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IoD Customer Service Charter

“We’re here to help you reach your full potential in business. Our core mission is built around creating better directors, developing a stronger economy, generating better business and providing expert services. We strongly believe that customer service is at the heart of all these areas and we’re dedicated to providing the highest standards of service to make sure you get the most out of your relationship with the IoD.”

Stephen Martin
Director General

We achieve this for you through

  • Conducting periodic customer surveys to measure general and specific aspects on our products and services.
  • We review your suggestions and feedback and learn lessons from every compliment or complaint.
  • We review our service based on measurable performance indicators such as customer engagement, retention, and customer satisfaction.
  • We maintain service level agreements with our internal and external suppliers to ensure they contribute effectively to your ongoing satisfaction and customer experience.

Our Commitments to you


Easy access

You can find us at 15 hubs in the UK as well digitally on, Facebook, LinkedIn and Twitter.

Trustworthy and safe

You can trust us to keep your data secure and confidential at all times. Read more about the IoD’s GDPR here.


Provide clear requirements, explanations and recommendations for your membership options.

Prompt responses

Answer your calls promptly, or when you leave us a message, get back to you within one working day. 

Swift digital responses

Respond to your email, web-submitted query, social media post or letter swiftly within two working days.

Identify your needs

Help you identify your specific development needs and suggest training solutions that are right for you.

Polite & professional

Always be polite, professional and willing to listen to your feedback. Resolving any mistakes openly and honestly.


Be available 24 hours a day, 7 days a week. Opening times for specific departments can be found here.