Getting the most from your membership

Your eligibility for assistance

You must be a member of MPS at the time of the event in order to be entitled to request assistance. The event must not predate the point you joined or rejoined MPS.

You must have paid the correct subscription rate and abide by the terms of membership, as laid out in the Memorandum and Articles of Association and associated guidance documents, and it is important to be aware of them. You must inform us if the scope of your practice changes. Withholding information or providing false or misleading answers is likely to adversely affect entitlement to the benefits of membership and, in certain circumstances, membership may be terminated.

What we expect from you

As a service-driven, membership organisation, we ask you to respect and meet our expectations so that we can provide a fair, high quality experience when you need it. In order to provide you with the best possible assistance we require your complete and prompt co-operation at all times. MPS cannot take any steps on your behalf without your agreement.

You must provide full and accurate facts and supporting documents relevant to your case, and be available to attend meetings and give instructions when required. You should not incur legal expenses regarding a complaint, claim or other matter, nor agree to pay compensation, without MPS’s prior approval. You are personally liable for any such expenses and MPS will not reimburse costs you incur.

MPS’s team of advisers are here to assist you and understand that involvement in disciplinary, regulatory and other legal proceedings can be very stressful. However, hostile, abusive and threatening behaviour of any kind is unacceptable and will not be tolerated. MPS operates a zero tolerance policy towards such conduct and anyone who acts in such a manner may have their ongoing assistance and future membership terminated.

Complaints procedure

If you feel MPS could have done better or there is something you believe we should be doing differently, we want to know. Our aim is to respond to any concerns to your satisfaction and use your feedback in order to improve our service in the future.

We want to resolve complaints as soon as possible. We will send an acknowledgement within five working days and aim to issue a full response within 28 days. If it is not possible to respond within 28 days, we will write to you with an indication of when the response will be ready. If, for any reason, this timetable cannot be met, we will explain why.

We ask that, where possible, the complaint should be addressed directly to the individual member of staff concerned. They will try to resolve the complaint to your satisfaction quickly and fairly. Alternatively, you can raise concerns in writing or by telephone to the head of the department concerned.

All complaints will be treated seriously, fairly and in confidence, whether they are made in person, by telephone or in writing.