Carpenters Group Reviews 

On behalf of Mr P Evans. I contacted Carpenters Group after being in a car accident in 2021. Reece James took on my case and has been very benificial for the outcome I got. I thank him for his patience over the years with having to deal with the long on-going issue with the other party dragging things out for so long. I highly recomend Reece and the Carpenters Group.

My case worker Mr Owen Grant was Very helpful with my case and kept me updated on every process of the journey through my case.And I would like to thank Him By leaving this review.

I had an accident early December 2023. I have had an mri last September 2025 and am still waiting on the results 10 Months on. They continue to ignore any messages sent on the system and I am unaware of any further actions I need to take. There is no contact number to speak to my case handler. When I did get through to a helpline they transferred the call then hung up after 20 mins waiting

I have only offered 4/5 due to my initial communications with the original case handler that was allocated to my case. He was appalling and NEVER replied to my emails and calls! It took an email to the MD of Carpenters to make things change. I was then allocated a much more professional and attentive person named Vicki. Since she took over my case I was kept informed and she replied to every email I sent and call I made. I would give her personally a 5 star review. My case is now settled and Vicki was instrumental in moving things along to its conclusion. Thank you Vicki!

Carpenters was always quick with anything I had to do, they always kept me informed with any problems and was sorted swiftly and timely.. a long process but at the end now ...
Thanks so much

Fearful that the negative questioning is going to result in our insurance claim being rejected?

I just want to thank carpenters solicitors for everything they have done for me over the years regarding my complex case. My case handler Lorraine was absolutely incredible. The communication was amazing, any questions I had Lorraine answered them in quick timing explaining everything I needed to know. Lorraine was always on the other end of the phone to put my mind at ease when I needed her. Lorraine really did go above and beyond for me and the outcome was absolutely amazing! Thank you very much! I truly would recommend Lorraine to anyone who ends up in an unfortunate situation like I did. Once again thank you so much

Never went through with claim yet they bombard me with constant phone calls when I already told them I don’t need them. Stop the harassing calls!!!!!!!!

Over the past 12 months, Carpenter’s Group did an outstanding job managing my case. Their excellent response times and overall efficiency made the entire process seamless, and I am incredibly satisfied with the final result. My case was handled by Simon Taylor. (Intermediate Track Team)

CASE: SOU0843/55713 - Accident 12 May 2025
I have experienced a complete lack of professionalism, care, and communication from Carpenters. My senior case handler, Abigail, has repeatedly ignored my emails, and Customer Service has been equally unresponsive.

Their brand promise — “Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation” — could not be further from my experience.

I have been dealing with Carpenters since my accident on 12/05/25. Despite several complaints about poor communication, lack of updates, and no progress on my case, all I ever receive are apologies followed by more silence. (The other party admitted liability straight away).

After contacting Hastings (the insurer I purchased the policy from), Carpenters finally called with another apology and a promise that the issues would not continue. I was assured my case would move forward and told to contact the person who called if problems persisted. This turned out to be meaningless — it was simply their general customer service line, not a direct contact, and no one took ownership of my case.

I was told my claim had reached the negotiation stage.

22/05: I received a losses agreement from Abigail, which was incorrect despite me clearly stating I had lost two weeks of work. She later corrected it.

Offer made and told to reject this, which I did. Other insurace requested some evidence - payslips etc.

22/05 - sent evidence requested.
27/06 - sent evidence requested.

Since then, I have received no confirmation, no update, and no indication that anything has been passed to the other insurer. My emails have been ignored yet again. At one point, Customer Services refused to deal with me and told me to go to the Ombudsman — adding even more stress after already dealing with an accident, repeated delays, and a complete lack of customer care.

I will now be contacting Hastings again to raise a formal complaint about Carpenters.

No customer should have to endure this level of disregard.

Do yourself a favour — avoid Carpenters. They do not value their clients.

Do not use as they are conmen. I had an accident 4 years ago and the other party accepted their fault. After waiting for 4 years they are trying to get money from us saying that we had an accident before. If there was no claim it was their job to assess then we should have been informed in a month. We disclosed all our medical reports and people do have accidents and recover. They told me about their charges but not about how much was my claim for. Taking to ombudsman so no one suffers this way.

