Our commitment
Ocean Health & Travel Ltd is committed to providing a high-quality coordination service. We take all complaints seriously and aim to resolve concerns promptly, fairly, and transparently.
This policy applies to complaints about Ocean Health & Travel Ltd's coordination services. Complaints about clinical care should be directed to the treating provider — we will assist in facilitating this communication where appropriate.
Important: Ocean Health & Travel is a medical tourism coordinator, not a medical provider. We are not responsible for clinical outcomes, surgical decisions, or post-operative complications. Clinical complaints must be directed to the treating provider's patient relations team.
What you can complain about
You may raise a complaint with us about:
- The quality or accuracy of our coordination services
- Communication failures or delays on our part
- Inaccuracies in your itemised quote or billing
- Failure to arrange agreed services (transfer, hotel, interpretation)
- Handling of your personal data
- Any other aspect of our coordination service
How to raise a complaint
Complaints can be submitted by:
- Email: info@oceanhealthtravel.com — please use the subject line "Formal Complaint"
- Post: Ocean Health & Travel Ltd, 17 Green Lanes, London, N16 9BS, United Kingdom
Please include: your full name, contact details, the dates of your treatment, a clear description of your complaint, and any supporting documentation.
How we handle complaints
- Acknowledgement: We will acknowledge receipt of your complaint within 3 working days
- Investigation: We will investigate your complaint and aim to provide a full response within 14 working days
- Resolution: If your complaint cannot be resolved within 14 working days, we will write to explain the delay and provide an updated timeline
- Final response: Our final response will set out our findings, any action taken, and any remedy offered
Clinical complaints
If your complaint relates to clinical care received at one of our partner hospitals, you should contact the hospital's patient relations team directly. Ocean Health & Travel will assist in facilitating communication with the hospital where possible, but we are not able to adjudicate on clinical matters.
For UK-based follow-up concerns, your UK GP or NHS provider is the appropriate first point of contact.
Escalation
If you are not satisfied with our response, you may refer your complaint to:
- The Information Commissioner's Office (ICO) — for data protection complaints: ico.org.uk
- Citizens Advice — for general consumer advice: citizensadvice.org.uk
- Your local Trading Standards office
Contact
Ocean Health & Travel Ltd
17 Green Lanes, London, N16 9BS
United Kingdom
Email: info@oceanhealthtravel.com
Tel: +44 7441 904858
Company no. 16186647