Carpenters Group Avis 

My husband and I have been stuck dealing with this firm of solicitors for three years, and it has been a terrible experience from day one. There are clearly systemic issues within the organisation. They have passed us through numerous caseworkers, lost our personal documents, and repeatedly asked for information we had already sent. In fact, their handling of our data is so poor that we have reported them for data breaches. They are also completely unwilling to share our own personal information or case records with us when requested. Communication is non-existent. They take months to reply to updates, even when chased, and refuse to give clear information over the phone. When you do get an answer, they provide conflicting advice and constantly backtrack on what they have said.
They do not care about your well-being at all; instead of helping us, they have made the whole process of recovering from our accidents significantly worse.
Furthermore, they are failing to uphold the Equality Act and show absolutely no duty of care toward their clients .Their internal complaints process is diabolical. Ironically, they acknowledge formal complaints on the same day, but then completely ignore the actual issues and send closure letters without even discussing it further to offer resolutions. The ongoing stress and complete lack of professionalism from this firm has been so severe that we have lost all confidence and have been forced to close our claims entirely. Save yourself the stress, look elsewhere, and find a firm that actually respects professional standards.

Even though my case was a long process the outcome come in the end was handled professionally Christian Fearnehough was amazing he was patient and explained the process answered any questions
I had during the process even tho the process was hard and had a lot
Of stress I couldn’t praise Christian enough recommend carpenters highly

I am extremely disappointed with my experience with Carpenters Group. My claim has been dragging on for far too long, and despite repeated attempts to get updates, it still hasn't been settled.
Communication has been poor, with long periods of silence and little to no meaningful information about the progress of my case. Every time I ask for an update, I seem to get the same generic response without any clear timeline or resolution.
The delays have caused unnecessary stress and frustration. I expected a professional and efficient service, but unfortunately that hasn't been my experience. If you're looking for a company that handles claims promptly and keeps you informed, I would think carefully before choosing Carpenters Group.
I hope they improve their communication and speed up the way they deal with customers' claims, as the current level of service has been very disappointing please do not use these.

Excellent service from start to finish, great people very friendly and efficient.

If you want to chance your arm at a few hundred quid because someone reversed into you in Tesco’s carpark and your neck was a bit sore for a few weeks, Carpenters may be worth a shot. However, personally, I would have nothing to do with them.
In my experience their Medical Experts will most likely misquote your symptoms, get relevant facts wrong - e.g. your physical attributes, or even from which direction your vehicle was hit - and play down your injuries as much as possible should your symptoms still be present years down the line.
Don’t expect your case handler to be prepared to question these opinions or even to confirm that any suppositions have a legally sound basis.
Do expect to be threatened with exorbitant costs should you refuse to accept those opinions, no matter how factually incorrect they may be. Nor should you expect to have the claim process explained to you. It’s a bonus if your case handler - who, as others have said will probably change frequently - has a grasp of grammar that wouldn’t embarrass you should your case go to court…
In my experience Carpenters Group have been unprofessional, bullying and certainly haven’t acted in my interest.
I only wish I had read the reviews here before accepting their offer of help.
As a recommended legal partner of Aviva I would have expected much, much better.
My complaint to the SLCC is pending since I have no trust in their internal complaints process - once I had managed to discover what that was, despite asking several times as per their website (it is simply “speak to my line manager” should you need it too).
If you have read this far then I apologise for the long winded version of:

AVOID AT ALL COSTS

I had a fantastic experience working with James on my claim. From start to finish, he kept me well-informed, handled the process efficiently, and made sure every detail of my settlement was properly managed. He was always approachable, professional, and quick to address any questions I had regarding the paperwork and next steps.
I really appreciate his hard work and dedication to getting everything sorted for me. Highly recommended!

Your ref: SOU1128/16566

Absolute shambles of a company. Avoid at all costs. My accident was the 11/03/2025 where someone rear ended my car, at a speed of around 60mph, that was at a standstill waiting to turn into a junction. The fictitious medical report is truly one of a kind. Apparently I play football 3 times a week and go to the gym 5 times a week and my injuries were consistent with whiplash and some muscle damage. Let me put this into context. I am a 5’2 small framed female that’s never played football in her life and don’t go to the gym at all. The accident has left me with fibromyalgia, ptsd and chronic pain. In my medical form that I had to fill in I wrote that I couldn’t take my dogs out. I genuinely think the medical professional has me mixed up with someone else. My passenger at the time was told they did not attend the medical when in actual fact I was stood in the room with them during said medical. After that the report appears with minor whiplash. My passenger couldn’t walk for weeks after. The impact was that harsh it lifted my car up into the air.

The other driver immediately admitted liability. I think It’s the medical examiner’s so called fictitious reports of two people i truly believe they have got mixed up with someone else that’s holding things up.

Every time i call for an update all i get told is that it’s the medical professionals report that’s holding things up and this has been going on for months. I’ll call again today and will probably get the same information.

