Glacier is the investment platform business of Sanlam, trading as Glacier by Sanlam. It is a platform rather than a direct-to-public product house, which shapes how you contact it: most Glacier investments are placed through a financial adviser, and the platform runs separate logins for clients and for intermediaries.
Official contact channels
- Telephone: 021 917 9002, published as +27 21 917 9002
- Alternative number: 086 045 2364, published alongside the first as a contact number rather than a fax
- Hours for both lines: Monday to Friday, 08:00 to 17:00
- An enquiry form is published on the Glacier contact page
- Separate logins are published for clients and for intermediaries
Have your Glacier investment number ready before calling. Because the platform administers investments placed through advisers, the first thing the service team needs is the account identifier rather than your name.
If you invested through a financial adviser, that adviser remains your first port of call for advice about the investment. Glacier administers the platform and can answer administrative questions, but advice on whether to switch, withdraw or restructure sits with the adviser who holds the mandate.
What this organisation provides
- An investment platform administering retirement, savings and income products under the Sanlam group
- Client and intermediary portals for viewing and managing investments online
- A published complaints brochure, available in English and Afrikaans
The complaints brochure is worth downloading before you escalate anything. It sets out the platform own complaints procedure and the timelines it works to, which is the sequence an ombud will expect you to have followed.
Address and operating information
- Address: Glacier Place, 1 Sportica Crescent, Tyger Valley, Western Cape
- Office hours: Monday to Friday, 08:00 to 17:00
- No Saturday, Sunday or public holiday service is published
Tyger Valley is in the northern suburbs of Cape Town, near Bellville. The platform is administered from there rather than from Sanlam head office in Bellville itself, so use this address for Glacier correspondence specifically.
Support and escalation routes
- Raise it with Glacier first on 021 917 9002 and get a reference number
- Where the complaint is about advice you were given at the point of sale, that is a matter for the FAIS Ombud, which deals with financial services providers and advisers
- Where the complaint is about the product or how the investment was administered, the National Financial Ombud on 0860 800 900 covers long-term insurance and investment disputes
- Retirement fund complaints specifically go to the Pension Funds Adjudicator
Choosing between those routes turns on what went wrong. Bad advice about whether a product suited you is a FAIS matter against the adviser; an administration error, a delayed switch or an incorrect fee is a matter against the platform. Sending it to the wrong body adds weeks.
Sources
- Glacier by Sanlam contact page, glacieronline.co.za, read 3 September 2026