Carpenters Group Reviews 

Very good service at the outset immediately following the collision in September 2023 where I was knocked off my road bike by a car user.
They were a few issues with Doctors Chambers early on, especially with mix ups over appointments and duplicated correspondence.
Things then got on track again but then after mid July 2025 there appear to be some drift in dealing with the case.
However since Nikki Naylor took over in late 2025, things started to get moving again and I felt put in the picture more, and certainly in the last 3 months leading up to the settlement Part 36 Offer there has been regular, clear and concise engagement to then reach a speedy conclusion.

My experience was great. Emma Moore took over my non fault car accident case. She was so reassuring and supportive. She worked hard to chase everything up. I’m so grateful to Emma for taking off the stress of the claim. Thank you Emma, you’ve been fantastic.

Bethany Cronin was incredible when she took on our case. Previously, it had been passed around to over 5 different people and not much happened. However, When Bethany got the case, she made things actually happen and was helpfuk, professional and accessible. Would highly recommend using Bethany Cronin again.

Great service, fast and responsive. Hassle free.

I was knocked off my motorbike in a hit and run. No time was wasted in me recieving my claim, James Bowes who handled my case was very professional, although communications with the MIB can be quite slow and stressful at times, James was always on the ball and the only time I was waiting was waiting to hear back from thd MIB. My claim was settled fairly.

Carpenters were appointed by Quote Me Happy (Aviva)to recover my uninsured losses after I was hit by a drunk driver in October 2020. To say that Carpenters have been awful would be an understatement. I have had numerous handlers for my case. The last update I had was August 2025 when they confirmed they had made an error regarding my medical evidence. I have raised two complaints, both of which have produced a letter of apology and an offer of £75 compensation!!! In desperation I have recently contacted the Courts regarding my case, and it seems that I was out of time to bring my claim in October 2025. I have raised a further complaint with Carpenters Group to try and get a response from someone. To date I have just had the usual complaint acknowledgement. I have submitted a Subject Access Request, which has not been complied with. I am now seeking legal advice to bring a lost opportunity claim against Carpenters Group. I will also be reporting the matter to the Solicitors Regulation Authority, Legal Ombudsman and Information Commissioner's Office. I have also complained to Quote Me Happy as the legal expenses policy they sold me is not fit for purpose. I will be contacting the Financial Conduct Authority regarding this. This matter has caused me six years of hell. My metal health has deteriorated due to the incompetence of Carpenters. At a time of needing help, I have been ignored and given no help at a very stressful time. I will also be contacting the press regarding the practices of Carpenters Group as from the research which I have done I am most definitely not alone. Do not use Carpenters Group.

I knew like most people that after my accident the process of making a claim for my injuries wouldn’t be easy. Especially when my injuries were numerous.
Hastings direct put me in touch with Carpenters group and my advisor James Bowes.
I can not tell you how happy I am with the outcome. James was very professional and courteous at all times. I was hoping to avoid this going to court and thankfully it never came to that.
Once again thanks James for all your work and help.
Shane.

Awful service, awful communication- wouldn't recommend at all. If I could leave zero stars i would.

They've been handling a claim on behalf of my mum, who passed away 3 years ago, and they still cant get back to me within a decent time frame. Instead I am expected to waste my time sat on hold and sending repeated emails without any acknowledgement

I know they wont even bother to respond to this review either.

This company is ridiculous- if youre recommended to use them, dont, just avoid them at all costs

Please if you have a car accident and your insurance company says they are going to use this company. Tell them No way.
I had my accident claim in 2024 and it’s still not resolved and trying to get hold of this firm is like winning the lotto, never going to happen. Seems Esure and Carpenters are well matched for being almost useless. Makes me wonder if they are run by the same umbrella companies.

But rant over please don’t use these people they are simply no good.

Carpenters Ref. SOU0895/40068. Already sent Email to your email. And no reply.

