Carpenters Group Avis 

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

CLAIM REFSOU114707518
Abysmal.I never appointed these people LV did.I did not need them because it was clearly declared a no fault claim and my claim was very satisfactorily settlled by LV with no fault or cost associated with to me.
The accident occurred in Early May 2025 and LV appointed Carpenters to recover their costs from the third party.
I supplied all requested information accurately and promptly.
Since then I have had virtually no communication from Carpenters despite requests from myself and LV.
They do not answer phones or emails and the log in does not work- just sits there spinning and saying “logging you in”.Its no more than you can expect with this shambles because nothing seems to work
As a result the case remains open and LV have doubled my renewal premiums..
I repeat I did not appoint this shower but was obliged to cooperate for LV to recover their costs but if you are independent there has got to be better than this out there so please save yourself a lot of aggro and frustration and look elsewhere.

AVOID AT ALL COSTS… unless you want your claim forgotten about, a real lack of compassion, to be ignored when asked for a phone call to understand what’s going on a little better, to repeat information time and time again and to generally feel like you’re dealing with someone who either doesn’t know what they’re doing, or just does not care.

There is no way real customers are writing the 5 star reviews. Being a client here is a nightmare.

We even asked how much the bill is at the moment (LEI) so we could consider moving firms and was ignored!!

If I could go back in time I would have NEVER accepted this firm being instructed. Read the Google reviews. The amount of people having to go to the legal ombudsman is shocking.

Avoid this sham of a firm! It’s been 3 years since my accident occurred and my claim still is not settled. Communication is abysmal and my emails have consistently been ignored. I agreed to settle on an amount I wasn’t entirely happy with, just to rid myself of having to continue to deal with this incompetent company. I was told I would hear back after 20 days, it’s now been almost 3 months and all my emails have been ignored since. Appalling service and I will be taking this to the legal ombudsman.

Chloe was helpful throughout my case. Just remain patient and allow the team to do their job. Thank you for all of your help and support. Im very happy with the service provided.

The communication a received from Phil Coggins was fantastic. He got the job done quickly and I am very happy with the outcome. I found email to be the best way to talk as trying to get anyone on the phone at times seemed difficult. Other than that small negative the rest of the service was spot on.

SOU125606011- One stars to good. I was sent to these through my insurance company. Absolutely zero communication unless I call them. Told they had resent a counter offer on the 16/7/2026 to then be told on the 30th were experiencing IT issues therefore your offer has not been sent! Absolute joke of a company. Asked to send my sons evidence across which I had to remind Danielle I already sent her this whilst on a call with her!! Zero. Apology zero empathy. I am currently going through my own solicitor & hopefully changing this absolutely diabolical company. AVOID

I am not one for writing reviews but this time I had too, my experience with carpenters solicitors especially Amanda Marshall has been brilliant, Amanda kept me well informed and up to date with my case and is a very nice and understanding person to talk to, Amanda is very professional and if I ever was unfortunate enough to have another accident I would hope that she would be dealing with my legal case.
I would like to thank Amanda for her help in my case so Thankyou very much Amanda.

My experience with Carpenters Solicitors was very much a mixed bag and, for a significant period of time, extremely frustrating. My claim took three years to reach a conclusion, and a significant proportion of that delay was entirely avoidable.

It was clear from the outset that this was not a straightforward claim involving primarily musculoskeletal injuries. There was a complex medical background, and the case required a proper understanding of the medical evidence and, crucially, what would be required for that evidence to be suitable for Court purposes.

Unfortunately, this seemed to be completely misunderstood by the Legal Advisor initially assigned to my case. I was repeatedly asked to make my own appointments with specialist doctors. This was simply not something I was in a position to arrange myself, and I explained this repeatedly. More importantly, even if I had somehow managed to arrange such appointments, the resulting opinions would not have been suitable for Court purposes. I pointed this out time and time again, yet it simply did not appear to be understood.

This was incredibly frustrating and resulted in months upon months of unnecessary correspondence and delay. What should have been identified and dealt with much earlier was allowed to continue for a very long time. By the time solicitor Daniella McKelvey became involved, I was utterly exasperated with the entire process.

One of the final steps was an appointment with a specialist in Dundee. The irony was that this was exactly the type of appointment that should have been identified and arranged months and months earlier. By this stage, the prospect of travelling to Dundee for an appointment, after everything I had already been through, was incredibly frustrating and I had reached the point where I seriously considered simply bringing the whole matter to an end, even if that meant accepting less compensation.

Daniella completely understood my frustration. Rather than dismissing my concerns, she took the time to understand why I had reached that point and gently persuaded me to attend the appointment. I am extremely glad that she did, because ultimately it turned out to be the best decision I could have made.

