How do I provide feedback or make a complaint?

We want to hear from you — good feedback and complaints both. Here’s how it works. 

How do I make a complaint about my experience? 

Email support@hola.health. Support is available 24/7. Explain what happened and include your booking details. 

What information should I include in my feedback or complaint? 

Try to include: 

• Your name and contact details 

• Your booking date and time 

• What happened, step by step 

• What outcome you’d like 

What happens after I submit a complaint? 

Hola Health will review what you’ve shared, and may contact you if they need more information. They’ll look into it and get back to you. 

How long does it take for Hola Health to respond? 

It depends on how complex the issue is. If your concern is urgent, let them know when you get in touch. 

Can I make a complaint about a doctor or healthcare practitioner? 

Yes. Start by contacting Hola Health Support. 

Will making a complaint affect my future care with Hola Health? 

No. You’re entitled to make a complaint, and it won’t affect the care you receive in future. 

Can someone else make a complaint on my behalf? 

Yes. A family member, friend, or support person can help. They will need your written permission to act for you, to ensure your privacy is protected. 

Can I attach screenshots or supporting documents with my complaint? 

Yes, you can attach these to your email. Screenshots, photos, and documents can help explain what happened. 

What should I do if my concern is urgent or involves my health? 

If it’s a medical emergency, call 000 first. For anything urgent but not an emergency, contact Hola Health Support right away. 

Can I leave positive feedback about my consultation? 

Yes, we’d love to hear it. Email support@hola.health, or leave a review online. 

Need help contacting Hola Health? 

Email support@hola.health.