Complaints
What to do if you are unhappy with Ablement, and where else you can go
In short
- If you are unhappy with us, tell us in the chat, by e-mail or by post, or schedule a free call. It costs nothing, it does not affect how we treat you, and you do not need to put it in writing.
- A patient coordinator deals with every complaint personally. We confirm within two working days that we have it and answer in writing within fifteen working days.
- If you are not satisfied with our answer, the European Consumer Centre in your country gives free help with a dispute with a company in another European Union country. You can also go to the courts of your country or of Denmark.
- A complaint about your medical care goes to the hospital, which is responsible for your care; if you agree, we pass it on in writing within one working day and help you follow it up.
- A decision by your country's public health service on your claim can be appealed in your country, within its own deadline; we draft the appeal free of charge and you sign and send it.
Full text
If something has gone wrong, or you are unhappy with how we have dealt with you, please tell us. Complaining costs you nothing and does not affect how we treat you. You do not need to put it in writing.
01How to complain to us
E-mail: hello@ablement.eu
Message form: on our website, in the section for your country.
Post: our address in section 6.
Tell us your name or case number, how to reach you, what happened and what you would like us to do. A family member you named on the Consent Form can complain for you.
02Who deals with it
A patient coordinator at Ablement ApS deals with your complaint personally, from the first message to our written answer. If you are not satisfied with the answer, section 4 tells you where you can go.
03What happens and when
Within 2 working days we tell you that we have received your complaint.
Within 15 working days we send you our answer in writing: what we found, what we will do about it, and why.
If we need longer, for example because we are waiting to hear from the hospital, we tell you why and when you can expect the answer.
We keep a record of each complaint and our answer for 6 years after your case is closed.
04If you are not satisfied with our answer
We are a Danish company and you live in another European Union country, so these are the places to turn to. Using any of them does not take away your other legal rights.
Ireland
European Consumer Centre Ireland, free help with a dispute with a business in another European Union country: Bloom House, Railway Street, Dublin 1, D01 C576, www.eccireland.ie
Competition and Consumer Protection Commission, information on your consumer rights: helpline (01) 402 5555, www.ccpc.ie
The courts. You can bring a case against us in the courts of Ireland or in Denmark. Danish law applies to our agreement, and you keep the consumer protection of Ireland that cannot be set aside by agreement.
Sweden
Konsument Europa (the European Consumer Centre in Sweden), free help with a dispute with a business in another European Union country: www.konsumenteuropa.se
You may put the matter to the Swedish National Board for Consumer Disputes (ARN), www.arn.se, which decides itself whether it takes the case.
Konsumentverket, information on your consumer rights: www.konsumentverket.se
The courts. You can bring a case against us in the courts of Sweden or in Denmark. Danish law applies to our agreement, and you keep the consumer protection of Sweden that cannot be set aside by agreement.
Norway
Forbruker Europa (the European Consumer Centre in Norway), free help with a dispute with a business in another European Union or European Economic Area country: www.forbrukereuropa.no
Forbrukerrådet (the Norwegian Consumer Council), free advice on your rights and help to complain: www.forbrukerradet.no
The courts. You can bring a case against us in the courts of Norway or in Denmark. Danish law applies to our agreement, and you keep the consumer protection of Norway that cannot be set aside by agreement.
Any other country
The European Consumer Centre in your country gives free help with a dispute with a business in another European Union country; the European Commission lists every centre on its website.
The courts. You can bring a case against us in the courts of your country or in Denmark. Danish law applies to our agreement, and you keep the consumer protection of your country that cannot be set aside by agreement.
05Complaints that are not about Ablement
About your medical care or the hospital. The hospital is responsible for your care and has its own complaints service in the receiving country. Tell us as well: if you agree, we pass your complaint in writing to the right person at the hospital within one working day and help you follow it up. We cannot decide a complaint about medical care, and we carry no responsibility for the hospital's answer.
About a decision of your public payer on your claim. You can appeal; the deadline and the route in your country are below. We draft the appeal for you, free of charge; you sign and send it.
Ireland. You can appeal a decision within 3 months of receiving it, to the Health Service Executive National Appeals Service (An Clochar, Health Campus, College Street, Ballyshannon, County Donegal, F94 TPX4; nationalappeals@hse.ie; 071 982 2124). If you are not satisfied with the appeal decision, you can complain to the Office of the Ombudsman, www.ombudsman.ie. We draft the appeal for you; you sign and send it.
Sweden. If you disagree with a decision, you appeal to the Administrative Court (förvaltningsrätten) within three weeks of receiving the decision. There is no reconsideration step. We draft the appeal for you; you sign and send it.
Norway. You can appeal a decision from Helfo within six weeks of receiving it. You send the appeal to Helfo; if Helfo does not change its decision, it passes the appeal to the National Office for Health Service Appeals (Helseklage), which decides it. We draft the appeal for you; you sign and send it.
Any other country. The decision letter from your public payer says how, where and by when you can appeal. We draft the appeal for you; you sign and send it.
About how we have used your information. See section 10 of our Privacy notice. You can complain to the data protection authority in your country or to the Danish Data Protection Agency.
06How to reach us
Post: Ablement ApS, Rådhusstræde 15, 1466 Copenhagen K, Denmark. E-mail: hello@ablement.eu. You can also use the message form on our website.
Complaints procedure, version 2, 21 October 2026.