Carpenters Group Reviews 

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.

I feel that Zoe was outstanding as she was extremely patient with me. She supported me throughout this stressful process until I received the compensation I deserved. I would recommend Carpenters to anyone who needs the right support and understanding in the most difficult of circumstances

I would like to tell anyone who has just been taken on by carpenters to change solicitors straight away . I was hit by a car at 60 miles an hour in the back of my van on getting out I could not feel my arms and have been in intense pain since.i saw a physo therapist through carpenters which I now have a bill for and she said i need to see a specialist. I thought carpenters would sort me out it seemed like it was all going so well to start with then the delay started it took a year to see there dr who told me my pain was whiplash I couldn’t work or move both arms without intense pain another year still in pain I saw there Dr again a MRI was taken it took a years and a lot of excuses from carpenters to find out they had only taken the mri of my spine and back not my shoulder tried to give me pay out for whiplash .at this point I went private as I was in so much pain .i have had a total shoulder replacement on my left shoulder and need the right one doing as soon as possible.on hindsight I should have paid privately when the physo advised me to see a specialist it took me 4 years to realise carpenters were not helping me at all in fact I felt that I was at fault .
You don’t have to stay with them look look after yourself I was so naive I thought they were going to help me what a big mistake.its 5 years now and still no settlement I feel so stressed I have been traumatised by the whole response of this company I asked for my case to be reviewed I thought it would be be by an independent company but no it was a company who the dr I saw in the beginning is on the board of directors. I have a deadline this September when it will be 5 years so now because of there delay tactics I can not get help and my only choice is to except what they give me or I will get nothing!!!
Please please don’t be fooled like I was take care of yourself as this company will not help you .

Ref: SOU1178/01288
Accident Date: 12/05/2024

My experience with Carpenters Group has been nothing short of a nightmare. I had a terrible car accident in 2024 that left me injured and traumatised, and even now my young daughter still remembers it. Instead of supporting me through the process, Carpenters Group made everything harder.

For two years, they barely communicated. Emails were ignored. Promises of updates were never followed through. On 22/06/2026, the case handler told me she would update me after a meeting with Clyde & Co and she never did. When I called again on 22/07/2026, the lady who answered accused me of shouting while I was simply expressing two years of frustration. No empathy. No understanding. No professionalism.

Two years later, my case is still unresolved. I would not recommend Carpenters Group to anyone seeking support after a traumatic accident.

Initially, I was not impressed with how my case was handled, especially given the seriousness of my injuries. My case was passed between different case handlers, and when one left, my case was left untouched for months. I found myself chasing for updates and often not getting a response, which was frustrating and left me questioning whether Carpenters would be able to secure a good outcome for me.

After a long period of feeling that things weren't really going anywhere, my case was eventually transferred to the Serious Injury Team, who were much better equipped to deal with my case. I was allocated to Nik Stott, along with his paralegals, and the service improved considerably.

Nik and his team have handled my case really well. They have communicated clearly, responded quickly, and have always been kind, empathetic and considerate of my needs in light of the injuries I sustained. Nik is clearly very experienced in dealing with serious injury claims, and I was particularly impressed with his expertise and negotiation skills in securing me a decent settlement.

I am pleased with the outcome and grateful to Nik, Caitlin and Claire for the way they handled my case once it was transferred to the Serious Injury Team.

If my case had been handled this way from the beginning, I would have given 4 stars. Unfortunately, the initial handling of my case was a significant disappointment, particularly considering the extent of my physical injuries and the impact the accident had on me mentally.

Overall, I am glad I stayed with Carpenters and that my case ultimately ended with a positive outcome.

Carpenters group are an amazing firm to work with! The solicitor was very thorough with his explanations and attention to detail in my case. I can happily say the solicitor I worked with successfully closed my case in a timely manner with a positive outcome, I appreciate the amount of communication, comfortability, patience and assistance I received throughout my time working with him. I would highly recommend this firm to my family and friends as I am confident they will always do what’s best for the clients. I want to say a massive thank you to the whole firm for making a difficult period on my life feel a little cleaner and easier.