The Carpenters Group are very friendly, helpful and caring. They keep you well informed at every stage.

They helped me so much with everything

Carpenters where very helpful throughout the whole process of the claim had zero issues dealing with any parts of it would highly recommended them

Had a referral from my insurance following an accident. Whole process handled by Gregory Taylor and although it seemed slow I was kept informed of progress and cause of holdup at all times ( mainly due to my employer not responding to requests) overall I was very happy with the service provided and would recommend Gregory to anyone else needing help.

Terrible. They closed my case saying that I didn’t want to make a claim even though I have been emailed a case number stating my claim is now open and have a car worker. Even for an email stating o will get a medical appointment by 2/8. Very bad company who do not call you back

would highly recommend carpenters group, they dealt with my claim very fast, got the best outcome and also kept me updated the full way, thank you loughran especially for the fast replies it is much appreciated

I had a great experience with Abby Keenan handling my injury claim. She was very professional, friendly and kept me informed throughout the entire process. Thanks Abby

Funny how Carpenters Solicitors reply to complaints and not to those who, after an hour, or even two, or even four hours ago left shining reviews with no thank you replies forwarded by Carepenters Solicitors..
I question the authenticity of these reviews (without prejudice) and I also question how, why and in what capacity have they been helped so swiftly…?
I'm still waiting for my conclusion and award, after a long 43+ months and counting.
ABSOLUTELY UNNACCEPTABLE

My partner had an accident before Christmas. Not his fault. All ran smoothly til over a month and a half ago. They emailed to say they just needed to negotiate a settlement now they had his loss of earnings and they'll let us know. A month later we contacted them only to be told they hadn't even sent his loss of earnings to be reviewed. It was sitting in a pile of paperwork. They said then they'd sent it straight over. 2 weeks later we called,and was told it should all be settled by this week. Called today and was told they hadn't even reviewed the loss of earnings yet and that there's not even been a negotiation of settlement started yet. My partner has been on hold for over an hour only to be cut off and our emails have been ignored. Awful way to treat people who are struggling.
Update they've had his loss of earnings information for 2 months now and only yesterday reviewed it and that's because he called them for an update. They now have asked for more information. 2 months of sitting on and ignoring the information we gave and now they want us to gather more information. 2 months wasted. 5 months struggling because of his loss of earnings. This company doesnt care as long as they get paid.
2nd UPDATE
Got the extra evidence they asked for only to be told I couldn't sent it to either email address i had for my partners contact. More pointless wastes of time
3rd Update. Finally sent the rest of the evidence they asked for over a month ago. Called Friday to see where they're at and they hadn't even told our case worker that we'd sent them! They sat on them for another month while we struggle to pay our rent due to loss of earnings from the accident.
DO NOT EMPLOY THIS COMPANY AT ANY COST!!!

SOU1128/22398

UPDATE
Finally got round to reviewing my partners wages slips for loss of earnings after sitting on them for over another month they finally let us know that they AGAIN need more information. Something they could have told us a month and a half ago if they were bothered to do their jobs. Everytime they ask us for something we respond straight away then its nothing for over a month. These people are completely useless. The person admitted last year that they're responsible. Yet this company doesnt know its arse from its elbow.

DO NOT USE IF YOU DONT HAVE TO

Same response everytime. ASSIST HIM BY DOING YOUR JOB AND GET HIM THE COMPENSATION HES OWED FROM THE ACCIDENT. GET ON WITH IT. YOUVE HAD THE INFORMATION YOUVE ASKED FOR.

ANOTHER UPDATE

All requested information has been sent and recieved. And still were chasing you to do your jobs properly. The same generic responses.

Still waiting on the closure of a case that was cut and dried. The person who caused the accident has taken responsibility and admitted liability. My partner has jumped though all your hoops, done all your tests. And still youre dragging your heels. Bunch of con men.

DO NOT EMPLOY THESE PEOPLE.

5 stars for Ella Bruce... amazing job thsnkyou so much.
Before Ella i would rate low as i had to fight to be represented!
Thankfully i did not give up as i knew i was not in the wrong....
2 years later after paying extra to renew my insurance and a lost no claims bonus i am pretty dusgusted at Aviva insurance. Who still havent processed my renewed no claims bonus 🙄

From the outset I've had Carpenters and the brilliant Michael Dutton on my side. While in hospital for a month of major surgery my case was being carefully and skilfully handled with minimum stress for me. The level of communication has been extraordinary. Continuous updates, by phone, with detailed information and all of my queries answered.
I could not have wished for a better outcome. Thank you Michael, Ryan and Carpenters. You made it easy.
My accident was September 2025, my outcome less than a year later.

Simply Amazing,

First thing you have to take into account is that this things take time and it won't help anybody you stressing about. They assured me everything is fine and explained to me in details the whole process and and options available. They did a cracking job and I am happy I had them in my corner

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.