Carpenters Group Reviews 

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

I feel extremely let down by the way my matter has been handled.

I repeatedly raised concerns about my anxiety and requested support, but my concerns were not acknowledged or acted upon. This left me feeling unheard and unsupported throughout the claims process.

Communication has also been consistently poor. My solicitor regularly takes an excessive amount of time to respond, making an already difficult process even more complicated and increasing my stress and anxiety.

Overall, I do not believe I received the level of care, communication, or support that I should reasonably have expected. SOU1178/12400

My case was handled by Megan Worrall, very professional and easy to communicate, even sometimes on the weekends, a very dedicated person to her job.
I'm happy to the outcome of my claim.
Thanks Megan 😊

After s very very long process resolving my claim, I was finally lucky enough to find Kieran Franchetti who managed to resolve everything in 1 month, everything that all his colleagues were not able to in over 3 years. So a big thank ypu, but to Kieran

I was involved in a Road Traffic Accident in February 2025 in which my car was written off and I sustained some serious injuries, including a broken left wrist - requiring surgery and the insertion of a metal plate and physiotherapy sessions after. Also a punctured lung, which necessitated a hospital stay.

Carpenters Solicitors were incredible. I cannot praise my case handler - Juliet McIntyre - enough. She was helpful and sympathetic and kept me informed throughout the whole process of my Personal Injuries/Uninsured Losses compensation claim.

She arranged specialist consultant visits as close to home as she was able, and if I had any questions she didn't hesitate to answer them.

She was thorough, honest and professional throughout. I felt my claim was in safe hands.

Thanks to Carpenters Groups knowledge and ability I was awarded a fair settlement.

I highly recommend this solicitors to anyone searching for a reliable and committed service.

My enquiry with regards to an ongoing civil matter was dealt with entirely by Cerys Teague who in all aspects was totally professional. When Cerys gave a time frame she kept to it and what she said she would do she never failed to do so. All in all a satisfactory experience. I am sure that anyone else who engages with Cerys will say the same. William Eckersley.

Amazing experience highly recomended thank you so much Amanda Marshall.

Amanda Marshall did a great job, emailed me, rang me and generally got the job done.
Told me the offer was too low, put in a counter offer and spoke to the other insurance company, job done. Now to get my motorbike looking like new and up together, thanks again Amanda for the wonderful service.

Communications from this legal group are non-existent.
I was in a non-fault accident in early 2024, and was put in contact with Carpenters Group by BDElite.
My last correspondence with carpenters was in May 2025, I have been continuously chasing for an update, however every email to my assigned advisor has an auto-reply sent in return stating they are out of office. I have used the online contact us form 3 times, which returns no confirmation of the message you have sent, and ultimately goes ignored. I have now twice stated that I wish to start a formal complaint, but again this has gone completely ignored.
My last step now is to take this to the Legal Ombudsman.

Whilst I understand that court proceedings have been delaying the process, the constant stress from being kept in the dark is unnecessary.

I am very happy with the service I received from Kumari Thomas and the team at Carpenters. They handled my claim professionally and kept me informed throughout the process. Kumari was very helpful, supportive and made everything much easier for me. My claim was successfully resolved and I really appreciate all the help and hard work. I would definitely recommend their services to anyone who needs support with a claim. Thank you so much!

The only reason i have given 5 stars is because of Andy Kenny.

The initial instruction for this was January 3rd 2025. I have now received a settlement - 31/07/2026.

Carpenters group was very quick initially to set up a file and move forwards but after this their service basically disappeared. the portal is not helpful and the staff were rude, my case handler was non responsive and when i chased, many times, i was told she has 600 odd cases to deal with. this is mental, its not her fault but it definitely isnt mine. Carpenters were poorly organised and clearly dont think of their team when they take cases on, they just pile them on the desk and expect it to go through.

Andy Kenny took my case on after i chased and gotten fed up over months, he dealt with it quickly, he was responsive and showed the care and attention that every case should get. I chose to settle against his advise as he cared about the damage to me, caused in the accident and suggested the best thing would be to take it further, this shows the care and commitment we should all receive.

This is a 5 star review for Andy only. I will not use Carpenters for anything in the future.

Since Lorraine has taken over my case at carpenters she has done a fantastic job.
She has been friendly and kept me in the loop at all times with excellent advice all the way through.
I would recommend Lorraine to deal with your case.
So when dealing with carpenters ask for Lorraine you can’t go wrong.

It is a real shame you can't leave a zero star review here. If you want to be ignored, accused of lying, ignored some more and not defended in any way (all down to money), feel free to use this firm.

I was the victim in a car accident. My car was written off by a third party who ran off from the scene. The remaining party, who I doubt was driving but who was insured, at least, insisted the accident was entirely my fault. I have an independent witness who Carpenters refused to interview. They lied to my insurance company, stating the witness statement (which was never taken) disputed my version of events.

I've made an SAR request and asked for all files to be sent to me so I can represent myself in court, if necessary. This has been ignored, as have reminders that I wish to make a formal complaint. The person dealing with my claim, if you can stretch to call it 'dealing with' has lied, hiding behind administrators and pretending he has emailed me. He hasn't. Once I've given them time to respond (I believe it's 8 weeks), or not respond (most likely), I will report to the Ombudsman. How very disappointing. If I were CEO of this firm, I'd be sorting it out PDQ. Read some former employees testimonies. Interesting.

I note the response below. Funnily enough, I've now sent 9 emails to the address below prior to writing this review, in a desperate attempt to make three requests, one of which is to open a formal complaint. No response. So there's no point email them again. It will just get ignored. Ombudsman next.

I have been liaising with Abby Keenan throughout my involvement with Carpenters. She is very knowledgeable and has kept me updated regularly. She has made this process very easy for me and is always available over email or phone.

I am extremely happy that my insurance company referred me to Carpenters Solicitors.
At first i was concerned about the length of time my claim was taking to complete but my solicitor Yvonee Stoll assured me that it was taking long because she is ensuring that I receive a fair outcome for my injuries.
My case is now completed and i am very satisfied with the outcome. I would highly recommend them to anyone that has been injured.

Seumas Scullion took on my claim and has been extremely helpful throughout. The communication has been excellent throughout.

Has anyone else had the misfortune of dealing with Shona and Alex Collier. The worst company ever to deal with, how do they even exist?! They are employed by DirectLine. They should be fired, if the owner of Carpenters sees this, you need to sort this out. My wife was in a serious accident and they are so unhelpful in every way conceivable, these rude and untrained staff shouldn't be allowed to operate at this level. I will be informing the correct authorities and pursuing legal action at this rate.

Been over 2 years with an outstanding claim. Have dealt with 2 different legal representatives and both have been equally poor at keeping in touch. Little to no communication despite chasing multiple times for an update. Only to then be asked for information already submitted several months previously. I have rang and complained already and still no change.

Been waiting over 2 yrs for my claim to be sorted still waiting, if your motor insurance takes you to this firm run a mile, one letter in 2 years they don't believe in postage, changed my solicitor 4 times as they don't seem to know what anyone's doing ,i think all the 5 star reviews are from carpenters employees