When something goes wrong
If something has gone wrong, write to us or message your case manager. We will acknowledge within 24 hours, give you a named person to deal with, and respond properly within seven days. This page tells you what to expect, including in the cases where we cannot fix things.
Most medical travel companies do not have a complaints page. We think that tells you something, so here is ours.
What we can help with
Anything we arranged
Accommodation that was not as described, transport that did not arrive, an interpreter who did not turn up, paperwork that was late, a case manager who was hard to reach. These are ours. Tell us and we will fix them, and where you are out of pocket because of us, we will make it right.
A bill that does not match the estimate
Send us both. We will go through it with the hospital, line by line, and get you an explanation. If a charge cannot be justified we will argue it on your behalf. That is one of the more useful things we do.
Feeling pressured or misled by a hospital
Tell us immediately. We take this seriously, we will raise it with the hospital's management, and it affects whether they stay on our list.
Feeling we pushed you towards a hospital for our own benefit
Say so directly. We explain how we are paid here, and we would rather have the conversation than have you wondering.
What we cannot do
We are honest about our limits.
We cannot resolve a clinical complaint. If you believe your treatment was negligent or your outcome was mishandled, that is a matter between you and the hospital, and it may be a matter for India's medical regulators. We will help you make that complaint by getting your records, putting it in writing, and directing it to the hospital's medical superintendent or the relevant State Medical Council. But we cannot judge the clinical merits, and we will not pretend to.
We cannot overturn a visa decision. We can help you understand a refusal and reapply.
We cannot guarantee a refund from a third party. Where a hospital or airline holds your money, we will pursue it with you, but the decision is theirs.
What happens when you complain
| Acknowledged | Within 24 hours, by a named person |
| First response | Within 7 days |
| Complex cases | Updated every 7 days until closed |
| If you are unhappy with the outcome | Escalated to the founder directly, with a response within 14 days |
We record every complaint, including the ones we do not uphold, and review them quarterly. Complaints about a hospital count towards whether it stays on our list.
If we cannot resolve it
You can raise the matter with the hospital's own grievance mechanism, with the State Medical Council where the hospital is registered, or with India's consumer courts. If your complaint concerns your personal data, you may approach the Data Protection Board of India. Ask us and we will tell you which applies and how to reach them, including when the complaint is about us.
Write to care@healthaford.com.