Complaints & takedown

MedX is an independent directory and information service. We don’t operate clinics ourselves — but we do take responsibility for what we publish about them. If something on this site is wrong, misleading, or causing harm, please tell us.

How to raise a complaint

The fastest route is email: [email protected]. If you prefer, you can also use the contact form. Include:

• What page or listing the complaint is about (a URL helps).
• What specifically is wrong, misleading, or causing concern.
• If relevant, evidence (screenshots, links to source material, your own records).
• Your preferred way for us to reply.

What we aim to do, and when

• Acknowledge within 48 hours. Every complaint receives an acknowledgement with a reference number within two business days of being received.
• First substantive response within 5 business days. We’ll tell you what we’re doing — investigating, taking content down pending review, referring to the clinic, or explaining why we don’t think the complaint requires change.
• Resolution within 14 calendar days. This is a target, not a guarantee. Complex cases involving a clinic or third party may take longer — we’ll keep you updated.

Listing takedown requests

If you are a clinic and believe your listing on MedX is inaccurate or you’d like it taken down, email [email protected] from an address at the clinic’s own domain. We will:

• Acknowledge the request within 48 hours, and verify the sender controls the clinic (phone callback or official email domain check — whichever is quicker).
• Take the listing offline within 5 business days of verification, or correct the specific factual errors you identify, whichever you prefer.
• Keep a brief record of the takedown so we don’t auto-recreate the listing from public-data sources later.

Every clinic can also claim its listing and edit it directly — this is free and usually quicker than a takedown.

Patient-safety reports

If you are a patient or family member and you believe a clinic listed on MedX caused harm, please write to [email protected]. We treat these as urgent: acknowledgement within 24 hours, and we will review the listing immediately. Please note that MedX is not a regulator or a medical authority — we can remove or correct what we publish, but we can’t sanction a clinic. For serious medical or safety concerns, contact the clinic’s national regulator and, in the UK, your local NHS trust for post-treatment care.

If you’re not satisfied

If we don’t resolve your complaint within 14 days, or you’re not satisfied with our response, you can escalate:

• Advertising content: contact the Advertising Standards Authority.
• Consumer-protection issues: contact your local Trading Standards via Citizens Advice.
• Data-protection or privacy issues: contact the Information Commissioner’s Office (ICO).

Last reviewed: April 2026. We publish changes to this process here. If you would prefer a copy of this policy by email, write to [email protected].