1) Policy Statement & Scope

We welcome good-faith complaints and feedback from clients, prospective clients, third parties, and members of the public. Complaints may address—without limitation—service quality, timelines, communication, billing and refunds, accessibility or language assistance, privacy, data security, or staff conduct.

CA Paralegal Services operates as a Registered and Bonded Legal Document Assistant (LDA) service in California. We are not a law firm and do not provide legal advice or attorney services. See Bus. & Prof. Code § 6400 et seq.

C. What to Include

• Your full name and preferred contact information.
• Client/matter reference (if applicable).
• Clear statement of the issue(s), relevant dates, and persons involved.
• Copies of pertinent documents, invoices, or communications (if available).
• The remedy you are requesting (e.g., correction, timeline, fee review, accessibility accommodation).

• Acknowledgment: We will acknowledge receipt within two (2) business days and advise of next steps.
• Investigation: A supervisor or the Owner will review records, interview staff as needed, and may contact you for clarification.
• Determination: We endeavor to conclude most matters within ten (10) business days. Complex matters may require additional time; we will provide written updates at least every seven (7) days.
• Outcome Notice: You will receive a written determination summarizing findings, any corrective action, and available appeal rights.

Depending on the findings, corrective action may include:

• Expedited or corrected deliverables.
• Additional supervision, training, or process change.
• Fee review, credits, or refunds in accordance with engagement terms.
• Accessibility or language accommodations.

If you disagree with the determination, you may submit a written appeal within ten (10) business days of the decision to:

Owner • Phone: 833-500-2009

The appeal should identify the specific grounds for reconsideration (e.g., new facts, misapplied policy, or process error). A written appeal decision will issue as promptly as practicable.

• Confidentiality: Complaints are handled discreetly and shared only as needed to investigate and resolve the matter, consistent with law.
• Privacy: We handle personal information in accordance with our Privacy Policy and applicable California law. Do not include unnecessary sensitive data.
• Retention: Complaint files are generally retained for at least four (4) years unless a longer period is required by law or ongoing proceedings.

• Accessibility: We provide reasonable accommodations upon request for persons with disabilities.
• Language Access: Language assistance is available upon request.
• Anti-Retaliation: Retaliation for filing a complaint or assisting in an investigation is strictly prohibited.