My family’s experience with Lyons Davidson, specifically with Emily Baker at the Bristol branch, who handled my mother’s accident claim has been one of the most exhausting, stressful, and deeply disappointing experiences we’ve ever had.
My mother was in a horrible car accident in January. Her car was a complete write-off. She was left bruised from head to toe, suffering with whiplash, severe anxiety, and months of being unable to get into a car without panic. The ambulance team said she was absolutely lucky to come out of that with the injuries she obtained. She was bed bound for weeks and had to start therapy just to feel safe again. We trusted this firm to manage her claim professionally, communicate with the other side, and support her through an already traumatic time.
To start with there was no client care letter, to introduce herself and the firm to ourselves and the next steps. It was our first time going through something like this so we had no idea what was going on.
LV Insurance uses this firm, and if we had been given the option to choose a different one, we absolutely would have.
Instead, what we received was poor service, no compassion, no communication, and a constant feeling that our case simply didn’t matter.
Communication was almost non-existent
I handled everything from day one. Every message I sent felt like talking to a robot. She would not explain the next steps unless i asked her. There was no empathy, no genuine concern, just scripted replies that often didn’t answer the questions we specifically asked.
They claim to respond within 5 working days, yet replies consistently arrived on the fifth day or later and even then, they were short, dismissive, and unhelpful. Phone calls were basically impossible. Emily was never available, and we never received any real updates unless we chased them ourselves.
We even had to obtain paperwork that the GP clearly stated the solicitors should have requested. It genuinely felt like I was doing their job for them.
The medical assessment was insulting they sent my mother to one of their “specialists,” and I attended the appointment with her. The doctor spent no more than 10 minutes with her. He barely looked at her injuries, didn’t examine her properly, and relied on a tick-sheet form rather than an actual medical evaluation.
This was two months after the accident and bruising was still visible. Now, 11 months later, she is still in pain and still receiving physio. Yet the medical report they used did not reflect her real condition at all.
To make matters worse, they refused to accept medication her GP prescribed specifically because of injuries from the accident. She had never taken morphine in her life, but due to her pain, her GP prescribed it. According to their “team,” this didn’t count as accident-related. The entire medical process felt lazy, dismissive, and unprofessional.
Everything took far longer than it should have. What should have been a straightforward case dragged on for almost a year, only to result in a minimal claim, nowhere near what would reflect her ongoing symptoms and the suffering she’s endured.
At a certain point, it wasn’t even about the money. It was about the way we were treated. Like an inconvenience rather than a family dealing with trauma.
We received no guidance, no reassurance, and no sense that anyone cared. For a firm that deals with vulnerable clients, their bedside manner is practically non-existent.
This experience added stress, anxiety, and financial hardship for my mother, myself, and my brother. Instead of helping her recover and move forward, this process kept reopening the wound over and over again.
I even filed a complaint about Emily during the process and that was disregarded. What should've taken 10 working day's to resolve, took a month for it to end up being pointless. Was also not informed when she was on holiday so im waiting for replies and theres nothing coming back to us. And to top it all off, when the claim was finally (and abruptly) closed, I received an automated email saying payment had been made and asking us to leave a review so she could potentially receive a voucher or be nominated for employee of the month. After everything we’ve been through, that felt like a slap in the face and just something to laugh at. Shows that at the end of the day, she still didn't have the decency to send an actual message in the portal to me.
In summary
• Poor communication
• Robotic, generic responses
• Long delays with no explanation
• Questions ignored
• Rushed, inadequate medical assessment
• Failure to work with the GP properly
• Zero empathy or professionalism
• Minimal claim outcome after nearly a year
I would strongly advise anyone considering Lyons Davidson especially if your case is assigned to Emily Baker to look elsewhere. There are firms that communicate, show compassion, and actually fight for their clients. Sadly, that was not our experience at all.
