Allan Gray
Verified Business
|2.3|25 Reviews (last 12 months)|Responds in 29h 11m
Allan Gray
Verified Business
|2.3
25 Reviews (last 12 months)
Responds in 29h 11m
AI Review Summary
Based on recent customer reviews, Allan Gray earns strong praise for individual call centre consultants such as Kwanele, Zishaan, Luke and Lungelo, described as patient, professional and willing to go the extra mile. Most feedback, however, centres on administrative frustration: pension, provident and retirement fund withdrawals or transfers stalling for weeks, template email replies citing high volumes, unanswered follow-ups, and lengthy telephone hold times. Clients also struggle with PingID login and verification steps, the ending of walk-in office service, and unclear endowment restriction terms.
Performance(last 12 months):
Trustindex Rating
4.2Ranked In Financial Services
#81Reply Time
29h 11mNPS Score
22Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 20h 14m
TrustIndex
4.2
Ranking
#81
in Financial Services
Reply Time
29h 11m
NPS Score
22
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 20h 14m
Review Distribution
2.3|25 Reviews
Oct '25 - Sep '26
Recent reviews (25)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceRA
Raees A
1 reviews | Active since Feb 2022
14 Sept 2026, 23:27
Best Investment House I’ve Ever Dealt With
Having been in the financial services industry for 15 years, I honestly wish I had started dealing with Allan Gray sooner. What really stands out is their exceptional service and efficiency. You never seem to wait more than two minutes on the line before getting assistance, and on several occasions, I’ve personally had my queries resolved within just two minutes. That level of responsiveness is extremely rare in the financial services industry. From the quality of their service to the professionalism of their team, Allan Gray consistently sets the standard for what a great investment house should be. Best investment house I’ve dealt with, without a doubt. Well done, Allan Gray — keep up the excellent work! 👏
Helpful (0)
|Replies (0)RA
Raees A
1 reviews | Active since Feb 2022
14 Sept 2026, 23:27
Best Investment House I’ve Ever Dealt With
Having been in the financial services industry for 15 years, I honestly wish I had started dealing with Allan Gray sooner. What really stands out is their exceptional service and efficiency. You never seem to wait more than two minutes on the line before getting assistance, and on several occasions, I’ve personally had my queries resolved within just two minutes. That level of responsiveness is extremely rare in the financial services industry. From the quality of their service to the professionalism of their team, Allan Gray consistently sets the standard for what a great investment house should be. Best investment house I’ve dealt with, without a doubt. Well done, Allan Gray — keep up the excellent work! 👏
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Replies (0)DM
Dhesu M
1 reviews | Active since Mar 2009
27 Aug 2026, 17:03
Alan Gray a month later has not started the transfer process due to their multiple requests and back and forth
I am trying to transfer my pension and retirement annuity to Easy Equities. I started the process a month ago and Alan Gray fist asked for a selfie and some other information for verification after I signed the forms. I phoned the call centre and did the verification as I was not prepared to submit all that they require. Then they asked for an easy equities form which I submitted. They then said that is not the right form. Then I asked Easy equities to submit a form which they created and submittd to me for signature. That was submitted to Alan Gray. Now Alan Gray asks me to clarify the instruction. A month later and the process has not started whereas I placed the same request to their competitors and they are midway in the process of transfer,
Helpful (0)
|Replies (1)DM
Dhesu M
1 reviews | Active since Mar 2009
27 Aug 2026, 17:03
Alan Gray a month later has not started the transfer process due to their multiple requests and back and forth
I am trying to transfer my pension and retirement annuity to Easy Equities. I started the process a month ago and Alan Gray fist asked for a selfie and some other information for verification after I signed the forms. I phoned the call centre and did the verification as I was not prepared to submit all that they require. Then they asked for an easy equities form which I submitted. They then said that is not the right form. Then I asked Easy equities to submit a form which they created and submittd to me for signature. That was submitted to Alan Gray. Now Alan Gray asks me to clarify the instruction. A month later and the process has not started whereas I placed the same request to their competitors and they are midway in the process of transfer,
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Replies (1)MM
Makabi M
1 reviews | Active since Jul 2025
26 Aug 2026, 03:08
Token of appreciation
Hi. I would like to take this opportunity to thank Lungelo for his patience and commitment to his. Thank you very much for helping me yesterday and My apologies for taking out my frustration on you.. but with that said we need more people like you, people who would an extra mild for clients to make sure that situation is resolved quickly and efficiently.. Thank you very much
Helpful (0)
|Replies (1)MM
Makabi M
1 reviews | Active since Jul 2025
26 Aug 2026, 03:08
Token of appreciation
Hi. I would like to take this opportunity to thank Lungelo for his patience and commitment to his. Thank you very much for helping me yesterday and My apologies for taking out my frustration on you.. but with that said we need more people like you, people who would an extra mild for clients to make sure that situation is resolved quickly and efficiently.. Thank you very much
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Replies (1)SA
Sakina A
1 reviews | Active since Jul 2026
21 Jul 2026, 11:21
Allan Gray -dissatisfied
My father has been struggling over a month to complete and receive his retirement fund! He sended all the required documents and absolute zero feedback !!! We call,email,voicemail,WhatsApp and receive no feedback .Utterly dissapointed ,they treat you as if you are asking them for a loan.Wish we had an option op zero star review !!!
Helpful (0)
|Replies (1)SA
Sakina A
1 reviews | Active since Jul 2026
21 Jul 2026, 11:21
Allan Gray -dissatisfied
My father has been struggling over a month to complete and receive his retirement fund! He sended all the required documents and absolute zero feedback !!! We call,email,voicemail,WhatsApp and receive no feedback .Utterly dissapointed ,they treat you as if you are asking them for a loan.Wish we had an option op zero star review !!!
