Need to complain?

Model Portfolio Service

We have very high standards and do everything we can to ensure that all our clients get the best possible service, but even in the best organisations, mistakes can occasionally happen or expectations may not always be met. It is only when our clients take the trouble to tell us about them that we can try and put things right and make improvements for the future.

Ways to complain

  • Telephone: Please phone 0208 162 2478
  • Email: Please email mpscomplaints@mandg.com. Please don't send any personal or confidential information through email.
  • Letter: Please write to M&G MPS Complaints, M&G Wealth Investments LLP, 10 Fenchurch Avenue, London EC3M 5AG. 

It is helpful if you give us as much relevant information as possible relating to your complaint and your contact details.

The Model Portfolio Service from M&G Wealth is a service for financial advisers. If you want to complain about advice you have received, you should contact your financial adviser. 

How your complaint is dealt with

M&G Wealth Investments LLP is part of the M&G plc group and follow the same complaints process as other entities within the group.

Who will deal with my complaint?

A complaint manager will be appointed to resolve any concerns raised to your satisfaction. 

How long will it take for my complaint to be dealt with?

We always try to reach an agreeable solution as quickly as possible with our aim to have your complaint resolved within 3 business days. Business days are Monday to Friday excluding Bank Holidays. Where practical we will call you to resolve the problem immediately.

What will happen if it takes longer than 3 days to deal with my complaint?

Some complaints are more complex than others and may take some time to investigate. So it may not be possible to resolve your complaint within 3 business days. If this is the case we will write to you within 5 business days to let you know that we have received your complaint and that we are dealing with it.

When will I hear from you again?

Where we have to collate and analyse information from different sources it may take longer to deal with your complaint. We will update you on our progress 4 weeks after receiving your complaint.

In the unlikely event of us not having resolved your complaint within 8 weeks of us receiving it, then for certain types of complaints, you have the right to refer to the Financial Ombudsman Service. Full details of your rights will be sent to you after 8 weeks.

Once we have fully investigated your complaint we will write to you with our final response.

What can I do if I am not satisfied with your response?

We will always try to reach an agreeable solution with you but appreciate that there may be occasions when this is not possible.

In these circumstances you have the right to approach an independent complaints authority. In most cases it will be the Financial Ombudsman Service. Full details will be sent to you with our final response.

The Financial Ombudsman Service can be contacted as follows:

Address:
Exchange Tower,
London,
E14 9SR

Telephone: 08000 234 567
Email: Complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

If you decide to approach an independent complaints authority, your legal rights will not be affected if you subsequently decide not to accept their findings.

Issued by M&G Wealth Investments LLP, which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales with company number OC305442. Registered office: 10 Fenchurch Avenue, London EC3M 5AG.

M&G Wealth Investments LLP is a subsidiary of M&G plc, incorporated and registered in England and Wales. Registered office: 10 Fenchurch Avenue, London EC3M 5AG. Registered number 11444019. M&G plc is a holding company, some of whose subsidiaries are authorised and regulated, as applicable, by the Prudential Regulation Authority and the Financial Conduct Authority.