I was involved in an incident in 2021
I was involved in an incident in 2021, I am STILL waiting for my claim. I have had no correspondence. I’ve emailed multiple times and I have to wait months between emails. I even called the office today for an update and the lady I spoke to said my claim handler was busy, she couldn’t tell me anything because she knew nothing of my normal claim handlers work load and didn’t work on cases like mine. It was a complete waste of time. I’ve gone out of my way to go to multiple doctors appointments and assessment in order to try and get this sorted but they are taking forever. This is beyond a joke. Considering the amount of commission they want to take from my claim, if it ever actually goes through.I have sent numerous emails to the address given, i received no acknowledgment. The communication from this company is disgusting. And the amount that you want to take from my claim is appalling considering the service provided.
Amy
SCAMMER'S
Bunch of scammers avoid at all costs. My claim with my insurance company was settled months ago, and yet Carpenters have not responded to any of my messages and have delayed things at their end.
Singh Tastic
Complaint Upheld – But No Improvement, Just Silence and Stress
I rarely write reviews, but my experience with Carpenters Group has been deeply disappointing.After months of unanswered calls and emails about my claim, I raised a formal complaint in early September 2025. On 16 September, the firm upheld my complaint in part, admitting communication failures and promising “a markedly improved level of service.”Sadly, nothing changed. Despite doing everything asked of me — including signing and returning court papers on 22 September — I received no acknowledgment, no updates, and no progress. My case handler then went on leave for two weeks without notice or cover.Even after I chased repeatedly and escalated again, the only reply I received was the same complaint letter I’d already been sent weeks earlier. Calls still went unanswered. Emails still ignored.This entire process has been draining and distressing. When a company admits failings, the least you expect is improvement — not to be left chasing at 2 a.m. for basic communication.Summary: • Complaint upheld on 16 Sept 2025 • Signed court papers returned 22 Sept 2025 — no confirmation • Continued silence and delay • Case handler absent, no continuity • Still waiting for meaningful progressI hope Carpenters Group take this seriously. No client should have to document and escalate for weeks just to be treated with basic respect and transparency.As of writing this, my case handler is on leave again!
Hamadi
Absolutely HORRIBLE
Absolutely HORRIBLE. I did a claim with them and they ended up failing me horribly and I’ve had to end up paying them over £1000 due to their lack of communication and negligence. Please AVOID these solicitors at all costs they will fail you so badly
Amnah Yousef
Useless company they sent me a text…
Useless company they sent me a text saying I need to send back my medical report .email them to tell them I haven’t got it 4 email later still not got back to me and no one picked the phone up and when they do iam put on hold for 38 mins useless company if I didn’t have to use them I would not
alan
Someone tried to call me Friday I'm not…
Someone tried to call me Friday I'm not sure if it was carpenters but I am unable to answer when I am in work I thought that's why we have a portal to leave messages. Yet still not of my messages have ever been viewed??? What is going on??? I think I have been completely ignored and forgotten about and I still have a claim handler that has never spoke to me or even been in the office since the day my claim opened.. for anyone reading this if I was you I'd pick another company to use unless you want your only communication to be via trust pilot. CAN SOMEONE PLEASE LOOK AT MY MESSAGES SPANNING THE LAST 2 MONTHS AND ACTUALLY ACKNOWLEDGE THEM AND SEND ME A REPLY? SOU1256/00048
It's-Just-Si
deliberately delaying my claim by…
deliberately delaying my claim by refusing to answer my emailshad accident June 2023. absolutely appalling services.emails to ceo.Two complaints to legal ombudsman both which they agreeded with complaint and now about to start third case handler does not respond to emails.customer service sent threatening bullying email and not heard from anyone since.
Frances
The insurance claim is taking to long
My daughter and I were involved in a car accident last November 2023, I hasten to add this was not our fault, a young driver pulled out onto the main road and hit our new car. I have to say I have been in correspondence with this company in which half the time they don’t reply. I can’t believe this claim is taking this long to resolve by this company.I emailed the lady dealing with our claims on the 13/10/2024 asking what is going on with these 2 claims. Unfortunately there has been no reply which is rather annoying as it not professional to not respond to their clients. I am rather astonished at how this company are not in regular contact to resolve these claims.I would really appreciate some kind of closure regarding our claims, as it is taking far too long.
Vero
What a shambles
All paperwork requested in paper form as my mother isn’t good with technology yet all paperwork comes via email/DocuSign. Thankfully she has children to help her out with it. Then once all documents have been sent there is no correspondence for months. An email is then sent to them and still no reply almost 2 weeks later. You could be on hold for up to 1 hour before the phone is even answered. DO NOT use this company!
Kiri Ball
This company is a disaster!!!
This company is a disaster!!!After sending in my loss of earnings and my wife's loss of earnings and all the other documents today I had email stating they have lost them and the person that was dealing with my claim has left the company!! Now they want me to resend it all for an accident that happened in June
Mark Crosby
