Complaints Procedure

Last updated: 9 September 2026

If something has gone wrong, we want to hear about it. This page explains what we can put right ourselves, what has to be raised with the hospital that treated you, and how we help either way.

1. Our position

Wholecares is a facilitator, not a healthcare provider. We do not perform procedures and we do not operate clinical facilities. Your treatment contract is with the partner hospital, and all clinical decisions and procedures are the responsibility of the independent treating clinician and their facility, as set out in our Terms of Service.

That does not mean we step back when there is a problem. We are responsible for our own coordination and communication, and we will help you put a clinical concern to the hospital and follow it up.

2. Where your complaint goes

Your concern	Who is responsible	What we do
The procedure, clinical care, the outcome, aftercare given by the hospital, hospital facilities	The treating hospital and clinician	We help you put it to the hospital in writing, chase a response, and stay involved until you have one
Accommodation, transfers, or interpreting that the hospital provided as part of your quotation	The treating hospital	Same - we raise it with the hospital and follow it up
Our coordination: information we gave you, delays or errors on our side, how we communicated, how we handled your data	Wholecares	We investigate and respond ourselves under this procedure
Money you paid, refunds, or invoices	The treating hospital	We do not hold your money and cannot issue refunds for treatment. We will help you take it up with the hospital

3. How to raise a complaint with us

Email [email protected] with "Complaint" in the subject line, or send us a message on WhatsApp at +44 7424 621673 and ask us to open a complaint.

To help us deal with it quickly, please include:

Your full name and the contact details you have been using with us.
The treatment or enquiry it relates to, and the hospital involved if you have travelled.
Approximate dates, and what happened.
Any documents that help - your quotation, messages, or photographs.
What you would like us to do to put it right.

4. What happens next

Within 3 working days we acknowledge your complaint in writing and tell you who is handling it.
Within 20 working days we send you a full written response setting out what we found and what we propose to do. If a clinical review by the hospital is needed, this can take longer - we will tell you why and give you a new date, and keep you updated in the meantime.
If you are unhappy with our response, reply and tell us why. A different member of our team will review it and respond to you.

We will not ask you to sign a confidentiality or non-disclosure agreement as a condition of resolving your complaint, and raising a complaint will never affect the support you receive from us.

5. Complaints about treatment

Where your concern is clinical, the hospital's own complaints process applies, and the hospital will respond to you under it. We will help you put your concern in writing, send it to the right person, and follow it up. If the hospital does not resolve it, your further options are those available in the country where you were treated, including its healthcare regulatory authorities and its courts. Your contract with the hospital sets out which law governs it.

6. If we cannot resolve it between us

We are not currently a member of an alternative dispute resolution (ADR) scheme. If we cannot resolve your complaint, we will tell you so in writing so that you are free to take it further.

If you are in the UK, you can get free, independent advice from Citizens Advice. You may also take a dispute to court; nothing in this procedure affects your legal rights, and using this procedure does not stop you from taking legal action.

7. What we can and cannot put right

We can correct our own failures: put right information we got wrong, redo coordination we handled badly, escalate matters to the hospital, and apologize where an apology is owed.

We cannot pay compensation for clinical outcomes, and we cannot refund money we never received. Because clinical responsibility and payment both sit with the hospital, remedies of that kind come from the hospital under your contract with it, or under any medical complication insurance policy arranged for you before travel, subject to that policy's own terms.

8. Your data and your records

We keep a record of complaints so that we can respond properly and improve. Health information you send us is handled as set out in our Privacy & Cookie Policy. If your complaint is about how we handled your personal data, you also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk.

9. Contact

[email protected] · +44 7424 621673 (WhatsApp)
WholeCares Partners Limited, Unit 6 DBS, Cambridge Road Industrial Estate, Milton, Cambridge, CB24 6AZ, United Kingdom.