Complaints & Feedback

Write to info@nearnotary.ca or telephone +1 (613) 263-8043. Say what happened, when, what you would like to see fixed, and the reference number of any appointment or document involved. You do not need a lawyer to complain and there is no charge for raising one.

We confirm receipt within one business day and tell you who is handling it. If your complaint concerns the person who served you, someone else deals with it.

We aim for a full written response within 15 business days. If the matter takes longer — for instance because we need a file from a third party — we tell you why and give a new date. The response explains what we found, whether we agree, what we will do, and what happens to any fee in dispute.

If you remain dissatisfied, you may refer the matter to the body that regulates the professional who acted for you. In Ontario that generally means:

• the law society that licenses the lawyer who served you, for legal services or a legal bill;
• the College of Immigration and Citizenship Consultants, for advice or representation by a regulated immigration consultant;
• the Ministry of the Attorney General for notaries public and commissioners for taking affidavits appointed in Ontario;
• the federal or provincial body that administers the programme your application was made under, if your concern is about a decision on the application itself rather than about our service.

Whichever applies to your matter is stated in the engagement letter and on our about page. We will give you the contact details you need and, if you ask, provide the documents a regulator requests.

A dispute about an invoice follows the same route. We will not add interest, and we will not start collection proceedings, while a bill complaint is unresolved. If you would like your bill assessed by an outside process where one is available, we will explain it and tell you the time limit.

We keep a record of every complaint and review the pattern of them. That is how a recurring problem gets fixed rather than merely apologised for. No information you give us in confidence is shared with anyone outside the review, and raising a complaint never affects the service you receive.