Legacy Nominees (Pty) Ltd (Legacy) is an authorized Financial Services Provider (No. 44280). The aim of this policy is to detail the TCF roadmap and Complaint resolution process. Legacy strives to provide fair service to its clients and to avoid complaints.

Legacy recognizes that clients are our most valuable assets, and that client satisfaction is the foundation on which to build a sustainable business. Delivering optimal customer outcomes is crucial to our business and we aim to meet our client’s expectations and to always protect the interest of our clients.

Treating Customers Fairly (TCF): The Financial Sector Conduct Authority (FSCA)

In 2011, FSCA published it’s “Treating Customers Fairly (TCF)” roadmap as the first step toward achieving TCF fairness outcomes and culture framework requirements.

TCF is an outcome based regulatory and supervisory approach designed to ensure that specific, clearly articulated fairness outcomes for financial services clients are delivered by regulated financial firms.

Legacy is required to render services honestly, fairly, with due skill, care, and diligence and in the interest of the client while maintaining the integrity of the financial services industry. Legacy therefore measures its activities against six TCF fairness outcomes that aim to reduce market conduct risks and protect consumers of financial products.

The six outcomes are as follows:

• Outcome 1 (Culture) - Clients can be confident that they are dealing with a financial services provider where the fair treatment of customers is central to the corporate culture.
• Outcome 2 (Products and Services) - products and services marketed and sold in the retail market are designed to meet the needs of identified client groups are targeted accordingly.
• Outcome 3 (Clear and appropriate information) - Clients are given clear information and kept appropriately informed during the relationship with the financial services provider.
• Outcome 4 (Customer Advice) - Where clients receive advice, that the advice is suitable and takes account of their circumstances.
• Outcome 5 (Product Performance Expectations) – Clients are provided with products that perform as the financial services provider has let them to expect, and that the associated service is of an acceptable standard and as they have been led to expect.
• Outcome 6 (Post Sale Barriers) - Clients do not face unreasonable post-sale barriers imposed by financial services providers to change product, switch providers, submit a claim or make a complaint.

• Our clients’ interests will always be put first.
• We are committed to building long-term relationships with our clients.
• Clients who require financial advice will be referred to a suitable financial advisor who can address their needs.
• All client communications will be clear and concise.
• All Authorized Representatives and administrators have received the necessary training to attend to their duties effectively. Refresher courses are completed annually.
• We will engage with our clients to deal with any complaints timeously. Where a breach of mandate has taken place, we will rectify the situation so that the client is not prejudiced.

Legacy provides client with multiple ways to submit complaints. These are detailed in the Client Complaint Process. This process can be found on the website or can be requested at info@legacynominees.co.za