Complaints

Complaint Procedure

At iPro Law, we are committed to providing professional, reliable, and supportive legal services. We value feedback and take all complaints seriously. If you have a concern or complaint regarding our services, staff, or processes, this procedure explains how to raise it and how we handle it.

1. Raising a Complaint

If you have a concern, please contact us as soon as possible:

Email: info@iprolaw.com

Phone: 416.838.2500

Mail: iPro Law, 20 Bay St, Suite 1100, Toronto, ON M5J 2N8

Please include:

Your full name and contact information

A clear description of your complaint

Any relevant dates, documents, or communications

2. Acknowledgement

Once we receive your complaint, we will:

Acknowledge receipt within 2 business days

Provide a reference number for your complaint for tracking purposes

Outline the next steps in the review process

3. Investigation

Your complaint will be reviewed by a senior member of our team. The process may include:

Reviewing relevant documents, communications, or case files

Contacting you for additional information or clarification

Speaking with staff involved, if applicable

4. Resolution

We aim to resolve complaints promptly and fairly. You will receive:

A written response summarizing our findings

Any actions taken or recommendations to address your concern

We strive to respond within 10–15 business days, but complex complaints may take longer. You will be kept informed of any delays.

5. Escalation

If you are not satisfied with our response, you may:

Request a secondary review by a senior manager

Provide additional information to support reconsideration

6. Confidentiality

All complaints are handled confidentially. Information is shared only with staff involved in the complaint resolution process or where required by law.

7. Feedback and Improvement

Your feedback helps us improve our services. Complaints and suggestions are used to enhance processes, client communication, and overall service quality.