Help with switching

This help screen covers frequently asked questions for:

Switching funds within the same product or from one product to another

General technical queries

If your question or issue is not covered here please contact us via email at info@mandg.co.uk or by phone:

  • For enquiries regarding your M&G Investments, call our Customer Relations team on 0800 390 390. Existing customers will require their M&G client reference. Failure to provide this will affect your ability to transact with us.
  • For technical enquiries about the use of ‘My Account’, call our Website Helpline on 0800 316 6570.

Both lines are open from 8.00am to 6.00pm Monday to Friday and from 9.00am to 1.00pm on Saturday. All calls are free within the UK. For security purposes and to improve the quality of our service, we may record and monitor telephone calls.

Please note: information contained within an email cannot be guaranteed as secure. When corresponding with M&G via email, we advise that you do not include any sensitive information such as your account or debit card details. We will respond within 3 working days. (excluding weekends and Bank Holidays).

Switching funds within the same product or from one product to another

1.  Are there any charges applicable when switching funds or products within M&G?

Switching your funds within M&G can sometimes be far cheaper than starting a new investment; in fact you can often receive a substantial discount on the initial charge. Charges can also be incurred depending on the circumstances of your switch. We recommend that you confirm any charges applicable to your switch by calling our Customer Relations team on 0800 390 390, or if you require any further information including minimum switching limits prior to making this transaction.

2.  I am trying to enter the total amount in cash that I wish to switch but it just shows as 100% in the percentage field. What should I do?

By entering the total amount in cash in this way the system assumes that you wish to switch 100% of your holding. The result will be the same and you need only click on the 'continue' button to progress your switch transaction.

3.  When attempting to switch I have been presented with a long list of relevant funds to choose from. What is the difference between 'Class A' and 'Class X'?

Many M&G funds offer a choice of two share classes: Sterling Class A shares, which may carry an initial charge of up to 5%, and Sterling Class X shares, which do not carry an initial charge but have a reducing withdrawal fee. For full details on available share classes and charges please read the Important Information for Investors document.

4.  I'm trying to switch into an ISA but I do not have a National Insurance number. What should I do?

You must have a valid National Insurance number in order to switch into an ISA online. A temporary National Insurance number is not acceptable. If you wish to complete your switch without a National Insurance number, or with a temporary National Insurance number, please contact our Dealing Line on 0800 328 3196 so that you may do so over the telephone. The Dealing Line can be contacted from 8.00am to 6.00pm, Monday to Friday. All calls are free within the UK. For security purposes and to improve the quality of our service, we may record and monitor telephone calls. You will require your M&G client reference. Failure to provide this will affect your ability to transact with us. 

5.  I've switched into an ISA/Savings Plan and now wish to save on a regular basis into it. What do I need to do?

You can download the relevant Direct Debit form on the 'switch to' screen. If you have not downloaded this form from that screen, you can easily access one from our online literature library on our main website. You should complete your deal online and then fill in the Direct Debit form and return it to the freepost address shown on the form.

6.  I have entered my Financial Adviser's code as prompted but received an error message saying that it wasn’t recognised and my deal would be processed as a direct transaction. What does this mean?

If a deal is placed as a direct transaction it means that your Financial Adviser will not be registered against this transaction and will not receive any commission that may be due. You should check with your Financial Adviser to ensure that the code you are entering is correct. 

7.  I'd like to add an account designation to my new OEIC/Savings Plan; how do I do this?

You will need to contact our Customer Relations team as you are unable to add this online.

8.  I currently save into my investment on a regular basis and now that I have switched I would like to cancel/amend the amount I invest monthly; how do I do this?

If you wish to amend the amount or the funds that you save into, you can do this online in the 'change direct debit details' screen. If you wish to cancel your current Direct Debit details, please contact our Customer Relations team.

9.  On the acknowledgement screen it says you will contact me but it doesn't say how or when.

You will receive paperwork relating to your switch transaction in the post from us. It will be sent the next working day after the deal has been placed.

