Overview
Use this article to understand the formal complaint process at MedExpress, submit a written complaint, and review expected response timelines.
Submitting a Formal Complaint
MedExpress maintains a written complaint policy to handle customer concerns.
To submit a formal complaint, please email kontakt@medexpress.de and include as much detail as possible about your concern. This helps our team investigate your complaint and provide a full response.
Response Expectations and Urgent Medical Concerns
MedExpress adheres to specific timelines for addressing formal written complaints:
Acknowledgement Target: MedExpress aims to acknowledge formal written complaints within 2 business days of receipt.
Resolution Target: MedExpress strives to provide a full response to formal complaints within 5 business days.
Urgent Clinical Concerns: Formal written complaints are processed by customer support and are not designed for emergency medical guidance. For urgent medical concerns, severe side effects, or medical emergencies, contact a primary care physician, call emergency services at 112, or visit the nearest emergency room immediately.
Additional Assistance
If you still need help after reviewing the information above, additional assistance is available.