This page explains how to complain, what happens next and how long each step should take. We treat every complaint as information about where our service fell short, and we handle it with the same care whether it is your first week or your third year on the platform.
AfriLegacy AI is committed to a complaints process that is accessible, free of charge, properly recorded and answered within defined timelines. A complaint will never affect the quality of service you receive, the treatment of your funds or your right to withdraw them. Raising a problem early gives us the best chance to fix it while the audit trail is fresh, so please do not sit on one.
Stage 1: submission. Send your complaint to [email protected] with the word COMPLAINT in the subject line, or raise it with your personal manager, who is required to log it the same day.
Stage 2: acknowledgment and case number. We confirm receipt and assign a case reference within one business day. Use that reference in every follow-up so nothing gets lost between channels.
Stage 3: investigation. A handler who was not involved in the events reviews your account history, the audit log and any correspondence, and may come back to you for clarification.
Stage 4: outcome. You receive a written answer with the reasoning, and where the complaint is upheld, the correction applied: a fee reversed, a setting restored, a process changed.
Stage 5: closure. The case is closed once you confirm you are satisfied or the outcome has been fully implemented. If you disagree, stage 5 becomes an escalation under section 05 below.
To investigate properly, include: your full name as registered, the email or phone number on the account, the dates involved, a plain description of what happened, and what outcome you believe would be fair. Screenshots or transaction references help where they exist.
Do not send passwords, one-time codes, full card numbers or copies of documents that were not requested. A genuine complaints handler will never ask for any of these; a request for them is a warning sign of fraud, not procedure.
Acknowledgment with a case number is issued within one business day of receipt. A substantive answer follows within five business days for standard cases. Where a case is complex, for example it involves a third-party payment provider, you will receive an interim update before day five and a final answer within fifteen business days. These timeframes apply during Monday to Friday, 08:00–18:00 SAST (excluding public holidays), excluding public holidays, which is when our complaint handlers work.
If the outcome does not satisfy you, reply to the decision within thirty days and ask for escalation. The file goes to a senior manager outside the original handling chain, who reviews it afresh and responds within ten business days. The Financial Sector Conduct Authority (FSCA) supervises conduct of business in South Africa's financial sector, and you retain the right to approach a competent body with an unresolved financial services dispute; our written final response will state that the internal process is exhausted. We ask only that the internal route be completed first, because it resolves most cases faster than any alternative.
Transparency: every complaint receives a written outcome with reasoning, not just a conclusion. Confidentiality: complaint data is seen only by those handling it and is stored under the protections of our Privacy Policy. Objectivity: handlers are independent of the events complained about. Communication: you hear from us at every stage, even when the news is that an investigation needs more time. Correction: upheld complaints lead to actual corrections, and recurring themes lead to changes in the product. Fairness: complaining never affects your standing, your account features or your withdrawals.
If your complaint concerns someone impersonating AfriLegacy AI, a cloned website or an unexpected request for your details, say so in the first line of your message and mark it URGENT. These cases are triaged ahead of the queue because minutes matter, and the guidance on our Fraud Warning page tells you what to do while we respond.
All complaints and questions about this process go to [email protected], handled by Client Support & Compliance. Postal correspondence is accepted at Sandton business district, Johannesburg, South Africa. Whichever channel you use, the case reference you receive is your key to tracking it.