Client Feedback & Complaints Policy

Effective Date: December 6, 2025 | Last Updated: December 6, 2025

At Mararu & Mararu SCA we do not merely tolerate feedback – we actively seek it, celebrate it, and treat it as the most valuable intelligence we can receive. Every insight, whether praise or criticism, is a direct contribution to perfecting the unique solution we promised you under our motto *One Client – One Solution®*.

Friction, when shared openly and managed intelligently, is never a failure; it is the forge in which better advocacy is tempered. Since 2004, we have built our reputation on the belief that the strongest lawyer–client relationships are those in which difficult conversations happen early, honestly, and without fear.

We therefore invite – indeed, we sincerely encourage – you to tell us exactly what you think, at any time, in any tone, and through any channel you prefer. Your candor is not a professional courtesy we deeply appreciate and will always repay with gratitude and action.

How to Share Feedback (the easier, the better)

• Email: office@mararu.com (subject line “Client Feedback” or simply reply to any of our messages).
• Telephone or Signal/WhatsApp/Telegram: +40 314 215 150 – ask for one of the partners directly, or their Signal/Telegram/WhatsApp contacts.
• Secure Online Form: (anonymous option available): https://www.mararu.com/contact-romania-lawyers.
• In Writing: Strada Carpatilor 11F, Otopeni, Ilfov 075100, Romania.

Every single piece of feedback is read personally by the two founding partners within five working days. No assistants, no filters, no defensiveness – only action.

You will also receive occasional short surveys after key milestones or at matter closure. These are deliberately brief and designed to give us precise, actionable data while respecting your time.

Formal Complaints Procedure (none in 21 years of practice)

In over two decades of practice, across thousands of matters and clients from 53 countries, no formal disciplinary complaint has ever been filed against any attorney of Mararu & Mararu SCA with the Romanian Bar authorities. We mention this not as boast, but as evidence: our obsession with foresight, communication, proactiveness and alignment of expectations has made the formal complaints procedure something we have never once needed — though it remains here, fully and proudly available, should it ever be required.

We would far rather fix a problem over a 10-minute call than receive a formal complaint letter. Experience shows that 99 % of issues are resolved fastest when raised directly and informally with the lawyer handling your file.

If, however, you prefer (or the situation requires) a formal route that is more structured:

• Please contact the partner responsible for your matter in the first instance. They will acknowledge your concern within 2 working days and aim to resolve it substantially sooner than any regulatory deadline.
• If you are uncomfortable approaching the lead partner or the issue remains unresolved, escalate directly to the Managing Partner who is unconnected with the file or matter. They will personally oversee or appoint an independent external investigator (with your prior consent) if appropriate.
• We commit to a full substantive response within 20 working days (faster than the statutory maximum), with progress updates every 7 days if the matter is complex.

Should you remain dissatisfied after exhausting our internal process, you may refer the matter to the Bucharest Bar Association (Baroul București), Dr. Dumitru Râureanu nr. 3, sector 5, Bucharest, in accordance with Law no. 51/1995 and the Statute of the Legal Profession.

Rest assured: raising a concern, however serious, will never prejudice our commitment to you or your matters. Quite the opposite – it will sharpen it.

Last updated: December 2025

Mararu & Mararu SCA

One Client – One Solution®

Navigating Legal Frontiers – together.

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DPO, AML/CTF Contact Points:

• For data protection (GDPR, HIPAA, PIPEDA, UK GDPR, COPPA, FCRA etc.), you may contact Ioan Mararu, our designated (DPO) Data Protection Officer pursuant to Article 37 GDPR at at dpo@mararu.com or +4 (031) 421-5150, Str. Carpatilor 11F, Otopeni 075100, Romania.
• For AML/CTF related matters (under Law no. 129/2019 and Directive (EU) 2018/843, as well as FTC Act, FCRA etc.), you may contact our designated AML/CTF Compliance Officer, Amala Mararu, at at dpo@mararu.com or +4 (031) 421-5150, Str. Carpatilor 11F, Otopeni 075100, Romania.

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