Formal Complaint – Unresolved Legal Matters & Poor Service from Clientèle

Dear Clientèle Legal, I am writing to express my deep dissatisfaction with the level of service I have received from your organisation. As a paying client, I expected professional, timely, and supportive legal assistance — especially during times of distress, which is precisely when your services are most needed. On 28 September 2025, I logged a complaint regarding several unresolved legal matters. Despite multiple follow-ups and a clear trail of email correspondence, none of these matters have been resolved to date. This lack of urgency and accountability is unacceptable, particularly from a company that markets itself as a trusted legal service provider. What is most concerning is that Clientèle Legal continues to collect premiums while failing to deliver the services promised. This raises serious questions about compliance with the Consumer Protection Act (CPA) No. 68 of 2008, which guarantees: • The right to fair, just, and reasonable terms and conditions; • The right to fair value, good quality, and safety; • The right to timely performance and resolution of complaints; • The right to accountability from service providers. Your failure to act on my complaint not only violates these rights but also undermines the trust that consumers place in legal service providers. Legal advice is not a luxury — it is a necessity, especially when individuals are vulnerable and seeking protection. I urge you to treat this matter with the seriousness it deserves. If I do not receive a satisfactory resolution within 7 business days, I will escalate this complaint to the Legal Practice Council and the National Consumer Commission, as provided for under South African law. Sincerely,