Complaints Procedure — DoxOnCall

How to make a complaint

If you are unhappy with any aspect of your care, the documentation issued, the booking experience, or the conduct of any DoxOnCall clinician, please tell us. Most concerns are resolved quickly through informal contact.

Step 1 — Contact us informally

Email support@doxoncall.ie or phone +353 89 946 1472 within 30 days of the consultation if possible. Briefly describe what happened and what outcome you are looking for.

We aim to acknowledge every contact within 2 working days and resolve most concerns within 10 working days.

Step 2 — Formal written complaint

If you are not satisfied with the informal response, please put your complaint in writing — by email to complaints@doxoncall.ie.

Include:

• Your full name and the email used at booking
• Date and approximate time of the consultation
• Name of the clinician (if known)
• A clear description of what happened
• What outcome you would like

A formal complaint is reviewed by a senior clinician not involved in the original consultation. We will write back within 20 working days with our findings and any action we are taking.

Step 3 — External escalation

If after our written response you remain unsatisfied, you have the right to escalate. Independent options include:

• Medical Council of Ireland — for concerns about a doctor's clinical conduct or professional standards.
  medicalcouncil.ie · Kingram House, Kingram Place, Dublin 2
• Health Information and Quality Authority (HIQA) — for concerns about the quality and safety of healthcare services in Ireland.
  hiqa.ie
• Data Protection Commission (DPC) — for concerns about how your personal or health data has been handled under GDPR.
  dataprotection.ie
• European Online Dispute Resolution platform — if you booked from another EU country.
  ec.europa.eu/consumers/odr

What we promise

• Every complaint is taken seriously and reviewed by a senior clinician
• You will not be disadvantaged in any future consultation for raising a complaint
• We comply with the IMC Guide to Professional Conduct & Ethics and Irish data-protection law
• Where we make a mistake, we apologise, explain, and put it right
• Where we identify a systemic issue, we change our process and tell you what changed

Refunds

Where the consultation could not proceed for technical reasons attributable to us, the consultation fee is refunded in full. Where a clinical decision (e.g. declining a prescription that is not appropriate online, or recommending in-person care) is made, the consultation fee is non-refundable — but a written summary is provided so you can avoid duplicate charges if you proceed elsewhere.

Confidentiality

Your complaint is treated confidentially. Information is shared only with the clinical team needed to investigate and respond, and (where you choose to escalate) the regulatory body to which you have written.