Carpenters Group Avis 

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!

Michael Atherton has given me a first class service through out my injury claim foiiowing my motor accident.
I was kept well informed ot how things were proceeding at all times and highly recommend Carpenters Group Solicitors, especially Michael Atherton

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

Edit: The fact that it takes a bad review online to solicit any kind of concerned response from Carpenters Group says it all really. Once I have my case back on track with a more competent practice, I’ll happily engage further with a fuller explanation of the litany of unprofessionalism I’ve experienced with this group.

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

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