HMCTS webchat channels launched for money claims in CNBC and mediation

Posted on22 January 2025

Two new webchat channels designed to enhance your communication experience with our service have been launched by HMCTS. These channels have been tailored to meet your specific needs, providing quicker and more efficient access to information and support.

From 20 January 2025 we will be offering two new channels:

Civil National Business Centre Webchat Channel

This channel is specifically designed to assist with Paper Money Claims, MCOL and PCOL progressing in the CNBC:

How-to guidance: Get quick step-by-step support on various processes and tasks. Such as how to make or amend a claim or how to submit an application.
Quick single case updates: Receive updates and answers to your inquiries about individual cases promptly.

Mediation Webchat Channel

This channel is dedicated to supporting mediation-related needs, including:

Information about the mediation process: Get details about how the mediation appointments are conducted, how mediation can benefit users, the steps included within the appointment and how your appointments will be scheduled.
Managing appointment details: Receive updates or answers to your queries about individual appointments, update your appointment contact information and get support in identifying how to request changes to your booked appointment (which may include rescheduling or requesting support)

How to Access the Webchat Channels

Accessing these new webchat services is simple. Visit https://www.moneyclaims.service.gov.uk/contact-cnbc for CNBC matters,

or https://www.moneyclaims.service.gov.uk/contact-mediation for Mediation matters.

Both channels are staffed by knowledgeable civil servants who are here to assist you during our standard operating hours.

These channels are part of a new webchat pilot in National Services Civil Jurisdiction, and we would appreciate your support and feedback in shaping these channels.

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