MAYBROOK LAW LIMITED
COMPLAINTS POLICY
1 September 2025
We wish to provide you with the best service possible. However, if at any time you become dissatisfied or worried with the service we have given, you should notify us promptly so that we may do our utmost to rectify the issue. We handle all concerns quickly, fairly, and without charge.
1 – OUR COMPLAINTS PROCEDURE
1.1 In the first instance, it may be helpful to discuss your concerns with the person handling your case, and we will do our utmost to resolve any problems at this stage.
1.2 If you remain unsatisfied, please get in touch with our Managing Director and Founder, Zhanna Zenina, who can be reached by email at zhanna.zenina@maybrooklaw.com or by writing to her at 24 Upper Brook St, London W1K 7QB, United Kingdom.
2 – WHAT WILL HAPPEN NEXT?
2.1. We will send you a letter acknowledging your complaint, where necessary, asking you to confirm or explain the details of your complaint. You can expect to receive our letter within 3 working days of receiving your complaint.
2.2. We will open a file for your complaint and record it in our central register. We will do this within 2 working days of receiving your complaint.
2.3. Zhanna Zenina will then investigate your complaint, which will normally involve examining your file and (if she did not act for you personally) speaking with the person at the Firm who acted for you. She will do this within 10 working days.
2.4. If you would like to have a meeting to discuss and hopefully resolve your complaint, we will arrange this within 3 working days of your request. Within 2 working days of the meeting Ms Zenina will write to you to confirm any solutions she has agreed with you.
2.5. If you do not want a meeting, or if it is not possible for any reason, Ms Zenina will send you a detailed response to your complaint, including suggestions for resolving the matter.
2.6. At this stage, if you remain dissatisfied, you can let us know. We will arrange for another representative of the Firm, who is not connected with the complaint, to review the decision. This process is likely to take 10 days.
2.7. We will let you know the result of this review within 2 working days of its conclusion. At this stage, Ms Zenina will write to you confirming the Firm’s final position on your complaint (taking into account the views of the second investigator).
2.8. If you are still not satisfied with the Firm’s decision at the conclusion of the complaint’s procedure:
a) You may refer the matter to the Legal Ombudsman. They will look at your complaint independently and it will not affect how we handle your case.
b) Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
i) Within six months of receiving a final response to your complaint, and
ii) No more than six years from the date of act/omission; or
iii) No more than three years from when you should reasonably have known there was cause for complaint.
c) If you would like more information about the Legal Ombudsman, please contact them.
2.9. The Legal Ombudsman contact details are as follows:
Visit: www.legalombudsman.org.uk
Call: 0300 555 0333 between 9am to 5pm.
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ
2.10. We will write to you with details of an alternative dispute resolution approved body which would be competent to deal with the complaint, and we will advise you whether we agree to use the scheme operated by that body.
2.11. The Solicitors Regulation Authority can also help you if you are concerned about our behaviour. This could be for things like treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority.