How does the call process work?

When a caller contacts the dedicated helpline number, the call is answered by the in‑house triage team in Bristol. The team takes the caller’s details, notes the issue they wish to discuss, and arranges for a legal advisor to return the call. This usually happens within two hours unless a different time is agreed. When a call is requested via the call back service on the app, the request is sent through to the triage team who then allocate the relevant advisor to return the call. All calls are logged securely so advisors can see any previous history and continue the matter seamlessly.

What can callers talk to the advisors about?

Callers can seek guidance on any legal issue, whether personal or business‑related. Common topics include:

• Divorce, separation and children
• Employment and workplace concerns
• Property, landlord/tenant and neighbour issues
• Consumer disputes and faulty goods
• Wills, probate and inheritance
• Driving offences and motoring law
• Commercial or company matters

Advisors tailor their guidance to the caller’s individual circumstances and can provide follow‑up information or factsheets where appropriate.

Is the service confidential?

Yes. Calls are completely confidential. Although calls are recorded for training and quality monitoring, the content of each conversation remains private and is not shared outside the service, subject only to legal or regulatory requirements.

What are the helpline opening hours?

Opening hours vary depending on the scheme chosen, but the dedicated helpline is generally available:

• Monday–Friday: 8am–8pm
• Saturday–Sunday: 9am–12 noon

Do callers need anything when they call?

Callers may be asked for their identifying number. This allows the triage team to confirm entitlement to the service and ensure the enquiry is routed correctly.

Do callers have to pay for the advice?

No. The organisation providing the scheme covers the cost of the service. There are no call charges, no consultation fees and no limits on how many times callers can use the helpline.

Will advisors draft documents for callers?

Advisors can discuss the contents of documents, help callers understand letters, contracts or forms, and guide them on what to include in their own correspondence. They cannot provide a full drafting service.

Can callers return about the same issue?

If the scheme provider has opted into multiple‑call entitlement, callers can return to the service about the same matter. Because advisors record notes on each file, any subsequent advisor can pick up the issue without the caller needing to repeat everything.

Are there others ways of getting advice?

For organisations that opt into the Factsheets element of the service, the full library of LawExpress legal guides can be housed securely within your own login‑protected area. This gives eligible users access to a wide range of clear, practical information. Each factsheet includes a LawExpress‑verified AI search function, allowing callers to ask a question and instantly see whether the answer appears within the guides.

For those who choose the bespoke App, all factsheets are also available within the app, which is branded to your organisation and can include additional information about your services, benefits or support pathways.

If a user’s question is more complex or is more indepth than the factsheets cover, they will be referred directly to the helpline – ensuring callers receive the right level of support at the right time.

Why telephone advice instead of general online chat?

LawExpress places strong value on real conversation. Telephone advice allows advisors to:

• Understand the caller’s situation, including their emotional and legal needs whilst taking into account the wider context
• Explore the context and nuance of their circumstances
• Build trust and rapport
• Help callers feel clearer, more confident and ready to move forward.

A conversation often uncovers the real issue more quickly than typing, helping callers reach the right answer with greater confidence.

What happens next?

If, during the call, the advisor identifies additional guidance that would be helpful, they will send the relevant links by email. This ensures callers receive clear, practical follow‑up information tailored to their specific situation.

What makes LawExpress different?

All advisors are in‑house, trained and supported directly by LawExpress. No AI or bots are used – every conversation is with a qualified legal professional. Calls are handled with empathy, clarity and practical problem‑solving, and the service has been trusted by organisations and their members since 2004.