The contactcivil@legalaid.gsi.gov.uk mailbox is now for enquiries about paper based civil certificated work only.

This new process will help us direct your enquiry to the correct team and avoid duplication.

Client and Cost Management System (CCMS)

All CCMS queries should be submitted in CCMS. If your enquiry is about a CCMS case you should use the case enquiry task button.

Alternatively, if you have a more general enquiry, which is not case specific, you should use the general enquiry task button. Quick guides outlining how to do this are available on the CCMS website and at the links below.

If you are unable to submit your query in CCMS you should use the ‘contacts’ page on the CCMS website for help.

CCMS queries sent to the ‘contactcivil’ mailbox will not be processed unless they are:

• received from an applicant or MP
• in relation to a complaint and this is clearly marked
• marked as contingency – when agreed by the Legal Aid Agency

Paper applications

Enquiries about paper applications sent to the ‘contactcivil’ mailbox are forwarded to the relevant casework team for processing.

If you want to ensure your email goes to the right team without delay you should provide the following information in the email subject line:

1. category of work, eg means, merits, finance, or counsel
2. details of the type of work, eg means further information, APP8, CLAIM1, or CLAIM5
3. client legal aid reference number or client name, date of birth, and address

How do I submit a general or specific CCMS case enquiry?

Quick guides are available to help you on the CCMS website. The modules can be found under ‘Provider Quick Guides’ and are called:

• ‘Submitting a case query’
• ‘Submitting a non case specific request’

A link is provided below.

Further information

Provider Quick Guides – to download guidance modules

Contacts – who to contact and what to do if CCMS is unavailable

Further guidance on email process for paper applications:

Apply for legal aid