How we are doing

Our membership team retains accreditation of the Customer Service Excellence Standard (CSE), a recognised independent benchmark of excellent customer service.

We are also the proud recipients of the Princess Royal Training award in recognition of the high quality of induction training implemented within the MDU. We are delighted to be the first medical defence organisation to achieve this accolade.

CSE and PRTA 2018  logos

Service performance

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.

Standards Q4 graph   

Member feedback

Compare Q4 graph 

Recommend Q4 graph 

Satisfaction Q4 graph 

Member comments

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

"I always recommend the MDU to other doctors when asked about indemnity as it offers a first class service.I was very happy with the way my calls were dealt with."

"Very polite staff, helpful, reasonable fees. Would recommend to other doctors. Thank you."

"In all my enquiries with MDU I have received prompt, professional and supportive advice. I would recommend them highly."



Over the past 12 months, only 0.11% 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:

  • 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
  • being mindful of security when handling your personal data.