Carpenters Group Reviews 5,865

Outstanding service from Cerys at Carpenters. We had been stuck in a stressful dispute for over two years, and she navigated it with incredible skill to finally help us reach a settlement. She was professional, proactive, and couldn't have been more helpful throughout the entire process. Highly recommended!

Very disappointing experience dealing with Carpenters. My road traffic accident was in October 2024 and the other party accepted full liability immediately, so I expected the claim to be handled efficiently. Unfortunately, communication throughout the claim has been extremely poor, with long periods of no updates unless I repeatedly chased them myself.

I was assigned a case handler who explained they used an online portal, which initially sounded positive, however they rarely appeared to check or use it properly as messages and correspondence went unanswered for months. I was repeatedly asked for the same information and documents over and over again, including requests for evidence that simply did not exist.

The handling of my claim has been particularly frustrating. I was given incorrect advice regarding attending an appointment, which resulted in me losing income. I was initially told this loss could be claimed back, only to later be told it could not. There were repeated mistakes and inconsistent advice throughout the process.

Despite the claim being ready to submit to the other party for over a year, they still have not submitted it despite my repeated chasing. They changed my case handler during the process, but nothing improved.

I have made numerous formal complaints which were either ignored or not properly addressed, with factual evidence overlooked. Due to the ongoing delays and poor handling of the matter, the Legal Ombudsman is now investigating my complaint and I am in the process of instructing alternative solicitors regarding the losses and issues caused by their handling of my claim.

Overall, the process caused unnecessary stress, delay and frustration at a time when I was already dealing with injuries from a road traffic accident. Based on my experience, I would not recommend them.

No contact at all from start of claim and been a year still nothing

Carpenters solicitors never get back to countless emails and it has been now 5 years in pain. I have had no communication hardly ever. I call every day the call can last 2 hours then goes to voicemail. I am so disappointed. I am in agony every night. Carpenters please please get back to me. You have everything you require so I do not understand the hold up
SOU1177/01135

Regarding my claim - SOU0234/11965

I am still, 3 years and 3 months later, waiting on a simple car claim where someone drove into me. The communication is dreadful and practically non-existent unless they have something to say. In all this time, I've not spoken over the phone to a single person. Things are cancelled, pushed back and the final result is always the same.... nothing happens! This is utterly insane. 3 years and 3 months and it is STILL ongoing. Not to mention the handlers like to insult you and demean you when you tell them the impact it has on your mental health, despite the fact the medical report from THEIR medical professional states the same. Time for another report to the Legal Ombudsman. Why any insurance company uses these as a solicitors is absolutely insane.

Good communication throughout the process from Chloe Hellon at Carpenters and a great result on our claim getting all our costs refunded from the other party. Many thanks

Despite this being a long process since my accident Carpenters continued to keep me informed and answered my questions and queries thoroughly and quickly via email or phone. I appreciate all the effort Hannah has taken to ensure the case outcome was a positive one. Very happy with her help and professionalism.

Zoe kept me up to date with everything along the way, and the outcome was better than expected. Would recommend zoe and carpenters as a whole,

Thanks again

Started the claim in December after being involved in a no fault car accident where the driver failed to stop.

I have received nothing but poor communication, I have had to chase up for updates on the claim to be mis informed. My 2nd offer was rejected on my behalf (I understand why so I have no issue here) but I wasn't made aware of this in fact I was told no 2nd offer had been made yet.

I queried if there would be any deductions of my claim amount - I was told no - but my physio costs have been deducted from myself not the at fault person.

My loss of earning evidence was submitted - on the 1st offer the insurance never included this and advised they needed more evidence, I rang up to query this to be told it wasn't needed, now on my third offer it has still not been included and they were still asking for more evidence.

I raised a complaint, advised i want to be compensated as the mis information has resulted in my loss of earnings not being accounted for, to be told this has been rejected and if i'm not happy with this outcome I have to raise it with the FOS. I asked for a counter offer to be submitted of a lower amount to avoid court waiting times with my further evidence of loss of earnings being finally sent over. This was the 23/4/26 i was told 10 working days for response, I was then told on the 7/5/26 they could reply within 2 weeks, if they don't they will issue court proceedings.

I responded back to this to advise i was told 10 working days, and i don't want them to issue any court proceedings without my say so. To no surprise it has been 4 weeks since this offer, 2 weeks since i sent the email and have still has no response.

You are just left in the dark with no communication, it feels leaving this review will be the only way to get some acknowledgment.

it was a poor service to start with almost no communication, Since Juliet took on the case it has been very good \I feel she keeps informed and advices well and I feel like she was interested in me.

I have been dealing with Carpenters and Ian Anderson for over 2 and a half years.. The experience has been great and the outcome was excellent.

During my time in dealing with Carpenters all of the people and organisations that I have been put in touch with from DR's, physio's and therapists have all been absolutely fantastic!!

Ian has been in regular contact with me over the time with some top notch help and advice!!

I cannot reccommend them highly enough.

Alivia was helpful and very informative throughout the process. Quick to respond back to any queries. My experience with Carpenters has been stress free and smooth.

I received a great service from a bad experience

If I could give a minus I would

I have complained before and they assured me that they would deal with my concerns

I followed the complaint process and now hear I am one year on and still NO further forward

I am absolutely disgusted
They never contact me

It’s always me calling them
No one ever answered so I leave a message they never get back so call again

It’s absolutely appalling that they would treat anyone the way they have me in the last 36 months
I’m 73 lingered on my own and this disgraceful behaviour is causing me great stress and I am suicidal with their actions
I am now on medication

I just have no faith in them

Please stay away from this company in my opinion they are useless

Hi
My name is Harun I would like to say thank you lots lots and lots to NICOLE DODD since from she take my file, she did absolutely amazing work care honesty loyalty responsibility trust everything she did, I’m really proud to NICOLE DODD take my file and worked on till finished,

I would like to best wishes for you NICOLE for your time and care have a great wonderful future of your life god bless you 🙏🙏🙏💐💐💐💐💐💐💐💐⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️⭐️

I have to say when Lauryn Burnett took over my account she was fantastic. She kept me up to date, updated the online portal and made everything so much less stressful even when the other person wouldn’t take responsibility even though I was stationary and he came into me. Anyway Lauryn stuck with it and did everything and got the result we both were happy with. If you have to make a personal claim and you get Lauryn dealing with your case you are in very good hands. I appreciate all her help and support.

Claim has been ongoing now for 5 years. The solicitor could not care less. What is more concerning after working in marketing is that I am certain the 5 star reviews are fake. This company needs to be seriously investigated.

After being rear ended by a car whilst waiting at a roundabout on my motorcycle in August '23, my insurer instructed Carpenters to act for me. I was contacted promptly and after my first case handler went on maternity leave was assigned Helen Sutton.
Helen is a professional, knowledgeable and friendly person, she always answered my emails and telephone calls quickly and gave me excellent advice.
Even though the driver was prosecuted for careless driving and I had full liability, his insurance company were obstructive and combative, Helen worked hard to achieve the best outcome and solution I was happy with, advising me every step of the way of what options we had and where we could go next, eventually managing to more than double the compensation for my injuries and losses from the first offer.
Overall I am very happy with the service form Carpenters and Helen, I felt they had my best interests at heart.

They was defending me on behalf of a road incident, an employee named Nikki was managing my case, I was given nothing but amazing customer service she was extremely polite and professional, I’m very grateful with the service I received