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Complaints dealing process for Australia/Hong Kong/Singapore/South Korea

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 the relevant contact details in the ‘Contact Us’ section of this website 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 clients 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. 

How to file a complaint with us

All complaints must clearly indicate the client’s contact details and include a description of the reason for the complaint. The complaints can be transmitted by email to your regular contact at M&G Investments S.A. or:

• Via email to europeclientservices@mandg.com
• Via registered mail. The letter should be sent for the attention of Complaints Handling of M&G Investments S.A. at:

M&G Investments S.A.
16 boulevard Royal,
L-2449, Luxembourg,
Grand-Duchy of Luxembourg

Complaints handling Process:

• Complaints will be handled in a careful and prompt manner. M&G Investments S.A. will strive to acknowledge receipt of the complaint in writing, within 5 business days of receipt.
  
• M&G Investments S.A. will provide you with the contact details of the person in charge of handling your complaint.
  
• M&G Investments S.A. will endeavour to resolve all the complaint as fairly as possible and at the earliest convenience.
  
• Within one month of receipt of the complaint, M&G Investments S.A.  will inform you in writing of the results of our investigation and will propose you a solution.
  
• In case of complex complaints, it may take longer to investigate or to find a solution. In this instance we will reach out to you and will inform you when you can expect to receive an answer.
  
• You have the possibility to escalate your complaint further to the management of M&G Investments S.A. 
  
• M&G Investments S.A. will provide you with the contact details of the person responsible for the complaint handling at management level
  
• You have a right for further escalation to a Luxembourg Financial Regulator, ‘Commission de Surveillance du Secteur Financier’. Information about out-of-counter complaints resolution in Luxembourg can be found on the CSSF’s web-site: https://www.cssf.lu/en/customer-complaints
• Should you be a resident of another Member State of the European Union, you also have the opportunity of taking legal or out-of-court resolution at any time. To find out more about the EU Consumer Redress process, please visit https://consumer-redress.ec.europa.eu/index_en

If your complaint was not resolved to your full satisfaction by the management of M&G Investments, you have a possibility to file a request for an out-of-court complaint resolution with the Commission de Surveillance du Secteur Financier (CSSF).

The CSSF is competent to receive complaints from customers of the professionals subject to its supervision and to act as an intermediary in order to seek an amicable settlement of these complaints (in accordance with the provisions of the CSSF Regulation N° 16-07 relating to out-of-court complaint resolution).

The request must be filed with the CSSF in writing, by post, by fax or by email, or online on the CSSF website.

Commission de Surveillance du Secteur Financier
Legal Department
283, route d’Arlon
L-2991 Luxembourg

Fax: (+352) 26 25 1 – 2601

Email: reclamation@cssf.lu