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Medico-legal helpline

0800 716 646

How we are doing

Our membership department has again achieved the Customer Service Excellence Standard (CSE), a recognised independent benchmark of excellent service.

Also the quality of training for our medico-legal team has been awarded with a Princess Royal Training award.  We are delighted to be the first medical defence organisation to achieve this accolade.  

Award logos

We want our members to receive a better level of service than they would receive elsewhere. To achieve this, our membership team sets stringent performance targets and regularly surveys members to see how our service is being received. The feedback we obtain guides improvements to our service.

Graph showing service standards over time in four key areas.

Graph showing how the MDU compares with other organisations.

Pie chart showing that over 86% of members surveyed are likely to or would definitely recommend the MDU.

Graph showing satisfaction with the services received.

Member Feedback

Here is a selection of some of the comments we received via our survey:

"Amy was very courteous, patient and extremely helpful in helping me to complete my query with the MDU. Thank you Amy, we should endeavour to have many more like you."

"Very polite and helpful."

"Total satisfaction and gratitude."

"I was very well informed by a professional advisor."

"Very positive experience."

"Always been a superb service."

"Highly recommended."

"Professional and friendly service."

"Friendly staff and given clear information."

"Over the years I have received excellent membership service."

"Helpfully and efficiently dealt with my enquiry."

"Good service. Keep it up!"

"Very well organised and very supportive."

"Very satisfied with the service I received."


Over the past 12 months, only 0.14% of all telephone, letter and email enquiries received by the Membership team resulted in a complaint.

Quality of service

When measuring quality, we take into account many factors such as:

  • being mindful of security when handling your personal data
  • the politeness and professionalism of our staff
  • the clarity and accuracy of the information we provide
  • the tone of our correspondence
  • the overall time it takes to handle your enquiry.

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