Help Centre

Communication

• My emails don't seem to be sending to my legal team — what should I do?
• What does it mean when my lawyer mentions they will be in court?
• I haven't heard from my lawyer since our first meeting — is that normal?
• How quickly should I expect a response from my legal team?

Billing & fees

• I wasn't aware of my lawyer's hourly rate — where can I find this?
• How do I get my trust funds returned if I close my file?
• The cost I was quoted during intake seems different from what I was later told — what happened?
• How do I know how much money is left in my trust/retainer account?
• My invoice shows a balance of $0 — does that mean I owe nothing?

Process & Steps

• I'm not sure which of your office locations are staffed versus satellite offices — how can I find out?
• Why did I have to answer the same questions as I did during intake?
• What is a Financial Statement (FS) and why do I need to complete one?
• I'm not sure what the next steps are in my matter — who should I ask?
• My matter feels like it's moving slowly — is this normal?

Client check-in calls

• Can I reach out to the Client Care team outside of scheduled check-ins?
• What should I do if I missed the check-in call?
• Why am I receiving a check-in call from the firm?

Documents & ID verification

• I sent a document to my legal team but never received confirmation — what should I do?
• I'm having trouble with the ID verification system — what should I do?
• How do I send documents to my legal team?