MSL Avis 

Absolutely disgraceful company. DCL used this despicable company they will do anything and everything to stop the hire vehicle claim to go through. The had a witness statement stating that the other party was at fault yet they still don’t know if we would ‘win’ the claim. They ask for account details, account numbers which is so dodgy. Do not insure with DCL if you don’t want to deal with this incompetent company!

MSL were first point of contact after I had been in a non fault accident. First person I dealt with was Noor and I couldn’t fault her. She was lovely and helpful. From there it went down hill. The legal team they passed me to at Pablo and Pablo refused to take on my personal injury claim even though I had legal cover. After arguing they said if I allowed them access to my medical records first they would decide if they would take the case. Now I know as part of a claim access would be needed but not in advance in the hopes they would take it on. I got my own solicitor instead. Next is the courtesy car they dropped off for me. I was told when they drop it off proof of ID and my driving licence would be needed but because they got they day wrong and it suited them they dropped it off in the car park where I live and posted the keys through the letter box. The car itself is disgraceful. Clutch doesn’t bite till it’s at the top and still the car fights to move. The rear view mirror makes me feel like I’m tripping because it’s like looking in a magnifying glass and seeing double. Speed is measuring in kmph but because the Instructions on the dash to programme everything is in a foreign language I don’t know how to change it. Given that I’m a driving instructor this is not the best but they can’t get me another dual controlled vehicle so I’m left having to cancel lessons until mine is repaired. Wish I had just gone straight through a solicitor from the onset. I will be logging a formal complaint with both my insurer and MSL.

Another 1 star rating to add to the list!
Msl are shocking, they are more concerned about recouping their highly inflated costs for the replacement hire car than claiming back my losses!
Due to their incompetence I had a hire car (dual controlled) for 7 weeks, the invoice for this car was£10,500!!. This included £2,600 for the delivery and collection. They forced me to accept a lower offer for my written off car stating that the 3rd party insurer will contest paying for the hire car much longer and liability will remain with me. They have under valued my loss of earnings and said that I cannot claim for other valid losses. I am at present about £4000 out of pocket with no end in site of settlement. The 3rd party insurer want to go to court to contest the cost of the claim. Frankly I don’t blame them, £10500 for hire car fees, it was a shitty car at that!
I am currently checking any other options open to me as MSL are shocking

I am extremely disappointed with the way my claim has been handled by MSL.

I was involved in an accident on 30 June and, despite being promised a replacement vehicle on multiple occasions, I have still been left without one. As a self-employed chauffeur, being without a vehicle means I have been unable to work, resulting in a significant loss of earnings and leaving me struggling to pay my bills.

Communication has been poor throughout. I have repeatedly chased for updates, submitted a formal complaint, and have continued to receive promises that have not been fulfilled.

I appreciate that accidents can take time to deal with, but repeatedly promising a replacement vehicle and then failing to provide one is unacceptable. The financial and emotional impact this has had has been considerable.

I sincerely hope MSL addresses this matter urgently and improves the way it communicates with customers in similar situations.

Had an accident on 25th June 2026
And now it is 6th of July
I still haven’t received a curtesy car due to having a shortage on cars hahahahaha
Also they are telling me to wait another week shocking.
I will be withdrawing my claim as they are not worth the headache also anyone reading this can do the same please take it elsewhere save yourselves the stress

Horrible
Usles
Horrible
Usles
Horrible experience with all they requirements.
And yes I possible could understand that .
Yet if you pay for fault or non fault curtesy car cover you don't want to wait 48hr for them to sort liability?
Why would they as you paid for both?
Anyway my car was stationary in traffic than hit by 3th party running away police chase.
So nothing we could do as impact come from centre of road and he wedged between my car and few other...
Ok
So it wasn't clearly our fault.
Yet they say they have to sort liability first.
Why ?
Aa If that would be my fault they will still take money from my insurance.

Usles
Not helpful
Loads of rubbish requirements.

And yes im not happy with MSL company their rouls of running business.
Not the poor employee working on phone lines.
As the sadly have to falow company guidelines.

