📋 Complaints Policy

Last updated: May 2025

Legacy Launchpad is committed to providing high‑quality administrative and documentation services. We take all complaints seriously and aim to resolve them fairly, promptly, and confidentially. This policy explains how you can raise a complaint and how we will handle it.

1. Scope

This policy applies to any complaint about:

  • The quality or timeliness of our services or deliverables.
  • The conduct of our staff or contractors.
  • Our fees or payment processes.
  • Any other aspect of our professional relationship.

It does not apply to disputes already subject to legal proceedings or where a court has made a determination.

2. How to Lodge a Complaint

Complaints should be submitted in writing (email preferred) to:

Msimelelo Victor Malusi
Email: info@legacylaunchpad.co.za
Phone: 072 152 3293

Your complaint should include:

  • Your name and contact details.
  • The service or document concerned (reference number or date, if known).
  • A clear description of the issue, including relevant dates.
  • Any supporting documents (emails, drafts, invoices).
  • What outcome you would like (e.g., correction, refund, explanation).

3. Complaint Handling Process

Step 1 – Acknowledgment (within 2 business days)
We will confirm receipt of your complaint and provide the name of the person handling it.

Step 2 – Investigation (within 10 business days)
We will review your complaint, examine relevant files, and may contact you for further information. We aim to resolve straightforward complaints within 10 business days.

Step 3 – Response (within 15 business days of receipt)
We will provide a written response setting out:

  • Our findings.
  • Any action we will take (e.g., correction of a deliverable, partial refund, explanation).
  • If we need more time, we will explain why and give a revised deadline (not exceeding 30 business days total).

Step 4 – Escalation (if dissatisfied)
If you are not satisfied with our response, you may request that the complaint be reviewed by an independent mediator (to be agreed by both parties). The cost of mediation will be shared equally unless otherwise agreed. If mediation fails, the dispute will be resolved in accordance with the arbitration clause in our Service Agreement (governed by South African law).

4. What We Can Do to Resolve a Complaint

  • Correction: If a deliverable contains an error caused by us, we will correct it free of charge within a reasonable time.
  • Partial refund: If the error caused significant inconvenience, we may offer a partial refund proportionate to the affected work.
  • Full refund: In rare cases where we cannot deliver the agreed service at all, we may offer a full refund of fees paid for that service.
  • Explanation: If the complaint arises from a misunderstanding, we will provide a clear explanation.

Our total liability for any complaint is limited to the fees paid for the specific service concerned, as set out in our Service Agreement and Terms of Business.

5. Confidentiality

All complaints will be treated confidentially. Information will only be shared with those necessary to investigate and resolve the complaint. We will not disclose your complaint to third parties without your consent, except as required by law (e.g., regulatory bodies).

6. No Retaliation

We will not treat you unfavourably because you have made a complaint in good faith. Raising a concern will not affect any ongoing or future services, unless the complaint results in termination of the agreement.

7. External Remedies

This policy does not affect your rights to:

  • Lodge a complaint with the National Consumer Commission (NCC) under the Consumer Protection Act.
  • Seek legal advice or take legal action (subject to the limitation of liability clause in our Service Agreement).
  • Report any regulatory breach to the relevant authority (e.g., CIPC, SARS, DSD, PSIRA, etc.).

8. Record Keeping

We will keep a confidential register of all complaints, including the nature of the complaint, our response, and the outcome. This register will be retained for at least three years.

9. Contact for Complaints

All complaints should be directed to:

Msimelelo Victor Malusi
Email: info@legacylaunchpad.co.za
Phone: 072 152 3293

If you feel that your complaint has not been adequately resolved, you may also contact the National Consumer Commission (www.thencc.org.za) for consumer‑related complaints.

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