Contact us

Contact us by email

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. If you’ve requested a reply, we aim to respond to all emails within three business days.

By post

M&G Customer Relations,
The M&G Group,
PO Box 9039,
Chelmsford, CM99 2XG

If you're and existing customer, quote your name, M&G Client Reference and sign any written communication to M&G. Failure to provide this may affect our ability to correspond with you.

Financial Adviser Helpline

0800 328 3191
(08:00 - 18:00 Monday to Friday)

Call us for:

  • Valuations and post-sales enquiries
  • Agency and commission 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
  • Give us your firm’s FCA number
  • Confirm selected information relating to our mutual customer

Dealing line

0800 328 3196
(08:00 - 18:00 Monday to Friday)

Call us for:

  • Dealing instructions
  • Raising contract notes
  • Dealing or price-related queries

Website Helpline

0800 316 6570
(08:00 - 18:00 Monday to Friday, 09:00 - 13:00 Saturdays)

Call us for:

  • Any queries on our website


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 usual M&G contact, the M&G Chief Executive or:

The M&G Group
PO Box 9039
CM99 2XG

Or via email

In addition, you can call use free on 0800 328 3192 (bold number) from 09:00 to 17:00, Monday to Friday.

For your security and to improve the quality of our service we may record and monitor telephone calls.

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.

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 five 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.

Alexander Matcham

Interim Head of UK Wholesale Sales

020 8162 2388

Rupert Wooster

Sales Director (London)

020 8162 2636

Stephen Kelly

Sales Director (London & the South)

020 8162 2808

Jasmine Miller

Client Relationship Manager (London and South East)

020 8162 0474

Andrew Burns

Sales Director (Birmingham, North of England & Scotland)

020 8162 3348

Chris Elliott

Sales Director (North of England, Scotland, Northern Ireland and Isle of Man)

020 8162 2613

Andrew Holmes

Sales Director (Midlands, South West & South Wales)

020 8162 2724

Thomas Tillett

Client Relationship Manager (The Regions)

020 8162 3502

Lee Dineen

Sales Director (Partnerships)

020 8162 2289

David Halfacre

Sales Director (Partnerships)

020 8162 3558

Rebecca Broadbent

020 8162 4830

Beth Edwards

Sales Support (London and the South)

020 8162 3208

Rebecca Dack

Sales Support (The Regions)

020 8162 3811

Sophie Jones

Sales Support (London)

020 8162 1053

Christopher Goodbody

Sales Support (Partnerships)

020 8162 4347