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For institutional investors only. Not for onward distribution to any other type of client. No other persons should rely on the information contained on this website. Past performance is not a guide to future performance. The value of investments will fluctuate and investors may not get back the original amount they invested.
Investor relations enquiries
Press office enquiries
Tom Murray / Stephanie Mackrell
Tulchan
85 Fleet Street
London
EC4Y 1AE
Phone
Complaints process
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 Neil Godfrey, Global Head of Client Group.
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.
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 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.
The views expressed on this webpage should not be taken as a recommendation, advice or forecast.
The value of investments will fluctuate, which will cause prices to fall as well as rise and you may not get back the original amount you invested. Past performance is not a guide to future performance.
M&G Investment Management Limited, authorised and regulated by the Financial Conduct Authority. Registered office: 10 Fenchurch Avenue, London EC3M 5AG. Infracapital is a business name of the European infrastructure division of M&G Investment Management Limited.