FREQUENTLY ASKED QUESTIONS
Before you contact us.
What should I send first?
Email the decision or complaint response, the date received, any deadline, a short timeline and the outcome you want. Do not send highly sensitive records until secure case access is issued.
Can you guarantee a result?
No. We can assess the evidence, policy and route, but no responsible adviser can guarantee another organisation's decision.
Do you provide legal representation?
We provide independent case, complaint and evidence support. If your matter requires a solicitor, barrister or regulated representative, we will tell you.
How are fees agreed?
Scope and cost are confirmed before substantive work starts. Defined pieces of work may be offered at a fixed fee.
What if my deadline is urgent?
State the exact deadline prominently in your email. Contacting us does not pause an appeal, court or statutory deadline.
How are documents handled?
Sensitive documents should be provided through the secure case system once access is issued, not through ordinary email.