Help with valuations

This help screen covers frequently asked questions for:

Obtaining a valuation

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).

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: 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.

Obtaining a valuation

1.  I placed an investment deal/switch; when will it show on my valuation?

  • Any investment deal or switch within a product will show on your valuation as soon as it has been placed but it may have an asterisk (*) next to it which means that this price is estimated as the valuation point has not yet been reached.
  • When switching from one product to another your sale transaction will show on the day we receive the instruction and your purchase will show when it has been placed on the next business day.

2.  Can I view any transactions that have taken place on my account?
Yes, you can view any transactions which have occurred in the last six months by clicking the relevant fund name on the valuation screen and following the onscreen instructions.

3.  Would I get the price shown on the screen if I were to sell my investment now?
The price shown on the valuation screen is the latest available price. As we always deal ‘forward’, however, to the next valuation point (noon) at M&G you will not know the price you will receive until the deal has been placed.

4.  When are prices updated on the website?
The prices are updated at approximately 9:00pm every business day.

5.  My fund is subject to withdrawal fees (WF) but I have held it for more than five years. Why is there a ‘WF’ next to this investment?
The 'WF' symbol always appears as standard next to all funds where withdrawal fees apply, regardless of how long you have held that fund and whether they still apply to your particular holding. Our main database will reflect the specific fees that may apply to your investment. Should you wish to confirm your exact position please contact us by calling our Customer Relations team on 0800 390 390

For any other enquiries, please contact us via email at info@mandg.co.uk or by calling our Website Helpline on 0800 316 6570.