DLG LEGAL SERVICES LIMITED

In September 2023 I made a claim for legal expenses cover and my employment tribunal case was handed to DLG legal services. They informed me it would take 10 working days to evaluate my claim, however it took 5 weeks. They decided my claim did not meet the merits test, so I progressed tribunal proceedings on my own and managed to get my case listed for a final hearing, so I reapproached my insurance company and they sent my file back to DLG. The claims handler was very unresponsive, and wishy washy with her replies. She indicated that a barrister *may* be instructed. After waiting 8 WEEKS I finally found out on Friday that due to “internal processes, internal delays, and difficulties finding a barrister” that nobody had began to assess my claim. The delays have meant that I’ve had to file a multitude of documents on my own, which I was not confident doing, including a strike out application that has probably been done incorrectly. I understand that 1300 pages of documents is a lot to evaluate, but 8 weeks does take the biscuit! Needless to say I’ve swapped firms now!

If I could give DLG Legal Services no stars then I would. I was involved in a RTA and from the very start the other driver admitted liability. It should have been relatively easy to settle however DLG managed to drag it out for nearly 3 years. The first two years I dealt with someone in South Africa who continually gave me wrong information and had to backtrack repeatedly. Eventually my claim was handled by the team in England but that no better until I strenuously complained and was given an interim payment which I should have received a year ago as DLG had received this from the other side. Even after that I have had to call and email continuously to try to get information. Eventually it went to court however I was awarded a lot less than the the claims handler had said the claim was worth. They eventually paid me out however it was £100 less than they had said I would be getting which was sent to me by email. When I questioned this they said it was an arrive in the email and the correct amount was sent to me. Absolutely dreadful experience and one I will never repeat. Should I ever need help with a personal injury claim again I will NOT be using DLG Legal. I am now going to complain to Direct Line Insurance about them.

Absolutely appalled, I was supposed to hear advise from DLG legal (cover provided through my Direct Line Insurance) about my case a week ago and have called and emailed on multiple occasions. I have just been told my case worker is ill and a new case worker has not been assigned! I have recieved no legal advise and now I am in a situation where I am forced to take a settlement offer which is very low as I do not know if they will take my case. Their excuse is my case handler has been ill which is totally unacceptable!

Have to be honest I’d had a bit of a mixed bag with DLG over the last three years. There was a merger/restructure, and the size of my claim meant that I ended up being passed between departments. I needed someone to care about me and my case and provide that consistent support through to resolution. Fortunately, I was lucky to have Emran assigned to me for the last few months and he made everything so much simpler. I felt like he was genuinely invested in helping me and got things moving. He was professional, knowledgeable and he delivered on his promises. There were lots of moving parts to the claim and I think we built up a mutual respect and understanding over what was needed to progress things, and because I understood, I was able to help unstick some of those parts more quickly. I accepted an offer, which I was happy with and I can now finally put it all behind me. Thanks, Emran!!

Everything was dealt with professionally by Maryam Farhan-Quddusi who kept me informed of progress throughout the whole process. I am very happy with the settlement, however the process did take three years to come to a conclusion.

I contacted Direct Line's legal services, who put me through to DLG's receptionist. She did not know what a tort was, and could not get a lawyer to call me for a week. Even though Direct Line advertise a 24/7 service. Crazily, she told me to call the same number and get through to a rival company who covered the night shift. They are called Arc Legal Services, who got me right within an hour. So why can't DLG do the same? I would not trust DLG to tie my shoe laces. But thank you Arc Legal Services, for proving to the other shower how to do customer service.

I’d like to say a big thank you to Lucy Flynn of DLG Legal Services. Following a lengthy claims process covering three years I was finally assigned Lucy as my lawyer and claims handler. Lucy is extremely knowledgeable and professional, she is warm and gives a sense of pride in her work and really caring about her clients. She has explained the claims process, times scales etc, in detail and in an understandable way without all the legal jargon which has helped to reduce anxiety and to feel supported through the claims process. I would highly recommend Lucy Flynn if you’re having your accident claim handled by DLG, she is a credit to her profession and to the company. Thank you Lucy.

I had used DLG previously for a successful tribunal case and they were very good. They have just represented me in an injury claim and found them disappointing. In 3 years I had 2 different claim handlers who made no progress in that time with poor communication. Recently my claim was taken over by Emma Simnett who was excellent and settled my claim in just a few months. If you were to use this side of DLG I would highly recommend Emma, who was professional, friendly and regularly kept me up to date and successfully negotiated my claim settlement.