From the moment Daniella took conduct of my case, I finally felt that someone at Carpenters genuinely understood what was required and was properly focused on getting the matter resolved. She was absolutely fantastic throughout: professional, understanding, approachable and extremely effective.

I was also absolutely delighted with the amount Daniella ultimately managed to secure for me. Given how frustrated I had become and how close I was to simply accepting a lower settlement to bring the whole ordeal to an end, the result she achieved was particularly satisfying.

It is entirely because of Daniella's involvement that I am giving Carpenters four stars rather than one. Had Daniella been involved from the beginning, I have absolutely no doubt that my claim would have been resolved far more quickly than the three years it ultimately took, and I would certainly have given Carpenters five stars.

Daniella is a real credit to Carpenters Solicitors. I am extremely grateful for the way she handled my case, for understanding my frustrations when I had reached the end of my patience, for gently persuading me to attend the Dundee appointment, and ultimately for achieving a settlement that I was delighted with.

However, I sincerely hope the earlier handling of my claim is reviewed internally. A case with a complex medical background cannot simply be treated as a routine claim, and repeatedly failing to understand what evidence is required for Court purposes can have very significant consequences for a client.

Four stars solely because Daniella McKelvey ultimately turned what had been a very poor experience into a very positive outcome. Without her involvement, this would unquestionably have been a one-star review.

I would like to say a huge thank you to Lee Hanlon at Carpenters Group for all the hard work and support throughout my claim. After almost four years, my case has finally been successfully settled, and I couldn’t be happier with the outcome.

Lee and his team was always professional, helpful, and kept me informed during the process. They answered my questions and made a long and sometimes stressful journey much easier.

I truly appreciate everything they have done for me and would highly recommend Lee Hanlon from Carpenters Group to anyone looking for a reliable and dedicated legal team. Thank you again for your excellent service!

The company asked us repeatedly for the same information.
Our allocated solicitor never spoke to us. Her communicatons were largely by very brief emails with standard format letters attached.
We were not kept informed of important steps being taken, but learned of them from the insurance company.
We received information from the insurance company that all had been resolved, but this company did not know this and continued to request details that I had already sent. When I contacted the company about this, I received a curt reply that merely resent a previous letter.

The representative of the company Ryan McIntyre was very obliging any time I asked him for anything my accident was on the 12/12/25 i have now had a settlement figure and I have accepted it thank you so much for all your help Ryan
Mrs r mcewan

Great from start to finish, had a good experience overall and Ryan McIntyre has been great with me the whole way through!!

I rarely leave negative reviews, but after months of being ignored I feel I have no choice.

I have been trying to contact my solicitor since March, sending numerous emails and making repeated telephone calls, yet I have received little to no communication. I have now completed my physiotherapy and counselling, and I am beyond the prognosis waiting period, but I still cannot get a simple update on my claim or any indication of what happens next, my claim has been ongoing for nearly 2 years.

As a client, I expected regular communication and to be kept informed throughout the process. Instead, I have been left chasing for months without responses. It is incredibly frustrating and disappointing, especially when you are relying on your legal representative to act in your best interests.

I sincerely hope this review encourages someone within the firm to contact me and improve the level of communication provided to clients. At this stage, I am simply asking for the courtesy of a response and an update on my claim.

Excellent from start to finish Chris Carr is a gentleman 5 star

Loughran’s service and customer communications were excelent while also giving some great advice when i was unsure on some matter during my claim.

Following my serious road traffic accident in 2023, I was directed to the serious injuries department of Carpenters Group and was assigned Conal Gallagher as my solicitor along with his colleague Sarah Henry. My case was extremely complicated and very challenging, but Conal was always there for myself and my wife. He was in constant contact and very quick to respond to any queries and questions as they arose. Conal was always patient with me when, at times, I felt very frustrated. My case was settled in April this year and with grateful thanks to Conal and his team and our KC Chris Barnes, I was awarded a very good settlement and have now started to move on with my life. 😊

I am glad I chose to have representation and Carpenters Group was an excellent choice. Communication was excellent. Replies were quick and their knowledge about what to expect was very reassuring. The person they selected to represent at the hearing was also an excellent choice and was very professional.

HLE0044/00150 Dorothy Dewing
I have a boundary dispute with a neighbour, and my insurance company (Hastings) referred me to Carpenters. My contact Cerys Teague was incredibly slow to respond, promised a response in a certain week which did not happen. I provided every piece of evidence that the fence is not mine and should be repaired by my rear neighbours, and yet Carpenters still refused to take the case on. It means that I cannot use the patio in my tiny back garden in all this hot weather we are having. I am an 85 year old widow, living alone, and I think they see me as an easy target for bullying and wriggling out of what might be a difficult case. Disgusting treatment!
I intend to consult a different legal advisor to see if they will take on my case.
Do not use this company if you have a choice!