- Contact us
- Complaints process
Ensuring your information is kept up to date
As part of our regulatory obligation to ensure that the information we hold on organisations and individuals we do business with, including any associated parties is kept up to date, we may have to reach out to you if something requires updating on your file.
If we require information from you, we will email you from either of the following email addresses:
- Duediligence_support@mandg.com
- FCC_Team@mandg.co.uk
We may also ask that you log in to our due diligence portal to review the request and respond. The portal URL is https://outreach.mandg.com/.
Charities Helpline & Dealing
Call us:
0800 917 4472
(09:00 - 17:00 weekdays)
Please call this line if you already invest in an M&G fund and need help with the following:
- Place deals
- Valuations and post-sales enquiries
- Check your transaction history
- Change mandate details on behalf of your charity
- Raising contract notes
- Dealing or price-related queries
For security purposes and to improve the quality of our service, we may record and randomly monitor telephone calls. Before we help you with your enquiry, we will ask you to identify yourself.
Richard Macey, Director of Charities
020 8162 3623
(08:00 - 16:30 weekdays)
Please contact Richard if you are interested in investing in an M&G fund.
Richard Macey is a highly experienced employee of M&G having joined the company in 1995. Over this time, he has held a variety of client serving roles, where he has worked with charities, stockbrokers, consultants and IFAs.
For the past ten years, Richard has concentrated solely on M&G’s Charities business, responsible for providing expert support to consultants and charity investors on all aspects of charity assets.
Richard graduated from the University of Southampton in 1995 with a BSc (Hons) degree in Population Studies.
Email us:
When contacting us by email, we suggest that you don’t include any sensitive information to protect your security. Where you’ve requested a reply, we aim to respond to all emails within three business days.
Write to us:
M&G Charity Department
PO Box 9038
Chelmsford
CM99 2XF
Complaints
At M&G we will always do our best to treat you the way you want to be treated but we acknowledge that sometimes we will not get it right.
We will deal with all complaints in accordance with our Customer Complaints Charter.
You can contact us by phone 09:00 to 17:00, Monday to Friday on:
0800 917 4472
Or via email:
When contacting us by email, we suggest that you don't include any sensitive information to protect your security.
If you prefer to write to us please send it to:
Complaints
Customer Relations
PO Box 9038
Chelmsford
CM99 2XF
View our complaints report. Data is published in accordance with the Financial Conduct Authority regulations.
All calls are free within the UK. For your security and to improve the quality of our service we may record and monitor telephone calls. Existing customers will require their M&G client reference. Failure to provide this will affect your ability to transact with us.
Please be aware of the Financial Ombudsman Service that can be used free of charge by some Charities – Please visit the Financial Ombudsman Service website to see if the Charity is eligible to use the service. You will need to give us a chance to respond to your complaint before using them but we will inform you further of your rights with our correspondence.
Their contact details can be found here.
Complaints Process
If you have a complaint
We are sorry that you have had cause to complain to M&G. Your business is important to us and we endeavour to resolve any concerns fairly, effectively and promptly.
Making a complaint
If you have a complaint about any aspect of the provision of service to you, you may make the complaint directly to us, either by writing, telephoning or e-mailing.
All relevant details should be set out clearly. Complaints may be addressed to your Client Director or the M&G Chief Executive.
In addition to engaging with your Client Director in the normal manner, you can contact us by writing to M&G, 10 Fenchurch Avenue, London EC3M 5AG or by calling us free on 0800 328 3192 from 9.00am to 5.00pm, Monday to Friday. For your protection calls may be recorded.
Our commitment
At M&G, we take all complaints seriously and commit to the following actions upon receipt of a complaint:
- We endeavour to acknowledge any complaint within 5 working days.
- If we are unable to resolve your complaint within four weeks of receipt, we will send you a written update explaining why we are not in a position to resolve your complaint and an indication of when we will make further contact.
- If your complaint has still not been resolved within eight weeks of receipt we will send you a response explaining why we are still not in a position to make a final response, giving reasons for the further delay with an indication of when you will hear further details from us.
Investigating your complaint within M&G
Your complaint will be investigated by a dedicated member of staff who was not directly involved in the matter that is the subject of your complaint. We will ensure that an employee of appropriate seniority who is independent of the matter commences an investigation. We will also, where possible, take the appropriate action to prevent reoccurrence.
If you telephone us during our investigation and the member of staff handling your complaint is not available, then another member of our team will be more than happy to help you.
We want our customers to be happy with our service and we hope to resolve any matters quickly and to our mutual satisfaction. We welcome feedback on any aspect of our service.
