Client Complaints Handling Policy

Who this applies to

This Policy applies to existing clients of Legacy Capital Ltd.

How to submit a complaint

You can lodge a complaint using any of the following channels:

• Email: [email protected]
• Telephone: the official telephone numbers published on our website
• Post: the Company’s registered address as published on our website

When submitting your complaint, please include: the date of the incident, a clear description of the issue, your account/identifying details, and any supporting documents (e.g., screenshots, statements, correspondence).

All formal complaints are handled by the Company’s Compliance function. We treat all information and documentation with strict confidentiality.

Acknowledgment and tracking

Once we receive a valid complaint, we will send you a written acknowledgment within two (2) business days. This acknowledgment will include a unique reference number (URN). Please quote the URN in all future communications about your complaint.

Our investigation process

We will review your complaint with the aim of reaching a fair outcome as quickly as possible. During our assessment, we may contact you to explain the process and/or request additional information or documents if needed to complete a thorough review.

Outcome and communication

We will provide our final response once the investigation is complete. If you are dissatisfied with our final response, or if we are unable to resolve the matter, we will inform you how to refer your complaint to the Financial Services Authority (FSA) for independent review, and we will provide the relevant contact details.

General inquiries (not complaints)

For general questions about our services or procedures, please contact [email protected].

Please note that if your message does not meet the criteria of a complaint, the Company may not respond under this Policy.

Confidentiality

All complaint-related information will be handled in confidence and used solely for the purposes of investigating and resolving your complaint, subject to our legal and regulatory obligations.