Contact us
- General
- Contact the Team
- Meet the Team
- Complaints process
Contact us by email
When you contact us by email, we strongly suggest that you don’t include any sensitive information (including your client's reference number) to protect the security of you and your client. If you’ve requested a reply, we aim to respond to all emails within three business days.
By post
M&G Customer Relations,
The M&G Group,
PO Box 9039,
Chelmsford, CM99 2XG
If you're and existing customer, quote your name, M&G Client Reference and sign any written communication to M&G. Failure to provide this may affect our ability to correspond with you.
Financial Adviser Helpline
0800 328 3191
(08:00 - 18:00 Monday to Friday)
Call us for:
- Valuations and post-sales enquiries
- Agency and commission queries
For security purposes and to improve the quality of our service, we may record and randomly monitor telephone calls.
Before we help you with your enquiry, we will ask you to:
- Identify yourself
- Give us your firm’s FCA number
- Confirm selected information relating to our mutual customer
Dealing line
0800 328 3196
(08:00 - 18:00 Monday to Friday)
Call us for:
- Dealing instructions
- Raising contract notes
- Dealing or price-related queries
Website Helpline
0800 316 6570
(08:00 - 18:00 Monday to Friday, 09:00 - 13:00 Saturdays)
Call us for:
- Any queries on our website
Chris Elliott
Sales Director (North of England, Scotland, Northern Ireland and Isle of Man)
0208 162 2613 Email
Eloise Huggins
Client Relationship Manager (North of England, Scotland and Northern Ireland)
020 8162 0656 Email
Tom Saville-Green
Sales Support (North of England, Scotland, Northern Ireland and Isle of Man)
0208 1620 166 Email
John Pascoe
Relationship Account Manager
(North of England and Scotland)
Wayne Sawyers
Relationship Account Manager
(London and the South)
Allan Smith
Relationship Account Manager
(Midlands, South West and South Wales)
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 the M&G Chief Executive.
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.