Review Time
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!
My claim has taken a long time (over 4 years) Michael Dutton & Cameron Rodger took care of my case very well. Although it was the most painful, stressful, traumatic & time consuming time of mine & my family’s life, they both helped keep me calm even when I got very emotional many times. Be patient as injury’s don’t always show up immediately after an accident & sometimes get worse. trust that Carpenters are working with you & it’s important to get everything right before settling your claim. My daughter’s claim is still ongoing but I know it will be sorted eventually just like mine. Thank you again Michael & Cameron.
I get carpenters will probably be a busy company but there motto” we strive in communication” and that simply hasn’t been the case, I rang up regarding an interim payment mid October and haven’t heard anything since and I’ve chased them with multiple messages and emails on the app and have had nothing but silence. Please sort this out.
I had an accident 4 years ago and still they haven’t finished my claim ! I’ve had to have spinal surgery and due to have more surgery’s in the future they have my medical report and still nothing I message and don’t get a Reply Wish I had gone with another company I choose these over Lewis law and completely regret it I’ve been past to 3 advisers and still nothing they cant even comunicate with each other !! The last time I had any correspondence is July !! Although they replied down below they still haven’t contacted me 🤨
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
RTI on 7 July 25 despite the other driver admitting fault this company used by my insurers have been evasive and unfair throughout the process. It’s 5 months on and the communication has been flaky and non existent. While on the back foot and vulnerable the claims handler took advance to hide correspondence via the company’s incoherent now you see it now you don’t system. I’m still suffering from whiplash and shoulder pain. I’m anxious and depressed and following an mri scan in October at least I know why. My c4&c5 vertebrae are pressed up against the spinal column, I still have cranial inflammation and swelling causing vertigo. Neurologist appointments and pain therapy as well as medication ongoing. Carpenters company won’t answer my emails despite impressing on them the actual costs I need to recover way exceed the £595 less their physio costs who incidentally was put at risk at paralysing me. I would be left with far less than my prescribed drugs, mri scan, neurologist appointments. Oh and their speed medical doctors dismissed all this science as just soft tissue blah. Avoid these terrible unsympathetic cowboys. Remember you will be on your back foot you will need appropriate money to get back to 100% appoint independent solicitors
I have had a tremendous experience getting through my claim process- Andy Richardson along with the ‘team’ have supported me throughout the journey and I once again offer my profuse gratitude to the people who make this company a success for achieving the end result.
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