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Got a
complaint?

Got a complaint?

We are sorry to hear that you don’t feel shielded on the battlefield against life’s legal villains and we would like to make it right.

Before getting started make sure to read the important to know section below.

Level 1

Lodge a complaint

Level 2

Escalate your existing complaint

Level 3

Complaint still unresolved?

Level 4

Got a complaint against the intermediary?

POPIA Breaches

Got a complaint regarding information?

LEVEL 1

Lodge a complaint

How to lodge a complaint should you feel dissatisfied with any aspect of your dealings with Legal Hero

Preferably submit your complaint and ID / membership number in writing, including as much information of your dissatisfaction as possible. This includes the staff member/s involved, your case or product details, any supporting documents and the relevant dates/ times relevant to your dissatisfaction. The reason for your dissatisfaction must be clear in order for Legal Hero to investigate diligently;
You may send your written complaint via email to hello@legalhero.co.za, fax 086 551 2705 or post to Legal Hero, PO Box 5554 Tygervalley, 7536. Should you be unable to submit in writing, a telephone voice recording of your complaint will be reduced to writing by the officer assigned to attend to your complaint;
You will receive an SMS confirming that your complaint has been received, the name of the person dealing with your complaint and confirmation that the relevant assigned staff member will contact you telephonically within 2 working days;
You may escalate the matter internally and change the person dealing with your complaint where he/she did not attend to your complaint as per the 3/7/14 day diary period (to receive feedback/ assistance) as mentioned above. Simply follow the same steps as per step 2 and advise that you wish to escalate the matter. Alternatively, please send an e-mail to claimescalation@legalhero.co.za

LEVEL 2

Escalate your existing complaint

How to take the matter further should your complaint be rejected by Legal Hero:

You may direct your complaint to Guardrisk, Legal Hero’s underwriter, to escalate the matter.

Legal Services
ombudsman@guardrisk.co.za
Marketer / Salesperson / Policy complaints
compliance@guardrisk.co.za
Claims repudiation
claimsrejection@guardrisk.co.za

LEVEL 3

Complaint still unresolved?

Should your complaint remain unresolved to your satisfaction, you may lodge your complaint with the National Financial Ombudsman Scheme.

The procedure for lodging a complaint may be found on the National Financial Ombudsman Scheme website or you may obtain it directly using the following contact details:

Telephone
+27 12 762 5000 / 086 066 3274
Email address
info@faisombud.co.za
Postal Address
PO Box 41, Menlyn Park, 0063

LEVEL 4

Got a complaint against the intermediary?

Should you have a complaint against the intermediary (e.g. a broker/ sales person selling you the product) the complaint may be lodged with FSCA (Financial Sector Conduct Authority) online.

Alternatively, a complaint may logged with the FAIS Ombud. A complaint form needs to be completed, which can be downloaded from the FAIS Ombud’s website.

You can also get in touch with the FAIS Ombud directly using the following details:

Telephone
(012) 762 5000 / (012) 470 9080
Email address
info@nfosa.co.za
Fax
(086) 764 1422 / (012) 348 3447
Physical address:
Sussex Office Park; Ground Floor, Block B; 473 Lynnwood Road Cnr Lynnwood Road & Sussex Ave, Lynnwood, 0081
Postal Address
PO Box 74571, Lynnwood Ridge, 0040

Please refer back to Level 3 for the contact details of Guardrisk, the underwriter of Legal Hero.

POPIA

Complaints regarding use of personal information

Should you have a complaint regarding personal information breaches, you may contact the Information Regulator using the following details:

Telephone
(010) 023 5200
Email address
POPIAComplaints@inforegulator.org.za
Postal Address
PO Box 31533, Braamfontein, Johannesburg, 2017

Important to know

What constitutes a complaint?

A Complaint in terms of the Policyholder Protection Rules (PPR) means an expression of dissatisfaction by a person to an insurer or, to the knowledge of the insurer, to the insurer’s service provider relating to a policy or service provided or offered by that insurer which indicates or alleges, regardless of whether such an expression of dissatisfaction is submitted together with or in relation to a policyholder query, that –

the insurer or its service provider has contravened or failed to comply with an agreement, a law, a rule, or a code of conduct which is binding on the insurer or to which it subscribes;
the insurer or its service provider’s maladministration or wilful or negligent action or failure to act, has caused the person harm, prejudice, distress or substantial inconvenience;
or the insurer or its service provider has treated the person unfairly; regardless whether submitted together with or in relation to a policyholder query.

All complaints lodged with the Ombudsman/ FAIS/ FSCA is to be dealt with by Guardrisk exclusively. All documents and information relating to such a complaint, must be sent to Guardrisk within 24hours of receipt of the complaint.

Note: There is no service fee charged for registering a complaint.

Treating Customers Fairly (TCF) Outcomes

The Treating Customers Fairly (TCF) Outcomes include:

  • Customers need to feel confident that TCF is central to our culture;
  • Products are designed, marketed and sold to the right customer, meeting their needs;
  • Customers receive clear information that is timely and relevant to them;
  • Customers receive suitable product/ sales advice that takes their circumstances into account;
  • Products and services perform as expected and the service is of an acceptable standard;
  • There are no unreasonable barriers for customers to change or switch products, claim or complain.

Need some more help?

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Underwritten by Guardrisk Microinsurance Company Limited FSP 51674 & Guardrisk Insurance Company Limited FSP 75 Legal Hero Business is an authorised financial services provider operating under the license 45560.

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