Leading Carpenters Scotland Through Growth and Change
When Carpenters Group set out to establish a Scottish operation, the ambition was to create something that reflected the strength of the wider business while recognising that the legal landscape north of the border operates differently.
For Calum MacGregor, that challenge has shaped more than a decade of his career, that has spanned over 30 years. As Head of Scottish Operations and a Solicitor, Calum has played a central role in building and leading the Glasgow office over the past 11 years. His role focuses on ensuring the operation runs effectively day to day, supporting managers and working closely with leadership to keep standards, performance and service aligned.
“We’ve built a team that understands how everything fits together. When people are supported and clear on what’s expected, the operation takes care of itself.”
Carpenters Scotland operates within its own legal framework, distinct from England and Wales, which brings added complexity to the role. Processes, procedures and legal approaches differ, and building a successful operation has required a deep understanding of those differences, alongside the ability to adapt proven ways of working from across the wider group.
That combination has helped shape a specialist personal injury practice, focused largely on road traffic accident claims, that works closely with insurer partners while guiding individuals through what is often a difficult time.
“Scottish law is different, so it’s important we approach cases in the right way from the outset. Clients need clear advice that reflects that, as well as reassurance about what happens next.”
That emphasis on clarity is central to how the team operates. Most clients come to them following an accident, often unsure of the process and what support is available. Providing straightforward guidance early on, and maintaining that throughout the claim, is what builds trust.
Alongside client outcomes, Calum’s role is equally focused on the people delivering the work. Maintaining strong performance while ensuring the team feels supported is one of the ongoing challenges of leadership.
“You have to deliver commercially, but not at the expense of your people. If your team is supported and developing, you’re in a much stronger position to get the right results.”
That belief in development has been a constant throughout his time with the business. Starting the Scottish operation meant drawing on the experience of the Liverpool head office while building something locally that could stand on its own.
Watching that evolve into a well‑established and respected team has been one of his proudest moments.
“Seeing how the branch has grown into a strong, self‑sufficient operation is something I’m really proud of. It’s about what the team has achieved over time.”
Today, the Scottish team is known for delivering a reliable and efficient service, combining specialist legal knowledge with a practical, commercially aware approach. Straightforward cases are handled quickly and effectively, while more complex or sensitive matters are approached with the care and attention they require.
Looking ahead, Calum expects technology to play an increasingly visible role in how claims are managed, particularly as systems and processes continue to evolve.
“There’s definite potential in using technology to improve efficiency, especially with AI coming into the space. The priority is making sure it’s introduced properly, with the right checks in place, and that it supports rather than replaces good decision making.”
For him, progress in the sector isn’t just about speed or efficiency. It’s about maintaining the quality of service and ensuring the customer journey remains the priority, regardless of how processes change behind the scenes.
That perspective also shapes his advice to those starting out in the industry. Progress comes from taking opportunities and continuing to build on your strengths.
“Be confident in what you bring to the role, but keep pushing yourself to develop. That’s how you build a career in this space.”
Outside of work, Calum’s interests offer a contrast to the pace of the role, with music and drumming alongside sport, cooking and film providing a way to switch off.
As Carpenters Scotland continues to grow, the focus remains consistent. Build on strong foundations, understand the environment you're operating in, and keep delivering for clients who need clear advice and reassurance when it matters most.
