Carpenters Group Reviews 

Andy took over my case after it had been passed between a few different people, and from that point I felt much more confident. The claim took almost two years to resolve and, because Andy wasn't the original solicitor dealing with it, he had to get up to speed with everything. He took the time to properly understand what had happened, answered all of my questions and kept me updated throughout.

It wasn't a straightforward case and there were times when Andy said it was quite an unusual one, but he never gave up and made sure everything was prepared properly for court. Thanks to all of his hard work and support, we won at trial. I'm really grateful for everything he did and wouldn't hesitate to recommend him.

Energy companies aside there are not many organisations who care less about customers and customer service than this shower. You discover after you have had an accident that they will ‘manage’ your claim and you have zero options otherwise as Saga delegate accident management to them. Saga, who perhaps hold customers in equal disdain have no interest in managing or responding to customer complaints in respect of Carpenters mismanagement. Sadly this is about profit and in such circumstances the customer is left with a bitter and unpleasant experience.
Early experience was good in that my call was answered and wheels were put in motion to repair my car and provide a courtesy car during this process. There were issues in getting my car back but after a few days of frustration this was achieved.
I suffered a minor injury and Carpenters organized a physio and doctors ‘examination’. I have to say that the medical professionals were clearly there to take their cheque rather than go through a rigorous process and resolving and issues I had, 7 months on my should still gives me grief but the budget for doctor and physio reviews was spent. The doctors medical exam was comical in that I was asked to fill out a form in reception and the exam with the ’professional’ consisted of his asking the exact same questions that were on the form. No physical exam took place and he remained seated at the other side of the desk. My female partner who suffered minor whiplash did get a physical examination from him, funny that!! The print say that the other insurer pays for my medical bills but this was shown as a deduction from my claim which makes me query whether I paid or the other insurer but that is one of the many arguments I have had with Carpenters. In addition Carpenters actually bill you 25% of the claim which is astonishing given you have no choice in the process whatsoever.
If you are thinking of insuring with Saga then I strongly recommend you avoid them as if the worst was to happen you are placed in the hands of this shower and all they are interested in is profiting from your misfortune. The email I received from their Quality Assurance Manager (!!) confirmed that the service was poor and apologised but offered no recompense as in his opinion the delay had no detrimental impact. To be clear I chased them for updates and the email I received in June 2026 showed the most recent correspondence sent to the other insurer was dated 25th November 2025 demanding a response within 20 days! They never bothered to follow this up until I kicked up a fuss and eventually sent that reply in June which is frankly disgraceful.
I am totally fed up with the whole process and have accepted the derisory offer of compensation, the minimum I would have preferred would have been for Carpenters to waive their fee given the appalling service provided but profit is the game and not customer service. Together with Saga Insurance they provide truly hopeless service and generate profits from others misfortune.

Chris Carr! What a guy!
Fantastic service start to finish, from the second he took over my case it moved quickly and efficiently
Thank you for you help

Helpful and informative staff who were fully supportive of my claim and guided me through the process.

I left a review on the 7th of July, outlining the pains in dealing with carpenters.

I’ve since sent to email to my legal advisor (case handler) without a response.

Despite, a reply to my Google review from carpenters, and a promise of them reaching out.

Nothing.

SOU0256/82038

I was involved in a car accident on 29th May. Another driver his me while I was basically stationary. My car was written off but I sustained injuries. My insurance company recommended me to contact Carpenters to get assistance with my claim as they believed this group was the most professional in dealing with Personal injuries for their clients. They thought this firm was the best help to me. I contacted them on 3rd June, no answer after waiting on line for 21 minutes. I submitted a contact request on their website, and called again on 05th June. Managed to speak with one of the staff (Not going to name them) - but they spent close to an hour and took all details from me including injuries, mental trauma etc. They then put me on hold for a while to check if this case would be accepted. Came back to me and told me it has been accepted and that I will be receiving legal documents to sign with them.

Fast forward, 2 weeks later - Nothing received; so I called to check in the status. I was told, its being reviewed and someone will get back to me soon (still no documents to sign received as promised). I called again week later, was told again that I will be contacted. Called again week later, no useful response after staying on hold for 40 minutes. Now, it is 15th July today, more than 1.5 months, they have still not bothered to give me a call or ANY update at all.

Absolutely unprofessional and wasted my time. Very disappointed and will never recommend them to any of my friends/family or anyone in need as they don't care about their clients to even give them a smallest update at all.

Absolutely not recommend. I will be reaching out to Ombudsman regarding this.

