Complaints policy

We treat all of our members fairly at MDDUS, delivering a high quality service that meets their reasonable expectations throughout their relationship with us and beyond. We treat all complaints fairly, reasonably and promptly.

Your right to complain 

MDDUS takes pride in providing a quality service to healthcare professionals across the UK with regards to indemnity, assistance and support. We take our role very seriously and aim to deliver excellent service to all members and prospective members. We are aware, though, that there may be occasions when we fall short and you feel dissatisfied with some aspects of our service. If our performance does fall short of your expectations, then we would welcome your feedback in order that we can understand how we could have done better. This feedback will also be used to help improve the quality of services provided to members in the future. 

What is a complaint? 

We consider a complaint to be any expression of dissatisfaction with our service or products which calls for a response. We listen to our members’ and prospective members’ complaints, consider them seriously, and learn from them so that we can continuously improve. 

There are however some complaints that this process excludes: 

  • complaints that have already been fully investigated via the MDDUS complaints’ procedure 
  • complaints made by staff members 
  • complaints that are submitted anonymously
  • complaints regarding access to information where existing procedures and remedies are set out in legislation, for example, the Data Protection Act. 

Who can make a complaint?  

  • Members 
  • Prospective members 
  • Third parties raising a complaint on behalf of a member or prospective member. 

How to make a complaint 

There are a number of ways in which you can make a complaint:  

  • by email: customerservices@mddus.com 
  • by calling: 0333 043 0000 
  • by post, addressed to: Customer Operations Manager, MDDUS, 206 St Vincent Street, Glasgow, G2 5SG.   


What information you should include in your complaint

When making your complaint, please include as much detail as possible.

This might include:

  • your name, membership number (where applicable) and preferred contact details
  • the service or product you are complaining about
  • the date of the event or incident
  • what you are unhappy with i.e. the basis for the complaint
  • the department and/or names of the staff members concerned
  • what you would like us to do i.e. what you would like the outcome of your complaint to be.


How will my complaint be dealt with?

We will aim to resolve your complaint as quickly as possible.

Where we resolve your complaint to your satisfaction, within close of business of the third working day following receipt of your complaint, then we will consider the matter closed.

Where the complaint is more complex and involves further investigation then we will follow our full complaints process.

Once we receive your complaint, we will: 

  • acknowledge your complaint within five working days following receipt which will include a statement of our understanding of the issue – this may be via email or in writing
  • investigate the complaint with the relevant departments and individuals involved
  • following investigation, we will endeavour to send our final response to you within eight weeks of receipt of your initial complaint. This response will detail the steps taken to investigate the complaint; the conclusions we have reached; and any outcome or changes that we are making in reflection of the investigation findings. If, for any reason, we are unable to provide you with a final response within eight weeks then, prior to the eight-week deadline, we will: write to you with an update, provide an explanation for the delay, and advise when you can expect to receive a final response.

If you are still dissatisfied 

MDDUS is committed to resolving complaints whenever possible through our internal complaints’ procedure. However, if you are not satisfied after receiving our final response, you can escalate your dispute to the Chief Executive Officer - Chris Kenny, who will review the complaint investigation and provide you with a final response. 

 

Complaints about support in clinical negligence claims 

If your complaint relates to a decision not to provide assistance in respect of a clinical negligence claim, you may then ask for the decision to be reviewed by the MDDUS Appeals Committee. The Committee will review the complaint and provide you with our final response. 

MDDUS is a signatory to the MDO Voluntary Code of Practice. Under the Code a member who is dissatisfied with our final decision not to assist in respect of a clinical negligence claim while in the benefit of membership, can ask for the decision to be reviewed by the Independent Complaints Review Service (ICRS). Such a review must be requested within six months of the final decision. Details of how to refer a complaint to ICRS can be provided upon request. 

The ICRS cannot be used to challenge a decision where a member did not benefit from membership at the relevant time and this only applies to incidents of alleged negligence that happen after the commencement of the Code (6 January 2025)   

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