Core Guidance v1 – Stable content
Core Guidance v1
Core Guidance v1 is the stable part of this site. It is written to help consumers use legal services more safely, calmly, and with greater control.
These pages focus on behaviour, tone, evidence, and escalation. They do not give legal advice. Instead, they explain how to manage your side of the relationship with legal service providers.
Other parts of the site (such as tools and updates) may change over time. Core Guidance is intended to remain consistent.
What is “Core Guidance”?
Some pages on this site are marked as Core Guidance v1. These pages set out stable principles about:
- How to manage communication and tone
- How to keep records, timelines and evidence
- How to recognise failures and poor complaints handling
- How to prepare for a formal complaint or escalation
Core Guidance is intended to remain consistent over time, so that other parts of the site (tools, checklists, templates) can point back to a clear foundation.
How Core Guidance links to tools and templates
The interactive tools are designed to put Core Guidance into practice in everyday language. For example:
- Risk & Issue Log, Timeline Tracker, Cost Monitor – implement record-keeping and evidence principles from Core Guidance.
- Complaint Letter Generator – turns your facts, dates and impact into a structured complaint that follows Core Guidance on tone and behaviour.
- Ombudsman Complaint Builder – helps you organise the material you may need if you escalate beyond the firm.
You can start with Core Guidance if you want the “why”, or go straight to the tools if you need something practical “right now”. Both paths are valid.
Explore tools and templates here:
Tools & Templates →
Core Guidance pages
Select a topic to begin or continue:
- Purpose of This Website
- How Users Should Approach Legal Services
- Understanding Tone and Behaviour
- Communication Discipline
- File Naming, Records, and Time Tracking
- When Things Start to Go Wrong
- Identifying Failures and Transgressions
- Poor Complaints-Handling Behaviour
- Preparing Evidence for a Formal Complaint
- Using AI Tools Safely
- Recording and Transcription