Very helpful and made everything straight forward and I got the outcome I wanted thanks to them

Chloe Hellon dealt with my query. She was very efficient and resolved the issue/ claim promptly. I was very happy with the service she provided

If I could give a NO star I would, They pestered me regarding my claim NOW nothing for months! I keep email my Case Handler via portal and direct email. Wish I'd never bothered with them and gone with someone else. I wrote a review a while ago and their response was we will contact you regarding your claim........ STILL WAITING!!! Just an update would be appreciated. I do think that the only way now is to contact Ombudsman as I've had NO response to several messages since 09/07/2025 OVER A YEAR! Their feedback review doesn't even go that far back!

I cannot recommend Carpenters and Gregory Taylor highly enough. From the very beginning, he handled my case with professionalism, compassion and outstanding attention to detail. Throughout my claim i was kept well informed, my questions were answered promptly, and always made me feel that my case was important.
Following a serious accident, the legal process can feel overwhelming, but Gregory's expertise, patience and reassurance gave me complete confidence every step of the way. His communication was excellent.
I am extremely grateful to my insurance company for referring me to Carpenters. genuinely could not have asked for better representation. I would have no hesitation whatsoever in recommending Gregory Taylor and Carpenters to anyone needing a personal injury solicitor.

I had a 10 out of 10 experience. Lauryn B. in the team has been supportive, knowledgeable and quick to action my case. Thank you!

Shady firm.

I received a threatening letter about a debt i don’t own, over their representation costs, when i have not instructed them or had any communication.

This is a scam claim to solicit funds they are not entitled to,
Very rude on the phone and just hand up, I’m preparing a court action against them.

I have already reported them to the Solicitors Regulation Authority.

Avoid at all costs! Scammers!

Update to response. They’re asking for a case reference, I don’t have a case reference as I NEVER instructed them.

A demonstration of the fact the never read the review!

Avoid these cowboys!!

Update 16/07/2026
Carpenters are trying to have this review removed, claiming defamatory comments to Trust pilot. If this review is removed it will be reposted!

This is a fair and detailed listing of the behaviours of firm with whom i have zero dealings, yet i have received threatening letters over a fake debt and passage of the same to a debt collection agency.

Carpenters have been emailed directly and challenged to provide evidence I instructed them, which they have refused to provide.

Their attempts to have a honest review of my experience removed tells you everything you need to know, their trust pilot score cannot be trusted!
This makes a mockery of Trust pilot policies and the notion reviews can be trusted at all.

If you need evidence of this companies behaviours and performance check out other review sites, you will see exactly the same similar experiences.

If my harassment continues I am going to sue this company!

appalling service, they fail to respond to any communications, email and their own portal, they fail to keep you up to date with the claim. the only way I ever get an answer to my communications is when I make it an official complaint, and then in my opinion they just respond with any excuse they can for the delay. The third party admitted liability nearly two years ago, and still nothing. I am now think of raising an official complaint to the ombudsman and would urge anyone who is in the same boat to raise an official complaint to the ombudsman. If they cant or don't want to do the work then they should not take on the case. I have formal complained to my insurance company who appointed this appalling legal company (my opinion)and recommended they place their business elseward in the future.
If I treated my customers the way this company treats their customers, I would be out of business.

Abby Keenan was very helpful, answered all my questions and displayed a great deal of professionalism during the entire process. I am very grateful for your help.

almost 2 years since my accident and although third party has consistently denied liability that is more due to the fact he had no valid MOT so has to chance it, I understand there is a process but he will never just give in and I have provided all the evidence to prove my case, everything is in my favour other than the never ending delays in processing my case, I don't ever get a response when contacting my advisor Vikki via messages,I have responded immediately to every request from them, I was emailed in May to say we have to proceed to court and nothing since, very big delays between communication. such a shame as the few times I've chased by phone they have been really pleasant

Even though the process was a long one I was kept well informed throughout and once the situation was resolved the compensation was quick many thanks to all at carpenters

After a follow up call with Abby my settlement organised through carpenters was with me within the week.

Once again Abby chased things up and concluded our business

Many thanks

Bob Coles

To leave a review a one star is the minimum which this company are not worthy of. From the start I was made to feel unimportant, undervalued and the problem. We were dealing with a rude member of staff who has since been taken off our case and the new case handler hasn't covered himself in any glory either. Our case has been ongoing for just short of three years leaving us massively out of pocket and we seem no closer to any resolution and communication from Carpenters is non existent with them now ignoring our latest emails. Unprofessional behaviour from so called professionals in their field.

Still no reply even telephone number doesn’t work would not recommend these to anyone considering changing company or seeking legal advise from some one else

**update- still no callback after promise from company below**
Awful company. I ring up and they tell me Georgia Ward is free. then they put me through, I go on hold until I get cut off. Rinse and repeat. Got hold of one decent guy a few weeks back but he’s now ignoring me too. Ignore emails and portal messages.