I have obviously never had to deal with anything like this but Paul O'Hare and Maya Pierce of Carpenters put my mind at rest and handled my case professionally and showed care and understanding towards myself and my family.
I would not hesitate to recommend them.

unfortunately was in a car crash non fault and i was put on to carpenters via my insurance company i dealt with
ryan mcintyre throughout the claim at all times he acted
with my best interests and was courteous and very professional at all times he is an asset to his company
10 out of 10 ryan kind regards Mr Murray

After my accident over 3 years ago I felt at first that I was getting nowhere as I had a few claims handlers over the first two years and could never get any updates Alex Langley took over my claim and since then he has given me regular updates and guidance as what was my best options and I felt he was very helpful and professional I am pleased with the service Alex provided

After being involved in an RTA and all of the hassle that comes with it, Carpenters, in particular Lauryn, made the experience much easier than I thought it would have been. I would definitely recommend this company to anyone.

I would like to big thank to Juliet McIntyre who was my case handler for her great and professional service . She made it well easier . Thanks again for speedy responds each time i needed help. Thanks to carpenter group finally successfully completed my case.

Complaint to Legal Ombudsman has been submitted this weekend after two internal complaints (funnily enough) finding no wrongdoing and nothing changing.
If you have an accident which will have an expected payout of under £5000 - SORT IT YOURSELF through the Online Portal. Do not get these people involved!!!
*Never respond to emails
*Never respond to phone calls asking for responses
*Never respond to communications on the online portal
*Didnt tell me court date had been cancelled - took me ringing 3 times over a week to find this out!!
*Then after that STILL haven't responded to my pleas for some communication.

This is a simple case with liability having been admitted immediately by the other party but 13 months later I'm in the dark and still out of pocket. Looking forward to liaising with the ombudsman on all of Carpenters shortcomings.

I would give this company zero stars if I could and recommend anyone avoid using them.
Absolutely incompetent. I have a claim that is almost 2 years old. For the last 18 months I have been trying to find out what’s going on, my case handler is NEVER available and NEVER calls me back. No one else is able to deal with my claim. The portal is a joke, does it even work?? My claims handler has NEVER responded to me through it even though I’ve sent her message after message. Had the accident October 2024, Third party have admitted liability, around January 2025…. so what have carpenters been doing for over 18 months?!? Who knows, because no one ever gets back to me. My insurer is now trying to contact them. Absolutely laughable their customer service. AVOID AVOID AVOID unless you like being kept in the dark and ignored. Carpenters if you see this you need to pull your finger out and start looking after your clients! You’re going to have lots of people reporting you to the legal ombudsman...

I had a car accident Aug 2023 that was not my fault. My insurer (Lancaster) appointed Carpenters. I had a really cheerful call from Conal Gallagher and he told me not to worry , everything would be ok. Sarah and Conal have provided me with the best possible support that you could ask for. They were very patient with me and assisted me along the personal injury process. After almost 3years Conal and Sarah successfully fought my claim and agreed a settlement far better than I had hoped for. While I wouldn't wish anyone the bad luck of an accident, I highly recommend Carpenters with Conal and Sarah.They really worked hard and gave me a first class result. Many thanks indeed. You both have brought closure with a smile. Thank-you both. Superb support. Amazing experience.

Terrible experience, multiple mistakes made with our claims including initially going after the wrong third party which caused a long delay. Long periods between communication (ie liability admitted but no action for 11 weeks), have sent multiple emails that the case handler never replies to. Called multiple times but the phone cuts off after 30minutes of being on hold and no one ever calls back.
Don’t bother using them for a claim unless you want to wait for years for it to come through!

Excellent service John Hancock who handled my case was very helpful and explained everything what was happening would highly recommend

I would like to say that Donna is absolutely brilliant. She explains everything step by step in detail. I received the upmost of care and professionalism whilst handling my case, a clear understanding of how my case has affected me emotionally and physically. I felt supported and listened too and there is no doubt that Carpenters Group acted in my best interests 100%. Thankyou for acting on my behalf.

I am extremely disappointed with the service I have received from Carpenters.

I have been trying to get updates on my case since March, yet every email I have sent has gone unanswered. I have contacted my assigned team, emailed the official customer service address, and even used the "Contact Us" form on the company website, but I have received no response whatsoever.

My claim relates to a road traffic accident that occurred on New Year's Eve morning, where the other party admitted liability. Despite this, I am still out of pocket and have had to pay for ongoing physiotherapy appointments myself while waiting for progress on my claim.

To make matters worse, the online portal is unreliable and does not work properly, leaving me with no effective way to track the status of my case or communicate with anyone handling it.

The complete lack of communication has been incredibly frustrating and has added unnecessary stress to an already difficult situation. I understand that claims can take time to process, but there is no excuse for months of unanswered emails and no updates whatsoever.

Based on my experience, I would not recommend Carpenters due to their poor communication and lack of customer service.SOU0964/20730