A clear route for service, payment and privacy concerns.

1. How to raise a grievance

Use Email Diagnex, Call Diagnex, or use the Contact page and state that you are raising a grievance or escalation.

2. What to include

• your name and preferred contact details;
• a concise description of what happened;
• the relevant date, invoice/payment reference or service context;
• what you would like reviewed or corrected.

3. How grievances are routed

4. Acknowledgement and response process

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.

5. Payment and refund disputes

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.

6. Privacy grievances

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.

7. Clinical concerns

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.

8. Medical emergencies

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.

9. Grievance contact