Carpentersgroup Reviews 13

Absolutely disgraceful and I would advise anyone to look elsewhere.

My case had been passed between approximately six different case handlers over the past 3 and a half years, resulting in a total lack of continuity and understanding. 

Communication was consistently poor throughout. Emails often went unanswered, trying to make contact through their online portal was impossible as it was ineffective,  and there have been extended periods—sometimes close to a year—where I received no updates or response whatsoever.
My medical records were lost and had to be obtained again over 2 years later causing unnecessary delay and concern yet no one responded to my concerns and I had to personally prompt action close to the three-year limitation deadline to ensure proceedings were issued in time.

At one point I was blamed for not having the therapy advised by one of the doctors I saw when in fact, it was the previous case handler who told me I couldn't have it until funding was secured from the other party so I should wait till I was instructed.
There was a constant lack of continuity between case handlers with inconsistent advice and limited awareness of previous discussions or actions taken on my case. 

Recently,  I was advised that my case was valued at a certain figure.  Then another new case handler informs me that the claim was no longer viable, without a clear or satisfactory explanation for this significant change in position.

I was given a couple of hours to consider and accept a discontinuance agreement from the other party which was unreasonable and did not allow me the opportunity to seek independent advice.
When questioned, it appears my case handler had the offer before she went on a 2 week holiday but didn't send it to me until her return.

I do not consider that appropriate steps were taken to properly investigate my claim or obtain expert medical evidence before recommending that I discontinue it.
I have also been left considerably out of pocket. 

Overall, they have just been awful from start to finish.

Be warned!

AVOID. Absolutely awful. No communication. Emails go unanswered. Phone calls not answered or returned. Unfortunately used by insurance companies. Have raised a complaint but no outcome as yet and sadly not expecting things to change. Expect if insurance companies didn’t use them they’d soon go out of business with such poor standards. Will be reporting them to the ombudsman and further if I can. Appalling.

I would never choose this company but sadly my insurance transferred my case to them. It is the one of the most disrespectful and useless company. My case handler Adaku Ofoegbu even not replying on my email for more than a month now ,not replying on calls. I strongly believe nothing going to happen with my case and gonna be the same as few reviews before me. So please save up time for yourself and if you can stay away from them. Of course they gonna shortly reply with a nice reply and continue doing nothing. Shame on you! If you cannot handle it why you starting it at all?!

I was involved in an incident in 2021, I am STILL waiting for my claim. I have had no correspondence. I’ve emailed multiple times and I have to wait months between emails. I even called the office today for an update and the lady I spoke to said my claim handler was busy, she couldn’t tell me anything because she knew nothing of my normal claim handlers work load and didn’t work on cases like mine. It was a complete waste of time.
I’ve gone out of my way to go to multiple doctors appointments and assessment in order to try and get this sorted but they are taking forever. This is beyond a joke. Considering the amount of commission they want to take from my claim, if it ever actually goes through.

I have sent numerous emails to the address given, i received no acknowledgment. The communication from this company is disgusting. And the amount that you want to take from my claim is appalling considering the service provided.

Bunch of scammers avoid at all costs. My claim with my insurance company was settled months ago, and yet Carpenters have not responded to any of my messages and have delayed things at their end.

I rarely write reviews, but my experience with Carpenters Group has been deeply disappointing.

After months of unanswered calls and emails about my claim, I raised a formal complaint in early September 2025. On 16 September, the firm upheld my complaint in part, admitting communication failures and promising “a markedly improved level of service.”

Sadly, nothing changed. Despite doing everything asked of me — including signing and returning court papers on 22 September — I received no acknowledgment, no updates, and no progress. My case handler then went on leave for two weeks without notice or cover.

Even after I chased repeatedly and escalated again, the only reply I received was the same complaint letter I’d already been sent weeks earlier. Calls still went unanswered. Emails still ignored.

This entire process has been draining and distressing. When a company admits failings, the least you expect is improvement — not to be left chasing at 2 a.m. for basic communication.

Summary:
• Complaint upheld on 16 Sept 2025
• Signed court papers returned 22 Sept 2025 — no confirmation
• Continued silence and delay
• Case handler absent, no continuity
• Still waiting for meaningful progress

I hope Carpenters Group take this seriously. No client should have to document and escalate for weeks just to be treated with basic respect and transparency.

As of writing this, my case handler is on leave again!

Absolutely HORRIBLE. I did a claim with them and they ended up failing me horribly and I’ve had to end up paying them over £1000 due to their lack of communication and negligence. Please AVOID these solicitors at all costs they will fail you so badly

Useless company they sent me a text saying I need to send back my medical report .email them to tell them I haven’t got it 4 email later still not got back to me and no one picked the phone up and when they do iam put on hold for 38 mins useless company if I didn’t have to use them I would not

Someone tried to call me Friday I'm not sure if it was carpenters but I am unable to answer when I am in work I thought that's why we have a portal to leave messages. Yet still not of my messages have ever been viewed??? What is going on??? I think I have been completely ignored and forgotten about and I still have a claim handler that has never spoke to me or even been in the office since the day my claim opened.. for anyone reading this if I was you I'd pick another company to use unless you want your only communication to be via trust pilot.

CAN SOMEONE PLEASE LOOK AT MY MESSAGES SPANNING THE LAST 2 MONTHS AND ACTUALLY ACKNOWLEDGE THEM AND SEND ME A REPLY? SOU1256/00048

deliberately delaying my claim by refusing to answer my emails
had accident June 2023. absolutely appalling services.
emails to ceo.
Two complaints to legal ombudsman both which they agreeded with complaint and now about to start third
case handler does not respond to emails.
customer service sent threatening bullying email and not heard from anyone since.

My daughter and I were involved in a car accident last November 2023, I hasten to add this was not our fault, a young driver pulled out onto the main road and hit our new car.


I have to say I have been in correspondence with this company in which half the time they don’t reply. I can’t believe this claim is taking this long to resolve by this company.

I emailed the lady dealing with our claims on the 13/10/2024 asking what is going on with these 2 claims. Unfortunately there has been no reply which is rather annoying as it not professional to not respond to their clients.

I am rather astonished at how this company are not in regular contact to resolve these claims.

I would really appreciate some kind of closure regarding our claims, as it is taking far too long.

All paperwork requested in paper form as my mother isn’t good with technology yet all paperwork comes via email/DocuSign. Thankfully she has children to help her out with it. Then once all documents have been sent there is no correspondence for months. An email is then sent to them and still no reply almost 2 weeks later. You could be on hold for up to 1 hour before the phone is even answered. DO NOT use this company!

This company is a disaster!!!
After sending in my loss of earnings and my wife's loss of earnings and all the other documents today I had email stating they have lost them and the person that was dealing with my claim has left the company!! Now they want me to resend it all for an accident that happened in June