Complaint Handling Policy

One Family Law is a proud member of the Innovation Sandbox of the Law Society of Alberta. One Family Law holds a waiver from the Law Society of Alberta allowing us to offer our innovative One Family Lawyer Model© to clients across the province of Alberta. 

As such, we take complaints about our process very seriously and use them to improve. We strive to ensure each One Family Law client feels respected, informed and safe. A complaint includes any expression of dissatisfaction about; our process (quality, service or outcome), billing and payment issues and how we collect, use, disclosure, retain or protect personal information.

Many issues can be resolved quickly when raised early. Please send complaints to contact@onefamily.law or call 780-915-5735 to speak to your Client Relations Manager directly. If your complaint involves a safety concern, please tell us your preferred way to be contacted in return (for example: “do not leave a voicemail”, “only email”, or “do not contact me at work”).

Once we receive a complaint we follow a strict internal process to receive, track, respond to and resolve complaints.

Acknowledgment (within 3 business days); we will confirm receipt and provide next steps and timelines.

Triage and initial review (usually within 5 business days after acknowledgement); we will review the complaint and decide what kind of response is needed. Some complaints can be resolved quickly, other may require investigation.

Investigation (as needed); we may review the file, speak with team members, and request additional information.

Substantive response (target: within 20 business days after acknowledgment); we will provide a written response that explains what we understood your concern to be, what we reviewed and found, what we will do and when we will do it by and what options you have if you are not satisfied.

We protect confidentiality and personal information, however complaint handling sometimes require sharing information internally and in some cases with the Law Society or other bodies where required or permitted by law. In a joint retainer information provided by one client cannot be kept confidential from the other joint client within the joint matter. This can affect how we handle complaints that pertain to joint meetings or the joint process. If you have a safety concern, tell us. We will take all reasonable steps to communicate safely and to avoid unnecessary disclosure, while still meeting our professional obligations.