Common CCMS Errors – and How to Avoid Rejections

The Legal Aid Agency’s Client and Cost Management System (CCMS) is now entrenched in everyday practice for legal aid firms. However, despite years of use, many solicitors and caseworkers still face frustrating CCMS rejections, delays, or requests for further information — all of which slow down cash flow and create unnecessary administrative burdens. With the reintroduction of the portal imminent, now is a good time to revisit common reasons for rejection.

The vast majority of CCMS problems are avoidable. Below is a practical guide to the most common CCMS errors we see every week, along with clear, actionable steps to help you prevent rejections and keep your submissions moving smoothly.

1. Missing or Incomplete Supporting Evidence

The error:

Uploading the wrong supporting documents, missing mandatory evidence, or submitting documents that aren’t legible or properly named.

Why it causes rejections:

CCMS requires specific evidence to justify both the application and the costs. If the LAA cannot immediately see what they need, they will reject or query the submission.

How to avoid it:

• Use a checklist for each application or claim type.

• Ensure all files are clearly titled (e.g. “Means Evidence – May 2024”).

• Upload documents as PDFs, not scans of scans or photos.

• Always check that the document is visible and readable before submitting.

Tip: Have a standardised internal template of required evidence for each matter type (Family, Housing, Community Care, Immigration, etc.).

2. Incorrect or Inconsistent Time Recording

The error:

Unclear narratives, inconsistent times between attendance notes and CCMS entries, or time recorded without an explanation of necessity.

Why it causes rejections:

The LAA must be able to follow your “story of the case.” If the narrative is vague (“Phone call”, “Work on file”), the assessor is more likely to challenge or reduce your costs.

How to avoid it:

• Record who did the work, why, and what it achieved.

• Ensure that your attendance notes match your CCMS entries.

• Avoid vague descriptions — always show the purpose and outcome.

Example of weak note: “Email to client.”

Strong note: “Email to client explaining next steps in child arrangements proceedings and confirming hearing date.”

3. Submitting the Wrong Matter Type or Level

The error:

Choosing the incorrect matter type, assigning the wrong level of service, or selecting an inapplicable stage in the proceedings.

Why it causes rejections:

The CCMS workflow depends heavily on correct matter categorisation. If the wrong type is selected, the assessment team may automatically reject or request amendments.

How to avoid it:

• Double-check the matter type before starting the application.

• Train staff on the correct categories for common cases.

• Use internal crib sheets listing typical scenarios (e.g. “Non-Molestation → Domestic Abuse Matter Type”).

4. Incorrect Disbursement Information

The error:

Missing invoices, incorrect provider details, disbursements without justification, or trying to claim non-permitted items.

Why it causes rejections:

Disbursements must be justified, reasonable, and supported by evidence. The LAA is especially strict on expert fees.

How to avoid it:

• Always attach the invoice or expert quotation.

• Make sure the expert is LAA-compliant with correct CV and details.

• Provide a clear justification for why the disbursement was necessary.

• Use clear titles like “Psychologist Invoice – Dr Smith – £650”.

5. Failing to Track and Respond to “Further Information” Requests

The error:

Missing or late responses to LAA queries, often because they get buried in the task list or no one is monitoring notifications.

Why it causes rejections:

If you don’t respond in time, the claim can be rejected simply due to inactivity.

How to avoid it:

• Allocate a staff member to check CCMS daily.

• Use case management systems that integrate CCMS alerts.

• Maintain an internal “CCMS Queries Log” to ensure nothing is missed.

• When responding, answer all points clearly in the same message to avoid back-and-forth.

6. Incorrect Provider Details or Cost Limit Requests

The error:

Submitting applications with outdated office details, incorrect fee earner rates, or cost limit requests that don’t reflect the complexity or stage of the case.

Why it causes rejections:

Incorrect details automatically trigger queries or force amendments.

How to avoid it:

• Keep CCMS provider records up to date.

• Ensure hourly rates match the relevant Civil Finance Guidance.

• When requesting an uplift to cost limits, always provide:

  • A short summary of case progress

  • Details of complexity

  • Estimated future work

  • Clear justification for why the increased limit is needed

7. Poor Quality Bills of Costs

The error:

Bills uploaded with missing narratives, incorrect categories, or inconsistent totals between the bill and CCMS.

Why it causes rejections:

The LAA relies heavily on the accuracy and clarity of your bill. If it doesn’t reflect the file or doesn’t comply with legal aid billing rules, it will be rejected.

How to avoid it:

• Ensure your bill is drafted by a specialist costs draftsman.

• Cross-check totals and categories before upload.

• Include clear narratives describing the complexity and key case events.

• Never upload a bill that isn't fully checked — errors cause major delays.

8. Using the Wrong Document Type When Uploading Files

The error:

Uploading vital information under categories like “Correspondence” or “Other”.

Why it causes rejections:

CCMS uses document type labels to route the case for approval. Incorrect categorisation = delays or rejections.

How to avoid it:

• Always match the document to the correct CCMS label (e.g. “Court Order”, “Means Evidence”, “Bill of Costs”, “Expert Invoice”).

• Avoid the “Other” category except for genuinely uncategorisable material.

9. Not Keeping Digital Files CCMS-Ready

The error:

Uploading overly large files, incorrectly rotated documents, poor scans, or bundles with no pagination.

Why it causes rejections:

The LAA often rejects submissions that are difficult to read or navigate.

How to avoid it:

• Ensure all PDFs:

  • Are scanned at 300 DPI

  • Are right-side-up

  • Are properly paginated

  • Are under CCMS size limits

• Avoid photographs of documents.

• Use PDF combining/compression tools.

Conclusion

Most CCMS rejections are preventable. With systematic checks, clearer narratives, and properly prepared supporting evidence, you can dramatically reduce delays, avoid unnecessary queries, and maintain a smooth funding and billing process.

If you’d like help preparing CCMS submissions, drafting Legal Aid bills, avoiding rejections, or improving cashflow through better CCMS workflows, SPH Costing Services can support you with expert, compliant Legal Aid costs preparation.