Coordination service
Delays, unclear communication, missed arrangements or concerns about how an enquiry was handled.
Clear concerns deserve a clear route
Complaints and Concerns Procedure
Tell us what happened, what evidence is available and what outcome you are seeking. We will identify what TIB HIND can investigate and which independent provider must answer the rest.
Listen firstUnderstand the concern and impact
Fair reviewConsider records and responses
Clear ownershipSend provider issues to the right route
Learn and correctImprove where the evidence supports it
Concerns You Can Raise With TIB HIND
Privacy or records
Unauthorised access, incorrect sharing, access or deletion requests, confidentiality or communication-channel concerns.
Payment communication
A TIB HIND disclosure, payment route, estimate explanation or refund-coordination concern.
Conduct and respect
Discrimination, harassment, pressure, misleading behaviour or inappropriate communication involving TIB HIND personnel.
Website information
A factual error, unsafe wording, broken source, outdated legal or medical information, or accessibility problem.
Safeguarding or safety
A concern that a child, dependant adult or another person may be at risk during the coordination process.
You do not need to use legal language or know which policy applies. Describe the facts as clearly as possible.
Urgent Medical, Privacy or Safety Concerns
Call local emergency services or go to the nearest appropriate emergency department. A complaint message is not an emergency route.
Contact TIB HIND immediately, identify what may have been exposed and avoid sending more sensitive material until the correct route is confirmed.
Contact appropriate local emergency or safeguarding authorities. Then notify TIB HIND if the risk is connected to our coordination.
Information That Helps Us Investigate
01Your name and preferred contact route
02Patient name and authority to act, if applicable
03A clear description of what happened
04Dates, people, hospital or service involved
05Relevant messages, receipts or documents
06The effect the issue had
07What outcome you are seeking
08Any immediate safety, privacy or time-sensitive concern
Email the complaint
tibhind@gmail.comUse the subject “Complaint” and attach only records relevant to the issue.
You may also call or WhatsApp +91 83035 86344. A written summary is recommended for a clear record.
Our Five-Stage Review Process
Complaint received
We record the concern, identify the requested outcome and check whether immediate safety or privacy action is needed.
Scope confirmed
We separate what TIB HIND can investigate from clinical, billing or travel matters controlled by another provider.
Evidence reviewed
Relevant messages, records, receipts, policies and staff or provider responses are considered fairly.
Written outcome
We explain what was found, action taken, any limitation and available next step.
Learning recorded
Where appropriate, we correct content, improve a process, retrain, apologise or take other proportionate action.
We aim to acknowledge a written complaint within two working days and provide a substantive response within fifteen working days. Complex cases, third-party records, clinical review or cross-border issues may take longer; if so, we will explain the delay and next step.
When Another Organisation Must Investigate
IssuePrimary route
Diagnosis, treatment, consent or clinical outcomeHospital patient-relations, treating consultant or the provider's clinical grievance route
Hospital estimate, invoice or refundThe hospital billing or finance department that received the payment
Visa or immigration decisionThe responsible Indian government or authorised visa application channel
Flight, hotel, transport or insuranceThe airline, hotel, booking platform, transport company or insurer
Immediate medical dangerLocal emergency services or the nearest appropriate emergency department
TIB HIND may help transmit information or request a response, but cannot decide a hospital’s clinical, professional, billing or employment complaint.
Possible Outcomes
Explanation
Clarifying what happened, who was responsible and what information applies.
Correction or apology
Correcting a record or page, acknowledging a failure or apologising where appropriate.
Practical remedy
Completing an agreed action, improving communication or reconsidering a directly controlled service decision.
Process improvement
Changing guidance, training, handover, documentation or internal review.
Provider referral
Sending the matter to the hospital, doctor, billing team, travel provider or authority responsible.
No change
Explaining why available evidence or policy does not support the requested outcome.
If You Disagree With the Outcome
Reply in writing with the specific finding you dispute, any additional evidence and the resolution you believe is appropriate. A person not previously responsible for the issue should review the escalation where reasonably practicable.
You may also approach the relevant hospital grievance body, professional regulator, privacy authority, consumer forum, bank, insurer, government authority or court where that route is available. Using our process does not remove any lawful right.
Privacy concern?
Privacy and data protectionThe privacy policy explains requests and grievance rights in more detail.
Complaints Questions
Can I complain without affecting my care?
Yes. Raising a concern should not be used to disadvantage a patient. TIB HIND can separate its coordination review from the independent provider's clinical relationship. If care is ongoing, urgent medical needs should be addressed first.
Can a family member complain for the patient?
Yes, when the patient has authorised them or they have lawful authority to act. We may ask for reasonable verification before discussing confidential information.
What if the complaint is about a hospital or doctor?
TIB HIND can help identify and communicate with the appropriate provider route. The hospital or professional remains responsible for investigating its own clinical care, staff conduct, billing or records.
Can I complain anonymously?
You may report a concern without giving a name, but anonymity can limit our ability to verify events, obtain records or provide an outcome. Give enough detail to assess immediate risk.
Will my complaint be kept confidential?
Information is limited to people who need it for review, safety, legal obligations or a fair response. Complete confidentiality cannot be promised where disclosure is necessary to investigate, protect someone or comply with law.
What if I disagree with the response?
Reply with the part you dispute, supporting evidence and the outcome you seek. You remain free to use an appropriate provider, regulator, consumer, privacy or legal route available under applicable law.
Trust and legal information
01
Privacy and data protectionHow personal and medical information is handled
→02Terms of useRules for using this website and our coordination service
→03Medical disclaimerClinical boundaries, emergencies and outcome limits
→04Editorial and review policyHow health content is researched and reviewed
→05Refund and cancellationWhich provider handles each payment and cancellation
→06ComplaintsHow to raise a concern and what happens next
→07SitemapBrowse the main sections and directories
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