Complaints procedure

Scope

This procedure applies to complaints about EuroClinics SL (the platform) and complaints about providers listed on the platform (clinics, doctors, hospitals, pharmacies, homecare).

For data-protection matters specifically, please use /data-rights — that route is faster.

Before you file

If your complaint is about a provider, please raise it directly with that provider first. Each provider on EuroClinics is required to publish a complaints contact in their profile.

If you have not received a response from the provider within 14 days, or you are unsatisfied with the outcome, you may escalate to us.

How to file

Email: complaints@euroclinics.net

Post: EuroClinics SL — Complaints Office · Calle de Velázquez 50 · 28001 Madrid · Spain

Web form: /contact (choose "Complaint" as topic)

Please include: your booking ID, the provider name, a description of what happened, the date of the incident, any documents (consent forms, invoices, communications), and what outcome you are seeking.

Our response timeline

Day 0: acknowledgement of receipt — same business day.

Day 5: initial assessment + complaint-officer assigned.

Day 30: substantive response. Where investigation requires longer, we notify you with a revised timeline (max 90 days).

For urgent patient-safety matters: same-day triage; if a provider may pose ongoing risk, listing is suspended pending review.

Possible outcomes

Mediation between you and the provider.

Refund or partial refund (EuroClinics may pay this from escrow pending dispute resolution).

Provider sanction: warning, ranking demotion, temporary suspension, or permanent removal.

Referral to a regulator (national medical council, consumer protection authority, data protection authority).

No further action — if our investigation finds the complaint is not substantiated, we explain why in writing.

Escalation

If you are unsatisfied with our outcome, you may escalate to:

— National healthcare regulator in the provider's country (list at /patient-rights).

— Consumer protection authority in your country (find via https://ec.europa.eu/info/policies/consumers).

— Out-of-court ADR: see https://ec.europa.eu/consumers/odr for the EU ODR platform.

— Data protection authority for GDPR matters (GDPR Art. 77).

Fair process

Complaint officers are independent of the team that decided to list the provider. Investigations are documented and reviewed by a second officer before closure.

We do not retaliate against complainants. Any user found to be retaliated against (e.g. having a verified booking cancelled or reviews removed) will have their account restored and the retaliating party sanctioned.