Use this process to raise a concern about the Diagnex corporate website, a service interaction, invoice or payment, privacy, or care coordination. Clinical concerns are routed to an appropriately qualified professional owner.
A clear way to raise a concern.
Read the detailed guidanceEmail or call Diagnex and identify the issue as a grievance.
The stated standard is acknowledgement of consumer grievances within 48 hours.
The stated goal is resolution within 30 days, with updates if further review is needed.
Use Email Diagnex, Call Diagnex, or use the Contact page and state that you are raising a grievance or escalation.
Send a concise summary and a reference number if you have one.
Depending on the issue, billing, operations, privacy or an appropriate clinical professional reviews it.
The team aims to resolve the concern within the stated timeline and explains further checks where needed.
| Concern | Typical owner |
|---|---|
| Website or enquiry handling | Relevant website / operations owner |
| Invoice, payment, refund or duplicate charge | Billing / finance operations |
| Privacy or personal information | Responsible privacy / operational owner |
| Service coordination | Relevant service operations owner |
| Clinical question or concern | Appropriately qualified clinical or treating-professional owner |
The Diagnex Grievance Officer / Grievance Desk will acknowledge a consumer grievance within 48 hours of receipt and aims to resolve it within 30 days. If transaction reconciliation, provider input, clinical review or another investigation is required, the complainant will be informed of the status and next step.
For payment-related complaints connected to an online payment provider, Diagnex will also follow the applicable bank/payment-network process and any shorter mandatory timeline that applies.
Reply to the same email thread or call the published number, identifying the date of your earlier grievance and any invoice, service or transaction reference. Avoid sending repeated full medical reports or financial credentials.
If the concern remains unresolved, clearly request an escalation through the Grievance Officer / Grievance Desk. This does not limit any statutory consumer or legal remedy available to you.
For a payment dispute, provide the invoice number, transaction reference, amount and date. Never send CVV, PIN or OTP. Refund requests are handled under the Refunds & Cancellation Policy.
For privacy concerns, identify the relevant enquiry or transaction and explain the correction, deletion, contact-preference or handling issue you want reviewed. See the Privacy Policy.
Care Managers and ordinary customer-service staff do not decide clinical complaints or override treating doctors. A clinical concern should be routed to an appropriately qualified clinical owner or relevant treating professional.
The corporate website, email and ordinary Diagnex contact channels are not emergency-response services. If immediate medical attention is required, use the appropriate local emergency service or contact the patient's treating/emergency medical team.
Giving a clear description helps route a complaint. If you are unsure of the category, use the general published Diagnex contact channel and explain the issue in everyday language.
| Concern | Useful details to mention | Important distinction |
|---|---|---|
| Visit scheduling or attendance | Agreed date, locality, service category and what actually occurred. | A requested slot is not a confirmed visit unless it was accepted. |
| Clinical-care concern | Nature and timing of the concern, treating team and relevant service reference. | Urgent safety concerns need immediate clinical attention, not only an email grievance. |
| Equipment, supplies or delivery | Device or item description, handover date, fault or missing component. | Do not change critical device settings yourself while awaiting a complaint response. |
| Charges, billing or refund | Invoice number, amount, transaction date and the disputed item. | Never send PIN, CVV, OTP or full bank-card details. |
| Privacy or communication | Approximate enquiry date, channel and the contact or data issue. | Use a protected process for any detailed clinical records needed later. |
| Website accessibility or navigation | Page URL, device/browser and what action could not be completed. | Do not include more medical data than is needed to report a website error. |
A complaint does not need legal language. A concise and factual description is easier to investigate than a long message containing unrelated documents.
When evidence is relevant, refer to it first and ask for an appropriate way to share it. Avoid sending an entire medical record, another person's private information or banking credentials through an ordinary email unnecessarily.
The acknowledgement and resolution targets describe the current published standard; they are not a promise that every complex clinical or third-party dispute has an identical investigation timetable.
Reply in the same email thread where practical so earlier evidence stays together. State the date of your first complaint, any reference number and which part of the response did not resolve the issue. Ask for the appropriate next-level reviewer or Grievance Officer / Desk contact available for that issue.
For issues relating to payments or a possible consumer rights violation, independent remedies through the relevant bank, payment provider or lawful consumer grievance mechanism may be available. This website does not restrict statutory rights or require a person to waive them before requesting help.
For a privacy concern, read the Privacy Policy for the data-request route. Diagnex should verify the applicant's identity before disclosing another person's information.
If a patient is having severe breathlessness, altered consciousness, uncontrolled bleeding, chest pain or another potentially serious medical event, contact emergency medical services or the treating clinical team immediately. The published grievance email is not a real-time emergency channel.
Care Managers and general support staff do not replace qualified clinical decision-makers when assessing a serious complication.
Short answers to help you find the relevant policy detail. The full terms and applicable service agreement remain important.
