Complaints Policy

Our Commitment to You

At Capital Legacy, we are committed to treating our customers fairly. If you’re unhappy with any of our services, we want to hear from you so we can make things right. This guideline explains how you can submit a complaint, what you can expect from us, and how we’ll work to resolve your issue quickly and fairly.

Treating Customers Fairly (TCF) Principles

Our complaints process is designed to ensure that we adhere to the Treating Customers Fairly (TCF) principles. These principles are central to our commitment to fairness and transparency and include:

  1. Culture of Fairness – Customers are confident they’re dealing with a company where fairness is central.
  2. Product Suitability – Products and services are designed to meet customer needs.
  3. Clear Information – Customers receive clear, accurate, and timely information.
  4. Appropriate Advice – Advice is suitable and takes customer circumstances into account.
  5. Product Performance – Products perform as expected and meet customer expectations.
  6. No Barriers – Customers can easily change products, switch providers, submit claims, or lodge complaints.

How to Submit a Complaint

You can submit your complaint in any of the following ways:

Email: [email protected]
Phone: 087 352 2935

Online: Submit via our website by providing your contact details and a message with your complaint on our Complaint Form.

In person: Visit our offices - How Can We Help You? - Contact Capital Legacy

If your complaint relates to data privacy, please email us on [email protected]. And view our Privacy Notice

Please include as much detail as possible, such as your policy number or identification number and a clear description of the problem.

What Happens Next?

  1. Acknowledgement

    We’ll acknowledge your complaint within 1 business day (via email).

  2. Investigation

    Your complaint will be reviewed by our Customer Experience Division. We’ll keep you updated throughout the process.

  3. Resolution

    We aim to resolve most complaints within 5 business days. If it takes longer, we’ll let you know why and keep you informed.

  4. Internal Escalation

    If your complaint is not resolved to your satisfaction by our Customer Experience Division, it will be escalated to the Complaints Committee for further review. The Complaints Committee will conduct an independent assessment and aim to respond within 2 business days of the escalation.
    You will be informed of the outcome and any further steps in writing, to ensure clarity and proper documentation.

  5. External Escalation

    If your complaint is not resolved to your satisfaction by us, you may contact the insurer:

    Guardrisk Life Limited (insurer)

    Email: [email protected]
    Telephone: 0860 333 361
    Website: https://guardrisk.co.za/complaints/

    If you are still not satisfied, you can contact the ombudsman:

    National Financial Ombud Scheme (NFO)

    Email: [email protected]
    Telephone: 0860 800 900
    Website: guardrisk.co.za/complaints/
    Office Locations:
    NFO Cape Town Office
    Claremont Central Building, 6th Floor
    6 Vineyard Road Claremont, 7700

    NFO Johannesburg Office
    110 Oxford Road
    Houghton Estate Johannesburg, 2198

    If you have a Complaint that relates to how the policy was sold to you, please contact:

    The Office of the Ombud for Financial Services Providers (FAIS Ombud)

    Telephone: 0860 066 3274
    Email: [email protected]
    Website: faisombud.co.za
    Office Locations:
    Menlyn Central Office Park,
    125 Dallas Avenue
    Pretoria, 0181