It was an absolute pleasure for Maryam Farhan-Quddusi to deal with my claim. From start to finish, she kept me updated at regular intervals and got my appointments sorted out promptly. I can’t thank Maryam enough for getting a resolution to my claim. I would highly recommend Maryam to anybody dealing with a claim. She is a great asset to DLG Legal Services.

I found Newarun Nessa a very pleasant and professional lady to speak with, she explained very clearly what the next steps are. Thank you .

They constantly kept me updated about my case. Replied promptly with any questions. Very good service.

A massive thank you to emran ali who helped me understand the complexity of my case over the last few weeks and finally closed with a settlement that I accepted.a long 3 years but well done emran and your team

Dear DLG LEGAL SERVICES Team, I am writing to express my deep dissatisfaction with the handling of my case, particularly regarding the complete lack of follow-up from your team. - Case reference: LS06/02679933/1 Despite my previous efforts to reach out and request updates, I have received no meaningful communication or progress on my claim. This level of service is far below what I would expect from a reputable insurance provider, and it is causing unnecessary stress and inconvenience. It is unacceptable that I should have to chase for basic information on a matter that is already causing considerable disruption. I trust that this is not reflective of the standards DLG LEGAL SERVICES prides itself on. I would appreciate it if this issue could be rectified immediately. Please ensure that someone from your team contacts me without delay to provide a full update on my case and the steps being taken to resolve it. Should I fail to receive a response within 48 hours, I will have no choice but to escalate this matter through formal channels. I look forward to your prompt and appropriate response. Yours sincerely,

This is our experience with DLG, shame there is not a zero star option. In October 2021 my wife had the misfortune to trip in a pot hole in the road, the fall resulted in her losing 4 front teeth, cracking her upper jaw, various facial and bodily bruising, plus damaged phone and glasses. Her dentist suggested we make a claim against the council, as we had an insurance with Direct Line which covered personal injury, we contacted them, followed their procedure,s to have the case assessed and accepted by DLG. All went well initially, as we are dealing with historic facts which do not change. The council denied responsibility, but failed to provide any evidence, when they actually inspected the pothole and found it exceeded the acceptable limits it was repaired. Communication was all one way, DLG were not proactive or interested. After sitting on the case for nearly 2 years they wrote to inform us the case no longer stood a reasonable chance of success in court and was now being dropped, the reasons stated in their letter were untruths, not factual. Strange as all the facts of the case are historic and cannot be changed. DLG did not show any empathy with us about the far reaching effects this decision might have on us. Because of time limitations no win no fee solicitors would not accept the case, this seems rather convenient for the council as the case will never be tested, despite the evidence stacked against them. The only winners in this are DLG and the council. We have complained to DLG and they have admitted to bad service and offered compensation. We have asked the Legal Ombudsman to investigate our case which has now been completed, our case has been upheld and we have been advised to accept the offered compensation. In our opinion DLG have constructively taken away our chance of a court hearing, the compensation did not even cover our costs. We wonder who paid the compensation. Direct Line needs to look at DLG and it's shambolic performance,s as they endorse them it reflects directly on their credibility

Fantastic customer care. Laura was very thorough and easy to talk to. She ran through all the questions with care and made me feel at ease. Laura is a credit to the company.

I had a professional advisor who listened and was sympathetic and understanding to my experience. The meeting didn't feel rushed, it was all taken down and initiated very quickly. I was advised about the ongoing process.

Dreadful legal company, been waiting over 2 years for whip lash layout. Would avoid at all costs as they don’t seem interested in anything but stalling your case to gain as money from the legal fees. Communication is dreadful, get the occasionally email from they stating their still waiting for answers (presuming for everyone of these that get sent out they charge a fortune to the insures)

My 5 star review is for Maryam Farhan Quddusi I only got to speak to her at the end of my claim. I wish I had you at the beginning you got everything finished and sorted very quickly. Thank you.

Currently dealing with this company as part of a non fault car accident injury claim and to be honest it's so far been an absolute shambles, incorrect reporting of injuries even though I have it in black and white. Lost receipts for expenses even though already been uploaded twice. If this is the form offered through your insurance I would avoid at all costs.

My review relates to Ms. R. Fowle, of DLG. Ruchi was extremely helpful and helped me understand how my case would proceed and how long it would realistically take. She was always professional, sympathetic and kind, and I felt she personally cared about the outcome. I was able to make informed decisions with her advice. I felt I was very lucky to have Ruchi as my solicitor.