Send your complaint to the address that matches the issue, and there is no fee to submit one. The Consumer Complaints and Dispute Process opens with a routing table because complaints about payments, privacy, content and medical care are handled under different rules and by different people.
Where to send your issue
Two routings are worth explaining. Medical care goes to the clinic because, under Section 11, GetClinic does not determine whether medical malpractice occurred and does not replace medical regulators, professional bodies, insurers or courts. GetClinic may still relay communications, preserve records, check whether marketplace rules were followed, or take marketplace action.
If you believe there is an immediate risk to health or safety, Section 11 tells you to contact the clinic and the appropriate local emergency or regulatory authorities without waiting for this process. Section 3 repeats it: do not use the complaint process for a medical emergency.
See raising a medical concern, and emergencies.
What to include
Section 4 asks for your name and account email or identifier, the booking or transaction reference, the clinic involved if any, a clear description of what happened, relevant dates, the outcome you want, and any records, screenshots or receipts that are reasonably relevant.
It also asks you not to send unnecessary medical information, complete payment-card numbers, passwords or anything else not reasonably needed for the complaint.
Response targets, and what they are not
Section 6 sets four operational targets for ordinary complaints.
Read the sentence that follows them. These are customer-service targets, not contractual limitation periods. They do not shorten statutory response times, extend deadlines imposed by law, or delay urgent rights, and a specialised legal process may have different deadlines.
Some matters take longer because they need clinic input, payment-provider records, fraud review, translation, technical investigation, legal review, or information from a third party. Where a matter cannot reasonably be resolved inside the target, GetClinic provides a status update where practicable.
Possible outcomes
Section 14 lists what a complaint can produce: an explanation or correction; technical account assistance; correction of a booking or transaction record; a refund or payment correction where due; clinic re-contact or a marketplace-facilitated resolution; a request that the clinic comply with its marketplace obligations; account, listing, review or marketplace enforcement action; fraud or security action; referral to the appropriate privacy, content-moderation, legal, payment or clinic process; or a conclusion that no corrective action is warranted on the available information.
The response explains the principal basis for the outcome where appropriate. Legal, security, fraud-prevention, privacy or third-party confidentiality obligations may limit what GetClinic can tell you.
A complaint does not reduce a refund right you already have. Section 8 is explicit that a complaint does not reduce a refund right already established by the booking and refund terms.
See what you get back when you cancel.
If you disagree with the outcome
Reply to the complaint thread or write to the same address and say clearly that you are requesting escalation. Section 15 says that where reasonably available, a person who was not the sole original decision-maker will review it.
Explain what you believe was missed or incorrect, and add any new information. GetClinic may decline repetitive escalation where no materially new issue or information is presented, subject to any mandatory right that applies. Privacy, consumer-health-data and content-moderation appeals have their own processes and are not replaced by this general route.
Section 22 adds a protection worth knowing about: GetClinic will not penalise you merely for making a good-faith complaint, requesting a lawful refund, exercising a privacy right, submitting a legitimate payment dispute, reporting illegal content or contacting a competent authority.
A formal Notice of Dispute is a different thing
An ordinary support complaint is designed to solve the problem. A formal Notice of Dispute is the legal pre-dispute notice described in Section 81.1 of the Patient Marketplace Terms of Service, and to be treated as one it must go to [email protected]. It has to identify the claimant, the relevant account, the facts and the relief requested, after which the parties have 30 days to attempt an informal resolution.
Nothing in the complaints process requires you to give up a right to a court, a consumer-protection authority, a regulator, or your card issuer or bank. EU and EEA consumers can use the European Commission Consumer Redress Portal to identify consumer alternative-dispute-resolution bodies. The former EU Online Dispute Resolution platform was discontinued on 20 July 2025.
GetClinic is a technology marketplace. The clinic you choose provides your healthcare and is responsible for it. This is general information about how GetClinic works, not medical advice.
See the full Consumer Complaints and Dispute Process. See reporting content, and appealing a moderation decision.