Client Complaints Policy

Purpose

We want to hear when something has gone wrong, so we can put it right. This policy explains how to raise a concern with NEO and what happens next.

How to complain

Contact the firm's principal, Mo. Farooqui, Licensed Paralegal, by email at info@neolegalservices.com, by phone at 647-200-3526, or by letter to Unit 236, 1099 Kingston Road, Pickering, Ontario L1V 1B5. Please tell us:

• your name and your matter;
• what happened, and when;
• what you would like us to do about it.

You can also ask us to help you put your complaint in writing.

What happens next

1. We acknowledge it within 2 business days.
2. We look into it. The principal reviews the file and speaks to the people involved.
3. We respond in writing within 10 business days, or tell you when to expect an answer if we need longer. The response explains what we found and what we will do.
4. We learn from it. We keep a record of complaints and use them to improve how we work.

Our commitments

• Making a complaint never affects how we treat you or your matter.
• Complaints are handled confidentially.
• If your complaint is about a bill, we look at it under our Fees, Retainers and Billing Policy.

If you're not satisfied

You can contact the Law Society of Ontario, which regulates every paralegal and lawyer in Ontario and accepts complaints from the public about licensees. The Law Society also funds a free, confidential Discrimination and Harassment Counsel for anyone who has experienced discrimination or harassment by a licensee.

Review

This policy is reviewed at least once a year, and whenever the Law Society's By-Laws or rules change. The principal approves every change.