Complaints Procedure

Last updated: July 2026

If you're unhappy with any financial service you've received from me, I want to hear about it and put it right. This page explains how to complain and what happens next, in line with the FAIS Act and the General Code of Conduct.

Step 1 — Raise it with me directly

Contact me with the details of your complaint, in writing where possible:

Please include your name, contact details, the nature of the complaint, relevant dates, and any supporting documents. I will acknowledge your complaint promptly, investigate it properly, and respond with an outcome. Complaints are handled under the complaints management framework of The Legacy Planning Institute (Pty) Ltd t/a Innovative Financial Advisor Services, an authorised financial services provider (FSP No. 51872), and may be escalated internally to the key individual or compliance officer.

Step 2 — The FAIS Ombud

If your complaint isn't resolved to your satisfaction, or you haven't received a final response within six weeks, you have the right to refer it to the Ombud for Financial Services Providers (FAIS Ombud) — a free, independent dispute resolution service. A referral must generally be made within six months of receiving the final response.

Conflict of interest

A conflict of interest management policy, as required by the General Code of Conduct, is maintained by Innovative Financial Advisor Services and is available on request — just ask via any of the contact details above.