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Replies (1)SS
Shamilla S
1 reviews | Active since Oct 2022
16 Jul 2026, 14:49
EXCELLENT SERVICE WITH GRACE AND PATIENCE
I couldn't log into my account. Consultant Zishaan took my call. I am technology challenged and Zishaan helped me log back in with unbelievable patience and experience. Exceptional great service.
Helpful (0)
|Replies (1)SS
Shamilla S
1 reviews | Active since Oct 2022
16 Jul 2026, 14:49
EXCELLENT SERVICE WITH GRACE AND PATIENCE
I couldn't log into my account. Consultant Zishaan took my call. I am technology challenged and Zishaan helped me log back in with unbelievable patience and experience. Exceptional great service.
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Replies (1)NM
Nayna M
1 reviews | Active since May 2019
8 Jul 2026, 12:24
Disappointment in Allan Gray over ending walk-in services amid poor digital/telephonic support
As a loyal Allan Gray client since 2004, I would like to express my strong disagreement with their decision to stop serving walk-in clients. Given the current state of telephonic and email support, this decision is premature and deeply frustrating. My recent experiences with Allan Gray's remote channels have been consistently poor: Email Delays: Email correspondence is slow, typically met with automated templates citing "high administrative volumes" and longer processing times for withdrawals, transfers, and requests. Inefficient Phoning: Calling the ***line results in excessive hold times. While the *** number connects faster, the service itself is lacking. Consultants frequently lack the necessary information, requiring long hold times or callbacks to consult with managers. In contrast, visiting your offices directly has always been the most fruitful and efficient way to resolve issues. Allan Gray should significantly optimize and improve its online and telephonic support infrastructure before cutting off face-to-face service. As a long-standing client, I urge you to reconsider this decision until your digital channels can adequately support it.
Helpful (0)
|Replies (1)NM
Nayna M
1 reviews | Active since May 2019
8 Jul 2026, 12:24
Disappointment in Allan Gray over ending walk-in services amid poor digital/telephonic support
As a loyal Allan Gray client since 2004, I would like to express my strong disagreement with their decision to stop serving walk-in clients. Given the current state of telephonic and email support, this decision is premature and deeply frustrating. My recent experiences with Allan Gray's remote channels have been consistently poor: Email Delays: Email correspondence is slow, typically met with automated templates citing "high administrative volumes" and longer processing times for withdrawals, transfers, and requests. Inefficient Phoning: Calling the ***line results in excessive hold times. While the *** number connects faster, the service itself is lacking. Consultants frequently lack the necessary information, requiring long hold times or callbacks to consult with managers. In contrast, visiting your offices directly has always been the most fruitful and efficient way to resolve issues. Allan Gray should significantly optimize and improve its online and telephonic support infrastructure before cutting off face-to-face service. As a long-standing client, I urge you to reconsider this decision until your digital channels can adequately support it.
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Replies (1)KV
Ken V
1 reviews | Active since Dec 2012
10 Jun 2026, 04:50
Frustration with online login changes
I don't regularly sign in to my Allan Gray account but now I need my Tax Certificates so I wanted to sign in. User Name and Password were OK but then I got a message to use a 2 digit code sent to Ping ID! WHAT is that??? So I look on my phone and I see a PingID App and download it. Butt that now wants me to scan a QR code from my laptop. Where on my laptop?? So I look for PingID on my Mac laptop and there is not one. So now I try using SMS and eMail. I get a SMS and enter the 4 digit code then there is a message that I must enter one sent to my eMail. And I wait and wait - no email. So I press resend and wait and wait - no email. Then I log right out and try to log in again. Exactly the same frustration. Allan Gray surely you can make it easier to get a tax certificate!!!
Helpful (0)
|Replies (3)KV
Ken V
1 reviews | Active since Dec 2012
10 Jun 2026, 04:50
Frustration with online login changes
I don't regularly sign in to my Allan Gray account but now I need my Tax Certificates so I wanted to sign in. User Name and Password were OK but then I got a message to use a 2 digit code sent to Ping ID! WHAT is that??? So I look on my phone and I see a PingID App and download it. Butt that now wants me to scan a QR code from my laptop. Where on my laptop?? So I look for PingID on my Mac laptop and there is not one. So now I try using SMS and eMail. I get a SMS and enter the 4 digit code then there is a message that I must enter one sent to my eMail. And I wait and wait - no email. So I press resend and wait and wait - no email. Then I log right out and try to log in again. Exactly the same frustration. Allan Gray surely you can make it easier to get a tax certificate!!!
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Replies (3)A
Anonymous
1 reviews | Active since Apr 2017
9 Jun 2026, 09:09
Excellent customer service
I recently had an excellent customer support experience with Allan Gray. I was unable to log in, and a consultant named Luke assisted me. He showed exceptional patience throughout the process and was incredibly helpful and professional. His positive attitude and willingness to go the extra mile really stood out. Allan Gray is fortunate to have him — a true asset to the team.
Helpful (0)
|Replies (1)A
Anonymous
1 reviews | Active since Apr 2017
9 Jun 2026, 09:09
Excellent customer service
I recently had an excellent customer support experience with Allan Gray. I was unable to log in, and a consultant named Luke assisted me. He showed exceptional patience throughout the process and was incredibly helpful and professional. His positive attitude and willingness to go the extra mile really stood out. Allan Gray is fortunate to have him — a true asset to the team.
0
Replies (1)