Complaint Policy

This Policy covers complaints submitted through a signed-in account concerning: advocate professional conduct in interactions arising from the Platform; inaccurate, misleading, or fraudulent listing content; abuse of messaging, appointment, or document features; misuse of a document share link; and other conduct that threatens user safety or Platform integrity.

This Policy does not cover the merits of legal advice given, or the substance of a legal matter, once a retainer has been formed between a client and an advocate outside the Platform; such disputes fall outside our jurisdiction and should be pursued through the applicable bar council or courts.

Any signed-in client, advocate, or firm representative who has interacted with the respondent through the Platform, or who has been affected by conduct occurring on the Platform, may submit a complaint.

A complaint about listing accuracy or impersonation may be submitted by any user, including one who has not directly interacted with the listed advocate.

A complaint should include a clear description of the conduct at issue, relevant dates and identifiers (such as the consultation, message, or listing concerned), and any supporting context reasonably available to the complainant.

Complainants should not upload confidential court documents, privileged material, or third-party personal information unless doing so is necessary to substantiate the complaint and is limited to what is reasonably required for that purpose.

Knowingly false or malicious complaints are themselves a violation of our Terms of Use and Acceptable Use Policy and may result in account-level action against the complainant.

Complaints are logged and triaged by support staff, who assess urgency and route the complaint to verification officers or administrators as appropriate, having regard to whether the complaint concerns credential fraud, safety risk, or listing accuracy.

We may temporarily restrict a listing's public discoverability pending review of a complaint that credibly alleges credential fraud, impersonation, or a serious safety risk, without prejudice to the final outcome.

Support staff and, where required, verification officers or administrators review the complaint, may request additional information from the complainant, and will ordinarily give the respondent an opportunity to respond before a final decision is made, except where doing so would compromise a safety investigation.

We may consider related evidence available on the Platform, including prior complaints, verification records, reviews, and messaging metadata, to the extent relevant and proportionate to the complaint.

We may, where appropriate and with due regard to confidentiality, refer a substantiated complaint concerning professional misconduct to the relevant Pakistan Bar Council or Provincial Bar Council, or to law enforcement where the conduct may be unlawful.

Depending on the findings, outcomes may include: no action where the complaint is not substantiated; an informal warning; mandatory reverification under our Verification Policy; temporary suppression of a listing from search; suspension of an account; permanent removal of a listing or account; or referral to a bar council or law enforcement.

We will communicate the outcome to the complainant to the extent consistent with the respondent's privacy and any applicable confidentiality obligations, and will notify the respondent of any adverse action taken against their account.

We aim to acknowledge a submitted complaint within a short period and to provide a substantive update within a reasonable timeframe, which may vary depending on complexity, the need for additional evidence, or coordination with a bar council or authority.

Complaints raising an immediate safety risk are prioritised for expedited triage.

A party affected by a complaint decision may request reconsideration by contacting legal@elawyers.pk with additional evidence or argument not previously considered.

This Policy does not limit a party's right to pursue independent remedies before a bar council, regulator, or court in relation to the underlying conduct.