The Promotion of Access to Information Act, 2000 (‘PAIA’) gives persons the right to access information that is required to exercise or protect their rights.

PAIA further requires private bodies such as Legacy Family Wealth (Pty) Ltd to compile a manual to assist persons to exercise or protect their rights.

In terms of PAIA, before access to information requested is granted, certain requirements have to be met. Please click here to access the PAIA Manual

Privacy Policy & Legal Page

For details about our privacy policy, click here.


Legacy Family Wealth (Pty) Ltd owns this website and all of its content. This website is protected by copyright and other intellectual property laws. Legacy (Pty) Ltd authorises you to utilize (view, download and print and distribute) the content of this website only if it is for non-commercial, personal or private information purposes.

Complaints Procedure


Legacy Family Wealth (Pty) Ltd ensures complaints are handled timeously and in a fair manner as it has implemented effective systems and procedures to achieve this.

Applicable legislation:

  • Financial Advisory and Intermediary Services Act, 37 of 2002 (“FAIS”)
  • Collective Investment Schemes Control Act, 45 of 2002 (“CISCA”)
  • Long-term Insurance Act, 52 of 1998 (“LTIA”)
  • “Treating Clients Fairly” (“TCF”) published by the Financial Services Conduct Authority (FSCA)

What is a complaint?

A complaint for purposes of this document means an expression of dissatisfaction by a person to or to the knowledge of Legacy Family Wealth (Pty) Ltd or to Legacy Family Wealth (Pty) Ltd’s service provider or representative relating to financial service rendered or offered alleging that Legacy Family Wealth (Pty) Ltd or its service providers or representatives:

  1. Has failed to comply with a provision of applicable legislation which is binding on Legacy Family Wealth (Pty) Ltd or to which it subscribes;
  2. Maladministration
  3. Wilful or negligent action or failure to comply with a provision of applicable legislation, has caused the person harm, prejudice, distress or substantial inconvenience; or
  4. Has treated the person unfairly.

Complaints which do not satisfy the above definition will not necessarily follow the procedure outlined in this document.

Applicable scope:

This document applies to all subsidiaries and affiliates of the Legacy Group. A complaint may be lodged in the manner described below.

How to lodge a complaint:

Clients may complain in writing by:

Email: info@lfwealth.co.za

Hand delivered letter: Yellowwood House, Ballywoods Office Park, 35 Ballyclare Drive, Bryanston, Johannesburg, 2021

The complaint must contain the following information:

  • Name, surname & identity number of the customer;
  • Name, surname & contact details of the complainant, including a mandate to act on behalf of the customer;
  • Specific details of the complaint, including dates, examples, supporting documentation;
  • Intended resolution of the complaint.
  • How would the customer want the matter to be resolved?

Clients may not complain by telephone. We urge clients to, where possible, submit their complaint in writing (via email or hand delivered) to ensure all complaints are properly understood and speedily dealt with.

Receipt of a Complaint:

Legacy Family Wealth (Pty) Ltd will confirm receipt of a complaint to the complainant within a reasonable period (48 hours) of receipt with a complaint reference number. Legacy Family Wealth (Pty) Ltd, based on the nature of the complaint, will conduct a detailed investigation. The estimated time to resolve the complaint will be communicated to the complainant, but depending on the complexity of the complaint, this may not always be possible.

Resolution of Complaint:

Legacy Family Wealth (Pty) Ltd will endeavour to resolve all complaints received in a timely and fair manner.

Complaint resolved in favour of complainant: A full and appropriate level of redress will be offered in writing as soon as reasonably possible.

Complaint not resolved in favour of complainant: Legacy Family Wealth (Pty) Ltd will inform the complainant  with the reasons therefor along with the details of escalation and further steps available to the complainant, such as referral to the FAIS Ombud or other relevant adjudicator if the complainant wishes to pursue the complaint further, together with the contact details of such adjudicator; and that it should be done within 6 months of receipt of such notification.