So
Don't
Use MSL Legal Services.
Unless you wish to be stuck.
Without help.
Horrible and
Usles once more

A terrivle company they will try everyway they can to not pay you even the petty fèes.
They allocate you jobs then say they did not want you to complete them so wont pay.
Expect you to help them when they are desperate and then wont pay you
Dont bother

Terrible , they don’t like it if you don’t use them for personal injury claims , they blank you don’t help claiming back any loses , I was left out of pocket over £600 because they decided without telling me not to claim anything back .
AVOID THESE CLOWNS

DONT TRUST THEM SIMPLE

I would have given not even one star but they are lucky to get that do not ever use MSL they here to just make money no professional at all no communication with each other they just want to give you the replacement car so they can charge insurance company ridiculous amount before you sign anything within look at the cost of charging your insurance company for the replacement car absolutely rubbish and in the last day I did not even receive my car back and they want to take it back because so they give it to the next Customer and Charge ridiculous same amount for drop-off and collection charges and admin fees to your insurance company should do read the contract they sent you over before taking the car because end of the day your insurance company is paying, but the effects are coming on you

Horrendous experience. The whole process is aimed purely at making the most money possible from the third party insurer using you and your non fault claim as a means to do so.
I'm a driving instructor and when I received the hire car I had to spend 90 minutes cleaning the interior to make it anywhere near presentable and spray a lot of Febreeze to try to get rid of the smell of cigarettes. The rear windscreen wiper was also hanging off. All this was reported and I got no more than a "Sorry, it won't happen again" - fat lot of use that was.
Because of the ridiculously high charges for the hire car, the third party insurer refused to pay leaving me with having to pay almost £6K for a month's use of the car as I'd entered a credit agreement. Thankfully threats of court action pushed the other insurer to agree to settle but not before six months of stress and anxiety at the prospect of being lumbered with the bill myself. It's now been over a year since the collision and I still don't have my excess or loss of earnings paid back to me.
I will never use MSL as my legal cover again and I urge anybody thinking of using them to look at alternative options if involved in a non fault claim (Use your actual insurer).
Hands down the worst business I've ever dealt with.

It’s been almost a year and a half since MSL Recoveries took on my case and I still have no idea where I stand. Their communication is beyond appalling – I had to chase them every single day, sometimes calling twice a day just to get a vague “someone will get back to you” response. Spoiler alert: they rarely, if ever, do.
It took them over a MONTH to provide me with a courtesy car – something that should be arranged immediately after an accident. And even that only happened because I practically harassed them with daily phone calls.
Now they respond to emails maybe once a month – always on a Friday evening, just before the weekend, which is clearly a tactic to avoid any follow-up questions or actual interaction. It's insulting and shows complete disregard for their clients.
It honestly feels like they’re deliberately dragging out the process in the hope that the client gives up, so they can pocket the money themselves. This is not just bad service – it borders on unethical.
They are disorganized, unresponsive, and give you the impression that your case is sitting forgotten at the bottom of some drawer. No updates, no accountability, no sense of urgency. Just pure frustration and wasted time.
MSL Recoveries operates like they don’t care about people – only profit. I wouldn't trust them to handle a parking ticket, let alone a serious insurance claim.
DO NOT USE THIS COMPANY – YOU WILL REGRET IT.

Awful experience and only used them for 24 hours. Was passed over to MSL from my insurance company but their communication skills are awful. They promise you the world on the first call yet never return any calls after that and deny all knowledge of what their colleagues promise. When asked if there was no one else who could help I was told "probably not, no".

In the end I was able to cancel before accepting delivery of the hire car and I have gone with the third party insurance company and allowed them to handle my claim as their customer has admitted full responsibility. While waiting for MSL to get back to me the third party insurance company had arranged a hire car, collection of my damaged vehicle, confirmed repair details and told me how to claim by out of pocket and loss of earnings.

The third party insurers said it's better for them to deal directly as the claims management companies will only ever look after themselves and heavily inflate the prices.

So its a win win all round, I'm happy and so are the third part insurers not having to deal with these claim management companies either.

Their practices really need looking into as all they are concerned about is sending you a hire car at three times the market price, adding on all their admin fees and they don't really care about you the customer!

Best avoid MSL if you want any sort of customer service.

I read the reviews on here and google after I was referred to them by my insurance company and was lucky enough to get out before I had committed.

****

As per your reply, my reference is 2402877 however im sure you could have searched my name rather than a generic response.

