Carpenters Group - Birkenhead

I V.

Don’t waste your money on the premium service — it’s a scam from an unprofessional and useless company that doesn’t even deserve one star.

I was involved in an accident on April 4, 2023,SOU1128/02093/1001 and it’s now over two years later. Since October 2023, I have not received any proper response. My losses have still not been properly calculated.

Today is May 22, 2025, and there has been no progress. I keep receiving the same emails, and they ignore my replies. I’m now on my third legal advisor, who is also often absent and unreachable—there is no phone number available. It’s bizarre how often they seem to be sick.

They keep asking the same questions about my employer, income, and medical reports. Despite providing this information multiple times, they continue to ask for it again and again instead of reviewing the records they already have. It seems easier for them to keep repeating questions than to do their job.

It’s the same story over and over again—a complete farce.

Sebastian M.

Thank you so much to all team @ Carpenters. After my motorcycle accident this guys helped me with everything every step of the way. My claim took over 3 years to settle due to my recovery but we got there thanks to this fantastic people. Special thanks to James Bowes! James was absolutely brilliant all the way through. He was always friendly and understanding and kept me informed about all my case updates.
I cannot thank James enough for all his support and for handling my case very professionally.

Sebastian

Tony E.

I was involved in an accident with another driver last September. They drove out of a junction just as I reached it and we collided. The other driver was clearly at fault and admitted it. I am insured with Aviva who handled my claim in the most inefficient way and tried to give me peanuts when my car was declared a write off. In the end they made a reasonable offer, but deducted my excess from what they paid me and said that I had to claim this back through my legal insurance. I therefore contacted Carpenters Group who I was insured with for legal protection. I provided them with all the information they needed to make a claim against the other party's insurance company, including photographs and receipts. My claim has still not been completed and the advisor who is handling my case does not respond to my emails. It is quite appalling. How a company like Carpenters is able to continue in business effectively ripping people off with their premium is beyond comprehension. How they have the audacity to claim "Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation" is quite unbelievable.

Bhaumik P.

Absolutely shocking level of service.

My case is now approaching Nearly 8 Month and I have had absolutely no correspondence from my case handler Mr. Chat Fernando .No replies to emails, calls or on the my claims portal.
What exactly do the staff at this company do all day besides seemingly ignore thousands or clients?
and these people don't bother respond to very basic questions Answer such as “please can I have an update on my case”. Very Disappointing from this Carpanter Group(Mr Chat Fernando)

Louby L.

These lot were given my no fault case to handle following the 3rd party’s refusal to settle. Whilst they did manage to progress the case to conclusion, their communication is appalling. I had to chase my own insurance company for an update to find that the claim had been settled in full a month previously but I had no notification from Carpenter’s that this was the case - I’ve spent the last six months on edge waiting for the case to go to court! When they do communicate their messages are abrupt and offer no reassurance or information whatsoever - it’s not nice receiving a message that your case is going to court without any explanation or guidance of what to expect - or even if we would be required to attend the hearing.
My insurer was excellent at getting the repair sorted and hire car ready but this experience has really soured the whole thing to be honest.

Cheryl P.

I only have a small claim in but it's been 8 months and no replies from the legal advisor assigned other than the document requests. I get that it isn't a big deal to the company given my claim is small, this company really makes you know you're just a ticket in the queue. No customer service what so ever. All I want is an update..its fine to the insurer. We haven't heard back..something is better than nothing.

amyfraser2000

I can’t recommend Carpenters Group highly enough. After my car accident, Stephen Hall guided me through every step of the legal process with professionalism, empathy, and expert advice. From the very beginning, he made everything clear and easy to understand, which made a stressful situation so much more manageable. Stephen was always available to answer my questions and kept me informed throughout. His attention to detail and dedication truly stood out, as his advice and knowledge led to a positive outcome. If you’re looking for a legal advisor who is knowledgeable, supportive, and genuinely has your best interests at heart, Stephen Hall and the team at Carpenters Group are outstanding.

Kindest regards,
Amy Fraser

Sarah H.

I've been waiting for over a year to get somewhere with a no-fault car crash (Aviva forwarded the claim to Carpenter Group). I have no idea what to do now as I only get a reply about every 4 or 5 months when I email them! The details I've provided don't end up on the forms I'm sent, I have no idea what is going on and I don't know who else to speak to to try and get help. I want this claim settled now or at least a court date! It's only adding to the ordeal that happened over a year ago.