DLG LEGAL SERVICES LIMITED

I had an accident on 3rd November 2022 when a van went into the drivers side of my car, writing my car off. I had a medical in April 2023 who advised treatment for my lower back. My colleague, who was a passanger in the car, was also advised treatment by another medical company, which was swiftly organised. He concluded treatment by July 2023 and also received compensation. I, however, am still waiting for any treatment, even following a second medical in January 2024, with an orthopedic surgeon, who advised treatment. I have just been told my case handler (3rd one) has left DLG and I've been allocated to another person. I was only advised this after telephoning due to radio silence again since April. Shockingly poor service, terrible communication and no action. I am Head of Service Delivery in my job, and would be appalled if this is the level of service my team were providing. I am left in pain, and having to chase for treatment which two independent medical professionals have advised. If your car insurers use this company, I would suggest asking for an alternative. This has caused more stress and upset than necessary. UPDATE: As advised by a response on here, I emailed DLG Legal on the 10th June and have heard nothing. What a surprise! Back to chasing for an update.....

DLG Legal Services has been absolutely fantastic. Maryam Farhan Quddusi was very professional and I have had regular updates. Would highly recommend Maryam and her team.

I have recently had a phone call regarding an accident I was involved in. Nana was very helpful and considerate throughout the call. Many thanks for your help and support

We had quite a complex time which took nearly 4 years to resolve. There are so many people in this company who dont know how to speak to people, dont understand empathy and even some of the people in South Africa who dont understand the British legal system. Our case was finally transferred to an amazing solicitor earlier this year in Ruchi, she took the time to fully review the case, she took the time to understand my wife, how the accident had impacted her and for the first time in 4 years we had someone who actually asked how my wife wanted to move forwards and what her end goal was. She then acted on those instructions, communicated frequently ( we spoke to Ruchi more in 3 months than we did to the rest of the company in nearly 4 years) Ruchi was extremely pro active in communication but also answered the phone every time we called her ( in comparison to hundreds of un returned calls to her predecessor) We had total confidence in Ruchi from day one, once shed understood my wifes end goals she had an honest conversation with us to accurately set our expectations compared to the wild numbers thrown out by her colleagues. She gave advice without being asked and was extremely professional. I'm not sure id ever use DLG for anything again but if i was guaranteed Ruchi was running the case i wouldn't think twice - She is amazing and DLG are extremely lucky to have her. DLG should use her as an example and train the rest of their staff in her mould.

DLG Legal Services act on behalf of Direct Line who referred my claim to them regarding damage to my car when I was stationery in a country road when horses rode past me scraping all down the side of my vehicle. As a previous crash investigator I supplied them with a wealth of evidence including photographs , measurement and Plan of the scene. I also supplied relevant paragraphs of the Highway code. The review of the evidence was very superficial, they clearly had not reviewed the evidence and chose to ignore the Highway code. Unfortunately Direct Line choose such a company. One of the most important aspects of choosing an insurance company is how claims are settled. I would not employ this company neither would I now insure with direct line.

I was assigned to Janet B for my claim (my accident in 2021). It's been a long 3 years (due to the other side being slow and unwilling to cooperate) but we finally got the result we wanted! Janet is friendly and patient. She always updated me and I was reminded to feel free to contact her if I didn't understand anything along the process. I also used DLG Legal Services in 2018 for my first car accident claim too and they were great then. I can't remember who was assigned to my case but the customer service and support was outstanding then and now to this day. I would definitely recommend their services and I would use them again. Thank you Janet and DLG Legal Services again! :)

Still waiting on multi track team to take on my case, DLG have delayed and delayed my case for a car accident which will hit its 4th anniversary in June , third party admitted liability in 48 hours, delays and delays to medical reports inactivity more inactivity, thought we’d got there at last, final medical treatment finished in January 2024, I was given a timescale for settlement but it’s clear my sixth (maybe seventh) claims handler knew it would go to a back office specialist team but string me along, they use a South African work force and contact is difficult , forever chasing and updates are always “no change” I just want to put a line under this case , Why is the process so difficult , the worst company I have ever dealt with

I was very disappointed with DLG Legal Service's previous solicitor provided to me. He was then replaced with Maryam (Farhan-Quddusi) who has been nothing but very professional, helpful & accommodating. Due to my circumstances over the last year I would like to thank Maryam for her patience in helping me achieved a final settlement.

Ben at DLG dealt with a claim that was raised against me following a no fault collision. The communication and feedback was always excellent and I was kept fully up to speed with the process from start right up until completion, with a positive outcome. First class service.

Do not use. I wish to give zero but there is no option. After a year of sheer hell with DLG, I have decided to assign my own solicitor. I was referred by Churchill, due to a car accident which was not my fault. Third party admitted liability straight away. I was hit by an insured driver, driving recklessly, of whom rolled me over 360 degrees. The driver did not turn up to court and there is a warrant out for his arrest. This has caused injury and terrible anxiety when now driving. My injury has stopped me from doing what was normal.in my day to day life. DLG do not respond to emails, or if they do it is weeks, sometimes months later. My case handler tried to blame me for not notifying her that the third party had not emailed regarding one to one physiotherapy. I could go on and on but it would be reels and reels of information. My case handler has now come back with the most ridiculous offer, that it has physically made me feel ill. I am seeking a second opinion and then taking DLG to the Ombudsman. Seriously DO NOT USE!! There has been so many errors it is absolutely unbelievable. I honestly do not know how they are still operating . Update, I tried to respond to DLG Service, at their request through trustpilot within the 10 day deadline. For some reason, I can not and its only been 7 days. Ref DLGLS/734518/20/GB

Everything has been completed in a timely manner and I have had regular updates.

Scott was very clear with all instructions and took time to walk me through my options and the information provided to me.

This review is for Maniza who went above and beyond to help me reach a settlement. My case has dragged on for nearly 5 years, the previous solicitor of DLG was not very helpful at all. Since Maniza picked up the case she has done her utmost to sort it out for me knowing how stressed I was about it. This review is a thank you to her.

Wife was run into while stationary, from behind whilst waiting to turn right, injured, October 23. Quite straightforward, Vehicle loss paid out within weeks by insurance, not so with injury claim dealt with by DLG Legal. 6 months later, thier solicitors have lost paperwork and documents, have been unable to analyse medical reports and verify them with the issuing authorities, constantly asking us for 'further information' which we have already provided. This firm has caused us great stress and has been a nightmare experience for us. Pat and Paul Campbell. Liverpool.

Scott called between the times they confirmed they were going to call, was very helpful, polite and patient. He answered all the questions I had, and was great at explaining how the process worked leaving me feeling reassured.

Nana was very helpful and understanding of my situation- thank you!

Maryam was really helpful, she kept me informed throughout my claim and got a favourable result.

The call handler was informative and I had the feeling she listened well

DLG are unable to respond to emails or reply to phone calls. Complaints unanswered by team leaders. They are incompetent on every level. Reported to the ombudsman. Reply from complaints team basically: yes we know we have failed no report on how they will improve or deal with the situation. It took 2 claim handler 1st Steven extremely rude and 2md Vikki polite but unable to respond or call you back to get what should have been and simple claim processed. It took nearly 3 years of being stringed along by them to get a measly payout. This company need full investigation. Avoid at all cost. Shut DLG down.

Since Ali Emran took over my case he kept me informed of all the details, the case came to a quick conclusion which is what I wanted. Thanks for your effort.