much better communication and customer service from a legal firm handling such an important matter.

I hope this issue is addressed promptly and that I receive a clear update and direct contact from the person dealing with my claim.

Sian Weston represented me in a serious injury claim and she has been proficient to say the least. I appreciated her timely and clear communications. Sian adopted my claim after my original solicitor left the company and Sian wasted no time in ensuring detail and swiftness.

I am still awaiting for my child's claim to be completed which is being handled by a different solicitor.

I had a great experience with Carpenters Group. I received excellent customer service throughout. Alivia provided me with regular updates and offered her expert opinion during my claim. I would highly recommend Carpenters Group.

I really would not recommend Carpenters based on my experience.

My accident was on 14 August 2024 and I am still dealing with this claim nearly 2 years later. The whole thing has been so stressful and frustrating.

I have had to constantly chase for updates and I just don't feel like my claim has been dealt with properly or with any urgency. Communication has been poor and there have been long periods where I have heard very little, leaving me having to keep contacting them to find out what is happening.

I understand that claims can take time, but nearly 2 years is just ridiculous. You expect a company dealing with something like this to support you, keep you updated and actually move things forward. Instead, I feel like I have been left to keep chasing and fighting to get answers.

I have now had to make a formal complaint because I am so unhappy with how this has been handled.

This whole experience has caused me a lot of unnecessary stress and I honestly just want the matter resolved. I would not use Carpenters again and, based on my experience, I would think very carefully before using them.

I had the most awful car accident and had no idea where to even begin with my injury claim. Sabrina was so helpful and friendly and advised me every step of the way. She kept me updated throughout the whole claim. When I told her I was unable to drive due to my mental state after the crash she made sure I got the right psychological help along with organising physio appts to get me back to my normal self. I can’t thank her enough and would definitely recommend her and carpenters to anyone who has been unfortunate enough to be in the same situation as me.

Mr Mc Cathy was very helpful and kept me informed throughout the whole experience would highly recommend

My claim was dealt with by Loughran McCarthy who provided me with clear and timeous updates throughout. Very happy with the service I have received.

Eventually a good outcome