DLG Reviews 43

Absolutely HOPELESS, caused me nothing but trouble. They don't even deserve one star. I had to use them because of my insurance company but if I had a choice. Customer service just don't care. AVOID like the plague.

They do not even deserve 1 star review.

Disgusting way to deal with customers. I have had a RTA over 10 YEARS AGO and I have still to get to an end. Communication has been basically nil and have had 3 solicitor changes over the years, 1 more ignorant than the other. I honestly do not understand what they are getting paid for. I have already said I will go to another firm for neglect as it is evident they have no interest in their customers.

Absolutely shameful and not helpful.at all.

AVOID AT ALL COSTS!!!!!!!!!!

I would like to thank Melissa Sanders, and the team at DLG Legal Services, for all their help and support with my injury claim. Although it has been a long process, you guided me through it, which I really appreciated. I would like to wish you all the best for the future xx

Emma Simnett has been absolutely amazing throughout my personal injury claim. Had accident at work Dec 22, just settled out of court March 25. These things take time to resolve.
Always very helpful and replied immediately if i had any queries.
Highly recommended company.
Thank you Emma

Almost 4 and a half years after my RTA which was 100% non fault and liability was accepted by the other party I am still waiting for settlement even though I accepted a part 36 offer What I find even more worrying is that I received someone else's file and a offer letter and it was word for word the same as mine only different figures !! It seems that they could be using a template and just adjusting figures

it was so easy ,no problems everything went smooth,very polite and understanding

Despite my faith in DLG Legal Services' capability and professionalism, my experience has been starkly disappointing. The unfolding events have left me grappling with unanticipated financial burdens—a direct outcome of their handling (or lack thereof) of my situation.

My attempts to communicate and resolve these issues through the appropriate channels have been met with silence. I outlined my concerns in accordance with their complaints policy, expecting the promised follow-up within three days. Regrettably, this assurance has not materialised. Not once but repeatedly, my efforts to initiate communication from DLG, starting from 17th February 2025 writing emails and reaching out to the specific solicitor assigned to my case and the complaint department, have been entirely ignored. This repeated lack of response has left me feeling frustrated and helpless.

My concerns escalated in October 2024. The silence has been both confounding and distressing, especially after I received specific verbal reassurances from a staff member on the 17th February 2025. My reliance on their word has only led to further disappointment.

I have also informed my insurance company Churchill and DLG Legal Services, directly of my grievances and warned of my intention to escalate the matter should it remain unaddressed. Sadly, these warnings, much like my other communications, have been met with an unsettling quiet.

Through this platform, I am seeking to amplify my concerns. It is my hope that sharing my experience on Trustpilot will prompt a much-needed response from DLG Legal Services to engage with me directly and address the issues at hand promptly.

Time is a precious commodity, and the lack of acknowledgement thus far not only compounds the financial strain I am under but also signifies a disregard for client welfare and professional accountability.

Avoid at all cost awful company to deal
Very rude,dismissive
I’ve had to make my own records and record calls as this company is not transparent
I have also taken my case to the ombudsman and I can honestly say they totally agreed with me and I won the complaints case against this company

Considering all the negative reviews am surprised no one is addressing them all but I surpose it’s just like the poor service with no communication so am guessing why would this be any different

DLG Legal Services are owned by Direct Line group who also own
Churchill Insurance
Direct Line
Churchill
Green Flag
Privilege
Darwin
DLG Auto Services
DLG Legal Services

As other reviews state they are incompetent as the very least. Why would anyone believe that the legal cover they purchased as part of their home insurance be independent??

I have submitted a freedom of information request through the ICO, but not expecting a response in the required timeframe

If I could give 0 then I would. Incompetent, and everything they provide is incorrect, don’t communicate EVER. Don’t use this service. You will regret it.

If I could give 0 stars I would. Avoid this coming at all costs!!!
Rude and no communication at all the customer services I’ve received is shocking and unacceptable that I actually paid for this!!!!
I had 1 email and 1 call which was to close case other than that I didn’t hear from them and if I chased I’d get rude comments
I’d stay clear in future…….
My case is now with legal ombudsman

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, Case handler: Lauren Hutchinson, LS06

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,

Just finished a Personal injury claim with DLG who were assigned as part of my car legal motor insurance for car accident back in April 2022. It’s taken ages to work its way through the system , which is not fault of DLG, but we got there in the end. Michael who was assigned was professional, friendly , explained all the steps , why’s and always got back to me promptly when I asked for an update on the status , waiting time , or anything. Great service . Thank you

My wife has an injury claim through DLG since last year. Progress and communications are grossly inadequate. Supposed to get a monthly update but haven't heard anything since June, now the case handler has changed again no notification of this no introduction to the person only found out by chance logging onto the black hole portal, emailed them 2 days ago waiting a response.

I HOPE I CAN GET MY MONEY SOON, AND INTEREST OVER TWO YRS, AS I AM OVER 80, STILL WAITING FROM MAY 2022,HAVE MOVED FROM DIRECT LINE,AND GONE TO A COMPANY WHICH HAS ENGLISH INSURANCE,,

Pleasant, stressless experience
Concise

Absolutely a shambles of a place .... they have case workers who cant even speak english properly in middle of s.africa or India on slave labour wages... they dont care at all.... u get passed around from person to person. Would DEFINITELY NOT USE THEM OR RECOMMEND ANYONE TO USE THESE SCAMMERS!

Michael Heanue who dealt with my claim did a fantastic job.All emails were answered within a day. All phone calls were answered promptly. He is a credit to your company. Please pass my thanks on to Michael.....Robert Francis

Awful company to deal with, only went with this company as had legal cover under my Churchill house insurance would of been better to of paid a solicitor the case it happened in October was straight forward I was getting something out of my boot and a delivery van reversed back into my car knocking me out and pushing me under my own car the driver of the van admitted lability i had a witness and the police were called, no response to emails, no help or advice given at all the amount they said I could claim is ridiculous in comparison to other people , one person I know with a very similar claim his accident was in February has a fantastic solicitor that has helped and advised all the way through his claim to ensure he reserves a reasonable amount, arranged x ray scans e.t.c and worked for him , me I have no confidence in DLG they do not work in your best interests want to pay out as little as possible, want you to sign a form to take a lesser amount without the other insurance making a offer first, these are call handlers not solicitors , the last email I received said they would contact me on Monday 19th September to date nothing , DO NOT USE THIS COMPANY, I will now take this forward to someone else in authority to look into and the Ombudsman to advise as I feel I have been paying an insurance for nothing as not solicitors as I thought.

Had an injury rtc in which l was a passenger, both vehicles involved written off (other party admitted liability) utilised dlg legal services to recoup financial losses. Found this firm combative in approach, basically lacking in any sound advice or help. I would suggest that if you are sent any forms asking for your signature / settlement that you seek legal advice from another firm first, as l feel this firm do not provide an adequate service.