Complaints Process
Excessible is committed to handling every complaint promptly, fairly and transparently. This page explains how to raise a complaint, what you can expect from us, and your right to escalate the matter if you are not satisfied.
Our complaints process is maintained in line with the Financial Advisory and Intermediary Services Act, 2002 (FAIS Act) and the General Code of Conduct for Authorised Financial Services Providers. We treat your feedback as an opportunity to put things right and to improve our service.
How to lodge a complaint
Please submit your complaint in writing through any of the following channels:
Email: complaints@excessible.co.za
Postal address: 61A George St, Glen Austin AH, Midrand, 1685
In person / walk-in: 61A George St, Glen Austin AH, Midrand, 1685 (Monday to Friday, 9:00am–5:00pm)
Telephone: 010 534 7537
What to include
To help us resolve your complaint quickly, please provide:
- Your full name and contact details;
- A clear description of the issue, with any relevant supporting documents; and
- The financial service and the representative involved.
What you can expect from us
- Acknowledgement. We will acknowledge your complaint within 2 business days, giving you a reference number and the name of the complaints officer handling the matter.
- Investigation. We will investigate by reviewing the relevant documentation and liaising with the representative(s) involved.
- Resolution. We aim to resolve complaints within 30 business days of receipt.
- Outcome. Once our investigation is complete, we will inform you of the outcome in writing, including the details of the investigation, the resolution offered (if any), and any steps taken to prevent similar issues in future.
- If we need more time. If we are unable to resolve your complaint within the stated period, we will notify you of the reasons for the delay and the expected timeline for resolution.
If you are not satisfied — escalation to the Ombud
If you are dissatisfied with our resolution, you may refer your complaint to the relevant Ombud, free of charge. A complaint may generally be referred within six months of our final response.
FAIS Ombud — the Office of the Ombud for Financial Services Providers, for complaints about financial advice or intermediary services.
Telephone: 012 762 5000 · Sharecall: 086 066 3274
Email: info@faisombud.co.za · Web: www.faisombud.co.za
Physical: 125 Dallas Avenue, Menlyn Central, Waterkloof Glen, Pretoria, 0010 · Postal: P.O. Box 41, Menlyn Park, 0063
National Financial Ombud Scheme (NFO) — Life Insurance Division — for complaints about life, funeral, disability and similar long-term insurance products. (The former Office of the Ombudsman for Long-Term Insurance now forms part of the NFO.)
Sharecall: 0860 800 900 · Telephone: 076 574 8055
Email: info@nfosa.co.za · Web: www.nfosa.co.za
Our records
We keep records of all complaints and how they were handled, and we review complaint trends regularly to improve our service.
This complaints process forms part of Excessible's Complaints Management Framework.
Last reviewed: 14 September 2026 · Excessible (Pty) Ltd · FSP No. 55248 · Authorised Financial Services Provider regulated by the FSCA.