Geoffrey Cowburn

Dec 6, 2024

Experience with DLG in dealing with a personal accident claim

In June 2019 I was involved in an accident which prompted me to invoke a personal accident claim, through my house and contents insurance company, against a third party. My insurance company referred me to DLG, as their default legal firm, to deal with the claim. Initially communication with DLG was satisfactory but as time passed communication between myself and a variety of handlers became poor to a point where no representatives of DLG responded to my emails or telephone calls. Eventually, in desperation, I sent a letter to the Complaints Manager at DLG and copied it to my current handler. Within days the Complaints Manager contacted me to apologise for the poor service and assured me that she would look into the matter. Shortly afterwards a Solicitor was appointed to deal with my claim and there was an immediate improvement in communication and action. Regrettably this Solicitor was taken ill and my claim was handed over to another Solicitor to take forward. Ms Rushi Fowle was appointed to deal specifically with my claim which initially meant reviewing the information available from the time of the accident to the present. Rushi immediately put me at ease with her calm and caring approach. I am in my 83rd year and this was the first time in my life that I had been involved with the legal business of seeking compensation for an accident. It was unknown territory. Rushi recognised this and explained the intricacies involved in my claim and patiently guided me through the process. During the time that Rushi has been involved with my case she has been professional, polite, sympathetic, considerate and made me feel that she personally cared about the outcome. She reported back speedily, kept me aware of developments and communicated effectively. I could not have wished for a better person to represent my case and would strongly recommend her to future clients. I am indebted to her for a successful outcome to my claim.