Carpenters Group - Birkenhead

Sophie S.

The Legal Advisor Hannah Kennedy was amazing to deal with from start to finish, which took a year. She was friendly, approachable, and always quick to respond to any questions I had. The quality of her work was outstanding, and she made the whole process easy and stress-free. You can tell she genuinely cares about her clients and takes pride in what she does. I’d 100% recommend Hannah to anyone.

Jessica B.

Appalling service! Avoid at all costs! I’ve been palmed off with various excuses as to why my call handlers haven’t been in touch. Even after liability was confirmed, and the registration plate for the third party vehicle was updated, they have still been dragging their feet. Their call handlers aren’t interested in getting you the money you are owed, they’re only interested in getting the claims in so they can make money off of you/your insurance company! Not once is 15 months have they bothered to even contact me with an update, I’ve had to spend that time chasing them up every few months just to get a basic update, or palmed off with the whole “your case handler will be in contact”! By far the worst legal company I’ve ever dealt with!

Maggie B.

The worst law firm I've ever had the misfortune of dealing with, they never reply to my correspondence and just keep sending me letters to sign a document full of inaccuracies! It's a non-fault claim where the other driver has admitted liability and its been going on since December, and they haven't replied to me once! And the doctor they sent me too barely listened to me and couldn't get any details correct in his report! I have absolutely no faith in this company and am appalled mobility have recommended them!

Ben P.

SOU0843/26203

Absolutely shocking service, after nearly 3 years of a straight forward claim I’m still yet to hear any updates. Appalling customer service. Never get any replies via email. Claims handler has changed a number of times throughout these 3 years and it is just impossible to get any answers! AVOID!

Cole P.

Honestly, 1 star is too much praise for Carpenters Group. If you ever get referred to Carpenters, i suggest that you strongly push to use another firm. I unfortunately got allocated Carpenters through Aviva, who i'll also be contacting to suggest they remove Carpenters from their roster.

I had an accident in December 2023, of which the driver in the other vehicle immediately admitted fault. Over the course of the past 19 months, i can probably count on one hand the amount of times Carpenters have bothered to contact me. I've been left to do their job for them and track down documentation, and even when it's been confirmed as sent by my insurer and hire car provider, Carpenters still seemingly don't have it.

I would also not bother recommending asking one the your account handlers colleagues to get them to call you back - I've tried this around 10-15 times now and i've had nothing back. No call, no email. Nothing.

They also opperate rather 'shadily' in my opinion. My partner who was in the vehicle also had an offer accepted, and in their own terms confirm a payment date after having an offer accepted. 8 months after their termed dates i contacted them again stating their own T&S and without any communication back from them, the claim was magically settled. Cash Flow issues? A scam? Who knows when you decide to ride with these cowboys.

Jade

Not surprised this company only has 2.1 stars. Had my accident back in August 2022 where someone pulled out on a roundabout into my vehicle. Nothing more than cosmetic damage to the car but severe whiplash for myself and my partner. Months have gone by with no communication despite many phone calls and emails to them, and nearly 3 years later I am no closer to the end of this. Honestly shocking ‘customer service’ from the people I was expecting to look after me after a very traumatic time. Avoid this company at all costs unless you want years of therapy (physical and emotional, and of course out of your own pocket)

Niaomi S.

Would not recommend. It’s nearly 3 years since my accident I have no hope left. I have lost track of the number of case handlers. They make no effort to resolve your case. Most recently 7 months with no communication. There is no accountability even if you complain. It seems the only time they make any effort to put a case together is against you because you dare to question them. They make no reasonable adjustments for neurodivergent people. They take things very personally. I’ve never experienced so much difficulty working with a company or had a company be so rude, so poor in service or even human decency consistently. I see from the thousands of negative reviews that I am not alone. Be warned complaining to this company results in adversarial responses which are akin to the terrible service you are complaining about. There seems to be no light at the end of the tunnel.

Shareen L. S.

Absolute joke of a company.. despite being nearly 3 years of me being me so patient I am becoming very disappointed in the level of service and communication.
I have called numerous amounts of time for an update to get told, the manager will call me back.. I still no response after months and months of calling and chasing an update.
Just be honest and communicate with your clients it’s not that difficult.

I would avoid this company at all costs if ever appointed again as they are far from reliable.