After receiving a decline letter on my visa application, I was in quite a state. The gentleman I spoke with on the phone when I called to take an appointment was very nice and helped me calm down and regain perspective. I got a quick appointment with a lawyer who assured me we'd take as long to study my case as was needed and we spent about an hour and a half talking on Skype as I am out of the country. He was very pleasant and gave good advice with which I am now proceeding. I particularly appreciated getting a summary of our conversation by email with additional information. Having it all in one place for reference is fantastic. Thank you for your help!