10.  Can I switch into or out of my M&G Investment Trust online?

Investment Trusts are companies which are dealt on the Stock Exchange and have very strict settlement periods when buying or selling. Because of this we cannot accept online switches or new/top up investments for them. You can’t switch into an investment trust, but if you would like to switch out of one please contact our Customer Relations team team on 0800 390 390. Alternatively, you can write to us at M&G Customer Relations, PO Box 9039, Chelmsford, CM99 2XG. Please remember to quote your name, M&G client reference and sign any written communication to M&G. Failure to provide this will affect your ability to transact with us.

General technical queries

1.  Can my type of browser, operating software or PC set up cause problems when I am trying to access 'My Account'?

Yes it can if you are using an older version of a browser. You may experience problems accessing the M&G site. To overcome these problems (and increase your browser security) it is usually best to download the latest version of the browser software. To upgrade your browser settings you will need to visit the relevant website. The most popular one, which is fully supported by this website, is Microsoft - Internet Explorer (IE). To download the latest version visit the following url: http://www.microsoft.com/downloads
You may also experience difficulties if:

  • You are using anti-virus software, as some programs can cause problems with pop-up windows. 
  • You are using the Windows XP operating system, as there is a bug with some installs of IE and Windows XP that is not specific to our site. There is a useful article on the Microsoft site that explains the symptoms and how to resolve them. We suggest you contact Microsoft directly should this problem recur.

2.  I have been prompted to have my cookies enabled. Why is this?

We use non-persistent, per-session cookies to strengthen security and maintain the session between you and our system. Our cookies do not hold any personal information about you and are only stored on your computer hard drive whilst you visit our secure site (known as an 'active session'). They are removed as soon as the active session has ended. You should view your browser security settings to check that these are configured to accept per-session cookies otherwise you may experience problems.

3. If I have a problem using the site and need to contact you via email or your Website Helpline what information should I provide?

To help us identify and solve the problem as quickly as possible it’s important that you provide us with as much of the following information as possible:

  • browser (and version) – eg Internet Explorer 8.0 or Safari 5.0;
  • operating system – eg Windows 7/XP/Vista, or Mac OS X Tiger/Snow Leopard;
  • computer set up – eg PC or Mac;
  • Internet Service Provider (ISP) – eg BT, AOL, Sky, Orange etc.;
  • the action you were trying to complete at the time;
  • any error message or number as displayed when you roll your mouse over the error icon (the yellow triangle containing an exclamation mark).

Please do not include any sensitive information (eg password or account number) as emails are not considered secure.
Please note that if you do not have Internet Explorer version 6 or above, we cannot guarantee that you will be able to use the M&G website.

4.  I keep closing myself out of the system. What am I doing wrong?

Many of the 'My Account' screens open as new pop-up windows. When closing them it is relatively easy to close the main screen too. Take care to close only the pop-up window to avoid closing yourself out of the system.

5.  I am getting a message that the "system is currently unavailable" or that "the server is down".  What should I do?

If we have not posted a message on the homepage of the M&G website advising you of this then please try again later or contact us via email on info@mandg.co.uk or call our Website Helpline on 0800 316 6570

6.  Is there anything I can do to ensure maximum performance of your website?

We recommend you use:

  • a minimum of 56kbps internet connection; and
  • Internet Explorer browser version 6 or above with 128 bit encryption.

If you have all of the above and are still experiencing problems then please contact us via email on info@mandg.co.uk or call our Website Helpline on 0800 316 6570

7. The 'tip' box is covering important text on the screen. What can I do?

  • You can minimise the 'tip' box by clicking on the 'dash' box in the right hand corner of the box itself.
  • You can move the 'tip' box by clicking the left button on your mouse whilst hovering over the blue band at the top of the box. Drag the box to a more convenient place and release the mouse button.
  • You can close the 'tip' box by clicking on the cross in the right hand corner of the box itself. Once it is closed you will not be able to retrieve it.