10 Fenchurch Avenue
When you contact us by email, we strongly suggest that you don’t include any sensitive information (including your client's reference number) to protect the security of you and your client.
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.
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.
At M&G, we take all complaints seriously and commit to the following actions upon receipt of a complaint:
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.