Complaints and feedback

You can reach us in any of these ways:

• Email: info@archonhc.com — the best route for a detailed complaint, because you can attach documents.
• WhatsApp: +880 1923 999956 (business number) — for a quick message or to start the conversation.
• Intro call: book a short call at cal.com/archonhealthcare/intro-call if you would rather talk it through.

What helps us act fast: your name, the dates involved, which hospital the concern is about, what happened, and what you would like to happen. Attach any documents that support your account — estimates, bills, messages, or reports.

When you raise a concern, this is what we aim to do:

• Acknowledge it. We confirm we have received your message and repeat back what we have understood, so you can correct us if we have it wrong.
• Look into it. We gather the facts — including speaking with the hospital's international department where the concern involves the hospital — and we document everything.
• Keep you updated. We tell you what we have found so far and what is still being checked, rather than leaving you waiting in silence.
• Tell you the outcome. We tell you what we found, what we are doing about it, and what changes as a result.

How long that takes depends on the concern and on the hospital's response, so we do not promise a fixed deadline. What we do promise is that your message will be acknowledged, looked into, and answered — and that you will hear from us again even if the answer takes time.

Clinical decisions, diagnoses and treatment rest entirely with the treating hospital and its doctors — Archon is a facilitator, not a medical provider, and we cannot overrule a hospital's clinical decision.

What we can do is help you escalate within the hospital, document everything, coordinate your transfer if medically necessary, and support your return-home follow-up. You can also raise the matter directly with the hospital's international department at any time — we will give you the contact details and help you put your account in writing.

If our answer does not resolve your concern, ask for your case to be reviewed again and tell us what is still missing. You can also raise the matter directly with the hospital involved.

Your feedback feeds into how we judge our partners. A serious verified complaint about a partner hospital — billing fraud, misrepresented credentials, clinical negligence — suspends referrals to that hospital pending investigation, and we tell the patient community what happened. Your experience protects the next patient.

We debrief every referred patient after treatment — on clinical experience, billing accuracy, and coordinator behaviour — because that is how the network stays honest. Compliments and suggestions are welcome at the same contacts: if something worked well, telling us helps us keep doing it.

• We cannot give legal advice. If your concern needs a lawyer, we will say so plainly.
• We cannot overrule a hospital's clinical decision — that authority sits with the treating doctors.
• We cannot act on an anonymous complaint about a named person or hospital without enough detail to check the facts.