Emails for CCBC - Help for others

Pat_Burger

Hi all,

I got the below back on an auto response from emailing CCBC. Might be helpful for people to know why they don't get auto responses etc as it seems to be filtered by a machine and has to have a specific subject heading

Fruitcake

That's very useful, but is it up to date since it refers to the CCBC in the text under the table of contacts? The CCBC is now the CNBC, even though the email addresses haven't change.

If it is current, perhaps @Coupon-mad could include it in the next update of the template defence thread and the NEWBIES.

Pat_Burger

It what they're sending out and what I received in their auto response about an hour ago so might need to be taken with a pinch of salt as we know what their system is like!

Nellymoser

Pat_Burger said:

Hi all,

I got the below back on an auto response from emailing CCBC. Might be helpful for people to know why they don't get auto responses etc as it seems to be filtered by a machine and has to have a specific subject heading

Then they need to clearly advise on each email what information they want entered in the subject heading when you reply.
The ICO do this.

Coupon-mad

Pat_Burger said:

It what they're sending out and what I received in their auto response about an hour ago so might need to be taken with a pinch of salt as we know what their system is like!

You got that in response to your defence?  looks a bit odd. You are the first one.  Everyone else gets an auto-reply apologising for delays.

What did you email and to which email address?

Bakewell70

I think this must be the new auto repsonse. I got this same one on February 16, after contacting them to see when my Defence was going to be added to MCOL portal. I previously got the stantard auto response on 8th Jan (submisison of Defence) and 7th Feb, first chasing email to see why a record of my Defence hadn't been updated .  I am actually quite concerned that my Defence hasn't been added to MCOL as 7 weeks have now passed. Any recommendations as to next steps?

Fruitcake

Bakewell70 said:

I think this must be the new auto repsonse. I got this same one on February 16, after contacting them to see when my Defence was going to be added to MCOL portal. I previously got the stantard auto response on 8th Jan (submisison of Defence) and 7th Feb, first chasing email to see why a record of my Defence hadn't been updated .  I am actually quite concerned that my Defence hasn't been added to MCOL as 7 weeks have now passed. Any recommendations as to next steps?

If you had an acknowledgment that your defence was received, I don't think you have too much to worry about. If you are concerned, and have a few hours to spare whilst listening to hold music, then you could 'phone the CNBC to ask what's going on.

Pat_Burger

Coupon-mad said:

Pat_Burger said:

It what they're sending out and what I received in their auto response about an hour ago so might need to be taken with a pinch of salt as we know what their system is like!

You got that in response to your defence?  looks a bit odd. You are the first one.  Everyone else gets an auto-reply apologising for delays.

What did you email and to which email address?

This wasn't in response to my defence, I sent a complaint to the CCBC@justice.gov.uk email address and this was an attachment on the auto response back from that. Below was the rest of text:

Thank you for your email which may be in relation to delays you have experienced with our service. I am sorry to hear you are unhappy with the service provided by us. We understand the delays that you are currently experiencing can be frustrating and fall short of the standards you rightly expect of us. As a public service, we record all complaints and regularly review points that are raised to improve our service.

This service is currently undergoing a significant transition as we take on new work and expand to meet the growing needs of our customers. This means we have a large backlog of work to clear.

 The service is focusing on reducing the volume of work in priority order and to do this we are currently prioritising resources to tackle case progression work as opposed to dealing with chase up correspondence, so we ask for your continued patience and trust that your case will be dealt with in due course.  We are aiming to recover our position by the end of the September.

 The service has also recently introduced new procedures to make sure work is being processed as soon as possible. Please be assured that this is a result of feedback received from our customers, as we are actively looking to improve the service being offered. These procedures have seen a reduction in processing time already and further improvements are expected in the coming weeks. If you would like to track our performance please click on the link below which will take you to our latest available information.

The Business Centre Performance update is published weekly

 

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Thank you for emailing the County Court Business Centre (CCBC).  Please note that court staff are not legally trained and will not be able to respond to your query if you have not quoted the claim number.

We aim to respond to your emails within 10 working days, but ask that you do not resend any requests or chase for a response before 20 working days have passed. Any duplicate emails will be deleted without response.

Please note if you are contacting us to find out the results of a  an application relating to Judicial order these can take up to 12 weeks .

If you are a claimant please click here for our Money Claim Online User Guide which includes detailed and useful information about all aspects of your claim progression

 

We are aware of customers receiving calls from callers stating they are from the court. Please be aware we do not make outgoing calls to customers unless a call back has been requested. Please see the below link for information as to how to report these calls.

https://www.gov.uk/government/news/scammers-using-hmcts-telephone-numbers

 

IMPORTANT

You will need to send any ‘claim response’ which includes the acknowledgment of service, part admission or defence/counterclaim forms as well as directions questionnaires (DQs) directly to ccbcaq@justice.gov.uk to ensure that they are filed correctly. Your email has not been forwarded.

N244 and N245 applications should be sent to ccbcfees@justice.gov.uk

To view an up-to-date list of our current processing and response times please visit www.gov.uk/guidance/hmcts-civil-business-centres-performance-information.

The office will be closed on all Bank Holidays

 

Coupon-mad

Bakewell70 said:

I think this must be the new auto repsonse. I got this same one on February 16, after contacting them to see when my Defence was going to be added to MCOL portal. I previously got the stantard auto response on 8th Jan (submisison of Defence) and 7th Feb, first chasing email to see why a record of my Defence hadn't been updated .  I am actually quite concerned that my Defence hasn't been added to MCOL as 7 weeks have now passed. Any recommendations as to next steps?

Forward the defence again and copy in the solicitors for the Claimant this time. That way it is unarguable that you defended in time (because by forwarding the first email it shows the dates).