Our Complaints Procedure
Whilst we aim to provide you with an exceptional level of service at all times, we acknowledge that there may be occasions when you feel you have cause for complaint. Should this happen we will do our utmost to deal with your complaint as quickly and fairly as possible.
We take all complaints seriously and value any feedback which can help us improve the service we provide.
Our complaints procedure explains how we deal with any complaint with a view to ensuring it is handled fairly and efficiently.
Who should I complain to?
Who you contact depends on the nature of your complaint. Please refer to the following table for contact details:
Type of complaint |
Contact details |
|---|---|
| If you wish to complain about any aspect of your membership of the MDU, you should write to the contact details opposite. | Head of Membership MDU Services Ltd 230 Blackfriars Road London SE1 8PJ membershipcomplaints@the-mdu.com |
| If you wish to complain about any aspect of our advisory service, you should write to the contact details opposite. | Head of Advisory Services MDU Services Ltd 230 Blackfriars Road London SE1 8PJ advisory@the-mdu.com |
| If you wish to complain about any aspect of our claims handling, you should write to the contact details opposite. | Head of Claims MDU Services Ltd 230 Blackfriars Road London SE1 8PJ claims@the-mdu.com |
| If you wish to complain about any aspect of our legal service, you should write to the contact details opposite. | Head of Legal Services MDU Services Ltd 230 Blackfriars Road London SE1 8PJ legalcomplaints@the-mdu.com |
| If you are not sure who you should complain to, you should write to the contact details opposite. | Compliance Officer MDU Services Ltd 230 Blackfriars Road London SE1 8PJ compliance@the-mdu.com |
How will you handle my complaint?
- We will acknowledge receipt of your complaint within five days.
- We will fully and objectively investigate your complaint, and take remedial action where appropriate.
- We will send you a final response within eight weeks, outlining the details of our investigation and advising of any decisions made as a result of your complaint. In rare and complicated cases we may be unable to resolve your complaint within eight weeks. Where this is the case we will write to you explaining the reason for the delay and providing an indication of when we hope to have resolved your complaint by.
Please note that the vast majority of complaints are resolved within considerably shorter timeframes than those detailed above.
Who should I contact if I feel my complaint is not being handled in accordance with your complaints process?
The Compliance Officer is responsible for overseeing all complaints to ensure a prompt and proper response. You should contact the Compliance Officer by telephone on 020 7202 1528 or by email at compliance@the-mdu.com if, at any time, you feel your complaint is not being dealt with according to our procedures.
Who should I contact if I remain dissatisfied?
If, after our final response, you are still not satisfied you may be eligible to refer your complaint to the Financial Ombudsman Service. Full contact details for the Financial Ombudsman Service will be provided when we write to you. You should note, however, that complaints relating to the discretionary aspects of membership (such as our advisory service) do not fall within the remit of the Financial Ombudsman Service.
Is there any further information about your complaints procedure?
Click on the following links for the appropriate complaints booklets:
