| Product / service grouping | Provision * | Intermediation | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld |
| Decumulation and pensions | 3.64 | n/a | 400 | 362 | 21% | 43% | 89% |
| Investments | 2.81 | n/a | 385 | 374 | 18% | 48% | 88% |
Occasionally we don't get things right and our service falls short of the high standards our customers are entitled to, which results in them making a complaint.
There is a strong focus within M&G Wealth to deal with customer complaints effectively and efficiently and we've got a commitment to ensure that we investigate all complaints that are made. The complaint handling process is very important to us as it provides the opportunity to sort something out that has gone wrong and also gives us a valuable source of customer feedback.
Firm Name: Investment Funds Direct Limited.
Period covered in this report: 1 July to 31 December 2023.
Brands / Trading Names covered: Investment Funds Direct Limited, M&G Wealth Platform, Royal London Retirement Account.
* The number of new complaints per 1,000 policies in force at the end of H2 2023 reporting period.