Carpenters Group Reviews 

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

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.

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.