Mark R

I emailed Carpenters four times over four different months and did not get a reply. Upon making an official complaint regarding lack of communication, I then got a response which said they partially upheld complaint (partially I believe since I did get some communication, after my complaint). Since the case was still open after one year, I then made a separate complaint relating to that, they replied I was making a duplicate complaint referring to the same matter. When I pointed out it was a separate matter regarding lack of progress and delay, they accepted that and acknowledged there had been periods of inactivity on my case and upheld the delays complaint. They have assured me that between the legal team and complaints them, I should see a 'marked improved level of service'.

2 years on and my daughter's claim (non fault) is still not settled. Waiting for injury compensation which they said would take 4 - 6 weeks (from May 2026). Constant ignored emails. This was a very straightforward claim. Very poor service.

UPDATE: this email address below (after emailing them) have emailed my daughter and copied in the claim handler. Brilliant... this is the person that is ignoring all the emails and yes no surprise still no reply from the claim handler.

2nd UPDATE...Still no response. Please can I have the details to log a FORMAL COMPLAINT?

Carpenters solicitors were very true to there word kept me up to date with my claim made everything easy for me and very professional I would recommend to anyone you won’t be disappointed by there articulate and professional advice and help

Just had confirmation that a settlement has been agreed for my PI claim following an RTC in 2022. Zoe Platt-Scarce has been fantastic at keeping me updated and informed since taking over my case. Great service throughout – thank you, Zoe!

Very professional, always quick to respond and explain anything that I didn't understand
Always have clients best interests at heart
Great company

Great communication, very friendly, helpful and knowledgeable solicitors.

My reason for the review is solely based on one member of staff. If my review was based on just this staff member then it would be 6/5 stars. If my review was based on the company as a whole they’d receive 0. If I am able to I’d like to name her as she deserves the acknowledgment for all of her hard work in resolving my case after a long 15 months. I was passed from pillar to post. Sent offers that were someone else’s and other peoples private information. Major breach of confidentiality. I had 4 different members of staff assigned to my case. I also received the wrong medical report that was inaccurate alongside the wrong advice on what to do with it as I didn’t understand the paperwork I needed to complete. Heather McNeil took over my case after the horrendous time I had with carpenters and she has been incredible. Very thorough, communicated everything to me and updated me with anything she had from the third party etc. I cannot praise her enough for her hard work. If it wasn’t for Heather I would have taken my own action against this company and gone elsewhere for my claim to be resolved. As a whole I would not recommend carpenters they are unorganised and very unhelpful and your information will be leaked to other clients. Heather herself is incredible but unfortunately it does take more than one person to make a business work and this business sadly just doesn’t operate well. Once again thank you Heather it has been a pleasure and good luck in the future.

I’m not usually one for writing reviews, but on this occasion I felt I absolutely had to share my experience of Carpenters Solicitors, Peter Parsonage & Bobby Jo Doherty, who have been nothing short of exceptional.

I was involved in a serious road traffic accident in February 2024, in which my car was written off & has left me dealing with a number of challenging health conditions. My car insurers referred my case to Carpenters & I was assigned Peter Parsonage from the Serious Injury Department, along with his legal assistant Bobby Jo Doherty. Right from the start they hit the ground running. They handled my case professionally while also showing genuine kindness, empathy & understanding towards both me & my family.

Although the third party insurers were fully liable, despite this, they dragged out things & my case continued for 2 & half years. During this entire time, I never once doubted Peter & Bobby’s dedication, commitment or determination to fight my case. They responded promptly to all my emails & kept me regularly updated through emails, phone calls & video conferences calls. I never felt forgotten or left wondering what was happening with my case. They referred me to the appropriate support & professionals I needed while working diligently to resolve my case.

