3. Understand the process

After you submit your complaint online, the Law Society of Ontario (LSO) emails you within 48 hours to confirm they got it. Sometimes it may take longer. If you do not receive a confirmation email, check your junk folder.

The LSO then checks to see if:

• you're complaining about something they can help you with
• you complained within the deadline

If your complaint does not meet these 2 conditions, the LSO will reject it. They let you know by email.

If the LSO accepts your complaint, they review it and decide whether it should be investigated.

The LSO does not investigate small issues. For example, they will not investigate if you complain to say that your lawyer or paralegal:

• gave you legal advice that you did not like
• took too long to get back to you or did not respond to your calls or emails
• was rude to you

Instead, the LSO may work with you and the lawyer or paralegal to try and find a solution. Or the LSO may close your file without taking any action.

The LSO may also close your file without doing anything when, for example:

• There's not enough information to support your complaint.
• They're already taking action against the lawyer or paralegal you're complaining about.
• You complained about the same thing before and your complaint was closed.

Investigations

If you complain about a serious issue, the LSO may investigate. Some examples of serious issues are if your lawyer or paralegal:

• stole money from you
• physically or sexually abused you

If the LSO investigates, they send you:

• progress updates on the status of your complaint
• their decision, including the reasons, if possible

The LSO may also ask you for more information and may interview you.

The LSO shares some or all of the information you gave with the lawyer or paralegal you're complaining about. This may include your personal information.

All lawyers and paralegals must respond to requests from the LSO, and they must cooperate with the investigation.