I'm really disappointed in this firm. Maybe the guy should spend less time on his hair, and more time on his potential clients.
I logged on to their website, and chatted on the 'instant chat' function. All went well, and the kind lady said that they would be in touch. Nothing happened. Logged on again four days later, and tried contact via their 'contact us' form. Waited. Nothing happened. Got in touch with them via the instant chat function again. The lady apologized profusely and told me that she would write my enquiry as 'urgent' and 'reply asap'. Waited another two days (week days). Nothing.
So, they may very well be good lawyers, but don't bother getting in touch with them via the web, they'll just disrespect you and waste your time.
These lawyers seem to be charging such extortionate fees that they really don't mind losing a few clients by not even acknowledging a reply.
BTW- copy and paste your conversation via instant chat on to notepad to keep a copy of it. They don't have the function to email a copy of the transcript to you, only they keep a copy.
TIL- a half-assed job at customer service can be worse than nothing at all.