Skip to main content

Resolving your complaint

Our aim is to deliver excellent customer service to you at all times. However we realise that there may be times when our service doesn’t meet your expectations.

If you’ve experienced poor service, we’d like you to tell us so that we can resolve your concerns as soon as possible.

On this page you'll find information on how you can contact us and what to can expect from us. And for more details, take a look at our Complaints Policy. 

Complaint FAQs

You can contact us in a number of ways:

Call us

0345 120 3022

We're open Monday to Friday 9.00am-5.00pm. (Calls may be recorded for your protection)

Write to us

Complaints Team, Trimbridge House, Trim Street, Bath BA1 1HB

Email us

platformcomplaints@mandg.com

We’ll assign a dedicated team member to manage your complaint. Your complaint manager will have authority to settle your complaint, or will work closely with someone you've given authority to. If your complaint manager is not available when you contact us, someone else on the team will be happy to help you. We want to resolve your complaint so that we’re all satisfied with the outcome. 

We’ll try and resolve your complaint as soon as possible. But sometimes it takes longer for us to look into the issue and understand what’s happened.

  • We’ll write to you within five working days to acknowledge your complaint. If we fully understand the issue, we’ll give you a response in this letter. But if it’s going to take us longer to understand the situation, we’ll explain what’s happening next and let you know the name of your complaint manager.
     
  • If we’ve not resolved your complaint within four weeks, we’ll contact you to let you know how your complaint is progressing.
     
  • If we haven’t resolved your complaint within eight weeks, we will:
    - Write to you to let you know why we’ve not resolved your complaint.
    - Let you know what we’re doing next.
    - Explain your right to refer your complaint to the Financial Ombudsman Service.

You may want to engage a third party to help you with managing a complaint. Please note, it’s worth checking how much they may charge you as you’ll be responsible for any of their charges.

You can also ask an ombudsman service general questions about your complaint at any time. However, they may recommend you follow the process outlined in our complaints policy before referring a complaint on to them.

Our complaints service, the Financial Ombudsman Service and The Pensions Ombudsman are all free of charge.

For further details on ombudsman services please click into the next section called 'I'm not happy with the outcome of my complaint, what can I do?'. 

M&G Wealth Platform are committed to investigating all complaints fairly and thoroughly. However, if you’re unhappy with the outcome of your complaint, you have the right to refer it to an ombudsman service.

Ombudsman services are free impartial service that have the legal authority to correct issues as necessary. Depending on the nature of your complaint you may wish to refer your complaint to the Financial Ombudsman Service or The Pensions Ombudsman.

The Financial Ombudsman Service (FOS)

The Financial Ombudsman Service (FOS) handles complaints between financial service companies, such as the M&G Wealth Platform, and their customers. 

 

You have six months from the date of our final response to refer your complaint to the Financial Ombudsman. Referring your complaint to the Financial Ombudsman does not affect your right to take any legal action.

 

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

You can also submit a complaint online: https://www.financial-ombudsman.org.uk/make-complaint

 

The Pensions Ombudsman (TPO)

The Pensions Ombudsman (TPO) deals with complaints and disputes about the administration and/or management of occupational and personal pension schemes.

 

You must refer your complaint to The Pensions Ombudsman within three years of when the event(s) you are complaining about happened. Or, within three years of when you first knew about it (or ought to have known about it). There is discretion for those time limits to be extended

 

Address: 10 South Colonnade, Canary Wharf London, E14 4PU 

Telephone: 0800 917 4487

Email: enquiries@pensions-ombudsman.org.uk

Website: www.pensions-ombudsman.org.uk

You can also submit a complaint online: www.pensions-ombudsman.org.uk/making-complaint

Complaints form

We're sorry that you have reason to complain. By filling in the form fields below, you’re providing us with information we need to make sure your complaint is dealt with quickly and by the right customer services team. For more detail on how we will use your personal information, please see our privacy policy.

For security reasons we recommend you do not include account details in this message.

Visit M&G plc

The M&G Wealth Platform is provided by Investment Funds Direct Limited, registered in England and Wales No. 1610781. Registered Office: 10 Fenchurch Avenue, London EC3M 5AG. Authorised and regulated by the Financial Conduct Authority: 114432.

Investment Funds Direct Limited 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.