This was my first experience of being involved in a serious accident & having to go through the legal process. I had no clue what to expect or what I needed to do. They guided me through every stage, explained things clearly & made what was already an incredibly traumatic & stressful period of my life so much easier. They understood that behind a lengthy legal claim was a real person trying to recover physically & mentally while dealing with the enormous stress that comes with a serious injury claim. They took so much of that burden away from me & did the heavy lifting & fought tirelessly on my behalf. I’m very satisfied with the settlement & outcome they achieved for me. I’m also grateful that my insurance company referred me to Carpenters & even more grateful that my case was placed in the hands of Peter & Bobby.

If you ever found yourself in an unfortunate situation like a car accident & your insurance appoints Capenters. I can only hope you are fortunate enough to have Peter Parsonage & Bobby Jo Doherty handle your case. Their communication is outstanding! Their commitment is unwavering & getting you the best possible outcome is clearly their priority. They take care of the legal burden & fight your corner while also supporting you through what is an incredibly stressful & difficult period of your life. I truly believe Peter & Bobby are a real credit to Carpenters. I cannot recommend them highly enough to anyone looking for incredible solicitors who are professional, understanding, kind & extremely effective.

And if Peter & Bobby ever happen to read this review one day, please know that I will never forget the kindness & support you gave me & my family & how tirelessly you fought on my behalf & for that i’m forever grateful. I would also like to give a very special thank you to Sara Sutherland, the barrister involved in my case, who was also very instrumental in my case & also helped me get a fair settlement. Thank you Peter, Bobby & Sara for everything you did for me & my family & for the exceptional service you provided.

I am deeply disappointed and frustrated by the appalling service provided by Carpenters Group (Ref: 300-12-712354).

I completed and submitted their Claim Questionnaire on 1st July 2026 for a simple property damage claim (£450.00). For over 5 weeks, my file was completely ignored without any updates or action despite the few reminders.

Leaving a client's file completely inactive for over a month is unacceptable for a regulated law firm. I have formally lodged an Official Complaint regarding their unreasonable delay and lack of communication, giving them a strict deadline to respond before escalating to the Legal Ombudsman and the Solicitors Regulation Authority (SRA).

Extremely unprofessional administration, zero proactive support, and a complete waste of time. I would advise anyone to avoid using Carpenters Group for legal representation.

t should not take a 1-star public Trustpilot review to get a response that your team failed to deliver for over 6 weeks.

Hastings Direct formally instructed Carpenters Group and activated my Motor Legal Expenses Insurance on 30th June 2026 (Ref: 300-12-712354). On 1st July 2026, your LEI Administration team acknowledged receipt and confirmed the case was referred for a merits assessment. I promptly returned the completed Claim Questionnaire on the very same day.

Since then, Carpenters Group has completely neglected my legal file. Leaving an active, insurer-referred Motor Legal Expenses claim untouched for over 6 weeks with zero substantive progress is an appalling failure of legal service and a breach of regulatory standards (SRA & FCA).

Because of your total inaction, I was forced to take matters into my own hands and issue formal court proceedings via Money Claim Online (MCOL) directly against the third party.

I require senior management to formally clarify in writing today whether Carpenters Group is fulfilling its obligations under my Legal Expenses cover to indemnify the £450.00 damage and associated court fees, or formally confirming a failure of cover. Formal reports are proceeding to the Legal Ombudsman, the Financial Ombudsman Service (FOS), and the SRA.

Hi i have Autism. Mr Carr has made it very easy for me with everything we have had to deal with easy and always explained things well for me. He has had lots of patience and would definetly recommend Carpenters to anyone
Thank you

My experience with Carpenters Group was made so easy and simple. From informing them of my claim of my accident, to them handling the claim and obtaining the funds from the third party insurer. It was a breeze to have them deal with everything on my behalf. Their customer communications were brilliant and their service was amazing. I can’t thank them enough for getting the final solution quickly.

And also, Chloe Hellon, if you get a chance to read this, then thank you very much for your help and I hope you have a lovely day. You have been a very big help in regards to this situation.