We do everything we can to provide an excellent service, but there might still be times when you feel you have cause for complaint. If so, we'll try to resolve your complaint as quickly and fairly as we can.

Who to contact

If you need to make a complaint about any aspect of our service, please contact the relevant team.

Claims

claims@themdu.com
020 7202 1500

You can also write to us by addressing your letter to 'Head of membership', 'Head of legal services', 'Head of medico-legal services' or 'Head of claims handling' and sending it to our main postal address:

MDU Services Limited
One Canada Square
London E14 5GS

Data protection officer

If your complaint relates to the way your personal information was handled, contact the data protection officer at dataprotectionofficer@themdu.com, or by writing to us at the above address.

More details about your information rights and our complaints process are covered in our privacy policy.

How we handle your complaint

Our policy is to handle all complaints fairly, impartially and as quickly as possible. We will acknowledge your complaint in writing within five working days, and we aim to resolve your complaint within 20 working days.

If this isn’t possible, we will let you know the reason and advise when you can expect our reply.

Referral to the Financial Ombudsman Service

Some complaints may be eligible for referral to the Financial Ombudsman Service, a free disputes resolution service. Your complaint may be eligible if MDUSL provides introduction and administration of your annual subscription as a credit agreement provided by Premium Credit Ltd.

Complaints related to MDU indemnity and/or other benefits provided at the discretion of the board of management of the MDU will not be eligible. If you're uncertain whether your complaint is eligible for referral to the Financial Ombudsman Service, please contact compliance@themdu.com.

If your complaint is eligible and you're not satisfied with our final response, or you haven't received a final response within eight weeks, you can contact the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

0800 023 4567
0300 123 9123
complaint.info@financial-ombudsman.org.uk
financial-ombudsman.org.uk

Referral to the Legal Ombudsman

If your complaint relates to the services provided by our in-house legal department and you haven't received a final response to a complaint within eight weeks, or we've been unable to settle your complaint using our internal complaints process, you have the right to complain to the Legal Ombudsman, an independent complaints body that deals with legal services complaints.

The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission that you're concerned about, or within one year of you realising there was a concern.

You have six months from receiving our final response to the complaint to complain to the Legal Ombudsman:

Legal Ombudsman
PO Box 6806
Wolverhampton WV1 9WJ

If you think your complaint isn't being handled properly

The risk and compliance officer is responsible for overseeing all complaints to ensure a prompt and proper response.

Contact them on 020 7202 1606 or at compliance@themdu.com if you feel your complaint isn't being dealt with according to our procedures.

Feedback

Even if you don't have a complaint, your feedback is useful in helping us improve our services.

Use the form on our feedback page to give your comments - positive or negative - about the MDU, our service and our people.

MDU complaints procedure