Client Complaint Process




  1. What can a complaint be lodged about?

    Any dissatisfaction relating to products and/or services provided by Legacy Nominees
  1. Lodging a complaint.
    • Please lodge a complaint in writing to Legacy Nominees, addressed to the Key Individual, Barry Pogrund, using any of the following methods:

      Hand Deliver to the physical address:
      Suite 1502, 15th Floor, Portside, 4 Bree Street, Cape Town, 8001

      Post to:
      P O Box 838, Cape Town, 8000

      Email:
      info@legacynominees.co.za
  1. Required complaint information
    • Name and surname
    • Account number/s
    • ID number
    • Contact Details, i.e. postal address, telephone number/s, Email address
    • Product Supplier
    • Brief detail of the complaint
  1. Acknowledgement and Resolution

    Upon receipt of the complaint, an acknowledgement will be sent. Legacy Nominees will endeavour to resolve the complaint within 15 days of receipt.
  1. Recordkeeping

    A full record of each complaint and all subsequent correspondence will be kept for the period prescribed by legislation.
  1. Reporting

    Complaint data will be reviewed periodically by senior management and reported to the board to ensure oversight and continuous improvement.
  1. Root-Cause Analysis

    Legacy Nominees will conduct root-cause analysis on complaints to identify systemic issues and implement corrective actions.
  1. Treating Customers Fairly (TCF)

    The complaints process is designed to align with the six TCF outcomes, ensuring fair treatment, transparency, and timely resolution.
  1. Feedback Mechanism

    Clients will be invited to provide feedback on the complaint handling experience through surveys or follow-up communication.
  1. Referral to FAIS Ombud.

    If the complaint is not resolved to your satisfaction, you may contact the FAIS Ombud without needing a final response from Legacy Nominees. Note that the Ombud only handles complaints related to authorised financial service providers.

Contact Us

t +27 (21) 405 8500
e info@legacynominees.co.za

Suite 1502, 15th Floor, Portside, 4 Bree Street,
Cape Town, 8001
Legal & ComplianceContact
Copyright © Legacy Nominees (Pty) Ltd
Legacy is an Authorised Financial Service Provider (FSP No. 44280) with an external Compliance officer and external Independent Auditors. Directors: G Diamond, D Donninger, IB Pogrund, SJ Hendler, MP Hendler, HR Silke, L Solomon, H Golan.