DLG LEGAL SERVICES LIMITED Anmeldelser 

My accident happened in September 2023, and my case was finally resolved in May 2026.

Overall, the company did help me, and I appreciate that my case was brought to a conclusion. Mr Graham Dent handled my case and, in general, provided updates and kept me informed by email.

However, there were several moments that I found very disappointing.

Somewhere in November 2025 Mr Dent called me and spoke to me in a very unacceptable manner, saying that my case was going to court, that I was not available by phone, and that I needed to be reachable because I could potentially be called to court at very short notice. This was not accurate, and the tone of that conversation felt completely unnecessary and unjustified. In reality, we then waited many more months before the court process actually happened.

I had also clearly explained that I preferred communication by email and did not want phone calls, as email was the most convenient and reliable way for me to communicate.

Another issue was around the final payment. I was asked to provide a bank statement showing the address that was originally on the case file from 2023. But more than two and a half years had passed. During that time, my life had changed completely: the accident itself had a huge impact on me and my family and we changed our country of residence.

I understand that companies deal with many cases, documents and procedures, but from a client’s point of view, this was not just an admin process. This accident changed my life. When a case takes more than two years, I believe there should be more flexibility, empathy and a more personal approach, rather than making the final stages feel even more complicated.

Without these communication issues, my experience would have been much better. The company did help me in the end, and for that reason I am giving 4 stars out of 5. However, I do hope the company takes this feedback seriously and considers how important tone, empathy and personal communication are when dealing with people who have gone through life-changing accidents.

Stephanie was so professional, calm and reassuring and her attention to detail was amazing. What could have been a stressful experience was managed so well by her and i felt reassured in taking my claim further. Her breakdown of the evidence showed great insight and her advice going forward was so well considered.

Thank you Giles Robinson for taking on my case and getting excellent results with my claim. When I rang DLG to get some reassurance after having poor communication for 3 years with the lawyer on my case at the time and not getting any further forward. Giles immediately listened to my worries and set my mind at rest by saying he would take on my case as my present lawyer was unavailable to continue. After familiarising himself with all the information from the last 3 years, Giles kept me in touch with how he was proceeding and every time there was new information he would keep me updated. Giles’ continual support put my mind at ease throughout this time when he took on my case and I have now received my payout with great success all thanks to Giles’ hard work, care, and dedication to seeing it through to the end. Thank you Giles

I had a call from a lovely lady called Laura in relation to an insurance claim, and she made me feel very comfortable while speaking with her, while taking all the details required. It was a pleasure speaking with her—very open and down to earth.

My case handler, Emran Ali, was very professional and helpful throughout the claim. He gave timely updates to all enquiries and offered very good advice to all queries asked bringing the case to a successful close.

The service that I received from Emran at DGL Legal Services was second to none. He was always polite, courteous and available. Always taking time to explain every details and helping me to understand the options open to me. He is a very caring and understanding person who helped me with no bias in navigating a particular tiresome and lengthy legal process.
Thank you Emran.

I can't thank Stephanie Kempster at DLG enough. Stephanie provided fantastic support throughout a seemingly straightforward claim that became long drawn out and complicated 5yr ordeal. She was always on hand to support me and ensured that all details were covered. Am genuinely appreciative of her help through what became a rather odd experience overall!

Very thorough and great explanation of all the processes. Friendly and helpful.

Following an RTC in November 2021 where the other driver left the scene, leaving me with various injuries, I finally had the good news last week that my claim was settled. I had to go all the way to a court appearance to finally get this concluded.
Although there was some initial teething problems and I had a number of case handlers, I was eventually assigned Alice Robinson.
She has been ace throughout the process, keeping me updated, explaining my options and providing good sound advice. I cannot speak highly enough of her. The barrister appointed to my case was also excellent.
The only reason for the lower score/review was simply down to initial frustrations with case progression and the aforementioned issues with case handlers.
Great job Alice.. thank you 👍🏻

Chloe was excellent

Chloe has been really helpful it was a great service

Im the begining it was hard to get a response to what I was asking. Sometimes the case handler was getting back to myself about a week after the question I was asking. At the end of my claim she was getting back to me within the hour.

Laura was very considerate of my situation, took her time to go through everything thoroughly and was very accommodating.

It felt like the team had a lot demands on their time. That said they were empathetic, acted with integrity and sought to be timely. The service was at its best when urgent issues were handled promptly with phone calls, which helped me understand complex points of law and how best to approach them.

My Solicitor Elle Wan did an amazing job concluding a 4 year compensation claim after a car accident, her knowledge and support was invaluable

Elissa Stringfellow As been very helpful being my case handler always kept me update and answering me 50 millions questions as soon as she could would 100% recommend

My claim advisor has been understanding, shown great empathy with the challenges I faced and is knowledgeable and experienced. He worked hard to bring the claim to a conclusion that I was happy with and moved things forward in line with my wishes

Just want to say a huge thank you to Chloe Walker, she handled the case very well, and was really supportive throughout. She always kept me up to date, sent documents through that were easy to fill out, and was very professional at all times. Overall, I had a great experience with this company, and I felt at ease throughout the whole thing.

While I’ve already shared a positive review for a case handler who achieved more in one month than had been done in five years on my case, it’s only fair to address the other side of my experience.

Unfortunately, not all case handlers demonstrate the same level of professionalism when it comes to client care. While some may be strong on the legal side, clear communication, timely updates, and basic people skills are just as important—and in some cases, these have been seriously lacking.

I also encountered a call handler whose manner was dismissive and spoke over me, which made an already frustrating situation worse.

What’s particularly disappointing is the complaints process itself.

A team leader who was handling my complaint, did not provide the level of service expected. When clients raise concerns, they should feel heard, respected, and reassured that their feedback is being taken seriously. Clients should not have to repeatedly chase for a response or feel ignored. In my case, after three months of no response, I called to follow up and spoke to someone else and made it clear that my comments were confidential. However, this was not handled in confidence, and shortly afterwards I received an email from the team leader - raising concerns that my comments had been shared without my consent.

There is clearly a gap between the standard of service some individuals are capable of delivering and what is consistently being experienced. I hope this feedback is taken constructively, as there is significant room for improvement.