Shady bussiness and people. One of there employees working on my case either wuit or got fired, they lost the information and charged me again when they had to refile what was missing… talked to the owner and he said hed make it right, but didnt… would not work with them again…

Hastings direct use this company and when you’re unfortunately involved in a accident and you’re not at fault, this company will need everyone at Hastings direct and yourself to send them documentation again and again to prove that you have legal expenses cover.
Even then they’ll still try to charge you 25%
I wish I could claim for every phone call email or txt that I’ve made and they ignored
I also wish I hadn’t insured with Hastings I’ve had an education in how poorly things can be managed when you don’t care about people after their money clears

I have contacted Trust Pilot previously regarding my Carpenters experience. My accident occurred on 30 /11/2021. Yet despite endless emails and attempted phone calls to my representative Nicola Rowlands( calls are never answered) one of the few times an email was answered was when I mentioned the possibility of involving the Ombudsman. The last contact I had was on 31/03/2026. I have called and emailed several times since and I haven't received any response.
The accident occurred over 4 years and 7 months ago. The other driver accepted responsibility immediately. I have attended every specialist appointment and although I have ongoing issues and a lifetime risk of further complications, I find myself once again so frustrated with the process. Just some contact or updates would ease the stress involved.
Case number SOU 0631/50843.
Could someone please reach out and bring this lengthy claim to an end. Nicola Dickinson.

Ella Bruce was handling my claim in finding a solution to reimburse my excess from the liable party after a hit and run whilst my car was parked.
I just want to say you have have provided a very professional service and i appreciate your efforts in all this.

Kindest Regards,

I was involved in a road traffic accident when a car slammed into the back of my stationary car which caused me to have a broken shoulder. The next day l reported the accident to Tesco Insurance the SAME HOUR Carpenters solicitor called and promised they would do a claim and look after me. WHAT A JOKE, almost a year later, no communication unless l call them, they don't follow up with enquiries or emails and im yet to receive an appointment with the Solicitors doctors they should deffinatly be reported to the law society as l am pretty sure they are not performing as they should. Its shocking.

Andy took over my case after it had been passed between a few different people, and from that point I felt much more confident. The claim took almost two years to resolve and, because Andy wasn't the original solicitor dealing with it, he had to get up to speed with everything. He took the time to properly understand what had happened, answered all of my questions and kept me updated throughout.

It wasn't a straightforward case and there were times when Andy said it was quite an unusual one, but he never gave up and made sure everything was prepared properly for court. Thanks to all of his hard work and support, we won at trial. I'm really grateful for everything he did and wouldn't hesitate to recommend him.

Energy companies aside there are not many organisations who care less about customers and customer service than this shower. You discover after you have had an accident that they will ‘manage’ your claim and you have zero options otherwise as Saga delegate accident management to them. Saga, who perhaps hold customers in equal disdain have no interest in managing or responding to customer complaints in respect of Carpenters mismanagement. Sadly this is about profit and in such circumstances the customer is left with a bitter and unpleasant experience.
Early experience was good in that my call was answered and wheels were put in motion to repair my car and provide a courtesy car during this process. There were issues in getting my car back but after a few days of frustration this was achieved.
I suffered a minor injury and Carpenters organized a physio and doctors ‘examination’. I have to say that the medical professionals were clearly there to take their cheque rather than go through a rigorous process and resolving and issues I had, 7 months on my should still gives me grief but the budget for doctor and physio reviews was spent. The doctors medical exam was comical in that I was asked to fill out a form in reception and the exam with the ’professional’ consisted of his asking the exact same questions that were on the form. No physical exam took place and he remained seated at the other side of the desk. My female partner who suffered minor whiplash did get a physical examination from him, funny that!! The print say that the other insurer pays for my medical bills but this was shown as a deduction from my claim which makes me query whether I paid or the other insurer but that is one of the many arguments I have had with Carpenters. In addition Carpenters actually bill you 25% of the claim which is astonishing given you have no choice in the process whatsoever.
If you are thinking of insuring with Saga then I strongly recommend you avoid them as if the worst was to happen you are placed in the hands of this shower and all they are interested in is profiting from your misfortune. The email I received from their Quality Assurance Manager (!!) confirmed that the service was poor and apologised but offered no recompense as in his opinion the delay had no detrimental impact. To be clear I chased them for updates and the email I received in June 2026 showed the most recent correspondence sent to the other insurer was dated 25th November 2025 demanding a response within 20 days! They never bothered to follow this up until I kicked up a fuss and eventually sent that reply in June which is frankly disgraceful.
I am totally fed up with the whole process and have accepted the derisory offer of compensation, the minimum I would have preferred would have been for Carpenters to waive their fee given the appalling service provided but profit is the game and not customer service. Together with Saga Insurance they provide truly hopeless service and generate profits from others misfortune.

Chris Carr! What a guy!
Fantastic service start to finish, from the second he took over my case it moved quickly and efficiently
Thank you for you help

Helpful and informative staff who were fully supportive of my claim and guided me through the process.