Contact us

UK

M&G Investments
10 Fenchurch Avenue
London
EC3M 5AG
United Kingdom

+44 (0)20 7626 4588

Email

Belgium

M&G Luxembourg
SA Belgian Branch
Avenue Louise 54
1050 Brussels
Belgium

+33 7 63 93 33 32

Email

France

M&G Investments
8, rue Lamennais
Paris
75008
France

+33 (0)17 170 3020


 

Germany

M&G Investments
Main Building
Taunusanlage 19
Frankfurt am Main
60325
Germany

+49 (0)691 338 6720

Email

Italy

M&G Investments
Via Santa Maria Segreta, 6
Milano
20123
Italy

+39 02 3206 551

Email

Luxembourg

M&G Investments
16, Boulevard Royal
L-2449
Luxembourg

+352 26378946

 

Email

Netherlands

M&G Investments
World Trade Center, Tower H
Zuidplein 36
Amsterdam
1077 XV
The Netherlands

+352 267054

Email

Spain

M&G Investments
Calle Fortuny, 6 - 4º A
Madrid
28010
Spain

+34 91 561 5253

Sweden

M&G  Investments
Birger Jarlsgatan 14,
114 34 Stockholm
Sweden

+46 702 664 424

 

Email

Switzerland

M&G Investments
Talstrasse 66
8001 Zurich
Switzerland

+41 (0)43 443 8200

Email

Vienna

M&G Luxembourg S.A.
Kärntner Ring 5-7/7
A-1010 Wien
Österreich

+43 1 205 1160 103


Email

Australia

M&G Investments (Australia) Pty Ltd
Suite 1329, 
Level 10,
420 George Street, 
Sydney NSW 2000,
Australia

 


Email

Hong Kong

M&G Investments
Unit 1002
LHT Tower
31 Queen’s Road
Central Hong Kong
Hong Kong

+852 3725 3188

Email

Japan

M&G Investments Japan
13/F Tokyo Toranomon Global Square
1-3-1 Toranomon, Minato-ku, Tokyo
105-0001

+81-3 4550-6843



Email

Singapore

M&G Investments
138 Market Street
CapitaGreen #35-01
48946
Singapore

+65 6349 9000

 

Email

South Korea

M&G Real Estate Korea Co. Ltd.
17th Floor, Kyobo Building
1 Jongno
Jongno-gu
Seoul 110-714
South Korea

822-6220-1400

Email

Chicago

M&G Investments
30 S. Wacker Drive
Suite 3750
60606 IL
Chicago
USA

Barry Ziering

Head of Real Assets Capital Markets, North America

(+1) 201 572 7347

Email

Complaints process for UK/Real Estate/Other

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.

If you have a complaint about any aspect of the provision of service to you, you may direct the complaint to your Client Director or Jonathan Daniels (Managing Director for M&G Group).

We want our clients to be happy with our service and we hope to resolve any matters quickly and to our mutual satisfaction.

Complaints Process for Australia/Hong Kong/Singapore/South Korea

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 the relevant contact details in the ‘Contact Us’ section of this website 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 clients 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. 

 

Complaints process for Japan

苦情処理措置および紛争解決措置

当社は、「苦情紛争処理規定」を定め、正確かつ効率的に苦情等に関する事実関係を確認し、迅速かつ誠実にその解決を図るように努めます。

1. 当社の苦情等に関する窓口

M&G Investments Japan株式会社
105-0001東京都港区虎ノ門1-3-1東京虎ノ門グローバルスクエア13F
電話番号:03-4550-6843
受付時間:平日9:00~17:00

お客様の苦情等の受付の後、社内担当者より内容の照会と事実確認のご連絡をさせていただきます。

2. 紛争解決及び訴訟

当社は、上記により苦情等の解決を図るほかに、特定非営利活動法人証券・金融商品あっせん相談センター(FINMAC)を通じて紛争解決および訴訟の解決を図ります。

特定非営利活動法人証券・金融商品あっせん相談センター(FINMAC)

住所:東京都中央区日本橋茅場町2-1-1 第二証券会館

電話:0120-64-5005(フリーダイヤル)(月~金9:00~17:00祝日等を除く)

Complaints process

Applicable for Belgium, France, Germany, Italy, Luxembourg, Netherlands, Spain, Sweden, Switzerland

M&G Investments developed a Complaints Handling Policy to ensure that any complaint our clients may have in relation to our products or our services are treated fairly, without undue delays and in line with applicable regulatory requirements.

How to file a complaint with us

All complaints must clearly indicate the client’s contact details and include a description of the reason for the complaint. The complaints can be transmitted by email to your regular contact at M&G Investments or:

  • Via email to GOCS@mandg.com
  • Via registered mail. The letter should be sent for the attention of Complaints Handling of M&G Investments at:

M&G Investments
16 boulevard Royal,
L-2449, Luxembourg,
Grand-Duchy of Luxembourg

Complaints handling Process:

  • Complaints will be handled in a careful and prompt manner. M&G Investments will strive to acknowledge receipt of the complaint in writing, within 5 business days of receipt.

  • M&G Investments will provide you with the contact details of the person in charge of handling your complaint.

  • M&G Investments will endeavor to resolve all the complaint as fairly as possible and at the earliest convenience.

  • Within one month of receipt of the complaint, M&G Investments will inform you in writing of the results of our investigation and will propose you a solution.

  • In case of complex complaints, it may take longer to investigate or to find a solution. In this instance we will reach out to you and will inform you when you can expect to receive an answer.

  • You have the possibility to escalate your complaint further to the management of M&G Investments

  • M&G Investments will provide you with the contact details of the person responsible for the complaint handling at management level

  • You have a right for further escalation to a Luxembourg Financial Regulator, ‘Commission de Surveillance du Secteur Financier’. Information about out-of-counter complaints resolution in Luxembourg can be found on the CSSF’s web-site: https://www.cssf.lu/en/customer-complaints/

If your complaint was not resolved to your full satisfaction by the managment of M&G Investments, you have a possibility to file a request for an out-of-court complaint resolution with the Commission de Surveillance du Secteur Financier (CSSF).

The CSSF is competent to receive complaints from customers of the professionals subject to its supervision and to act as an intermediary in order to seek an amicable settlement of these complaints (in accordance with the provisions of the CSSF Regulation N° 16-07 relating to out-of-court complaint resolution).

The request must be filed with the CSSF in writing, by post, by fax or by email, or online on the CSSF website.

Commission de Surveillance du Secteur Financier

Legal Department
283, route d’Arlon
L-2991 Luxembourg

Fax: (+352) 26 25 1 – 2601

Email: reclamation@cssf.lu

Please note CSSF complaints handling process in the context of COVID-19.

In the framework of the fight against the spread of the Coronavirus (COVID-19), the CSSF informed the public on 17 March 2020 that it remains operational, although its offices are closed to the public. In that respect please note that new complaints to be lodged with the CSSF as well as any communication concerning complaints already registered with the CSSF should be sent by e-mail to reclamation@cssf.lu (please attach the complaint form duly completed, dated and signed to your e-mail, together with all the documents mentioned therein) instead of or in addition to regular mail, or by using the online complaint form of the CSSF.

Please note also that all outgoing communication from the CSSF will be by e-mail and will not be manually signed.