Carpenters Group Avis 

I had an excellent experience with my solicitor Kieran Franchetti throughout my car accident claim. From the very beginning, they were professional, knowledgeable, and supportive, keeping me informed at every stage of the process.

They handled everything efficiently, answered my questions promptly, and made what could have been a stressful experience much easier to deal with. I always felt that my best interests were being looked after, and their attention to detail gave me confidence that my claim was in safe hands.

I truly appreciate all of the hard work, dedication, and clear communication throughout my case. I would highly recommend their services to anyone needing legal assistance following a road traffic accident. Huge thank you to Kieran Franchetii (carpenters group) for providing such outstanding support and professionalism.

My experience with Carpenters was a long process, 3 yrs 8 months in total. My case was very complex as I had lots of different health problems along the way that I was dealing with due to the accident.
I was in contact with Carpinter solicitors throughout and although it was difficult at the start all things became clearer as time went on as they just wanted the best outcome for me and at times when I felt like it would have been easier for me to walk away. My solicitor Michael Dutton was very supportive throughout, although a very busy man he always had the time to listen to me and support me throughout the process that was at times very difficult. He listened to my problem's, frustration and tears that I have carried throughout and helped me get through it all. He told me to trust the process that was a rollercoaster at times and with his team got me a result that I didn’t expect, more than that I actually feel that I was verified as a person although my family supported me throughout and listened to me and helped me in every way possible I felt like a broken record and didn’t like talking to them about what was happening with me as I already felt like I was always asking to much from them and felt guilty offloading all the time so I felt like no one understood what was going on around me. I would like to thank Carpenters and their team and a special thanks to Michael Dutton for listening, understanding and taking the time to listen to me, I couldn’t have done it without him.

Shocking. Purely shocking. My case was re-assigned 3 times, first one just did not respond whatsoever. Second one was the same, my latest Handler Natalie Eyre, I’ll give credit to, she’s been superb and has actually progressed the claim. But prior to this, 3 years of hardly anything, no messages back and impossible to get hold of. Their online portal is also very poor, firm needs shutting down… except for Natalie, she’s the bright spark in an otherwise very rubbish business

Chris was brilliant from start to finish. He handled my insurance claim professionally, kept me informed throughout, and achieved a great outcome. I'm very happy with the service.

Loughran has been amazing and supportive. Thank you for everything. -Liz

They were instructed to manage my car accident back in 2023. To date I am still waiting. The file handler ignores emails, requests to have your file handlers changed are ignored and impossible to speak with a human!!! Poor service. Poor communication. When I made a complaint they dismissed the complaint. Not a company I would recommend

Chris Carr was absolutely brilliant handling our claim. Communication was brilliant, responded accordingly and swiftly and talked me through the whole process with ease. Can’t recommend carpenters enough and especially Chris Carr.

Poor customer service, very poor communication, would highly recommend you go some were else, look at there reviews on Facebook

I would strongly advise anyone considering Carpenters to think carefully before instructing them. My experience has been extremely poor and communication has been terrible, repeated delays.
They apparently had issues with the portal which meant my counter offer which was signed on the 5th April was not sent to the third party (regardless of me chasing). I was then informed they gave the third party an extension and that deadline was the 3rd July. I have since chased AGAIN, but still no response. I have submitted a claim with them but from their response I genuinely don’t think they care about poor service and looking at the other reviews it going to show service is not their top priority. The fact that I have had to follow up even their complaints process speaks volumes.
This has been a recurring issue throughout my claim. Emails have gone unanswered, updates have only been provided after persistent chasing, and I have been left feeling that if I hadn't continually contacted them, my case would simply have been left without any communication.
Overall, I have found the service unprofessional, frustrating, and well below the standard I expected from a firm of solicitors. I have submitted a formal complaint to the ombudsman.

Ryan was completely professional and kept me up to do with every step. He answered any questions I had promptly.

SOU0924/00432
over 4 years since the car accident when some one drove in to me in a que of traffic she didn't slow down for the que as didn't see it pushing me in to the next car and them in to the next.
I have a hip and back injury now taking 7 different prescriptions seeing the Pain management clinic to help me live with the pain and still cant get any where with this company wont reply then when they finally do they clearly haven't done anything offered me a couple of thousand pounds for my back injury .... but my main injury is my hip this is what took the shock during the accident as my foot was on the brake the reply was "we didn't realize you also had a hip injury??? what are you claiming for then. it took them over a year to get in touch with the person who crashed in to me insurance company, 7 months ago sent me to see a specialist but forgot to send them an updated copy of my medical records and expect me to pay for the appointment, despite emails from myself I seem to be getting ignored now absolute disgraces of a company

I have just had my claim settled through Carpenters after about 2 years of hassle and at times very little contact ,updates or support,But a short while ago my claim was put in the care of an amazing young lady Ellie McLauchlan , From day one after she was assigned to my claim , everything started moving at a great pace ,She would contact me either by phone or email to keep me constantly updated to any progress or delay to my claim,All I can say & I mean this sincerely,if you've a claim that's being handled by the Carpenters Group,You can thank your lucky stars if you see your claim handler has the name Ellie McLauchlan.Thank you so much Ellie,your A Diamond.

My claim has been ongoing since January 2025. Delay after delay after delay. First of all the medical was not correctly booked, had to chase this up for it to be sorted. My medical is done, report done and agreed now onto negotiations. NOPE. An error in the medical report meaning it needs to be amended, further delays. This was only spotted because i chased up the negotiations as it had been 6 months and not a single settlement number given. Had my first offer through 12/06, declined and advised to go back with a counter offer, told negotiations will need to be closed by 28th July. Still not had the 2nd offer through yet, chased it up 3 times since 26/06 through the messaging portal and still not had a response. This is the same service i have been receiving from day 1. Please sort it out before i go to a legal ombudsmen. Case reference SOU1178/05799.

What is up with these claims. My accident was in January 2025 and I’m still having to chase it up constantly with no signs of an outcome. My wife who was in the car with me had hers settled months ago.
I never get any response from my case handler and when I call all I get is “we’re waiting for the medical expert to reply, we’ll chase it up” Why is it taking so long???
This is the most stressful experience in my life which is affecting my life and no I’m on sleeping tablets as a result.
I just want to get a results. This whole claim is being delayed by the medical expert. Once they do respond the claim can go ahead. Why doesn’t anyone want to get it sorted! This is diabolical
Kind regards
Tristan Luker

After taking some clear and solid advice, Abby was able to take on our case in what was a professional and caring way

I was kept informed as matters progressed, and her advice was never questioned by me, so thank you for your help

Fully recommend

Appalling company to deal with. After making a formal complaint over a year without any response to my emails, calls etc. I received a detailed apologetic email listing remedial action.

7 months later. Still not heard a thing from them. Those also enduring this, please note, you CAN change claims handling company at ANY time.

Maybe, and here's a suggestion - choose one that picks up the phone, answers emails, or, dare I say, progresses your case? :)

AVOID!! Never call back or answer. It's been over a year since my accident and they havent had my details down correctly. My partner was in the same vehicle and had his payout but I haven't. Everytime I call they respond with "we are completing the paperwork.' The last few times I called i was have been informed that I was not down as the policy holder! Shocking service, and no response so this can be escalated

I have a new claim, have messaged my claims handler james parkin last week about a question I have but no response

Chloe was really helpful. She settled my claim quickly. Couldn’t recommend her enough. She made it clear throughout the progression of the claim what was happening. I’m glad she was my claims handler, thanks Chloe.