Complaints Policy

1. Our approach

TreatMeAbroad aims to handle concerns promptly, fairly and respectfully. Raising a complaint will not affect the way a genuine enquiry is treated.

2. What to include

• Your name and preferred contact details.
• A clear description of what happened and when.
• The pathway, doctor, hospital or service involved, if relevant.
• Any reference number or supporting correspondence that will help us understand the issue.
• What outcome you are seeking, where appropriate.

3. Complaints about TreatMeAbroad

Where the complaint concerns information, communication, administration or another service provided by TreatMeAbroad, we will review the available information and respond through the contact channel provided on the website.

4. Complaints about clinical care

Doctors and hospitals are independent healthcare providers and remain responsible for their own clinical care, professional conduct and formal clinical complaints procedures. Where a complaint concerns diagnosis, treatment, consent, surgery, nursing care or another clinical matter, it may need to be directed to the treating provider or appropriate regulator. We may help identify the appropriate contact route but do not replace the provider’s complaints process.

5. Escalation

If a complaint cannot be resolved through the initial response, you may ask for it to be reviewed again by an appropriate senior person within the TreatMeAbroad operating structure. Mandatory rights to approach a regulator, consumer body or court are not restricted by this policy.

6. Confidentiality

Complaint information is handled on a need-to-know basis and in accordance with our Privacy Policy. We may need to share relevant details with an independent provider in order to investigate a matter that involves that provider.