ABC Law Complaint Handling Policy

Introduction

At ABC Law, we are committed to providing exceptional legal services in a professional, transparent, and respectful manner. We recognize that, from time to time, clients or members of the public may have concerns or complaints regarding the services we provide or how we handle personal information. We take all complaints seriously and have implemented a clear and responsive process for addressing them.

1. What Is a Complaint?

A Complaint is any expression of dissatisfaction regarding:

• The experience, quality, outcome, or payment related to the legal services provided by ABC Law or the general operation of our firm;
• The collection, use, retention, or disclosure of personal information by ABC Law.

2. Our Complaint Process

Step 1: Submitting a Complaint

Complaints may be submitted in writing by:

• Email: info@abclaw.ca
• Mail: ABC Law Office, #400, 909 17 Ave SW., Calgary, Alberta. T2T 0A4

Please include the following details:

• Your full name and contact information
• A description of your concern
• The relevant file number (if applicable)
• The names of any ABC Law staff involved
• Any supporting documentation

Step 2: Acknowledgment

We will acknowledge receipt of your Complaint within 3 business days and provide the name of the staff member assigned to handle your matter.

Step 3: Review and Response

Your Complaint will be reviewed thoroughly and fairly. We aim to provide a written response within 15 business days, outlining the findings and proposed resolution.

Step 4: Resolution

Where possible, we will resolve the Complaint to your satisfaction. If additional time is required to investigate, we will notify you in writing with an updated timeline.

3. Confidentiality and Privacy

All Complaints are handled in accordance with privacy legislation. Your personal information will be used only for the purposes of addressing and resolving the Complaint.

4. Further Action

If you remain unsatisfied after receiving our response, you may seek guidance or make a formal complaint with the Law Society of Alberta or the appropriate privacy authority, depending on the nature of your concern.

Questions or Concerns?

If you have any questions about this policy or need help submitting a Complaint, please contact us directly at info@abclaw.ca.