So far a rating of 1
As a driving instructor MSL are my legals and break down cover ( this is worrying no) none fault accident lovely initial contact but only interested really in setting up my hire vehicle and getting my card details , I didn’t need a hire vehicle but was pushed and told they would need to search all my bank accounts( for what reason it’s none if there business ) and took a card number , so glad I didn’t follow through and said I’d sort out at a later date , then changed my bank card , they never respond to emails don’t admit they are legal representatives, I’m chasing my £250 excess in a none fault accident , they are waiting 3rd party! ; I think I’ve got off lightly compared to others I hold out no hope , does the Recovery Team actually exist I’m going to ring again tomorrow

I consider your handling of this matter unprofessional and biased

My father got involved in a accident. Where he got hit from the back. A straightforward non fault accident.

Car has been collected and no courtesy cars have been provided. They proposed to provide a 9 seater mini bus for the hire car. When my dad's car is a 7 seater 4x4. Completely ridiculous.

When speaking to the phone with them, all you get is agitation and annoyance. Please in the future when you get involved in a accident, and your insurance company forwards your details to these bunch. DO NOT ACCEPT AND GO VIA ANOTHER ACCIDENT CLAIMS. I WISH I READ THE REVIEWS BEFORE GOING WITH THESE NEGLIGENT BUNCH!

Worse company to speak to ever, patronising on thenojone, not helpful.. Have to repeat myself 5 times.. If i could give them 0 stars i would

Failed to provide a hire car for me failed to make cash payments alternative. Deliberately delay the process. Every time I called them they make an excuse and make me wait for their call but they never called

Appauling company. They've been dealing with a non fault crash after my insurance company passed me over to them. they have lied to me on numerous occassions, they have told me that they can't pay back my excess as the 3rd party are holding me responsible, they then did a credit search looking for my bank accounts and claimed that I was responsible for the hire car costs as i was being held at fault by the 3rd party, all this while knowing the claim had been settled 2 months previously, it was an attempt to obtain money by deception. I asked my call handler James Everett a direct question as to whether they we regulated by the Finacial Ombusdman he clearly stated 'no', yes I've checked they are, luckily this was all recorded and will be passed to the appropriate authorities. Throughout it has been a terrible experience even my insurance company stated they had screwed me over. I've got 13 messages they have never bothered responding back to. They stated that on 27th nov I signed a hire agreement however I this was never done as the agreement had 6 extra days added to it so looks like my signature has also been forged. 5 months on I've not seen a single penny back from them despite the claim being settled.Next step is finacial ombudsman and fraud squad.
Do not use this company run a mile and find another, just check out their feedback 90% have given them 1 star review but hey check out their website and they'll claim 4.6 stars

I had an accident in January 2024 which was a non fault. My insurance company forwarded me to MSL claims for a courtesy car and loss of earnings. MSL
Could not provide me with a taxi plated vehicle so they provided me with a courtesy car which I can’t go to work in
Because it’s not taxi plated.

MSL then tried to claim my loss of earnings from third party insurance
and MSL worked a figure of £3500
For up to 46 days. After that the figure of loss of earnings dropped down to £1956
as the MSL staff made an error and from there the loss of earnings dropped down
to a figure of £825 Pounds as MSL explained to me that’s what I am entitled to and after all this they paid a cheque of £425pounds for 46 day’s. The cheque was paid in December 2024 so it almost took a year. MSL requested for me forward all the proof of the individuals Jobs I did at work from October 2023 up January 2024 and my bank statements my tax returns up to 3 years so I sent them up to 600 emails. I had to ring MSL
Every other day for the update of my claim and I had gone through the whole department as MSL recoveries kept forwarding me to different colleagues.

The colleagues I spoke to was tori,Dillon,
Liam(manager) moonyeen, Lauren, Ronan
and many more.

Some of the staff were good like ronan,Lauren,tori but some of the staff were horrible, customer service was poor
Very bad attitude and they were lying alot aswell and the stress and anxiety they gave me I have never experienced in my life.

Some of the staff in MSL recoveries are very unprofessional and rude they just don’t care. They have hung the phone up
On me several times.

After MSL dealing with my claim for 1 year from a figure of £3500 to getting paid £425pounds for 46 days was very very upsetting and I spent a whole year chasing my claim up.

I would never use MSL again and wouldn’t recommend anyone to use them.

They don’t care