I'm a big fan of the "let's find an algorithmic solution" approach to everything (because it scales), but if the so called specialists (still assuming they are human specialists) are already involved, would it have hurt to send a little more information about the issue that just a link to the FAQ? You know, the human factor...
Call me a cynic but I think they don't send any information on purpose.
They're not required to send information and Legal probably doesn't want anything sent out in these cases that involves writing from a non-lawyer.