Complaints

Last updated: 1 November 2026

Service provider

• Trade name: DuDoctor
• Company name: Excelvion, SLU
• Registered office: Carretera Engolasters 53, Escaldes
• Registration details: Registered in the Companies Register under registration number 26506, book S-510, folios 51-60, with tax registration number L-721597Y
• Contact email: hello@dudoctor.com
• Data protection contact: hello@dudoctor.com
• Website: https://dudoctor.com

1. How to file a complaint

Complaints are submitted by email, free of charge, to hello@dudoctor.com, with the subject “Complaint”. Please include your name, your account email, the date and service concerned, what happened and what you are asking for. Do not include health data in the email unless necessary: if it is, we will ask you to provide it from your patient area.

2. Response time

We will acknowledge receipt by email and reply in writing as soon as possible and, in any event, within one month of the complaint being filed (Art. 21.3 of the Spanish Consolidated Consumer Protection Act).

3. Official complaint forms

Official complaint forms (hojas de reclamaciones) are available to you. You can request them by email at hello@dudoctor.com and we will send them to you electronically.

4. Alternative dispute resolution

DuDoctor is not a member of any consumer arbitration system or alternative dispute resolution body. If you are not satisfied with our response, you can contact the consumer services or offices where you live or the competent courts. The European online dispute resolution platform ceased to be available on 20 July 2025.

5. Other bodies

• A doctor’s professional conduct: you can also contact the Official College of Physicians with which the doctor is registered.
• Data protection: Spanish Data Protection Agency, www.aepd.es.
• Courts: the courts of your place of residence, if you are a consumer.