What this is
The collection partner already working your case can propose moving it from pre-legal collection into the legal or enforcement phase. They do that by sending you a single legal quote with their proposed approach and price. This can follow a request you made yourself (see How to request legal action on an existing case), or your partner may raise it on their own initiative.
This is not the same as choosing between competing firms. Your case is not shared with other partners, no one is bidding, and there is no winner to pick. The same partner, the same chat thread and your full case history continue either way. If your case has no partner and several firms are quoting, see Legal quote flow: compare quotes and select a winner instead.
Where to find the quote
A row appears in the case's Action Items panel, labelled as a legal quote, showing which partner it is from, with a "Review Quote" action. Clicking it opens the quote in full.
The case's phase summary usually shows an amber "Awaiting your decision" badge with a "Review legal quote" link. On a case that is already paused, closing, or waiting on further information from you, that more urgent status is shown instead - the Action Items row above is always there either way.
An email notification is also sent. If a specific user on your account is assigned to the case, the notification goes to that person; otherwise it goes to everyone linked to your account. If you are not the assigned user, check the case in the portal rather than relying on the email.
Your case's chat and activity feed are never hidden or moved by a pending quote. Everything else on the case works as normal.
What the quote contains
The phase your partner is proposing to move to, either Legal or Enforcement.
A written description of the solution they are proposing.
Their pricing, using one of four models: an hourly rate, a flat fee, a success fee, or a hybrid of these. Any other fees expected during the process are listed separately, and your partner may add a comment explaining the pricing.
Sometimes a supporting document, for example the partner's own terms. It appears as a downloadable "Files shared" link.
Legal work falls outside the Standard Debt Collection Agreement, so the quote sets its own pricing for the legal phase. For background on what legal action involves and what it typically costs, see Legal action: how it works and what it typically costs.
Recommendation or Required
Every legal quote carries one of two labels, and the difference only matters if you decline.
Label | What it means | If you decline |
Recommendation | Your partner thinks legal action would improve the odds, but can carry on without it. | Nothing further happens. Your case simply continues as before. |
Required | Your partner does not see a way to continue the case as it stands without moving to the legal phase. | Your case is automatically paused. A note explaining why appears on the case, and your partner is asked to either close the case or continue with their current approach. |
Your two options
You can approve the quote or decline it. There is no third option: a legal quote cannot be withdrawn, cancelled or countered from your side. If the price or the approach is not right, decline and say why. Your reason goes to your partner as a message in the case chat - the quote page itself has no chat, so continue the conversation on the case.
Both actions are on the quote's own page: "Review legal quote" to approve, and a "Decline quote" link. The consequences are explained in the confirmation dialog before anything is final.
If you approve
Your case moves to the phase named in the quote, and the quote's terms replace the previous ones for that case.
Your case is not closed, no new case is created, and it is not handed to a different firm. The same partner keeps working it, in the same chat thread, with the full history intact.
If your case was paused, approving automatically resumes it.
A confirmation email is sent to the case's assigned user, or to everyone linked to your account if no one is specifically assigned.
Once the case is in the legal or enforcement phase, the standard monthly update cadence no longer applies, so you will no longer see a predicted next-update date. Your partner keeps you posted through the case chat and the case timeline instead.
If you decline
You are asked to choose a reason category, for example that the timing is not right, and you can add a comment. The quote closes as declined, and your case and your agreement with the partner are otherwise untouched. Your reason and comment are shared with your partner as a message in the case chat, so decline is a normal part of the conversation rather than the end of it.
If the quote was labelled Required, the additional consequences in the table above apply as well.
While you are deciding
Your case's "when will my partner update me next" section stops showing a date and explains that updates are on hold until the quote is decided. The normal rhythm resumes once you have decided.
The "Request Legal Action" option on the case is hidden, because the case is already waiting on your decision.
Only one legal quote can be pending on a case at a time, so your partner cannot send a second one until this is resolved.
If you do not respond
A first reminder is sent about ten days after the quote arrives, and a second and final reminder about a week later. If you still have not decided, the quote expires roughly three months after that second reminder. Expiry closes the quote only: your case and your existing agreement are unaffected, and the expiry is recorded in your case history.
A pending quote also ends early if the case itself is closed, or if the case is moved to a different collection partner. In both situations the quote is retired rather than carried over.