Our complaints procedure

As part of our commitment to customer service excellence, we take complaints seriously and do our best to deal with them quickly and fairly.

We take all complaints seriously, and we value any feedback that can help us improve the service we provide.

Who to contact

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

Membership team:

Legal team:

Medico-legal team

Claims team

Data protection officer

If your complaint relates to the way your personal information was handled, contact the data protection officer at dataprotectionofficer@themdu.com.

How we handle your complaint

Download our complaints procedure for an explanation of our complaints process.

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 is not being dealt with according to our procedures.


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.