Hanging on the telephone

On 26 April 2000 I telephoned the Legal Services Commission because of an urgent query about a legal aid certificate.

This experience may be familiar to many practitioners.I telephoned once and was put on hold and lost in the system.

I telephoned again, but this was between 1pm and 2pm, and the telephone was not answered.

I sent a fax (after getting an engaged signal several times) which was not answered.

I telephoned again, and after stamping my foot slightly, did get to speak to a supervisor in the legal department.

She apologised for the problem, but said there was actually only one telephone line into the building which was working.

She said they were receiving approximately 300 faxes a day and could not deal with them.

She was kind enough to deal with my query.That same day, I had received in the DX a notice to show cause in respect of a different legal aid certificate.

It was dated 9 April 2000, but reached me seven days later.

It said I could do no further work under the certificate until I had obtained specific authority.I faxed through to the Legal Services Commission a long letter explaining why the legal aid certificate should continue and that I was in court on Friday 28 April.On Thursday 27 April, having received no reply, I again telephoned the Legal Services Commission.

I waited 15 minutes to speak to someone.

The gentleman, who was very helpful, said that unsolicited faxes are simply not dealt with.

They would only read my fax if I had first received a telephone authorisation to send it.If I offered this level of service under my franchising contract, I wonder whether it would be continued?Jane Bramwell, Jane Dicks Solicitors, Chesham, Buckinghamshire